Ling House Medical Centre
49 Scott Street, Keighley, West Yorkshire, BD21 2JHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor experience
Rated 1 star out of 5
by Anonymous - Posted on 13 April 2023
Reception staff member was abrupt and rude. No compassion when speaking with me. The answer to everything is “you’ll have to ring at 8.30am”. I also noted Reception staff were ringing patients relaying confidential information about medications and test results in the reception area, they asked the person answering the phone if they were Mr X or Mrs Y so everyone could hear therefore, no patient confidentiality. There could be family members or friends in the waiting area overhearing what should be a private conversation.
Visited February 2023
Review titled Ling House Medical Centre
Replied on 28 April 2023
Thank you for taking the time to contact the practice. I am concerned to hear of your experience with the receptionist and overhearing confidential information in the reception area. I would like to look into this matter further but need some more information so that I can investigate this. Please can you email (B83008.linghousemc@nhs.net) your details along with date and time this occurred and if at Ling House Medical Centre or North Street Surgery? Kind regards Caroline Patient Services Manager Ling House Medical Centre
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Review titled Not able to receive primary care.
Rated 1 star out of 5
by Anonymous - Posted on 02 January 2023
I am not able to receive primary care at Linghouse medical centre. Why? I am unable to make an appointment. Why am I unable to make an appointment? You have to make an appointment by telephone. I understand this is extremely difficult to do at the best of times, however, I have an extremely small income and do not have a contract mobile phone or a free minutes household phone. Therefore when I telephone the surgery and am 19th in the queue it takes my whole years credit up just to reach 15th. I'm not joking. If I'm not able to even contact Linghouse medical centre, they don't have a public email address, then what am I to do? Tip up at A&E? Maybe Linghouse accept walkings? I was also unable to book my MOT when, a few years ago, I turned 50, I couldn't get past the receptionist!
Visited January 2023
Review titled Ling House Medical Centre
Replied on 20 January 2023
Dear patient, Firstly, may we offer our sincere apologies for any anxiety or stress this has caused you, as this is not our intention. We always aim to provide high quality and patient focused care and we welcome feedback from patients when they think we have not done this. We understand the frustrations of the phone system especially at the busiest periods and thank you for highlighting the issues you are having. Due to patient feedback, we had a new phone system installed and over a period of several months we made changes to the system. We are trying to manage the flow of patients coming through to the practice so we can answer in a timely manner; we also have the option of you pressing number 2 (which keeps your call in the queue position) for a call back once you are in the system which has been a positive move. You also have the option of booking an appointment online or contacting the practice by e-consult via our website or use the NHS App to book appointments, order repeat prescriptions and access a range of other healthcare services. 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 contact the surgery, and ask to speak to me. Kind regards, Caroline Rhodes Patient Services Manager
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
I am absolutely fuming. I rang the surgery to request an appointment which took 45 minutes. In which she replied it’s emergency appointments only. I told her the situation and how the GP and Rheumatologist said please see your GP if the problem persists. I explained it may not be a medical emergency to you but it is to me. In which she replied, “we are only dealing with infections today”. So after explaining my problem is getting worse and having a great impact and the GP has asked to book in she refused to give me one. Well done to the receptionist being more qualified than the GP’s over at ling house. She then gave an e consult and fobbed me off as the link does not even work. This isn’t the first time they have done this. It’s disgusting how they assume they know my illness better than me. I would never recommend anyone to join ling house.
Visited December 2022
Ling House Medical Centre has not yet replied.
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Review titled Non existant phone lines
Rated 1 star out of 5
by Anonymous - Posted on 21 December 2022
Been trying to contact the surgery, but it is near impossible to get through to anyone beyond the automated service. For appoints you are asked to call in at 0830am, this is not always possible for workers who may start earlier. And on the occasions i have called i have not got past the automated service, i want to ask a question and none of the options allow me to get through to anyone its so frustrating. I hardly go to the doctors as i understand they are busy and do not want to waste an appointment for someone who will need it. Ive even tried different times of the day to no use. I never write reviews but this really needs looking into. A long time ago i would be able to book advance- late night appoints on certain days. Now the surgery is less accomodating. Such a shame as when i managed to see a doctor they are good, since the changeover it seems to have gone downhill.
Visited December 2022
Ling House Medical Centre has not yet replied.
