Keighley Road Surgery - Ratings and reviews
Reviews
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Review titled Disappointed
Rated 3 stars out of 5
by Anonymous - Posted on 19 September 2023
Rang up , Iv been suffering with pain in my abdomen and stomach area and in my chest . I was concerned it was caused be a procedure I'd had at the hospital. Iv been in pain for days and felt I definitely needed to see a doctor as it wasn't going away. I was told there was no appointments, go to A and E and or ring 111. Last week I rang the Surgery about something else and they told me they would put me on a list for a call back but would be a 6 to 8 week wait. Online it's states that if its an urgent problem you will get a call the same day , this is not true. It doesn't matter whether its urgent or not ,your not goin to be seen by a doctor for a long time ,if at all.
Visited September 2023
Keighley Road Surgery has not yet replied.
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Review titled Not happy
Rated 2 stars out of 5
by Anonymous - Posted on 15 May 2023
Rang today murder getting through when do this time didn’t put phone down so rude reception nasty demeaning attitude was annoyed when I was polite to her needs to get some manners
Visited May 2023
Keighley Road Surgery has not yet replied.
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Review titled Not a good practice
Rated 1 star out of 5
by Anonymous - Posted on 11 May 2023
Thursday 8 May at 4.30 I tried to contact the surgery for 40 minutes to no avail. I think this is absolutely disgusting and unacceptable that you cannot speak to anyone even though it says it is open till 6.30. I was ringing to check up on a phone call I made the day before I got told I would get a phone call back to let me know when the doctors was going to ring but again I got nothing. Its about my mental health and other request that they totally got wrong and sent me to someone I didn't need to see so even when you get a doctor it shows they don't always listen I find this appalling I could go on for ever on other things about this surgery anything could happen to me or anyone else for that matter I can't see why when I request to see a doctor that I cannot do so
Visited May 2023
Keighley Road Surgery has not yet replied.
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Review titled Appropriate care received. Thank you.
Rated 4 stars out of 5
by Anonymous - Posted on 05 April 2023
Unfortunately I was unable to obtain an appointment yesterday afternoon as all appointments taken but I called this morning and after triage by a helpful receptionist was called back by a GP within the hour. Following close questioning regarding my condition a prescription was forwarded to my identified pharmacist and a sample specimen arranged for drop off at surgery. In summary I was pleased with the process, although the actual call signal from the GP did keep breaking up at times and so I am unsure who treated me. In summary thank you very much for such a positive and helpful response during these difficult days for the NHS.
Visited April 2023
Review titled Keighley Road Surgery
Replied on 11 April 2023
Thank you for your positive comments regarding the service you received. I will feed these back to the team. We are working hard to provide the highest level of service that we can. I am, however, sorry that the call quality of the phone call was less than satisfactory. The practice has recently moved to a cloud-based telephone system and we have experienced a number of issues of this type, which we are working closely with the phone provider to resolve. Kind regards Peter McIntyre Practice Business Manager
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 30 March 2023
Where to begin, you can only contact someone at this surgery before 12am. Not ideal for people who work. Routine medical appointments appear just a tick box exercise where the medical notes inputted do not reflect the consultation. Notes say I was advised on certain health issues and this was definitely not the case. I’m now left with mighty Google to understand my test results.
Visited March 2023
Review titled Keighley Road Surgery
Replied on 11 April 2023
Thank you for comments. I am sorry to hear that you found our service less than satisfactory. You suggest that the information in your medical records is not accurate. You have the right to challenge this and I would ask that you contact me or a member of the Management Team to discuss this further. In terms of test results, we tell patients at the point of sample-taking that they will only be contacted if the results are assessed by a clinician as abnormal. I understand that some patients may wish to know more about their results and, indeed, any other element of their medical information, but I would suggest that Google may not always be the right place to seek answers. In terms of contacting the practice, the surgery phone lines are open from 8am to 6.30pm Monday to Friday and patients can contact the practice at any time during these hours. It is correct that certain options on our phone system - test results, general enquiries - are only open at certain times of the day. This is to allow our Admin team to complete the appropriate work for the day. I am extremely keen for the practice to improve continuously and welcome your comments as a chance for us to learn. If you wish to discuss any of the points raised above further, please feel free to contact me. Kind regards Peter McIntyre Practice Business Manager
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Review titled Excellent mental health nurse service
Rated 5 stars out of 5
by Tom Hannan - Posted on 09 May 2023
I had four face to face and telephone appointments with the mental health nurse and I could not be happier with the service he provided. What an asset to the surgery he is and I feel so grateful that I went to the first appointment. For anyone struggling, call the surgery and get an appointment. Just talking helped immeasurably.
