York Medical Group at Acomb

Practice seems focused on privatisation over NHS care

I have serious concerns that the leadership of this medical practice may be working towards commercialising this NHS service.

Helpful reception staff made booking straightforward

I received outstanding care and support through the NHS service.

Long wait times and poor phone communication

I waited approximately an hour before being called, though there was some confusion about the number announced. I have been attempting to arrange an appointment for a family member since October, and this ongoing delay is very frustrating. The situation needs to be addressed, as I am extremely disappointed with the service.

Phone queue left me frustrated and upset

There appears to be a significant disconnect between the practice's stated expectations and the actual experience of contacting them. The answerphone warning about patience seems ironic given that interactions often leave patients feeling frustrated by the end of the call. Reaching someone to discuss health concerns proves extremely difficult, and by the time contact is made, many patients have either abandoned their attempts or resolved matters independently. The overall approach to patient communication would benefit from improvement. The service provided does not meet expectations.

Online booking made appointments straightforward

I prefer not to book appointments by telephone, as I find the online form to be a more efficient approach. Once I submit the form, I receive an appointment allocation if needed. On the occasions I've attended in person, the experience has been excellent. I was referred to a specialist service, and the referral was prioritised, which led to a diagnosis that has positively impacted my wellbeing. I'm very satisfied with the care I've received and have no plans to switch practices. The clinical staff member I saw demonstrated strong professional skills and attentiveness.

Long waits on the phone line

Disappointing experience. The practice would benefit from improved systems to manage waiting times and appointment availability.

Helpful doctors who really listened to me

I have had a very positive experience at this practice, particularly at the Acomb location. I have attended several in-person appointments with different clinicians to address various health concerns, and each visit has been characterised by professionalism, kindness, and thorough investigation of my issues. Although I recognise that digital consultations may not suit everyone, I have found the online appointment system to be highly effective and extremely convenient for my needs.

Refused home visit for elderly patient

Absolutely disappointing. I attempted to obtain assistance for an elderly patient with a viral skin condition, and I was shocked by what I perceived as a lack of compassion from the clinician. They declined to conduct a home visit despite the patient's mobility limitations making it impractical to attend the surgery for the appointment they offered, which was scheduled several days away. I did feel that the reception staff were genuinely making efforts to be helpful throughout the process.

Reception staff were dismissive and unhelpful

The receptionist was unhelpful and the service was disappointing.

Quick online symptom check and prescription

I submitted my symptoms through the online system and received a prompt call from a clinician shortly afterwards. I was able to collect my prescribed medication within a short timeframe. I was extremely satisfied with how efficiently the service was delivered. Much appreciated.

Receptionist diagnoses patients over the phone

Extremely disappointing medical practice. The reception staff attempt to provide medical assessments during telephone calls. The appointment waiting times are unacceptable and have been problematic for an extended period, not just recently. Getting through to make an appointment is remarkably difficult. The practice deserves a lower rating than the system allows. Other reviews reflect similar concerns.

Long wait for results appointment discussion

After receiving blood test results indicating an elevated reading, I was instructed to schedule an appointment via the practice website. However, I was informed that the waiting time could be between 10 to 14 days. This left me in a state of uncertainty, unable to see a healthcare professional promptly to discuss the findings and determine what steps should be taken next.

Phone lines constantly busy, appointments hard to access

I have been a patient at this practice for several years and continue attending mainly due to accessibility constraints. Over the past five months, I have been dealing with persistent discomfort and have consulted with multiple clinicians. During these consultations, I felt that my symptoms were not taken seriously, with one clinician suggesting my pain might not be genuine. When I recently requested an urgent appointment, I was informed that this would not be possible and that a clinician would contact me in approximately four weeks instead. I had concerns that I may have completed the request form incorrectly, however my records indicate I clearly specified the need for urgent care. It is frustrating to experience ongoing pain for an extended period only to be denied timely medical attention. I find it difficult to understand why access to appointments remains so limited when normal activities have resumed for most people. The practice has experienced a decline in service quality over recent years. Communication has been particularly problematic, with telephone lines frequently unavailable and when contact is established, wait times appear disproportionately long. I would recommend seeking care elsewhere if alternative options are available.

Confusing vaccine availability left us without answers

Following multiple weeks of submitting various online requests about several vaccinations, I was informed that this practice no longer provides basic vaccinations for secondary school age children. It appears the school does not offer them either, which has left me uncertain about where to turn. I was also told that a different range of vaccines had been ordered for my family for travel purposes. After following up several weeks later, it became clear that these vaccines are not actually available through this practice either. It seems there may be some confusion about which vaccinations are actually offered here.

Online booking system created unnecessary frustration

I would strongly advise against using this practice. The website requires improvement. Access to speak with someone directly is problematic. When I submitted an online symptom assessment, I was aware that an in-person consultation would be necessary, yet the practice attempted to resolve the matter with a telephone consultation from a pharmacist instead. This consultation proved unhelpful, and the practice subsequently arranged a face-to-face appointment. However, I was notified of the appointment via text message without any prior discussion, and the timing does not work for me. I have made multiple attempts to contact the practice to reschedule, but I have not been provided with access to the online appointment system to make these changes myself. Despite repeated calls, I have been unable to reach anyone. As a result, I will not be attending today's appointment, which feels like a missed opportunity for someone who may have greater need for that slot.

Online triage system makes appointments harder to access

It's a GP surgery and we all have our own opinions about our local practices at the moment! My opinion is that since the surgery merged with a larger medical group, it has been the worst decision made and patient care appears to be significantly affected! I can attend events with large crowds but when I want to see my GP I have to use an online service where someone decides my health concern doesn't need a same-day appointment without speaking to me directly! I've personally needed hospital admission several times through NHS 111 because I couldn't obtain an appointment... They need to stop using the pandemic as a reason and start seeing more patients.

Reception team didn't provide the support needed

Disappointing experience with the level of assistance provided by the front desk staff.

Reception staff helpful despite system delays

York medical group has not processed a private healthcare approval form that was submitted in mid-2021, despite multiple follow-ups. The reception staff suggested submitting a formal complaint, though the staff member responsible for handling such requests is currently unavailable.

Long wait despite arriving on time

I arrived on time for my appointment but had to wait approximately 20 minutes before being seen. Additionally, I found one of the pharmacy staff members to be rather curt and dismissive in their manner.

Website makes booking unnecessarily difficult for older patients

The website is difficult to use. I struggle to see how someone elderly and managing alone would be able to navigate it effectively. Additionally, my daughter had a lengthy and supportive consultation through the out-of-hours service, during which she was advised to take antibiotics and arrange further investigations with her GP, as there was concern her symptoms might be connected to an underlying condition. When this was passed on to her GP practice, she received a text message rather than a phone call, instructing her to wait a week to see if things improved on their own. Three days have now passed and her condition has not improved—in fact, it has worsened. The practice's stated commitment to family care does not align with my experience. I am very disappointed with how this has been handled. It is frustrating to question what value is being provided.