Haigh Hall Medical Practice

Difficult to book without digital access

An unsuitable service for elderly patients or those without access to modern technology such as smartphones or email. The practice does not appear to accommodate the needs of older or vulnerable individuals.

Quiet practice with kind and attentive staff

I regularly accompany a family member to this practice for their appointments. The clinical staff members are consistently warm, friendly, and demonstrate genuine care in their work. The reception area tends to remain relatively quiet and uncrowded. The check-in process is straightforward and self-managed, so I haven't observed significant numbers of other patients. Appointment times have been prompt, with minimal waiting periods before being seen. The overall atmosphere is welcoming, with all staff displaying kindness and professionalism throughout each visit.

Reception staff ignored me at the desk

I attended the surgery to pick up an item (a straightforward matter and I was the sole person waiting) and found the two reception staff members engaged in conversation with one another before both turned their attention to their screens without acknowledging my presence. Upon greeting them, one indicated she was occupied with her computer and was unable to assist, whilst the other posed a curt question about whether I had a scheduled appointment and appeared unwilling to engage further. I felt their demeanour fell short of what one would expect from reception staff, lacking both warmth and a helpful approach.

Friendly reception staff made the visit pleasant

Excellent Healthcare Facility I had a very positive experience at this medical practice. The staff were professional, attentive, and made me feel welcome during my visit. The clinical team demonstrated strong knowledge and provided thorough care. The appointment was well-organised and ran smoothly. The practice environment was clean and comfortable. Overall, I was very satisfied with the service I received and would recommend this facility to others seeking quality healthcare.

Receptionist offered no alternative after long delay

I felt let down by the standard of service provided. After an initial wait of over 40 minutes, I was informed by reception staff that the clinician had not yet arrived and that a further 40-minute delay was expected, leaving me with the choice to depart or remain. This is not an isolated incident, and on this particular occasion, I was experiencing considerable discomfort. I find it frustrating that patients are held to strict punctuality standards, yet similar delays from the practice side are not reciprocated with the same expectations. Rather than being offered an alternative appointment, I was simply instructed to arrange another booking if I wished to be seen, which I felt was an unsatisfactory response to the situation.

Practice improving but staff genuinely care about patients

The practice has definitely declined since the pandemic, but there is one particular clinician who is genuinely caring and committed to helping patients. It's fortunate to have someone like this on the team, as their dedication makes a real difference to the overall experience at the surgery.

Reception staff could've been more helpful

As patients, we place considerable trust in healthcare professionals with our wellbeing, but the quality of care and guidance I have received from various clinicians has been deeply disappointing. I regret following their advice. It is reassuring that one particular clinician has now left the practice, though I continue to have concerns about the remaining team.

Long wait without appointment, referred to A&E instead

I waited at the surgery for over an hour with my unwell daughter. I should mention that I arrived without an appointment. I had come home from work when my daughter told me she was feeling very poorly, mentioning that her throat felt like it was closing up. She does struggle with anxiety and can sometimes overreact, but when I examined her throat, it was noticeably red, swollen, and inflamed. When I called the surgery, I was told someone would speak to a doctor and call me back. The advice given was to attend A&E. I found this frustrating given that my daughter has significant anxiety, and attending an emergency department could have triggered considerable distress, particularly if she worried the situation was more serious than it was. During our wait, I observed that only one patient was seen during the entire time we were there. What could have been resolved in just a few minutes of someone's time was instead escalated elsewhere. My daughter eventually became very distressed and wanted to leave. I've since had to spend considerable time reassuring her and have needed to contact other services to help manage the situation. I feel that a brief consultation could have prevented all of this upset. I'm disappointed by what feels like a shift in how the practice operates. When I first registered here after moving from another area, the surgery had an excellent reputation, but my experience today suggests that may have changed.

Staff really listened to my concerns

This is the finest medical practice I have attended. The entire team is wonderfully kind and genuinely attentive to what patients have to say. I find it puzzling why there are unfavourable comments about this surgery elsewhere.

Couldn't get help when I needed it

I previously felt confident about my healthcare provider, but I have become increasingly disappointed with the level of support I have received during times when I needed assistance most. I am now considering switching to a different practice.

