Ling House Medical Centre - Ratings and reviews
Reviews
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Review titled Awful service and care
Rated 1 star out of 5
by Anonymous - Posted on 25 July 2023
I have been trying to call for the past 2 weeks to book an appointment for my son, calling in at 8.30am being the 49th person in the queue, requested a call back to be told there’s no appointments. I then was told to fill out the patches form which I did at 9am, the doctor responded asking me to call and book in an appointment, I called the surgery and told that I was not able to call and book and appointment and to call again tomorrow at 8.30 this has been an ongoing issue with this surgery and still keep trying for over 2 weeks and still not been given an appointment for a 4 year old child. I wouldn’t recommend this surgery or it’s doctors
Visited July 2023
Review titled Ling House Medical Centre
Replied on 17 August 2023
Dear Patient I am sorry to hear that you have had this very frustrating experience. As you are aware we are very busy and because of this we have now reduced the number of patients held in the queue before the option to press for the ring back function is offered. I took your experience of how you had been advised to complete a PATCHS request and then told via PATCHS to ring to make an appointment to our weekly GP meeting to discuss. This is because this situation should not happen, and I would like to apologise to you for the fact that it did happen in your case. In the meeting we agreed a protocol to put into place to ensure that this does not happen again. If you would like to discuss your complaint further, then please do not hesitate to contact me. Yours sincerely Sara Henderson-Flegg Assistant Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Sarah - Posted on 08 July 2023
I’ve just read some of the negative reviews from other patients and felt I had to show a different experience. I am lucky to be able to hang on for an hour, like I did yesterday, for an appointment as I work from home and have unlimited minutes on my phone plan. Once I got through and explained my health issue I was told someone would call me. They did, 10 minutes later and after that I got an appointment at 2pm to visit the practice. By 3pm I was at Airedale for a blood test, and by the time I came out of that I had a call booking me in for a chest x-ray in a couple of days. I was also referred to a specialist clinic. This was all arranged by one of the nurse practitioners, who in my opinion, do a fantastic job. This good experience wasn’t an isolated one, and although I share many of the frustrations felt by other people (which mean they unless I have at least an hour to spare to try and get through, and am free for the restive the day to take a call back, I don’t try and get an appointment that I really need) my experience of Ling House having been a patient for over 30 years is genuinely good. The patches explanation given in response to a previous review should be made clearer on the website though. I didn’t know that there is a limit to the number that can be submitted or that you can only do it between 9 & 12
Visited July 2023
Review titled Ling House Medical Centre
Replied on 13 July 2023
Dear Sarah Thank you for taking the time to write this complimentary review of the Practice. I will share it with all the Ling House Team. They find it a real boost when they know that they are appreciated. We do understand it can be time consuming and difficult to get appointments – we are all patients elsewhere too and struggle with the very same problems. With this in mind we try our best to make as many appointments available each day as we can and continually review ways to make the Practice as accessible as possible. (We do also have pre-bookable appointments and Patchs the on-line consultation services) I have taken onboard what you have said about the previous Patchs explanation, and our website has been amended to make this clearer. Kind regards Sara Henderson-Flegg Assistant Practice Manager
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Review titled Unable to access health care
Rated 1 star out of 5
by Anonymous - Posted on 26 July 2023
Terrible experience. Unable to get an appointment either by phone or via using patches .There is always a massive queue on the phone. Are there enough people answering or enough lines? I don't know what's changed but things have really gone downhill over the last year
Visited June 2023
Review titled Ling House Medical Centre
Replied on 17 August 2023
Dear Patient I am sorry that you feel you have had a terrible experience trying to get through to the surgery. As you are aware the surgery deals with a high volume of calls at peak times and I understand that this can be frustrating. To try and help with this we have placed a call back system in place. Each day we have more than 250 GP and Advanced Nurse Practioner appointments plus we have two GPs/ Advanced Nurse Practioners covering emergency appointments each weekday afternoon. PATCHS is available Monday to Friday from 9.00am to 12noon. However, the number of PATCHS queries availability varies from day to day and the service stays open until all the available slots have been used or 12noon. We do have at least 6 receptionists who answer the phones. If you would like to discuss your complaint further, then please do not hesitate to contact either myself or Caroline Rhodes our Patient Experience Manager. Yours sincerely Sara Henderson-Flegg Assistant Practice Manager
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Review titled Not good enough
Rated 1 star out of 5
by Jon V - Posted on 23 June 2023
I'm suffering with back pain and phoned this morning to try and get an appointment. I was number 49 in the queue, so I pressed the number for a call back. When the call came through my phone only rang twice, so by the time I took it out of my pocket to answer, the caller had ended. Had to go through the process again (42 in the queue this time, another callback requested). Caller said there were no appointments today and I couldn't make one for next week during this call because I have to phone back on the day. What a waste of time.
