Jorvik Gillygate Practice
Average! (85 reviews)
Average! (85 reviews)
Patient feedback reflects a mixed experience with significant variation in service quality across different areas. Appointment access remains a persistent challenge, with many patients reporting difficulty reaching the practice by telephone, lengthy waiting times, and limited availability of slots. Reception experience is notably inconsistent, with some patients praising courteous and helpful staff while others describe dismissive or unhelpful interactions. Clinical care quality also varies, with patients reporting both compassionate, thorough assessments and instances of inadequate clinical attention, insufficient follow-up, and dismissive communication. Communication gaps appear throughout the feedback, including issues with prescription services, referral coordination, and administrative processes. However, positive experiences highlight responsive service, professional team conduct, and genuine patient care when these elements align effectively.
Where patients have had positive interactions, they frequently mention welcoming reception staff, attentive clinical professionals, and efficient appointment booking through alternative methods such as callback systems. Several patients noted improvements over time and appreciated the practice's efforts during challenging circumstances. Conversely, concerns about service consistency, appointment scheduling systems, and staff conduct suggest organisational challenges that impact patient confidence. The feedback indicates the practice would benefit from reviewing administrative processes, ensuring consistent professional communication standards, and addressing gaps in appointment availability and follow-up care coordination.
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Patient feedback reflects a mixed experience with significant variation in service quality across different areas. Appointment access remains a persistent challenge, with many patients reporting difficulty reaching the practice by telephone, lengthy waiting times, and limited availability of slots. Reception experience is notably inconsistent, with some patients praising courteous and helpful staff while others describe dismissive or unhelpful interactions. Clinical care quality also varies, with patients reporting both compassionate, thorough assessments and instances of inadequate clinical attention, insufficient follow-up, and dismissive communication. Communication gaps appear throughout the feedback, including issues with prescription services, referral coordination, and administrative processes. However, positive experiences highlight responsive service, professional team conduct, and genuine patient care when these elements align effectively.
Where patients have had positive interactions, they frequently mention welcoming reception staff, attentive clinical professionals, and efficient appointment booking through alternative methods such as callback systems. Several patients noted improvements over time and appreciated the practice's efforts during challenging circumstances. Conversely, concerns about service consistency, appointment scheduling systems, and staff conduct suggest organisational challenges that impact patient confidence. The feedback indicates the practice would benefit from reviewing administrative processes, ensuring consistent professional communication standards, and addressing gaps in appointment availability and follow-up care coordination.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Alice L.
3 years ago
Average!
Reception staff lacked sympathy when helping with prescription issue
A kind word goes a long way. Practice what you preach! I am not complaining about waiting times, not getting appointments etc. as I know under what pressure the NHS works and how broken the system is. In general I have also been happy with the support given by clinical staff at the practice so thank you for that. However today I spoke to a very unhelpful member of the reception team and I hope this will reach the right person. My prescription was sent to a different pharmacy last night for my child when my partner got there (by car) the pharmacy was closed due to unforeseen circumstances. I knew I had to get the medication as soon as possible but don't have transport. I rang the practice this morning to ask if they could send the prescription to a pharmacy closer to me instead. I was greeted with annoyance and told that this is not an option. There was not a hint of sympathy or any attempt to resolve this matter for me. Anyway, I got on with it but then to hear from the pharmacist (after a long, cold journey with a young child on my back who suffers from an ear condition) that they could have sent it to the other pharmacy no problem made me very upset. Unfortunately my feeling that the receptionist didn't want to help me rather than wasn't able to was confirmed. Now, I am able and have transport but not everyone is in that position!!! I am sorry you have a stressful job. I get it! But that's not mine or my child's fault. Even if problems can't be solved, a kind word goes a long way.
Annabelle S.
3 years ago
Excellent!
Reception staff responded quickly to my needs
I would like to express my gratitude to the welcoming reception team and clinicians at this practice. My mother has recently received a serious health diagnosis and her condition has deteriorated, yet the team has provided exceptional support throughout. They demonstrate a prompt and responsive approach, and the standard of care has been outstanding. I have read some critical feedback about the practice and understand the concerns raised, however I recognise how challenging it is to manage the pressures within general practice, particularly from my own experience working in this environment. The staff are performing admirably.
Celia Q.
3 years ago
Excellent!
Quick response when I needed help most
Contacted the practice in the early morning. The team got back to me within half an hour. The receptionist was warm and understanding, and quickly organised for a clinician to call me back. A home visit was arranged and completed before midday, and I was able to pick up my medication by mid-afternoon. I'm extremely grateful for their support.
Keith L.
3 years ago
Excellent!
Phone queues didn't stop the compassionate care
I have needed to reach out to the practice on several occasions in recent times. My issues have been handled in a timely manner and with genuine care by the reception staff, clinicians, nursing team and healthcare assistants, for which I am truly appreciative. I have experienced some challenges when attempting to contact the surgery by telephone, though I understand that circumstances have shifted in the post-pandemic period. I make a point of being courteous during my calls, and remain patient when there are delays. I also endeavour to take responsibility for my own wellbeing by exploring self-care options and seeking advice from pharmacies where I feel confident doing so. I believe it is important that we all recognise the considerable demands placed on healthcare professionals. I am grateful for the support provided.
Andrew G.
3 years ago
Poor!
Phone lines difficult to get through on
The medical team can be inconsistent in their helpfulness. Reaching staff by telephone proves difficult. The practice website contains confusing navigation, particularly regarding online prescription services. This practice was previously excellent but appears to have experienced a decline in service quality.