Silsden & Steeton Medical Practice
Silsden Medical Practice, Elliott Street, Silsden, Keighley, BD20 0DGContact details and opening times
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Reviews
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Review titled The new online system
Rated 1 star out of 5
by Anonymous - Posted on 27 April 2023
I am complaining on behalf of my 80year old mother. My mother has no assess to a computer, she was wanting to book her next Covid 19 vaccination, she rang the number advised 119. But tried for days to get through up to 3hours and even got to caller number 1 on the waiting but was stuck for 45 minutes in that position. As I said she has no access to a computer. She also wants to get the vaccination at her surgery Silsden. We know Silsden surgery does do vaccinations as a number of her neighbours have attended Silsden for there vaccination. I said I would then book it for her online. I don’t believe this is the solution as my mother is an independent person. Plus there are many elderly people that don’t have younger relatives to support them. What do they do? I wanted to book her vaccinations at Silsden, so i went on Silsdens group practice’s website, followed the links provided which takes you to the NHS site. I put all her details in including postcode and Silsden does not appear?? Her next door neighbour then went up to the surgery to ask for an appointment and got an appointment for the following day. So with that success my mum’s other neighbour went up to try and book a vaccination for her and my mum, she was told they couldn’t book it there for them, but she could go into a small room and be shown how to book it on the computer. How ridiculous! The lady didn’t want to do this as she felt intimidated so the receptionist said she would get the lady and my mum an appointment and telephone her. Again how ridiculous. What a complete waste of resource and what a terrible service. We have no complaints about the receptionist it’s purely about the absolutely bonkers new system. The majority of NHS users are the elderly, this is not fit for their needs. They will not “get used to it “ as they don’t have the capability or access to a computer that is a fact. You need to offer this service/ system for people myself that has access, but you also need to offer a service to none computer users otherwise they will not be able to access the health care they need. Which is unacceptable. It’s absolutely ridiculous so poor. I do require a response as I want to explain your answer to my mother and her friends. Please do not say they will get used to it as they won’t. They do not have access or wont gain access to a computer . They just won’t be able to access Heath care services which is also unacceptable.
Visited April 2023
Review titled Silsden & Steeton Medical Practice
Replied on 12 May 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Shockingly bad!
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
2 plus hours to try to get through!!!!! Why is your time more important than mine! This enrages patients! Your practice is in no way patient focused!!!!! Shocking.
Visited April 2023
Review titled Silsden & Steeton Medical Practice
Replied on 12 May 2023
Dear Patient I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines and our care navigation team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Kind regards Patient Experience Team
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Review titled Not good
Rated 2 stars out of 5
by Anonymous - Posted on 19 July 2023
My first issue with the practice is that after numerous attempts from my insurance company requesting an annual report this has still not been issued. Legal and General are losing patience. My second issue is not being able to get an answer on the phone to speak to someone, or waiting for a long time, sometimes it is not appropriate to use the online service as it may be something that isn't included within the questionnaire. The level of service is atrocious, the gp's are usually not known to me and therefore I am not known to them.
Visited March 2023
Review titled Silsden & Steeton Medical Practice
Replied on 28 July 2023
Dear Patient Thank you for taking the time to leave a review and I am very sorry to see that you have had a negative experience with the Practice. If you would like me to look into this further, please can you contact me via our online website form? The link to the form is below. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled awaiting phone call 1.5hrs 16th in queue
Rated 2 stars out of 5
by Anonymous - Posted on 22 March 2023
doctor to ring and cont treatment. said rang yesterday 8.45. never did tested call records and 1471 no call or answer machine record . told to ring 8-9am in morning done just after 8 and 16th in queue . phone at side of me and now 10.21 still waiting . will someone speak to me . thank you.
Visited March 2023
Review titled Silsden & Steeton Medical Practice
Replied on 12 May 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Poor access
Rated 1 star out of 5
by Anonymous - Posted on 30 March 2023
Family member who has not needed to see a doctor for the last 10 years has been having unexplained dizzy spells for last 10 days. Tried to get an appointment to see a doctor. Eventually got someone to answer the phone to be told to use 111. Rang 111 to be told to contact gp or go to a&e. Not really an a&e issue at that moment in time. Rang gp again be told to contact 111 or go to a&e. Hours spent on phone to go round in a circle. Still no nearer getting sorted. Unbelievable and unacceptable.
