Armley Moor Health Centre

Unprofessional service and horrible experience

Again another horrible experience. Queued up at 7.30am to ensure I would be seen by a doctor. I have severe pain in my abdomen. Had to give a urine sample and then saw a doctor at 9am. I was told I could get physio to manage the pain (earliest appointment 10 days later!), I should not take Ibuprofen any longer but should I wish to continue I got gastro-resistant pills or codine, and I would be transferred for an ultrasound. I then was told I can go to A&E should I think it's the appendix (which I knew it wasn't because I had already been at A&E because of the severe pain a couple of weeks ago), and then I got the recommendation to go to the walk in center on the other side of Leeds, where they would be more equipped to help me. I went straight there and the nurse and doctor could not believe that Armley Medical Practice told me to see them for help as they not have the appropriate facilities. The doctor was superb, checked my abdomen, gave me antibiotics as the urine test showed an infection, and wrote an action plan for the doctor at Armley Medical Center. I went straight back there to discuss this. The original doctor saw me straight away and made all kind of excuses. She said she saw there was a problem with my urine and someone would have called me at some point. Needless to say, I have never been called in the past and always had to call myself. Once I even had to put in a letter in writing to see my test results. I left crying Armley Medical Center crying because I was still in pain and they had not received my action plan and the doctor there was obviously not able to think about herself what should be done next. I got a phone call this afternoon to confirm a follow up appointment, but they were unable to tell me if the have received the action plan from the doctor at the walk in center. This all was a horrible experience. I am in pain and now I have to wait until Thursday for them to do what they should have done this morning. I am crying and disgusted by the service received.

Couldn't get through for urgent appointment needs

I have been attempting to book an appointment for a family member with multiple health concerns who requires urgent medical attention. Despite calling at the start of each day over several consecutive days, I have been informed that no further appointments are available. This situation is deeply frustrating and feels inadequate given the circumstances.

Long phone wait, no appointments available

After being on hold for an extended period on the telephone, I was informed that no appointments were available. I found this deeply frustrating. Despite explaining that my child experiences anxiety around leaving the house and had made a significant effort to attend today due to a serious infection causing considerable discomfort, the receptionist's response felt dismissive and unsupportive. I felt disappointed and let down by the interaction.

Hard to book an appointment due to parking

The service provided was satisfactory, though finding a parking space proved to be quite challenging.

Receptionists made the whole experience pleasant

The front desk staff consistently demonstrate a friendly and supportive demeanor.

Straightforward health visit at the practice

I attended my general practice appointment for a health consultation.

Helpful support during a difficult week

I had an excellent experience recovering from an incredibly challenging period. The staff were instrumental in helping me through a difficult time when I was struggling significantly. They provided valuable support that made a real difference. I'm grateful for their care and assistance.

Booking system forces early morning phone calls only

It's quite frustrating that advance appointments for non-urgent matters cannot be scheduled several weeks in advance. There is a non-urgent appointment request form available, but the follow-up process involves receiving a text message asking you to call at 8am. I'm writing this on behalf of my partner, who is a patient here, though I am not. I completely understand his frustration, particularly as I don't experience this difficulty with my own healthcare provider. This booking system seems to discourage him from attempting to see a healthcare professional, which in certain situations could be quite concerning. Consider someone who might have a serious underlying health issue but delays seeking an appointment due to the difficulty in securing one. The practice should review how it manages patient access to appointments. The current system is highly problematic and appears to be creating barriers that could potentially impact patients' long-term health outcomes.

Reception staff couldn't confirm when appointments would open

The practice appears to be understaffed relative to the number of patients they care for. Messages are sent requesting appointments, yet availability is limited, which can result in medication supplies running out. Reception team members seem uncertain about when future appointment slots will become available. This situation can negatively impact both emotional and physical health. Running short on necessary medication while waiting for an appointment creates genuine difficulties. A callback scheduled for a week or two later does not adequately address immediate medication needs.

Appointment booking system needs urgent improvement

My confidence in this practice has diminished considerably. Obtaining appointments proves extremely challenging, particularly during times of urgent need. The consistent response is always to call back another day, which does not address immediate concerns. This situation has affected not only me but several others, and we may feel compelled to seek care elsewhere.

