janduplessis886/england-nhs-gp-reviews huggingface dataset:
GP surgery review: haigh-hall-medical-practice
Title: Difficult to connect with reception
Rating: 2 out of 5
Visited: May 2023
I recently had the unfortunate experience of trying to contact the reception at Haigh Hall Medical Center, and I must say that it was an incredibly frustrating and disappointing ordeal. Despite my efforts, I was unable to connect with the receptionist after waiting for an astonishing 45 minutes on the phone. I had the same experience last month where I have to wait around 40 min before I can speak to someone.

The primary purpose of a GP surgery's reception is to provide assistance, support, and effective communication between patients and the medical staff. Regrettably, Haigh Hall Medical Center falls short in this regard. The excessive wait time to speak with a receptionist is simply unacceptable and indicates a severe lack of consideration for patients' time and well-being.

A medical center's reception should be the first point of contact for patients seeking assistance, whether it's to schedule an appointment, request medical advice, or discuss important matters related to their health. However, the unavailability and inefficiency of the reception staff at Haigh Hall Medical Center hindered my ability to address my concerns and left me feeling neglected.

As a patient, I understand that medical centers can be busy and receptionists may face high call volumes. However, it is crucial for healthcare providers to employ adequate staffing and implement efficient systems to manage patient inquiries effectively. A lack of response for an extended period not only causes inconvenience but also raises concerns about the quality of care and the overall organization of the medical center.

In conclusion, based on my experience, I cannot recommend Haigh Hall Medical Center due to the frustrating difficulty in contacting their reception. I strongly urge the management of the center to reevaluate their systems and prioritise the patient experience by improving accessibility and responsiveness. Patients deserve to feel supported and heard, and this medical center has failed to provide that fundamental level of care.
GP surgery review: shipley-medical-practice-affinity-care
Title: further assistance
Rating: 3 out of 5
Visited: January 2024
i had an appointment today 2/1/24@3pm about my mental health, i did think some type of questionnaire or assessment was going to take place, however this did not happen, i explained part of my symptoms to the doctor, she did say i have depression/anxiety and gave me a number to call but in my opinion my condition is more serious and depression/anxiety is something that falls into the illness. all i am looking for is a diagnosis so i can understand and manage my situation better but to be disregarded by an nhs professional again is starting to take its toll. from being a teen growing to an adult has been very difficult without knowing the real issues which i am facing or even the correct research to know how to work around it. 
on exiting my appointment i did ask the receptionist for the complaints contact information and was given an email which replied “I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below.”
so that is why i am writing here. my condition is serious, i need a diagnosis and correct information on what i am dealing with 
please get back to me at your earliest convenience
GP surgery review: shipley-medical-practice-affinity-care
Title: Amazing service
Rating: 5 out of 5
Visited: December 2023
I have been attending the leg ulcer clinic which is with in the Shipley doctors. All the tissue viability nurses within the clinic have been so kind and caring. 
I hope this feedback is passed on to the staff.
GP surgery review: shipley-medical-practice-affinity-care
Title: Upsetting experience
Rating: 3 out of 5
Visited: October 2023
I was recently invited by text to book either a COVID, Flu or both vaccinations at Shipley Medical Practice. I telephoned & made an appointment for both. I then turned up for that appointment this morning at 10.00, 14.10.23, only to be told that I was not eligible. I would have accepted this as an error on someone's part if it had not been for the attitude of the practitioner who saw me, he made no apology & he certainly made me feel as if I was lying - it was very upsetting. Please ensure that I am not invited for vaccinations that I cannot have in the future.
GP surgery review: shipley-medical-practice-affinity-care
Title: Can’t get through
Rating: 3 out of 5
Visited: September 2023
I’ve being trying for 3 days to get through, I would normally use patches but this hasn’t been available either 
Once I do get through I find the reception staff very helpful and polite, getting through is the problem
GP surgery review: shipley-medical-practice-affinity-care
Title: Poor service
Rating: 2 out of 5
Visited: September 2023
I have been attempting to contact the surgery for over a week now to arrange an appointment for a review of my medication- although I'm not sure how this is possible over the phone.

