Unity Health - Kimberlow Hill Surgery

Reception refused to sign required work placement form

I found the service disappointing and unhelpful. I required a form to be completed by a healthcare provider for an overseas work opportunity. The task only involved obtaining a signature, with no need for an appointment or examination, simply to confirm my general fitness to travel abroad. The practice declined to complete this request, and instead suggested I use their blood pressure equipment independently to obtain my own readings. They subsequently recommended seeking a private healthcare provider at considerable expense, which felt inappropriate given my circumstances as a student. I am now uncertain how to proceed with getting this form signed without incurring significant financial burden.

Long waits to book appointments here

The practice operates with minimal effort. Telephone calls for appointment scheduling involve lengthy wait times. Should you arrive late to your appointment, rescheduling will be delayed considerably, and managing repeat prescriptions becomes your responsibility to chase up.

Appointment delays made my health worse

I have experienced significant difficulties with appointment availability, facing waits exceeding a month between bookings. When I finally secured an appointment, it was subsequently cancelled, resulting in another extended delay before I could reschedule. During this time, my health concern has continued to deteriorate. Additionally, I have encountered repeated issues with my prescriptions, including errors in how they were issued and inaccuracies in my medication records. These ongoing problems have left me concerned about the safety of remaining registered at this practice, particularly regarding how I would be managed if I were to develop an urgent health issue before I am able to transfer to another GP.

Helpful staff who really went the extra mile

Absolutely wonderful experience, with exceptionally helpful and kind service that went the extra mile. I'm very grateful for all the assistance provided. I would happily recommend this practice to everyone!!

Phone queues make appointments impossible to access

I would strongly advise against using this GP surgery. Accessing care is extremely challenging, with lengthy wait times to reach anyone regardless of when you call. When contact is made, interactions with reception staff tend to be dismissive and unhelpful, with appointment requests consistently being declined. I have not been able to secure an appointment through normal channels, regardless of how far in advance I request one. On the single occasion I attended in person for a scheduled review, the waiting area appeared unusually quiet, which raised questions about how the practice operates. The overall experience suggests serious concerns about accessibility and the ability to receive timely care at this location.

Administration system changes made things worse

The administrative processes at this practice have significantly impacted the quality of service received. Recent modifications intended to streamline and organize patient information have not functioned effectively. I have become frustrated with my experience here and am seeking care elsewhere.

Staff weren't welcoming or helpful

Disappointing interactions with team members

Repeated cancellations and poor communication left me frustrated

I have had four appointments scheduled, all of which were rescheduled or cancelled by the practice without prior notification. On one occasion, a clinician failed to process my prescription, leaving me without medication for two weeks. This resulted in significant withdrawal symptoms, and once I received my medication, I had to begin my treatment plan again from the beginning. The same clinician appears to favour a reactive approach to managing infections rather than investigating underlying causes. During the pandemic, the practice requested photographs of medical issues but then stated they were unable to provide a diagnosis based on photographic evidence alone. A member of the reception staff disclosed the nature of my appointment to others in the waiting area in a manner that felt inappropriate. A colleague reported being denied an appointment for a respiratory infection, with the explanation that the practice was only accepting emergency cases such as acute chest pain at that time. Another receptionist informed me that in-person consultations were unavailable. Following a six-month waiting period, I eventually received a telephone consultation during which I was informed of discharge from the practice due to my planned relocation abroad in the coming months. My health concern had deteriorated significantly during this waiting period and has continued to worsen. As a result, I required hospital treatment.

Reception staff went the extra mile

The healthcare provided at this practice is of a high standard, with clinical staff demonstrating thoroughness and compassion, particularly when treating younger patients. The front desk team consistently display courtesy and professionalism, and make genuine efforts to respond positively to patient requests.

Easy to book appointments, helpful reception staff

I have been a patient at this practice for approximately four years. Obtaining appointments is reasonably straightforward, and the front desk team are consistently supportive and friendly. On occasion I have needed to follow up on matters myself, and my interactions with the clinical staff have been variable, though I have not encountered any significant concerns.

