Strensall Health Care Centre (MyHealth)

Quick response but lengthy phone process

The practice responded promptly to my request for an appointment. While navigating the telephone system to arrange a more convenient time proved lengthy, the reception staff member was exceptionally accommodating in locating a slot that worked well for my schedule. I appreciate their assistance.

Phlebotomist put me at ease quickly

I wanted to express my gratitude to the phlebotomy staff member who assisted me. I had been feeling quite anxious about having blood work done, however, from the moment I entered the room, I felt reassured and comfortable. The procedure was completed swiftly and efficiently, with samples collected in just a few moments. I really appreciated the professional and calming approach.

Practice listens and gets you seen promptly

I have been a patient at this practice for nearly 14 years and have consistently been satisfied with the care and service provided across all departments. When I have required urgent consultations, I have been accommodated promptly on the same day, and for non-urgent issues I have been comfortable with waiting for the next suitable appointment time. The clinical staff and administrative team have consistently demonstrated professionalism, kindness, and attentiveness throughout my time as a patient.

Prompt email responses and friendly staff support

I have received outstanding care from my general practice. My correspondence was answered quickly and thoroughly, and I was able to secure appointments without delay. The entire team demonstrated courtesy and professionalism throughout my interactions. The prescription renewal process has been efficient and straightforward. I am very grateful for the service provided.

Prompt replies and approachable care

A patient from the practice area received a timely response to their enquiries. The clinician demonstrated an approachable manner and provided helpful assistance with their concerns.

Felt listened to and well supported

Simply one word "excellent" ...

Practice promises don't match what actually happens

There appears to be a significant gap between what is communicated and what is actually provided. I have multiple unresolved matters that, despite follow-ups, remain outstanding. The clinical team seems unable to follow through on agreed plans and commitments. The practice appears to be declining further from its previous standard and does not generate confidence in its ability to deliver care.

Peaceful visit with minimal waiting time

Not particularly busy today

Reception dismissed home visit request without proper assessment

This is the second time I have felt compelled to submit a review, regrettably. I contacted the practice on behalf of my daughter who was experiencing severe illness on 1st April. I spoke with reception staff, detailed her symptoms comprehensively, and was told a clinician would return her call. I made clear that she was managing alone as a single parent, was unable to speak due to complete voice loss and could only communicate through whispered words with considerable difficulty. A clinician subsequently called and offered an appointment for later that same day. My daughter notified me of this by text message (I was located elsewhere in the country). Given the symptom information I had relayed to the practice, this arrangement was clearly unsuitable as she was unable to leave her bed, let alone undertake driving, which would have been unsafe and irresponsible. I contacted the practice again to explain that an appointment was not feasible given her medical state and requested a home visit instead. I was assured the clinician would be informed of this. My daughter then received a text from the practice stating she fell outside their visiting area and instructing her to contact emergency services. Once more, clinicians appear to be redirecting patients toward emergency departments or ambulance services when providing their own care seems inconvenient. Emergency services and ambulances exist as independent services, not as extensions of general practice provision. My daughter has been registered with this practice for a considerable period. It is little wonder that hospital services are under such strain. What has become of healthcare provision today? My daughter ultimately declined my offer to call an ambulance, as she felt her situation, whilst serious, did not warrant emergency intervention—she simply required appropriate clinical support and medication to recover. She did eventually improve, though this took several weeks involving significant discomfort, breathing difficulties, and other symptoms before she regained her normal functioning. I would also note that following my previous review, the practice invited me to contact them to discuss matters further. However, I can only locate their postal address and telephone number; an email option would facilitate this communication more readily. I am deeply disappointed and feel let down. While I understand practices operate as independent entities, one reasonably expects a certain standard of service in exchange for the fees paid.

Staff didn't follow up on promised phone call

I was registered temporarily as a visitor and spoke with a staff member who indicated they would consult with the doctor. Following a wait of more than an hour for a callback from the staff member, I was informed that the doctor suggested I contact my regular GP instead. A brief telephone conversation would have been sufficient to address my concerns.

