Since modality has taken over its become harder to get through on the phone. We have little kids who need to see doctors but we can never get through all we get is yours calls above 30 and after thw long wait phone gets cut off when you ask for a call back still no one gets in contact.They keep saying we are experiencing high calls but when you go to surgery you don't see anyone on the phone and surgery is not even full. Most people are having to call 111 or go A&E or even go chemist for advise. This system is not good for elderly people and children at all

Since Modality took over this practice, the quality of care received and level of service is extremely poor, unfortunately the group have a monopoly on the practices in Keighley so there is no alternative for patients. They are understaffed and under qualified, the people answering calls appear to want to diagnose and tell you if you are worthy of a doctors call when they have no professional training or qualifications to do so. Really poor.

Once upon a time this was the best drs surgery in town....... however in the last few years its drastically deteriorated to the point getting an appointment is virtually impossible. Gone is the personal touch where you spoke to a receptionist once your number was answered. Now your in a queue for upto an hour at times......... try ringing after a certain time and you told unless it's an emergency then you gotta ring back at 8am the next. No longer is the patient the priority but the surgeries expenditure takes priority it seems. The waiting room is empty yet sometimes people are having to queue outside to wait to be seen...... during covid this was semi understandable but now the government has instructed surgeries to reopen fully this is no longer acceptable. Finally getting a call back on a recognised number instead of a private/withheld number isn't understood it seems as I've asked politely and explained why my ring backs are being missed and not answered to still be ignored. The patient is the priority and the time to sort these issues out has come alot seem to of appeared since Modality took control and its actually not just a local issue with Modality run surgeries that these issues are apparent its a wider spread issues

Absolutely shocking service. E consult not in operation, apparently to help with increased demand, and no one answering the surgery phone - let's hope we don't need help from the docs here. It's not fair to clog A&E up for a 5 minute call. Eventually got through and got my name down for a phone appointment, in 8 days time. Unbelievable... No doubt these guys are still hiding behind covid. Not sure they know they can work as restrictions are reduced considerably, or if they are worried, can work from home and continue with phone and video consultations. Can't wait for my family and I to move away from the shambolic surgery.

Havent been able to get an appt with my gp since covid for rhe last 2yrs i gave had to get antibiotics from my dentist for a chest unfection becos i cudnt go into the surgery with a cough ! I rang for mths to get an appt i was told there was one alot 2wks ahed did i want it yes said i , when i was sent a txt with my appt the time was 9.10 am ! I cant use My bus pass until after 9.30am ! I have spent tge last 2wks ringing the surgery to rearrange my appt and havent been able to get threw so i have missed the only apot i have had in over 2yrs ! I recieved a txt saying i had a telephone appr for a respatory review - no one called me ! How can they do a resportary test over the phone ! Ridiculous ! and sadly lacking ! Which i think is disgraceful ! Everyone is back at work working normally but apparently NOT drs or thier receptionists who arent very helpful ! Farfield up until covid was a good surgery. But now i.m not impressed at all ! Every week i am having to phonexthe practice because they dont send my thyroid tablets to the chemist and they are on repeat prescription ! And qhen i get threw ui.m told they dont know why my thyroid tablets havent been sent to the chemist ! Well if they dont know who does ! Ridiculous ! scandalous service !

The new online access system is simply not fit for purpose. I completed the form on 4 separate occasions today and none of them would submit. This system is at best not user friendly and at worse will result in patient harm or even death. Joining the Modality Group was money saving exercise, which has resulted a rapid deterioration in patient care.

Where do I even begin to start Just like everyone else getting through to someone is like winning the lottery. Also if you wana hold you can only hold for a max 2 hours after that ur call is disconnected. Iv tried doing call backs they call you back so late in afternoon when u know they gona say sorry No appointments left, try again tomorrow, why bother calling back just to tell you what we know. Don't they realise people are clearly NOT well to Need an appointment and then having to go through all this how does this help anyone's health or condition. And if ur calling for ur child or someone, do they not realise you work and cannot use ur fone. I have been on the phone for the last 30min and I have now been told I am above 30. My daughter is sick and has been for 11 weeks. If I couldn't call for her she would be left to deteriorate. I left holycroft surgery as I couldn't get appointments there and I could here was so glad I moved but now looking to move again. I have had to plead with my children to eat healthy keep warm because I feel so helpless n told em I would not be able to help them if they need the G.P I genuinely feel afraid that what am I going to do if any other person in my house fell ill, the thought really frightens me.

Abysmal. My brother put a letter in from his optician 7+ weeks ago, requesting an appointment and investigation into his eye problem, he's received no response at all, despite two further online e-consults chasing this up!! The optician said it could be serious too! I myself have just been left with problems that they consider not worth following up, because they don't know the cause, so I'm in daily pain. My Dad died and in our opinion he might have been saved had he been able to get an appointment, but he couldn't get one. I know a lot of doctors surgeries are struggling due to govt funding and privatisation, but this one seems terrible sadly, it used to be so good before modality took it over! Token things, like appearing in the town centre for carers for only 2 hours, aren't getting patients seen to! You need more doctors, more nurses, more admin staff.

