Haxby and Wigginton Health Centre

Receptionists couldn't locate lost medical records

My wife has encountered significant difficulties attempting to register with this practice after relocating to the area. Her medical records seem to have gone missing and despite multiple visits, the reception team has been unable to provide clarity or resolve the issue. She requires repeat prescriptions, and the practice appears to have mislaid her previous paper prescription that was handed in approximately two weeks ago. This situation has left her unable to access her repeat prescriptions and necessary medication, as her former practice has since removed her from their records. We have given a one star rating as there is no lower option available.

Long waits and dismissive staff attitude

The practice has deteriorated significantly. There appears to be a lack of understanding regarding urgent matters, with extended waiting times on the telephone and staff who come across as dismissive and curt. The reception team's manner was particularly unwelcoming and unhelpful.

Difficult to reach and increasingly dysfunctional

The practice appears to be experiencing declining standards. I would recommend considering alternative healthcare providers.

Chemist staff helped sort prescription issues

Having encountered difficulties with a prescription whilst assisting an unwell friend, a member of staff at the local pharmacy proved to be exceptionally helpful, resolving the issues with great efficiency. As someone who relies on mobility aids and was feeling tired, I found this person to be considerate and respectful throughout the entire interaction. Their assistance was greatly appreciated and made a real difference to my experience.

Couldn't get through on the phone

Poor service experience

Couldn't get through on the phone

If I could rate this lower, I would. There is little positive I can say about my experience. I was very disappointed.

Quick response to prescription request

I reached out to the surgery via the contact form early in the morning and received a response within a couple of hours confirming that my medication had been dispatched to the pharmacy. The tablets were available for collection within an hour of that confirmation. The service provided was excellent and I have no complaints whatsoever. I am very grateful for the efficient support, particularly given the challenging circumstances we are all facing.

Phone queue wait times are frustrating

It has been quite some time since my last visit to the surgery, perhaps around a decade ago. Back then, booking an appointment was straightforward—you would simply ring and someone would typically pick up within about five minutes. When I called today, I found myself second in the queue after navigating through numerous menu options, yet I remained in that same position thirty minutes later—which felt rather disappointing. I decided to give the online appointment request a go instead. After spending a few minutes completing the form and submitting it, I received an error message asking me to try again at a later time. I'm not sure what's happening with the system. Thankfully, this isn't an urgent medical matter, though I must say the difficulty in getting through is proving rather frustrating!

Reception staff seemed to enjoy the chaos

The level of organisation and mishandling at this practice resembles a chaotic establishment, though the situation is far from amusing. The reception team appear to find the disorder rather entertaining.

Quick responses improved my experience

I initially experienced difficulties with the practice when I first joined and posted a lower rating online earlier in the year, as there were issues with my prescription request and hospital correspondence going missing, followed by a paper prescription being prepared for collection when I had specifically asked for an electronic version, and I wasn't notified about this. However, after being a patient for six months, I feel it's appropriate to update my assessment to a more positive rating. The practice has since demonstrated prompt responsiveness to my online appointment requests and the clinicians I've consulted on two separate matters have provided good care.

Phone queue delays made getting results frustrating

Attended an appointment and underwent a blood test at a local facility on the same day. Called the surgery a few days later to inquire about the results and was directed to ring back after a certain time, only to find the surgery was closed for staff training. Made another attempt several days later and was informed of a queue position, but after waiting a considerable time decided to end the call. Tried once more and was assured that someone would contact me with the results, though this did not happen. The symptoms that prompted the initial visit remain unchanged after more than a week, and the delay in receiving results has been frustrating.

Couldn't get through on the phone line

It would have been preferable to seek assistance elsewhere.

Disorganised practice with broken equipment and poor staffing

The practice needs to improve its organisation. I was unable to obtain blood forms due to printer issues. I visited multiple locations, encountering various obstacles including one being closed, another having no reception cover during lunch hours, and another without functioning printers. It was frustrating to find the practice listed as open on a Saturday morning, only to be directed to call 111 instead. Additionally, I was unable to arrange a prescription correction for medication that was incorrectly dispensed. The situation resulted in wasted fuel and associated costs from travelling between locations.

Staff made me feel genuinely welcome

The entire team demonstrated considerable helpfulness and friendliness throughout my visit.

App booking left me waiting weeks without updates

I submitted a routine appointment request through the app as instructed and have been waiting for approximately five weeks without receiving an appointment. While I did get an initial acknowledgement, the subsequent communication has been extremely poor. It's understandable why patients resort to requesting urgent appointments instead. The system does not appear to be functioning as intended.

Online form got same-day response

Had excellent service from start to finish this week. Completed an online form and was contacted by the surgery the same day. Had to pick something up from the reception desk (very pleasant staff member) and return it. Was contacted by a clinician in the morning. Collecting medication today. Thank you.

Reception doesn't respond to emails or calls

The reception service has been extremely disappointing, with consistent difficulties in getting responses to email enquiries and reaching the practice by telephone. The ongoing use of pandemic-related explanations for these communication issues is frustrating and feels inadequate.

Smooth booking and helpful reception staff

Excellent experience throughout the entire visit

Long phone queues and remote diagnosis concerns

After spending half an hour in a telephone queue and providing my medical history to reception staff, I received a diagnosis based solely on a description of my symptoms and photographs sent to the clinician. I question whether this approach demonstrates the level of professionalism and care I would expect. Additionally, I had concerns about the service provided by the associated pharmacy.

Fighting for appointments through confusing forms

You have to struggle to secure appointments. The booking system requires completing a form that can be confusing to fill out, after which there is a lengthy wait for a callback. The waiting period feels unreasonably long for an initial phone consultation. While the clinical staff appear to be making efforts, the frequent attribution of delays to external factors seems inconsistent with current circumstances in the local area.