Shipley Medical Practice-Affinity Care - Ratings and reviews
Reviews
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Review titled Receptionist interrupted, belittled and was unhelpful
Rated 1 star out of 5
by Clifford Eve - Posted on 08 September 2023
Called because I worked out my next order of a prescription that I would get would not cover me while I was overseas in November. NHS app and Airmid app wouldn't let me book so called up to try and get a quick call with the GP. After a while the receptionist answered and as soon as I said the work prescription she replied that I shouldn't have called, I should have walked in or used the app, both which don't work. I then explained it wasn't to get a new prescription, it was to slightly extend one I would be getting. She then decided to let me know, once again, I shouldn't have called but she will do me a favour and give me my prescription. A third time I said it wasn't for a new or existing prescription, it was for *when* I get new prescription it would be too short and would run out before my trip ended and I wanted to talk to my GP about extending it. She then said I'd have to walk in, and that I could only do that talking to people behind the counter. If she hadn't kept butting in, talking down to me and doing her job I couldn't had a quick telephone call to check the details with my GP, but instead decided I have to go out of my way so she can avoid doing her job. I hate this practice, it is so hard to get even the most basic, quickest check ups with my GP.
Visited September 2023
Review titled Shipley Medical Practice-Affinity Care
Replied on 13 September 2023
Dear Mr Eve, we are very sorry to hear that you have had struggled with your recent prescription request. We have arranged for one of our clinicians to telephone you later on today. We have also spoken with the care navigator involved and provided her with extra training. Again our apologies. Shipley medical centre
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Review titled Always helpful and caring
Rated 5 stars out of 5
by Monika S - Posted on 13 June 2023
I have used their services a lot for myself and family. Doctors are polite, professional with good listening skills. Telephone consultations or appointments easily available and immediate. Receptionists are also good and nothing is too difficult for them. Thank you so much for being so good and keep up with a great job. I'm so thankful for everything you do.
Visited June 2023
Review titled Shipley Medical Practice-Affinity Care
Replied on 14 June 2023
Dear Monika, thank you so much for this wonderful review. We will feed it back to our team. We all work really hard to improve access and take care of our patients, so it's lovely to know our efforts are appreciated.
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Review titled Apparently nobody works here or answers phones
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2023
Absolutely impossible to get hold of this surgery via phone. Be prepared to sit listening to the same 3-second snatch of music over and over and over (I'm on my 2nd attempt of the day and the call-waiting time is currently at 37 minutes while the 1st attempt was at 48 minutes - an hour and a half and absolutely no idea whether this line is even monitored). As others have noted, the receptionists are rude and unfriendly. As a brand new patient, I was issued a prescription for the attached pharmacy and was told to wait for 10 minutes while it was set up. When, after 40 minutes, I asked the receptionist for an update, she scowled at me, acted like I should somehow already know their practices, and said that prescriptions could take up to 48 hours to process so why was I even asking? I had to push for her to bother entering my details - arguing that I was pretty sure the nurse hadn't expected me to wait in reception for 48 hours - at which point she announced - as if I had done something wrong - that the prescription was ready for collection. "It's all done by computer nowadays!" she called out as I thanked her and left. Well the computer didn't get up and tell me the prescription was ready, did it dear? Abominable lack of patient focus and customer service. Quite shocking, really.
Visited May 2023
Review titled Shipley Medical Practice-Affinity Care
Replied on 17 May 2023
Dear patient, we apologise for your experience of our service. We are currently training new receptionists to reduce the call waiting times. If you would like us to investigate your complaint further, please come down to the surgery and ask to speak to the patient services manager.
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Review titled Toe nail removal
by caelumff47 - Posted on 09 June 2023
I went to have 2 big toe nails removed at Shipley Medical Centre and I was in a panic to begin with but the two nurses helped me all the way through it and calmed me down and got me through it even though I ended up only having 1 done. They were very professional
Visited May 2023
Provided by Care opinion
Review titled Shipley Medical Practice-Affinity Care
Replied on 12 June 2023
Dear caelumff47, thank you for your kind review. We have passed your comments on to the team involved.
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Review titled Almost impossible to get through
Rated 1 star out of 5
by Kathryn - Posted on 25 April 2023
Almost impossible to get through on the telephone even at 8am in the morning. On the telephone you select option 1 for appointments then get told automatically that it's busy and are cut off. You cannot be left on hold and kept in a queue. Never able to book online appointments, this has been the case for 3 years or more. At one time they did a call back option but this has stopped. Not sure how anyone gets to see a doctor at this practice. Complete failure of a practice as you can't even get through on the phone to even get an appointment.
