York Road Surgery
Average! (83 reviews)
Average! (83 reviews)
Patient feedback reflects a mixed experience with significant operational challenges alongside positive clinical care. Appointment access and phone responsiveness emerge as persistent concerns, with many patients reporting lengthy waiting times on hold, difficulty reaching the practice, and challenges securing timely bookings. Reception experience varies considerably, with some patients describing staff as dismissive and unprofessional, while others praise courteous and supportive interactions. Communication breakdowns are frequently cited, including missed follow-ups, lack of responsiveness to patient concerns, and inconsistencies between online information and actual practice procedures.
In contrast, clinical care receives consistent praise. Doctors are widely described as compassionate, professional, and attentive listeners who demonstrate genuine concern for patient welfare. Nursing staff are similarly noted for their supportive and welcoming approach. Several patients highlight the practice environment as accessible and well-organised, with efficient service when appointments are secured. The quality of medical consultations and treatment planning is frequently commended.
The disparity between clinical excellence and administrative challenges appears to be the defining characteristic of patient experience at this practice. While medical professionals consistently deliver high-quality, compassionate care, systemic issues around appointment availability, phone line capacity, and reception staff consistency undermine overall satisfaction and accessibility for many patients seeking to engage with the service.
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Patient feedback reflects a mixed experience with significant operational challenges alongside positive clinical care. Appointment access and phone responsiveness emerge as persistent concerns, with many patients reporting lengthy waiting times on hold, difficulty reaching the practice, and challenges securing timely bookings. Reception experience varies considerably, with some patients describing staff as dismissive and unprofessional, while others praise courteous and supportive interactions. Communication breakdowns are frequently cited, including missed follow-ups, lack of responsiveness to patient concerns, and inconsistencies between online information and actual practice procedures.
In contrast, clinical care receives consistent praise. Doctors are widely described as compassionate, professional, and attentive listeners who demonstrate genuine concern for patient welfare. Nursing staff are similarly noted for their supportive and welcoming approach. Several patients highlight the practice environment as accessible and well-organised, with efficient service when appointments are secured. The quality of medical consultations and treatment planning is frequently commended.
The disparity between clinical excellence and administrative challenges appears to be the defining characteristic of patient experience at this practice. While medical professionals consistently deliver high-quality, compassionate care, systemic issues around appointment availability, phone line capacity, and reception staff consistency undermine overall satisfaction and accessibility for many patients seeking to engage with the service.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Lizzy K.
5 years ago
Bad!
Shocking phone service leaves patients waiting and desperate
It's astounding how you can remain in position 7 of the phone queue for over 45 minutes. If you were in a critical condition, you'd never get through. This morning, I had to trudge to the surgery while feeling unwell, phone still pressed to my ear, desperately pleading for a same-day appointment - absolutely abysmal reception service! Their only explanation was that they have two staff members doing their best, but my response is simple: hire more staff and add additional phone lines. This approach is clearly not prioritizing patient welfare. Unfortunately, I will be departing from this surgery. Despite being registered here for less than two months and noting all the negative reviews, I see no prospect of improvement in the future. It's truly disappointing because the doctors I've encountered are all extremely helpful. They simply need to implement a more efficient phone system so patients aren't forced to waste half their day waiting for a brief 5-second conversation.
Nikolay I.
5 years ago
Bad!
Terrible healthcare with zero customer compassion
I'm at a complete loss for words. I'm battling a lung infection that demands antibiotic treatment. Yesterday, they promised to contact me at 9:15 today, but no confirmation email or message ever arrived. Here I am, suffering from a serious infection, feeling absolutely terrible, and it seems like nobody could care less. Their staff appears rude, unprofessional, and completely disinterested in their job. I'm convinced the 5-star reviews are fabricated by their friends or relatives - no rational person could possibly be satisfied with such abysmal service. Absolute zero rating. If they fail to reach out, I'm taking this straight to the NHS complaint service. This whole situation is utterly ridiculous!
Mathew M.
5 years ago
Bad!
Terrible medical care and disrespectful staff
The front desk staff display a lack of professionalism, and the medical practice seems indifferent to the needs of their patients... substandard customer care.