Keighley Road Surgery - Halifax

Emma R.

Updated review March 2025 reduced to 4 stars, because the surgery closes Patches requests when they aren't complete so they can (most likely) falsify their stats.

However Pharmacist Sonia deserves 5 stars she has been fantastic to me today and I can't thank her enough.

One week ago today (Friday) I submitted 2 patched requests
1, to dicuss changing my medication
2, an admin request
Both requests were closed by the surgery and marked on Patches as complete - at a guess to make sure response rates look good to the CQC and other powers that be.

Request 1 was a response from a Gp in text saying a pharmacist would contact me.
I went in to the surgery 3 days later as I had not heard from the pharmacist - not the pharmacists fault as no appointment or task had been completed by the Gp to request this to happen. The receptionist (who was apologetic, polite and helpful) made the appointment for me.
Today (one week after i originally submitted the Patches) I spoke with Sonia the pharmacist who to cut a long story short shouldn't have been asked to do this as the Gp had obviously not read my patches properly in the first place. Sonia was fabulous and a credit to the surgery, she could teach said Gp a thing or two about listening to patients, compassion and the importance of reading information properly before making a clinical decision. For Sonia's input I am grateful & fully appreciative.

Request 2, while it was at the surgery on Wednesday chasing up a response to the above I also asked why now I couldn't even access my online account so am unable to use patches or request my repeat meds. I was told (again receptionist was very polite) the guy who deals with annual leave is away til Monday and so I can't use my account until then! If I need anything I'd have to phone or visit the surgery.

Stop marking Patches requests as complete when they aren't - this is falsifying records and I'm sure the GMC would love to hear about it if it happens again!

Original review Dec 2024 5 stars:
Having recently moved to KRS from another local practice I wanted to write and say how impressed I am.

I have had a response from a GP the same day both times I have contacted them since moving here.

Today I had my annual asthma review with Karen - what an absolute credit to the surgery and NHS she is. She was enthusiastic, professional, listened to me, did a thorough check including height, weight, BP, O2 sats, peak flow, my inhaler technique.

She gave me lots of advice and was so kind, I thought NHS Gems like Karen were extinct - but she has lifted my spirits that they do still exist.

Thank you so much Karen, for making me feel valued, like my health condition matters and truly looked after.

Yvonne F.

Called up to surgery to get a sick note form for husband only to be told he has a phone appointment with doctor then he will get the form ready for him when he rang up yesterday they never told him that so now have to trail out again this surgery is going down hill fast better communication is required between receptionists and patients

Cazza P.

I was at work a about 3 weeks ago and didn’t feel well, I got a pain my right arm and my head didn’t feel right I took a blood pressure reading and it was 212/100
With a heart rate of 100. I rang the doctors and the receptionist said there was no appointments , I rang 111 and it was going to be a few hours for a call back, I felt worse so did my
Blood pressure again this time it was 227/104 with a heart rate of 78. I rang the doctors again and said please can I just see a doctor only to be told to have a cup of tea and go to A&E which I did.and was there 8 hours I was told I was
Lucky I hadn’t had a stoke? The doctor in A&E said you need to see your GP which I said easier said than done. I then ended up in A&E two days later with a BP over 200 again. I rang the GP surgery on the Monday for a face to face to be told it’s triage and i will get a phone call. A doctor called me and I got a face to face. I have now been on 3 different tablets for BP and a result of these were very swollen legs and ankles which were very painful I asked for a face to face but no refused again.I even sent a photo. Again another phone call an and new tablet. All this would have been sorted if I’d got a face to face. One phone call was 20 mins when an appointment may have been10 mins. I feel sorry for the older generation who are not tech savvy, anytime I’ve been in the surgery it is EMPTY and I notice you’ve took a lot of chairs out. Things probably would have stayed the same if COVID hadn’t have happened. Personally I think you need to address how you do appointments. You can never get through and if you do you get the message no appointments left. The doctor in A&E was appalled when I told him the surgery told me to have a cup of tea!

Emma O.

