Wibsey & Queensbury Medical Centre

Impossible to reach by phone for weeks

I have been attempting to secure an appointment for the past three weeks by calling the surgery each morning starting at 8 am. On most occasions, I either receive a message indicating they cannot accept my call or find myself waiting in a queue. This morning proved particularly frustrating, with multiple failed attempts to reach someone. After reaching a certain position in the queue, my call disconnected. When I tried again, the same issue occurred. On my third attempt, I finally spoke with someone, only to be told that no appointments were available. When I mentioned the difficulties I had experienced in getting through, I was informed that the inability to accept calls should not have occurred and that appointments had been available earlier in the morning. I found this response unhelpful given the circumstances. I have sent an email to the surgery regarding this matter, though I am not optimistic about receiving a response.

Impossible to reach by phone

It is extremely difficult to reach this practice by telephone.

Long phone waits and no available appointments

Disappointing experience at this practice. Called at 8am and waited on hold for 30 minutes only to be informed that all available appointments were fully booked. Very frustrating.

Struggled to get an appointment with anyone

Provide Me A Physician Provide me a physician round and stout, Compact in frame with a sturdy bout, A rotund figure with a soothing touch Who'll never insist on asking too much That I surrender all my indulgences Nor display disapproval in emergencies, But with a glimmer of warmth in his gaze Will inform me straightforwardly of my days.

Impossible to reach by phone for appointments

I would not recommend this practice. The telephone lines are extremely difficult to reach, requiring numerous attempts to connect during morning appointment booking times. When contact is finally established, staff indicate that available appointments are fully booked. Accessing services appears to require persistent calling or arriving in person early in the morning, which is inconvenient and time-consuming for patients.

Reception staff dismissive of elderly patient's hearing needs

I was very upset to learn that my elderly mother had a distressing experience at the surgery. She returned home upset following her visit, and I felt concerned about how she was treated during her appointment. I believe the receptionist's manner towards her was dismissive and lacked compassion, particularly given her communication needs. She did not feel she was treated with the dignity and respect that should be afforded to all patients.

Staff handled difficult situations with professionalism

I believe it is unfortunate when people direct their frustrations toward the staff members employed at this practice. I have only positive things to say about the reception team and their efforts. I would encourage them to continue their excellent work despite the challenging circumstances facing the health service.

Repeat prescriptions consistently delayed and frustrating

I have been requesting refills for my ongoing prescriptions, but they consistently fail to be processed. Many of my medications are ones that I need to continue taking without interruption.

Frustrated by lack of doctor availability at surgery

My spouse has been dealing with elevated blood pressure for more than a year and continues to seek answers regarding the underlying cause (he maintains a healthy weight and exercises regularly). He was recently informed that he cannot be seen by a doctor at the local surgery as the medical staff have relocated to another location. When asked about when replacement medical staff might be available, the nursing team was uncertain. This situation feels deeply frustrating and concerning. It's understandable why people express concerns about the state of healthcare services. In circumstances like these, individuals sometimes feel they have limited options other than attending emergency services.

Receptionist explanations instead of proper consultations

I have been a patient at this practice for quite some time, but I have noticed a significant decline in the quality of care recently. The level of attention given to patients appears to have diminished considerably, with many queries being redirected to reception staff rather than being addressed by clinical professionals. I experienced what I felt was an inaccurate assessment of a significant health concern, along with several other issues, which ultimately led me to seek care elsewhere.

Reception staff made booking straightforward and stress-free

I'm not someone who typically visits the doctor's surgery, as I tend to delay appointments and struggle to find the time. However, over the past couple of months, I've needed to attend for various reasons. I cannot express enough gratitude to the entire team at the practice. The receptionist showed remarkable patience and helpfulness throughout my visits. The nursing staff were lovely and provided excellent care. The doctors I saw were absolutely wonderful, and the advanced nurse practitioner was equally impressive. I genuinely cannot fault the service provided. Thank you to everyone involved in my care.

Couldn't book an appointment for a week ahead

I recently tried to book an appointment with a doctor on behalf of my partner and was informed that this is no longer an option. I'm concerned about how patients can access medical care when they're unwell if appointments cannot be scheduled in advance. This seems like an impractical situation.

Impossible to reach by phone for days

The telephone lines are consistently busy for extended periods, and I have been unable to reach anyone despite attempting contact over several days. If the practice is experiencing high call volumes, it would be beneficial to consider opening additional phone lines to ensure continuous accessibility. There are occasions when urgent matters need prompt attention, yet the responsiveness from staff appears lacking. Overall, I am dissatisfied with the level of service provided.

Impossible to get an appointment when you need one

I have been a patient at this practice for many years and have faced significant health challenges during that time. Accessing appointments has consistently been difficult, whether through phone or online booking, and the situation appears to have worsened considerably. There are currently no available slots for the foreseeable future, which leaves patients in a difficult position when seeking medical support. This lack of availability is deeply frustrating.

Phone staff couldn't explain prescription requirements clearly

The staff appeared to lack the necessary knowledge and professionalism. The service felt uncaring and dismissive. My husband has not previously had chickenpox, and our daughter currently has it. I attempted to obtain preventative medication from the pharmacy to protect my husband, but was informed a prescription would be required. When I contacted the practice by phone, I was told that neither medications nor vaccinations for this condition are available through the service and would need to be purchased privately. I found it frustrating that I was unable to obtain medications that are only available by prescription through standard channels.

Impossible to reach reception by phone or email

I recently became a patient at this practice and have encountered significant difficulties attempting to schedule an appointment. Over a four-day period, I have been unable to reach the reception team through telephone calls or other communication channels. I have attempted to contact them at various times throughout the day and have spent considerable time waiting on hold. During one call, the line was disconnected shortly after being answered. While I recognise that service disruptions are occurring during the current circumstances, this represents the most challenging experience I have had accessing healthcare services. I submitted a formal complaint via email to the practice but have not received any acknowledgement or response. My previous healthcare provider maintained better accessibility and responsiveness, even when wait times were necessary. I acknowledge that these are challenging times for all services. However, I believe the practice has a responsibility to maintain an acceptable standard of service and patient accessibility. In my view, the current level of communication and appointment availability falls short of what patients should reasonably expect to receive.

Impossible to reach GP through constantly busy phone lines

Extremely disappointing experience with this medical practice. Since the pandemic, I have found it nearly impossible to secure an appointment with a GP. The telephone lines remain constantly engaged throughout the day, which raises questions about patient access and appointment availability. Attempting to contact the practice by phone feels futile at this point, leaving me to rely on online searches for symptom information. However, this approach has limitations, particularly when certain medications require a prescription that only a healthcare professional can issue. It would be beneficial if pharmacists had greater authority to dispense treatments, allowing patients more autonomy in managing their own care. In my recent situation, I was unable to obtain antibiotics from the pharmacy and had to manage my condition using alternative home-based remedies instead.

Impossible to get through on the phone

Extremely poor service experience. I attempted to schedule an appointment by telephone but encountered persistent difficulties over several days, with the line remaining constantly unavailable. Even after mid-morning, the phone line remained engaged throughout. It appears the telephone system may not be functioning properly. The appointment booking process has proven to be exceptionally frustrating and challenging.

Staff were helpful despite phone difficulties

I understand that reaching the practice by telephone can occasionally be challenging. However, the clinical staff and reception team have consistently provided me with excellent service.

Couldn't get through on the phone line

The phone service at this practice is disappointing and difficult to access.