Wibsey & Queensbury Medical Centre

Couldn't reach the practice by phone

I have been unable to reach the practice by telephone over a three-day period.

Doctors thorough but reception staff could improve

Some of the staff members could be more helpful, but I've consistently had positive experiences with the clinical team. In particular, one clinician stood out for being very thorough and patient with me. I'm very grateful for their assistance.

Dismissed my symptoms without proper investigation

Unhelpful experience overall. After three years of experiencing ongoing symptoms, I have not received any meaningful assistance. Very disappointing.

Prescription delays led to hospital admission

This medical practice provided disappointing service. There was a significant delay in processing my prescription request, which resulted in me requiring hospital admission for an extended stay. The level of care and responsiveness fell well short of expectations.

Long waits and cancelled appointments left us frustrated

I have had a very disappointing experience with this practice. Both the clinical and administrative staff have fallen short of expectations. The appointment scheduling has been problematic, with multiple cancellations affecting my family's care. I have been waiting considerably longer than expected for test results relating to a family member who is experiencing discomfort, and this delay is concerning. On attending for an appointment, we experienced a substantial wait of over ninety minutes without being seen, as the clinician was unavailable due to prior commitments that overran. The reception team did not proactively communicate about these delays or offer to reschedule, which I found frustrating and unhelpful. I feel the service fell well below acceptable standards and intend to escalate my concerns formally.

Nice people who really listen

The team demonstrates dedication and commitment. The staff members are pleasant and approachable.

Cramped waiting area but understanding during disruption

The practice felt somewhat disorganised during the pandemic period, with limited waiting space available. Capacity was restricted to one person at a time in the waiting area. Things should hopefully improve as circumstances normalise.

Reception staff weren't helpful when son visited

My child was experiencing significant discomfort recently. Rather than calling ahead, they attended the practice in person hoping to be seen. Unfortunately, the approach taken by the reception team that day fell short of what would be considered helpful or supportive.

Reception staff made me feel welcome

The front desk team are excellent, and the clinical staff are equally impressive.

Couldn't get through after multiple call attempts

I have never experienced such poor accessibility at a medical practice. I attempted numerous calls this morning in an effort to secure an appointment, and despite visiting the surgery in person, I was unable to obtain one. I had to take time off work as a result. This was an extremely disappointing service.

Couldn't get through on the phone line

I have made numerous attempts to contact the practice to arrange an appointment without success. The phone lines appear consistently busy, which has left me considering whether I should seek care elsewhere at a practice that is more accessible by telephone.

Staff made me feel genuinely welcomed

I have had a consistently positive experience with the practice over an extended period, and the team has maintained high standards throughout my time as a patient.

Phone lines constantly busy at opening time

The appointment booking system has been frustrating to navigate. I have spent the past week attempting to contact the practice, consistently calling from around 8am onwards with numerous attempts each morning, but the lines remain busy. I find it difficult to reach anyone to schedule an appointment or lodge a complaint about the accessibility issues I am experiencing with the phone system.

Politeness makes all the difference here

Excellent medical professionals and I've always had positive interactions with the front desk staff. I've found that treating people with courtesy tends to result in courteous treatment in return.

Waiting room too cramped for disabled patients

The car park situation is problematic with limited spaces shared with nearby businesses. I have mobility difficulties and struggle to stand for extended periods, yet the waiting area only accommodates a few people seated while booking appointments. It seems unclear why the surgery couldn't implement a ticketing system to manage the queue more effectively. Despite these facility issues, the practice itself is reasonably good and would benefit from some operational improvements.

Getting an appointment here requires calling at 8am

I registered with this practice twice, first time was approximately seven years ago and they provided excellent care... Since relocating back to the area and re-registering, I have found it quite challenging to secure an appointment. There are no advance booking options available and I was advised to telephone at 8am, which is the only time slots are allocated for the remainder of the day. When I mentioned I was unable to call at that time, I was told this was the sole option available... I recall being able to call at alternative times previously. The practices I used in my previous location made it straightforward to book appointments in advance and on the same day, and they also offered digital applications to facilitate this process...

