Ripon Spa Surgery

Felt genuinely listened to and cared for

I feel fortunate to have access to this service. The team demonstrates kindness, capability and genuine care, all delivered with a welcome touch of humour. I'm very appreciative.

Appointment system makes calling pointless

I find it quite frustrating that the appointment booking system requires submitting details about your concern via text rather than being able to discuss it directly with reception staff over the phone. The wait time for a callback can extend to a week, which I find disappointing. In my experience living in various parts of the country, I haven't encountered this approach at other surgeries before.

Quick appointment with friendly reception staff

I was seen very quickly, the receptionist was very friendly and the clinician was thorough, knowledgeable and kind. Thank you.

Long-term patient feels consistently well looked after

Excellent as always, I have been attending this practice for many decades and have consistently received wonderful care throughout my time as a patient.

Helpful staff made the appointment easy

Consistently demonstrated helpfulness and worked through matters in a prompt manner.

Got us in quickly when needed

I am, regrettably, a frequent visitor to this practice with my child and have nothing but positive feedback to offer. They consistently manage to accommodate us for appointments, frequently at brief notice, and the clinical staff demonstrate considerable patience and compassion in their approach.

Long phone queue, no one answered

I waited on hold for an extended period while positioned in the queue. The total time spent attempting to reach someone was considerable and frustrating, with no successful connection made despite the lengthy wait.

Phone consultations made healthcare feel accessible

We are so fortunate to have such an outstanding surgery. From first contact with reception to the clinical nursing and medical team, everyone is caring and compassionate. The system of having a phone consultation with a clinician works really well and the care received is always very thorough. Thank you to the clinical team.

Staff helped my frail father avoid the queue

Took my father for his vaccination appointment on a Sunday. The nursing staff member was attending to another patient when they finished, and asked if I was having the same procedure. I explained that I was waiting for my father. Knowing that my father had mobility difficulties, they kindly asked a colleague to bring him through to the front so he wouldn't have to stand waiting in the queue. Both staff members were very helpful and pleasant. Thank you ❤️

Felt genuinely listened to and cared for

The clinician at this practice is excellent and demonstrates genuine commitment to patient care, going well beyond standard expectations. They clearly prioritise your wellbeing and interests. The surgery itself is outstanding and deserves recognition as one of the finest in the local area.

Quick response helped me get sorted fast

Recently relocated to the area and submitted an online consultation regarding some ongoing medical investigations I was undergoing. A clinician contacted me within 24 hours, helped arrange my prescriptions, and organised a referral for me. Excellent service.

Passed between departments without proper investigation

I feel that the clinical team at this practice may have lost sight of the fact that patients fund the service through taxation and should not be shuttled between appointments simply to be told nothing is wrong, only to receive additional medications that may not be necessary. The practice operates more like a commercial enterprise than a healthcare provider. Experiencing pain for two years without a diagnosis is deeply concerning, particularly when a serious condition was only identified after attending accident and emergency rather than being caught during routine care. This suggests the practice is not functioning as effectively as it should. The service feels dismissive of patient concerns and appears more focused on maintaining professional standing than genuinely helping those who need support. This feedback is offered in memory of a valued person who is no longer with us.

Struggling to reach the practice by phone

It's quite difficult to get through on the telephone.

Struggling to get regular diabetes support appointments

I have not been seen by a clinician for a year and have only had one appointment with a nurse practitioner during this time. Given my chronic health condition requiring regular monitoring, this level of care frequency is inadequate.

Reception staff could show more compassion

The clinical staff at the surgery are excellent and consistently demonstrate respect towards patients. However, the reception experience detracts from the overall quality of care. I often finish phone calls feeling discouraged, which is particularly difficult when already feeling unwell. While I recognise that the team are under considerable pressure, this doesn't justify the lack of courtesy. A little empathy towards patients who are struggling with their health would make a significant difference.

Reception dismissal worsened needle phobia anxiety

I have been attempting to contact the practice by phone without success. I am trying to notify them that I will not be attending my scheduled blood test today following an interaction with reception staff last week. I have a significant needle phobia which is documented in my medical records and has been maintained across several practice transfers. This information is available to reception staff, and I am aware of this given my long history of blood tests due to an ongoing health condition. I was running behind schedule because of my anxiety around needles, which causes me to hesitate when attending appointments alone. I telephoned ahead to inform them I would be approximately 5 minutes late, and was told this would be acceptable, so I proceeded. Upon arrival 7 minutes past my appointment time, I waited at reception for around 6 minutes before being informed I would not be seen. I became somewhat distressed due to the anxiety I was already experiencing. I explained that I had called ahead, but was told that no such call had been logged and that all calls are always recorded. This was upsetting as I struggle with anxiety, and being contradicted made me feel accused of dishonesty. The staff member's tone felt dismissive and patronising rather than compassionate. Had the interaction been handled with kindness, I would not have become upset. When I expressed that I felt the treatment was unfair, the response was dismissive. I left the practice having been required to reschedule the test and subsequently experienced a panic attack. I will not be attending the rescheduled appointment and am planning to register with another practice. While the clinical staff were professional, I do not feel at ease returning to a place where reception staff appear indifferent to phobias and mental health concerns.

Reception staff were dismissive and unhelpful

The issue stems from interactions with a member of the reception team whose manner came across as dismissive and unhelpful. During conversations about scheduling and urgent care needs, there were instances of curt responses and what felt like being deprioritised. This occurred during a particularly difficult time when a family member was unwell, and the lack of support in arranging a timely appointment was frustrating. When an infection developed into a more serious respiratory condition, the difficulty in accessing prompt medical attention was concerning, as it may have had wider implications for the household. Fortunately, persistence in seeking urgent care led to being seen by a clinician who was attentive and supportive, and appropriate treatment was provided. However, the initial barrier created by reception staff was problematic. The reception team are often the first point of contact when calling a surgery, and it is crucial that they approach interactions with empathy and professionalism rather than appearing dismissive or condescending. The experience suggests there may be value in reviewing how reception staff are supported and trained to handle calls, particularly those involving urgent or sensitive circumstances. While clinical staff provided good care once access was achieved, the gatekeeping function at reception created unnecessary obstacles that could have been avoided with a more compassionate approach.

Receptionists were helpful and caring throughout

My husband and I have been registered at this practice since we relocated to the area over a decade ago. I manage several ongoing health conditions and take multiple medications. We see a clinician at the practice who is consistently available and supportive when we need assistance. The reception team have always been approachable and considerate in their interactions with us. I would happily recommend this practice to others.

Phone lines need improvement at reception

It would be beneficial if telephone calls were answered more promptly.

Quick photo upload saved the day

Really pleased with the service today. Contacted the practice regarding a skin concern on my hand. I was able to submit images before any consultation took place. A consultation turned out to be unnecessary, and a prescription was sent directly to the pharmacy where it was ready for collection. This approach saved time and effort for everyone involved. Excellent experience.