Jorvik Gillygate Practice

Reception staff weren't helpful with booking

Unhelpful telephone reception experience The staff member appeared dismissive when I called to request an appointment, making the process feel unnecessarily difficult and burdensome.

Persistent messages about unreturned equipment

I attended an appointment for a blood pressure check some time ago and have since received repeated messages requesting the return of monitoring equipment that was not provided to me. When I have contacted the practice by telephone to address this matter, staff have assured me the messages would cease, but this has not happened.

Phone lines hard to reach and reception seems distracted

There may be some improvements underway, but several concerns remain: 1. Telephone access continues to be challenging, and online booking registration forms have been submitted twice without being processed successfully. 2. While reception staff demeanour has shifted from being quite curt, interactions now feel somewhat dismissive, with staff occasionally appearing distracted and inattentive to waiting patients. 3. A telephone consultation felt hurried, and the practitioner's impatience was noticeable. A referral that should have been arranged did not materialise, and when requesting information about private options after being advised the NHS pathway wouldn't be available, staff indicated this wasn't something they could facilitate. Despite the evident pressures the practice operates under, there appear to be organisational gaps and a lack of patience that could be improved.

Reception staff helped sort my appointment quickly

I cannot speak highly enough of this medical practice. The team members are incredibly supportive, and one staff member in particular went above and beyond during my telephone consultation, providing excellent assistance with my wellbeing and ensuring I was connected with the appropriate clinician. Truly outstanding experience. 5 stars.

Unreliable service and hard to access appointments

It has been difficult to rely on the consistency of service provided. There have been instances where communication has not met expectations. Some staff members have not been approachable or helpful when assistance was needed. While the clinical team members are competent, access to appointments with them is limited.

Reception staff attitude needs significant improvement

The reception team would benefit from additional training in professional communication and patient interaction skills. Interactions sometimes feel dismissive, and escalating concerns to management does not appear to result in improved outcomes. The clinical team also seems to operate within systems that feel overly complicated and potentially counterproductive to patient care. These concerns about attitude, communication, and service quality appear consistent across different locations within the practice. It may be worth considering quality assurance measures such as call monitoring to assess how patients are being greeted and supported. Leadership development and team culture initiatives could also help create a more welcoming environment for those seeking care.

Practice left us without support during crisis

I would caution against using this practice for mental health support beyond the initial six-week period. My partner has been experiencing a mental health crisis and remains without prescribed medication after an extended timeframe. The clinical team appeared unwilling to provide medication despite expressed concerns about emotional distress and pain. Instead, a large quantity of pain relief was dispensed in a single prescription, which felt inappropriate given the circumstances. There appears to be ongoing disagreement between the practice and the hospital regarding responsibility for medication provision, with each party suggesting the other should take the lead. A referral for a sleep assessment was eventually arranged, though the waiting time is considerably lengthy, and no interim medication support has been offered during this period. My partner recently spent an extended time in accident and emergency without receiving treatment. The level of support from the practice has been disappointing, and this experience has not been isolated to a single appointment or clinician.

Refused referral when I needed one most

During my time with the practice, I felt there were communication issues that concerned me. When I requested a referral to a private facility, my request was declined with an explanation about cost considerations. I felt my preferences were not being respected, and I pursued the referral independently. The private assessment identified a spinal issue that had not been previously identified. More recently, I experienced a difficult interaction regarding my diabetes management, where I felt pressured about medication decisions in a way that caused me significant anxiety about my health. These experiences led me to decide the practice was not the right fit for my needs, and I transferred to another provider. I am satisfied with this decision.

Helpful staff who actually listen to you

I have consistently found the service to be very supportive. Appointments are readily available, and the clinical staff demonstrate attentiveness and patience during consultations, ensuring I never feel hurried. Having been a patient for a couple of years now, I consider choosing this practice to have been an excellent decision. The reception team are consistently pleasant and accommodating.

