Priory Medical Group
Priory Medical Centre, Cornlands Road, Acomb, York, YO24 3WXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Extremely Disappointing Experiences
Rated 1 star out of 5
by Krish - Posted on 05 September 2024
First, appointment availability is a huge issue. I was left waiting for almost 6 to 8 weeks to get an appointment for critical health issues too; I had to fly to India for my Chest Infection checked. This isn't just inconvenient; it's detrimental to people who are waiting for timely medical advice. The online triage system is completely ineffective. After submitting my request, I was told that someone would review it in 4 to 8 weeks. This is absolutely unreasonable, especially when the issue is urgent or has worsened in the meantime. It feels like the system is designed to delay treatment rather than facilitate it. Additionally, communication via phone is a nightmare. All they say is to raise request online, they can do nothing on call. The lack of staff or inefficient system is putting undue pressure on patients. Lastly, the lack of patient empathy from some of the staff makes an already stressful situation worse. It seems that the focus is more on process and protocols than on the well-being of the patients themselves. Overall, I expected better care and service. I am seriously considering changing my GP after this horrible experience. I hope Priory Medical Group rethinks their approach to patient care and fixes these critical issues.
Visited August 2024
Review titled Priory Medical Group
Replied on 12 September 2024
We are sorry your experience of accessing an appointment for routine care with us has been challenging. We would really like to support you further and if you can contact our Customer Services Manager on: hnyicb-voy.priorypatientexperience@nhs.net and he or one of his team can speak to you directly to help. Why are waiting times longer than they used to be? Our teams are working incredibly hard every day to meet the demand for urgent and routine care our patients are requesting. Across all General Practices in England the demand is greater than the capacity available in our teams can meet and we have to make sure urgent needs are met daily. This is why you are experiencing longer waits that were normal in the past for routine care. We know this is frustrating for our patients and for our staff. We hear this feedback every week, it is of utmost importance to us as a practice, and we know this is really important to you too. What are we doing? • We are working hard to change the current system through which our patients request appointments and are triaged so we can better understand your needs, enabling us to get you to the right appointment with the right person. • We meet regularly with Healthwatch, our local patient advocacy team, to make sure we hear from them what our patients and different population groups are telling them about the challenges they are having getting access to us and primary care in general. • We are aware that not everyone feels confident using, or has access to the equipment they need to request appointments digitally, so we are developing our non-digital support to those who need that most. We also wish to use this time to further understand the needs of this patient group. • We are identifying those who are most vulnerable and who need additional support in order to access us and then we can understand how to provide the care they need • We are working with our commissioners to develop the case for developing more urgent care capacity in York to make sure the demand for urgent primary care can be met every day. In this way we will be better able to provide the routine care many of our patients need more quickly. Have your say We welcome all feedback and would encourage you to speak to us about your experience with us or your ideas about what would help you and our communities with accessing the primary care you need. Our Customer Service Manager can take your feedback by email or speak directly to you hnyicb-voy.priorypatientexperience@nhs.net You can also contact York Healthwatch on 01904 621133 (choose option 3 for Healthwatch York), or email healthwatch@yorkcvs.org.uk. Website: Home - Healthwatch York We have an active Patient Engagement Group and you are welcome to join this and hear the dates for our future meetings if you want to come along: Priory Medical - Friends of Priory
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Review titled Feels worryingly arbitrary
Rated 1 star out of 5
by Anonymous - Posted on 15 July 2024
Despite the purported 4-6 week wait before a clinician will look at your online consultation form, I have recently had to follow-up after a couple of months without any sort of contact from a clinician. My frail elderly mother doesn't know how to use the online consultation form, so at one point called up to receive a recorded message saying "We are reserving this line for elderly and vulnerable patients, please use the online consultation system" before being cut off. I get the sense that Priory Medical places too much faith in their automated(?) triage systems as a solution for managing demand, possibly to the detriment of consistent and equitable quality of care. We are now looking at how to switch medical practice, which you would hope would raise concerns among PMG management, though they might just be relieved to get a few more people off their books.
