Rising Brook Surgery

Online triage form made booking straightforward

I submitted a request through the online triage system asking for an appointment to discuss my care. Within a few hours, I received confirmation that a telephone consultation would be arranged for me in the coming days. The process was straightforward and convenient, making it very easy to get in touch with the practice through their digital platform. I appreciated how accessible the team made the booking process.

Long wait to get through on the phone

I recently called to schedule an appointment with my GP and was informed by a receptionist that I would not be able to see my doctor.

Quick phone queue and prompt appointment booking

Called to arrange an appointment this morning and was second in the queue. After waiting around 5 minutes, I spoke with a very helpful member of staff who scheduled me in for 11:30. I was seen promptly, had an examination, and was referred for imaging at the local hospital, which was completed approximately 35 minutes after my consultation. The service was excellent throughout, and I was very satisfied with the care provided by all staff members from initial contact through to clinical assessment.

Surgery failed to call for scheduled appointment

I would rate this practice far below acceptable standards. I am extremely disappointed and frustrated by my experience at this surgery. The practice has made my medication conditional on completing a review appointment. I scheduled a telephone consultation and waited with my phone ready, but no call came through. When I followed up, I was informed that I had missed previous review appointments, despite never being notified that these appointments had been arranged. This has left me in a difficult position, as I have already needed to obtain an emergency supply of my regular medication over a recent weekend. The practice has advised me to ring in the morning to book an appointment at a time that suits me, which I find unacceptable given that this is medication I require on a daily basis. I waited by my phone for an extended period without receiving any contact. It appears the practice is willing to allow patients to go without essential medication, and there is a discrepancy regarding whether these appointments were actually scheduled, as I received no call or notification. This is the poorest service I have experienced from any medical practice. I intend to lodge a formal complaint about this matter, as I believe it raises concerns about patient care and safety more broadly.

Danger to society

I started my health journey with this practice in good faith and they seemed to be doing a good job until I started to investigate by myself whilst using the information within the APP. 1. The clinician P.Hall regularly lied within my health records by stating that he’d carried out certain tasks during the appointment which he had not. He also regularly stated that he had called me about blood results out of normal range but hadn’t and didn’t. 2. They rarely follow up and have no clue as to your personal health situation. 3. I actually investigated my own health and ended up being diagnosed with MS after many many months. The GP’s were pointless and, at times very dismissive and rude. As far as their input, I have anaemia!! Thank heavens for the APP. 4. One GP told me that IBS and IBD are the same thing! 5. The admin team input anything new as the date the letter was dictated and not the date they entered it, even though it clearly states ‘date added’ This makes it very difficult to keep track of new items added. Their explanation as to why they do this was quite funny and very idiotic. 6. Overall I would say that there is a veneer of care with a rather large undertone of ego, disrespect and ignorance. The cherry on top is that I’m a veteran and this certified ‘veteran friendly’ practice never once mentioned it!!

Phone queue always full by morning call time

I found the service at Rising Brook Surgery to be quite disappointing. Whenever I attempt to call at 8:00 AM, I discover I'm already positioned around number 30 in the queue, which feels excessive. After waiting for a response, I'm typically informed that all available appointments have already been allocated for that day. It appears very difficult to obtain an appointment with a doctor when one is needed, which makes me question the value of being registered at this practice. I've made attempts to call at various times on different occasions, yet the outcome remains consistent. The appointment system appears ineffective and seems to offer limited assistance to patients who are experiencing genuine health concerns.

Felt belittled during appointment and notes were inaccurate

My partner attended the surgery today and felt the consultation was handled poorly. They felt dismissed and belittled when discussing their health concerns, and found the communication around their test results unclear and unhelpful. When they tried to ask questions for clarification, they felt their concerns were not taken seriously. Additionally, upon reviewing the clinical notes on the patient portal, my partner noticed several discrepancies between what was recorded and what was actually discussed during the appointment. No patient should feel upset or made to feel foolish when seeking to understand their health and asking legitimate questions. I would like to express appreciation to the reception staff member who showed compassion and checked on my partner's wellbeing following the appointment.

