Haxby Group Practice - Ratings and reviews
Reviews
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Review titled lost refferal papers
Rated 2 stars out of 5
by Anonymous - Posted on 27 March 2024
I have a hearing check and I was told the I should get a referal for a full check as there is a problem. I was given a form to hand in which I did the same day, I heard nothing and ccotact the Haxby Surgery and waited for a reply 2 weeks later I received a text stating that they could noy find any forms about this. I contacted them again and was told that they were trying to find it. I fail to understand why. Iy was given in at reception the same day and I wacthed the receptionist place it into a tray. This is the second time Haxby have lost referral papers foe me. The last time it was for an operation and I had to get a new referal. At one time the Surgery was one of the best in York but now. The telephone system is bad, the online system is bad. and trying to get an appointment is non exsitent. If you do get an appointment it could send you anywhere except Haxby and that is where I live What has happened
Visited March 2024
Review titled Haxby Group Practice
Replied on 02 April 2024
Thank you for leaving your review and please accept our apologies for the level of service you received. If you would like us to look into your queries then please email us at hnyicb-ny.haxbypatientexperience@nhs.net and we will be happy to assist you. Kind Regards Piotr Patient Experience Team
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Review titled Ignorance beyond belief
Rated 1 star out of 5
by Paul Leader - Posted on 27 January 2024
I was told that if I wanted an appointment for a blood test within a month, I would have to travel to another surgery across town. I took an appointment within 2 weeks at the other surgery. I gave up a day's overtime offered to me at work because I was committed to the appointment. I was just about to leave my house on a Saturday morning to go to 'the other surgery' when I get a call saying that my appointment is cancelled and they can offer me one in another in 3 weeks! I phoned back to see if I could get help elsewhere and was obviously very upset not only due to the earnings that they had cost me but, believe it or not because I'm sick and I need help - something that seems to be above the intelligence of the reception staff at Haxby. The receptionist constantly spoke over me as I was simply trying to find out if there was somewhere I could turn to or someone else who could do the job that they had failed to do. The receptionist was so ignorant it beggars belief, yes I was upset and to most people rightly so but all she could think to do was threaten me with terminating the call because she was incapable of dealing with the situation that their screw-up had created. "If you keep talking over me..." - she needs to realise that it takes 2 to talk over each other and precisely which one is talking over the other is subjective. In my world, if I screw-up, I'll do all I can to pacify the other and make them feel comfortable particularly if they're feeling sick and I'm supposed to be providing a service with the ambition of alleviating that sickness! 'Thick' doesn't begin to describe the mentality I was met with. Eventually a manager came to the phone and I was left no choice but to take the appointment in 3 weeks. I'll be sure to telephone the day before so as not to loose more money if work is on offer. Haxby's just another great example of Tory privatisation at work.
Visited January 2024
Review titled Haxby Group Practice
Replied on 18 March 2024
Dear Mr Leader Thank you for leaving your comment regarding the service you received. We are sorry that your experience has not been satisfactory. We are happy to assist you with your concerns. Please feel free to email us at hnyicb-ny.haxbypatientexperience@nhs.net and we look into this for you. Kind Regards Piotr Patient Experience Team
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Review titled Bad reception team
Rated 2 stars out of 5
by Anonymous - Posted on 29 December 2023
Phoned as we had collected a clients medication that had been ordered before Christmas and there was a couple of items missing had tried online but it was closed until 2 January and needed medication next week the receptionist was very annoyed I had rung telling me in future to use online several times I had tried before ringing found her attitude very rude and not needed
Visited December 2023
Review titled Haxby Group Practice
Replied on 02 January 2024
Thank you for your feedback. I am sorry to learn of your poor experience. If you would like to contact me at the email address below I will be happy to look into this for you. Kind regards Karen Walton Patient Experience Administrator hnyicb-ny.haxbypatientexperience@nhs.net
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Review titled Very fast response
Rated 5 stars out of 5
by Fi Bellamy - Posted on 09 October 2023
I filled in an online form for urgent medication and got a response back within 10 minutes. Very relieved with outcome
Visited October 2023
Review titled Haxby Group Practice
Replied on 09 October 2023
Dear Mrs Bellamy Thank you for leaving your positive comment. We greatly appreciate you sharing your recent experience with our practice. Kind Regards Piotr Patient Experience Team