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Review titled No care or treatment
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
Long term issues recurring after Covid where I have had tests. But no results have been communicated, no way to get thro on phone (too busy), no e consult available at 11.30 am (before the cut off point). A very poor standard of patient care.
Visited November 2022
Ling House Medical Centre has not yet replied.
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Review titled A brilliant and efficient service
by turkeygd97 - Posted on 29 August 2022
I hope you can get my story to the organisations involved as I want to say thank you for brilliant, speedy and kind service - especially when the NHS is under such pressure. I rang my GP one morning a couple of weeks ago - Ling House in Keighley, West Yorks - about a lump on my head. My hairdresser had seen it and suggested I needed to get it checked out. Within the hour an advanced care practitioner called me back, asked some questions and gave me an appointment to go in that afternoon. She looked and said it was difficult for her to tell if it's benign and that she would refer me to the dermatology clinic at the local hospital. That afternoon I received a text from the hospital with an appointment for 8 days later - on a Saturday. I was seen promptly at the hospital that Saturday - Bradford Teaching Hospitals - St Lukes Hospital - a little before my appointment time - by a friendly doctor who told me it is benign - and that a similar lump on my leg is the same. What brilliant, efficient service from the NHS.
Visited August 2022
Provided by Care opinion
Ling House Medical Centre has not yet replied.
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Review titled Poor telephone lines
Rated 1 star out of 5
by Anonymous - Posted on 15 June 2022
I have been trying for almost 2 weeks now to get an appointment and no luck, the line never goes through and always cuts off. The only time I managed to get through is at 3.30pm 1 afternoon, only to be told there are no appointments left and to ring back at 8.30am. I even tried through the NHS app via an e-consult, only to be told to call back at 8.30am the next day for an appointment. I don't understand how anyone actually gets to see anyone at that practice, I can't even get onto the call queue. I've been reading the previous reviews and I do understand the practice is very busy and it is hoping to get a new phone system but I don't think that's the issue here. The issue is only having on the day appointments, it would make sense to be able to book a few days in advance and to have slots available on the day for emergency appointments. Gaining a new phone system is an obvious point, but we have been told this will be happening for almost a year now and nothing has happened. I also saw on your website, you are accepting new patients - why advertise this when you are not able to see your current number of patients ? In short, please change your current appointments booking system because it is simply not working.
Visited May 2022
Review titled Ling House Medical Centre
Replied on 27 June 2022
Dear Patient From your comment I see that that you are already aware that our phone lines are incredibly busy, and I am sorry that you have struggled to get through. As you are aware we are close to obtaining a new phone system which will be much better. Please be aware though we still will only have the same number of staff answering the phones, but the actual phone system will be much more robust and fit for purpose. Each day we have more than 250 GP and Advanced Nurse Practioner appointments plus we have two GPs/ Advanced Nurse Practioners covering emergency appointments/visits each weekday afternoon. We do have pre-bookable appointments available, but these are popular and do tend to get booked up quickly. We also have extended access telephone appointments available on Tuesday evenings, Saturday and Sunday mornings which are available to pre-book up to two weeks in advance If you wish to discuss your complaint further, please do not hesitate to contact Gillian Edwards the Practice Manager or myself. Yours sincerely Sara Henderson-Flegg Assistant Practice Manager
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Review titled Appoitment
Rated 3 stars out of 5
by Anonymous - Posted on 16 May 2022
Calling for weeks. Line all time busy, I'm not even in que that day when calling. Line cannot be busy all time. When came to practise to ask for appoitment and explained that cannot make it by phone, phone haven't rang single time!!! Miracle? Don't think so. Look like cheating. Will NHS pay me back ticket and doctor visit costs if because of that need to go to another country??? Situation is not normal. Lot people have same problem.
Visited May 2022
Review titled Ling House Medical Centre
Replied on 23 May 2022
Dear Patient In response to your comment, I can confirm that our phone lines are incredibly busy, and we realise it can be frustrating at times trying to get through. As I have said in previous comments, we are looking at obtaining a new phone system, but this isn’t the quick fix that we were hoping it was going to be. When you came into our reception area you will not have been able to see the room where all our receptionist’s man the phones. The phone on the reception desk is only there for the use of the receptionist in case urgent help is required or she needs to query something with one of the clinicians. It does not take incoming calls. If you wish to discuss your complaint further, please do not hesitate to contact Gillian Edwards the Practice Manager or myself. Yours sincerely Sara Henderson-Flegg Assistant Practice Manager