Visited June 2023
Review titled Ling House Medical Centre
Replied on 13 July 2023
Dear Patient I am sorry that you experienced a problem with the Ling House phone call back function. There can be a slight delay/ silence after you answer the call back. This is when the automated transfer / call back goes through to our receptionists for them to answer. I wonder if this why you thought the call had ended? I have tested this over several days and not found there to be a fault with it. Nor has anyone else reported this problem to date. Demand for appointments is always extremely high and I understand that you have found this frustrating. Please be assured that we do try our best to make as many appointments available as we can. If you wish to discuss your complaint further please do not hesitate to contact us on B83008.linghousemc@nhs.net. Kind regards Sara Henderson-Flegg Assistant Practice Manager
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Review titled Outstanding care
Rated 4 stars out of 5
by Anonymous - Posted on 18 October 2023
The care I was given by the nurse practitioner was outstanding. She was extremely kind and caring and listened to me. She made me feel valued and very comfortable when talking to her. She kept in contact with me and never made me feel uncomfortable or that I was wasting anybody’s time. I am very grateful to her and the team for the help and support I was given.
Visited June 2023
Review titled Ling House Medical Centre
Replied on 24 October 2023
Dear Patient, We are happy to see that you received great care from the Nurse Practitioner. This is very much appreciated and will be shared with the team. Thank you for sharing your experience with us. Kind regards Caroline Rhodes Patient Services Manager
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Review titled Travel Vaccinations
Rated 3 stars out of 5
by Anonymous - Posted on 20 July 2023
We required 3 travel vaccinations for forthcoming holidays. Whilst many might argue if you can afford to go on holiday you can afford to pay for travel vaccinations and to a large degree I agree. However the nhs website clearly states that the 3 needed are free on the nhs as the uk doesn't want these diseases bringing to the country. Ling House refused to give us these despite the nhs said gp surgeries were "required " to offer these free. The nhs further state "yes, all gp surgeries must offer a travel service". Why then have you refused? We today visited a chemist and paid for the vaccinations. Before the chemist gave us them the chemist said "you do know that these are free from your gp" but we told them you had refused. Why do you refuse when nhs says you are required to do so. Is your refusal illegal? I look forward to your reply
Visited May 2023
Review titled Ling House Medical Centre
Replied on 11 August 2023
Dear Patient I believe that you received a response to a separate letter of complaint that you sent from our Practice Manager confirming that Ling House Medical Centre does provide the NHS free travel vaccines. However, these are bookable based on the availability of our Practice Nurse appointments at the time of the request. Our process for booking travel vaccines is that when a patient requests travel vaccines, our reception team staff member will then provide a form for the patient to complete. When this has been completed and returned to the surgery our Practice Nurse will review the information on the form and select which vaccines are required. Reception is then requested by our Practice Nurse to book the patient in to see them. This process can take between 4-6 weeks. Yours sincerely Sara Henderson-Flegg Assistant Practice Manager
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Review titled The information given is just not correct.
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2023
Firstly I've been told by the practice receptionist that a call back feature exists via the phone lines. This is also stated in a reply to another review. This is categorically not the case. Secondly the phone message encourages patients to contact the surgery via patchs. Note that patchs should be capitalised but the review website will not allow that. The problem is and I quote "Ling House Medical Centre is currently unavailable for health problems on patchs ." Again the issue with patchs. Why aren't management checking on a daily basis that the information they are giving out is correct? It's to be hoped that once you get to speak, or see, a medical professional that they aren't so remiss.
Visited April 2023
Review titled Ling House Medical Centre
Replied on 19 May 2023
Dear Patient Thank you for taking the time to provide feedback to Ling House Medical Centre with the issues you are having with the telephone service and PATCHS. I am sincerely sorry to hear of your experience in trying to get through to the practice by telephone and trying to get an appointment. I wish to apologise for any distress this has caused you. Due to increasing demands on the system we have increased the number of receptionists answering the phones at peak times and worked with our telephone provider improve the service. Previously the system was set up so if all our lines were busy with calls the line would cut off. We have now increased the numbers of lines in the call queue from 30 to 50 and changed the queue time to over 40 minutes then you will be given an option to select 2 to request a call back. If these are all busy a message will be played advising all lines are busy and to try again later. PATCHS is open Monday to Friday from 9.00am to 12noon. The available slots are released in a morning and PATCHS service stays open until all the slots have been used. This will vary from day to day and will depend on demand/capacity on the day and the number of requests received. I hope this response has helped provide you with answers to your concerns and if you have any further questions, please contact the surgery via email (B83008.linghousemc@nhs.net). Kind regards Caroline Patient Services Manager
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Review titled Better than usual.