Long phone waits but staff are genuinely helpful

I have been a patient at this practice for nearly a decade. The clinical staff, support workers, and reception team have consistently provided good care. It is important to recognise the challenges facing general practice and how the landscape has evolved. Whenever I have needed medical attention, I have been able to arrange an appointment or consultation, and the care received has been of a high standard. While waiting periods on the phone can be lengthy, this appears to be a common issue across many practices in the area. The team deserves recognition for their efforts. One suggestion for improvement would be to reinstate online appointment booking if resources permit, as this could enhance accessibility for patients.

Reception staff unhelpful when seeking ongoing support

An extremely disappointing practice experience. The primary concern stems from unhelpful interactions with a member of the reception staff. Obtaining meaningful assistance for my chronic health management directly from a clinician has proven very difficult. The overall service feels fragmented and inadequate. I am actively seeking to move to another provider. The reception team appears to be the main point of contact rather than qualified medical professionals. This falls well short of acceptable standards. 😔

Long phone queues make appointments difficult

I recently accompanied a family member during a visit to this practice. They had attempted to contact the surgery by phone and experienced a lengthy wait time on hold. In comparison, other local medical practices have provided more efficient communication and accessibility.

Receptionists made the phone experience difficult

This practice was once highly regarded, but the experience has been negatively affected by unhelpful and dismissive front desk staff, particularly when handling telephone inquiries.

Receptionist eventually listened after pushing back

I recently called to arrange an advance appointment for a medication review that hasn't taken place in several years due to the pandemic. After some discussion with the receptionist, I was eventually offered a face-to-face appointment with the asthma nurse rather than the telephone consultation that was initially suggested. I had pointed out that it seemed illogical not to allow advance bookings when the review month is clearly printed on every prescription. I feel the practice's service has declined since the pandemic began.

Friendly staff, but phone queues are slow

Welcoming, supportive and make efforts to arrange appointments or contact when feasible. Phone lines can be slow to respond but this appears to be a common issue across practices. X

Long waits despite quiet surgery schedule

I have had consistently disappointing experiences throughout my time as a patient at this practice. Today's visit was particularly frustrating. I spent a considerable amount of time away from work for what turned out to be a brief appointment, despite the surgery not appearing busy at the time. While I found the clinician I spoke with on the phone to be pleasant, the clinician I saw in person came across as unhelpful and dismissive. I question how some individuals in patient-facing roles maintain their positions. The practice would benefit from significant improvements before losing more patients. Additionally, the wheelchair accessibility at the premises is inadequate. I would recommend others consider alternative healthcare providers if accessibility is a concern.

Hard to get appointments when you need them

I have been dealing with a significant skin issue that requires professional medical care. If my home commitments were different, I would have sought emergency department care by now. It appears that unless you call precisely when lines open and secure a spot in the initial queue, obtaining an appointment is extremely difficult. The availability of appointments seems very limited. It is disappointing, as this has been my practice for many years and the service quality has noticeably declined.

Long phone queues make appointments impossible to get

I have found my experience with this surgery disappointing since the recent management change. It has become extremely challenging to reach the reception team, often requiring 15 to 20 minutes of waiting, and by the time someone answers, all available appointments have typically been booked. The practice requests that patients call at the start of the working day, but this isn't practical for those with employment commitments. Calling even slightly later means joining a lengthy queue, and appointments are usually fully booked by then. The service has altered significantly in recent years and, in my view, not for the better. Consultations are now conducted exclusively by telephone rather than in person. The practice previously offered morning walk-in clinics where patients could see a clinician, but this service no longer exists. When a face-to-face appointment is eventually secured, patients are directed to an alternative location in Shipley. Since I registered with this practice and not the Shipley location, being referred elsewhere feels inconvenient. I recognise that general practices operate under considerable pressure, but the current situation feels unreasonable. I am seriously considering switching to a different practice, as I should not need to spend such extended periods on hold simply to discuss a basic enquiry with reception staff.

Reception team made me feel welcome and heard

The practice staff consistently demonstrate a helpful and courteous approach. Both clinical and reception team members are polite and accommodating. The clinicians provide comprehensive and attentive care.