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Review titled Very poor care
Rated 1 star out of 5
by Anonymous - Posted on 17 March 2024
My daughter is currently waiting for treatment for a severe medical condition. She has been referred to a Leeds hospital She requested referral to a pelvic floor clinic to try and stabilise the condition until either having an operation or other treatment. She attended Leeds hospital again last week and was told they’d written to her doctor in Haxby in October 2023 requesting a referral. It is now March 2024 and she’s heard nothing. Her condition is now really bad and very debilitating. Can you please explain why nothing has been done. Your treatment of patients is so erratic. You either manage to secure an appointment within a relatively short time or it’s 6 weeks or not at all. This practice is so disorganised. and inefficient to put it mildly. Do you have a system? Where do these referral requests end up? Your prescription reviews are non existent. I have friends who have been left on really strong medication for years and not had it reviewed once. How does it all work? Do doctors still hold regular surgeries? Are there actually any doctors there at all or have they all left. We don’t have any confidence in Haxby surgery. All we can do is just hope we don’t become ill because it’s pot luck if we’ll be treated or not. Meanwhile my daughter is left with the only option to pay for private care which she can ill afford to try and secure a successful outcome for her disability. When will something be done about Haxby Health Ctr? We deserve to feel that if we’re ill we will be treated and within a short space of time. The receptionists seem to not know the system. Would really help if they had adequate training. That’s a huge obstacle when you’re trying to negotiate your way through to obtain treatment. It’s really frightening to realise that if you’re ill you could quite well be left to get on with it
Visited October 2023
Review titled Haxby Group Practice
Replied on 18 March 2024
Thank you for expressing your family's experience of our service. We are very sorry that it has not been satisfactory and we would be happy to assist with answering your queries. Please could you email us at hnyicb-ny.haxbypatientexperience@nhs.net and we will look into this for you. Kind Regards Piotr Pacych Patient Experience Team
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Review titled I recommend Gale Farm and the Haxby Group. 5 stars.
Rated 5 stars out of 5
by Harriet Lansdown - Posted on 05 October 2023
Despite the deep problems we all know the NHS has, the Haxby Group and my local surgery at Gale Farm are doing a great job. Their detailed online appointment request form is responded to in good time via their effective triage system. Urgent queries are given appointments quickly, which is very reassuring. It might be a phone call, but an in-person appointment is offered if necessary. Non-urgent problems are responded to in good time, but you may have to wait longer for an appointment. I'm happy to wait for non-urgent things if it means that everyone can be seen quickly when they need to be. Gale Farm offers me regular check ups for my chronic health issues and even arranged an (unprompted) phone call with a cardiac consultant to check my medication. He advised an additional medication which lowers my risk of stroke. This is an example of a positive healthcare intervention which I really appreciate. Recently I asked if I could have a bone density scan. I waited a week or so for a phone call about it, but the answer was yes. Again, there is a wait, but it's not urgent and the outcome is another example of a positive approach to preventative care. My hairdresser spotted a dodgy mole/wart on my head, so I requested a GP have a look. Quick appointment (eek! might have been cancerous) he took detailed photos, and sent them off to dermatology team at the hospital. Result - just a seborrhoeic keratosis - no treatment needed. Thank you! No need for a hospital appointment - efficient use of resources. We might all wish we could see a familiar GP the same day we ring up with a problem, but this isn't possible these days. If I can't have that, what I want is a surgery that manages their service professionally, utilising online and phone appointments when in-person visits are not absolutely necessary. A surgery that uses an effective triage process to make the best decisions about patients needs and responds quickly. At my previous practice, I had to join a queue outside the surgery earlier and earlier in the morning to try and get an urgent appointment. I am much happier with the service at Gale Farm, which allows me to make a request and responds appropriately. I have a health care background and the professionals I've seen at the Haxby Group have accepted my knowledge level and taken me seriously. I feel respected, which has not always been the case at other surgeries. Finally, the NHS app gives me a record of all this activity, test results, messages, everything related to my health record which I have to hand and can check or share whenever I need to. This is a great innovation from the NHS. I recommend Gale Farm surgery and all the practices in the Haxby group. I think they provide a comprehensive, proactive, responsive, respectful, effective and professional level of healthcare. Thank you!
