York Medical Group at Acomb

Practice refused to write requested dietary support letter

My parent is registered with this practice. Over recent months, he has experienced considerable difficulties. He is now navigating the social care system, which he feels assesses charges unfairly for services already paid into, leaving him with limited resources. I contacted this practice requesting assistance with a letter to support the need for a nutritious diet including fruits and vegetables to help maintain his wellbeing. Following a significant cardiac event many years ago, he received dietary guidance and has maintained a conscientious approach to his health. However, he has faced other health challenges that similarly benefit from proper nutrition. The practice declined to provide this letter, despite our willingness to pay for it. I find this response disappointing and believe healthcare professionals should assist patients in whatever reasonable ways they can, as this represents a fundamental aspect of care. My parent has experienced falls over an extended period, and certain health concerns were not thoroughly investigated. He subsequently experienced a stroke and has mobility limitations. He remained with this practice due to a positive relationship with a clinician. I feel the medical profession should do more to support patients in addressing broader health inequities, as financial constraints affecting nutrition directly impact health outcomes. There is a contradiction in the advice patients receive daily—avoid smoking and alcohol, eat well with oily fish and vegetables—yet when support is needed to follow this guidance, assistance is not provided. Following his stroke, he has been advised toward convenient meals high in sodium, as there appears to be insufficient support to help him maintain his long-established healthy practices. We sought your help and felt refused.

Staff went the extra mile for my husband

When my husband received his diagnosis, all of the medical professionals at the practice demonstrated genuine commitment to supporting his recovery and wellbeing. I'm very grateful for their dedication and care.

Friendly reception made walk-in visit straightforward

Visited this practice after being unable to secure an appointment elsewhere. The reception staff were courteous and accommodating, and the wait time was minimal. The clinician was friendly and approachable. Would be happy to return in the future.

Frustrating phone system and unavailable appointments

Disappointing visit with unhelpful staff interactions, frustrating automated phone systems, and difficulty securing appointment slots.

Useless service, avoid this practice

Disappointing experience overall. Would not recommend.

Staff were genuinely pleasant and helpful

I have only recently joined this practice, but my time here has been consistently positive. The team members in particular have provided me with excellent service and do not merit the lower ratings that appear elsewhere.

Emergency appointment arranged quickly after moving

I had one of the best experiences I've ever had at this medical practice. I had recently relocated to the area and required an urgent appointment, and the entire team went above and beyond to assist me. The reception staff, management, and clinician were all exceptional and I am extremely grateful for their support. I was initially hesitant about registering here due to negative reviews I had read online, but my own experience was completely different from what those reviews suggested.

Practice wasn't listening to my concerns

I would have rated this lower if possible. The practice does not meet the required standards for delivering adequate care.

Reception staff made appointments nearly impossible to get

I have been experiencing several serious symptoms including breathing difficulties, lightheadedness, significant pressure sensations in my neck and head, enlarged glands, ear noises and general unwellness that have persisted for an extended period. Obtaining appointments has proven extremely challenging, and emergency consultations are rarely accessible. Getting seen by clinical staff is exceptionally difficult. When appointments are eventually secured, interactions with front desk personnel have been consistently negative and unhelpful. I have encountered multiple unpleasant interactions with reception staff that have significantly detracted from my experience at the practice. The clinical consultations themselves have been problematic. I have found that staff frequently interrupt while I am describing my symptoms, making the appointment feel pointless. The approach to treatment appears to involve suggesting multiple medications to trial over several months, with instructions to return if they prove ineffective. This pattern has occurred repeatedly across my visits. Overall, my experience across multiple appointments over the years has been disappointing. The quality of service appears to have declined progressively with each visit. Staff interactions have been consistently unprofessional and unhelpful, leaving me feeling that my concerns are not being adequately addressed.

Long wait times and poor service overall

I have to rate this practice one star as I found the experience unsatisfactory. I have decided to switch to a different surgery because I felt the service was not up to standard. If you are looking to spend time without getting results, this would suit you well.

