Claim covid causes the ridiculous telephone wait times, it's been like it for years and hasn't changed. Regularly get engaged tone or que position 16 etc is normal, I've actually rung whilst inside westcliffe medical centre whilst I've heard the women discussing personal affairs and still been on hold. 45 mins+ for someone to answer a phone again is normal, what other business or service works like that on a regular basis. Receptionist decides whether you reach a doctor they claim to be trained. On many occasions I've had an appointment with a doctor made for several weeks, I get there to find I've got a nurse practitioner or trainee doctor/newly qualified, I asked for a Doctor don't want a Trainee Staff are often sat doing nothing and talking between themselves, try answering phones and employing some doctors

This used to be a great practice when we first moved to Shipley some 20+ years ago. You invariably managed to see the same great GP who knew your history and with whom you could build a mutually beneficial relationship. In the last 5 years, it's gradually deteriorated to the point where we have to consider switching practice . They seem now to operate a clinician rather than patient centric system with archaic contact and booking systems plus a ridiculously understaffed and undertrained reception . Some of the GPs are actually quite effective when you can get to see them. The e-referral also system needs some serious TLC as it appears very flaky. It's all just a bit sad.

The lady who is working reception 16:00hrs November 22nd was rude, unprofessional, affectively called me a liar and refused to facilitate contact with a doctor perhaps as she suspected I might have been inclined to give feedback to the doctor about how abrupt and venomous their reception staff were. I repeatedly and calmly asked to be given the opportunity to explain how I had had telephone consultations and every time I was told they have never done telephone consultations [I must be lying then] when I reminded the lady that I was calling because I was in pain and it is very real for me which is why I had waited on hold for an hour and twenty minutes, the lady hung up. Imagine how this made me feel. I expect contact from someone so I can voice my complaint to them, as calling is hopeless due to no person answering the phone.

I’ve been coming to Westcliffe for 19 years now. All my children have been seen many lovely doctors but sadly I feel like to system they have set up for booking appointments is horrendous. You can never get through without waiting ages and then most of the time it’s an engaged tone. I was waiting for a call back from the doctor but was sadly on another call when they rang so missed it, I was then sent a text asking me to call again to rebook another appointment which I did, and it was engaged all the time ! Join the never ending queue of waiting a long long time ! Westcliffe you can do better than this.

Came in for a blood test today and what an amazing service I’ve received. Nurse Stacy was so nice and friendly. Took my blood with such care I hardly felt it. The reception staff were really helpful with dealing with my query about vaccines. Such a pleasant atmosphere. All in all a fantastic service received. Highly recommend Westcliffe Medical Practice.

For the past few months I have tried to contact the surgery and have always been 10+ in the que for nearly over an hour and this is still an ongoing problem, I live in keighley and I have to travel to the surgery just to ask them to book me a telephone appointment as they can’t do anything else until I have spoke to a gp on the phone. It’s ridiculous when I first came to this doctors I couldn’t fault it. I am now changing and will NOT be recommending.

The Doctors here who were loyal (there's only a couple left) are still great but the reason for the low rating is the abysmal service in trying to get through on the telephone to book an appointment. You could spend all morning and still not get to speak to anyone oh but when/if they do pick up well the appointments have all gone. Totally gone downhill in the last 3/4 years

Awful. I've never actually managed to reach a receptionist directly. Currently on hold number 7 in the queue, and I joined at number 8 i the queue 16 minutes ago. I'm trying to get my ECG result from December 2020. It's not available via the apps. Now 18 minutes and still only one person processed. In the past when I needed antibiotics for tonsolitis, I had to get to my GP via 111 as same problem. Previously, I've also waited over an hour to get to number 1 in the queue and then it just cut off - probably after waiting so long even the system gives up. Go elsewhere.

Wow just wow... I'm based at Haigh Hall medical and I had to visit westcliffe medical for some bloods... what an experience I never want to witness again.. the receptionist with blonde hair was utterly rude not just towards me but to everyone who walked through the doors... defo in the wrong job because she is not customer focused I would avoid this surgery with all cost

I have been trying to get through to the surgery for weeks and haven't managed yet. The online service is not working and I can't see my GP. It's atrocious, something needs to be done about this, it's not acceptable.

