Rooley Lane Medical Centre

Receptionists made the whole experience feel considerate

I have been a patient at this practice for over two decades, and I consider it to be an excellent facility. The clinical staff demonstrate genuine care, compassion, and understanding, consistently directing patients toward appropriate support for significant health concerns. They make considerable efforts to accommodate appointment requests and prioritise access for young children and infants. The nursing team provides a remarkably gentle, attentive, and respectful approach that consistently helps patients feel comfortable and supported. The reception staff are among the most professional I have encountered, displaying courtesy, helpfulness, and thoughtfulness in their interactions. There are occasional challenging periods, though these largely reflect broader systemic constraints rather than individual failings. I find it puzzling that some patients choose to share such unfavourable feedback about this practice.

Doctor listened carefully to all our concerns

There is one clinician at this practice who genuinely took an interest in my child's health and wellbeing. From the very first appointment, they demonstrated exceptional empathy, professionalism, and compassion. They listened carefully to all of our concerns and never dismissed or underestimated them, which made us feel truly heard and supported as parents. This clinician has extensive medical knowledge and takes the time to explain everything clearly and thoroughly. They are approachable, open to discussion, and always willing to answer questions, treating parents as valued partners in their child's care. It is clear that this clinician is motivated by genuine vocation, not just professional duty. Their dedication to their patients, caring attitude, and commitment to providing the best possible care truly set them apart. Unfortunately, clinicians with this level of empathy and genuine concern for their patients seem to be rare in this practice. We are extremely grateful for the care and attention given to our child and would highly recommend this clinician to any parent looking for a knowledgeable, compassionate, and dedicated healthcare professional.

Staff were dismissive when I asked questions

I found the staff member's manner to be quite abrupt. Given that I have additional support needs, I do sometimes need clarification on matters, and I simply sought some information regarding my appointment. Unfortunately, the interaction became heated, with raised voices, and the call was terminated while I was still speaking.

Inconsistent care and long waits at appointments

The experience at this practice varies considerably depending on which clinician you see. One particular doctor provides thorough and attentive care, which is why I've continued attending despite other frustrations. However, other clinicians have left me feeling rushed and undervalued during appointments. I attended two separate consultations that were initiated by the practice regarding test results, yet I felt my time was not respected during these visits. There's also an inconsistency with appointment punctuality—the practice frequently runs behind schedule by at least 15 minutes, yet patients arriving slightly late are turned away. This disparity in service quality and the scheduling issues have been disappointing, though the care from one particular clinician has been the main reason for staying with the practice.

Staff were helpful and genuinely polite

The team has consistently demonstrated helpfulness and courtesy throughout my visits.

Reception staff were consistently rude and unhelpful

I have been registered with a practice in my previous area for many years and found the service to be of a high standard. Following a house move, I have had to register at a new practice. Since my registration, I have attended only briefly and have found the reception experience to be unwelcoming and dismissive. Due to my health conditions, I experience sleep difficulties and have had to make early morning appointments, which has been challenging. At my previous practice, there was a note on my medical record acknowledging my circumstances and allowing flexibility with communication. The reception staff here have been unhelpful from the outset, before I have even consulted with clinical staff. I have noticed that practices in this area appear to have lower ratings compared to my previous surgery. I am compelled to add further concerns regarding repeat prescription management. I submitted a written prescription request, which included a medication that had been recently modified. When I contacted reception beforehand for guidance, I received conflicting advice. Upon submission, I was told the initial guidance was incorrect. After spending considerable time at the surgery and experiencing rude treatment from reception staff, the prescription was processed. However, when I collected it from the pharmacy, only one item of twelve had been dispensed. I contacted the surgery from the pharmacy and was again treated dismissively by reception staff, who appeared unaware of the issue despite the clear submission date on my records. The surgery subsequently acknowledged the error, but I was required to return to collect the missing items despite having significant mobility difficulties. This pattern has continued over subsequent months. I have submitted repeat prescriptions containing multiple items, yet only partial dispensing has occurred repeatedly. This has required me to make multiple trips to the surgery, which is particularly difficult given my physical health limitations. The pharmacy has confirmed this is a widespread issue affecting multiple patients. Throughout my previous fifteen years at another practice, I never experienced such problems. The recurring failures in prescription processing are impacting my health and wellbeing, as well as that of other patients. I am extremely dissatisfied with the service provided.

Staff actually listened to my concerns here

I'm uncertain why there are numerous negative reviews, but since transferring from my previous practice to my current one, I've noticed a substantial improvement in the standard of care I receive. Many surgeries in the local area appear to have poor ratings, however if you're considering making a similar change, I would recommend it. I had been pursuing a referral to a specialist for two years at my former practice. After switching, I finally received the referral I needed. I've consulted with several different clinicians at my current practice and have found them all to be very supportive and genuinely attentive to my concerns. I'm pleased I made the decision to change despite the lower rating visible online.

