Strensall Health Care Centre (MyHealth)

Waited hours for response about baby's rash

I called this morning regarding my infant who had developed a rash and followed up again to check on progress. I was asked to submit a photograph, but have not received any response despite waiting several hours. I found this experience quite frustrating. While I recognise that other patients require attention, I would have expected a skin concern affecting a young child to be addressed more promptly. I am concerned about the lack of communication and may pursue this matter further if the situation does not improve.

Reception staff were polite and helpful

Excellent medical practice. The front desk team are wonderful, consistently courteous and supportive.

Couldn't reach back when they called

I was expecting a call on a specific date. The clinician attempted to contact me, but I was unable to answer the phone at that moment. When I tried to reconnect with the practice afterwards, I found there was no straightforward way to communicate my availability for a rescheduled call. I was in the process of getting up from my chair at the time.

Couldn't get doctor appointments when needed

I have been managing a significant health concern for approximately two months. During this time, I have made multiple requests to speak with a clinician, all of which were unsuccessful. My interactions have been limited to contact with nursing and support staff. I feel that the practice's level of care and attention towards patients has diminished.

Surgery makes time for same-day appointments

I've consistently been satisfied with the support this practice has provided whenever my children have needed medical attention. Despite their demanding schedules, they've consistently been able to arrange in-person appointments for the children promptly, often on the same day when there are concerns (this was offered without me having to request it). The wider team has also been consistently accommodating and supportive throughout.

Long waits and unhelpful phone lines

Extremely disappointing service that appears to have deteriorated significantly over an extended period, with further challenges emerging in recent times. Experienced considerable difficulty reaching the practice today after an extended wait. The practice has updated their initial messaging to reference staffing constraints. Based on previous interactions, I have found the reception approach to be somewhat dismissive and unhelpful when attempting to obtain information about test outcomes. The overall experience suggests there may be barriers in place that make accessing clinical appointments unnecessarily difficult.

Online booking system caused unnecessary delays

Extremely disappointing experience. My young child was suspected to have a urinary tract infection. After waiting on hold for an extended period, my spouse visited the practice in person, only to be informed that appointments must be booked through the online system. We were then advised of a significant wait time before receiving a callback from a clinician. Very frustrated with the situation.

Quick response helped ease my worry

I cannot express enough gratitude for the care received. Following a concerning health issue, I was contacted promptly by the out of hours service. This was followed the next day with a telephone consultation and an in-person appointment at the local practice. All three healthcare professionals demonstrated compassion, attentiveness and provided reassurance, along with appropriate medication that was quickly processed by the on-site pharmacy. Given the current demands on the health service, I felt the standard of care was outstanding and deserves the highest praise. Thank you.

Website information needs updating and checking

It would be beneficial to verify that any information displayed on the practice website is accurate and that all associated links function properly.

Staff took time to listen and explain things clearly

My health surgery has consistently demonstrated efficiency and helpfulness throughout my time as a patient. I have presented with complex health matters, and the clinical team has made a meaningful positive impact. They have shown a genuine commitment to listening carefully, displaying empathy, avoiding rushed consultations, and clearly outlining the most appropriate pathways for support. Over two decades as a patient, they have consistently met my expectations and provided reliable care. I recognise that our surgeries face significant pressures in managing the volume of health concerns in the community, and we must each take responsibility for our own wellbeing. I am genuinely thankful for the dedication shown by the team there, and I feel fortunate to have received their care.

Practice ignores accessibility needs for disabled patients

It appears that individuals with communication difficulties may face challenges when this practice relies heavily on phone-based appointments. Despite clearly communicating a need for alternative appointment formats, phone consultations continued to be offered, which proved inaccessible. This approach felt dismissive of accessibility requirements and left me feeling unsupported.

Struggling to get face-to-face appointments now

A few years back, my health began to decline, and the pandemic made things considerably worse. Obtaining an in-person appointment feels nearly impossible, and telephone consultations are equally time-consuming. I'm not sure what changed, as the service used to be much better. We're now considering switching practices. (The practice does have some excellent clinicians and others who are less effective).

