White Rose Surgery

Practice failed to listen when I needed help most

I experienced difficulties with the accuracy of blood test result interpretations, with some results marked as normal that I felt required further attention. On another occasion, when I attended during a period of significant emotional distress and requested additional support, I felt dismissed and was told that no further assistance was available through the NHS. This interaction left me feeling unsupported at a time when I needed help. I was disappointed with how I was treated during this visit and felt the staff member lacked appropriate compassion for my situation. I submitted a formal complaint, but the process felt inadequate as it appeared to be handled internally without proper investigation or resolution. I did not feel my concerns were taken seriously. I also noticed signage discouraging patients from discussing their experiences on social media, which I felt was inappropriate. I believe implementing a more robust and transparent complaints procedure would be beneficial and might reduce the need for patients to seek other avenues to voice their concerns.

Impossible to book appointments by phone

I would give a lower rating if possible. Securing an appointment requires calling at opening time, which involves lengthy waiting periods before being informed that slots are unavailable. Attempting to book at other times for routine matters results in being offered appointments weeks away. It is frustrating that access to timely medical care appears so limited, which raises concerns about the impact on patient outcomes for manageable health issues.

Sent around reception without proper help

Disappointing experience. On each visit, I have been passed between reception staff without clear direction, and I have missed several appointments as a result. The practice has been unwilling to provide additional information when requested, and during consultations, my reported symptoms do not appear to receive adequate attention.

Rushed appointments with minimal discussion offered

A member of the nursing staff here frequently causes delays to appointments and consultations are extremely brief, lasting only around a minute. During these visits, there is minimal discussion or engagement with health concerns, and the focus appears to be on completing the appointment quickly rather than providing thorough care. Having experienced this approach on multiple occasions, the service felt unhelpful and unsatisfactory.

Waiting room warning about negative posts concerning

I felt concerned about the approach this practice takes toward patient feedback. Upon visiting, I noticed a prominent notice in the waiting area discouraging negative social media posts, with the warning that patients could be removed from the practice. This struck me as an attempt to restrict open communication rather than address underlying issues. Based on my experience, I questioned whether the practice might be avoiding accountability for service shortcomings. The emphasis on controlling patient expression rather than responding to concerns seemed unusual compared to other practices I've encountered. I found this approach troubling.

Friendly staff who actually listen to you

All the clinical staff members I have encountered have been very friendly, helpful and attentive to my concerns. I have had particularly positive interactions with certain members of the team. I would recommend this practice to others.

Long journey for a rushed appointment

Made a lengthy journey for an appointment that was over almost immediately. The clinician showed little interest in exploring the situation, appeared to move through the consultation hastily, and quickly issued a prescription without thorough consideration. I have reservations about following the recommendation given the rushed nature of the interaction. The visit felt unproductive overall.

Phone queue left me waiting unheard

It's frustrating that this practice has received numerous low ratings. I waited a considerable time while being first in the phone queue without getting through. I submitted a medication request well ahead of time, but it wasn't ready when expected, leaving me in a difficult situation. The service fell short of what I would have hoped for.

Rude phone staff made me feel unwelcome

I would recommend considering alternative practices. The telephone manner of staff members could be improved, as interactions lack warmth and courtesy. The overall impression given is one of reluctance and disengagement when answering calls.

Reception staff overstepped their authority here

The service fell short of expectations, with administrative staff appearing to overstep their role. A medication prescription was issued at a dosage that seemed miscalculated for the intended duration, and despite raising concerns repeatedly, the issue was not adequately resolved. The experience has prompted consideration of further action through legal consultation.

Felt dismissed during my appointment

The staff members at this practice were among the least courteous I have encountered.

Reception ignored patients and didn't explain delays

I arrived at reception and found myself waiting without acknowledgment from the staff members present for what felt like an extended period. While sitting in the waiting area, I observed other patients approaching the desk to report they had already been waiting over 40 minutes for their appointments, only to be told they were next, before being asked to return to their seats for a further 15 minutes or more. When new patients arrived for scheduled appointments, reception staff did not inform them about the existing delays, which would have given them the opportunity to decide whether to wait, reschedule, or step outside. Instead, they were simply directed to sit down, unaware they were joining a queue that would result in a considerable wait. I also witnessed a situation where a patient requested an earlier appointment slot than the one they had booked. After being told none were available, this patient indicated they would wait by the consulting room door and attempt to be seen briefly before the next scheduled patient, as they only needed a few minutes rather than a full appointment. This request appeared to be accepted without objection. There has been no advance notice given to patients regarding the delays experienced. Following what I observed regarding how certain requests were handled, it appears there would be benefit from additional staff training and clearer management oversight. At the time of writing this, I had been waiting 50 minutes and had not yet been called through.

Phone staff could show more compassion

Unable to secure appointment slots, found the telephone manner unwelcoming and dismissive. It seems incongruous to work in a caring profession while displaying such a lack of empathy towards patients.

Crowded waiting area but helpful vaccination staff

I recently attended for my vaccinations and found the waiting areas to be quite crowded and busy. With so many people in close proximity, it's easy to see how illnesses could spread given the amount of coughing and sneezing present. That said, the clinical staff were excellent and provided great care.

Friendly reception made switching practices easy

I have recently switched to the White Rose practice. The reception staff have been very welcoming and supportive. Following my initial visit, I was extremely satisfied with the standard of care I received.

Booking system requires early morning calls only

The surgery declined to schedule an appointment within the available two-week window, instead directing me to call at opening time each day to secure an earlier slot. Following hospital recommendations to arrange a GP visit promptly, I explained that I have a regular work commitment preventing me from making calls during early morning hours, despite the surgery being open throughout the day. They were unwilling to accommodate this. I found this approach to be deeply unsatisfactory.

Painful extraction with limited facilities available

I felt redirected by the hospital for dental surgery after having my initial extractions there without discomfort. My first appointment at this practice involved a painful extraction, and I was informed that I would need three separate sessions because the facilities did not meet hospital standards. I believe this raises concerns about whether the hospital trust is adequately overseeing and maintaining minimum standards. The leadership of the trust should reflect on their responsibility for this situation.

Felt reassured by the caring approach

Attended for a surgical procedure to remove a benign growth, which was quite substantial in size. I felt anxious beforehand, but the clinical team demonstrated genuine kindness, compassion and provided excellent reassurance throughout. Everything proceeded smoothly, and I now find it amusing how worried I was initially. The resulting scar is lengthy but remarkably inconspicuous, resembling a faint line. I would certainly recommend this service to others.

Staff made me feel genuinely cared for

I attended for a procedure and the staff demonstrated exceptional care and kindness throughout. I had no complaints whatsoever. The nursing team were wonderful, providing reassuring support, and everyone made me feel valued and looked after. I'm very grateful for the compassionate approach shown by all involved.

Inconsistent mask policy at reception desk

When visiting this healthcare facility, I observed inconsistent approaches to mask wearing policies. Upon arrival, no masks were required in the reception area, and during the appointment with the audiologist, masking was not enforced. However, when called through for the appointment, staff requested that masks be worn. When I declined, the staff member explained that some colleagues were absent due to illness. I expressed my view that masks are only necessary in surgical settings and noted that guidance on this matter has evolved. I found the inconsistent application of these policies frustrating and feel the facility should reconsider its approach. I also commented that I have not experienced flu for an extended period and expressed concerns about the management decisions made at organisational level.