Visited July 2024
Review titled Priory Medical Group
Replied on 15 July 2024
We are sorry your experience of accessing an appointment for routine care with us has been challenging. We would really like to support you further and if you can contact our Customer Services Manager on: hnyicb-voy.priorypatientexperience@nhs.net and he or one of his team can speak to you directly to help. Why are waiting times longer than they used to be? Our teams are working incredibly hard every day to meet the demand for urgent and routine care our patients are requesting. Across all General Practices in England the demand is greater than the capacity available in our teams can meet and we have to make sure urgent needs are met daily. This is why you are experiencing longer waits that were normal in the past for routine care. We know this is frustrating for our patients and for our staff. We hear this feedback every week, it is of utmost importance to us as a practice, and we know this is really important to you too. What are we doing? • We are working hard to change the current system through which our patients request appointments and are triaged so we can better understand your needs, enabling us to get you to the right appointment with the right person. • We meet regularly with Healthwatch, our local patient advocacy team, to make sure we hear from them what our patients and different population groups are telling them about the challenges they are having getting access to us and primary care in general. • We are aware that not everyone feels confident using, or has access to the equipment they need to request appointments digitally, so we are developing our non-digital support to those who need that most. We also wish to use this time to further understand the needs of this patient group. • We are identifying those who are most vulnerable and who need additional support in order to access us and then we can understand how to provide the care they need • We are working with our commissioners to develop the case for developing more urgent care capacity in York to make sure the demand for urgent primary care can be met every day. In this way we will be better able to provide the routine care many of our patients need more quickly. Have your say We welcome all feedback and would encourage you to speak to us about your experience with us or your ideas about what would help you and our communities with accessing the primary care you need. Our Customer Service Manager can take your feedback by email or speak directly to you hnyicb-voy.priorypatientexperience@nhs.net You can also contact York Healthwatch on 01904 621133 (choose option 3 for Healthwatch York), or email healthwatch@yorkcvs.org.uk. Website: Home - Healthwatch York We have an active Patient Engagement Group and you are welcome to join this and hear the dates for our future meetings if you want to come along: Priory Medical - Friends of Priory
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Review titled Priory Medical, York 4-6 weeks before seeing a GP?
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2024
When I wanted to make an appointment with the priory medical they send me a test saying 4 to 6 weeks before I can have a telephone appointment or a face to face appointment? Why is it so long?
Visited June 2024
Review titled Priory Medical Group
Replied on 11 July 2024
We are sorry your experience of accessing an appointment for routine care with us has been challenging. We would really like to support you further and if you can contact our Customer Services Manager on: hnyicb-voy.priorypatientexperience@nhs.net and he or one of his team can speak to you directly to help. Why are waiting times longer than they used to be? Our teams are working incredibly hard every day to meet the demand for urgent and routine care our patients are requesting. Across all General Practices in England the demand is greater than the capacity available in our teams can meet and we have to make sure urgent needs are met daily. This is why you are experiencing longer waits that were normal in the past for routine care. We know this is frustrating for our patients and for our staff. We hear this feedback every week, it is of utmost importance to us as a practice, and we know this is really important to you too. What are we doing? • We are working hard to change the current system through which our patients request appointments and are triaged so we can better understand your needs, enabling us to get you to the right appointment with the right person. • We meet regularly with Healthwatch, our local patient advocacy team, to make sure we hear from them what our patients and different population groups are telling them about the challenges they are having getting access to us and primary care in general. • We are aware that not everyone feels confident using, or has access to the equipment they need to request appointments digitally, so we are developing our non-digital support to those who need that most. We also wish to use this time to further understand the needs of this patient group. • We are identifying those who are most vulnerable and who need additional support in order to access us and then we can understand how to provide the care they need • We are working with our commissioners to develop the case for developing more urgent care capacity in York to make sure the demand for urgent primary care can be met every day. In this way we will be better able to provide the routine care many of our patients need more quickly. Have your say We welcome all feedback and would encourage you to speak to us about your experience with us or your ideas about what would help you and our communities with accessing the primary care you need. Our Customer Service Manager can take your feedback by email or speak directly to you hnyicb-voy.priorypatientexperience@nhs.net You can also contact York Healthwatch on 01904 621133 (choose option 3 for Healthwatch York), or email healthwatch@yorkcvs.org.uk. Website: Home - Healthwatch York We have an active Patient Engagement Group and you are welcome to join this and hear the dates for our future meetings if you want to come along: Priory Medical - Friends of Priory
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Review titled Online Form
Rated 3 stars out of 5
by Abigail Sims - Posted on 14 June 2024
So not long ago I had attempted to try and get the online form and normally that online does actually work and will not take to long at all to start now I could blame the very fact that the battery power life on the galaxy a8 was low and required an energy from the main which could of been the matter the tablet and making slow but I said oh I am unlucky today and decided to take a physical walk even though in some kind of employment to speak to a GP receptionist when I arrived I was made when I knew a lady had left and so I did and then other patients walked into the Priory Medical Group practice and I waited when I did see them they did say they received my email explaining how slow the online form was for me and GP receptionist had confirmed that they would indeed get the specialised drinks and the prescription of tablets to his home address before I decide to leave York for 1 week
Visited June 2024
Priory Medical Group has not yet replied.
