Ilkley & Wharfedale Medical Practice
Great! (46 reviews)
Great! (46 reviews)
The practice demonstrates strong clinical care and a welcoming environment, with patients consistently praising the skill, empathy and attentiveness of clinical staff across multiple reviews. Reception and administrative experiences are more mixed, with some patients reporting courteous and efficient service, whilst others have encountered inconsistent performance, including communication gaps between reception and clinical teams, delayed prescription processing, and limited appointment availability at times. Phone access presents challenges for some patients, with reports of extended wait times and call disconnections, though others describe straightforward and supportive telephone contact. Patients value the range of consultation options available and appreciate prompt attention during vaccination appointments and routine visits.
Administrative processes show areas requiring improvement, particularly around prescription management and the consistency of information provided to patients. Some patients have experienced frustration with delayed medication requests and unclear communication standards. A small number of patients have reported concerning experiences involving sensitivity to vulnerable individuals and lack of warmth in reception interactions, though the majority of feedback reflects positive reception experiences characterised by patience and understanding.
Overall, the practice benefits from strong clinical foundations and genuine care from most team members, supported by good appointment availability for urgent matters and welcoming clinical environments. However, administrative consistency and reception staff performance would benefit from attention to ensure all patients experience the same standard of courtesy, clarity and responsiveness across all service touchpoints.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
The practice demonstrates strong clinical care and a welcoming environment, with patients consistently praising the skill, empathy and attentiveness of clinical staff across multiple reviews. Reception and administrative experiences are more mixed, with some patients reporting courteous and efficient service, whilst others have encountered inconsistent performance, including communication gaps between reception and clinical teams, delayed prescription processing, and limited appointment availability at times. Phone access presents challenges for some patients, with reports of extended wait times and call disconnections, though others describe straightforward and supportive telephone contact. Patients value the range of consultation options available and appreciate prompt attention during vaccination appointments and routine visits.
Administrative processes show areas requiring improvement, particularly around prescription management and the consistency of information provided to patients. Some patients have experienced frustration with delayed medication requests and unclear communication standards. A small number of patients have reported concerning experiences involving sensitivity to vulnerable individuals and lack of warmth in reception interactions, though the majority of feedback reflects positive reception experiences characterised by patience and understanding.
Overall, the practice benefits from strong clinical foundations and genuine care from most team members, supported by good appointment availability for urgent matters and welcoming clinical environments. However, administrative consistency and reception staff performance would benefit from attention to ensure all patients experience the same standard of courtesy, clarity and responsiveness across all service touchpoints.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Jennie S.
2 years ago
Excellent!
Front desk staff were genuinely patient and kind
Since registering with this practice following a change at my previous healthcare provider, I have consistently had positive experiences. The reception team have demonstrated patience, understanding, and willingness to spend time with patients. All clinical staff I have encountered have been skilled, efficient, and supportive in their care for both myself and my young child. I am grateful, given the current pressures within the NHS, to have found a dependable practice where I feel valued and looked after, which has been uncommon in my recent healthcare journey.
David H.
2 years ago
Bad!
Receptionist communication issues caused confusion
The receptionist appeared to lack communication with the clinical staff. I was given one explanation during a Monday appointment, but when contacted several days later, I was informed that the clinician I saw had not provided that information and what I had been told was incorrect. It raised questions about who within the practice is responsible for clinical decision-making. I experienced multiple instances of calls being disconnected, affecting both myself and my partner. The receptionist's approach to handling patient interactions and general courtesy seemed to require improvement.
A K.
2 years ago
Bad!
Long phone queue before speaking to reception
I was the first caller and spent approximately 20 minutes waiting. I proceeded to the waiting area while on hold. After about 5 minutes, a receptionist emerged appearing cheerful, having been occupied elsewhere behind a closed door. I needed to inquire about a letter that contained inaccuracies and required amendment, despite having provided a reference example. Two weeks have now passed and the matter remains unresolved. Given my emotional health concerns, I feel the practice could demonstrate greater awareness and sensitivity towards patients who may be experiencing emotional difficulties, and I believe their administrative processes could be more effective.
Lees J.
3 years ago
Poor!
Long phone queue but worth the wait
Spent half an hour waiting as the first caller in the queue before giving up. The medical staff are competent, but the lengthy hold time was frustrating. At least I have a recording of the call now, which I suppose could serve as background noise.
Lynne P.
3 years ago
Excellent!
Online medical updates were easy to access
Outstanding care with straightforward access to medical information through the online platform.
Lindsay D.
4 years ago
Excellent!
Reception staff made me feel genuinely valued
Firstly, every healthcare professional I have encountered at this practice has been excellent; approachable, friendly and empathetic. I would particularly like to highlight two clinicians who stood out for their exceptional care and compassion. The reception staff member I dealt with was also outstanding - among the most pleasant and courteous I have experienced in any medical setting, treating patients as individuals rather than simply processing appointments. This was a truly refreshing experience! 5 stars ⭐️