Parcliffe Medical Centre

Receptionist patience made the difference

Excellent service - efficient - front desk staff helpful and caring - clinical staff prompt, caring and professional. I do not recognise the news items about problems with the NHS. The front desk team are patient, knowledgeable and charming and I always seem to be offered an in-person appointment with a clinician on the same day if necessary. The clinical staff are charming, patient and exude confidence and competence.

Felt heard and treated with kindness

I had an appointment with a lovely member of the nursing staff today. They were very kind and listened patiently to my concerns. I would just like to say a big thank you.

Same-day appointments made booking straightforward

From the front desk staff through to the clinical team, this practice stands out as exceptionally professional and well-organised in the local area. Many other surgeries nearby require patients to wait several weeks for appointments, yet at this practice, I have consistently been able to secure a same-day face-to-face consultation when calling. A truly outstanding team - much appreciated!

Face to face appointment felt genuinely listened to

I've just had a face to face appointment with my GP. I very rarely get to see this particular clinician as they are often so understandably busy. I have to say they were really helpful and kind to me especially as I was feeling rather unwell. They came across as totally professional, extremely knowledgeable and passionate about helping me. This gave me complete confidence in what they had to say and the treatment pathway and investigations they have started me on. A listening ear, care and compassion is all it takes. Thank you.

Same-day appointments and helpful reception staff

I've had a consistently positive experience so far. The practice offers same-day appointments and demonstrates flexibility with scheduling. The reception staff have been courteous throughout my visits. I'll provide further feedback if my experience changes, but at present this appears to be among the best medical practices I've attended.

Polite receptionists make phone queues bearable

It can be frustrating having to wait in a long queue on the phone to get an appointment, but the front desk staff are always courteous and the clinical team are all very kind and efficient at this practice.

Reception staff made booking straightforward and easy

I have nothing but high praise for this practice. The reception team are courteous and accommodating. I can consistently get an appointment on the day I request one. The clinical staff are pleasant and professional, and I never feel hurried during my visits. In these challenging times for the NHS service overall, I consider myself fortunate. One particular clinician has been especially supportive.

Phone system made booking straightforward and easy

I have needed to attend this surgery more frequently over the past three years than previously. The experience has been excellent. The telephone booking system functions very well and is easy to use. The reception staff are wonderful, courteous, knowledgeable and handle calls with great efficiency. I am satisfied with telephone consultations and have found the clinical practitioners to be highly competent and professional. I appreciate the care provided by everyone at the practice.

Receptionists were cheerful and helpful throughout

This practice manages well despite current challenges - the reception team are friendly, understanding and supportive. Appointments can typically be arranged promptly when needed. The negative feedback often directed at GP surgeries in general media coverage does not reflect the experience at this practice.

Helpful phone team got me urgent care quickly

As a patient with a serious health condition who relocated to a practice closer to home for convenience during treatment, I have found this surgery to be excellent. The staff have consistently been helpful when I have called, and they were able to arrange an urgent appointment for me recently when I was unwell. I am very satisfied with the care and service I have experienced so far.

Receptionist was efficient and genuinely helpful

I recently needed to visit the surgery for several health concerns, despite not having used the practice frequently in the past. I anticipated there might be some challenges given the pressures facing the NHS. The reception staff proved to be efficient, welcoming and exceptionally supportive, both when I called and during my visits. I was able to get an appointment with a clinician the same day, and the clinical staff member who took my samples was very professional. I received referrals for imaging investigations and the waiting time was reasonable. I'm grateful to have access to this practice and want to help support them during challenging periods.

Difficult to book appointments at this practice

The appointment system appears to be quite restrictive, with availability seeming limited throughout the day. When attempting to book at various times, slots do not appear to be accessible, and the standard response tends to be to call back at opening time the following morning rather than accommodating same-day requests at alternative times.

Reception staff kindness undermined by rude colleagues

Disappointing experience overall. While some of the reception team members are pleasant and accommodating, there is one staff member whose manner came across as quite abrupt and lacking in empathy. The clinical staff also fell short of expectations, and I found one particular healthcare professional to be insensitive, disrespectful and dismissive during a procedure. The interaction left me feeling poorly treated. I would suggest exploring alternative medical facilities if possible, as I did not feel this practice provided the standard of care I would have hoped for.

Phone line needs fixing urgently

The telephone line appears to be experiencing difficulties.

Long phone wait to book child's appointment

After spending over an hour on the phone waiting to book an appointment for my young child, I was informed that an in-person visit would not be available unless a specific test was obtained first. I was concerned about the requirement to purchase this test out of pocket, particularly given my current financial difficulties. I found it frustrating that the practice appeared to be conditioning face-to-face appointments on additional costs, which felt at odds with the principle of NHS care. I have contributed through taxes for many years and felt disappointed that accessing in-person GP services seemed to have become more complicated and costly than expected.

Reception staff were unhelpful and dismissive

The reception staff, clinical team, and overall service fell short of expectations.

Practice ignored complaints procedure for weeks

The practice appears to lack meaningful self-reflection and accountability. There seems to be an institutional approach of dismissing patient concerns and disregarding their own formal complaints process. Despite providing several chances for the practice to address my concerns, after four weeks without satisfactory resolution, I feel compelled to take the matter further to the appropriate regulatory body. While errors in healthcare can occur, the response to raising concerns has been disappointing and difficult to accept.

Phone booking system causes lengthy wait times

The appointment booking system relies solely on telephone access, which is problematic given that call queues are unpredictable and hold times typically exceed 40 minutes. Reception team interactions often come across as dismissive and lacking in empathy towards patients. I have witnessed distressed elderly visitors departing the premises upset, having been denied alternative booking methods and directed to use the phone system despite expressing concerns about managing it. Patient case management appears inadequate, with issues including insufficient follow-up on referrals, missed appointment scheduling, and delayed communication of results. The practice should aspire to deliver the standard of care that patients reasonably expect and that is publicly described as available. This situation is deeply disappointing. Leadership should reflect on the current state of service provision.

Disorganised practice let down by poor leadership

The reception team members make genuine efforts, though not all consistently, but the practice appears to be poorly managed at an organisational level. - The appointment booking system, which requires calling at opening time and competing for a position in the queue, feels like a gamble and is frustrating. - The reception staff do not appear to share the same knowledge base regarding patient information or prescription matters, resulting in inconsistent responses depending on which team member handles the call. - The automated message played when calling is unnecessarily lengthy and contains outdated information. - The senior clinician at the practice is regularly absent or unavailable - despite frequent visits, I have rarely encountered them, which creates an impression of detachment. - A digital application that proved beneficial for prescription management at other practices is not utilised here without any transparent explanation, even though implementing it could ease the burden on reception and address several of the issues mentioned above. The practice receives two stars primarily because I recognise that the reception staff are likely aware of these shortcomings but lack the authority to implement changes, as the fundamental issue appears to stem from inadequate leadership and management at the top level.

Phone lines overwhelmed, appointment booking nearly impossible

Phone lines are difficult to get through, with lengthy queues regularly experienced. There appears to be a requirement to answer multiple questions before accessing clinical appointments, and patients often see different practitioners rather than the same clinician. The appointment booking system is restrictive, with limited options available. Online booking through the app is not functional, email requests cannot be submitted, and in-person appointment requests at reception are not accepted. Telephone booking is the only method available, which creates significant barriers to access. The situation feels counterintuitive when patients are already present at the surgery but unable to book appointments in person. The overall appointment process feels inefficient and frustrating.