Pocklington Group Practice

Online booking system offers months-long wait times

I was extremely disappointed with the level of customer service provided by this group practice. I attempted to book an appointment through the online system as instructed, requesting the earliest available slot for a telephone consultation since in-person appointments with a clinician appear to be unavailable. The earliest offered date was several weeks away for a brief ten-minute call. As someone who does not frequently visit the doctor, I do not consider myself a burden on the service. I am frustrated given the amount deducted from my wages each month in contributions towards funding this service.

Reception staff were dismissive and unhelpful

The practice has significant issues with record-keeping regarding patient orders and the reception team's interpersonal approach leaves much to be desired. Communication skills at the front desk appear to need improvement, and there seems to be a lack of professionalism in how patients are treated. Overall, the service falls well short of acceptable standards.

Quick callback got me seen same day

Excellent service. I have nothing but praise for this practice. I had a telephone consultation scheduled for the following week, but my circumstances changed and required more immediate care. When I contacted the surgery at opening time, I was added to an assessment list and received a callback within a few minutes. I was able to attend the practice and be seen within half an hour. The responsiveness was outstanding, particularly considering the challenges the practice has faced in recent times and staffing constraints.

Reception turned away urgent injury without appointment

We had an extremely disappointing experience at this GP practice. My partner sustained an injury and we attended for an urgent assessment. At reception, we were asked whether we had a pre-booked appointment. We explained that this was an emergency situation that had just occurred, and we showed the receptionist the serious nature of the injury. We were told in a manner that felt dismissive and discourteous that an appointment would need to be arranged by telephone. When we called, we were informed that no appointments were available for several months. The overall service felt unprofessional and unwelcoming, with staff who appeared to lack understanding of how to interact with patients in urgent situations. In comparison, our subsequent experience at the hospital was significantly more positive and attentive to our needs.

Prescription collection left us standing in the rain

Half a year into the pandemic and the practice was still requiring patients to wait outside for prescriptions. There was no protection from the weather and the seating areas had been made unavailable, which was particularly difficult for those who had travelled a distance to attend.

Staff rudeness marred the experience throughout

Disappointing experience at this practice. While the facilities appear well-maintained and modern, the interactions with staff were unpleasant and unwelcoming. The management approach seemed lacking in interpersonal skills and came across as dismissive. Several months ago, there was a distressing encounter involving raised voices, and a subsequent complaint did not receive a satisfactory resolution. Staff appeared overwhelmed and I experienced lengthy delays when trying to reach someone by telephone. The practice may present well visually, but the overall experience fell significantly short of expectations. This matter may warrant escalation to the relevant commissioning body.

Reception staff lacked basic discretion and respect

Disappointing experience with the service provided. There were concerns about how confidentiality was handled, and the approach sometimes felt dismissive. It would benefit the practice to remember its role as a public service and prioritise compassion in patient interactions. The experience left me feeling like just another appointment rather than an individual receiving care. It's puzzling why some staff members chose healthcare roles when their manner doesn't reflect genuine care principles. The contrast between visible resources and the quality of patient experience was notable.

Felt genuinely listened to and cared for

I am very grateful for the excellent service provided. Regardless of my health concerns, I have consistently experienced a caring and compassionate team dedicated to my wellbeing. I particularly appreciate how supported and improved I have felt, and I am thankful for the attentive care and genuine concern shown throughout my visits.

Modern centre with easy touchscreen booking system

A pleasant contemporary medical facility with a welcoming and capable team. Appointments typically require advance booking through various convenient methods including an online system with user-friendly touchscreen technology, telephone booking, or visiting in person. The practice benefits from an affiliation with a pharmacy chain, making prescription collection straightforward. The location offers complimentary parking. This represents a notable upgrade from the previous premises.

Helpful staff made me feel properly listened to

The reception team, administrative support, and clinical staff all provided excellent care. The service was of a high standard and very helpful. I cannot identify any areas that would benefit from improvement.

Friendly reception made the visit pleasant

Outstanding medical practice with wonderful team members and exceptional service delivery.

Wasted a month waiting for nothing

I found the appointment to be unhelpful and felt that a month passed without achieving the outcome I was hoping for.

Friendly staff made me feel welcome

Excellent practice with a welcoming atmosphere and highly skilled clinicians.

Easy parking and helpful reception staff

The team were accommodating and the car park facilities were convenient.