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Review titled Poor system
Rated 2 stars out of 5
by Catherine - Posted on 28 June 2024
I have not needed to use the surgery often and usually everyone has been very helpful. I was informed by my dentist after an x ray to contact the surgery for a review of a possible problem ( which I believe could be serious) A Gp contacted me quickly to say not to worry but to book a face to face appointment. This I believe should be straightforward! I couldn’t do it online so rang for an appointment. I was then told I would have to wait 4 to 6 weeks for someone to assess it I needed an appointment and they would contact me. When I said I know I need an appointment because the Gp told me to make one I was told the Gp would have made an appointment for me if it was needed quickly. I have now waited almost 6 weeks with no communication. This system seems totally unfit for purpose. It must be a total waste of time and resources doing something that should be simple
Visited May 2024
Review titled Priory Medical Group
Replied on 31 July 2024
We are sorry your experience of accessing an appointment with us has been challenging. We would really like to support you further and if you can contact our Customer Services Manager on: hnyicb-voy.priorypatientexperience@nhs.net and he or one of his team can speak to you directly to help. Why are waiting times longer than they used to be? Our teams are working incredibly hard every day to meet the demand for urgent and routine care our patients are requesting. Across all General Practices in England the demand is greater than the capacity available in our teams can meet and we have to make sure urgent needs are met daily. This is why you are experiencing longer waits that were normal in the past for routine care. We know this is frustrating for our patients and for our staff. We hear this feedback every week, it is of utmost importance to us as a practice, and we know this is really important to you too. What are we doing? • We are working hard to change the current system through which our patients request appointments and are triaged so we can better understand your needs, enabling us to get you to the right appointment with the right person. • We meet regularly with Healthwatch, our local patient advocacy team, to make sure we hear from them what our patients and different population groups are telling them about the challenges they are having getting access to us and primary care in general. • We are aware that not everyone feels confident using, or has access to the equipment they need to request appointments digitally, so we are developing our non-digital support to those who need that most. We also wish to use this time to further understand the needs of this patient group. • We are identifying those who are most vulnerable and who need additional support in order to access us and then we can understand how to provide the care they need • We are working with our commissioners to develop the case for developing more urgent care capacity in York to make sure the demand for urgent primary care can be met every day. In this way we will be better able to provide the routine care many of our patients need more quickly. Have your say We welcome all feedback and would encourage you to speak to us about your experience with us or your ideas about what would help you and our communities with accessing the primary care you need. Our Customer Service Manager can take your feedback by email or speak directly to you hnyicb-voy.priorypatientexperience@nhs.net You can also contact York Healthwatch on 01904 621133 (choose option 3 for Healthwatch York), or email healthwatch@yorkcvs.org.uk. Website: Home - Healthwatch York We have an active Patient Engagement Group and you are welcome to join this and hear the dates for our future meetings if you want to come along: Priory Medical - Friends of Priory
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Review titled Appalling Practise and Service
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2024
I recently had to contact the service after trying to self treat with off the shelf products unsuccessfully. After filling in the online form and being contacted to tell me that it would be 4-6 weeks before anyone would make contact (bear in mind I'm in week 4 of my symptoms) this would make it 8-10 weeks before getting any help so I made contact with the call center staff who told me 'At your age you would need more symptoms than that to be granted a call back.' So annoyed I filled the form in again with more detail to be greeted with the same 4-6 week response. Utterly disgusting treatment. I also suffered separately with a hypoactive thyroid problem which is being treated but it feels more like I'm having to do the discovery myself as I am having to ring up to remind them every 2 months that I need a blood test to see if the treatments are working. Please someone do something about this shocking 'Medical Health' Group.
Visited May 2024
Priory Medical Group has not yet replied.
