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 Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 02 October 2024
Booked two phone call appointments both times not even bothered to ring!!! No wonder voted one of the worst in West Yorkshire.
Visited September 2024
Review titled Ling House Medical Centre
Replied on 02 October 2024
Dear Patient, Thank you for your feedback. I'm sorry to hear about this. Please feel free to contact me directly so I can investigate the matter further. Kind regards Caroline Patient Services Manager
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Review titled Awful communication and attitude of reception
Rated 1 star out of 5
by Anonymous - Posted on 28 August 2024
I rang 150 times on27/8/24 starting from 8am and until 8.40am it kept going to NHS website. After that it was busy and I opted for call back option. When I got through I explained that a medication review had been booked in for next week and as soon as I realised I could not order a repeat and yes it was my fault but I had no medication after today. The receptionist took note of medication and said she would sort out, was pleasant. I rang pharmacy where my prescription goes and they informed me that it had not been received. I rang and spoke to reception and was told that it would be signed of at end of day and sent off and it was a 72 hour process and why did I not order meds 2 weeks before running out. Explained it was an emergency and why could it not have been signed by gp yesterday, was told that there were 20,000 other patients with emergencies. Found attitude extremely rude and judgemental. Staff and GP have found to be good and patient manner but cannot say same of some reception staff.
Visited August 2024
Review titled Ling House Medical Centre
Replied on 29 August 2024
Dear Patient, Thank you for your feedback. We are sincerely sorry for the poor experience you had over the phone with our reception team. We strive to provide the best service possible and that we did not meet your expectations this time. Please note that our phone lines open at 8.30am every weekday and apologise for any inconvenience you may have encountered when trying to reach us. Our phone lines have been extremely busy following the bank holiday weekend, as we often experience a high demand for appointments during this time. Unfortunately, we were also short staffed due to unexpected sickness, which further impacted our ability to answer the calls as quickly as we would like. We understand how frustrating this must have been and we truly appreciate your patience and understanding Should you wish this matter to be investigated further, then please do not hesitate to contact me. Yours sincerely, Caroline Patient Services Manager
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Review titled Awful experience
Rated 1 star out of 5
by Ahmed - Posted on 05 June 2024
Shocking that a receptionsit thinks it is ok to be so rude and condescending and then hang up on a patient who has just been on hold for over 30mins. Shown a disgusting attitude by reception and when chellenged on it said not being rude and then followed up with yes i am being rude because you didnt say pls or thank you! Manners are nice but not compulsory and by no means an excuse to be so rude to a patient. If you can't deal with no pls or thank you then your in the wrong job. Seems like ling house will rake anyone on without any repercussions to those who aren't performing to the required standard. Joke of a service. Only running because people have no choice...
Visited June 2024
Review titled Ling House Medical Centre
Replied on 06 June 2024
Dear Ahmed, Thank you for taking the time to leave a review and bringing this to our attention. I am sorry to learn of your experience with the receptionist and would like to apologise for any distress this may have caused. We welcome patient feedback and would like to investigate this further. All our calls are recorded, and we will be only too happy to listen to the call and take the necessary action, Please can you send me your full details and further information in writing or via email to B83008.linghousemc@nhs.net. Kind regards Caroline, Patient Services Manager.
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Review titled Alarmingly inflexible
Rated 1 star out of 5
by Anonymous - Posted on 15 April 2024
I just arrived 5 mins late for my blood test, but was told at reception that I could no longer see the nurse for this. Much of this 5 minutes was taken up by a very full car-park for Ling House, meaning I had to park further away and walk to the surgery. I accept however that I do have to set off earlier in future. I explained to the receptionist that I had to leave work in Shipley and use my lunch-break to get to the appointment. However, there was nothing she could do to accommodate me given I had missed my slot by 5 mins. This is incredibly disappointing as I will have to again miss my lunch break and travel back in for the replacement blood test that I have been given next week. In addition, given that I have lost several hundred hours in the past in the waiting room of Ling House, due to late-running doctors and nurses, I find it incredibly harsh that I could not have been seen at some stage once I had arrived. I realise that there are many many SLA's for the NHS to meet given the backlogs now being faced, but this completely inflexible approach is harsh, counter-productive and will generate greater ill-feeling towards the NHS than any faith it might restore.