Prescription not recorded on system

This practice has not met my expectations, and I am thinking about registering elsewhere. I was given a prescription for medication, but it appears the details were not properly documented in the medical records system. This created difficulties when I needed to obtain a repeat prescription, as the initial supply was not reflected in my file. I found this frustrating and would not recommend this practice based on my experience.

Hard to get appointments when you're unwell

There's little point attempting to book an appointment when unwell, as the practice appears reluctant to see patients unless the situation is deemed urgent. Attending accident and emergency or seeking private medical care may prove more worthwhile. Quite frustrating.

Registration process took weeks for student prescriptions

If your child is beginning their studies at the University at York and manages an ongoing health condition requiring prompt and supportive medical attention, you may wish to consider alternative healthcare providers. My daughter enrolled this term and spent the majority of the semester attempting to complete registration and arrange her repeat medication for a chronic condition. The process took approximately two months to finalise, and when the prescription was eventually processed, it was directed to a pharmacy location that was geographically inconvenient for our family circumstances. For a practice serving a patient population that is predominantly comprised of students taking responsibility for their own healthcare management during this transitional period, the standard of customer service and overall quality of care—both in clinical and emotional support aspects—fell significantly short of acceptable standards.

Long waits and dismissive responses to concerns

This medical practice requires serious improvement due to concerns about patient care standards. There are issues with treatment recommendations that appear unsuitable for certain patients, particularly when individuals have reported adverse reactions and respiratory concerns. The overall service quality is questionable, with only a couple of staff members providing satisfactory care.

Dismissed and not listened to by previous practice

I was deeply disappointed with my experience at this practice. After receiving diagnoses for connective tissue and chronic pain conditions with progressively worsening symptoms, I felt dismissed when told there was little more they could offer, with the suggestion that my concerns were primarily psychological in nature. They indicated they were unwilling to continue supporting me. As I was hesitant about certain medications due to personal tolerance issues and wanted to explore the underlying causes of my health problems, I became increasingly distressed and discouraged. However, my subsequent practice has been remarkably supportive, arranging specialist investigations for additional conditions and referrals to pain management services. They have taken my concerns seriously, and I now feel more hopeful about managing my health effectively. Most importantly, I feel genuinely heard and valued. To anyone feeling hopeless about their healthcare, please persevere and consider seeking a second opinion. Additionally, when I attended with my child presenting with increased thirst, fatigue and weight changes, I felt judged and dismissed as an overanxious parent. The symptoms were subsequently confirmed as a serious metabolic condition requiring immediate treatment. I was even made to feel that I was encouraging my child's reported symptoms during the appointment. This practice's approach left me feeling profoundly let down and disrespected throughout my interactions with them.

Receptionist turned away someone needing help

I would rate this practice much lower if possible. The experience was deeply upsetting, and the person I was with became very distressed. The front desk staff appeared unhelpful and dismissive when assistance was genuinely needed.

Reception staff wouldn't listen to my concerns

The receptionist who answered my call today was unwilling to hear about my recent symptoms and ended the conversation abruptly. I found this experience unhelpful.

Delayed response meant seeking help elsewhere

Called requesting an urgent appointment and received a text message several days later enquiring whether my health issue persisted. This response was not helpful and left me feeling I had no choice but to seek care elsewhere through alternative services.

Reception staff booked phone appointment quickly

As a long-standing patient at this practice, I would like to express my appreciation to the entire team for the excellent support and care I have recently experienced. Beginning with the welcoming and organised reception staff member who arranged a telephone consultation with a clinician, who subsequently contacted me back within half an hour. I was experiencing severe pain and felt immediately reassured by the clinician's attentive approach, who carefully evaluated my situation and promptly liaised with the relevant hospital service to arrange an urgent referral. This resulted in me being seen by a specialist the same day, who demonstrated equal professionalism and compassion in providing treatment that significantly alleviated the distressing pain and discomfort I had been suffering from. Thank you.

Repeat prescriptions made simple and straightforward

I have been attending this practice for approximately a year. I regularly request repeat medications and occasionally need to seek guidance. The process for ordering repeat prescriptions has proven straightforward and user-friendly, and on the occasions I have needed to get in touch with the practice, I have consistently found the reception team, clinical staff and pharmacy support to be approachable, supportive and clear in their communication.