Dyneley House Surgery

Quick online service made registration smooth

I recently registered with the practice and was promptly referred for various diagnostic investigations and imaging, with an appointment arranged within a fortnight. The team members are wonderful! The clinician I initially consulted with was efficient and thorough, arranging appropriate tests whilst demonstrating kindness and empathy. The nursing staff member was friendly and took time to understand my needs. The digital platform is excellent and I've experienced rapid communication through it. I'm very satisfied with the standard of service and care provided. Thank you x

Prompt appointments and genuinely supportive staff

I have found my experience at the practice to be very satisfactory. Whenever I have sought an appointment, I have been accommodated in a timely manner without prolonged waiting periods. The team consistently demonstrates a helpful, empathetic, and professional approach, which has been genuinely valuable. I am grateful for the attentive and effective service that has been offered to me.

Phone receptionist dismissed my health concerns

Had a really frustrating experience speaking with a receptionist while feeling quite unwell. When I mentioned my symptoms and concerns about a possible serious illness given recent health concerns in the area, the response felt dismissive and unhelpful. The comment that "everyone has this" didn't feel appropriate given my specific worries, and when I pointed out that others close to me hadn't experienced the same symptoms, the tone of the conversation didn't improve. It seemed like there was an attempt to recover the interaction partway through, but overall the experience left me feeling unsupported. I felt the interaction lacked basic compassion and understanding, and I believe some additional training in patient communication and empathy would be beneficial for the practice.

Long phone queue wait for appointment booking

Attempted to contact the practice to schedule an appointment and was first in the queue, yet experienced a wait of over 25 minutes before the call was picked up. Was told that only a single staff member was handling incoming calls at that time on a Monday morning when demand is typically high. The local area has expanded considerably in recent years, yet it appears the practice continues to operate with minimal call-handling capacity during peak periods. This situation may contribute to patients seeking alternative care options. The practice's performance appears to have declined since the pandemic, and there are concerns about the effectiveness of current management practices.

Quick and efficient appointment booking process

An excellent medical practice that I have found to be among the finest I have attended. The team members are wonderful, and the service is both prompt and well-organised.

Reception staff were unhelpful and dismissive

This practice is disappointing and falls well short of expectations.

Quick callback made me feel properly listened to

I've recently registered at this practice following my relocation, and I'm already experiencing excellent care. A clinician contacted me promptly after I submitted a consultation request and initiated the process for me to be seen regarding a long-standing health concern that I felt wasn't adequately addressed by my previous practice. I attended an appointment yesterday following a telephone consultation the week before, and I immediately felt heard and valued. The practice demonstrated genuine commitment to arranging my referral for specialist treatment that I believe would have benefited me sooner. The clinician I saw was warm, supportive and instilled me with confidence that registering here was a very positive choice.

Dismissed concerns without proper investigation

My friend attended this practice regarding a personal health concern and felt that the clinical staff did not take her symptoms seriously or show adequate interest in her situation. She subsequently sought a second opinion elsewhere, which involved additional costs, and received a different diagnosis. She was disappointed with the level of care provided by this practice and would not recommend returning.

Efficient online diagnosis and quick pharmacy delivery

Excellent service provided through the online system, with a diagnosis made promptly and medication sent directly to the pharmacy for collection. A sample was submitted for laboratory analysis, and the results came back the following day, confirming the initial assessment. Upon finishing the course of treatment, I was able to contact the surgery and was offered an appointment the same day. The entire process was remarkably efficient and professional from start to finish. Thank you to everyone involved in my care.

Text message felt unnecessary and presumptive

I found it somewhat offensive to receive a text message stating that over 200 appointments had been missed by patients at the practice in the previous month, and that these could have been used by other patients and cost the NHS money. The message requested that patients unable to attend appointments notify the practice promptly, either online or by telephone, and warned that patients with a pattern of frequently missing appointments would be removed from the practice. This was signed by the surgery. I felt this message was inappropriate to receive, particularly given that I had not had an appointment with them for more than half a year.

Quick response from online form to results same day

An excellent service from the clinical team today. I completed an online request form in the early morning, received a callback within an hour and was seen shortly after. My concern was thoroughly assessed. A prescription was issued and collected from the local pharmacy within half an hour. A blood test was arranged and completed before I departed. By the end of the same day, I received my results, analysis and recommendations via text message. The efficiency and care provided were outstanding. Thank you.

Inconsistent care with different GPs each visit

My experiences at the practice have been inconsistent. I see a different clinician on each visit. Many seem unfamiliar with my complex medical background and appear uncertain about my current medications, which is disappointing. Occasionally I encounter someone who is considerate and makes genuine efforts to develop a suitable management approach... then I see someone else who seemed unprepared for our discussion and had to look up information and consult colleagues during the appointment. Obtaining referrals to specialist services feels unnecessarily difficult. Seeking guidance on social support for mental wellbeing or disability-related concerns is similarly challenging. I recognise that resource constraints play a significant role in these issues, so I don't feel entirely frustrated by the practice itself. However, being called in for an in-person visit only to be informed that medication support is no longer available due to policy changes is genuinely disheartening. The practice appears to have declined from how it operated previously, and the ongoing changes to how it's run and structured are quite noticeable.