Visited April 2024
Review titled Ling House Medical Centre
Replied on 19 June 2024
Dear Patient, Thank you for bringing your concerns to our attention. We understand your frustration regarding the missed appointment for your blood test, our aim is to provide timely and efficient care for all our patients, and we regret that this was not your experience. Our appointment system is structured to accommodate as many patients as possible, and even a few minutes delay can disrupt the workflow, potentially impacting other patient’s appointments. The clinician will, if possible, see patients who arrive late for an appointment if they have the capacity and at their discretion. We apologise for any inconvenience this may have caused and appreciate your understanding. Kind regards, Caroline Patient Services Manager
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Review titled Confusion re blood testing
Rated 3 stars out of 5
by Anonymous - Posted on 15 March 2024
My gp asked me to have blood tests. I went to collect my blood form from the surgery to be told I have to have the test there. It's far easier for me to have the test at the hospital, but I was told this option is no longer available as the hospital no longer have a contract to take blood from the surgeries patients. I rung Airedale phlebotomy to be told I am welcome to have my bloods taken there and they made me an appointment which is much more convenient for me as it ties in to another hospital appointment I have. I also overheard the receptionist refusing to give another patient their own blood form so they could also have their test at the hospital. What's going on here ?
Visited March 2024
Review titled Ling House Medical Centre
Replied on 21 March 2024
Dear Patient, Thank you for taking the time to leave a review and bringing this to our attention. I was extremely sorry to learn of your experience with the receptionist and would like to apologise for any distress this may have caused. I have raised and discussed this issue with the reception team at our monthly training afternoon. The team have been reminded of the process and that patients do have the option to book an appointment to have blood tests at Airedale General Hospital. If you would like to discuss your complaint further, then please do not hesitate to contact me. Kind regards Caroline Patient Services Manager
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Review titled Attitude stinks
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2024
Rude when talking to u..if asked something attitude is shown..very unprofessional...need to be taught some manners..how the surgery manger employees people like that is last me..never seem to get an appointment
Visited March 2024
Review titled Ling House Medical Centre
Replied on 19 April 2024
Dear Patient, The reception team works really hard every day to help patients and they do their absolute best in an extremely challenging job. If you feel you have been wrongly treated by a member of the team, please do not hesitate to contact us, all our calls are recorded, and we will be only too happy to listen to the call and take the necessary action. Our receptionists you spoke to work extremely hard every day to help patients and they do their very best in an extremely challenging job. They must follow procedures put in place by the practice management team based on the resources available to us on any given day. Ling House Medical Centre experiences high demands each day and appointments for the day are filled very quickly. Appointments are released each morning at 8.30am for patients to call and book by telephone or submit an online consultation request via PATCHS on our website. We also provide pre-booked appointments online (System Online) that are directly bookable but again these are booked up quickly. Online PATCHS requests are also based on our availability and once capacity has been met then they are not available on our website until the next working day. Our practice policy is to book appointments via phone or online via PATCHS or Systmone online. We have a dedicated team of receptionists answering the phone from 8.30am to 6.00pm Monday to Friday who will book you an appointment accordingly. Again, this depends on demand, appointments available and medical needs. On an average day we can receive upto 1,740 calls and the average wait time is 29 minutes. We have added the option for patients to request a call back and increased the number of staff answering calls at peak times. We also have a formal complaints procedure should you have a complaint about the service or about any member of our team. You can access details of our complaints process from our website https://www.linghousemedicalcentre.nhs.uk/. Kind Regards, Caroline Patient Services Manager
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Review titled Exceptional patient care
Rated 5 stars out of 5
by Rosanna Ferrazzano - Posted on 13 December 2023
I agree that it can be frustrating trying to get an appointment but once you have persevered the care provided by the GP and nurses is second to none. I am not one to see my doctor unless I have exhausted all avenues because I appreciate the NHS is under immense pressure. I don't always feel that the people working tirelessly to make a difference receive the credit they deserve. My experience has been nothing but exceptional, these people genuinely care, I feel lucky to be cared for by the people who work at this surgery. Thank you, you are appreciated and I think you need to know this!!!!
Visited December 2023
Review titled Ling House Medical Centre
Replied on 21 March 2024
Dear Rosanna Ferrazzano, We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Caroline Patient Services Manager
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Review titled Not fulfilling the requirements of the patients
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2023
After leaving a review for the surgery today, I wanted to see if other patients have had the similar problems as me.I wasn’t surprised to find people have already complained about the appointment situation.However the surgery manager mentioned in their reply that this will be the protocol for the meeting and will followed up.I’m still having the same problem today! Obviously it’s not been addressed!!!Also I was advised that put my medical issue in the patches and a doctor respond but the patches message since last week states that it is currently unavailable and that was 8:30 in the morning!!! I think this surgery needs to reported to the medical council for how the patient can’t access basic health needs!!As having read the previous peoples reviews they've encountered similar problem as me but nothing has been done about it so therefore it needs to be reported and I’m positive I won’t be the only one.
