Armley Moor Health Centre

Phone lines constantly dropping calls

I have been attempting to contact the practice since early morning, but each time I reach an automated message indicating the call is being recorded, followed by the line disconnecting. This experience has been quite frustrating.

Couldn't get the test kit I needed

Visited the practice to obtain a test kit but was informed that none were currently available.

Felt listened to during my appointment

Positive experience with the service provided

Email requests for prescriptions repeatedly ignored

I have repeatedly had to contact reception via email to request a prescription renewal, typically every couple of months. On this occasion, after waiting a week, I discovered that my request had not been processed. This is the second time this has occurred. There was no follow-up communication or acknowledgment of responsibility for the oversight. I find this approach wholly unsatisfactory. The delay in processing my prescription request is concerning, as running out of my medication could have serious implications for my health and wellbeing.

Reception staff were dismissive and unhelpful

Had an unfortunate interaction with a member of the reception team when I called regarding a vaccination enquiry. I was essentially dismissed and told that someone would get back to me at an unspecified time. The response lacked warmth and understanding, and came across as dismissive and somewhat unwelcoming. My previous experiences with the clinical staff have generally been quite positive, around 80 percent of the time, however the reception team's approach has been consistently disappointing. I have observed what appears to be a condescending attitude towards patients, particularly those for whom English may not be a first language. There seems to be a perception among reception staff that they hold a superior position to patients, and this is reflected in how they conduct themselves. Once my current healthcare needs are completed, I intend to register with a different practice. The overall service experience has been unsatisfactory.

Helpful and attentive medical professionals

Excellent healthcare professionals

Friendly staff made first visit straightforward

First visit to this health centre. It's an enormous facility. Resembles a hospital in scale. The reception team were well-organised, welcoming and supportive. The clinical staff I saw were approachable, informative, professional and took their time with me. Much appreciated.

Promised callback never arrived for medication review

They discontinued my medication and I contacted the practice to request a review. I was informed that a clinician would return my call, but this did not happen. This issue has occurred multiple times.

Appointment booking system makes working life difficult

I have found it extremely challenging to secure appointments at this practice, particularly while managing work commitments. Available slots are typically several weeks in the future, and when I inquire about earlier availability, I am advised to ring first thing the following morning. However, when I have done so, I have been told that same-day calls are reserved for genuine emergencies only. This creates a frustrating situation where I am given conflicting guidance. On one occasion, I attempted to explain that a receptionist had specifically instructed me to call the next morning, but this was dismissed and I was told the policy had always been this way. Given that I have been a patient at this practice and its predecessor for many decades, I found this response difficult to accept. Regarding my clinical care, I was referred to a specialist following a procedure and was subsequently diagnosed with a significant ongoing health condition. The specialist recommended a particular treatment that could have substantially improved my quality of life, though it required funding approval. I was then contacted by a clinician requesting additional information about how my condition affects me daily, despite this information likely being contained in the specialist's correspondence. Several weeks later, a different clinician called to inform me that the treatment had been declined, delivered in a very matter-of-fact manner. When I asked for clarification on the reasons for this decision, I received only a brief response. This outcome has left me feeling deeply distressed and hopeless about my situation.

Admin team cancelled my appointment without notice

Disappointing encounter with the musculoskeletal service administrative staff. Appointments were cancelled with minimal notice and telephone calls went unanswered.

Hard to book but they found alternatives

It has occasionally been challenging to secure an appointment, however the practice has consistently made efforts to accommodate me and has regularly offered telephone consultations as an alternative.

Long wait despite arriving on time

The staff members are pleasant and approachable, however the overall customer service experience leaves much to be desired. I attended my appointment at the scheduled time but was informed I would need to wait considerably longer than expected. This was quite frustrating. The reception team's manner of interaction with patients does not reflect professional customer service standards. Their approach to communication could certainly be improved.