Rising Brook Surgery

Reception staff unhappy when visiting without appointment

I felt the need to switch practices due to concerns about my medication management. I arranged an appointment for a medication review and blood pressure check. Upon arrival, I discovered the consultation was to be conducted by phone, which seemed impractical for taking a blood pressure reading. The phone consultation did not take place as planned. Accessing appointments has been challenging. Visiting reception in person appears to be discouraged, as staff indicate that appointments must be booked in advance. Repeat prescriptions have taken considerably longer than expected to process. Changing to a different practice was the right decision for me.

Long phone queues make getting appointments impossible

I have been registered at this practice since relocating to the area in early 2021. My experience accessing care has been challenging, as I have only managed to see a clinician once despite requiring daily medication. I find myself calling repeatedly each morning in an attempt to secure an appointment, particularly as my prescriptions require regular review. There have been occasions when I have been without medication due to appointment unavailability. When I contact reception, I am frequently told that all available slots have been filled and I should try calling back at alternative times. When I have requested that a clinician authorise a prescription renewal due to running out of medication, I have been advised that this cannot be arranged without an appointment being available. The difficulty in accessing timely medication has become a significant concern, and I am considering whether to transfer to a different practice where I might receive more consistent care.

Impossible to book appointments here

It is extremely difficult to secure an appointment at this practice. On one occasion, I called early in the morning and found that all available slots had already been taken. When I attempted to book later in the day, I was advised to ring back the following morning. This appointment availability situation is quite frustrating.

Felt well looked after during difficult times

Continue the excellent service you provide. We are facing challenging times with global healthcare pressures, increased patient demand, and staffing constraints across the sector. You have consistently provided me with very good care and support, and I am grateful for that. 5 stars.

Can't get through to book an appointment

The rating system requires a minimum score, but this practice falls well short of expectations. Since the previous leadership departed and new management took over, there has been a noticeable decline in service quality. I have not encountered positive feedback from patients or staff regarding the practice's operations. The reception and administrative team appear to lack appropriate training for their roles, and there have been instances where patients have experienced gaps in their medication management. Accessing appointments presents significant challenges, as the phone lines are frequently difficult to reach, and available slots disappear quickly. When appointments are eventually secured, there are instances where scheduled consultations do not proceed as planned. The practice operates on a time window system allowing several hours flexibility, which seems unnecessarily broad compared to more specific appointment slots that would be manageable. Improvements in service delivery and operational efficiency are urgently needed.

Couldn't get through after multiple calls

I have been attempting to book an appointment for several days without success. I am concerned about the delay in receiving medical attention for my respiratory condition. The appointment availability at this practice has been disappointing.

Long phone waits make appointments impossible

Attempting to book an appointment requires calling at specific times during the day. After waiting on hold for an extended period, receptionists indicate that no slots are currently available. This pattern has repeated consistently over several weeks. Regardless of whether calls are made at the earlier or later designated time, appointments appear to be unavailable by the time contact is made with staff. The current appointment booking system feels restrictive and creates difficulties for patients trying to access care. The surgery functioned better before this arrangement was introduced. The overall experience has been disappointing, and there is concern about the direction the practice has taken, as the service no longer meets expectations.

Impossible to book appointments here

Securing an appointment at this practice proves extremely challenging, with staff regularly indicating that all slots are unavailable despite attempting to book ahead of opening hours and before the afternoon appointment release time. This situation raises concerns for vulnerable patients registered here, as the difficulty in accessing care may lead some to abandon their efforts to receive treatment, which is regrettable.

Inflexible appointment booking windows frustrate

The appointment booking system lacks adaptability. Calls must be made at 8 am or 2pm, which often coincides with commute times, school runs, or work start times, and callers typically wait on hold for around 10 minutes. Phoning just after 8am means all available slots have already been taken, requiring a callback at 2pm instead. When calling during mid-morning hours, it would be helpful if the call could be recorded and an appointment scheduled for later the same day or within the following few days, rather than requiring callbacks at specific times.

Phone queue gave inconsistent information about letter

I found the service experience quite frustrating. When I contacted the practice requesting a letter for my housing provider, I was initially told it would be available within a couple of days. Upon following up to check on its status, I was advised to self-certify instead. However, I explained again that I specifically needed the letter for my housing provider. The timeframe then changed to approximately two weeks. After waiting that period and calling back, I was informed the letter was nearly complete. At that point, I was also told there would be a charge for this service, which I hadn't been made aware of previously. The cost was significant relative to my circumstances, and given the relatively straightforward nature of the request, I felt the process had been handled inefficiently. I ultimately decided not to proceed with obtaining the letter.