Visited October 2023
Review titled Ling House Medical Centre
Replied on 27 October 2023
Dear Patient, I am sorry to learn that you are still experiencing problems with our appointment/PATCHS system. We have discussed PATCHS process with the team on numerous occasions at our weekly meeting. It was agreed by the GP Partners that the request must be actioned by the clinician and not to send a message to the patient requesting them to ring and make an appointment. Due to your feedback being anonymous we are unable to track and audit the pathway your PATCHS request took. Please can you email the surgery on B83008.linghousemc@bradford.nhs.uk with your name and full details to enable us to investigate this. Ling House Medical Centre is experiencing high demands each day and appointments for the day are filled up very quickly. Appointments are released each morning at 8.30am for patients to call and book by telephone or submit an online consultation request via PATCHS (Available from 9.00am) on our website. We also provide pre-booked appointments online that are directly bookable but again these are booked up quickly. Online PATCHS requests are also based on our availability and once capacity has been met then they are not available on our website until the next working day. Kind Regards, Patient Services Manager
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Review titled Illogical system for making appointments
Rated 3 stars out of 5
by Anonymous - Posted on 20 October 2023
I've been with this practice for over 20 years, &, in general, have been happy with the level of care & standard of service. However, whilst out last week, I visited in person as I'd had a message saying I needed to make an appointment to discuss results of a blood test I'd recently had. When I eventually made it to the front of the queue (after about 15 mins) I was informed by the receptionist that patients can no longer make appointments in person & pointed out a poster on the window to that effect) She told me I had to ring (or book online probably) I'm sure I was told she couldn't book it as her name would be against it (???) I'm a reasonably intelligent person but cannot for the life of me see any logic in this whatsoever & must be a policy recently adopted as I've done this many times before without any hassle. I don't know if this policy is specific to this surgery or is current practice in the NHS, but either way it needs looking at. So I now need to make an appointment either by going online or ringing & possibly waiting ages for phone to be answered, even though I've been in surgery asking for an appointment!
Visited October 2023
Review titled Ling House Medical Centre
Replied on 02 November 2023
Dear Patient, Thank you for taking the time to leave a review. I am sorry to that you are not happy with the service you received when you attended surgery in person to book an appointment to discuss your blood results. The practice went to telephone contact only at the beginning of COVID. Due to the demands on reception desk; it was discussed and agreed that patients are to book appointments via phone, online via PATCHS, or Systmone online. This is to reduce the queue at reception to enable the receptionist to deal with booking patients in for appointments and any other queries. If you would like to discuss your complaint further, then please do not hesitate to contact me. Kind regards Patient Services Manager
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Review titled Awful,Awful
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2023
Been trying get an appointment only for phone to be constantly.Review needs to be conducted into to the level of care patients are receiving from this GP practise as this is completely unacceptable. Failing to provide adequate support in times of needs can be extremely harmful especially with young children.Staff are rude, when they ask you to discuss your medical needs with the receptionist!!Who advises you to go to the pharmacy!!I am surprised this practice is actually given the license to operate!! It needs to be reported for further investigation how they deal with patients and booking system on daily basis!! Been trying to get an appointment since last week but today took the time off work so I can get through to them after nine but still didn’t get the appointment!!The only choice have is to go A & E., adding more pressure and workload to them!!
Visited October 2023
Review titled Ling House Medical Centre
Replied on 16 October 2023
Dear Patient I am sorry that you have not had a good experience trying to get through to the Practice. I understand it can be very frustrating to get through to the surgery when the lines first open. In the first hour alone, demand for appointments is so high that we can receive hundreds of calls. To help with this we have as many staff answering the phone as we can at that time. I am also sorry that you have found the staff rude. Our aim to be as helpful as we can but from your comment it seems that you have not had a good experience. We do ask our receptionists to ask the nature of why you want an appointment so that they can ensure that you speak to or see the right clinician for your problem. Sometimes it can be appropriate to direct patients to the Pharmacy in their particular circumstances. If you would like your complaint investigating please do not hesitate to contact me with further details in writing or via email to B83008.linghousemc@nhs.net. Yours sincerely Sara Henderson-Flegg Assistant Practice Manager