Jorvik Gillygate Practice

Hard to book but otherwise reliable

Although there are the typical challenges with occasionally having difficulty reaching the practice, I have not experienced any other difficulties.

Reception staff attitudes were inconsistent

The reception team displays varying levels of friendliness, with some staff members being particularly welcoming while others come across as less approachable. The waiting area messaging regarding respectful behaviour towards staff feels somewhat condescending in tone.

Receptionist demands made booking difficult

Attempting to book an appointment at this practice has proven quite challenging. The reception area tends to be rather loud, and I simply wanted to have a quiet conversation with a healthcare professional about my concerns. However, the reception staff require details about the nature of my issues before they will schedule an appointment. Since they are not clinically qualified, I felt uncomfortable disclosing personal health matters to them at the desk.

Receptionist rudeness and impossible appointment queues

This surgery has been deeply disappointing. The standard of care provided raises concerns. When facing a serious health issue, the practice was unable to provide the level of support required. While they handle minor matters more adequately, this is largely irrelevant given the significant difficulty in securing any appointment whatsoever. The reception staff frequently come across as unwelcoming and insist you call at a specific time in the morning to request an appointment. Following these instructions typically results in lengthy waiting times of around 50 minutes, with the possibility of being disconnected. Even when you do reach someone, you may encounter staff who seem dismissive when requesting an appointment. The response is usually that no slots are available that day and you should try calling back the following day. I have been attempting to obtain an appointment for several months without success. While the practice cites pandemic-related challenges, the appointment access issues appear to have intensified rather than improved in the period since restrictions ended. This feels less like a medical practice and more like an inefficient telephone booking system.

Practice failed to listen when it mattered most

The first time I contacted this practice, I was advised to monitor my symptoms at home in case of a particular illness; I became unable to manage further contact until a household member intervened on my behalf as I was too unwell to reach out again. The second time I contacted them, an interaction with a clinician left me distressed and I was not added to the waiting list as had been indicated. On another occasion, I was told my test results would be returned urgently due to time-sensitive circumstances, but they arrived two days later than expected, which caused me concern about potential health implications. After moving my care to a different practice, I attempted to transfer my patient portal access. The previous practice then restricted access to my account, which can only be restored by visiting in person despite my relocation to another area, and also altered my account permissions, preventing me from managing my own records. I have significant concerns about the standard of care at this practice and hope that other patients do not experience serious consequences as a result of the issues I encountered. An update: As of July 2023, the practice has not been in contact with me since January despite committing to investigate my concerns and requiring repeated reminders to engage with my complaint following my initial submission. I would encourage anyone registered with this practice to consider seeking care elsewhere if feasible.

Receptionists were dismissive and hard to reach

The practice appears to be managing a high volume of patients relative to available clinical staff, which creates challenges. The reception team interactions were consistently disappointing, with communication that felt dismissive and unhelpful. There seemed to be difficulty reaching the practice, and the front desk staff appeared disengaged from patient concerns without any apparent oversight of their conduct.

Booking staff made the appointment process enjoyable

I had the great pleasure of speaking with a member of the reception team this morning who promptly arranged a telephone appointment to discuss my sporting injuries. The discussion during the booking process deserves 5 stars. The staff member was friendly, engaging and made the experience enjoyable. I appreciated their helpful manner and will follow up on the advice discussed next week.

Responsive care despite tricky morning appointments

Overall, this is a very good practice. While securing morning appointment slots can be challenging, this appears to be a common issue across GP surgeries. The medical care provided has been of high quality, and assistance has been readily available whenever I have needed it.

Unhelpful and rude phone reception

The receptionist was quite impolite during my telephone call. I was genuinely taken aback by their manner and they were unable to assist with my query. I felt let down by the interaction.

Staff were helpful and listened carefully

The team provided excellent support and demonstrated a high standard of care throughout my visit.

Wasted hours on hold without getting through

The majority of my visits to this practice have been quite unhelpful, and today I spent considerable time waiting on the phone attempting to schedule an appointment, only to have the call disconnected before I could complete the booking. Additionally, the online scheduling system appears to be unavailable. It seems there would be significant benefit to reviewing and improving their administrative processes.

Long waits for appointments and phone calls

The practice experiences significant delays across multiple areas, including telephone inquiries, scheduling appointments, and processing paperwork. Even straightforward matters tend to take considerably longer than expected. Despite these operational challenges, the team members have been courteous in their interactions.