Reception staff ignored us at the desk

The reception area experience was disappointing, as staff members passed by without acknowledging us. It would be beneficial for the team to improve their attentiveness to patients waiting at the desk.

Efficient and helpful travel vaccination advice

I don't attend the surgery very frequently, as I'm fortunate to enjoy good health at my age. However, I recently visited for a consultation regarding vaccinations needed for an upcoming trip abroad. I was given comprehensive guidance and received some of the necessary vaccinations, with additional appointments scheduled for follow-up doses. The entire process was straightforward and well-organised. I wanted to express my appreciation publicly for the care received.

Long waits and dismissive reception staff

Whenever I call to arrange an appointment, I'm informed of a 4-6 week waiting period, which feels quite lengthy, or I'm told I need to ring at 8am daily to attempt securing an earlier slot. When I contacted the practice to book a blood test following concerns about my health, I was again quoted a 6 week wait as it wasn't classified as urgent. The reception staff often come across as though patients are a burden when you speak with them. Overall, I found the service disappointing.

Couldn't get through on the phone

Not recommended

Felt unheard and overlooked at reception desk

I'll try not to dwell on this as it may not warrant extensive discussion, but I want to alert other parents who might be unfamiliar with this surgery to perhaps consider alternatives with stronger ratings. The current standing of 2.5 stars reflects my view that the service falls short of acceptable standards. To summarise briefly, my three-year-old daughter was incorrectly assessed during a visit in January. The clinician did not conduct a thorough examination despite the concerns I raised. I felt dismissed throughout the appointment, and the lack of engagement—particularly the minimal eye contact and focus on computer work rather than attentiveness—came across as unprofessional and lacking in compassion. Both my daughter and I left with the impression of being treated as just another case rather than individuals deserving proper care. I wasn't seeking hand-holding through the appointment, but I did expect the basic courtesy of being heard and for my daughter to receive direct attention from the clinician. She was a young child in a medical setting, visibly unwell and withdrawn from her usual self, and clearly as anxious as I was. The entire visit lasted approximately one minute, and I left feeling deeply concerned. Following my instincts, I contacted 111, which escalated to 999. My daughter required oxygen and was transported by ambulance to hospital for admission. Her condition was potentially serious, and I dread to think what might have happened had I accepted the initial assessment. Subsequently, I returned to the surgery as my daughter's immune system remained compromised and she was susceptible to further infections. As a concerned parent, I felt it prudent to have her evaluated. I checked in using the wall-mounted system as I had done previously and waited. After approximately 25 minutes, I became uncertain about the status of her appointment. I politely asked the receptionist—a staff member with brown hair whose name I don't know—what was happening. She repeatedly suggested I hadn't checked in properly and claimed my appointment had been cancelled. The exchange became circular and frustrating, though I maintained a calm tone throughout. I pointed out that I had been sitting visibly in a quiet surgery for nearly half an hour without being approached, and I asked for clarification on what would happen next. This seemed like a reasonable request. Instead, the receptionist insisted on questioning whether I had actually checked in, speaking in a manner that felt accusatory and dismissive. She offered no satisfactory explanation. As the conversation became increasingly circular with my young daughter beside me, I resorted to mild sarcasm and adopted a firmer tone. I stated that if the system had failed to register my check-in, that wasn't my responsibility, that I had done what was required, and that I hadn't spent 30 minutes waiting for enjoyment. The receptionist had made eye contact with me multiple times during my wait. The receptionist appeared to take offense at my directness and adopted a defensive posture, telling me to calm down and lower my voice. As I mentioned, I had not raised my voice—it's simply not my nature. My focus was on my daughter's care. I assured the receptionist I remained calm and thanked her for her concern. At that point, she seemed to shift into an extreme defensive mode, possibly recognising her own oversight but choosing instead to portray me as the unreasonable party. Rather than acknowledging any responsibility, she attempted to shift blame onto me. After unnecessary prolonged discussion, the receptionist finally arranged for a clinician to see my daughter—seemingly because she had no alternative, given that 111 had indicated my daughter should be seen within 24 hours and that deadline was approaching. Why wasn't this arranged from the outset?