The appointment service cuts you off as all lines are busy (you can't hold & no ring back service) and the reception line is a constant 10 sec loop of the same music

Finally got through to a (condensending) receptionist, who kindly informed me the review should have taken place end of June!  The first I knew was when I attempted to place a repeat prescription in Sept- surely they should message to inform you of this.
They also informed me to ring in the morning to arrange an appointment, when I explained the problems - I was told to visit the surgery to book it face to face (I work full time).  
So now I'm facing a situation whereby I am likely to be without critical medication because of the poor service at this medical centre.
Clearly the new system mentioned on other feedback isn't working.
I will keep trying & if I run out of medication the NHS will have to deal with the consequences to my health (as will I unfortunately)
GP surgery review: shipley-medical-practice-affinity-care
Title: Unaccessible
Rating: 2 out of 5
Visited: September 2023
The staff working in the practice are lovely and caring individuals but it is almost impossible to get an appointment to see them. I've fortunately not had a need to require services too often but the book appointment functionality on the Infinity App we are required to have is permanently disabled and by telephone, you are required to call from 8am and it usually takes up to 1pm before getting through to staff verbally. I've turned up in person on occasion in desperation after spending a day telephoning and been turned away to 'try again in the morning'. I find by telephone that I'm usually informed there are no further appointments that day, I cannot book in advance and to try again the next day unless considered urgent.
It's very worrying. I wouldn't want to use urgent care services unnecessarily so we are left in a position of not being able to access care with this process in place. I've tried in desperation to get treatment from a pharmacy but in most cases, they quite rightly refer you to see a GP, so it's back to square one. I've been proactive to ask staff, what is the contingency in this scenario but the response is always the same - call at 8am in the morning.
GP surgery review: shipley-medical-practice-affinity-care
Title: Receptionist interrupted, belittled and was unhelpful
Rating: 1 out of 5
Visited: September 2023
Called because I worked out my next order of a prescription that I would get would not cover me while I was overseas in November. NHS app and Airmid app wouldn't let me book so called up to try and get a quick call with the GP. After a while the receptionist answered and as soon as I said the work prescription she replied that I shouldn't have called, I should have walked in or used the app, both which don't work. I then explained it wasn't to get a new prescription, it was to slightly extend one I would be getting. She then decided to let me know, once again, I shouldn't have called but she will do me a favour and give me my prescription. A third time I said it wasn't for a new or existing prescription, it was for *when* I get new prescription it would be too short and would run out before my trip ended and I wanted to talk to my GP about extending it. She then said I'd have to walk in, and that I could only do that talking to people behind the counter. If she hadn't kept butting in, talking down to me and doing her job I couldn't had a quick telephone call to check the details with my GP, but instead decided I have to go out of my way so she can avoid doing her job. I hate this practice, it is so hard to get even the most basic, quickest check ups with my GP.
GP surgery review: shipley-medical-practice-affinity-care
Title: Always helpful and caring
Rating: 5 out of 5
Visited: June 2023
I have used their services a lot for myself and family. Doctors are polite, professional with good listening skills. Telephone consultations or appointments easily available and immediate. Receptionists are also good and nothing is too difficult for them.

Thank you so much for being so good and keep up with a great job. I'm so thankful for everything you do.
GP surgery review: shipley-medical-practice-affinity-care
Title: Apparently nobody works here or answers phones
Rating: 1 out of 5
Visited: May 2023
Absolutely impossible to get hold of this surgery via phone. Be prepared to sit listening to the same 3-second snatch of music over and over and over (I'm on my 2nd attempt of the day and the call-waiting time is currently at 37 minutes while the 1st attempt was at 48 minutes - an hour and a half and absolutely no idea whether this line is even monitored). 

