Anlaby Surgery

Patient Experience Summary

Clinical staff consistently receive positive feedback for their professionalism, compassion, and attentive care. The practice demonstrates particular strengths in prescription processing, with online services and medication requests typically handled promptly. Phone accessibility is noted as responsive, with calls answered consistently and efficiently. However, reception experience presents a mixed picture, with some patients reporting courteous interactions while others describe dismissive, curt, or unwelcoming approaches. This inconsistency in reception courtesy appears across multiple reviews and represents a notable concern.

Communication challenges emerge as a recurring theme, particularly regarding how reception staff handle routine enquiries and triage processes. Some patients report feeling dismissed after appointments or lacking meaningful support for their health concerns, whilst others praise the team's helpfulness and willingness to signpost alternative services. The practice has experienced staffing changes, with increased use of temporary clinicians noted as affecting continuity and the warmth of interactions compared to previous periods with permanent staff.

Administrative handling raises specific concerns including prescription issues, privacy considerations around triage procedures, and inconsistent attentiveness to patient needs. Whilst many long-term patients express satisfaction and confidence in the service, the feedback suggests reception team training in courtesy and customer service skills could improve the overall patient experience and better reflect the quality of clinical care provided.