Coulby Medical Practice

Reception phone line never answers

The reception team appears to be unavailable when attempting to reach the practice by telephone. I have experienced significant delays in getting through, which has been frustrating when seeking timely assistance.

Struggling to get through on the phone

This one star is only because the reception team don't answer the phone. The clinical staff are lovely but attempting to get through to book an appointment or even to reach reception is extremely difficult, as calls appear to go unanswered. Reception staff, please answer the phone and do your jobs!

Impossible to get through on the phone

It is consistently difficult to reach the practice by telephone throughout the day, as lines appear to be perpetually busy and connecting with someone proves challenging.

Phone lines constantly impossible to reach

I find it extremely difficult to reach the practice by telephone. The wait times are so long that getting through feels nearly impossible. The appointment system appears designed to minimize patient access. It is frustrating to contribute to staff salaries when calls go unanswered. If staffing levels are insufficient to handle demand, additional resources should be allocated. As patients who fund the service, we deserve to be able to contact and consult with medical professionals. While the practice cites current pressures as a reason for delays, I recall experiencing similar difficulties with accessibility well before these recent challenges arose.

Staff made me feel genuinely welcome

The team here are genuinely pleasant and approachable.

Caring doctors who listen and reassure

An excellent medical practice overall. The clinical staff demonstrate genuine compassion and provide reassuring consultations with helpful guidance and care plans. While there are sometimes minor scheduling delays, this is understandable given current circumstances, and the team clearly makes considerable effort to deliver quality healthcare.

Reception staff caused repeated prescription problems

Disappointing experience with the reception team who appeared disorganised and unhelpful. There seemed to be a lack of accountability amongst staff members. I have experienced issues with prescription handling on multiple occasions, which is particularly concerning given that I require daily medication. I am considering changing to a different practice to receive a more professional standard of service.

Reception team actually listens to your needs

After experiencing care at another medical facility over the past few months, I gained a real appreciation for the exceptional service provided here. The front desk staff are genuinely attentive and consistently direct patients toward the most suitable options for their circumstances, while the clinical team demonstrate a genuine commitment to thoroughly examining cases and monitoring ongoing care. At a time when many GP practices cite various challenges as reasons for reduced service quality, this practice stands out as delivering genuinely excellent care. Well done to the entire team 👏

Staff helped us get prescriptions on time

I would like to express my gratitude to the entire team for their efforts in ensuring that repeat medications are dispensed promptly and for continuing to provide telephone consultations during these challenging circumstances. Thank you very much.

Polite staff but expect longer waits

Strengths; On each visit, the team demonstrated courtesy and willingness to assist with minimal complications. The check-in process is straightforward, offering flexibility between speaking with reception staff or using the self-service digital system. Areas for improvement; The practice appears to accommodate a high volume of patients, which can occasionally result in appointment delays beyond the scheduled start time, particularly during busier periods.

Phone lines busy but staff genuinely listen and help

The clinical team and front desk staff are excellent and I would happily recommend this practice to anyone. While there can occasionally be challenges reaching the practice by telephone, when you do get through they are always willing to assist however they can. I access services both through the online patient portal and by phone, and whenever we have needed appointments we have been accommodated promptly. The clinicians are compassionate and genuinely take time to listen to your concerns. We have never felt hurried during consultations—the clinician has always been patient, attentive, and provided as much support as possible. If you are looking for a new practice, this one is among the best in the area.

Phone queues made appointment booking frustrating

It takes a considerable amount of time for the phone lines to be answered, and the processes in place seem unnecessarily complicated. The requirement to handle prescription requests in person meant I had to make an inconvenient trip to the surgery during a busy work schedule, complete paperwork on site, and then travel back to continue with my commitments the following day.

Phone lines constantly busy and frustrating

I have difficulty reaching the surgery by phone. The wait time at reception is extremely long, which is frustrating. I recently called to arrange a routine vaccination and received an automated message indicating I would be connected shortly, but the call was disconnected before I could speak to anyone.

Staff were genuinely helpful and kind

The team here is consistently wonderful! They go above and beyond to assist ❤️

Helpful support when I needed it most

The practice provided genuine support when I was dealing with a health issue.

Reception team made me feel welcome

The reception staff were lovely, polite and helpful, and I found the doctors and other staff members to be equally professional and supportive.

Friendly reception but some doctors don't listen

The reception team members are friendly and welcoming. Most of the clinical staff are good, although some could benefit from listening more carefully to what patients have to say.

Can't get through on the phone

Unable to reach the practice for appointments or inquiries.

Reception staff had a funny approach to service

The reception staff demonstrated an amusing approach to customer service.

Busy practice but phone lines get overwhelmed mornings

This is a bustling medical practice, which understandably makes it challenging to reach them during peak hours. That said, the quality of care provided is outstanding. It's worth bearing in mind that both reception and clinical staff are people who work hard and occasionally face the same limitations as everyone else, and they merit the same courtesy and consideration we would hope to receive ourselves. I would strongly recommend this practice. Pay no attention to those with negative views.