Friendly staff made long-term care feel valued

I was a patient at this practice for two decades and consistently found it to be outstanding, considering the broader challenges within the NHS and the demanding workload faced by clinical and administrative staff. The clinicians demonstrated genuine care and professionalism, whilst the nursing and reception teams were approachable and welcoming. I also benefited from the Social Prescribing service, and I cannot overstate how invaluable that support was for my wellbeing. Given that I have several ongoing health conditions, I was a frequent attendee and developed familiarity with various team members. I was consistently able to access appointments with one particular clinician who consistently went beyond expectations. On one occasion, I experienced a difficulty with my repeat medication some years back, and I submitted a respectful and measured letter to the Practice Manager. I was invited to meet with them, received a sincere apology, and they made considerable efforts to resolve the matter. I have always found that approaching situations with courtesy and respect yields positive outcomes. I observed numerous instances where this approach was not reciprocated, which I found disappointing. I relocated to another area six months ago and have encountered significant difficulties with my new practice. Appointment availability is severely limited, with waits extending to six weeks, and my referrals from my previous location have not progressed. I experienced a mental health crisis and have not received adequate support since moving. I feel unsupported and increasingly isolated. This transition has made me acutely aware of how exceptional my previous care was and how privileged I was to have access to such a dedicated team. I deeply miss the comprehensive support and continuity of care I previously received.

Long phone wait, no appointment offered

Experienced a lengthy wait time when attempting to book an appointment over the telephone, with no available slot secured following the call.

Communication failures made accessing essential care difficult

My experience at this practice has revealed considerable concerns regarding how communication is managed and how accessible care is for patients relying on their services. Several significant issues have affected my care: Communication Regarding Patient Rights: The practice communicated information about my eligibility for a particular NHS choice option through a single email channel, which I did not receive. No alternative methods of contact, such as telephone, text message, or postal communication, were attempted to ensure I was informed. This procedural gap resulted in me bearing substantial out-of-pocket expenses for treatment that should have been provided through NHS funding. Clinical Assessment and Support: A recent administrative communication suggests that a documented health condition was not adequately considered when addressing a related symptom, with the matter being treated as a behavioural concern rather than a clinical one. This approach has added to my distress rather than providing the supportive response I needed. Difficulty Accessing Basic Care: I have experienced persistent challenges in reaching the practice by telephone and securing appointments for necessary health assessments, despite having relevant health risk factors that warrant attention. The practice needs to make urgent improvements to address these systemic issues and ensure that patients receive equitable access to appropriate NHS care. These procedural shortcomings have created both health and financial difficulties that require resolution. For anyone experiencing similar concerns, support is available through local representatives, the relevant ombudsman service that handles unresolved NHS complaints, and patient advocacy services that can provide guidance on how to escalate concerns formally.

Difficult to book appointments and rude staff

The staff came across as unwelcoming, and I found it extremely difficult to secure an appointment. I was unable to book in a new family member, which was frustrating. I am considering changing my GP practice.

Frustrating phone queues and broken booking system

Attempting to reach the practice by telephone can be frustrating, as calls frequently disconnect while waiting or result in messages advising to retry after several minutes. The online appointment booking system appears to be unavailable regularly, which limits alternative options for scheduling.

Reception staff were dismissive and unhelpful

The reception team displayed unhelpful and dismissive behaviour both over the phone and in person. When attempting to book an appointment by telephone, my calls went unanswered. The staff appeared unwelcoming, with body language that suggested reluctance rather than willingness to assist. I observed them displaying signs of impatience when required to help patients. I witnessed an interaction between a member of the reception team and an older patient who was having difficulty with the check-in process. The manner in which the patient was addressed seemed unnecessarily curt and lacked compassion. The standard of customer service from the reception area fell significantly short of what would be expected from an NHS practice. The attitude and approach of these staff members appeared to undermine the reputation of the service. There would benefit from a review of how reception staff engage with patients and handle their responsibilities.

Pharmacy repeat request handled quickly and smoothly

Discovered early in the morning that my supply of pain relief medication had been depleted. I contacted the pharmacy, who promptly requested an urgent repeat from my GP practice, and I was able to pick up the medication later that same day. I was very satisfied with the service provided by my medical centre.

Felt genuinely listened to and cared for

Had a wonderful visit. The team demonstrated genuine compassion and attentiveness throughout my appointment.

Practice failed to protect patient confidentiality

Unfortunately, I cannot rate lower than one star, though I wish I could. I had concerns regarding the handling of patient privacy. I would recommend considering alternative healthcare providers.

Reception staff attitude needs improvement

The receptionist who answered the phone had a rather dismissive manner and made critical comments about when I was calling. Their approach seemed unhelpful and gave the impression of being unsuitable for a customer-facing role. I was left with a negative impression of the interaction. This is the practice my father uses, and I have noticed the standard of service appears to have declined over time.