Filey Surgery

Triage system leaves you waiting months for help

The care provided has been disappointing. The triage system results in a message stating they will contact you when an appointment becomes available. I have been waiting for two months for a medication review. After booking an appointment regarding a shoulder issue, I was informed that pain relief would be prescribed within two days, but nothing arrived. Upon following up, I discovered I had been placed on a waiting list for an injection procedure and was told I was first in line, yet a week passed without contact. When I inquired about interim pain management, I was asked to submit another triage form. Overall, the standard of service at this practice appears to have declined significantly.

Long waits between appointments, staff weren't helpful

Appointments felt unproductive with lengthy gaps between visits, and there was minimal engagement regarding my care plan. Some front desk staff interactions were disappointing and discourteous. Overall, this has been the least satisfactory healthcare experience I have encountered, though I do not require medical services frequently.

Phone receptionist showed little concern for patient needs

I recently contacted the surgery by telephone and found the receptionist's manner to be dismissive and unhelpful. I was concerned that had I been an older person without access to transport or someone with mobility difficulties, their needs would not have been considered. The staff member repeatedly stated that the practice was very busy and directed me to alternative locations for blood tests before a certain date, without offering any further assistance or showing genuine concern for my situation. I was disappointed by the level of care demonstrated during this interaction and feel the practice manager should be made aware of how this call was handled, as it did not reflect the standard of patient service I would expect from a medical practice.

Long waits and poor communication here

I have resided in several different areas throughout my life, and based on my experience, I would say this practice falls short compared to others I have attended previously.

Didn't feel listened to about my concerns

This practice does not appear to be conducive to achieving positive health outcomes.

Couldn't regain confidence in this practice

I would rate this practice much lower if possible. I base this on my own encounters and feedback I've heard from others in the area. I have lost confidence in their services.

Waiting room neglected, kept on endless waiting lists

The practice appears primarily focused on meeting externally imposed performance objectives rather than individual patient care needs. The waiting area environment is in need of significant improvement. The décor appears dated and neglected, with informational posters that many might find distressing, and concerns about the general cleanliness of both seating and flooring. Regular attendees at the practice tend to present with similar health concerns repeatedly. The service may be worth avoiding if possible. There is a personal preference for managing health through lifestyle choices rather than pharmaceutical or surgical interventions. Currently on a waiting list for treatment, but has received periodic text messages over an extended period apologising for the delay and asking whether continued placement on the list is still desired. The standard of care and facilities provided compare unfavourably to those available at veterinary practices, which often benefit from better environmental conditions such as climate control.

Online booking system left me waiting unnecessarily

I arranged an appointment through the online system as instructed by reception staff, only to be informed that no slots were available and I would need to wait for an opening. Given the urgency and importance of my health concern, I contacted the practice by phone to request an expedited telephone consultation. However, I was directed to the triage service, which did not seem like a practical solution for my situation. I subsequently called 111, and within approximately twenty minutes, they arranged a same-day telephone consultation at my local practice, which took place within the hour. The reception team at this practice appears to lack either the capability or the willingness to manage appointments efficiently enough to accommodate patients with time-sensitive issues, such as fitting me in before the end of the day. The clinical staff and doctors are pleasant and competent in their roles, provided one is able to secure an appointment with them. The overall experience with the appointment booking process has been disappointing. I am concerned about how patients with greater difficulties navigating this system, such as older individuals, manage to access care, and wonder whether this barrier contributes to health issues becoming more serious before receiving proper attention. The appointment system would benefit from significant improvement.

Reception helped switch to another doctor quickly

Absolutely ridiculous!! I brought my newborn daughter in as I was worried about her health as she was struggling to breathe through her nose and the healthcare professional who saw us had a cough and was coughing without covering their mouth. We ended up requesting to see a different healthcare professional. It should be common sense to not have staff members who are unwell examining newborn babies!! Absolutely fuming!!

