Moss Healthcare Kings Road Harrogate

Practice repeatedly gets vital information wrong

This practice has not met my expectations and I would not suggest it to others. There have been recurring issues with the accuracy of important information, and I am actively considering transferring my care elsewhere.

Short notice appointments made easy here

5* consistently goes the extra mile to accommodate urgent appointment requests. The online consultation service provides a convenient alternative for non-urgent matters. Appointment punctuality has noticeably improved compared to previous experiences. Overall, an excellent service.

Prompt response to my vaccination concerns

I received a swift response from a healthcare professional regarding my concerns about vaccinations. I have been very satisfied with the level of service provided by the practice this year.

Reception hung up when trying to resolve issues

December Update: Having experienced some frustration previously, I am pleased to report that with the assistance of the management team, things have considerably improved for my family member. Thank you. I recently contacted Reception as suggested, attempting to resolve some outstanding matters. Unfortunately, neither of the clinicians I was hoping to reach were available. I was also unable to connect with the management team. During this call, the receptionist ended the conversation despite my clear indication that I wished to work towards a resolution. I would appreciate guidance on how to proceed from here.

Online booking system repeatedly failed to offer appointments

As a patient for more than two decades, I had hoped this practice might demonstrate greater self-reflection, though recent encounters suggest otherwise. I anticipate this review will prompt familiar responses about system upgrades or operational pressures, but I feel compelled to share my concerns. The practice has shown a consistent decline over time, characterised by what appears to be a lack of competence, discourteous interactions, and general indifference. While there are occasional instances of professionalism and capability, these positive moments are frequently overshadowed by widespread mediocrity. Today's experience has prompted me to finally submit this overdue feedback. I have been managing a cardiac condition alongside other related health concerns. Breathlessness has been a significant symptom, though investigations have not identified a direct cause. A recent imaging scan showed no abnormalities, suggesting further investigation and clinical review would be appropriate. No such follow-up was arranged. This is concerning because without access to online health records, I would have received no information whatsoever. Following the practice's guidance, I attempted to book an appointment online. After completing the initial form, I received a response requesting additional information, despite having clearly stated my need for a follow-up appointment. I provided further details, only to receive another request asking what I actually wanted. I wanted an appointment. Subsequently, I received a text directing me to book online. Upon clicking the link, I was told no appointments were available and to try again later. Multiple attempts yielded the same result before being instructed to telephone instead. When I called today to explain my situation, the staff member became impatient, repeatedly interrupting and saying he understood before I had finished speaking. His manner was dismissive and unhelpful. After declining to be rushed and requesting his name, he refused to provide it. He then stated that the clinical team had reviewed my case and deemed an appointment unnecessary before disconnecting the call. Given the time was approaching closing, I felt the priority was ending the conversation rather than addressing my concerns. This experience has left me disappointed and prompted this complaint.

Triage system made appointments actually manageable

At a time when contacting a GP surgery can feel challenging, this practice stands out as truly outstanding. The operational systems are well-designed, featuring an effective initial assessment process that enables straightforward matters such as diagnoses, prescriptions and referrals to be processed swiftly and smoothly. This allows clinical staff to dedicate their time to more complex or urgent cases that require prioritisation. The practice as a whole is exceptional, with one particular clinician demonstrating exceptional dedication and commitment. They are remarkable—demonstrating genuine compassion, patience and attentiveness. They employ a direct, pragmatic approach to developing treatment strategies and ensuring patients receive timely and appropriate care within the system. Their extensive knowledge and experience are evident in their work. With two particularly complex health matters, they have provided outstanding care, successfully managing treatment while providing reassurance throughout the process. I would strongly endorse this clinician. GP surgeries often face criticism, but the team at this practice are delivering excellent care. Thank you for your efforts.

Turned away for being slightly late

My elderly father was unable to be seen at his scheduled appointment on Friday due to arriving a few minutes behind the expected time because of traffic delays. Additionally, follow-up appointments have not been arranged for him, which is an ongoing issue I have experienced with this practice. I have submitted a formal complaint and would appreciate a call on Monday to discuss and resolve these matters.

Reception staff made sensible decisions about new services

What appears to be a thoughtful decision by reception staff and a recent addition of a prescription support role represents a much-needed positive step by the practice management. I had begun to feel somewhat concerned about the operational processes in place at this surgery, but given the limited alternatives available locally, patients can only hope that this kind of thoughtful and comprehensive approach will continue to develop.

Felt genuinely heard and given proper attention

I recently had an appointment and was incredibly impressed. The clinician I saw is, without a doubt, the best GP I've ever experienced. They are not only brilliant and professional but also exceptionally kind and empathetic. They took the time to listen to my concerns, making me feel genuinely heard and valued. They provided me with a comprehensive approach to my care and I left feeling hopeful. Their approach is a perfect blend of expertise and compassion, which is exactly what you hope for in a healthcare professional.

Online booking system makes appointments impossible

Need to see a GP Complete online form, get sent a link to book appointment, no appointment available, link expires And repeat How can anyone book an appointment with this system? Ridiculous and beyond frustrating Update - A clinician will call after requesting again, following an initial request made several weeks prior. The waiting period really does not feel acceptable.

New appointment system cuts phone queue time

Really pleased with the updated appointment system and the online consultation feature, which provides swift and straightforward responses. These are welcome improvements that move things forward positively - no more lengthy phone waits required. Excellent enhancement - much appreciated.

Friendly team who really listen and help

The practice provides excellent service with a welcoming and supportive team who are consistently helpful.

Quick appointments and efficient prescription service

I have been attending this practice for many years since childhood, and I have consistently found the service to be excellent. I have rarely experienced difficulty obtaining an appointment when required, and the repeat medication ordering system operates with impressive efficiency. I have found this service particularly valuable on numerous occasions. I would highly recommend this practice to others.

Staff were dismissive and lacked compassion

Had a disappointing visit. The team seemed dismissive and their manner came across as rather condescending.

Felt listened to during a thorough consultation

I had a consultation today and was very impressed by the thorough and professional approach combined with a warm manner. The clinician took considerable time to carefully investigate a complex and unclear set of symptoms. The appointment also involved a physical examination of a sensitive nature, which can feel uncomfortable for patients, but the clinician was exceptionally kind and considerate throughout, making the overall experience very positive. I felt confident in their clinical abilities and learned they are relatively new to the practice and continuing to develop their role in general practice. They came across as highly skilled, competent and experienced, and are a valuable addition to the practice. I'm sure that as more patients experience their care, they will be seeking appointments with them.

Reception staff made the visit pleasant

The facility was well-maintained and the front desk team provided excellent assistance.

Icy car park left ungritted and unsafe

The car park at the surgery was icy and had not been adequately cleared or treated. This created difficulties for patients and visitors attempting to access the facility safely, which was concerning.

Kind doctor took time to listen

I recently had an appointment with a very kind and knowledgeable clinician who spent time discussing my concerns with me and arranged for further investigation into my health matters.

Receptionist team made booking straightforward and easy

I received outstanding care during my visit. The clinician's thoroughness and compassion made me feel comfortable and well-informed. The reception team were also very helpful, which added to the positive experience overall. I would highly recommend this practice to anyone seeking knowledgeable and caring medical attention. Thank you

Felt unheard and let down today

I was quite let down by my experience at the surgery today and feel that improvements could be made.