Rising Brook Surgery

Patient Experience Summary

Patient feedback reflects a mixed experience with significant challenges in appointment access balanced against positive interactions with clinical and reception staff. The most consistent concern across reviews is the restrictive booking system, which limits same-day appointments and requires calling at specific times, often resulting in lengthy waits and unavailable slots. Patients report difficulty reaching the practice by phone, extended waiting periods both on hold and in reception areas, and frustration with the need to book weeks in advance. Communication issues are also noted, including missed referrals, delayed follow-up, and unclear information about test results and medication management.

Despite these operational challenges, many patients praise the courtesy and genuine care demonstrated by reception and clinical staff. Positive feedback highlights the welcoming environment, compassionate approach, and professional service provided during consultations. Some patients report efficient organisation and straightforward booking through digital platforms, though these experiences appear less common than reports of access difficulties.

The practice appears to function better for patients with flexible schedules and those seeking routine care, but struggles to meet the needs of working individuals requiring urgent or timely appointments. Concerns about clinical assessment thoroughness and responsiveness to patient concerns are raised in some reviews, suggesting inconsistency in care quality across different consultations.