Family Doctors
5 Austhorpe View, Halton, Leeds, West Yorkshire, LS15 8NNContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Family Doctors.
Reviews
-
Review titled 8-10 weeks for a doctors appt
Rated 1 star out of 5
by Anonymous - Posted on 18 August 2023
Half an hour to get through on the appointments line, only to be told the wait to see a doctor (or even get a call from a doctor) is 8-10 weeks. Triage available for emergencies but only with a nurse. Extremely poor service.
Visited August 2023
Review titled Family Doctors
Replied on 23 August 2023
Dear Anonymous Thank you for your feedback. However I am not sure this is regarding The Family Doctors Austhorpe View Surgery as we don't have a waiting list for any patients to be seen and our nurse does not do triage. As you have registered as anonymous I can't check to see you are a registered patient with us. However if you are please contact myself on 0113 2602262 and I would be happy to discuss this further. Regards Jacqui Coleman Practice Manager
-
Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 10 July 2023
Rang up at 12 noon, by 1.40 a doctor had rang me back. Problem sorted within an hour. Excellent service from receptionist to doctor
Visited July 2023
Review titled Family Doctors
Replied on 11 July 2023
Dear Anonymous Thank you for your feedback. I am pleased to read that you received excellent service. We are always looking at ways to improve our patient care so having positive feedback regarding our service shows we are working in the right direction. Although we have set times for consultations for patients we like to individualise and make sure every patient is listened to and not dismissed. Many Thanks Jacqui Coleman Practice Manager
-
Review titled Responding to concern
Rated 5 stars out of 5
by Anonymous - Posted on 26 July 2023
Initially the practice arranged a phone call appointment to assess the lesion on my mothers back that had recently grown and become sore. She lives alone,>90 years old and has no carer. My brother came 200 miles to explain the issue. The receptionist realised the problem and gave her an appointment with the nurse later that day. The nurse then arranged to see mum during her lunch that day. Both nurse & receptionist were extremely helpful. We just ask that all staff take into account social aspects of care. How can someone living alone accurately describe a lesion on their back ( and have to wait 2 weeks for that)? Ps please can you find a way to answer the phone more quickly? Big thank you to the helpful staff
Visited July 2023
Review titled Family Doctors
Replied on 01 August 2023
Dear Anonymous Thank you for your feedback. I am pleased to read that the nurse and receptionist were helpful however, we do have a process in place for elderly patients who live on their own, your mother should have been offered a home visit. Our HCA attends home visits weekly and could have taken the photos for the GP any concerns by the GP from the photos would result in a visit from the GP. I will make sure all our receptionist are aware of this process moving forward. Jacqui Coleman The Family Doctors
-
Review titled Generally great but some concerns
Rated 4 stars out of 5
by Anonymous - Posted on 31 July 2023
The doctor was helpful & responded to the physical side of the issue I raised. However , I raised some serious mental health concerns in an e-consult and these weren’t mentioned at all. This feels unsafe.
Visited July 2023
Review titled Family Doctors
Replied on 07 August 2023
Dear Anonymous Thank you for for review. I am disappointed that you feel that all your issues weren't mentioned. If you would like to re book an appointment and ask for double the GP will make sure they have time to cover all your needs. Regards Jacqui Coleman The Family Doctors
-
Review titled No service at all.
Rated 1 star out of 5
by Anonymous - Posted on 05 August 2023
Nobody ever answers the phone, when you go down to make appointments in person reception want to know everything about your condition before giving appointments weeks away. Different gp every time who are just not interested and are more concerned staring at their computer screens than talking to you.
