Holderness Health - St Nicholas' Surgery

Reception dismissal made me feel like a joke

I rarely leave reviews but felt compelled to share this experience. I have been in this area for the past 4 years and have struggled with significant pain for 2 and a half years, which has progressed to include fainting, vomiting, fevers and periods of immobility lasting several hours. This has substantially impacted my work and daily functioning. Recently, I felt I had made progress when I was seen by a clinician who demonstrated genuine helpfulness and empathy. This was encouraging after spending considerable time in emergency services over the years where I was often told my symptoms were normal or advised to take over-the-counter pain relief. This clinician referred me for specialist cardiac assessment due to how my symptoms were affecting my heart rate, and a potential underlying condition was identified. They recommended I receive a further referral promptly. However, after several exchanges, no new referral materialised and I continued waiting. I was prescribed medication for the third time, which unfortunately caused significant adverse effects and proved ineffective. I recently visited the practice in person after making two telephone calls without receiving a response. When speaking with reception staff, the interaction was not what I had hoped for. I simply asked whether appointments were available or if I could arrange some tests within the following week or two. I felt dismissed, which I recognise may be understandable given how busy the practice was. However, when I explained what my previous clinicians had advised and what I was experiencing, the staff member's response made me feel my concerns were not being taken seriously, and I felt embarrassed in front of others waiting. After further discussion, I asked about booking an appointment with a clinician but was directed to use the online system. I intend to continue engaging with this practice, but I have found my confidence in it has diminished, which is unfortunate as I am aware there are dedicated professionals working here. I recognise that NHS work has become increasingly demanding and staff face considerable pressure, but I hope it can be remembered that patients seeking help are also struggling and deserve support.

Doctors who actually listen to you

Excellent medical professionals

Quick response from receptionist made difference

I recently registered as a new patient and got in touch with the practice for the first time in the late afternoon. The receptionist suggested I complete an online registration form, and I anticipated hearing back the following week. However, I received a call back just a few minutes later and was able to pick up my medication within an hour. This was an exceptional experience compared to other medical services I have used. I was genuinely impressed by how quickly everything was handled. 10/10

Appointment booking process needs urgent improvement

I could only give one star as there is no option for no stars. The appointment booking service is absolutely terrible. Why is it not possible to simply call and request an appointment? I completed an online form and received a reply stating that a clinician wanted a face-to-face appointment. The only one available was at a specific location at 2.30pm, but I was at work. Although I was fortunately able to drive there, I was never asked whether I could actually attend. When I checked the next day, there were no appointments available, and the same applied the following day. I was then told the appointment had expired. Two weeks later, I attended the surgery and stood at reception for at least 20 minutes while a staff member completed an online form with another patient, asking detailed questions about symptoms and pain levels. This patient should have been taken to a quiet area with another staff member, yet neither they nor the other people waiting in the queue were acknowledged. Eventually, another staff member came to manage the queue, and I finally secured an appointment, which was nearly four weeks after the clinician had indicated they wanted to see me. I feel the practice is letting down residents and providing a terrible service. All I want is to see a clinician. I have lived in this area for over 60 years and have never experienced such poor service. People are unwell and simply need to see a proper clinician for help. This needs to be resolved. With all the surgeries in this area, there must be appointments available, and I do not believe it when told there are none. The surgery should be open at least six days a week with late evening appointment slots.

Quick response to my letter request

I got in touch with the practice and requested a letter from a clinician, which was provided promptly within two days without any complications. Excellent service, very satisfied with the experience.

Online booking system makes appointments easier

The fairly recent digital appointment scheduling system works excellently for my needs. I have consistently found the team members and clinicians to be very organised, courteous and competent in their approach.

Medication delays left us without prescriptions

We recently relocated to the area and my husband required his regular medication. Although I was told there would be no issues, we experienced a significant delay of six weeks without receiving his prescription. Fortunately, he had some remaining supply from a previous trip, which helped during this period. The service fell short of expectations. I have chosen not to register at this practice myself. Given my health conditions, I would prefer to travel a considerable distance to obtain my medication from my previous GP rather than use this service.

Felt rushed and not properly listened to

It would be helpful if the clinician you see actually demonstrated an interest in the reason for your visit.

Efficient staff made the appointment smooth

The reception team demonstrated excellent efficiency, as did the medical practitioners and nursing staff, along with other members of the healthcare team.

Felt listened to after two decades here

I have been a patient at this practice for over two decades. As with any organisation, changes are necessary to maintain high standards of care and ensure patients achieve the best possible results from their visits. Throughout my time here, I have benefited from comprehensive support for my various health concerns and ongoing needs. I feel that as a patient, I understand my own body well, and what matters most is having a healthcare professional who takes the time to listen—something I have been fortunate to experience here.

Kept passing me to other services

I felt passed around between different departments when I was expecting follow-up care to be completed. The healthcare professional I consulted previously had indicated they would handle this matter for me, which made the experience frustrating.

Quick callback system saved the wait

Excellent service. I called in the morning and was informed of my position in the queue, so I opted for a callback. Within twenty minutes, I received a call back and my appointment was successfully arranged. Overall, I was very satisfied with the experience.

Online booking made appointment straightforward

Outstanding practice with a highly helpful team, where staff members go the extra mile to assist. The receptionist team are particularly accommodating. The updated digital platform functions excellently for accessing medical records and managing prescription refills. I was able to book an appointment through the online system and was seen promptly at the scheduled time. Exceptional experience overall.

Phlebotomist made blood test painless

The phlebotomist who took my blood was extremely skilled and I experienced no discomfort whatsoever. This staff member was very friendly and easy to talk to. I'm very grateful for their professional approach.

Fast appointment and helpful in-person visits

I was seen regarding my child's developmental concerns and everything was handled promptly. I was pleased with how the appointment was managed. The clinician I saw was very pleasant. When I had difficulty reaching the practice by phone, I was able to visit in person, which made it easier to resolve matters. Overall, I have received good service from the practice 😊

Dismissive practice won't book appointments

This practice has been extremely disappointing. It feels like you need to be in a critical condition to receive any meaningful help, and even then you're simply directed to the emergency department where you face lengthy waiting times. I'm concerned about the approach to managing a young person's ongoing discomfort with medication that doesn't appear to be effective, combined with the difficulty in securing timely appointments. When contact was finally made, the focus seemed to be on appointment format rather than addressing the underlying issues. I'm frustrated with the overall standard of care being provided.

Phone queues left me frustrated and unheard

Spending extended periods on hold, relying on the callback system which feels ineffective, being dismissed at reception, and receiving medical guidance from pharmacy staff rather than clinical practitioners are among the factors contributing to my dissatisfaction with this service. I recall being upset when closure was threatened for this practice and now I question what function it genuinely fulfils. I am uncertain about how my contributions are being allocated, as the resources do not appear to be invested in this location.

Wouldn't book mental health appointment over phone

The practice declined to schedule an appointment to discuss a mental health concern that was challenging to convey over the telephone. The experience left me feeling that my needs were not taken seriously.

Phone consultation requirement felt unnecessary

I find it frustrating that I need to have a telephone consultation with a clinician before being able to arrange an in-person appointment.

Phone queue left us waiting hours

I have been waiting on hold for an extended period. The online system directed us to attend an emergency department, which we visited recently and received good care there, but we were advised we still need to speak with the practice today regarding a serious health concern. I would appreciate if someone could answer the phone.