Anlaby Surgery

Didn't feel listened to or supported

I found this practice to be disappointing overall. The staff did not seem to listen attentively to my concerns, and the level of support provided fell short of my expectations. My health issues did not appear to be taken seriously. I would consider switching to a different surgery if it were possible.

Receptionist made booking process smooth and easy

This practice is wonderful! The receptionist team member who is relatively new to the role demonstrates excellent professionalism.

Reception staff could improve their manner

I have no issues with the clinical staff at the practice but find it challenging to interact with the reception team. I recently had a phone call with a member of reception staff regarding a straightforward enquiry about repeat medication, and I felt their response came across as rather dismissive and condescending. It may be beneficial for the reception team to receive some refresher training in customer service skills.

Friendly receptionist made all the difference

I rang the surgery earlier today and had a really positive experience. The person who answered the phone was extremely friendly, courteous and went out of their way to be helpful. This was a significant improvement compared to my previous interactions with the practice over the years, and it was genuinely appreciated.

Long-term patient forced to change practice suddenly

I have been a patient at this practice since I was 16 years old, and have remained registered here for over five decades despite moving outside the practice boundary many years ago. Recently, I was notified that I have 28 days to transfer to a different surgery. I find this decision deeply disappointing, particularly given that I am currently receiving treatment for several ongoing health concerns. The reason given was that new residential developments in the area mean the practice needs to prioritise patients living within their catchment zone. I am very upset about this situation.

Online prescriptions arrive reliably at the pharmacy

I have been a patient at this practice for forty years. Over the last five years, I have depended significantly on this practice for my healthcare needs. I manage my repeat prescriptions through the online system, and they have consistently been processed and sent to my pharmacy without issue. I have not experienced rudeness from the reception staff, and I recognise that they manage a demanding role and handle numerous requests as best they can. I am comfortable explaining the reason for my appointment when asked. When the receptionist recommends an alternative healthcare professional or service, I am willing to explore that option. This approach has frequently allowed my concern to be addressed more promptly, and if further medical care is needed, I am appropriately referred to the relevant service.

Polite and professional care every time

I have consistently received courteous and professional treatment throughout my visits.

Quick help when my son needed it

On each occasion I have required assistance and guidance, the service has been excellent. My child had an accident today and the staff were very supportive and attentive in providing care.

Reception staff attitude made contacting surgery difficult

Multiple prescription issues and misplaced samples have been problematic. Many of the reception staff interactions have been quite unpleasant, which discourages reaching out to the practice. It is disappointing to see a surgery operate with these kinds of difficulties without apparent improvement.

Removed after decades for living over border

I have been removed from this practice after six decades of being a patient here due to residing across the border in another area. The previous leadership would not have made this decision. I feel both outraged and deeply disappointed by this outcome.

Reception staff need better customer service training

The reception team appears outdated in their approach and came across as quite abrupt and dismissive when I made enquiries. They were notably short-tempered and impolite throughout my interaction. The clinical staff members, by contrast, were very approachable and professional. I suspect the practice leadership may not be fully aware of how the front desk demeanour is negatively impacting the overall reputation of the service.

Phones always answered when you call

This practice deserves commendation across the board. Calls are consistently answered promptly. The team provided exceptional support with a family member. Medication requests are typically processed and made available very quickly, often within the same day. In contrast, another healthcare provider I use elsewhere has significant difficulties with phone accessibility and experiences substantial call waiting times. This surgery stands out as outstanding.

Honest feedback but locums feel less personal

The team members are generally welcoming (on the whole), though the clinician can sometimes seem rather direct in their approach, which I actually value for their straightforward communication style. The practice appears to have changed considerably with an increased number of temporary doctors. The experience felt warmer and more pleasant when there were consistent permanent clinicians in place.

Receptionists triaging patients affects privacy concerns

The five stars reflect my experience with the clinical staff and reception team. However, I have concerns about the current triage process being conducted by reception staff. While I recognise the reasoning behind this approach, I feel it may compromise patient privacy in certain situations.

Reception staff could improve their manner

The clinical staff are commendable and demonstrate genuine effort in their roles. However, the reception team's approach leaves room for improvement, particularly regarding courtesy and empathy. While I understand the pressures facing the NHS and rarely voice concerns, this pattern has occurred repeatedly and warrants mention. Though some reception staff are pleasant and helpful, others come across as dismissive and curt.

Surgery supported us through difficult times

I have been a patient at this practice for over fifty years and have experienced very few issues, with any problems that have arisen being related to communication gaps between different healthcare settings rather than the practice itself. The team has been consistently supportive towards my family members during times when they required additional care and assistance.

Helpful staff and smooth online prescriptions

Very good surgery, everyone is helpful and friendly, the clinical staff in particular, online prescription service is excellent, I would highly recommend.

Receptionists warm up once you know them

My partner is a patient at this practice, and the reception staff are welcoming once you get to know them. The clinician has been excellent, and my partner, who has multiple complex health conditions, has always had a positive experience here.

Reception staff could be more welcoming

Most of the reception staff come across as unwelcoming. The clinician does not appear to review prior medical history thoroughly and adopts a condescending manner with patients. I consistently feel dismissed after appointments and without meaningful support. I have needed to request specialist referrals myself on multiple occasions as the clinician was not taking proactive steps.

Reception staff were dismissive and unhelpful

The reception staff could benefit from improved communication skills and seem to struggle with handling routine enquiries. While the clinical care provided is excellent, the initial interaction with administrative staff can feel dismissive and unwelcoming.