Impossible to book an appointment here

I find it extremely difficult to secure an appointment at this practice. Every time I attempt to book, I am turned away with various reasons given for why a consultation cannot be arranged. The situation feels quite frustrating and discouraging.

Understaffed but doing their best with limited resources

I have been a patient at this practice for many years, and the care I have consistently received has been of a high standard. I am puzzled by the relatively low rating this practice has been given, as from reading other feedback, it appears the challenges reflected in reviews stem largely from broader systemic pressures affecting healthcare services and the resulting increased demands on staff. It is important to have realistic expectations; the team here is working diligently within the constraints they face.

Couldn't book an appointment for weeks

Unable to secure an appointment for an extended period. The healthcare system requires significant improvement.

Phone advice doesn't match what staff say

Getting through on the phone can be challenging, and when contact is made, the information provided hasn't always been consistent with what I've experienced. I was advised by reception to provide a sample ahead of a phone appointment, so my husband delivered it on my behalf. However, it was declined with the explanation that a doctor's request was required first. When I called back to clarify what I'd been told initially, the staff member acknowledged that the notes did reference providing a sample, yet the sample was still not accepted. This meant I had to make another trip to submit it in person. This inconsistency between what's communicated over the phone and what occurs during in-person visits has happened more than once. Additionally, I've found some interactions with staff to be dismissive in tone, with a sense that explanations about previous conversations are met with skepticism rather than understanding.

Long waits and poor appointment access

A concerning experience at this practice. Issues encountered included difficulty booking appointments directly, perceived lack of compassion from clinical staff, and problems with prescription management. The overall standard of care felt below expectations compared to other NHS services in the area, though concerns about local healthcare provision extend more broadly.

Appointment booking system needs urgent improvement

Extremely disappointing. Obtaining an appointment is remarkably difficult and time-consuming. I waited several weeks for a scheduled appointment only to have it cancelled the day prior. This experience was frustrating and unhelpful.

Phone queues long, prescriptions constantly lost

I have been a patient at this practice for many years and have rarely needed to use its services until recently. Over the past year, however, the standard of care has been disappointing. Since the beginning of the year, I have experienced difficulties with nearly every appointment and prescription request on my first attempt. Several issues have emerged that I feel need to be addressed. Telephone waiting times to reach reception staff frequently exceed 20 minutes, and sometimes longer. In January, I contacted the surgery regarding my child who had recently been diagnosed with a respiratory condition and was experiencing breathing difficulties. As a concerned parent uncertain about whether my worries were justified, I called seeking an appointment when my child was having symptoms, mentioning that by mid-morning the prescribed inhaler had been used multiple times. I was advised that an appointment was not immediately available but that a clinician would return my call. After waiting three hours without contact, I had to ring back to follow up. When I eventually received a callback and an urgent appointment was arranged, my child required emergency hospital transport, which I believe might have been prevented with a more timely response. The three-hour delay was particularly concerning. Since then, I have faced lengthy waits for routine appointments, and my prescriptions have repeatedly gone missing, been mislaid, or remained unsigned. On one occasion, I spent considerable time attempting to resolve a prescription issue before visiting another local practice, where reception staff resolved the matter within half an hour. This made me question why the same efficiency could not be achieved at my own surgery. The clinical staff are generally competent, but accessing their services requires navigating reception difficulties first. Most recently, my husband called this morning enquiring about a sick note, only to be informed that this confidential document has been misplaced. The loss of such sensitive paperwork is particularly troubling.

Phones never answered, appointments unavailable

Extremely disappointing experience. The phone lines are consistently unavailable. Appointment availability appears to be non-existent and the reception staff interaction was quite unpleasant. I have decided to register with a different practice.

Long wait times for routine appointments

It takes quite a while to secure an appointment at this practice.

Long phone queues make appointments impossible

It's much the same as everywhere else! Getting an appointment is difficult, and it's only available at the surgery itself. When you try to call, either nobody picks up or you're stuck waiting behind countless others. I'm not sure how people manage with this system for so long in this country.