Strensall Health Care Centre (MyHealth)

Reception team made me feel genuinely listened to

I genuinely believe this healthcare facility is outstanding. The staff members are exceptionally supportive and compassionate. They demonstrate genuine empathy and patience when addressing my questions and worries. The team comes across as approachable and genuinely invested in their patients' wellbeing. The service is well-coordinated and the atmosphere is welcoming. I have not experienced any issues during my time as a patient. Despite relocating multiple times in the area, I have chosen to remain with this practice because of the high level of satisfaction and confidence I have in their care. Excellent work!

Record sorting sorted quickly and efficiently

I required assistance in resolving issues with my NHS record, which had contained inaccurate information for an extended period without being rectified. The staff member I worked with was excellent in providing support, demonstrating helpfulness, efficiency and prompt responsiveness. They maintained regular communication with me as the matter progressed, and the issue was successfully resolved within a week. I'm very grateful for their assistance.

Online booking made getting an appointment quick

I received a quick response through the online service and was able to book an appointment promptly. The in-person consultation was very helpful and the clinician took a proactive approach. I'm grateful for the care I received.

New repeat prescription system saves time

The updated repeat medication ordering process has proven to be considerably more convenient and efficient compared to the previous method.

Felt reassured by clear procedure explanation

The healthcare professional took time to explain the procedure and helped me feel reassured and comfortable.

Team went the extra mile to help

The entire team at this practice consistently demonstrates a commitment to addressing patient concerns promptly and efficiently. I am genuinely appreciative of their dedication and efforts.

Quick and efficient remote consultation for minor issue

Resolved my minor health concern promptly and suitably without requiring an in-person visit, absolutely excellent.

Reception staff made me feel at ease

I have consistently enjoyed a very positive experience with the services offered here. I would particularly like to highlight the reception team, who demonstrate professionalism, kindness and compassion, and make genuine efforts to help patients feel comfortable. The clinical staff also share this same welcoming approach. There are numerous other team members I have not encountered directly, but I am confident that their professionalism and dedication are instrumental in keeping the practice operating effectively. Thank you to everyone for the excellent care and support provided.

Long wait for online form response

It took 5 days to receive a response following submission of the online form, followed by approximately 4 weeks of waiting for a telephone consultation with a healthcare professional. This delay was for a medication review request, which is required before a repeat prescription can be issued for a straightforward medication. There is concern about what would happen if the medication supply ran out prior to receiving an appointment. The overall experience reflects what feels like a noticeable decline in service quality from the practice over the past year. There is a sense that improvements in efficiency and responsiveness are needed.

Staff treated me like a person

To be honest, the clinical staff have been excellent to me since joining this practice after being with my previous provider for many years. I strongly doubted whether I would ever find a practice that treated people with such genuine care and respect. A year ago I might have left a negative review, but time has really shown me how dedicated and skilled the team are. Thank you for supporting my health and wellbeing over the past year.

Vague morning appointment windows caused unnecessary waiting

To begin with, this practice, or perhaps it functions more as a business, demonstrates notably inadequate service standards. While I recognise the considerable strain placed on the NHS, my experiences seem to stem from inadequately trained personnel and inefficient operational procedures. Securing appointments proves challenging, and when telephone consultations are eventually offered, routine slots extend to several weeks ahead. On two separate occasions, I was scheduled for morning calls that failed to materialise as promised. The first instance saw the clinician ring at midday despite my waiting from early morning, leaving me uncertain why I needed to remain available throughout the morning. The second telephone appointment similarly fell outside the stated morning window. When I raised concerns, they promptly offered a defined one-hour slot, which raises questions about why this wasn't provided initially. In another situation, I was instructed to track readings over seven days and enquired whether the practice could loan monitoring equipment. I was informed no such service existed and was directed to either visit twice daily to record readings myself or purchase my own device. I subsequently bought one, only to receive a call days later offering to loan me equipment from their collection. Additionally, when experiencing digestive issues, I spoke with reception staff and, to avoid unnecessarily occupying clinical time, we agreed I could provide a sample for analysis. After dropping it off, I received notification two days later that the test had been cancelled as it hadn't been formally requested by a clinician. Each interaction with this practice feels unprofessional, with certain team members appearing unfamiliar with basic operational procedures. It's disheartening, conveying an impression that minimal effort is being invested. As a final note, raising concerns about ear-related matters will likely result in being told this practice doesn't provide certain procedures on the NHS, despite other surgeries offering them.