Staff answered calls much faster than before

The entire team at this practice—including the clinical staff, reception team, and nursing staff—have been excellent. I required support with a medical letter and assistance regarding a relocation, and they provided genuine help with both matters. I've also observed improvements in how quickly calls are being answered, and the team clearly puts effort into meeting everyone's needs. I'm very satisfied with the service and genuinely grateful for their support.

Quick and efficient from phone call to prescription

I switched to this practice a year ago and attended for the first time in March. The reception staff and clinician demonstrated attentiveness and warmth throughout my visit. The clinician was considerate and compassionate, which has given me confidence that my concerns will be heard and I will receive appropriate care going forward. In February, I had another positive experience at this practice. I called at 8am and experienced a brief wait to connect. The receptionist provided a link to submit photos and details regarding my appointment request. She contacted me before 9am and arranged an appointment with an advanced practitioner for 9:30am that same day. By 10am my consultation was complete, my prescription had been sent to my chosen pharmacy, and I collected it later that afternoon. The process was swift, well-organised and straightforward—exactly as it should be. I would strongly recommend this practice to others.

Mixed care left me feeling dismissed

Some of the clinical staff appeared dismissive and made me feel uncomfortable when seeking help and guidance, while others were excellent. **update. Over a two-year period I repeatedly raised concerns about cardiovascular symptoms that I believed were heart-related. On each occasion I felt my concerns were not taken seriously and was told my symptoms were anxiety-related and that I did not meet certain criteria for investigation. This month I received a diagnosis of a blocked artery. I feel my concerns were not adequately addressed during this time. I have lost confidence in this practice.

Clean facilities and accessible for mobility needs

I recently registered at this practice and have been very pleased with the standards of hygiene throughout the facility. The lift has been particularly beneficial for my mobility needs, and the waiting areas are maintained to a high standard. The reception team has been courteous and welcoming, and the clinical staff I've consulted with have been supportive and attentive to my concerns.

Reception staff went above and beyond with medication issues

5 stars for the welcoming, compassionate, and organised front desk team. Before attending this practice, I'd never experienced positive interactions with GP reception staff, and honestly felt anxious about making calls, but I cannot praise this team highly enough. Particularly following a recent situation where I encountered difficulties obtaining my medication from the pharmacy due to availability constraints with my preferred formulation, the team made exceptional efforts to support me. Given the urgent nature of most of my appointments since registering here, I have consulted with various clinicians on each visit, choosing to prioritise prompt access over seeing the same person consistently. Therefore, I'm unable to comment on any individual clinician, but overall those I've encountered have been supportive and helpful. 👍

Walking in worked better than phoning ahead

I visited the surgery in person after being unable to secure an appointment through telephone contact. I was assessed by a clinical practitioner who spent a brief amount of time suggesting a common skin condition and recommending a particular over-the-counter product, despite my mentioning I had already tried this option. The consultation involved minimal background questioning and the practitioner dismissed relevant family medical history as insignificant. I felt the assessment was superficial and inadequately thorough. I found the experience deeply unsatisfactory. I do not attend medical appointments frequently, having last visited several years ago, and only seek care when I have genuine health concerns.

Helpful staff made the appointment straightforward

Outstanding experience, encompassing both the quality of care provided and the supportive nature of the team.

Staff were helpful and made me feel welcome

The entire team, spanning from the front desk through to clinical staff, demonstrated a courteous and friendly demeanor.

Reception staff were dismissive and unhelpful

I felt the receptionist's manner during my call was condescending, unhelpful and discourteous. I questioned whether they reflected on their approach after we finished speaking. Overall, I found my experience with the practice to be quite disorganised.

Felt genuinely listened to and understood

Attentive, patient and receptive to concerns. Competent and supportive throughout. Accommodating and efficient service. Much appreciated.

Friendly staff made the appointment quick and easy

Speedy and well-organised care provided by courteous and approachable team members