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 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
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Review titled poor patient care & lack of diversity inclusion
Rated 1 star out of 5
by Nazia - Posted on 29 March 2023
I rang the surgery at 8.30am when it opened and was told I was number 42 in the queue. I finally spoke to reception staff after one hour 20 minutes in the queue. My mum had a phone review with nurse and interpreter yesterday but did not receive a call, I was told systems were down and that was the reason. Asked if staff could call my mum and rearrange as my mum was experiencing some side affects of the diabetic medication she was on and I had highlighted this when I had confirmed the appointment a week prior. Was told she would have to ring up tomorrow, explained she had language barriers and was told a family member could ring up, explained all her children worked and it had taken nearly an hour and half to get through. This was an appointment missed by professionals so why could they not contact to rearrange, was told there are over 20,000 patients and they did not have time. Patient care at its worst, vulnerable patients falling through net as there is no time to rebook appointment that have been missed by systems going down. Also can I ask where there is no language provision on reception. A large patient clientele of North Street were from the minority background but there are no receptionists speaking other languages at Ling House. Very disappointed today and sad for vulnerable patients who face barriers such as language and long phone queues and give up to the detriment of their health.
Visited March 2023
Review titled Ling House Medical Centre
Replied on 31 March 2023
Dear Nazia, We are sorry to hear about the issues you recently experienced on the morning of 29th March 2023. Unfortunately, due to circumstances beyond our control we have been experiencing major IT outage since the afternoon of Tuesday 28th March and this is still massively affecting our services. Due to this we are only able to provide a limited service. The I.T. engineers are currently working hard to resolve this issue. We did not have access to our computer, had little capacity and a high patient demand, so we prioritised acute emergencies on the day. You mentioned about the language barrier and contacting reception. We do have receptionists working on the phones/reception at Ling House Medical Centre and North Street Surgery who speak Punjabi/Urdu and Bengali and you can always request to speak to a receptionist who meets your needs as required. As we are unable to identify your mum or yourself for us to contact you directly to discuss the case, we kindly ask for you to contact the surgery and leave your details for me to call you back. You can email your details rather than hold onto the phones to B83008.linghousemc@nhs.net Kind regards Caroline Rhodes Patient Services Manager
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Review titled Poor experience
Rated 1 star out of 5
by Anonymous - Posted on 13 April 2023
Reception staff member was abrupt and rude. No compassion when speaking with me. The answer to everything is “you’ll have to ring at 8.30am”. I also noted Reception staff were ringing patients relaying confidential information about medications and test results in the reception area, they asked the person answering the phone if they were Mr X or Mrs Y so everyone could hear therefore, no patient confidentiality. There could be family members or friends in the waiting area overhearing what should be a private conversation.
Visited February 2023
Review titled Ling House Medical Centre
Replied on 28 April 2023
Thank you for taking the time to contact the practice. I am concerned to hear of your experience with the receptionist and overhearing confidential information in the reception area. I would like to look into this matter further but need some more information so that I can investigate this. Please can you email (B83008.linghousemc@nhs.net) your details along with date and time this occurred and if at Ling House Medical Centre or North Street Surgery? Kind regards Caroline Patient Services Manager Ling House Medical Centre
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Review titled Not able to receive primary care.
Rated 1 star out of 5
by Anonymous - Posted on 02 January 2023
I am not able to receive primary care at Linghouse medical centre. Why? I am unable to make an appointment. Why am I unable to make an appointment? You have to make an appointment by telephone. I understand this is extremely difficult to do at the best of times, however, I have an extremely small income and do not have a contract mobile phone or a free minutes household phone. Therefore when I telephone the surgery and am 19th in the queue it takes my whole years credit up just to reach 15th. I'm not joking. If I'm not able to even contact Linghouse medical centre, they don't have a public email address, then what am I to do? Tip up at A&E? Maybe Linghouse accept walkings? I was also unable to book my MOT when, a few years ago, I turned 50, I couldn't get past the receptionist!
Visited January 2023
Review titled Ling House Medical Centre
Replied on 20 January 2023
Dear patient, Firstly, may we offer our sincere apologies for any anxiety or stress this has caused you, as this is not our intention. We always aim to provide high quality and patient focused care and we welcome feedback from patients when they think we have not done this. We understand the frustrations of the phone system especially at the busiest periods and thank you for highlighting the issues you are having. Due to patient feedback, we had a new phone system installed and over a period of several months we made changes to the system. We are trying to manage the flow of patients coming through to the practice so we can answer in a timely manner; we also have the option of you pressing number 2 (which keeps your call in the queue position) for a call back once you are in the system which has been a positive move. You also have the option of booking an appointment online or contacting the practice by e-consult via our website or use the NHS App to book appointments, order repeat prescriptions and access a range of other healthcare services. 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 contact the surgery, and ask to speak to me. Kind regards, Caroline Rhodes Patient Services Manager
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
I am absolutely fuming. I rang the surgery to request an appointment which took 45 minutes. In which she replied it’s emergency appointments only. I told her the situation and how the GP and Rheumatologist said please see your GP if the problem persists. I explained it may not be a medical emergency to you but it is to me. In which she replied, “we are only dealing with infections today”. So after explaining my problem is getting worse and having a great impact and the GP has asked to book in she refused to give me one. Well done to the receptionist being more qualified than the GP’s over at ling house. She then gave an e consult and fobbed me off as the link does not even work. This isn’t the first time they have done this. It’s disgusting how they assume they know my illness better than me. I would never recommend anyone to join ling house.
Visited December 2022
Ling House Medical Centre has not yet replied.
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Review titled Non existant phone lines
Rated 1 star out of 5
by Anonymous - Posted on 21 December 2022
Been trying to contact the surgery, but it is near impossible to get through to anyone beyond the automated service. For appoints you are asked to call in at 0830am, this is not always possible for workers who may start earlier. And on the occasions i have called i have not got past the automated service, i want to ask a question and none of the options allow me to get through to anyone its so frustrating. I hardly go to the doctors as i understand they are busy and do not want to waste an appointment for someone who will need it. Ive even tried different times of the day to no use. I never write reviews but this really needs looking into. A long time ago i would be able to book advance- late night appoints on certain days. Now the surgery is less accomodating. Such a shame as when i managed to see a doctor they are good, since the changeover it seems to have gone downhill.
Visited December 2022
Ling House Medical Centre has not yet replied.
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Review titled No care or treatment
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
Long term issues recurring after Covid where I have had tests. But no results have been communicated, no way to get thro on phone (too busy), no e consult available at 11.30 am (before the cut off point). A very poor standard of patient care.
Visited November 2022
Ling House Medical Centre has not yet replied.