Pickering Medical Practice

EConsult system made getting help easier

The clinical staff at this practice are excellent, demonstrating genuine kindness, helpfulness and empathy, and have provided valuable support during some difficult periods. The online consultation system used by the practice is really effective and allows me to reach out to clinical staff or administrative teams without the frustration of waiting on hold. I regularly see a select few practitioners, and those I have appointments with are attentive and make a genuine effort to understand my needs and goals for each visit.

Repeat prescriptions take far too long

Frequently experienced delays in obtaining prescribed medications. Repeat prescription requests typically require more than a week to process. Staff appeared to lack clarity on procedures. Significant concerns regarding patient safety protocols.

Getting sorted here takes unnecessarily long

The people I've spoken to, including healthcare professionals from other practices, have expressed surprise at the approaches and methods used here. While there are occasional genuinely helpful and courteous interactions, the process of resolving issues tends to be prolonged, protracted and more complicated than necessary. I've attended for referrals from other healthcare providers only to have them declined and receive an alternative diagnosis instead, I've experienced what I believe to be incorrect diagnoses on several occasions, I've been advised to try over-the-counter remedies without follow-up appointments to monitor progress, only to deteriorate and later discover from another practice that the initial diagnosis was inaccurate. This has been frustrating. After exploring other practices, both I and the professionals I've consulted struggle to understand how this practice operates in its current manner. Whilst the staff are generally friendly and appear to take concerns seriously, there are certainly some individuals who have made unnecessary remarks and unfounded assumptions and seem indifferent to patient health and wellbeing. The practice itself is well-organised and efficient, and I've seldom experienced appointment cancellations, which is certainly commendable. Overall I would not recommend this practice. Although appointment availability is good, the time taken to reach an accurate diagnosis and appropriate treatment remains lengthy. The unhelpful remarks and dismissive demeanour of certain staff members unfortunately overshadow the positive aspects. It feels considerably less stressful to seek care elsewhere and receive proper resolution.

Hard to reach by phone and slow to respond

I have felt that the level of care provided has been inadequate, with staff seeming indifferent to patient concerns. Reaching someone by telephone has proven to be quite challenging. Procedures that were straightforward at my previous practice, such as arranging routine blood tests, now require an initial telephone consultation with a nurse before proceeding. When I reported ongoing chest discomfort lasting several days, along with a referral from a pharmacist, I was advised to wait a further three days for an appointment. It is understandable why patients might turn to accident and emergency services when general practice should ideally be their first point of contact. As an older patient living in a residential community, I frequently hear similar concerns raised by others about this medical practice.

Reception team made me feel genuinely cared for

The practice consistently provides me with excellent care and attention.

Responsive team that listens to your needs

I have found this practice to be accommodating and responsive to my healthcare requirements, demonstrating a genuine willingness to support my wellbeing.

Receptionists were dismissive and unhelpful throughout

The reception staff interactions have been disappointing and unhelpful. I feel that my health concerns were not properly addressed for an extended period, and when a different diagnosis was eventually provided, my confidence in the practice had already been significantly damaged. I find it frustrating that each visit requires me to repeat my full medical history to different clinicians, which is particularly challenging given the complexity and length of my situation, especially within the constraints of brief appointment slots. The waiting times have frequently been lengthy and inconvenient. I also experienced difficulties with the accuracy of previous assessments regarding another health matter, which was only properly identified when I sought care elsewhere. Overall, I am very dissatisfied with my experience at this practice and have serious concerns about the quality of care and continuity of service provided.

Reception attitude makes you feel abandoned

In line with feedback from other patients, the atmosphere at this practice feels quite unwelcoming. There appears to be a particular member of the reception team whose demeanor comes across as rather unfriendly, which seems insensitive given that many patients are dealing with health concerns. I submitted what I believed to be a legitimate complaint, but it was essentially disregarded. Additionally, I find myself seeing different clinicians on each visit and having to repeat my medical history repeatedly. This creates a sense of feeling unsupported throughout my care. Overall, the practice does not seem to prioritize patient wellbeing. My experience here contrasts sharply with my previous practice, where the standard of care was noticeably better. This suggests the issues are specific to this surgery rather than reflective of the NHS more broadly. It's difficult to understand what might be driving these shortcomings.

Long waits and unhelpful reception staff

We recently relocated to the area and have found it extremely challenging to access GP appointments. Waiting periods of several weeks are required just to receive a telephone consultation. The receptionist we encountered was unhelpful and appeared dismissive. When we eventually spoke with a clinician, the interaction felt rushed and unsatisfactory. This level of service is deeply frustrating. There is no justification for such poor accessibility. People are struggling without proper medical support and are forced to manage their health independently, which is concerning.

Quick phone response and prompt callback

I rang on behalf of my partner this morning. The call was picked up promptly, and a member of the clinical team returned the call without delay. The service was excellent and represents the best experience I have had with a GP practice. I am grateful to everyone involved.

Reception staff could improve their manner

The reception staff could benefit from improved professionalism and courtesy. A little politeness and consideration would make a significant difference to the patient experience.

Prescription declined without any advance warning

My repeat prescription request was rejected due to being submitted ten days ahead of schedule. I received no prior notification through any communication method about this decision. This resulted in an unnecessary trip to the pharmacy that could have been avoided with advance notice. In my professional experience, this standard of service communication would typically warrant formal feedback.

Friendly service with minimal waiting times

The wait times were minimal, and I consistently received a warm and supportive approach during each visit.

Clean practice with knowledgeable staff support

Experiencing health concerns? This is a suitable place to visit. The facility maintains good cleanliness standards and the team generally demonstrates competence in their work.

Appreciated the thoughtful music on hold

The hold music was excellent.

Friendly reception made the visit straightforward

Excellent experience