Howden Medical Centre

Reception staff listened and offered alternatives

Having previously attended several other medical practices before registering at this location, I must say how delighted I am with the standard of care provided. I completed an online consultation request and received a telephone response within an hour. The front desk team are among the most professional and courteous I have encountered. They are genuinely attentive and proactive in suggesting options. I cannot commend this practice highly enough. It is refreshing to see such quality service during these challenging times for healthcare. Much appreciated.

Quick appointment with minimal waiting time

The appointment was brief and efficient.

Felt genuinely listened to at every visit

I wanted to share my appreciation for the outstanding care I've experienced at this medical centre. The clinician I saw demonstrated remarkable compassion and attentiveness, taking genuine time to understand my concerns thoroughly. The staff throughout the practice have been consistently warm and professional, which has made each appointment feel welcoming and positive. I feel fortunate to have access to such a dedicated surgery in the area. Thank you to the entire team for their excellent service.

Reception staff made me feel genuinely welcomed

I've had occasion to use this practice multiple times over the past several years. Throughout my visits, I have consistently received professional support, warm greetings, and thoughtful attention to patient care. It is unfortunate that a small minority of patients appear to believe they should be treated with priority over others, and sometimes direct their frustrations toward the staff, which can create challenges for those working at the practice. I would highly recommend this practice and the entire team to anyone seeking healthcare services.

Struggling to book an appointment by phone

Attempting to secure an appointment has proven to be an extremely frustrating experience. After making multiple phone calls, I was informed on each occasion that no availability could be offered. The responses received felt impersonal and dismissive throughout the process.

Long wait times on the phone line

Experiencing an extended wait of over half an hour to reach reception is not satisfactory.

Receptionist made the dreaded call easy

I hadn't needed to visit my GP surgery in years, so I felt quite fortunate. However, a few weeks ago I experienced an injury and received a medical certificate from the hospital. I was informed that once this expired, I would need to obtain a replacement from my own practice. I was apprehensive about making the call, as I'd heard various accounts about difficulties with receptionists, but the experience turned out to be straightforward and pleasant. The receptionist was welcoming and provided excellent assistance. I'm very pleased with how the practice handled this.

Efficient surgery where staff genuinely care

Excellent practice. We feel very fortunate to have access to such a well-organised, smoothly operated facility with a team that genuinely demonstrates care and commitment. The standard of attention I experienced was exceptional, and I am genuinely appreciative. Thank you.

Difficult to reach by phone or online

The clinical team themselves presented no issues, however accessing them proved to be quite challenging. Multiple attempts were made over several days using both telephone and online methods. The phone lines were consistently busy and online appointment slots were unavailable at the standard booking time, with efforts still ongoing.

Digital system forces repeated e-consult process

Howden Medical Centre appears to have implemented digital systems in a way that creates unnecessary complications. The centre requires all patients to complete an e-consult regardless of whether they have previously consulted with a clinical professional. This means that patients managing ongoing conditions requiring multiple follow-up appointments cannot simply telephone the practice and must instead repeat the same submission process each time. This situation has happened repeatedly, with reception staff consistently directing patients to use the e-consult system and appearing unwilling to consider alternative approaches. This policy seems to make it more difficult for patients to access care and adds operational burden to the practice itself. Whilst the clinical care provided appears to be of good quality, the administrative and reception functions are perceived as significantly below standard.

No one answers the phones here

The phone service at this practice is extremely poor, with calls going unanswered.

Reception staff were genuinely kind and helpful

Since first visiting this practice a couple of years ago, I have found the team to be efficient and thorough in their approach. Appointment availability can be limited, as is the case with most practices currently, but they manage their responsibilities well. The reception staff are exceptional and among the best I have encountered in my lifetime. They are genuinely friendly and treat patients with compassion in what can be a challenging setting. They truly merit top marks.

Always felt listened to here

I have consistently had a positive experience.

Receptionist rearranged appointment with genuine care

I rang to request moving my child's scheduled appointment to earlier in the day and the receptionist who assisted me was genuinely warm and accommodating. The matter was resolved promptly and they demonstrated genuine care and understanding towards my unwell child. I wish I had noted their name so they could receive proper recognition for their excellent service. Much appreciated.

Long phone queues despite friendly staff

My concern is not directed at the team members or clinicians. They are approachable and supportive when you manage to reach them. The real problem is that this practice does not appear to be expanding in line with the growing population in the area. Calling at 8:30 and being on hold for over 90 minutes just to speak with reception, only to be told all appointments are full and to ring back the following day, is simply not acceptable. The practice needs to expand its workforce or it will struggle to cope with the rising number of patients seeking care. The team members themselves are genuinely pleasant though.

Physical health good, mental health support lacking

The practice demonstrates solid attention to physical health matters, however mental health support and understanding appears to be an area where improvements could be made.

Family GP for over thirty years

Have consistently been able to secure appointments or receive telephone consultations throughout an extended period as a family patient at this practice.

Reliable choice for minor health concerns

I always visit this practice whenever I need medical attention or when a family member requires care for minor health concerns.

Reception staff showed no understanding during difficult circumstances

Relocated recently and registered as a family, though my partner was unable to attend the initial registration appointment, which resulted in us being removed from the list. While I understand the reasons for this policy, I found the response unhelpful when I contacted the practice by phone, and when I visited in person, I was not offered any opportunity to discuss the circumstances. At that time, I was experiencing significant personal difficulties and my family was going through a challenging situation, which contributed to missing the appointment. Unfortunately, this context was not taken into consideration. My young infant requires medical attention urgently, and the delay in being able to access care is very concerning.

Impossible to book an appointment here

Disappointing experience overall. Securing an appointment proved to be quite difficult. The practice fell short of expectations. I previously attended a surgery in another location that provided excellent care. I would recommend looking elsewhere for your healthcare needs.