Online form request left unresponded for hours

I have been managing some mental health concerns for quite some time, which have recently been compounded by a physical health issue. A healthcare professional at the practice suggested that addressing the physical matter might be beneficial for my overall wellbeing. To request an appointment, I completed an online form as required by the practice system. After waiting several hours without receiving a response, I contacted the practice by phone. Unfortunately, the form had not been received, and I was informed I would need to submit it again, as the reception team were unable to assist further. I resubmitted the form, and received a text message response indicating that no appointments were currently available and that I would be notified when one became possible.

Smooth and efficient flu jab appointment

Attended an appointment for a routine vaccination along with a family member and found the entire experience to be excellent from beginning to end, with clear organisation throughout. Upon arrival, we were welcomed by a volunteer who provided helpful directions, proceeded promptly to receive the procedure which was administered without discomfort, and completed the visit within a short timeframe. The volunteers and staff members deserve recognition for delivering an outstanding level of service.

Dismissed concerns despite explaining disability

I attended an appointment seeking support for my mental wellbeing. The response I received suggested that my concerns might not be as significant as I felt, given that I had sought help. I was advised to consider establishing a regular exercise routine, despite having previously mentioned that I face physical limitations.

Reception team made us feel welcome

While visiting the area, my young child became unwell and the entire practice team proved to be absolutely wonderful. The reception staff, the clinician, and the pharmacy team were all incredibly helpful and approachable throughout the experience.

Reception could've explained the preparation better

Attended an appointment with a nurse today. I was asked to arrive thirty minutes early and was instructed to lie on a bed during this time by a courteous receptionist. After waiting approximately forty minutes, the nurse arrived but was unable to proceed with the test because I had shifted my legs due to discomfort, and the procedure requires remaining completely still with arms and legs immobilised for a period of time. I had not been informed of these requirements upon arrival. Both the nurse and receptionist were pleasant and helpful, though better communication about what to expect beforehand would have been beneficial to avoid wasting time for everyone involved.

Unclear waiting times for initial appointments

I'm on the waiting list to see a GP but I'm uncertain about how long the wait will be before I can secure an appointment.

Reception staff made medical decisions inappropriately

I'm not one to complain, and while I believe the healthcare system is struggling to serve people adequately, this practice has been particularly disappointing. As a patient managing a significant health condition with ongoing healing concerns, I would expect to be able to access a doctor. However, the reception staff treat patients dismissively and make clinical decisions that fall outside their remit. When I developed a respiratory infection and had an open wound requiring antibiotics, I was directed to contact the out-of-hours service or emergency services because no suitable appointments were available. While I recognise the pressures the practice faces, redirecting patients in this way seems counterproductive and only adds strain to already stretched emergency services.

Prescription altered without any consultation or discussion

Very poor experience. Upon registering and collecting an initial prescription, I found that the dosage had been reduced without any discussion or explanation beforehand. Additionally, my wife attempted to collect her medication, which she uses as needed. She has not required a repeat prescription since 2018, demonstrating how infrequently she needs it. She experiences severe headaches that can be debilitating for extended periods, and this medication is essential for managing her symptoms. It appears that financial considerations may be prioritised over patient wellbeing. The practice management should reflect on this approach. We have been registered with five different surgeries over the past five years, and this practice has been the least satisfactory of all of them. The others provided significantly better service. I am disappointed with this experience.

Quick appointment for unwell baby

Absolutely brilliant service. We were staying at my parents' place when my young baby became unwell. From making the initial call to being seen by a healthcare professional was fantastic. They couldn't have arranged the appointment any quicker :)

Hard to book appointments, staff unhelpful

Should you manage to secure an appointment at this practice, the clinical care provided is typically of a good standard. However, it is unfortunate that several members of the practice team do not demonstrate a particularly helpful approach. For this reason, this is not a practice I would feel comfortable recommending to others. This has been my least satisfactory experience with any surgery I have attended. The overall impression is that patient-centred care does not appear to be a priority. I would suggest looking elsewhere.

Frustrating call back system wastes your time

If you fail to answer a callback from the practice, you'll need to return to the online system and complete an extensive form to begin the process anew. This is frustrating!