Helmsley Surgery

Surgery staff went above and beyond with support

Cannot fault this practice, which consistently provides assistance when needed. The team has been absolutely wonderful with my child. All concerns have been properly addressed. Both the pharmacy and staff members have exceeded expectations in helping with medication adjustments for my child. Thank you very much.

Hard to book appointments through multiple gatekeepers

The clinical staff members are attentive and provide good care once you are able to secure an appointment. Previously, there were no difficulties in obtaining timely appointments, however in recent months the process has become considerably more time-consuming. The current system requires initial symptom discussion with reception staff, followed by assessment with a nurse, before an appointment can be arranged. Additionally, appointments are frequently cancelled with short notice, necessitating the entire process to begin again. I found it necessary to inform reception staff of the practice's obligation to provide urgent assessment for paediatric patients experiencing acute symptoms within a defined timeframe. The practice repeatedly attempted to resolve the matter through a telephone consultation with nursing staff, despite the limitations of remote assessment in providing comprehensive clinical evaluation and treatment options.

Staff were friendly and really supportive

Outstanding experience as always, with all team members demonstrating friendliness and exceptional support throughout.

Felt genuinely listened to and cared for

Excellent medical facility! We feel very fortunate to have access to such attentive and supportive healthcare services!

Reception unwilling to discuss reasonable adjustments

I found this practice to be deeply disappointing in their approach to patient care. Despite my need for specific accommodations due to trauma-related anxiety, the practice has shown no willingness to make adjustments that would allow me to attend appointments comfortably. This inflexibility has resulted in me being unable to access important vaccinations that I require for my respiratory health. The practice appears to prioritise patients with straightforward healthcare needs and shows little concern for those requiring additional support or reasonable adjustments. This approach has effectively prevented me from receiving necessary medical care. I feel the practice has failed to demonstrate awareness of their legal obligations regarding accessibility and support for patients with additional needs.

Phone lines stay open and responsive

Excellent facility with responsive telephone services, maintaining accessibility that some other practices have discontinued. The presence of an in-house pharmacy streamlines communication between clinical staff and dispensing services, allowing for more effective problem-solving than external or remote pharmacy options. The booking system functions well, and the clinical team demonstrates professionalism and courtesy throughout patient interactions.

Receptionist unhelpful when calling at opening time

Called at 8am this morning and found the reception staff unhelpful. I have not previously felt compelled to leave a review about a medical practice being so uncooperative. I was visiting the area on holiday and experiencing concerning symptoms, but was advised to contact my usual practice some distance away as they held my records. I left the interaction feeling very worried and distressed, which negatively impacted my time away. I subsequently attended the emergency department. It is concerning to consider the pressures facing our healthcare services.