Shipley Medical Practice

I would like to leave a positive review for Shaukat, the receptionist at Westcliffe Medical Centre. He took the time to go through everything with me over the phone to help book my appointment and was extremely pleasant, patient, and helpful throughout the call. He made the process much easier and was very reassuring. It’s really appreciated when staff take the time to be kind and supportive, thank you, Shaukat.:)

Probably one of the worst doctors surgeries I have had to deal with, unhelpful and uncooperative. Not willing to speak about my elderly mother, they can only tell you to book online, everything is book online or look online. No compassion or even a willingness to listen to you, just that you have to book online. Ridiculous service from people who are there to look after you.

The practice has introduced a new booking system to alleviate call queues. It's all done online and boasts that you can do it at any time and don't have to wait until 8am. This system has been down for the past 48 hours! And while it works ultimately, navigating a protracted online questionnaire is not what you want to be doing when you feel unwell. You have to go through a series of questions in order for a 'care navigator', whatever that is, to direct you to the appropriate medic. But really all I want to do is speak to a sympathetic human being, followed by a doctor who I know and trust, neither of which are options anymore. And some of the receptionists are so surly. What ever happened to courtesy and kindness? I was being 'helped' by one when I used the appointment system for the first time. It was very much like the Little Britain scene 'computer says no'. And when you get to the end of the questions your choices are to wait 48 hours to be sent a link to an appointment booking email, although there's no guarantee that there will actually be an appointment, or go to A&E. How is A&E ever a viable option when you know what's wrong with you and you know what you need? All this does is move pressure on the NHS from GPs to hospitals. And when all you want is some reassurance that you actually have an appointment. And when I actually went for the appointment I managed to get, I was one of only three people in the waiting room. What are all the doctors doing these days? This practice used to be great. Sadly it isn't anymore.

I received a text saying I needed to speak to a doctor regarding blood test results. NOWHERE through the online booking system does it list BLOOD TEST RESULT under HEALTH CONDITIONS... I was on hold for over 1 hour. The receptionist told me the online booking was now closed due to high demand and I would need to try again, online, tomorrow. I told her a BLOOD TEST RESULT is NOT a HEALTH CONDITION. She told me to select OTHER...there is NO option for OTHER. Why do you get paid to sit down, refusing patients access to doctors, when your online booking system is flawed. If treatment is delayed because of your incompetence...good luck!

I find it unacceptable that patients are left waiting 1 hour and 40 minutes before their call is even answered. This level of delay is shocking and borders on negligence towards patients. I usually order my medication via the System One online service, but in this instance, the medication required re-authorisation. I was unable to make the request or send a message as the messaging functionality had been blocked by the practice. This left me with no choice but to call. I deliberately called outside of peak hours, yet still waited 1 hour and 45 minutes before my call was answered by a receptionist. When I explained how long I had been waiting, I was simply told, “We are busy.” If that is the case, then the partners should urgently consider immediate action to address this. This is unacceptable and poses a genuine risk, as most patients would not wait this long. I am very disappointed and request that this matter is rectified without delay.