As others have noted, the receptionists are rude and unfriendly. As a brand new patient, I was issued a prescription for the attached pharmacy and was told to wait for 10 minutes while it was set up. When, after 40 minutes, I asked the receptionist for an update, she scowled at me, acted like I should somehow already know their practices, and said that  prescriptions could take up to 48 hours to process so why was I even asking? I had to push for her to bother entering my details - arguing that I was pretty sure the nurse hadn't expected me to wait in reception for 48 hours - at which point she announced - as if I had done something wrong - that the prescription was ready for collection.
"It's all done by computer nowadays!" she called out as I thanked her and left. Well the computer didn't get up and tell me the prescription was ready, did it dear?

Abominable lack of patient focus and customer service. Quite shocking, really.
GP surgery review: shipley-medical-practice-affinity-care
Title: Toe nail removal
Rating: 0 out of 5
Visited: May 2023
I went to have 2 big toe nails removed at Shipley Medical Centre and I was in a panic to begin with but the two nurses helped me all the way through it and calmed me down and got me through it even though I ended up only having 1 done.  
They were very professional
GP surgery review: sunnybank-&-cowgill-medical-practice
Title: Terrible practice
Rating: 1 out of 5
Visited: November 2023
Tried to make an appointment only to be told I can be referred to a local pharmacist! They have the cheek to say a pharmacist is trained to the same standard as a gp.Did they go through years of medical school - I think not!
This surgery does all it can to avoid seeing & treating patients. They do not care. Having been a patient at this surgery for over 30 years I have never known anything so poor. Since the pandemic they seem reluctant to see anyone!
GP surgery review: sunnybank-&-cowgill-medical-practice
Title: They have abandoned all care functions!
Rating: 1 out of 5
Visited: January 2022
The latest one of my many unbelievably frustrating interactions with them. Hospital sends them request to contact me to follow up. I never hear back. Called 2 months later to chase, after 40 minutes on the phone waiting for them to answer, they did admit that they have received the message from the hospital and they had to contact me but nevermind, ring us on Monday at 8am to book a telephone appointment. Their online system no longer allows appointment booking, all my medical records have disappeared as well, so unable to check when my last blood test was, in order to chase another. All facilities that enabled people to get answers without contacting them have been taken off-line to force you to call them - and they complain that they are too busy answering calls. I cannot get through, let alone hope to get some sort of a response or, dare I dream of, care!
GP surgery review: the-willows-medical-ctr.
Title: Excellent Practice &  Staff
Rating: 5 out of 5
Visited: September 2023
Even with the  change  over taking place the practice was still running as it always did....good reception... admin....always there to help you and very friendly staff all round...Guess  I cannot say no  more..  Except you are doing a great job  guys ....Well done keep it up.....
GP surgery review: the-willows-medical-ctr.
Title: Impossible
Rating: 2 out of 5
Visited: April 2023
Poor experience. An assessment has been made of my child and report sent to GP to make an onward referral to psychiatry. Called reception to ask for this referral to be made. Advised that I need to call back on a morning to arrange an appointment to discuss. I do not need an appointment and do not want to take up valuable appointments that may be needed by someone else. I just wish for the referral to be made as advised in the assessment report. Receptionist was quite rude and did not appear to understand this. This is a prime example of why GP appointments are so difficult to arrange and why more and more people are clogging up ED with illnesses that could have been dealt with by the GP!!! The system is broken!
GP surgery review: the-willows-medical-ctr.
Title: Professional experience
Rating: 5 out of 5
Visited: April 2023
Willows practice were outstanding in the care I received today, from using the patchs online I received a text within 2 hours to say a gp would be contacting me. The gp booked me appointment within the hour having spoken to gp on the phone. The 2 people I was today were professional, courteous and caring. The receptionist was also extremely helpful as I am a new patient at the Willows. I can not praise everyone enough. Thank you
GP surgery review: the-willows-medical-ctr.
Title: Dreadful service
Rating: 1 out of 5
Visited: April 2023
Every time I ring this GP I am constantly told that there are no appointments available regardless of the issue I ring up with. Currently suffering with extreme stomach pain and been told by my pharmacy to contact my practice as it could be internal bleeding. Rang up today to be told there are no appointments and that I will need to ring tomorrow. Unable to get patches to work at all as it constantly saying I have an incorrect details even though I have reset the password several times. It is impossible to get through on a morning without been on the phone for 45 minutes. I work as a carer with an awkward schedule and struggle to be on the phone for that long without it impacting my work. This practice has severely gone downhill.
GP surgery review: the-willows-medical-ctr.
Title: So let down.
Rating: 1 out of 5
Visited: April 2023
I feel like I don't have access to a GP. I've spent a week trying to get in contact about an infection. The NHS app no longer has the option for an online consultation, a service I used to find really useful. No matter what time of day I log into patches it says to try the next day at 6am, even at 6am. And when I call, the automated service says lines are busy and hangs up with no option to just wait on the line.