Impossible to get through on the phone

Attempting to book an appointment requires calling at specific times during the day. After waiting on hold for an extended period, you speak with reception staff who inform you that no slots are currently available. You are then directed to contact an alternative service. That service will redirect you back to the surgery if you call during regular hours, so timing your call becomes crucial. Persistence is needed as availability changes daily. The overall experience of navigating this appointment system has been frustrating and unsatisfactory.

Impossible to reach by phone, appointments unavailable

I have been a patient at this practice for over two decades and previously found it to be a welcoming establishment with a supportive team. Following changes in management, the standard of service has declined significantly. Obtaining an appointment has become increasingly challenging. The booking process feels unnecessarily complicated. I recently experienced considerable difficulty accessing the telephone line, spending substantial time on hold before being disconnected, then having to rejoin the queue for a further period. When I eventually made contact, I was informed that no appointments were available and was asked to call back later. I am disappointed with this situation. The current system appears to work best for those with flexible schedules, whereas working individuals face considerable barriers. I work full-time and commute a considerable distance, beginning my day early. I cannot afford to spend extended periods waiting on the telephone during working hours, only to be told repeatedly that appointments are unavailable. This is an ongoing issue, and I cannot reasonably be expected to book appointments weeks in advance when I require timely care for pressing health concerns. This practice should be answerable for the quality of service it provides. I work within primary care myself and interact with patients in close proximity while following appropriate safety measures. There appears to be no valid reason why normal operations should not continue with proper precautions in place. The practice appears to be using external circumstances as justification for reduced service levels, and in doing so is failing to meet the needs of the many residents who depend on it.

Same-day appointments when you need them

If you need to be seen, they will arrange same-day appointments rather than having you wait several weeks. The team demonstrates genuine care and works with considerable efficiency. The nursing staff member I saw was exceptional.

Phone appointment system needs urgent improvement

The telephone appointment system that was implemented during the pandemic is extremely frustrating. On several occasions, I have not received a callback, and if I have missed a call, that opportunity is lost and I must spend another half hour or more waiting on hold to arrange a different appointment. This process is poor and causes considerable stress.

Reception staff were dismissive and unhelpful

The team here displayed behaviour that I found quite unwelcoming and unhelpful during my visit. I would recommend considering alternative healthcare providers if you have the option to do so.

Booking appointments feels impossible and inflexible

I'm being generous with 2 stars...trying to secure an appointment feels frustrating!! The only option available is to pre book an appointment for 2 weeks ahead which doesn't help when I need to see a doctor urgently and I can't predict whether I'll need care that far in advance!! I'm also unable to book for later in the day as those slots don't become available until 2pm.... Same-day early appointments are no longer accessible when attempting to book on the day, unlike previously. It would be beneficial if a portion of early appointments were reserved for same-day booking rather than making all of them available for advance reservations. It's understandable why emergency departments are so busy with patients when it's so difficult to get an appointment at your local practice.

Long wait but appointment eventually happened

Had an appointment scheduled for mid-morning and experienced a significant wait that extended well past the allocated time.

Lovely staff can't fix the broken booking system

I found it extremely difficult to secure an appointment, which was disappointing. The practice appears to be stretched thin with staffing levels, and this seems to be affecting patient care. Whether intentional or not, the combination of unavailable appointments, communication challenges, and inaccurate information has resulted in fewer people accessing services. I try to minimise my visits and am exploring alternative surgeries. That said, the team members are genuinely pleasant and welcoming. While the core functions of the practice feel inadequate, the people working there are truly kind and approachable.

Reception turned away sick child at closing time

This has been the worst experience I've had at a medical practice. I attended with my young child who was in considerable distress due to ear pain. Despite arriving before the scheduled closing time, there were no clinicians available to assess my child. Instead of receiving care, I was advised to contact the out-of-hours service and instructed to wait until the practice closed. This situation goes well beyond what would normally warrant a simple online review.

Reception and doctors were genuinely supportive

The front desk staff and medical practitioners are exceptionally helpful and provide excellent support.