Coulby Medical Practice

E-consult service sorted me same day

I have been a patient at this practice for many years and have consistently had excellent experiences. I recently used the online consultation service and received a response with treatment on the same day, which I found very efficient. The team members are friendly and I always feel that my care is genuine and attentive. I would strongly recommend this practice.

Couldn't book an appointment online

I have experienced persistent difficulties when attempting to book an appointment through the online system. Each time I have tried, I receive the same response indicating that no slots are currently available and suggesting I attempt again the following day.

Couldn't get appointment when needed

Like the earlier feedback mentioned, we encountered similar difficulties and ultimately needed to attend the emergency department, which might have been avoided had we been able to access an appointment with a clinician.

E-consult system leaves you stranded without appointments

A frustrating experience overall. The practice directed me to use the online consultation system, then contacted me several hours later to say there were no same-day slots available despite the urgent nature of my concern. They suggested attending an urgent care facility instead. When I enquired about being seen the following day, I was informed I would need to restart the entire online consultation process. I seldom require medical attention, yet I consistently struggle to secure appointments through this practice. I would find it more straightforward to attend a walk-in centre directly. The service fell well short of expectations.

Professional advice that really eased my mind

I really appreciate the professional guidance I received regarding my health concern. The service was prompt, efficient, and genuinely helpful. I'm grateful for the support provided, as it has given me reassurance and peace of mind. Thank you for your assistance.

Caring approach to serious health issues

I have experienced numerous significant health concerns and have consistently received compassionate and supportive care throughout my interactions with both the administrative team and clinical staff. On each occasion I have brought matters to the practice, I have felt that the team demonstrates genuine concern for my wellbeing.

Staff responsive through phone and econsult

The team at this practice are wonderful and I've consistently been able to get in touch with someone, whether through a telephone call or by using the online consultation service.

Reception staff provided genuine help despite phone queues

During a period when the NHS faces significant challenges, I have consistently experienced compassionate, professional and supportive assistance from all staff members, whether at reception or in clinical roles. I have certainly felt frustrated at times when attempting to secure same-day appointments through morning calls, but whenever I have managed to connect with someone, they have provided the assistance I required. The team appears to be working hard under difficult circumstances, navigating a system that continues to face considerable strain due to broader systemic pressures.

Reception staff made us feel genuinely supported

I would like to share such brilliant feedback regarding the excellent customer experience and great patient interaction which my husband and I have experienced. My husband is dealing with a serious health condition, and throughout the last 16 months we cannot express how grateful we are to all the clinical staff who have gone above and beyond to support us both during this difficult time. The level of support and guidance, along with regular appointments with the clinical team, has been particularly valuable in providing continuity and consistency of care. The care and support has been fantastic since joining the practice. Thank you for all your hard work and commitment.

Helpful reception and easy online booking system

The reception staff were courteous and accommodating. The online consultation system was convenient to use. Communication throughout was clear and effective.

Staff were helpful and really listened

I believe this practice deserves a higher rating than 2.9 stars. The team members are excellent, the front desk staff are supportive, and the clinicians I have consulted with are of high quality.

Quick response to my online consultation

Have always had a positive experience at this practice and find all the staff to be very supportive. Recently used the online consultation service and received a response in approximately thirty minutes, which was excellent 👍

Reception staff weren't very welcoming

The reception team's manner was quite unwelcoming.

Reception staff helpful despite busy phone lines

Outstanding practice with consistently supportive reception team members who remain helpful despite busy periods. Appointments, whether by phone or in person, are typically accessible if you contact them early and allow time for the process. Feedback and concerns are addressed promptly, and the entire team from front desk through to clinical staff deserve recognition for their efforts. It's important to remember they operate with shared resources rather than individual dedicated lines. Highly satisfied with all aspects of the service.

Couldn't get through on the phone line

I attempted to reach the practice multiple times during the early morning period but experienced significant difficulty getting through. When I finally managed to connect after numerous attempts, the call was disconnected while I was still in the queue.

Staff were genuinely patient-centred and helpful

Excellent and supportive team members, with receptionists who were particularly impressive! They deserve recognition as they work within challenging circumstances beyond their control. The practice demonstrates a genuine commitment to putting patients first! Thoroughly satisfied 👍

Long phone waits and paperwork errors caused financial hardship

I sustained a rib injury approximately four weeks ago and needed to request a sick note through the online consultation system. The note was completed with errors, as a telephone request could not be processed despite waiting over twenty minutes. The sick note required correction and resubmission, which caused delays and resulted in lost income for me. A week later, I requested another week of sick leave documentation but received one covering a month instead. Once I was ready to return to work, I informed my employer and attended a back-to-work meeting. My employer explained that due to the nature of my injury, they would need me to be certified as fit to work, which seemed reasonable. However, after waiting almost two hours, I was informed the practice does not provide such certification. This has forced me to remain on sick leave, causing significant financial hardship. The clinician suggested I speak with my workplace occupational health service, which felt like the responsibility was being passed elsewhere when the practice had made the administrative errors and should resolve them. I feel caught in a frustrating cycle with no way forward. All I want is to return to work and support my family. I have been with this practice for many years and previously considered it excellent, but I am now questioning whether to continue here. The financial impact of these administrative issues is substantial, and I feel the practice should take responsibility for rectifying their mistakes. I understand the practice can provide fitness-to-work certification, but only as a paid service. It appears that bureaucratic processes take priority over supporting patients who genuinely want to return to work. This entire situation has been deeply frustrating.

Doctors who actually listen to their patients

Healthcare professionals who prioritise patient wellbeing over personal perspectives

Out of hours staff rushed and wouldn't accept photo

2 stars as the receptionist during standard hours was lovely and helpful otherwise it would be minus 1 Called the out of hours service Found the interaction to be quite rushed and lacking in patience, so unhelpful. I suggested sending a photo via WhatsApp or email but was told abruptly that only text messages were acceptable and that alternative methods couldn't be used. Text messages with photos are expensive. The entire call felt hurried with no time taken to listen properly and it seemed like the aim was to end the conversation quickly. I was left confused about which pharmacy to attend because of how rushed the interaction was. The interaction lacked any sense of understanding or compassion This person did not seem suited to their role 😡😩

Understaffed but staff still doing their best

Cut these professionals some slack. If you're dissatisfied with the service, consider the impact of prolonged funding constraints, fewer practitioners entering the profession, increased administrative burdens on clinical staff, and reduced support personnel. If you supported policies contributing to these conditions, that's worth reflecting on. Fewer practitioners inevitably means fewer available appointments, and shifting to in-person consultations will further limit capacity. Given the systemic challenges the healthcare system faces, the standard of care being delivered is genuinely impressive. Don't accept media narratives that place blame on dedicated staff members—the responsibility lies with broader policy decisions and public choices we've collectively made.