A few days ago the 111 service prescribed me with antibiotics and said I needed to speak to my doctor so they can resolve my issue long term (the cause of the infection) I've not been able to do this. The antibiotics have now run out and the infection is still present. What am I supposed to do?

I feel like I just have to wait and hope it goes away on its own.
GP surgery review: the-willows-medical-ctr.
Title: Disgusting
Rating: 1 out of 5
Visited: March 2023
I ordered a prescription on Friday am it is now Tuesday, still waiting for medication (which I have now run out of) 
Rand the surgery at 11.50am it is now 12.41 pm am still waiting to speak to someone. All I want is to know if the prescription has gone to Tesco.
What an an absolute joke this practice is,  God help who is desperate need of a doctor
GP surgery review: the-willows-medical-ctr.
Title: terrible contact services
Rating: 1 out of 5
Visited: February 2023
Friday signed up to the new Patches service -Anxiety/depression prescription requested, message received from a Dr to state as I am late requesting the prescription it can not be authorised until I have made an appointment for a review. Tried to make an appointment on-line but the Patches system is not available until 8am Monday morning. Tried to ring surgery,  45 minutes - no answer. Accessed Patches on return from work on Monday - Not available until Tuesday am. Tried Tuesday on return from work - Not available until Weds am. Rang surgery to explain and that I start work at 6.30am so cannot ring or access Patches whilst at work. Advised work should give me time for a phone call. I explained I cannot make a call if I am on hold for 25 minutes or more in a queue. Advised to ring on my lunch. I said I mistakenly thought that the appointments line closed at 10am. Receptionist stated it is open whilst there are appointments, when I asked if it would be available if I rang, she could not guarantee this as it depended if appointments were available!!!!! Sorry but I am now so stressed out that I have advised the receptionist to update my records that I will no longer request the medication and will do without. Atrocious service when all I need is a telephone call with a Dr to explain why the request is late and to review my medication. It certainly appears to me that it is being made as difficult as possible to contact a Dr especially if your working hours are anything but 9-5. Also before placing this review I have tried to find an email address to contact the surgery direct and cannot find one. Hence the review
GP surgery review: the-willows-medical-ctr.
Title: To big now
Rating: 2 out of 5
Visited: February 2023
I have  been a patient for many years and been
 Help with my medical problems I have suffered with now at 76 I cannot get any help from the surgery not due to the pandemic but more to the takeover with to many patients trying to use the service
GP surgery review: the-willows-medical-ctr.
Title: dreadful phone system and no longer able to email or message
Rating: 1 out of 5
Visited: June 2022
The phone system changed 3 months ago the receptionist informed me. As a standard phone number, all calls are charged at normal rate. When the surgery is too busy to take calls though, you no longer receive a busy tone; instead you have to pay for the call, to then get disconnected after the message " too busy to take your call, please try again later". This takes a minimum of 1minute and is charged accordingly. In addition, the webpage no longer allows an email contact, and the Willows seems to have opted out of the message services via patient online system. The Airmid app allowed the typing of the message but not enter button. The reception used to have a box on the counter and welcomed customer feedback, but with nothing available today, I asked reception for a form. Sadly, the recently appointed new receptionist couldn't find any forms, couldn't find a folder and had no one free to ask. I felt I was also discouraged from making a complaint. Finally, I wanted to book an e-consult appointment, or make an online appointment, but none were available and e-consult not available. When I visited the surgery, I was told that this becomes available at 2pm.  