Felt listened to and well cared for

I received excellent service during my recent visit to the surgery. The healthcare professional I saw was highly professional, demonstrated strong knowledge, and showed genuine care throughout the appointment. I'm very grateful for the quality of care provided.

Friendly staff made settling in easy

We recently relocated to this area and required a new general practice. I have now visited the surgery on two occasions, both times for straightforward health matters, and I have been thoroughly impressed with the professionalism and quality of care provided. The healthcare professional I consulted during my most recent visit was warm, compassionate and extremely supportive. I was not required to contact the surgery by telephone as both appointments were routine age-related consultations, so I am unable to offer feedback on their telephone appointment arrangements, however I am pleased that I selected this practice.

Felt listened to and not rushed through

We had an appointment today with a junior clinician who was absolutely fantastic! She listened carefully to my child and didn't make them feel rushed. She's just sent a message to confirm that referrals have been arranged! Honestly, the care has been amazing, the staff member was polite and very attentive. Thank you!

On-hold music made calling unbearable

I would rate this practice very poorly. Over several years, I have raised concerns about the on-hold music, which features a high-pitched tone that is jarring and unpleasant. The practice often does not warn patients before transferring them to hold, so the sound comes as a sudden shock. While some staff members appear caring and well-intentioned, the experience of being promised a callback that never materialises has left me feeling the service is unreliable. I wonder whether positive reviews come from those with fewer health challenges or less anxiety, as their experiences might differ from mine. When staff operate remotely, the appointment booking system becomes extremely difficult to navigate, and in-person visits feel nearly impossible to arrange. When I have suggested what I believe would be helpful improvements for other patients, I have felt dismissed rather than heard. I do not feel that diversity messaging addresses the fundamental issues with accessibility and responsiveness. I had to cancel an appointment due to being unwell, and the prospect of contacting the practice again fills me with dread given my previous experiences with the phone system.

Reception staff refused to help with urgent prescription issue

I've been attending this surgery for approximately a year following my relocation, having previously been with another practice for a considerable length of time without issues. While I recognise the significant funding challenges facing the NHS, this does not justify the apparent unwillingness of reception staff and management to provide helpful or proactive assistance, which should be fundamental to their roles. A couple of weeks ago, I was unable to reach anyone by phone despite multiple attempts, so I visited in person. The reception desk was unmanned despite other staff being present. I asked a straightforward question requiring only a brief check. I was instructed to telephone the surgery I was standing in. I initially thought this was humorous, but it became clear it was not. I made the call while standing in reception, with no one answering. The receptionist observed this but offered no assistance. Eventually, a member of clinical staff noticed my situation, made enquiries, and resolved the matter within moments. Today, I was instructed to collect a prescription from a specific pharmacy to begin medication urgently that evening. Upon arrival, the pharmacy did not have it. I returned to the surgery and explained the situation to the same receptionist in an empty reception area. I was told the prescription had been sent to my regular pharmacy instead. I clarified that the clinician had specifically directed me to the other location as my usual pharmacy was closed, enabling me to start treatment that day. I was informed I would need to wait until the following day. I reiterated the urgency, explained I had travelled as instructed, and asked if someone could quickly update the pharmacy details before closing time. After consulting with a colleague, I was told the medication was not for an urgent matter and I should return home. There was no acknowledgement of the inconvenience or apology for sending me out on this errand. When I requested to speak with management, I received a dismissive response that nothing could be done. Both staff members spent considerable time explaining why they could not assist until the surgery closed, despite the change taking only seconds. The surgery has implemented numerous restrictions, including preventing walk-in appointments, citing confidentiality protection. Such barriers inevitably affect patient access and create distance between patients and clinicians. This approach is concerning. The surgery instructed me to collect a prescription, yet when an error occurred, they refused to correct it or demonstrate any consideration or basic courtesy regarding the inconvenience caused. Standards of customer service from other industries far exceed what I experienced. I explained that their treatment directly impacts patient wellbeing and causes stress, which management acknowledged observing, yet both displayed an indifferent demeanor. This was disappointing and unprofessional. While they may consider themselves professional through rigid adherence to rules and systems, this approach is unsuitable for patient care. There is never justification for delays in healthcare. My condition is stress-sensitive, as are many others, so this experience has been particularly counterproductive.

Registration process was straightforward and welcoming

I relocated to Skipton approximately a year ago and was pleasantly surprised to be registered with the practice promptly following completion of a brief registration form, which contrasted with the concerns I'd previously heard about the difficulty in securing a place locally. My limited number of appointments since then have consistently resulted in genuine appreciation for the care provided by what I consider to be an outstanding practice, staffed by capable individuals managing the organisation effectively and supported by a skilled clinical team. The appointment scheduling system and digital booking options are also particularly well-designed and user-friendly. I'm very grateful for the service received.

Midwife appointment felt calm and patient

Attended a maternity appointment with my partner, and the healthcare professional demonstrated patience and a reassuring manner throughout. I would recommend them positively.

Struggling to book appointments at convenient times

Attempting to secure an appointment at convenient times has proven challenging, so I have had to contact specialist services directly.