Friendly staff made us feel welcome

I have been a patient at this surgery for approximately three years and it has proven to be an excellent choice for my family and me. The reception team and wider staff are outstanding. I particularly appreciate one of the clinicians at the practice who consistently demonstrates helpfulness and support. I am very grateful for the care I have received. 🧡

Receptionists made booking straightforward and helpful

This has been the finest GP practice my family and I have experienced. We have consistently received reliable care. The reception team demonstrates exceptional professionalism and consistently provides helpful assistance. The clinical staff member I have seen regularly has always been remarkably supportive and attentive to my needs. Thank you so much for the excellent care and support provided ❤️ 🙏🏽

Dismissed concerns, daughter's condition worsened next day

The quality of care from the medical team has been inconsistent. During a recent visit, my concerns about my child were not fully addressed and I was reassured that everything was satisfactory. However, the following day, a significant skin reaction developed across the face and body. This resulted in my child being unable to attend their usual childcare setting due to the presentation.

Staff took time to listen and explain things clearly

I want to share my honest experience with the healthcare professional I have been seeing, who has been an exceptional doctor for me and my family. For over a year, my family and I have been attending appointments, and from the very first visit, it was clear this practitioner is different from others. They listen carefully, explain everything clearly, and truly care about their patients. They have helped my family and me with various health concerns, referred us to specialists when needed, and always provides guidance and support. Unlike other doctors who rush appointments and don't explain things properly, this practitioner takes the time to make patients feel comfortable, understood, and supported. Since we moved to another location we deeply miss having access to such a knowledgeable and compassionate healthcare professional. We are very grateful for their help and wish them continued success.

Reception staff showed little empathy or care

The reception staff demonstrated a lack of attentiveness to patient concerns and appeared disengaged during interactions. Their communication style came across as dismissive and unhelpful.

Friendly staff and minimal waiting time

The reception staff were courteous and welcoming, and the clinical team demonstrated a friendly demeanor. Appointment times were managed efficiently without extended delays.

Helpful service with convenient online features

I have been a patient at this practice for many years. The service has been consistently pleasant, with friendly and supportive staff members. The online portal is particularly convenient, allowing easy access to prescriptions, medical certificates, and personal health records. I appreciate the facilities available.

Reception staff made booking straightforward and easy

Excellent practice, I have never experienced any problems with booking appointments, getting my prescriptions, or anything else. The reception team are wonderful and the clinical staff are absolutely brilliant!! Thank you all

Friendly reception staff and attentive doctors

I've been a patient at this practice for almost a year now, and I've found the clinical staff and reception team to be genuinely excellent. I hope the surgery continues to maintain these high standards going forward.

Phone appointments system needs urgent improvement

The reception team appeared dismissive regarding telephone appointment procedures. Calls were disconnected after minimal rings, and when attempting to reconnect, staff indicated the appointment slot had been missed and suggested rebooking for the following day, regardless of urgency. When raising concerns about this experience, the staff member who answered seemed uninterested and only sought to identify which department was involved. Requests to speak with management were met with the response that they were unavailable due to being in a meeting.

Reception staff made all the difference

This has been the finest GP practice that my family and I have experienced. The front desk team are welcoming and supportive, which I find to be particularly important. The clinical staff members are equally excellent.

Hard to reach reception and long wait times

My time at this medical centre has been deeply disappointing and demoralizing. It has become extremely challenging to obtain an appointment, and the standard of care provided falls considerably short of expectations. Trying to book an appointment at this practice has proven to be an arduous process. The waiting periods are substantial, and reaching a member of the reception team by telephone presents a significant obstacle. It appears that administrative procedures take precedence over attending to patient needs, leaving those seeking medical care without adequate support. When I eventually managed to secure an appointment, the quality of service was underwhelming. The team appeared unmotivated and detached, demonstrating a lack of compassion and professionalism. I felt treated as merely one of many rather than as an individual requiring proper medical attention and consideration. The absence of effective coordination and dialogue among staff members only heightened my sense of frustration. I left feeling overlooked and unvalued, with my issues dismissed as unimportant.

Phone queue delays and medication errors

It took approximately half an hour to get through when there appeared to be minimal wait. I received medication that did not suit me and subsequently experienced an allergic reaction. It seems patient records were not thoroughly reviewed before my treatment. There appears to be a focus on expanding facilities rather than increasing staffing levels, despite ongoing resource constraints.