Whitby Group Practice

Appointment booking system feels unnecessarily restrictive

In the past, it was possible to call daily at 8am to secure an appointment. The system then shifted to an online booking method, which initially seemed like a positive development offering convenient access to available slots. However, the current arrangement now restricts phone bookings to Thursday mornings at 8am for appointments within a two-week timeframe. This feels like a significant step backwards in terms of accessibility and convenience.

Dispensary staff were dismissive and unhelpful

The dispensary staff demonstrated a lack of attentiveness and professionalism during my interactions with them.

Reception staff remembered my scheduling preferences

I've had a really positive experience at this general practice: The reception team are always helpful and welcoming. A special mention to a member of the reception staff, who was incredibly thoughtful when scheduling my appointments around my availability. I was especially impressed that they remembered my preferences at my next visit, it really made me feel valued as a patient. The clinician I saw was very professional and took the time to listen carefully to all of my concerns. They explained everything clearly, offered different options, and never dismissed any of the issues I raised. I felt genuinely heard and supported. A clinical staff member was extremely knowledgeable and professional throughout. I'd also like to give a special mention to another team member, who was a wonderful and reassuring presence during my appointment. Overall, a fantastic team who provide excellent care. Thank you all!

Consistently good service every visit

No healthcare professional is perfect, but I've consistently received excellent service on every visit so far.

Appointment ran on time and felt heard

Outstandingly amazing GP practice. Seen on time. The clinician was fantastic. Super knowledgeable, friendly and engaging. I cannot recommend this practice highly enough.

Reception team made me feel genuinely valued

This practice has consistently provided excellent care and I consider it a fantastic facility. I'm puzzled by some of the negative feedback that appears elsewhere. It's worth remembering that healthcare providers across the board operate with limited resources, and staff members are exposed to various illnesses that patients bring through the doors. I believe we should all feel genuinely thankful for the NHS and the dedication shown despite the challenges of understaffing and occupational health risks. The team deserves recognition and appreciation rather than criticism.

Reception dismissive about mental health support needs

I have found this surgery to be unhelpful and feel they are reluctant to provide appropriate medication support for mental health concerns. I worry that their lack of action may have serious consequences in the future, but unfortunately the patient may not be around to see it because they have not done enough to help those with mental health difficulties live a normal and peaceful life. It appears they would prefer patients to struggle alone rather than receive proper medication support. They have also told me that certain medications cannot be prescribed, which I believe to be inaccurate as I am aware of the same medications being prescribed at this location by other practitioners. I feel they are being dishonest because they do not want patients to achieve a peaceful and happy life. If you have mental health concerns, I would caution against using this practice as I find their approach to mental health support to be inadequate.

Resolved issues only on their own timeline

I have awarded 1 star simply because the resolution to my issue proceeded at a pace that did not align with my needs. Following a phone appointment on Friday I was prescribed two new medications which I was informed would be sent to my nominated pharmacy. However when I attended to collect them on Friday afternoon I was told only one item had been dispensed. I had to wait until Monday morning to discover the other item had been sent to an incorrect location in error. There appeared to be no urgency in rectifying this matter, and instead I was required to follow standard procedures. Additionally I was asked to contact the organisation where the item had been sent in order to resolve the situation myself. I would encourage the practice to review what occurred, learn from the error, and implement measures to prevent similar issues happening in future. In my view the practice operates primarily according to its own established systems and processes, which appear to prioritise operational convenience over patient experience.

Chronic staffing shortages make appointments impossible

This surgery feels poorly managed, with frequent occasions when staffing levels appear inadequate and patients struggle to secure appointments in a reasonable timeframe. There have been instances where multiple clinicians seemed unavailable simultaneously, creating significant access issues. It would be beneficial if the practice underwent a formal review to assess current operations and identify areas for improvement, as it appears some time has passed since the last comprehensive evaluation. Patient feedback and formal complaints may be necessary to drive positive changes in service delivery.

Reception questioning blocked access to doctors

We rarely visit the doctor, but circumstances required us to attend over the past six months. When my daughter needed to be seen, she was assessed by a nurse practitioner rather than a doctor, and she felt unsupported and received little reassurance. Following this experience, my daughter has stated she is unwilling to return for future appointments. When I sought an appointment for myself, after being questioned and NHS guidelines being reviewed, I was directed to see a pharmacist instead. I subsequently attended an accident and emergency department where the clinician indicated that my GP practice should have provided me with a doctor's appointment. Most recently, my husband experienced severe neck pain from a trapped nerve but was unable to secure a doctor's appointment. Overall, we feel the practice has not provided the level of care we would have expected from a healthcare provider.