So why isn't this transparent on the various web pages we keep being asked to use? I used to be really proud of our surgery, but since the change to affinity care, the village support now seems incredibly lacking. There are so many elderly and vulnerable people living in Queensbury. Not everyone has a smart phone, not everyone is comfortable using digital apps with their sensitive data, yet the ability to contact the surgery via phone comes at a repeated cost for each attempt, and the email option is no longer available.  I am all for digital for myself, but the apps need to be user friendly, and all links to connect quickly. Some people need to pluck up courage to contact the doctor and obstacles such as these result in the client not bothering and the danger of a disease becoming critical.  Please go back to allowing all forms of contact to suit the need of the client.
GP surgery review: dr-g-lees-&-partners
Title: Trying to see a doctor
Rating: 1 out of 5
Visited: January 2024
I’ve been with this surgery my whole life(52yrs)and now I feel I no longer have a doctor to go to. The phones are not answered- they say we are busy ring back later. If you finally manage to get in the queue after waiting 45 minutes to an hour you are told there are no appointments and to try your luck tomorrow or in my case very ill with a chest infection and also asthmatic they told me to ring 111 on speaking to 111 they said to phone my doctor back as they cannot help me if my doctors is open. I did an e consultation as I was desperate- I just needed someone to help me- but they messaged me back saying I was too ill and needed to see a doctor and to phone the surgery again. I phoned the surgery again- third time lucky- but alas I was told to phone again tomorrow despite pleading with them. They said I should go to a walking clinic. 
So I feel like I no longer have a doctors as they just don’t see anyone anymore. 
Also I have asthma and have not seen an asthma nurse in 4 yrs-apparently they can assess how I’m doing over the phone and no longer need to see you to check your breathing etc.
GP surgery review: dr-g-lees-&-partners
Title: Wasting time chasing referrals
Rating: 2 out of 5
Visited: September 2023
After being referred by my doctor for a drop-in chest x-ray, I visited the clinic 12 days after my appointment only to discover the referral had not been sent.

Assuming the problem could be simply resolved, I rang the GP from the waiting room. However, I was told I had to call back in a couple more days to chase it up again.

If my doctor had said "wait two weeks, then ring us to make sure it's gone through" I would have thought that was odd. To have to do that without being told first is absurd.

This can't possibly be how the system is supposed to work. What's going on?
GP surgery review: dr-g-lees-&-partners
Title: Shocking state of NHS/very ill but can't get appointment
Rating: 1 out of 5
Visited: August 2023
I feel ill with heart problems which I had before and managed to get an appointment in 5 weeks! I was given the option to go to a walk in center at the other side of Leeds or call every morning at 8am. If I am lucky and I get through before all appointments are gone, I can get one on the day. I have no energy and can't talk properly,  but the woman accused me of shouting at her! I ended up cryinging. Very unfriendly and not helpful staff.
GP surgery review: dr-g-lees-&-partners
Title: Poor Appointment System!
Rating: 2 out of 5
Visited: July 2023
I waited for over half an hour on the phone to eventually talk to the person at the other end who told me there are no other appointments and I should seek a walk in centre! Other times I have waited with the call count down, for the line to go dead when its my turn. Not impressed at all!