Low Moor Medical Centre

Reception staff showed no compassion during distressing visit

If there were minus stars I would rate this practice as a minus. The practice management has demonstrated what I consider to be severely lacking interpersonal skills and I feel they are a disgrace to the NHS. During a week of particular significance for mental health awareness, my step daughter, who has experienced mental health difficulties since her early teens, was informed she needed to re-register as her records had been removed following non-response to correspondence. The only communication she recalled receiving was an appointment notification for a routine test which she had attended several weeks prior. It seems unclear why, if there were concerns about unanswered letters, she was not notified at that earlier stage. She was asked to bring identification and proof of address, which she did. Upon arrival and informing reception staff of her presence, she was instructed to remain standing rather than sit. Her anxiety visibly increased throughout this time, yet staff appeared to pay her little attention despite her evident distress. When the practice manager arrived, they requested her identification, which was provided. As my daughter attempted to present her proof of address via her phone while visibly anxious and shaking, she asked if the manager could assist her. The manager observed her distress but declined to help, stating they would not assist and that if she could not present the document immediately, she would need to complete additional forms. After completing the paperwork, my daughter asked whether her prescription for essential medication could be processed, as she had been without it since her removal from the register. She was told this could not happen until registration was processed, and when she explained she was currently without her medication, was advised to contact an alternative service and the manager then left without further conversation, leaving my daughter extremely upset. I found this experience absolutely unacceptable.

Reception staff interrupted and didn't listen properly

The receptionist was quite dismissive and curt, interrupting me while I was attempting to describe my concerns. They seemed unable to grasp what I was trying to communicate, and instructed me to ring back at 8am to speak with a clinician instead. I previously had only positive things to say about this practice, but regrettably the standard of service has declined noticeably in recent times.

Long wait in reception, dismissive attitude

The appointment scheduled for 5pm did not commence until 6pm, despite only one patient being ahead in the queue. The wait in reception lasted approximately an hour. During the consultation, the clinician's manner was perceived as curt and dismissive, with communication that felt condescending rather than respectful.

Reception staff was dismissive on the phone

My partner called about a vaccination appointment at the practice but unfortunately reached the wrong number. While these mix-ups happen regularly and he apologised for the error, the staff member who answered the phone responded in a manner that felt unnecessarily harsh. It seemed disproportionate to speak to someone that way over such a minor mistake, especially when it was clearly unintentional. I recognise that reception teams are under considerable pressure with high call volumes—I've experienced this firsthand through my own work in emergency services—but the interaction lacked the courtesy and professionalism one would expect from a healthcare setting.

Impossible to get through on the phone

I have been attempting to reach the practice over the past several days, and on each occasion when I have managed to get through, I receive the same standard reply that no appointments are currently available. I find it difficult to understand the value of having access to a general practice when it appears impossible to actually book an appointment. I believe many patients share my sense of frustration, particularly when health concerns are involved. This situation feels unacceptable to me.

Struggled to get through on the phone

The reception team, with few exceptions, could be more helpful. Getting through by phone takes considerable time. Appointments offered do not always match what is needed—receiving face-to-face slots when a telephone consultation would suffice, or struggling to access the type of appointment required. This has been frustrating when seeking straightforward prescriptions for pain relief.

Struggling to reach appointments and get prescriptions sorted

I have experienced significant difficulties accessing appointments at this practice, as I am consistently instructed to call back the following day. When I eventually secured an appointment, I was informed that two prescriptions would be prepared, including medication and another item. Given my stage of pregnancy, I was concerned about obtaining these promptly. Upon visiting the pharmacy to collect them, I found that one item was unavailable due to stock issues, which appears to be a recurring problem, and the first medication had not been prescribed at all. I returned to the surgery, where the receptionist indicated they would be in touch to update me on the situation. I noted that clinical staff continue to operate remotely rather than from the practice premises, which added to my frustration. Several hours passed without receiving the promised contact regarding my prescription status. This experience has significantly affected my confidence in this practice.

Telephone booking system needs improvement

The practice itself is reasonably satisfactory, however the phone system leaves much to be desired.