Waited in freezing car park for over an hour

Following submission of an online contact form, I was notified that my symptoms could potentially be contagious and was instructed to attend my appointment but remain in the car park at the designated time. I was told to stay outside the building and use a face covering. Despite feeling very unwell, I remained in the car park for an extended period in extremely cold weather before it became apparent I would not be seen before the surgery closed. I have concerns about the procedures and protocols in place, as I believe they may expose vulnerable patients to avoidable health risks. I am sharing my experience here to inform others who might receive similar instructions to wait outside in severe weather conditions. I intend to submit a formal complaint through the appropriate channels and welcome the opportunity to discuss the findings from the subsequent review. Thank you.

Felt listened to and genuinely cared for

It was a very reassuring visit, and I cannot speak highly enough of how kind and caring the healthcare professional was. Thank you.

Friendly staff made the appointment quick

Efficient, welcoming and timely appointment experience.

Welcoming practice with attentive clinical care

Very nice practice. I was very well looked after and reassured by one of the junior doctors on the team. The staff were very welcoming and the practice had a very warm and comfortable atmosphere.

Friendly reception and quick prescription service

I have consistently had a positive experience at this practice. The reception team members are welcoming and approachable, and the process for obtaining my medications is handled promptly and effectively.

Chronic waiting times and dismissive responses

Each visit has been a slow and frustrating experience. Appointments typically run 10-15 minutes behind schedule early in the day, with delays increasing as the day progresses. On this occasion, I waited forty minutes for a 9am slot. Whether this reflects issues at the practice level or broader systemic challenges within the healthcare system is unclear to me, but I can speak to the significant delays experienced here and how staff characterise these as only 'slightly behind schedule'. Should alternative options be available, I would recommend exploring them. Regarding the practice's response to my feedback: I question what value direct communication would provide for me or other patients. Should I interpret this as evidence that the practice or its staff genuinely recognise the impact of these delays on my commitments or my daughter's schooling? Can I reasonably expect meaningful improvements to materialise? Was the surgery overbooked, or did a clinician experience a delay in arriving? Would the explanation then be that this was an isolated incident, that my concerns are understood and regretted, but that I represent an exceptional case rather than a typical experience? I believe sharing my experience publicly allows others to form their own conclusions based on the facts presented. The service does not meet my expectations. There are alternative healthcare providers worth considering.

Repeated appointments without continuity or progress

Child experienced a lengthy wait for an appointment regarding neurodevelopmental assessment, during which they were seen by multiple clinicians who appeared unfamiliar with the referral process. The family was advised to wait a month before a referral could be considered, resulting in a nine-month delay before being added to a waiting list. At the fourth appointment, the attending clinician was not the one who had arranged to contact the family and demonstrated unfamiliarity with relevant support documentation. A fifth appointment has been scheduled for two weeks later, with concerns that the process will need to be repeated due to inconsistent record-keeping and lack of continuity between appointments. The family continues to request a letter confirming waiting list status for educational purposes, which has not yet been provided. The timing of appointments has coincided with important academic commitments, including exam preparation. The young person took time away from school to wait for a scheduled telephone consultation that did not occur as promised, resulting in missed lessons. There are concerns about the effectiveness of current NHS processes, with observations that mental health support services are being utilised as a consequence of difficulties accessing primary care. The family feels that individuals awaiting neurodevelopmental assessment would benefit from in-person appointment options and extended availability. There is frustration that the lack of timely support and documentation has left the young person without necessary accommodations in place during their examination period, and broader concerns about the impact of systemic healthcare delays on vulnerable individuals.

Staff listened carefully during phone calls

We have consistently received outstanding care and support. The entire team demonstrates genuine helpfulness and attentiveness during every interaction, whether by phone or in person. They approach all discussions with courtesy and empathy, regardless of the nature of the enquiry. We truly appreciate the compassionate approach shown to us.

Quick response when urgent referral came through

I'm very grateful for our NHS, and especially for the local practice in the area, when a dental professional raised concerns during a routine examination. I submitted a referral early in the morning and received a phone call from the surgery within an hour, with an appointment offered shortly after. The response was excellent, and I've noticed there's often criticism directed at this practice that I don't think is balanced, as they genuinely provide outstanding care.

Felt listened to and put at ease

I recently had a consultation at the practice and found it to be excellent. The clinician provided clear explanations and helpful guidance throughout. I felt comfortable during the appointment and my questions were thoroughly addressed. The healthcare professional demonstrated good listening skills and showed genuine understanding of my concerns. I would be happy to recommend this service to others.