Moss Healthcare Kings Road Harrogate
8 months ago SH
Susan H. one year ago • From Google
Bad
As a patient for more than two decades, I had hoped this practice might demonstrate greater self-reflection, though recent encounters suggest otherwise. I anticipate this review will prompt familiar responses about system upgrades or operational pressures, but I feel compelled to share my concerns. The practice has shown a consistent decline over time, characterised by what appears to be a lack of competence, discourteous interactions, and general indifference. While there are occasional instances of professionalism and capability, these positive moments are frequently overshadowed by widespread mediocrity. Today's experience has prompted me to finally submit this overdue feedback. I have been managing a cardiac condition alongside other related health concerns. Breathlessness has been a significant symptom, though investigations have not identified a direct cause. A recent imaging scan showed no abnormalities, suggesting further investigation and clinical review would be appropriate. No such follow-up was arranged. This is concerning because without access to online health records, I would have received no information whatsoever. Following the practice's guidance, I attempted to book an appointment online. After completing the initial form, I received a response requesting additional information, despite having clearly stated my need for a follow-up appointment. I provided further details, only to receive another request asking what I actually wanted. I wanted an appointment. Subsequently, I received a text directing me to book online. Upon clicking the link, I was told no appointments were available and to try again later. Multiple attempts yielded the same result before being instructed to telephone instead. When I called today to explain my situation, the staff member became impatient, repeatedly interrupting and saying he understood before I had finished speaking. His manner was dismissive and unhelpful. After declining to be rushed and requesting his name, he refused to provide it. He then stated that the clinical team had reviewed my case and deemed an appointment unnecessary before disconnecting the call. Given the time was approaching closing, I felt the priority was ending the conversation rather than addressing my concerns. This experience has left me disappointed and prompted this complaint.
I am sorry you were left so dissatisfied with the organisational aspects of the practice; I hope you are more content now but if not please arrange a phone call with me. N Taylor
Lynne E.