Dalton Terrace Surgery

I’ve only been a registered patient at this practice a week having chosen it for its positive reviews. However I’ve been flabbergasted at the level of incompetence the staff demonstrated today. I called in the morning to make an appointment for my 2 year old daughter who had UTI symptoms and having been advised to do so by 111. Instead I was told to just drop off a urine sample aa early as possible and it would be tested and a prescription sent to my pharmacy if needed, likely by lunchtime if I was quick. I thought it was a little odd given my daughter’s age and questioned it, but as a new patient didn’t know any better when told that was the process. Long story short, after waiting for hours with no message or call back, making multiple calls to the practice and finally speaking to a GP at 5pm, it turns out I should have been given an appointment after all and that process was for adults only. Several receptionists and at least one nurse failed to pick this up, with the upshot that my daughter was only seen at 5.30 by an admittedly very sympathetic and helpful GP. However, due to the late hour and no one having stock, we’ve not been able to get a prescription until tomorrow leaving my 2 year old in pain, missing another day of nursery and risking a kidney infection or worse. I know this practice has good reviews but I’m seriously concerned about their processes and systems as the staff don’t appear to know their own policies or have common sense when it comes to triage. I’d think twice about registering here especially if you have young children. I’ll be moving practices immediately.

Since moving to this surgery as my old one wasn't any good I've had excellent care from the doctors I've seen I recently saw Dr hydon and she was so lovely and helpful I would also praise the receptionists who are very helpful great surgery will highly recommend them.

Consistently great service from the doctors! I was dissapointed to have to leave Dalton Terrace Surgery when I moved out of its area 8 years ago and was so happy 4 years ago when I moved back into the area. I've had nothing but kind, professional, and knowledgeable GPs over the course of the years who listen and treat you with respect. A special thanks to Dr Penfold for her dedication and hard work. It's a very busy service and you do have to wait on the phone to make an appointment, but it's never stopped me getting through and they'll always help to find you an appointment. I'm now leaving York and will miss having such a high quality GP surgery.

Great surgery. All of the staff are nice. Long waiting times on the phone almost all of the time but they are very busy. I can always get an appointment if I need one, even same day when it's more urgent.

I expect that I've broken my coccyx so I rang the surgery first thing this morning and asked if they would write an x-ray form out for me to take to the hospital. The receptionist was really short with me and said "sorry, our doctors are busy with things that don't involve A+E, you'll have to go and wait at the hospital". (Bear in mind that I can't sit down because I've injured my coccyx, so waiting in A+E for hours isn't really an option). I rang 111 and asked them what I should do and they explained that there's no reason that a GP can't write me a form so that I can go straight to the radiologist dept in the hospital and not have to wait in A+E. The whole point was to cut down on the number of people in A+E because it's so busy. So I rang the surgery back and explained what they'd said to the same receptionist, and she spoke to me like I was being difficult on purpose. She was very dismissive and short with me, and even said "it's the day after a bank holiday, we're incredibly busy!" As if I'd chosen the timing to to irritate her, and then went on to say that the doctor will have to phone me and how I will be taking up an appointment (god forbid I use the service for it's intended purpose), in a tone that suggested I was undeserving of that appointment. It really made me angry that she treated me as if I didn't deserve the doctor's time at all. I'm already in physical pain - I don't need to be made to feel like I'm undeserving of medical care by my GP surgery. The NHS is a service that everybody has the right to use - medical receptionists don't have the right to decide who gets to see a doctor and who doesn't. And they DEFINITELY don't have the right to talk to you like you're dirt just because they're irritated by having to do their job. The only reason I haven't given 1 star is because I've had good experiences here previously.