Reception staff were genuinely helpful on the phone

I have read the other reviews and find myself with a different perspective. The reception team have consistently been courteous, friendly and supportive whenever I have made contact by phone. Whilst obtaining an appointment with a clinician can be challenging, on the occasions I have needed to discuss my health concerns, I have been seen by either a clinical practitioner or a doctor. There have been instances where I have needed to wait, though typically this has been resolved within 24 hours. The clinical practitioners at the practice have demonstrated excellent care and genuine compassion. I am grateful to the entire team for their efforts.

Gentle care at the surgery reception

An excellent facility where the staff member provided very good care and was particularly gentle during the treatment.

Impossible to book appointments online or by phone

Unable to secure appointment slots through the online booking system as none appear to be available, and attempting to book by telephone involves extended waiting times with significant call queues.

Staff repeatedly refused appointments without proper consideration

If I could rate this practice any lower I would! I attended with a concern about a lip infection that appeared serious and required urgent medical attention, believing I would need prescription medication to address it. I was denied an appointment despite explaining the urgency of the situation. After multiple attempts to resolve this, the staff eventually acknowledged the issue and offered me an appointment the following day, by which point their availability had become limited. The clinician I saw confirmed the infection was significant. I submitted a formal complaint regarding how my concerns were handled and pursued a data access request in August, which remains outstanding as of December, raising concerns about compliance with regulations. More recently, I contacted the practice seeking an appointment for my young daughter regarding a potential skin condition. An appointment was initially offered, but when I mentioned a pre-existing commitment, the staff member withdrew the offer and suggested visiting a pharmacy instead. When I clarified that I would prioritise a medical appointment if advised to do so, I was told no further slots were available that day. Throughout this interaction, the staff member's tone felt dismissive and judgmental regarding my parenting decisions. I am frustrated with the repeated difficulty in accessing appointments for both myself and my daughter, and disappointed by the manner in which I have been treated by staff at this practice.

Finally getting proper attention elsewhere

Extremely disappointing experience. Having been a patient at this practice for several years, I felt my concerns were not properly heard and my health issues were not given adequate attention. I recently switched to a different surgery and am now receiving more comprehensive support for a long-standing health matter, rather than simply being prescribed additional medications.

Doctor didn't listen to my concerns properly

I have been experiencing joint discomfort and swelling, along with blistering skin for several days. I recently attended an appointment to discuss these symptoms. During the consultation, I explained that I was experiencing significant pain and a burning sensation in my joints, as well as noticeable swelling. However, the examination consisted only of blood pressure measurement and a basic urine test, after which I was told everything appeared normal. I felt that my concerns were not fully addressed or explored. This has left me feeling quite distressed and uncertain about my condition. I have concerns about whether the assessment was thorough enough given the symptoms I presented.

Reception staff unwilling to listen to concerns

I'm not sure where to begin with my experience at this surgery. It's unfortunate that I feel compelled to leave such a negative rating. I've encountered difficulties with this practice over the past couple of months, with reception staff appearing dismissive and unwilling to engage, extending to clinical staff and senior management who similarly seem disinclined to listen to patient concerns. Most recently, I attended for blood tests and was informed the results were satisfactory. However, this proved inaccurate when I subsequently consulted a specialist who identified a significant issue. Upon reviewing my records, the clinical staff member had the test results available yet failed to identify the problem. Additionally, the same staff member documented that a particular medication had been prescribed to me, when in fact no such prescription was issued. These represent serious discrepancies in my care. I subsequently attempted to contact the practice management to understand how these errors occurred and to seek clarification before considering further action. Despite this request, I received no response. Even when faced with such serious concerns, the practice appears unwilling to address or resolve the issues raised. This raises questions about what other matters may be overlooked or inadequately managed within the practice. When significant problems of this nature are not properly addressed, it naturally prompts concern about the standard of care provided more broadly. I would encourage others to carefully consider their experience here. The practice's subsequent response to my concerns was inadequate. When I reached out directly, my attempts to communicate were not acknowledged or acted upon.

Easy to book appointments at this surgery

This has been the finest GP practice I've visited. The team demonstrates excellent organisation, maintains a welcoming approach, and the appointment booking process is straightforward and convenient.