Visited March 2023
Review titled Silsden & Steeton Medical Practice
Replied on 12 May 2023
Dear Patient I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Patient Experience Team
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Review titled Once you get to speak to a Dr. they are very understanding
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
received a text om 20th March asking me to ring and make an appointment. The following day 21st March I rang at 8am and pressesd1 for call back. The call back was not made until 10am and then I was told there were no appointments available and that I should ring at 8am tomorrow. All well and good,so long as you don't have to wait until10am and then get no appointment
Visited March 2023
Review titled Silsden & Steeton Medical Practice
Replied on 12 May 2023
Dear Patient I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Patient Experience Team
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Review titled Poor cummunication
Rated 3 stars out of 5
by Prim - Posted on 02 March 2023
After recently being put onto new medication i was asked to submit readings which i did i then got a call saying still high a GP will ring you. With in a few days i got a text saying i have appointment at the clinic so rang to confirm. Yes thats correct so off i go the nurse seemed confused as to why when i had submitted readings. Anyway long story short she did reading and messaged GP. So i still dont know if i getting a review as to if i need to increase my meds or not. Cant book a follow up appointment as you have to book on the day and go on triage. I know all doctors are the same as i work at one but some seem to be better then others. Come on Silsden get your act together
Visited March 2023
Review titled Silsden & Steeton Medical Practice
Replied on 06 March 2023
Dear Prim We pride ourselves on listening to our patient’s concerns and making positive change where we identify this needs to happen. I would be grateful if you could contact us so as we can investigate why you have had a negative experience with us. You can contact us via the feedback form on our website. Please find the link below. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Refusal to take a urine sample!
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2023
After having a water infection for 2 weeks, 3 lots of antibiotics and hospital for iv antibiotics over the weekend I’m still struggling- so have taken a water sample to the Drs the extremely unhelpful and rude receptionist refused point blank to take it! The Dr on 111 on Friday asked me to take a sample to the Drs- as it wasn’t open Saturday I took it today. The receptionist actually went through my records to see if Dr had left a note for me to drop a sample in- as she hadn’t the receptionist still refused the sample without a triage appointment. After speaking to her manager they agreed to take it but I have been categorically told they will not test it unless I get an appointment- this treatment is appalling and when you already feel poorly to have to go through this is unacceptable. It would be ok if you could get through. I’ve rang 15 times thank goodness they are not all like this- and if you get an appointment the Drs are generally really good.
Visited March 2023
Review titled Silsden & Steeton Medical Practice
Replied on 12 May 2023
Dear Patient Thank you for taking the time to leave a review. I am sorry that you are not happy with the service you have received. I would be happy to discuss your concerns with you. You can contact me using the following link https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Officer
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Review titled Lack of Care
Rated 1 star out of 5
by Dr Tom Chilton - Posted on 20 February 2023
I had a pre-hospital appointment on 15 February at Airedale Hospital and was told my blood sugar reading was 78 and that unless I get it down they would not operate on the 24 March. The nurse said she would send a task to ask a doctor to make an appointment at my surgery in Silsden. Two days later I phoned the surgery in Silsden explained the situation and was put on the triage list. I waited in all day and the doctor phoned about 1730 and she said she would get the diabetes nurse to ring me, and she would arrange for a doctor to get me some medication as well as the Metformin. Guess what that didn't happen. So I phoned the surgery in Silsden today 20 February to ask what was happening and told that I have a phone call with the nurse in March but my concern is that I am due another blood test at Airedale on the 20 March and that unless I get help getting my blood sugar in better control it will be too late to make a difference and they might cancel my operation on the 24 March. I explained to the receptionist that I new nothing about an appointment in March. She said it was too late to go on the triage list today as it was emergency calls only. Well its emergency calls only most days and she said I would have to phone again tomorrow to ask to go on the triage list again tomorrow. What do I need to do to get to see a diabetes Doctor or Nurse. My average blood sugar readings since last week is averaging 10.8 and whatever small amount of sugar I eat it seems to send the readings soring to 15. I queried my control in January and send sent a months worth of the readings and posted them at the surgery. Although I have had the blood tests and the readings being high nothing is being done. If I leave things as they are I am sure my planned operation on 24 March on my prostrate will get cancelled.
Visited February 2023
Review titled Silsden & Steeton Medical Practice
Replied on 28 February 2023
Dear Tom, I am very sorry to hear about your experience and would like to investigate your concerns. Please could you contact the practice via the feedback form on the link below? https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Usually good
Rated 4 stars out of 5
by Janet Hardman - Posted on 31 January 2023
Can a notice by self monitor blood pressure machine state that 2 recordings are needed. I went to reception after 20 mins in queue to be told you need two print outs. When I said that there was no notice to say that, she replied " we've always done it like that". I never used it before so how was I to know. I left without doing blood pressure as the queue was even longer and my blood pressure would have been up anyway! Also what hygiene methods are in practice to ensure I don't put my arm in sleeve where many people have been before me. Thanks
Visited January 2023
Review titled Silsden & Steeton Medical Practice
Replied on 15 February 2023
Dear Janet Hardman I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team