York Medical Group at Acomb
HJ
Helen J. 6 years ago • From Google
Bad
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.
Kieran K.