Risedale Surgery

Reception dismissed my mental health concerns

Attempted to arrange a call with the practice as in-person appointments appeared unavailable. I was informed that a telephone consultation could be scheduled for the following week, or alternatively in the following month, with the option to speak with my usual healthcare provider who oversees my recent medication. I communicated that I was experiencing significant anxiety at the time, but felt that my concerns were not given adequate consideration. This experience left me frustrated about the level of support available for mental health matters.

Reception staff need better training and empathy

Disappointing experience overall. Blood test results were not located, and upon attending an appointment, the clinician was unavailable with no prior notification of cancellation. Reception staff would benefit from additional training in patient communication and professional demeanor. There appears to be a lack of patience and understanding toward patients requiring additional support with administrative tasks. Staff interactions were observed to be dismissive and condescending rather than helpful and respectful. A patient in distress was witnessed being spoken to in a manner that seemed to escalate their anxiety, leaving them upset. This approach was inappropriate and fell short of expected standards of care. Another patient felt compelled to step in and provide assistance that should have been offered by staff.

Long phone wait, same-day appointments only

I recently called to book an appointment and waited a considerable time before speaking with reception staff. I was informed that appointments could only be scheduled for the same day I required one. As someone who works full-time, I found this scheduling system extremely difficult to manage. I am quite disappointed with the service provided by this practice.

Practice doesn't follow up on promised calls

This practice has significant issues with communication and responsiveness. Promised callbacks do not materialise, and there have been instances where referrals were not made when they should have been. Accessing appointments by telephone is difficult, and follow-up care after consultations appears to be lacking.

Phone receptionist dismissed urgent health concerns

I was very frustrated with my recent phone interaction regarding appointment availability. The receptionist informed me that the earliest appointment was several weeks away, despite my ongoing symptoms and my doctor's recommendation for a referral. I felt dismissed when told I wasn't classified as an emergency, as I believe my situation warrants urgent attention. I've been waiting an extended period to have diagnostic imaging arranged to identify the cause of my symptoms, and the delay is concerning to me. The call ended abruptly, which added to my disappointment. I felt the receptionist lacked understanding of my situation and believe the appointment scheduling process could be improved to better accommodate patients with ongoing health concerns.

Hard to reach but worth the wait

Once you have secured an appointment, I would generally suggest the surgery is worth recommending. However, there can be significant delays in reaching the reception team to book an appointment in the first place, which can be frustrating. Younger patients tend to be seen promptly, whereas appointments for less urgent adult concerns may involve a longer waiting period.

Friendly staff who actually listen to you

Everything you'd expect from a local surgery. Knowledgeable staff. Friendly atmosphere. Helpful. And my GP is as good as I'd expect.