Visited July 2023
Review titled Family Doctors
Replied on 07 August 2023
Dear Anonymous Thank you for your feedback. We are in the process of installing a new phone system which will hopefully improve the waiting times for answering the telephone. Unfortunately reception staff are now trained to signpost patients to make sure you received the correct treatment faster which is why they ask details for your appointment. This has been proven to be successful and has been adopted in all surgeries. We have 2 permanent GPs and you are welcome to ask to see a specific GP although waiting times might be longer. Regards Jacqui Coleman Practice Manager
-
Review titled Horrific booking system
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
I have been going to this practice for years, and the only reason I have stayed there is because the doctors are lovely and really helpful. Having said that trying to get an appointment is like pulling teeth, the phone system does not work, your phone can ring out, you can get stuck in a glitch and never move in a queue (I've waited an hour before), even when you do get through if the line is bad you can just be hung up on. I appreciate the NHS in general is understaffed and overworked, but the booking system is ridiculous. In order to get an appointment, I have to be calling the number of 3-5 phones in the hope one gets through and I'm able to make the appointment.
Visited July 2023
Review titled Family Doctors
Replied on 12 July 2023
Dear Anonymous Thank you for your feedback. I am disappointment to read you have struggles with contacting the surgery to book an appointment. We appreciate that there can be a wait when contacting the surgery especially early morning, we are looking at improving the service with a new telephone system which will be installed in the next couple of months. In the meantime we do offer other options to book an appointment at The family Doctors. We offer online booking, either through system one online or the NHS APP, we also use PATCHs which is an online system for you to complete and we will contact you with an appropriate appointment to suit your needs. I hope this helps with your frustrations of getting through via telephone and see a difference in the future. Regards Jacqui Coleman Practice Manager
-
Review titled Changes for the better at Malvern road are railside surgery
Rated 5 stars out of 5
by Anonymous - Posted on 25 January 2024
They are trying really hard to make improvements new receptionist are great and the practice manager of Malvin road and railside surgery will listen to any complaints you have ,she has been working there for years and not only is she dedicated to her job she also really cares about the patients so things are definitely improving
Visited June 2023
Review titled Family Doctors
Replied on 12 February 2024
Not Malvern Road surgery - We are The Family Doctors B86648 LS15 8NN
-
Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 29 June 2023
Professional prompt advice from the team following frustrating hunt at local pharmacies for elusive HRT. The team were proactive in responding to my request for help…. Thank you
Visited June 2023
Review titled Family Doctors
Replied on 03 July 2023
Dear Anonymous Thank you for your review. I am pleased to read that we have been able to help with the shortage of medication. We understand how important it is for patients to continue with treatment and when we are notified that there is a shortage of medication we still endeavour to meet patients needs where possible. Many Thanks Jacqui Coleman The Family Doctors
-
Review titled Disinterest
Rated 1 star out of 5
by Anonymous - Posted on 14 June 2023
Waited for 45 minutes in a call queue to be dismissed by reception staff and advised to go elsewhere.
Visited June 2023
Review titled Family Doctors
Replied on 21 June 2023
Dear Anonymous Thank you for your review. I apologise for the service you have received. We are constantly looking at ways to reduce the waiting time as I agree 45 minutes is not acceptable. There is no reason reception should have told you to go elsewhere, all reception staff are trained to triage and signpost, this provides patients with the best services available to their needs, however you should have been directed with enough information to make you feel that you have been listened to and are being sent to the best service for you. This will be reiterated with our receptionists. Jacqui Coleman Practice Manager
-
Review titled Amazing Practice
Rated 5 stars out of 5
by Mrs Doreen Jean Foster - Posted on 06 November 2023
I have enjoyed excellent service from this practice since registering in 2005. From May to September 2023 having sustained a nasty leg injury I was treated by the practice nurses at the surgery and the service I received from these nurses was superb and I will always be greatful to them for their care and expertise in achieving a successful outcome for me. Although I have centred this review on the nursing team I cannot leave out my GP who has provided me with excellent care over the years or the reception team at the surgery who are always so helpful. This is a superb and caring practice.
Visited May 2023
Review titled Family Doctors
Replied on 18 December 2023
Patient not registered at The Family Doctors Austhorpe View