SM

Stacey M. 3 years ago • From Google

Rating

Bad

Long phone queues make appointments impossible to get

I have found my experience with this surgery disappointing since the recent management change. It has become extremely challenging to reach the reception team, often requiring 15 to 20 minutes of waiting, and by the time someone answers, all available appointments have typically been booked. The practice requests that patients call at the start of the working day, but this isn't practical for those with employment commitments. Calling even slightly later means joining a lengthy queue, and appointments are usually fully booked by then. The service has altered significantly in recent years and, in my view, not for the better. Consultations are now conducted exclusively by telephone rather than in person. The practice previously offered morning walk-in clinics where patients could see a clinician, but this service no longer exists. When a face-to-face appointment is eventually secured, patients are directed to an alternative location in Shipley. Since I registered with this practice and not the Shipley location, being referred elsewhere feels inconvenient. I recognise that general practices operate under considerable pressure, but the current situation feels unreasonable. I am seriously considering switching to a different practice, as I should not need to spend such extended periods on hold simply to discuss a basic enquiry with reception staff.

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