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Review titled Truly dreadful
Rated 1 star out of 5
by Anonymous - Posted on 07 July 2024
This is possibly the worst GP service I have had the misfortune of subscribing to. I went in to the surgery as I happened to be walking past, to make an appointment. The receptionist seemed put out that my presence had interrupted her gossip and she refused to set up an appointment for me, saying I had to do it online. Why? I'm here now, you're here now... So, I go on their website when I get home. It's somehow both too basic and overcomplicated at the same time. Took a very long time of filling out forms that seem designed to cause you to drop out of the process. Eventually complete the form and get a text two days later saying I'll be dealt with in 6-8 weeks. Wonderful, thanks. It's impossible to directly book a GP appointment too. All you can do is book a slot to use their self-service blood pressure machine. On weekends they turn off their online services altogether. That's when most of us have the time to burn trying to navigate your confusing, convoluted website. Don't sign up for this surgery. Go somewhere else, even if it's a bit further to travel. Your life will be better, especially if you have health problems that require attention.
Visited May 2024
Review titled Priory Medical Group
Replied on 09 July 2024
Dear Patient, Thank you for contacting Priory Medical. We apologise you feel the service you received regarding contacting the surgery to arrange an appointment request. If you wish to discuss this further, please contact us at hnyicb-voy.priorypatientexperience@nhs.net so we can resolve this for you.
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Review titled Given mixed incorrect information by call handlers
by Sarah Bingham - Posted on 26 April 2024
Twice now I have called to chase up my GP call back as it has been six weeks since I raised a ticket (plus another 8 weeks from before the test results text). On both occassions the call handler stated if I called back at 8am the next day I would have my request marked as urgent so that it was dealts with quickly. I have arthritis so the pain I go through to get up early is intense, but I did it both times only to be told the call handler was giving me miss-information both times and nothing would be done. After the first time it happened, I was told the miss-informing call handler would be spoken to (after listening to the call - which I gave them to time and date details for) so it did not happen again but it did happen again so clearly that was not done either. It has been the six weeks now and the lady I just spoke to today was very rude and abrupt on the call (cut me off after I started to speak just to shut me down quickly). I have a job dealing with difficult situations and calls myself for a charity and if I spoke to someone in that manner (immediately defensive, patronising and just not listening) I would not class myself as being good at my job. It was the same lady as last time and she was just a rude then too (I will try calling on a different day to avoid them) She needs to have a think about how she speaks to people. I had to hang up as they would not let me say anything. I get there are major issues at both GP surgeries and Hospitals (not entirely sure why it has gone so wrong though), but talking to people with respect is free and resolving the call handler issue is a quick fix, so rather that being annoyed at getting a call you should fix your internal issues and attitude.
Visited April 2024
Review titled Priory Medical Group
Replied on 26 April 2024
Dear Patient, Thank you for contacting Priory Medical. We apologise you feel the service you received regarding contacting the surgery to discuss your appointment requests & subsequent call handler interactions was unsatisfactory. If you wish to discuss this further, please contact us at hnyicb-voy.priorypatientexperience@nhs.net so we can resolve this for you.
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 09 March 2024
A nurse took my blood pressure this week after I had also submitted blood pressure readings as requested. Yesterday I received a phone call from the surgery which I answered and whilst I was continually saying "hello" the phone still connected I received a text saying that I had been phoned and there was no reply! The text said I would get another call later. Today a text arrived saying that if I still wanted to speak to someone I should start again by making an online request. If I make a request after a considerable wait would the person ringing bother to speak to me when I answer the phone or just text simultaneously that I'm not answering? How do I get my extremely high blood pressure treated?
Visited March 2024
Review titled Priory Medical Group
Replied on 11 March 2024
Dear Patient, Thank you for contacting Priory Medical. We apologise you feel the service you received regarding contacting the surgery to discuss your blood pressure readings was unsatisfactory. If you wish to discuss this further, please contact us at hnyicb-voy.priorypatientexperience@nhs.net so we can resolve this for you.
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Review titled Good Service from Fulford and Heworth Practice
Rated 5 stars out of 5
by JANE - Posted on 20 August 2024
I initially had a few issues logging into the triage system but went to ask the very helpful staff at the surgery who helped me through. Once logged, the speed at which I was seen was impressive from an urgent appointment within a couple of hours to follow up tests and very regular check-in's from the GP. I really could not fault the service received from Priory although I agree with some other comments that the website isn't very intuitive. In August, I experienced an unrelated issue and was referred to the surgery from the pharmacist. I visited the surgery for an appointment which was provided the next day. Again, I cannot fault the service provided and wanted to try to balance the negativity around the Priory medical group.
Visited February 2024
Priory Medical Group has not yet replied.