Visited April 2023
Review titled Shipley Medical Practice-Affinity Care
Replied on 26 April 2023
Dear Kathryn, we are very sorry that you have found it difficult to contact the surgery. We are in the process of introducing more online appointments and we have a new messaging system called patchs, which is available on the front page of our website. We have also recruited more reception staff and have changed our phone systems to accommodate large call volumes. Again, our apologies.
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Review titled Receptionist
Rated 1 star out of 5
by Paula craven - Posted on 03 April 2023
After waiting on the phone for what seems like forever I get threw to the receptionist who was extremely rude didn't care at all that I was poorly didn't do anything to help me at all told me there is no appointments and no call back so basically it's tuff then slammed the phone down absolutely disgusting this used to be such a good doctors but not anymore they don't care about there patients at all
Visited April 2023
Review titled Shipley Medical Practice-Affinity Care
Replied on 06 April 2023
Dear Paula, we are so very sorry you have had this experience. Please contact the patients services manager by telephone, or in writing, information is available on our website, so we can endeavour to resolve this for you, as we aim to provide excellent care to our patients.
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Review titled Not fit for purpose
Rated 2 stars out of 5
by Anonymous - Posted on 22 November 2022
Unable to get a reply on the phone, spent all morning to be told repeatedly by machine to "try again later". Eventually I gave up and rang 111, who answered quite quickly, spent time discussing the problem, then managed somehow to arrange a telephone appointment with the surgery within 2 hours. This 111 service is not to stand in for incompetent surgeries.
Visited November 2022
Review titled Shipley Medical Practice-Affinity Care
Replied on 23 November 2022
Thank you for your feedback and I apologise for the difficulties you have faced contacting us. The telephone lines are busy and we understand how frustrating this can be and have put steps in place to remedy this situation. Please do not hesitate to use the e-consult service via our website after 2pm, or download the airmid app if your issue supports these methods of communication and I am very happy to discuss your concerns. Lucy Kerrell Patient Services Manager
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Review titled Efficient and friendly
Rated 5 stars out of 5
by Lucy Cooke - Posted on 20 October 2022
I don’t go often to the doctors but when I do this practice has been amazing. I’ve been with them for 15 years and they’ve never let me down. They have some really amazing doctors one of which I recently saw who sent me for tests and was very reassuring and above all else was just so kind and lovely and the nurse I saw recently for my smear deserves to have a Damehood for her caring professional expertise. No complaints from me and there hasn’t been for 15 years.
Visited October 2022
Review titled Shipley Medical Practice-Affinity Care
Replied on 20 October 2022
Thank you for your wonderful review. It's refreshing to hear and we will pass this on to our team.
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Review titled Unbelievable girls at the Alerton practice so helpful
Rated 5 stars out of 5
by David Haggerty - Posted on 07 November 2022
Made me feel at ease and gave me plenty of information about what was happening with my toe and forward all information to Airdale and now waiting to see specialist and without there help could have lost my toe so a big thank you to all the girls for caring xx
Visited October 2022
Review titled Shipley Medical Practice-Affinity Care
Replied on 23 November 2022
Thank you for this review but this is Shipley Medical Practice. Could you repost this review on the Airedale site, so they will benefit from this lovely feedback?
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Review titled Absolutely shocking
Rated 1 star out of 5
by Anonymous - Posted on 05 September 2022
I tried from 8 o'clock in the morning to make an appointment The phone just says line is busy try again later and cuts off. I tried from 8 - 1pm same throughout for 5hours. I also tried to get through 2 other options and they did exactly the same and cut off. This is not the first time this has happened. This has happened everything I have tried to call. The online booking system doesn't even work either. So what is the point of your medical centre when you can't even get through to anyone. Paying Tax for what service. No customer care what's so ever. I wouldn't even give it a 1 star that would be very generous if I even give it a 1 star. Might as well close the place down. I will even give you my full support and hands on for closing the place down
Visited September 2022
Review titled Shipley Medical Practice-Affinity Care
Replied on 06 September 2022
Thank you for your feedback and I do apologise that you have had difficulties in contacting us. The telephone lines are busy and we understand the frustration this causes. Please do not hesitate to use the e-consult service via our website after 2pm, or download the airmid app if your issue supports these methods of communication and I am very happy to discuss your concerns. Patient Services Manager