Shipley Medical Practice-Affinity Care
Shipley Medical Practice, Alexandra Road, Shipley, BD18 3EGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor service
Rated 2 stars out of 5
by Dianne - Posted on 15 September 2023
I have been attempting to contact the surgery for over a week now to arrange an appointment for a review of my medication- although I'm not sure how this is possible over the phone. The appointment service cuts you off as all lines are busy (you can't hold & no ring back service) and the reception line is a constant 10 sec loop of the same music Finally got through to a (condensending) receptionist, who kindly informed me the review should have taken place end of June! The first I knew was when I attempted to place a repeat prescription in Sept- surely they should message to inform you of this. They also informed me to ring in the morning to arrange an appointment, when I explained the problems - I was told to visit the surgery to book it face to face (I work full time). So now I'm facing a situation whereby I am likely to be without critical medication because of the poor service at this medical centre. Clearly the new system mentioned on other feedback isn't working. I will keep trying & if I run out of medication the NHS will have to deal with the consequences to my health (as will I unfortunately)
Visited September 2023
Review titled Shipley Medical Practice-Affinity Care
Replied on 20 September 2023
Dear Dianne, thank you for getting in touch. We are sorry that you have had difficulties getting a medication review. We would like to investigate further and resolve your issues. Please contact the sugery and ask for the patient services manager, who will endeavour to assist you. Alternatively, please log on to our website for information about our online consultation tool, patchs. Kind regards Patient service manager
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Review titled Unaccessible
Rated 2 stars out of 5
by Anonymous - Posted on 14 September 2023
The staff working in the practice are lovely and caring individuals but it is almost impossible to get an appointment to see them. I've fortunately not had a need to require services too often but the book appointment functionality on the Infinity App we are required to have is permanently disabled and by telephone, you are required to call from 8am and it usually takes up to 1pm before getting through to staff verbally. I've turned up in person on occasion in desperation after spending a day telephoning and been turned away to 'try again in the morning'. I find by telephone that I'm usually informed there are no further appointments that day, I cannot book in advance and to try again the next day unless considered urgent. It's very worrying. I wouldn't want to use urgent care services unnecessarily so we are left in a position of not being able to access care with this process in place. I've tried in desperation to get treatment from a pharmacy but in most cases, they quite rightly refer you to see a GP, so it's back to square one. I've been proactive to ask staff, what is the contingency in this scenario but the response is always the same - call at 8am in the morning.
Visited September 2023
Review titled Shipley Medical Practice-Affinity Care
Replied on 20 September 2023
I am sorry that you have found it difficult to make an appointment. We are now back to booking face to face appointments or telephone appointments at the patient's choice. I would very much like to assess why you are struggling to get treatment. We are, of course, happy to look into this for you and please do contact the Practice and ask to speak to one of our patient services manager who will be happy to assist you. Alternatively please do visit our website for further information regarding patchs, our online consultation tool. Patient services manager
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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.