Rude receptionists and a two week wait for urgent help

Would give a lower rating if possible, but this reflects my experience. The service has been extremely disappointing. I've been dealing with ongoing pain for approximately 2 years and have only received one initial appointment, with no progress toward understanding the underlying issue. I've been told the problem may not be physical in nature, yet I'm struggling to function without my regular medications despite working multiple jobs. Each time I request a prescription refill at the appropriate interval, I face accusations of ordering too early, and my requests are refused. This has happened repeatedly over recent months, and on one occasion I was unable to access my medications for several days, resulting in difficult withdrawal symptoms from both pain and mood management medications. During a recent phone consultation, I was simply told that my medications may be less effective after an extended period, with no alternative treatments or additional support offered. When I attempted to book an urgent appointment through the online system due to needing medication and experiencing significant mental health concerns, I was given an appointment slot nearly two weeks away for a phone consultation. Given what I disclosed about my mental health in the booking form, the lengthy wait time for support feels inadequate and concerning. The reception staff have been unhelpful and dismissive, making interactions feel uncomfortable and belittling. I've also observed staff discussing patients in ways that feel unprofessional. The overall experience has been stressful and exhausting, both mentally and physically. I have found nothing positive to say about my care at this practice.

Telephone screening delays necessary physical appointments

With relatively few cases of the illness in the local area relative to the population size, it is unclear why an initial telephone consultation is necessary before an in-person appointment, particularly when a condition requires physical examination. This approach appears counterintuitive, as it may heighten patient concern and delay the diagnostic and treatment process. It seems the current health situation has become a justification for postponing face-to-face consultations.

Reception staff kind, but doctors dismissive

Disappointing experience! The front desk staff were pleasant, however the clinical team provided poor service. While I recognise there are challenging circumstances affecting healthcare, I felt concerns about my child were dismissed without proper assessment. I was frustrated that no in-person appointment was offered to rule out any serious issues. I'm relieved we've made the decision to seek care elsewhere. Our family has decided to change to a different healthcare provider.

Getting through on hold takes forever and medication's chaotic

Securing an appointment is challenging, and the calibre of guidance and compassionate care appears to vary considerably depending on which clinician you consult. The administrative systems surrounding prescription management are problematic, ranging from inefficient to severely inadequate. Obtaining the correct medication within a reasonable timeframe consistently proves difficult. This recurring issue lacks adequate channels for discussion and resolution. Recently, after waiting 16 minutes to reach someone regarding a prescription concern, key personnel were unavailable to address the matter. When experiencing a recent health concern, the practice offered a remote consultation scheduled eight days ahead, with an in-person visit only if considered appropriate. A brief conversation with a healthcare professional outside the practice swiftly resolved the issue. The service appears to have deteriorated noticeably over the preceding four to five years.

Phone access improving with callback service

As a frequent patient, I have consistently experienced good service and courteous treatment. There are occasionally extended waiting times for standard appointments such as examinations and follow-ups, though this seems understandable. The sole reason for not giving a perfect rating is that I have occasionally experienced difficulty reaching the practice by telephone. That said, I recently tried the callback service for the first time and found it to be effective, so this may help address the communication challenges going forward.

Practice closure left me without urgent appointment access

The practice's accessibility proved challenging when I became unwell on a day when the entire surgery was unavailable for staff training, which resulted in me attending the emergency department in Scarborough. Following my discharge, I was advised to arrange an appointment with the nursing team. The nurse was pleasant and helpful, though unable to provide the specific guidance I required, and instead recommended a telephone consultation with a clinician. After waiting a week for this call, I was informed that an in-person appointment would be necessary and was directed back to reception, where I learned that no appointments were currently available and was instructed to call on Monday morning when the appointment system would release additional slots. Attempting to contact the practice by phone on a Monday typically involves a considerable wait time. It seems inefficient that when a clinician determines an appointment is needed, the appointment cannot simply be booked at that point rather than requiring me to navigate multiple steps and make additional calls, which feels like an unnecessary use of both my time and the reception team's resources.

Reception doesn't answer the phone reliably

Avoid. I have had a very poor experience with this practice. I felt the care provided was inadequate and that staff were dismissive of my concerns. When I was uncomfortable with a proposed examination and declined, I felt this decision was held against me rather than respected. I attended multiple appointments over several months with ongoing symptoms but felt my concerns were not properly investigated or addressed. Since the practice underwent its recent changes, I have noticed a significant decline in the standard of care. I am also concerned about the level of support and monitoring available to patients with serious health conditions, having witnessed a family member struggle to receive appropriate care and follow-up here. The practice seems more focused on financial matters than on genuinely helping patients. Additionally, I have found it extremely difficult to get through on the phone, and when I do manage to speak with clinical staff, I do not feel they take sufficient time to properly understand what is wrong or to investigate my health concerns adequately.

Friendly staff but phone lines constantly busy

Although the team members are generally pleasant, contacting the practice by telephone presents significant challenges. I have repeatedly found myself waiting on hold for extended periods, only to have the call disconnected by reception staff.