Reception staff went above and beyond to help

I wasn't feeling well, so I visited the local surgery. The reception team were absolutely wonderful and went the extra mile to assist me. They asked me to wait to see if a clinician could see me shortly. I was called through to see a healthcare professional who listened carefully, provided support, and promptly arranged some tests. Throughout my visit, I felt valued and genuinely cared for. The clinician I saw is a real asset to their role, the practice, and the NHS. Thank you all for your assistance. The clinical staff at this practice are excellent, and the reception team consistently deliver outstanding service. They're always willing to help and respond to questions with professionalism and compassion. The nursing and pharmacy teams are equally impressive. I'm grateful for the quality of care provided, which has genuinely made a positive difference to my wellbeing.

Reception staff were dismissive and unhelpful

The reception staff member I encountered was discourteous in a manner I found difficult to understand. They appeared to have significant authority within the practice during my Saturday visit. I also found the clinician I saw on that occasion to be unfriendly. Each visit to this practice leaves me feeling unwell, which I find deeply unsatisfactory. I am considering registering with a different practice.

Reception staff helpful, but doctors dismissive and disorganised

The reception team and support staff provided excellent service. However, I found the clinical staff to be dismissive and condescending in their manner. I feel the necessary follow-up care was not provided when it should have been. For instance, I have been waiting nearly a year for a specialist referral. The specialist requested imaging as a prerequisite for assessment, which was supposed to be arranged by the practice. Despite this request, the imaging was never organised, and there appears to have been no attempt to coordinate this between the practice and the imaging centre. There are additional examples of similar issues I could mention. I am struggling with significant functional limitations that are affecting my ability to carry out everyday activities and work. I am very disappointed and dissatisfied with the level of care received. I feel the standard of patient interaction falls short of what I would consider acceptable professional conduct. I understand that working with patients can be challenging, but I believe all individuals deserve to be treated with respect and professionalism regardless of circumstances. I hold the view that healthcare professionals, like those in other regulated professions, have a duty of care that should be upheld consistently. This experience has left me feeling let down by the service.

Practice deregistered me without warning

I was removed from the practice without prior notification. The reason given was related to undelivered correspondence, though I had not relocated and believed the correct address was already recorded in my file. Due to consistently unsatisfactory experiences with this practice, I do not intend to return.

Appointment shortage left me without essential medication

I'm confident the team are stretched thin and I've had positive interactions overall given the circumstances. They're doing their best and I'm grateful for the NHS and this practice. However, I was issued a month's supply of medication with instructions to return in three weeks, and despite calling ahead with two weeks' notice, there were no available slots. Since this medication requires daily use to be effective, the lack of continuity has been problematic. It would have been preferable to receive a repeat prescription upfront if capacity was limited, as I've now experienced side effects for four weeks and face the prospect of going through this again. This isn't meant as criticism of the practice itself, but rather frustration that this situation could have been prevented. The reception team understandably have considerable demands on their time, but I found it difficult when they couldn't answer my questions about the repeat prescription process, which left me uncertain about how to proceed. The NHS clearly needs greater investment from government to address these systemic issues.

Phone booking process needs serious improvement

The telephone appointment booking system has been quite frustrating to deal with. I experienced significant waiting times, having called early in the morning only to have the line disconnected without anyone responding to my inquiry. This represents my fourth effort to secure an appointment through this method. The overall experience has been rather unsatisfactory, and I would not suggest using this service to others.

Reception staff could be more welcoming

I have been a patient at this surgery for many decades and recall it being excellent with highly skilled practitioners. Unfortunately, my recent experience has been disappointing. The reception staff have often been unhelpful and discourteous, with only occasional exceptions. Additionally, I found the clinical care I received to be inadequate, with the practitioner seeming unfamiliar with my needs. It is regrettable to see the standard of care decline so significantly from what it once was.

Struggled to access online prescription ordering system

I have always been appreciative of the assistance provided by the medical team and hold them in high regard. I have been a patient at the practice since childhood, including through its merger. However, my main frustration has been the difficulty in obtaining access credentials for the NHS application. I had previously been able to use the earlier online platform to request prescriptions. It has been disappointing that despite making multiple attempts to request these details through various methods—visiting in person, telephoning, and submitting written requests—I was unable to receive them. This situation was particularly frustrating given that my spouse was able to access and use the online prescription ordering system, especially as I had originally sought access for both of us. Following a recent update, I am pleased to report that I have now gained access through the NHS website and am able to order my prescriptions online. I am grateful to those who made efforts to assist with this matter and to the individual who ultimately resolved the issue.