System too complicated for ordering prescriptions

The appointment booking system appears unnecessarily complicated and difficult for older patients to navigate, and those responsible for maintaining records do not seem to be fulfilling their responsibilities adequately. Additionally, medications prescribed for a respiratory infection failed to reach the designated pharmacy as planned. This issue became apparent on a Friday, resulting in a delay of several days before the medication could be obtained on the following Tuesday. When I eventually accessed my medical records through the online portal, I noticed that a key medication for managing my blood pressure was absent from the list, despite having attended a specific appointment approximately five weeks prior for blood pressure monitoring and assessment. As a result, I am now unable to request this medication through the usual channels. Given that the pharmacy service no longer manages patient requests directly and reception staff appear uncertain about the appropriate procedure, it seems that the overall standard of patient care has become disorganised and poorly coordinated. The use of discouraging messages in automated communications to discourage feedback from dissatisfied patients is unhelpful and unconvincing.

Surgery failed to stock medication for scheduled appointment

I attended an appointment in autumn for my contraceptive injection after being told I could no longer self-administer it at home following a house move, and that I would need to receive it at the surgery instead. When I arrived for the appointment, the medication was not in stock, despite this being the scheduled date for administration. I later discovered that other patients at the same practice are permitted to self-administer, which meant a prescription could have been issued instead of requiring an in-person visit. Additionally, the prescription that was eventually issued was sent to a clinician who was not working that day, which would have prevented me from collecting it regardless. Upon checking with the pharmacy, the medication is not currently available and will take several days to obtain. As my only day off work falls on this week, the timing has been particularly problematic. My experience with the practice staff has left me feeling let down and distrustful of the service, though I found the pharmacy team to be genuinely supportive. Overall, I feel my time has been wasted due to what appears to be poor coordination and an inability to manage the process effectively from my initial enquiry through to my appointment.

Long wait times for urgent pain relief

I was disappointed with the appointment availability when I needed urgent care. Following a serious incident, I experienced significant pain but faced a considerable wait for my first available appointment.

Urgent appointments delayed despite pharmacy excellence

I generally have positive experiences here, but I've noticed that even as a younger patient, urgent matters often aren't addressed promptly. For instance, I was advised by the hospital to see the respiratory specialist quickly, yet my appointment was scheduled three weeks away. This suggests either a systemic issue with how things are organised or insufficient resources to meet demand—likely both factors are at play. As a result, I've decided to register elsewhere. That said, the pharmacy team really do provide excellent service.

Practice removed daughter without explanation

This practice has been extremely disappointing. My daughter had been a patient here for several years, but is no longer registered with the surgery. The level of service has been concerning, and I feel she has not received appropriate care and attention. I would question whether this practice meets the standards expected. I would recommend keeping records of your interactions with the practice to protect yourself.

Technology failure left me without an apology

I would suggest considering an alternative practice. I have been a patient at this surgery for over ten years, and the standard of care has progressively declined. I had a disappointing experience recently where a technical issue resulted in me waiting significantly longer than expected for an appointment that ultimately did not take place. I understand the NHS faces considerable pressures and therefore accept the limitations of the facilities and the lengthy waiting times to see unfamiliar clinicians, but the practice should handle their own errors more thoughtfully. I felt accused of not having properly checked in, and no meaningful explanation or acknowledgement of the inconvenience was offered. As a working parent with significant commitments, attending the appointment required considerable effort to arrange, and being asked to simply rebook is not a straightforward solution. I intend to lodge a formal complaint and am actively seeking to transfer my family's care to another surgery.

Checked in on screen but marked as didn't attend

My partner checked in using the automated system for her morning appointment. After waiting approximately 40 minutes, she enquired at reception about the delay and was informed that she had been marked as not attending. She felt the receptionist's response was dismissive, made in front of other patients in the waiting area. The receptionist suggested she would contact the nursing team to see if an appointment could be arranged. When my partner returned to the desk after a further 15 minutes, she was told that no appointment slot was available. My partner felt frustrated that she had not been proactively informed of this situation rather than being left waiting. Given the pressures on the NHS, my partner found it particularly disappointing to attend on time, wait for over an hour, and leave without receiving care. She felt the practice should improve its fundamental processes and procedures. My partner's overall experience with the reception team fell short of her expectations.

Struggled to get face-to-face appointments here

With extensive background in medical services, I found the standard of care at this practice to be disappointing. I have rarely managed to secure an appointment with a clinician.

Doctors don't seem to know my history

I have consistently had negative experiences at this practice. On nearly every visit, I feel the diagnosis provided has not been accurate. The staff have made it challenging for me to continue with medication I have relied on for a considerable time, which seems to be due to their preference against it. The clinicians do not appear familiar with my medical background and seem disinterested in understanding it. I am uncertain whether this is specific to this practice or a broader issue across general practices, but overall the care has been disappointing.

Helpful staff who listen to your concerns

The practice consistently makes an effort to assist with whatever concerns you bring to them.