Calm and attentive care during medical emergency

I received excellent care from the clinical team during my recent appointment when I experienced an unexpected physical reaction following a procedure. The staff remained calm and professional throughout, taking the necessary time to ensure I had fully recovered before I left. I was very impressed with their attentive approach and thorough care. Thank you 🙏

Responsive when urgent requests come through

There are occasions when scheduling an appointment presents challenges, though when I submit requests requiring prompt attention, they are handled appropriately. The healthcare sector is navigating demanding circumstances currently, and I have experienced a generally responsive service. My only minor observation relates to potential improvements in communication at the front desk, though I recognise the team works diligently within their constraints.

Slow response times left us feeling unheard

My daughter was unwell and, as a single parent, I was concerned about her health. Unfortunately, securing an appointment proved very difficult. The surgery took five days to respond to her initial contact, requesting that she complete a questionnaire. A telephone consultation with a clinical professional would have been beneficial during this time. Her frustration grew, leading her to feel that seeking help was pointless given the perceived lack of available support. I found it challenging to access medical assistance when needed. While I recognise that some staff members are stretched and managing heavy workloads, the lack of readily available doctor appointments remains a significant concern.

Practice didn't listen to my concerns

The standard of care at this GP practice raises serious concerns about patient safety and the quality of medical attention provided.

Reception staff were genuinely helpful and polite

The front desk team demonstrates excellent courtesy and consistently provides valuable assistance. Thank you for your efforts.

Booking system let us down badly

What a letdown, a medical practice that appears unable to offer an appointment system that meets basic requirements. The response I received to my concerns seems to have missed the key issues I had outlined, leaving me wondering if there may have been some confusion in the reply. It is disheartening to see how much this practice's service appears to have declined.

Phone calls ignored and receptionist unhelpful throughout

This concerns both locations of the MyHealth Surgery. I hardly know where to begin! My relative experienced a cat bite injury. At 82 years old, they developed significant swelling in their hand. Following an eventual call from the practice with an antibiotic prescription, the swelling worsened considerably. A family member spent thirty minutes on the phone this morning only to have the call disconnected. They then visited the surgery in person to speak with reception staff, expressing serious concern about the increasing swelling and discomfort. Despite the surgery appearing quiet, they were told the practice was busy and instructed to go home and wait for contact. The doctor eventually called late in the day after 6pm, advising that the patient should attend A&E due to needing fluids. This was problematic—the expectation that an elderly, unwell patient would attend A&E at that hour and potentially wait many hours before being seen seemed unreasonable. Had the doctor offered to arrange ahead to ensure prompt assessment, this would have been more appropriate, but simply directing them to sit in a waiting room felt inappropriate. The patient was already exhausted and unwell. Why could this situation not have been addressed earlier in the day when the family member made clear efforts to obtain a same-day appointment? The delay throughout the entire day raises questions about the standard of care provided.

Long waiting lists make appointments hard to get

It is difficult to secure an appointment at this practice due to ongoing waiting lists. Urgent matters sometimes appear to be categorised as routine when they arguably warrant faster attention. I experienced significant pain that affected my ability to work on several occasions, but felt that my concerns were not fully heard during consultations. I was given a response that suggested there were limitations to what could be done. I found this experience very disappointing.

Portal keeps going down when you need it

The clinical staff are generally competent when consultations can be arranged, however the digital appointment system experiences frequent outages that significantly disrupt access. At the time of writing, the platform was unavailable and not expected to be restored until the following morning.