Dyneley House Surgery
Kate M. 2 years ago • From Google
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Reception staff refused to help with urgent prescription issue
I've been attending this surgery for approximately a year following my relocation, having previously been with another practice for a considerable length of time without issues. While I recognise the significant funding challenges facing the NHS, this does not justify the apparent unwillingness of reception staff and management to provide helpful or proactive assistance, which should be fundamental to their roles. A couple of weeks ago, I was unable to reach anyone by phone despite multiple attempts, so I visited in person. The reception desk was unmanned despite other staff being present. I asked a straightforward question requiring only a brief check. I was instructed to telephone the surgery I was standing in. I initially thought this was humorous, but it became clear it was not. I made the call while standing in reception, with no one answering. The receptionist observed this but offered no assistance. Eventually, a member of clinical staff noticed my situation, made enquiries, and resolved the matter within moments. Today, I was instructed to collect a prescription from a specific pharmacy to begin medication urgently that evening. Upon arrival, the pharmacy did not have it. I returned to the surgery and explained the situation to the same receptionist in an empty reception area. I was told the prescription had been sent to my regular pharmacy instead. I clarified that the clinician had specifically directed me to the other location as my usual pharmacy was closed, enabling me to start treatment that day. I was informed I would need to wait until the following day. I reiterated the urgency, explained I had travelled as instructed, and asked if someone could quickly update the pharmacy details before closing time. After consulting with a colleague, I was told the medication was not for an urgent matter and I should return home. There was no acknowledgement of the inconvenience or apology for sending me out on this errand. When I requested to speak with management, I received a dismissive response that nothing could be done. Both staff members spent considerable time explaining why they could not assist until the surgery closed, despite the change taking only seconds. The surgery has implemented numerous restrictions, including preventing walk-in appointments, citing confidentiality protection. Such barriers inevitably affect patient access and create distance between patients and clinicians. This approach is concerning. The surgery instructed me to collect a prescription, yet when an error occurred, they refused to correct it or demonstrate any consideration or basic courtesy regarding the inconvenience caused. Standards of customer service from other industries far exceed what I experienced. I explained that their treatment directly impacts patient wellbeing and causes stress, which management acknowledged observing, yet both displayed an indifferent demeanor. This was disappointing and unprofessional. While they may consider themselves professional through rigid adherence to rules and systems, this approach is unsuitable for patient care. There is never justification for delays in healthcare. My condition is stress-sensitive, as are many others, so this experience has been particularly counterproductive.
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Dyneley House Surgery
Victoria G.
I found it somewhat offensive to receive a text message stating that over 200 appointments had been missed by patients at the practice in the previous month, and that these could have been used by..
Dyneley House Surgery
Paul I.
An excellent service from the clinical team today. I completed an online request form in the early morning, received a callback within an hour and was seen shortly after. My concern was thoroughly..
Dyneley House Surgery
Jack B.
Had a really frustrating experience speaking with a receptionist while feeling quite unwell. When I mentioned my symptoms and concerns about a possible serious illness given recent health concerns..
Dyneley House Surgery
Prabhjot K.
I have found my experience at the practice to be very satisfactory. Whenever I have sought an appointment, I have been accommodated in a timely manner without prolonged waiting periods. The team..
Dyneley House Surgery
Ruthann J.
Contacted the surgery early on a weekday morning and received a callback within half an hour. Had an in-person appointment and was back home before mid-morning. Excellent service delivery. This..
Dyneley House Surgery
Reg B.
I recently experienced concerns with a wound on my ankle that I believed might have become infected. I contacted the practice and was informed that phone lines had considerable wait times, though..
Dyneley House Surgery
Rosalie S.
Attempted to contact the practice to schedule an appointment and was first in the queue, yet experienced a wait of over 25 minutes before the call was picked up. Was told that only a single staff..
Dyneley House Surgery
Sarah W.
My recent visits to the practice, along with previous appointments, have been excellent. The convenience of reaching out to medical staff, the quality of care provided, and the subsequent follow-up..
Dyneley House Surgery
Angela G.
I recently registered with the practice and was promptly referred for various diagnostic investigations and imaging, with an appointment arranged within a fortnight. The team members are wonderful!..
Dyneley House Surgery
Liam L.
I relocated to Skipton approximately a year ago and was pleasantly surprised to be registered with the practice promptly following completion of a brief registration form, which contrasted with the..
Dyneley House Surgery
Gideon A.
Attended a maternity appointment with my partner, and the healthcare professional demonstrated patience and a reassuring manner throughout. I would recommend them positively.
Dyneley House Surgery
William O.
Excellent experience with the practice and team members.
Dyneley House Surgery
anne h.
I received excellent service during my recent visit to the surgery. The healthcare professional I saw was highly professional, demonstrated strong knowledge, and showed genuine care throughout the..
Dyneley House Surgery
rebecca h.
I was visiting the area when my young child developed an uncomfortable rash across their body. I attempted to arrange appointments at several local medical practices without success. One surgery..
Dyneley House Surgery
Ann P.
Excellent service provided through the online system, with a diagnosis made promptly and medication sent directly to the pharmacy for collection. A sample was submitted for laboratory analysis, and..
Dyneley House Surgery
Lord T.
This practice is disappointing and falls well short of expectations.
Dyneley House Surgery
Stuart B.
I would rate this practice very poorly. Over several years, I have raised concerns about the on-hold music, which features a high-pitched tone that is jarring and unpleasant. The practice often does..
Dyneley House Surgery
Liz A.
My experiences at the practice have been inconsistent. I see a different clinician on each visit. Many seem unfamiliar with my complex medical background and appear uncertain about my current..
Dyneley House Surgery
Kate M.
I've been attending this surgery for approximately a year following my relocation, having previously been with another practice for a considerable length of time without issues. While I recognise..
Dyneley House Surgery
N M.