Visited March 2023
Keighley Road Surgery has not yet replied.
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Review titled Terrible surgery
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2023
It is an absolute joke trying to get through to this surgery. Phone lines are hardly open and if they are it takes ages to get through to speak to someone. Never have any appointments left and if you get put on triage you don’t get an appointment with a (doctor) you get one with a nurse, pharmacist or just a general prescriber. They diagnose every one over the phone and very rarely let you go to the surgery for an appointment to see someone.
Visited February 2023
Review titled Keighley Road Surgery
Replied on 15 March 2023
Thank you for your comments. It is always disappointing for me to hear or read these comments and I am sorry to hear about the issues that you have been having. I will address your issues in turn. Our phone lines are open from 8am until 6.30pm. We have installed a new phone system and have worked hard to ensure that it is easy to use and gives patients clear direction on the correct point of contact for their query. You are correct that two of the options – General Enquiries and Test Results - are only open at certain times of the day but this is to ensure that work is completed in a timely manner. I understand your frustration at the time it can sometimes take to get through on the phones and we are working hard to find ways around this issue The practice operates a triage system to ensure that the most appropriate clinician deals with patients. We provide a broad and diverse range of primary care services within the practice, beyond GPs and nurses, to ensure that patients are dealt with in the most appropriate way for their particular condition. We strive to provide the best service possible, and I am extremely disappointed that this has not been the case for you. I am more than happy for you to contact me at the surgery so that we can discuss your issues further and use them as a learning experience to improve our services to patients. I look forward to hearing from you. Kind regards Peter McIntyre Practice Business Manager
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Review titled Lack of care for the elderly
Rated 1 star out of 5
by Anonymous - Posted on 18 January 2023
I fail to see how a surgery that has so many patients can run on part-time Doctors alone. I have an elderly parent who has been waiting some 8 weeks for steroid injections that are due every 12 weeks and every time they call, all they say there is a long wating list. My parent is now house-bound due to not being able to walk and the surgery is made of this every time they are called but still nothing/no compassion. We have asked about the complaints procedure and all they ask is that a complaint is put in writing and post it to them (the patient is house bound so how can they post the letter) When asked for an email address , they state they do not have an email address for patients (is this because they'd then receive many more complaints to deal with). This surgery is now all about ticking boxes to get paid by the Health Authority i.e. get so many bloods due in a month, refer people to weight management to hit certain targets etc and if certain ailments fall outside these remits then it's tough luck...
Visited December 2022
Review titled Keighley Road Surgery
Replied on 18 January 2023
Thank you for your comments. It is always disappointing for me to hear or read these comments and I am sorry to hear about the issues that your mother has had. I would welcome the opportunity to discuss these with her. I take on board the difficulties associated with being housebound and am more than happy to visit your mother at home to discuss her issues if this is the most convenient way. I am always available by phone or at the practice if your mother is happy for you to speak on her behalf and has given her consent for you to discuss her medical information. I would like to address a number of the issues you have raised directly. You do not have to make a complaint in writing, although it is the preferred method as it allows the complainant to be as comprehensive and accurate as he or she wishes. However, anyone wishing to complain can simply speak to the Complaints Manager – in this case, myself – who will produce a written record of the discussion, which can then be signed and agreed as a true and fair record of the complaint by the complainant. The practice does have an email account for patients to use – krspatient@gmail.com - any correspondence that needs my attention will be promptly forwarded to me. We provide a broad and diverse range of primary care services within the practice, beyond GPs and nurses, to ensure that patients are dealt with in the most appropriate way for their particular condition. We strive to provide the best service possible, and I am extremely disappointed that this has not been the case with your mother. I hope that either you or your mother will contact me, that we can resolve her issue and that we can use it as a learning experience to improve our services to patients. I look forward to hearing from you. Kind regards Peter McIntyre Practice Business Manager
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Review titled Great service.
Rated 4 stars out of 5
by Anonymous - Posted on 23 June 2022
Had to call at 8 a.m for advice re asthma and respiratory problem. Received a call back from GP at 9 a.m and after detailed questioning was issued with medication which was sent to my named pharmacy and available for collection by 11 a.m. I had been trying to manage my condition at home over the past week or so but realised that I needed Professional help and this was promptly received. Thank you.
Visited June 2022
Review titled Keighley Road Surgery
Replied on 23 June 2022
Thank you for your comments. At Keighley Road, we work hard to ensure that patients receive the best possible service we can offer. I will pass your comments onto the GP and the team in general. I hope that your condition improves soon. Peter McIntyre Practice Business Manager