Whitby Group Practice

Professional and well-organised from start to finish

A highly commendable healthcare facility. The entire operation, spanning from clerical personnel through to clinical care provision, demonstrates professionalism throughout. This practice serves as a model that other similar establishments could benefit from emulating. I am grateful for the professional standard of care received.

Friendly staff made the visit pleasant

It's always a pleasure to visit when unwell. The team members are consistently friendly, helpful, and efficient, and the pharmacy service is equally pleasant and quick.

Compassionate doctors and efficient dispensary service

Whenever I have attended the practice, the clinical team has consistently demonstrated empathy and kindness. I have made regular use of the on-site pharmacy service, which has consistently proven to be well-organised and prompt in their responses. I appreciate the efforts of the entire team.

Long waits despite arriving on time for appointments

I have never been seen within 15 minutes of my scheduled appointment time, even when I am the first patient of the day. The amount of time spent waiting has consistently exceeded the duration of the actual consultation. However, if I arrive 10 minutes late, I am told that the appointment cannot proceed "because the clinic operates on a strict timetable". This strict timetable does not appear to be applied consistently. In my experience, if an appointment is scheduled for 3:30 and I arrive at 3:25, I am not called until 3:45, yet if I arrive at 3:40, I am informed that I cannot be accommodated as the schedule does not allow for it. The inconsistency in how appointment times are managed has left me questioning the efficiency of the service. I feel that if this practice were required to operate under commercial business standards, the current approach to scheduling and patient flow would not be sustainable.

Long waits for urgent appointments here

Treatment delays represent a significant concern at this practice. There appears to be insufficient prioritisation given to urgent matters.

Reception staff attitude made all the difference

The reception team at the practice is generally very helpful and does their best to find available appointments quickly. However, I had a particularly frustrating experience with one member of the reception staff whose attitude I found unhelpful and dismissive. When I called regarding my young granddaughter who was distressed and unwell, I was told to ring back the following morning rather than being offered assistance. When I called back after a short wait, another receptionist was able to arrange an appointment promptly. The contrast in service between staff members was quite striking, and I felt the initial response fell well short of the standard I've come to expect from the practice.

Easy to book appointments when needed

There have been no difficulties in securing appointment slots. The team members have consistently demonstrated professionalism and approachability.

Couldn't get through on the phone line

I would strongly advise against choosing this practice. The service and clinical care provided fell significantly short of expectations. There appear to be ongoing concerns regarding diagnostic accuracy and treatment delays, which are serious issues. Administrative processes, including prescription handling, also seemed inefficient and problematic. This practice has a reputation for poor performance in the region. I would recommend exploring alternative healthcare providers.

Helpful staff made booking appointments easy

I can genuinely say that whenever I contact the practice to arrange an appointment for my family member or myself, the team members are consistently helpful, welcoming and accommodating. I have consistently received respectful treatment. The clinician is remarkably patient and compassionate and demonstrates genuine concern for their patients. Thank you to the entire team for your support.

Referral arranged quickly and felt heard

Since my last visit, I have received improved care and have been referred to a specialist at the hospital. The clinician was excellent and is arranging for me to have a scan.

Receptionists dismissive and doctors hard to reach

The service fell well short of expectations. The reception staff appeared dismissive and unwilling to consider alternative perspectives, displaying an abrupt manner and lacking in compassion. The clinical staff proved difficult to access, and there were concerns about inconsistencies in communication during consultations, with initial statements seeming to contradict later explanations once test results were available. The overall experience felt patronising and has left me dissatisfied with my choice of practice, prompting me to seek care elsewhere.

Helpful doctors who really listen

The majority of the clinical staff at this practice are of a high standard. Many of them consistently demonstrate exceptional commitment to patient care. I have only positive feedback to share.

Cancelled appointment but wouldn't reschedule late arrival

This surgery has significant issues. My partner arrived five minutes late to her appointment and was turned away, being told she would need to reschedule. However, on the same day, her scheduled face-to-face appointment was converted to a telephone consultation because a staff member became unwell and left early. The call still hasn't come through as of late afternoon. The inconsistency in how situations are handled and the overall service delivery feel unprofessional and disappointing.

Friendly reception made the visit pleasant

The team here was exceptionally welcoming and approachable.

Hard to book appointments through reception

It is quite challenging to secure an appointment at this practice. The reception team is difficult to reach by telephone, and bookings are only available for the following week. I experienced considerable difficulty getting through over an extended period.

Still finding its feet after the pandemic

The practice appears to be functioning adequately, though it continues to work through the effects of pandemic-related disruptions.

Supportive practice helped through difficult times

Hi all Would just like to say what a great practice and team the help and support I have received has been amazing through my difficult times over the last few years and to thank you all. I am sad to have had to leave as it has been a very professional, friendly and caring practice. Take care

Friendly reception made the visit pleasant

Excellent

Fancy surgery but tricky phone lines

The surgery is quite upmarket, certainly the most elegant one I've attended. However, it can be challenging to reach when the phone lines are busy since there's no queuing system and it becomes a matter of trial and error knowing when to try calling again. The clinician who treated me was absolutely lovely though! :)

Reception staff could be more respectful

I would appreciate it if the reception staff demonstrated professionalism and helpfulness while communicating in a respectful manner without using condescending language.