Atkinson Health Centre

Appointment time wasn't clearly communicated to me

I experienced a very frustrating situation regarding my recent appointment. My appointment was scheduled for a morning slot, but I was not provided with a specific arrival time. When I contacted the practice to clarify, I was informed that I had missed an appointment at a particular time, which came as a surprise to me. During that call, I was told someone would contact me when it was time for my appointment. When I visited the health centre in person to get more information, I was advised to wait until a later date. This was extremely disappointing given that I am dealing with significant health concerns. I feel the responsibility for this confusion lies with the practice rather than with me. I was particularly frustrated by the communication from the reception staff. I came to this appointment hoping for the level of care the NHS is known for, but this experience has changed my perspective. I would urge the practice to be more considerate and responsive when patients contact them about health issues. Many people depend on receiving timely and compassionate care, and I hope the practice will reflect on how they handle these situations in future.

Service declined after refusing late appointment

When I first started attending this practice, the experience was excellent, but things have changed considerably. On one occasion, I had an appointment scheduled but was delayed due to traffic circumstances and arrived approximately ten minutes late. Unfortunately, the practice refused to see me at that time, which was disappointing. On another visit, I waited in the reception area for around forty minutes before being seen, which felt somewhat unreasonable. Following that appointment, I ended up requiring hospital admission for a day when I felt that a simpler treatment would have sufficed. I recognise that the practice is under considerable pressure currently, but I do feel that patients presenting with breathing difficulties should be accommodated rather than turned away.

Insurance forms take frustratingly long here

I have had a positive experience since switching surgeries, with one exception regarding administrative paperwork. Previously, similar requests were completed within two weeks without difficulty. At my current practice, the timeframe for completing such forms has extended considerably to between six and twelve weeks, as this type of work is apparently treated as lower priority compared to standard NHS services.

Receptionists made booking appointments straightforward

I am new to this practice but so far when compared with my previous healthcare providers, I have found the front desk staff to be extremely supportive and friendly, and the clinical staff member who conducted my blood test was both personable and efficient, sparing me an additional visit elsewhere. I have experienced no difficulties in securing an appointment. During a period when the NHS faces considerable pressure, encountering helpful professionals really does make a meaningful difference.

Referral wasn't sent, had to chase it myself

I was told a referral to a specialist had been made in March, but later discovered it had not actually been sent. This was meant to be an urgent appointment that should have been arranged within two weeks. I ended up having to chase things up myself to find out what had happened, which was frustrating.

Friendly receptionist helped secure same day appointment

The receptionist at the practice was friendly and courteous during the phone call, and I was able to secure an appointment on the same day.

Slow form processing and dismissive reception staff

Disappointing Health Centre. After submitting a straightforward form for private health insurance documentation, I waited five days without hearing back. When I followed up, I was informed the process takes four to six weeks. This was particularly frustrating given that I had paid a fee for this service, and the payment method seemed unusual. I mentioned that I was experiencing ongoing pain and felt the receptionist's response was unhelpful and dismissive, suggesting there was nothing that could be done and I would simply have to wait. I then requested an appointment with a clinician and was offered one approximately nine days later. Due to my frustration with this experience, I submitted a formal complaint to the practice management three weeks ago, but have yet to receive a response. I find it concerning that the practice appears more responsive to feedback on social media than to addressing patient concerns through official channels. My appointment was subsequently cancelled via text message the day before it was scheduled. When I enquired about the reason, I was told it was to complete the form without requiring an in-person visit. However, I needed to discuss pain management with the clinician, so the appointment was rebooked. Given the increasing number of people pursuing private health coverage, which helps reduce pressure on NHS services, I would have expected the practice to be more supportive of this. My family has been registered with this practice for many decades, but due to this experience, I have decided to transfer to another provider. I believe the practice should prioritise patient wellbeing more effectively.

Struggled to get appointments when symptoms worsened

Risedale surgery has been a frustrating experience. During the first week, I was unable to secure an appointment as none were available. In the second week, I received a telephone consultation, but felt the clinician did not fully listen to my concerns and prescribed medication that proved ineffective for my situation despite my feedback. By the third week, my symptoms had worsened significantly, forcing me to take sick leave from work. When I attended the surgery in person, I had difficulty obtaining a face-to-face appointment but eventually saw a clinician the following day. They were uncertain about the cause but took a swab and arranged a referral to a specialist. The wait was lengthy, and I remained in considerable pain with sleep disruption while continuing on sick leave. I decided to contact the hospital directly to arrange an appointment with the specialist, which I managed to secure. Additional swabs were taken, and I was told to wait two days for results. When I returned to the surgery to inquire about seeing a nurse and checking on my results, as my symptoms were becoming increasingly distressing, another telephone appointment was arranged for a later date. However, I contacted the specialist department myself and discovered they had already received my results, which revealed a serious infection. I was prescribed antibiotics the same day and experienced significant relief. I feel that had I not taken the initiative to contact the hospital independently, my situation would have continued to deteriorate.

Technology issues but appointments run on time

The practice's technological systems could be improved. Appointments generally run to schedule.

Responsive staff handled my concerns efficiently

The administrative team demonstrated attentiveness and responsiveness, while the clinical staff showed genuine care and compassion. Any questions or health concerns I raised were handled in an efficient and effective manner. I am very grateful for the support received.

Check-in machines broken, phones never answered

The practice operates much like many others across the country. The waiting times are lengthy, and the atmosphere towards patients could be more welcoming. The self-service check-in systems frequently malfunction. Getting through by telephone to book appointments proves difficult, as calls often go unanswered. The practice was once excellent, but standards appear to have declined.

Reception desk frequently left unmanned

Extremely disappointing. The reception area often appears unstaffed. I called to request a repeat medication refill and was informed that a clinical review would be necessary, even though I had no issues with my previous healthcare provider over many years. When I attempted to book a review appointment, I was unable to reach anyone by telephone during a weekday afternoon. The whole experience has been frustrating and difficult. In the absence of a timely appointment, I have sourced the same medication through an alternative online provider.

Long phone waits and unhelpful advice given

I spent considerable time attempting to reach the surgery throughout the day only to be redirected elsewhere without receiving the support I felt was needed for my child's situation. I would not recommend this practice to others. Directing patients to an already stretched emergency department rather than providing care at the surgery level seems like an inefficient use of NHS resources.

Telephone appointment never happened or booked

I found the hospital discharge process frustrating, and when I arranged a follow-up telephone consultation with my GP, the appointment did not take place as expected. On the day, I received no call and was subsequently informed that the appointment had not been recorded in the system. I was advised to contact the practice the following morning at 8.00am to request an on-the-day slot instead. This experience left me disappointed, as it felt like the level of care and attention to patient wellbeing has diminished. The reception staff came across as rather curt during my interactions. I believe this situation requires urgent attention and improvement.

Friendly staff who actually listen

The medical professionals and team members at this practice demonstrated a welcoming and supportive approach throughout my visit.

Friendly staff made me feel welcome

This is an excellent practice and I would strongly recommend it. From the front desk staff to the clinical team members, everyone is very approachable and supportive.

Couldn't get through on the phone

Uncomfortable experience