Used to be a good practice, and possible to get through to the reception despite waiting times, etc. After becoming Affinity Care/Group, the phone lines are just impossible - it doesn't even operate a waiting system. Just a message that all lines are busy and ask you to try again later, and the line is cut off. Really poor practice unfortunately and if there's a no star rating, I would have chosen it rather than a 1 star. Will be looking to switch practice.

An hour or more of waiting to get through, doctors appointments scarce, albeit the Doctors are lovely , that’s why I’ve awarded 1 star. I’ve been a patient there for 42 years and I’ve now joined another surgery.

Superb medical centre, with very pleasant & helpful staff who explained all the procedures clearly & easily. Not sure why others have rated the centre so badly.

You ring, you queue if your lucky and get through you get a call back even physio over the phone what a joke West Cliff Medical Centre has become but look on the bright side it can’t get any worse it can only get better 😡

Attention All … I think it’s my duty to inform everyone that do not trust their 24hr blood pressure check. Their devices is faulty. My bp is absolutely normal checked by my Gp and pharmacist. Their machine showed 190/150 bot same time pharmacist checked 132/84 within 30 sec. My Gp said he write down to them . So guys don’t believe their reading other you might face serious consequences.

Rubbish customer care. Receptionists are rude. Doctors are googling everything. Lines always busy. You literally have to beg and be dying to get an appointment. When you do somehow manage to secure an appointment, you have 15 minutes to explain your symptoms, all the while the doctor is just trying to get rid of you. They used to offer online appointments but now this is a thing of the past and they are not bringing it back and no reason as to why not. Overall I'd leave this surgery if it wasn't so hard to find another one. I used to think this country was good because of the medical care and the school education, but seriously i'm doubting all of that now.

Absolutely shocking!! Very Much neglecting my 80 year old Mother. I only give 1 star because it won't let me leave 0!!!

Receptionist thinks she knows the law about children. Telling a parent that my 14 year old son is an adult and he must make the call himself and talk about his medical issues. Really unhappy about this lady on the elderly lady at the reception.

Dr Youseff beaini is the most meticulous and reassuring doctor I’ve ever come across in my life. Absolute legend of a human. Thanks a million

I regularly take my resident's to Shipley and Westcliffe and I find the staff to be pleasant and helpful. I have never had to wait long and the GP's that I have seen so far have been caring and helpful.

Get well away from westcliffe, the receptionists diagnose you now.they do all they can to do it in front of other patients just to umilliate you, believe me it happened to me two weeks ago. This practice needs knocking down with receptionists and doctors in it.

I took my 91 yr. old mother here today for an appointment and was met with rude, snappy, arrogant reception staff (Not all of them), you really should go on a customer services training course, your attitude in a health care environment is nothing short of appalling, the person on main reception wearing the glasses was extremely unprofessional and should be sacked immediately …. Oh, and don’t get me started on prescriptions, that another area they simply can’t get right.

The poorest of the poor. Rude receptionists obviously overrun and can't deal with it, always time to chat between themselves, should you dare mention wait times or length of calls they bite your head off Oh and I can use Google too for a diagnosis, like the doctor did to me 🙄

One of Affinity Care practices. Affinity Care aka Amazon Care due to its repeated failings. Known for it’s abuse of disabled patients and members of the LGBT+ communities. This so called “ super partnership “ needs investigating by the government and the police.

They are GPs. General practitioners of medicine, this is the extent of their knowledge, if you need a sick note. they sign things. i can say from experience that better sugary's exist , advice.! do not trust any (Gp) i wont say doctor, ! (that's a different breed of employment capability's) that deals with DVLA. especially through corona virus. the incompetence i have been subject to directly cost me my career. Genuine rating 4/10 for customer service/health and assessments including competence.

If I could give a 0 I would it is impossible to get an opponent, staff are rude I once had an opponent for a lump on my neck and the doctor examining me looked at me and said “ urr you have acne “ and looked away. I’m not been funny but you are the doctor you sort it out for me.

I swear the nhs system is all over the place, iv got a poorly 3 year old and 2 pharmacist have said he could have strep and i have to get him seen promptly by a doctor iv been phoning you since 8am to try get him an appointment but all i get is all our lines are busy. What an absolute disgrace that kids cant even get seen or palmed off with viral infections. If i dont get an answer soon im taking this furture. Imagine if it was one of your children and nobody wants to help

They are very good, if you can see them... The problem is there is no way to book an appoinment these days even for the next 3 months. Ringing waiting time is at least 2 or 3 hours, they should spend money for a few Doctors... Good waiting area, nice building ???