Phone queue delays and missed callback communication issues

Disappointing experience overall. Access to appointments appears to be restricted based on clinical judgment. We were concerned about our son's health and requested an appointment. We confirmed our contact details with the practice and they agreed to call us back. After waiting throughout the day, we received a call in the evening on one of our numbers. Since we weren't anticipating the call on that particular phone, we missed it. When we contacted the surgery afterwards, reception stated they had attempted to reach us multiple times, though we had no record of additional missed calls. This was frustrating. The service has other issues worth mentioning. The phone lines are consistently busy with lengthy wait times when calling. The automated greeting is extensive and cannot be bypassed, which adds to the frustration. Previously, face-to-face appointments rarely started on time. Currently, with telephone consultations, you are not given a specific appointment slot but instead receive a call at an unspecified time, making it difficult to plan your day or ensure you're available and in an appropriate setting. Having a medical discussion while driving, using hands-free, or attending to other responsibilities is not ideal. Prescription processing is slow despite the pharmacy being located at the same site. We have repeatedly been told prescriptions would be ready at the pharmacy, only to be informed they are not available. These ongoing issues make it tempting to delay seeking help for health concerns.

Struggled to reach them by phone

I had difficulty reaching the practice by phone, spending an hour trying to get through while the line was busy. Once I finally connected, I waited approximately thirty minutes in the queue. I was then informed that no appointments were available that day, but was told someone would contact me later that evening. Unfortunately, this call never came through. Given the challenges I experienced, I felt the service did not meet my expectations and I have had to seek care elsewhere. I would suggest considering other options before choosing this practice.

Phone staff went above and beyond with support

After experiencing considerable difficulty attempting to resolve a matter, I was assisted by a member of the reception team who answered my call. I'm uncertain of their name, but I wanted to express how helpful, understanding and considerate they were throughout our interaction. This staff member also committed to following up with me and honoured that commitment. They are a real asset to this practice.

Long wait times and poor communication

I had a very poor experience during my visit.

Staff deflect responsibility instead of helping

I have been registered with this practice for a few months and have not yet required an appointment, however my family and I have already experienced several administrative issues that have required us to invest our own time in resolving. The team members we have interacted with have not been particularly responsive and have tended to redirect matters rather than take ownership. It is disappointing to think this will be my healthcare provider going forward. Additionally, the lengthy introductory message that plays when contacting the practice is counterproductive. It creates frustration and irritation before any meaningful interaction takes place. There appears to be no justification for such an extended message.

Couldn't get through on the phone line

This practice has been disappointing in my experience. The telephone lines are frequently unavailable, and the clinical team has struggled to address my concerns effectively.

Phone triage delays made accessing urgent care difficult

Before the pandemic, this practice was excellent. My only suggestion would have been to communicate more effectively with working patients about the availability of telephone consultations for matters such as medication reviews, which would have benefited both patients and clinicians alike. I did find one clinician's approach to women's health concerns somewhat dismissive, though I should note they were very supportive when treating my son during his illness. Since the pandemic, however, my experience as a patient has become considerably more challenging. While I recognise the importance of protecting staff wellbeing, I was admitted to hospital following restricted access to GP services because the telephone triage process occurred after the practice had closed for the evening on a Monday. If triage is necessary, it would be preferable for it to be conducted more briefly upon initial contact rather than causing delays that push all patient appointments further into the week. I intend to discuss this matter with the practice management team once I can identify the appropriate contact. I hope the person handling the telephone communications is not the same individual involved in this conversation.

Difficult to get through for specialist referral

Getting in touch with the practice has proven quite challenging, and my only requirement is to obtain a referral to see another specialist.

Impossible to get through on the phone

It has been extremely difficult to establish contact with this practice. Multiple attempts to reach them have been unsuccessful.

Practice shared my information without consent

The practice has poor handling of confidentiality and tends to prioritise staff perspectives rather than considering patient concerns fairly.

Outdated booking system leaves you waiting hours

This practice seems disorganised when attempting to address my relative's health concerns. The appointment booking system is frustratingly outdated, requiring multiple phone calls starting at opening time, only to find all slots have been taken within a couple of hours if you manage to get through. The limited availability of telephone appointments makes accessing care quite difficult. The catchment area restrictions mean there are limited alternatives available to patients in that location, which is unfortunate given the service challenges. I would suggest exploring other options if possible.

Couldn't get through on the phone line

I attempted to contact the practice by telephone starting early in the morning. After numerous unsuccessful attempts spanning nearly three hours, I finally reached the automated system and was informed of a significant queue position. When a representative eventually answered my call shortly after, the connection was abruptly terminated. I found this experience frustrating and felt that the service did not meet the standard I would expect from a healthcare provider that patients rely upon and contribute to through their taxes.