Visited September 2023
Review titled Haxby Group Practice
Replied on 09 October 2023
Dear Ms Lansdown Thank you for taking your time to leave positive feedback about your experience with the practice. We greatly appreciate this and we will share your compliments with the practice staff. Kind Regards Piotr Patient Experience Team
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Review titled Bad system for telephone contact
Rated 3 stars out of 5
by Alethea Barnett - Posted on 30 August 2023
It is unbelievable how difficult it actually is to get an appointment to meet specific needs. I was discharged from hospital and told I would be contacted by by practice to have clips removed following surgery this needs to be done 10-14 days. I did not receive a call and I actually had to phone the appointment I originally made was satisfactory as I am currently reliant on family and friends to assist me to attend appointments. I received a text message to say my appointment had incorrectly been booked with another appointment which I am unable to attend as cannot get support at that time. I have spent over an hour this morning waiting on the phone to try to rebook asap and am currently awaiting them to phone me back. I hope I am wrong but would not be surprised if I do have to chase up again. It is also difficult to find how to put a formal complaint in which I do wish to do. Actually appointments and treatment from doctors and nurses is my practice is actually very good.
Visited August 2023
Review titled Haxby Group Practice
Replied on 30 August 2023
Thank you for taking the time to post a review. I am sorry that you are unhappy with our telephone and appointment system. If you would like to contact me at hnyicb-ny.haxbypatientexperience@nhs.net with your concerns I will be happy to look into this for you. Kind regards Karen Walton Patient Experience Administrator
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Review titled Waste of time, I give up
Rated 1 star out of 5
by Anonymous - Posted on 21 July 2023
Terrible system. About 8 weeks ago (maybe more) I spent 2 days on the phone trying to book an appointment. Gave up with the phone and set up an online request for phone call. After hearing nothing I gave up and now, months later I get a random message saying my doctor has booked me in with the physio next week. I've had no phone call from the doctor to discuss the problem and had no option with time or day. I can't just take a random day off work at the drop of a hat so I'm going to have to cancel the appointment and will probably not get another appointment for weeks. Why don't the doctors actually call you to discuss the problem and why did I spend ages setting up an online appointment , giving times I can attend an appointment? I got given a random appointment that I've already said is a time and day I can't do due to work without talking to anyone about the issue. Also had bad service when my toddler son was sick and had a nasty eye infection. The doctor obviously couldn't be bothered and just told us to go to boots and get the staff in there to diagnose the problem. The boots staff were great but we were in and out, on the phone and sending pictures from boots to the doctors and back all day. The doctors then prescribed over the phone without seeing him to use a steroid cream on his eye which says on the label do not use on face or on children of his age. What a shambles of a company
Visited July 2023
Review titled Haxby Group Practice
Replied on 24 July 2023
Thank you for sharing your experience with our practice. We are sorry to hear about your problems and would be happy to look into them for you. If you wish for us to assist you with your concerns then please email us at hnyicb-ny.haxbypatientexperience@nhs.net. Thank You Piotr Patient Experience Team
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Review titled Poor service
Rated 1 star out of 5
by Joana Mikneviciene - Posted on 20 July 2023
A very poor service. I rung this morning Haxby group at Orphard Health Centre to book an appointment due to my bad cough. Later on I received a message that clinician has reviewed my medical concern and advised a routine appointment. The message says they will contact me when an appointment becomes available within five weeks. They never take cough seriously and I was never given a diagnosis when I saw GP due to bad cough a few years ago .
Visited July 2023
Review titled Haxby Group Practice
Replied on 21 July 2023
Dear Ms Mikneviciene Thank you for your review if you would like to contact us at hnyicb-ny.haxbypatientexperience@nhs.net we will be happy to look into your concerns. Kind regards Karen Walton Patient Experience Team
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Review titled Poor Service
Rated 2 stars out of 5
by Simon - Posted on 04 June 2023
I have been trying to book an appointment for nearly a month to have blood samples taken for my 3 monthly diabetes check and a serum check and have not received a call back. I have made two calls to the surgery to try and make an appointment and was told I would be contacted back on both occasions but nothing no call backs no messages left. Tried to make another call 20 mins on hold yet I was number 1 in the queue! had to cancel the call to get back to work. Think I am going to change practices as the service from Haxby Group is terrible. I would not recommend to anyone
Visited May 2023
Review titled Haxby Group Practice
Replied on 07 June 2023
Thank you for your feedback. If you wish for us to look into your concerns, then please email us at hnyicb-ny.haxbypatientexperience@nhs.net and we will be happy to help. Kind Regards Piotr Patient Experience Team