Strensall Health Care Centre (MyHealth)

Patient Experience Summary

Feedback reflects a mixed experience with significant variation in service quality across different areas of the practice. Reception staff consistently receive praise for courtesy and helpfulness, and when clinical appointments can be secured, patients report compassionate care and good listening skills. However, appointment access remains a persistent challenge, with patients describing extended waiting times ranging from two weeks to several months, alongside ongoing difficulties with the telephone system including engaged lines, extended hold periods, and call disconnections. Communication barriers are evident, particularly for patients with accessibility needs or those requiring follow-up contact. Prescription management has improved recently but previously presented obstacles, with delays in obtaining medications and inconsistent responsiveness to requests. Care quality appears inconsistent between clinicians, and some patients report poor continuity, with multiple appointments needed to address ongoing concerns. Several reviews note a perceived decline in service standards over recent years, alongside concerns about delayed responses to urgent matters and inefficient appointment scheduling processes that require patients to navigate multiple steps rather than booking directly when clinical need is identified.

Positive experiences highlight instances of prompt responsiveness, efficient prescription processing, welcoming practice environment, and attentive clinical care when accessed. Recent reviews suggest some improvements in online appointment systems and callback services. Patients who have experienced urgent or complex care describe professional, compassionate approaches and reassuring interactions. The practice demonstrates particular strength in supporting children's appointments and in managing acute concerns when contact is successfully established.

Overall, the practice presents a complex picture where reception experience and clinical care quality are generally valued, but systemic barriers to appointment access, communication challenges, and perceived service deterioration create significant frustration for many patients. Accessibility for vulnerable populations and consistency of care across different clinicians remain areas of concern.