My wife is currently receiving cancer treatment and I myself for COPD. We have used the system online to request monthly repeat prescriptions in the past year. Our current monthly request however. is just held up with a comment which we just cannot understand. When we went to our pharmacy was told no prescription and advised to contact Practice for advice. Telephone has proved impossible! No facility to just ring! Told instead to submit query online. Have just spent two hours trying to do this and I still don’t know if I’ve done it right, or it’s actually sent. Dreadful system at a very worrisome time.

I am a new patient and have been trying to get an appointment at this practice for a month now. First it was that I have to wait 2-3 weeks for my medical notes to come across. Fine. Then I'm told I have to make an appointment online. Also fine. Then I get a text saying that I have to wait an additional 2-4 weeks for an appointment and have not heard anything since. So you have to wait 4-7 weeks to actually see a doctor about an issue.

Emailed over a week ago and nothing back. Carnt call them or email as now the emails are down . Meanwhile still need to get my prescription sorted out but no way of doing this. What a waste of time this is.

Absolutely useless don't want to see patients just mess them around, phone system must be designed to infuriate people rather than allow them to actually speak to a person! Go elsewhere they want your money not your custom.*Edit* Since posting they have replied but when I go to the page they want me to fill out 2 pages of information to just make a complaint jog on! I've better things to do with my time.

I have had meds taken off my prescription with no approval from myself or GP I have been in pain for a week now and no painkillers. Can't get through on the phone. Also I need a pnumococcal injection can't get them to pick phone up no guidance from pharmacy either.

Recently moved over to this Drs. The first time I had to go in because there was an issue with the pharmacy. The receptionist got a Dr to resolve the issue very quickly. I then used the online form for the first time out of panic due to ringing 111 initially and never receiving a call back as expected. I was called quickly and had an appointment in the next half hour. Furthermore after being withheld a different medication I needed by my previous drs for "environmental reasons. " I was pleased to be prescribed the correct medication without hassle.

Some phone staff in enquiries have attitude issues and could be nicer! We as patients are asked to treat staff with respect and be sival but docs staff aren't to us in return! When you pop in to reception your waiting too long as no staff as all stood talking! And the pharmacy next door need a foot up their backsides! Very poor slow service and myself n my daughters meds are never in stock! Useless.

Attended Job interview with Modality at this Surgery on 22/09 and finally despite chaser last week was provided with results! I have waited more than 17 Days for a response. The interview itself was pleasant but the lack of communication was hopeless. The job itself was described as providing care to the public but it appears not to apply in reality.

Used the new system twice in the past couple of months and was seen the sane day… I think it’s brilliant and stops people blocking the phones with things that can be seen by the pharmacy.. I understand that people don’t always know how to use technology , but I am certain that the lovely receptionists will be willing to help.

TERRIBLE SURGERY, had a medical situation for 2 years now and the doctors at this surgery make me feel like its all in my head. the receptionists are useless, the phone system they have is not worth it. you have to call the surgery then it says there is a high number of calls and you can press one for a call back to get a receptionist to ask questions to say they will get a doctor to call you back USELESS, going to change doctors.

So very helpful today especially the receptionist (Janine or jiny) friendly, happy, professional and couldn't do enough to help me. Helped with booking my bloods and appointments I needed. Thank you for your help. Keep being positive and keep smiling 😃

Never had a problem, if I need an appointment I just get them to call me back. It’s always a telephone appointment which I prefer! If I need to be seen I send a photo or go down to the surgery later on in the day when it’s quieter. I suffer from anxiety so this is bliss to me. Rather than calling up with a question I submit a question online and I get a call back or a email. The dr Raj I think his name is. Saved my life years ago helping me with my therapy referral when no doctor would listen. And always handles anything I need via telephone

Fabulous practice, fabulous doctor's and courteous, professional, caring reception staff. All the doctor's are amazing and never rush you out of face to face or telephone appointments. I have been registered with Baildon and bingley and they were too, amazing but, I've got to say, farfield is my favourite. An absolute credit to the NHS 🙂🙂

Disgusting, when you do get through you get a message saying “ the surgery is busy, try again” Iv now been trying 2 days. About time things got back to normal here without the excuse of “ covid” ! Everywhere else has moved on since,

On several occasions I or my wife has had the unfortunate experience of having to 'try' make actual telephone contact with this surgery to make appointments. In recent weeks for trying to get my 2y10m Granddaughter seen regarding a persistent cough, and now to try get a diabetic review appointment (after being sent a message last Friday to do just that!). Unfortunately, it seems impossible to do this without getting cut off. I feel for the Doctors and Nurses in this practise, pre-covid they provided an excellent and responsive service, but this practise is failing society on a grand scale by having a failed communication system (apparently, they changed system recently!!!). FARFIELD, it is only a matter of time before someone dies because of your abominable administration system. I am deeply ashamed of you.