Couldn't book an appointment by phone

It was frustrating to find that early morning appointments were not available, and when I called back later in the day to try to book, I was informed that appointments could not be made at that time either. The call was ended without further assistance.

Helpful receptionist, but concerning prescribing practices

Overall good practice with some excellent clinicians who listen attentively and demonstrate genuine care for their patients. However, I had a concerning experience with another clinician regarding a prescription for iron supplements, where I felt the dosage recommendation of three times daily was excessive for my needs. I was disappointed by this approach and felt it posed an unnecessary risk, which has left me questioning whether this clinician's prescribing practices are appropriate for patient safety.

Difficult phone access and unresolved complaints process

This practice experiences common difficulties found at similar surgeries, such as challenging telephone access where lines are frequently engaged. When contact is eventually made, callers may encounter an abrupt manner with repetitive messaging about availability constraints. After persistent attempts and worsening symptoms, patients may be directed to call at alternative times, though even then appointments are often described as unavailable except for urgent cases, despite apparent availability in the schedule. Following eventual appointment confirmation and arrival on time, extended waiting periods are typical, with reception areas sometimes appearing unstaffed and response times to requests being notably slow. These patterns appear consistent across multiple surgeries in the local area. The primary concern prompting this low rating relates to clinical care quality and the complaints handling process. The practice website indicates complaints should be raised directly with management, however staff typically redirect patients to submit written complaints instead. No response has been received to a complaint submitted in early 2018. This protracted process limits patients' opportunity to escalate concerns to regulatory bodies. A pattern of attributing issues to external factors such as system outages appears evident, though management appears readily available when practice systems are affected. During two separate consultations with one particular clinician, concerning experiences occurred. In the first instance, a family member was assessed and told their presentation was unremarkable for their condition, yet subsequently required emergency hospital care for serious symptoms that were later confirmed as abnormal. The clinician later contacted regarding this outcome, raising questions about appropriate information handling procedures. In a subsequent consultation with the same clinician, a prescribed medication caused significant adverse effects despite documented allergies in medical records. When symptoms developed, the clinician dismissed concerns as normal and encouraged continuation of the same medication. When side effects were mentioned, the clinician displayed alternative options without addressing the underlying issue or reviewing the patient's history. In summary, there appear to be concerns regarding thoroughness in reviewing patient records and medication details before prescribing, alongside dismissal of reported adverse effects. Changing practices locally is difficult, so alternative arrangements are now requested for future appointments.

Reception staff were dismissive of my complaint

I am leaving one star as no lower rating is available. I had a deeply negative experience with the practice involving multiple staff members and what I perceive to be serious breaches of professional conduct and confidentiality. My issue began when I required assistance obtaining a prescription while away from home. I was informed by NHS Direct that having my prescription sent to a local pharmacy would be acceptable. However, I felt that information was withheld from me during this process. When I attempted to lodge a formal complaint about this experience, the practice manager declined to accept it. I was told the practice manager was at an alternative surgery location that day, though when I contacted that location, the receptionist questioned how I knew this information, which seemed inconsistent with what I had been told moments earlier. During a subsequent phone conversation, the practice manager stated that staff had been discussing my situation with her, which I found to be a serious breach of patient confidentiality. The conversation became heated, with the practice manager raising her voice significantly. I was told that even if I submitted a complaint, nothing would be done as complaints are handled internally. When I questioned why I was being spoken to in this manner, the response was dismissive. I subsequently received a letter from a clinician that I found deeply insulting and inaccurate. The letter suggested I had created the situation rather than paying a fee, which I found to be an unfair and hurtful presumption given my employment history and consistent payment of prescriptions. The letter also referenced observations I believe to be factually incorrect regarding where staff were positioned and what they witnessed. Several months later, I discovered that one staff member had attempted to contact me through a social media platform, which I found inappropriate and concerning. Throughout this experience, I felt that staff were not acting professionally, that my confidentiality was not respected, and that complaints were not being handled appropriately. I am concerned about how vulnerable patients might be affected by such conduct and believe this matter warrants further investigation.