Rated 1 star out of 5
by Anonymous - Posted on 18 April 2023
I managed to get an appointment, hurrah! A previous reply by Linghouse states that the system allows you to request a call back. It doesn't, it didn't and I checked at the surgery it wasn't, and whenever I've telephoned it never has. My visit with the doctor was absolutely fine. However a few things need noting ; the surgery no longer offers econsult yet posters remained. I was particularly vexed at the treatment a couple and their very clearly intellectually challenged son received. They were running a few minutes late and explained that the doctor expected that might be the case. The receptionist was frosty and told them that the doctor would not see them. They explained, again, and asked that the receptionist ask the doctor the question. The receptionist was, again frosty, explaining that there son was not a child but an adult! I have never heard such nonsense 18 and above he may have been but make no mistake this person was a vulnerable adult. I note the zero tolerance letter and agree with it but note that it should apply to the treatment of patients and their family too. What a pity I'd have given a three star review if this hadn't occurred. I also complied with Linghouses online covid requests in the form of a mask. If the surgery do not enforce this amongst staff, and they don't, then it really needs removing. Perhaps a statement advising patients that wearing a mask is best practice.
Visited April 2023
Review titled Ling House Medical Centre
Replied on 11 May 2023
Dear Patient, Thank you for taking the time to put a review on NHS choices raising issues about the telephone system, reception, and the wearing of masks. I have investigated the issues you have raised. With regard to the telephone system not letting you request a call back we have worked with our telephone provider to resolve the issue of the calls cutting off when selecting option 2. Previously the system was set up so if all our lines were busy with calls the line would cut off. We have now increased the numbers of lines in the call queue from 30 to 50 and if these are all busy a message will be played advising all lines are busy and to try again later. Also, we have changed the queue time, so if a patient is in the queue and going to be waiting over 40minutes then you will get a message giving you the option to select number 2 for a call back. We have now removed all the E-consult posters from the surgery and would like to thank you for highlighting this to us. Regarding the issue in reception, without further details I am unable to investigate this without further details being provided. Online COVID requests – This is under review and redevelopment with our website provider and will be completed by them directly. Unfortunately, due to this feedback being anonymous I am unable to answer all your queries, however I hope this response has helped provide you with answers to your concerns and if you have any further questions, please email me at the surgery on B83008.linghousemc@nhs.net. Kind regards Caroline Patient Services Manager
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Review titled Unable to access primary health care at this surgery.
Rated 1 star out of 5
by Anonymous - Posted on 14 April 2023
Phoned feeling like I had a swollen heart. Told by the receptionist that they 'were full'. How absurd of me to think I might actually be able to access health care at this facility. Just not good enough. This surgery should be placed in special measures.
Visited April 2023
Review titled Ling House Medical Centre
Replied on 26 April 2023
Thank you for taking the time to leave a review. I am sorry to learn of your experience with the practice. If you would like me to look into this further please could you email me your details to B83008.linghousemc@nhs.net. Kind regards Patient Services Manager Ling House Medical Centre
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Review titled poor patient care & lack of diversity inclusion
Rated 1 star out of 5
by Nazia - Posted on 29 March 2023
I rang the surgery at 8.30am when it opened and was told I was number 42 in the queue. I finally spoke to reception staff after one hour 20 minutes in the queue. My mum had a phone review with nurse and interpreter yesterday but did not receive a call, I was told systems were down and that was the reason. Asked if staff could call my mum and rearrange as my mum was experiencing some side affects of the diabetic medication she was on and I had highlighted this when I had confirmed the appointment a week prior. Was told she would have to ring up tomorrow, explained she had language barriers and was told a family member could ring up, explained all her children worked and it had taken nearly an hour and half to get through. This was an appointment missed by professionals so why could they not contact to rearrange, was told there are over 20,000 patients and they did not have time. Patient care at its worst, vulnerable patients falling through net as there is no time to rebook appointment that have been missed by systems going down. Also can I ask where there is no language provision on reception. A large patient clientele of North Street were from the minority background but there are no receptionists speaking other languages at Ling House. Very disappointed today and sad for vulnerable patients who face barriers such as language and long phone queues and give up to the detriment of their health.
Visited March 2023
Review titled Ling House Medical Centre
Replied on 31 March 2023
Dear Nazia, We are sorry to hear about the issues you recently experienced on the morning of 29th March 2023. Unfortunately, due to circumstances beyond our control we have been experiencing major IT outage since the afternoon of Tuesday 28th March and this is still massively affecting our services. Due to this we are only able to provide a limited service. The I.T. engineers are currently working hard to resolve this issue. We did not have access to our computer, had little capacity and a high patient demand, so we prioritised acute emergencies on the day. You mentioned about the language barrier and contacting reception. We do have receptionists working on the phones/reception at Ling House Medical Centre and North Street Surgery who speak Punjabi/Urdu and Bengali and you can always request to speak to a receptionist who meets your needs as required. As we are unable to identify your mum or yourself for us to contact you directly to discuss the case, we kindly ask for you to contact the surgery and leave your details for me to call you back. You can email your details rather than hold onto the phones to B83008.linghousemc@nhs.net Kind regards Caroline Rhodes Patient Services Manager