The Doctors and nurses that work here deserve 5 stars, and are the reason I have stuck it out with this practice as long as I have. They repeatedly employ the most vile, obnoxious and rude reception staff and medical secretary's to take calls. 2.5 years of feeling bullied and have to beg for appointments that are justified by medical staff once seen! Putting in an official complaint and leaving. Call recordings will likely vanish again of course.

Joe H.

Avoid at all costs. Very poor practice, extremely poor standoff attitude.

Over the 3 years i have been with the gp, at each point of communication i have been knocked back.

With the recent attempt the final nail in the coffin, seems the practice has no compassion for patient confidentiality and after an extended conversation with the practice manager i was refused an appointment.

Shame on Keighley Road Surgery - this was formerly a brilliant gp. I will be taking this matter further.

Clara F.

I have had this same issue multiple times now and had it AGAIN this week. It goes like this...I receive a text message at 8am to tell me to call the surgery and press 1 for appointments. I do and they tell me that a doctor will be calling me today regarding test results. I cancel all my plans and wait in all day at home. They eventually call at 18.30 and answer the phone and say 'my name is doctor so and so how may I help you today?' I explain that I have been told someone is calling and they reply sorry no idea what for. I filled the doctor in this time on whats been going on with me which is to have my bloods and scan results reviewed and if nothing shows then refer on, but the doctor responded that he has no access to my history, records or results and I should book an appointment with someone at the surgery because he isnt at the surgery. A one off you can let go but this is something that has happened multiple times over the years. There have been consistent issues with communication at the surgery since I joined. Around 2 years ago I was harassed over my thyroid to the point where it was literally harassment. Calling me over and over about thyroid reviews that I had already had. I had multiple thyroid review appointments about the same results because they wouldnt listen that id already had this. Eventually I was told that if I didnt attend a thyroid blood test AGAIN (even though i had already been and had the results reviewed MULTIPLE TIMES) then my repeat prescriptions would be stopped until I complied. I was denied my blood thinners, thyroid meds and antihistamines until i went for another routine check up blood test for my thyroid. I found this out when trying to get my repeat prescription when theyd almost run out. What have antihistamines and blood thinners got to do with anything? I literally had life saving medication withheld until I went for an unrelated test I "refused". Even if I hadnt have already had the test, I should be allowed to say I dont want a test. Am I not in control of my own body? Have we got used to dictating now what other people should do be doing since covid? How is it not an abuse of power to stop someones allergy meds and blood thinners after a DVT because they allegedly didnt get a thyroid review? So after that happened to me you can understand why things like today are a concern for me. I requested my records a while ago and so much was missing. I mention stuff to doctors and they say they cant see anything in my history of it. The records I received did not reflect the million times I had had appointments for my leg. I am either crazy and having false memories of appointments that never happened, or the system is failing somewhere and communication is poor.

Kate F.

When I moved to Halifax 3 years ago and started using Keighley Road Service it was obvious to me immediately how superior the service here is, than that at my previous surgery. The receptionists have always been pleasant and helpful and the doctors I have seen have managed my needs with kindness and efficiency, whether at a GP appointment or in actioning a referral for more specialist assessment. The nursing staff too deserve a mention for their pleasant and caring approach - even when wielding a needle! Happy to have found you and 'thank you'.
PS. Sad to say that over the last 12 months since I wrote the above review, the efficiency and accessibility of this surgery seems to have declined. Remote consultations are carried out by phone (if you’re lucky) and, on some days, there is no possibility to even request a phone consultation. A sign of the times, I’m afraid.

Julie B.

Why is it impossible to get a face to face appointment at this practice. You have to have a telephone appointment if lucky before a doctor will eventually agree to see you. They are also still, in what seems covid lock down as their phone message says. I worked through covid as an emergency hub in dentistry. I turned up yesterday after a phone appointment and the GP said he' d had booked me in only to arrive at reception and was told I wasn't booked in they could have squeezed me in as I often do this for our patients if this happens. There is a serious problem at this practice that needs to be addressed as I work in Primary Care myself after 32 years front line dentistry and know how the NHS works. Also why can't receptionists book appointments when you're a the desk. I do this every day for our patients and I am confused as to why this is still happening. Why do you have to go through the stupid time consuming phone system. It is a waste of of NHS time and my time. No wonder why patients are going to A and E.