York Medical Group at Acomb

Long wait for dismissive phone advice

There was a significant delay of several months before receiving a response. The only communication provided was a brief telephone discussion, during which I was advised that the affected joint was satisfactory and to allow it time to heal. This represented the extent of my contact with the practice. Subsequently, the issue required a surgical intervention just a few months after that call, followed by an extended period of rehabilitation therapy.

Website ordering system made things harder

I have been a patient at this practice for many years, since its previous location, but I have found the recent service to be disappointing. The practice previously offered an efficient automated system which has now been discontinued, and as someone with mobility limitations, I struggle to navigate their website to order necessary medical supplies in a timely manner. I have also attempted to contact the practice recently but was unable to reach anyone after an extended wait on the telephone.

Couldn't get through on the phone line

Unworthy of even a single star. The service quality and attention to detail were deeply disappointing. This practice is not meeting the standards expected of a healthcare provider.

Staff were genuinely kind and attentive throughout

I would just like to express how wonderful all the team members have been in caring for my mother over the past week, thank you so much, particularly the nursing staff and reception team 👍

Long wait followed by dismissive phone handling

The receptionist who answered my call was dismissive and appeared to find my concerns amusing rather than taking them seriously. After waiting on hold for an extended period, I felt the interaction was unhelpful and left me frustrated. Fortunately, when I contacted the practice again, I spoke with someone who handled my query in a more professional manner.

Phone receptionist seemed distracted and unhelpful

I called the practice as instructed following my visit. The receptionist who answered appeared disengaged during our conversation and seemed to be attending to another matter at the same time. Their manner came across as quite discourteous.

Friendly staff made me feel welcome

This is an excellent medical practice with a welcoming atmosphere and courteous team members across all departments.

Got me urgent hospital care when needed most

I have been a patient at this practice for approximately 19 years following a house move. Over the past year, while experiencing significant health challenges, I have received excellent care following an initial minor issue. The primary clinician involved in my treatment has been particularly supportive. Additionally, after being discharged from a hospital accident and emergency department without receiving treatment for my condition, this practice arranged a same-day appointment for me and facilitated my admission to hospital within an hour for emergency surgery relating to a serious health matter.

Friendly reception and spotless waiting area

Hygienic and inviting

Friendly staff made the jabs quick and easy

I recently attended a local clinic for routine vaccinations. The experience was excellent throughout. The team demonstrated friendliness, helpfulness, and reassurance, while managing the appointment with efficiency and clear knowledge. Parking nearby was straightforward, and the entire visit was completed swiftly, taking less than ten minutes from arrival to departure. I was very satisfied with the service received.

Best practice in York

Outstanding in the York area

Phone lines impossible to reach, prescription left incomplete

I am continually disappointed with the level of customer service at this medical practice. Following numerous previous issues, I feel compelled to express my concerns; I collected a repeat prescription today only to discover that one of my medications was not included. Upon further enquiry, I learned that this medication was due for a review some time ago. There was no prior communication from the practice regarding this review – the medication was simply discontinued without notice. Now I must contact the practice, which presents its own challenges. Based on past experience, reaching the practice by phone proves extremely difficult, and the online appointment system is unintuitive and cumbersome, making it nearly impossible to book appointments directly. A similar situation occurred previously when a vital medication I depend on was withheld pending review. Despite visiting the practice in person after an extended wait and travelling a considerable distance, I was instructed to use the online system instead. Only after I refused to leave was an appointment arranged. This appointment was subsequently cancelled. This experience has been deeply frustrating.

Online booking system needs serious improvement

The team members are excellent. However, the online appointment booking system is extremely poor. Waiting times for appointments extend beyond six weeks, which is frustrating.

Dismissed concerns, referred to pharmacy instead

It appears that reviews may not be reviewed by the practice. I have had to resort to using alternative services to obtain an appointment, as my relative was redirected to a pharmacy following a consultation about respiratory symptoms and sleep difficulties. Given their age, I feel the level of personalised care provided fell short of expectations.

Long delays creating prescription templates caused problems

A deeply frustrating experience with healthcare provision. There was a significant delay of over two weeks in processing a medication template following a hospital specialist's communication regarding a treatment adjustment. This resulted in a gap in my medication supply during a holiday period, necessitating contact with out-of-hours services and an emergency consultation to obtain a prescription. Subsequently, when the template was eventually processed, an error occurred in the medication issued to the pharmacy, which again put my supply at risk. I am considering escalating this matter through formal complaints procedures.

Impossible to reach anyone or book appointments

I found the experience at this practice to be deeply frustrating and disappointing. I struggled to secure an appointment, connect with clinical staff, or reach anyone who could assist me. It's difficult to understand how adequate care is being delivered under these circumstances. The accessibility challenges seem disproportionate compared to other services that have resumed normal operations. I feel that patients who contribute through national insurance are not receiving the level of support they should reasonably expect, and this situation appears both unexplained and unjustifiable. In my view, the standard of service falls significantly short of what constitutes proper care. I would have appreciated clarity on how to escalate concerns formally. I would caution others considering this practice, though I acknowledge that alternatives may face similar difficulties. This represents a regrettable state of affairs for healthcare provision.

Long phone waits make appointments difficult

The telephone lines are difficult to reach. Even when calling early, wait times are extremely lengthy. The service experience has been disappointing.

Booking system makes patients feel ignored

The appointment scheduling system at this practice is frustrating and appears to prioritize staff convenience over patient needs. The process feels inefficient and seems designed to reduce the workload on clinical staff rather than serve patients effectively. This experience reinforces concerns about how privatized healthcare models may fall short of patient-centered care standards.

Reception staff helped me feel safe enough to book

I have significant anxiety around medical appointments and I finally made the decision to call today after putting it off for quite some time. The receptionist who assisted me was remarkably understanding and compassionate—far more than I can adequately express. This person genuinely listened to my concerns and invested time in helping me feel at ease about scheduling an appointment. Their patience and reassurance were instrumental in giving me the confidence to take this step, something I had been hesitant about for a considerable period. I am truly grateful for the support they provided and the way they made me feel safe throughout the conversation. Thank you very much.

Friendly staff member sorted everything quickly

I would like to express my gratitude to the staff member who assisted me. I have attended the practice on two occasions over the past few months, and on both visits I was seen by the same healthcare professional. They were extremely approachable, supportive, and efficiently addressed all of my concerns and requirements.