AN MP has raised patients' concerns with an Otley GP practice and its Clinical Commissioning Group.

Alex Sobel (Lab, Leeds North West) is calling for action to address issues that have been flagged up by patients at Westgate Surgery.

The practice, run by OneMedicalGroup, currently has a one and half star rating on NHS Choices based on 39 feedback posts.

Most of the comments on the website refer to problems using the practice's telephone system.

The surgery's latest Care Quality Commission (CQC) report, meanwhile, gave it a Requires Improvement rating and noted: "A lack of (patient) satisfaction with the telephone service following the transfer of all calls to a centralised administrative call-handling team."

One patient who spoke to the Wharfedale & Aireborough Observer, but did not wish to be identified, said: "The telephone system's not working properly and often you're waiting for ages to get through or told, as I was, that a doctor will ring you back and then that doesn't happen.

"I've now left and registered with another practice, and I'm not alone.

"The call handling and appointments system is really the problem.

"It's this extra layer of administraion, a call centre based in Leeds, which is confusing."

One of the many (anonymous) posts on NHS Choices, entitled On hold for 2 hours, said: "It is not acceptable to be on hold for nearly two hours from 8am.

"You have got a really big issue at Westgate Surgery and you need to sort it out."

Even one of the patients who gave the practice a four star rating highlighted the problem: "My main concern is regarding the telephone service.

"I was on hold, being fourth in the queue for 20 minutes - this is unacceptable.

"The recorded message informs we are dealing with 'agents', so this does lead people to think they are speaking to a call centre.

"If people are kept waiting then perhaps more 'agents' are needed."

MP Alex Sobel (Lab, Leeds North West) said: "I have received several communications from patients or those caring for patients saying they have concerns about Westgate Surgery.

"I have represented those concerns both to OneMedicalGroup and to the local Clinical Commissioning Group who oversee all of the local surgeries.

"A pattern of complaints from patients must be taken extremely seriously and I will continue to represent these concerns of my constituents, at all levels, to ensure patients get the service and care that they expect and deserve."

A OneMedicalGroup spokesperson said: "OneMedicalGroup took on the running of Westgate Surgery in 2016 and has invested in a new team to put patients first.

"We recognise that, historically, there were a small number of teething problems earlier this year as the team established themselves.

"The appointment booking service for the surgery is run by a dedicated reception team based within Leeds which makes the appointments for our other local practices, all of which have received good CQC ratings.

"The last Westgate CQC rating is an anomaly from a moment in time and we are currently discussing this with the CQC as we don’t feel it is representative of the quality of service delivered, and positive patient feedback we receive on a regular basis.

"Since the start of 2018 we have also seen an increase in new patient registrations.

"We recognise there were some bedding in issues with the new telephone booking facility, as would be expected with the introduction of any new system.

"The service is now working much more efficiently and we currently have very few queries or concerns.

"The wait time for non-urgent appointments is on average two weeks, and this compares favourably compared to other local practices.

"We also have appointments allocated each day for patients who require urgent on-the-day appointments."