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 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