Rooley Lane Medical Centre

Reception staff ignored repeated requests for help

The reception team's demeanor left much to be desired. There were instances where I waited at the desk without receiving prompt attention despite attempting to signal for assistance multiple times, and interactions both in person and over the phone felt unwelcoming and dismissive. The overall experience at the front desk was disappointing.

Long wait despite early opening time

The practice opens at 8am, but within a minute of that time being reached, the queue appears to be over 30 people deep, which seems difficult to understand how that occurs.

Struggled to get medical records sorted

The service experience was disappointing with inadequate communication throughout. I have been attempting to obtain a medical document for an extended period without success. On certain occasions, the document could not be found, yet on other days it appeared to be available, though it required additional clearance before being provided. There seemed to be inconsistency in how requests were handled and processed.

Reception staff showed no sympathy during appointment confusion

My mother had a very disappointing experience at the practice today. She arrived thirty minutes early for her appointment and checked in with the receptionist, but felt that she was not treated with warmth or consideration. She was then left waiting for thirty minutes and missed what was supposed to be a telephone appointment. The booking system lacked clarity regarding whether the appointment was scheduled as a face-to-face or telephone consultation. My mother is experiencing significant discomfort, and she felt that the administrative staff showed a lack of empathy throughout her visit. There was no apology offered by the receptionist. Overall, the experience felt inadequate and frustrating, and we felt the service did not represent good use of resources. I was required to provide a rating in order to submit this feedback, though I feel the experience warrants a lower assessment. The receptionist would benefit from additional training in communication skills, knowledge, and most importantly, in demonstrating compassion and attentiveness to patients.

Long-term care that feels genuinely personal

I feel extremely grateful to have received care from this practice over many decades. All the staff members have consistently looked after my health, not just during times of illness but also by proactively encouraging me to attend regular check-ups. Everything has been done in a kind, caring and friendly manner that truly goes above and beyond what would be expected. I feel extremely fortunate to have such wonderful people supporting my healthcare. Thanks to all

Staff were polite and genuinely interested in helping

Consistently excellent service with courteous and attentive staff who go the extra mile to assist. The clinical team are equally professional and supportive, with no issues to report. Keep up the outstanding work 👍👍👍

Couldn't get through on the phone

I had a very disappointing experience at this practice.

Reception staff overruled the doctor's decision

The receptionist at this clinic appeared to have significant influence over clinical decisions. A blood test was recommended by my healthcare provider due to complications following a surgical procedure, however the test was not carried out. I was unable to obtain the requested investigation and am now seeking care elsewhere. I feel frustrated by my experience and believe there are serious issues with how this practice operates. I am disappointed with what I perceive as barriers to receiving appropriate care and am reconsidering my trust in the healthcare system here.

Reception staff lacked empathy and understanding

The receptionist's manner was quite abrupt and lacked warmth. The level of customer service fell short of expectations.

Receptionist blocked access to medical care

I have concerns about the reception experience I received. The receptionist's manner was quite unpleasant, and I felt frustrated by what appeared to be gatekeeping of access to medical services. I was troubled by the suggestion that my response to their approach may have resulted in consequences for my ability to continue receiving care at this practice. This situation was very disappointing.

Friendly welcome for new patients calling in

I rang through and was promptly connected. As a new patient, I received attentive care. Much appreciated.

Reception check-in process caused unnecessary waiting

The receptionist appeared inattentive to detail. I arrived and waited for half an hour, only to discover upon returning to the desk that my arrival had not been properly recorded by the earlier staff member. This oversight was frustrating and inconvenient.

Friendly practice that actually gets things done

I recently switched to a new practice and found it to be a worthwhile change. The staff were welcoming and courteous, and I have experienced more progress with my healthcare compared to my previous practice, which I had been with for over a decade.

Caring staff who really listen to patients

The team members are excellent, compassionate and courteous. I am very grateful for the support and care they provide. Highly recommended and deserving of top marks.

Didn't feel taken seriously at appointment

The practice should demonstrate greater commitment to their responsibilities and treat patient care with the seriousness it deserves.

Staff were kind and really listened

I consistently experience the healthcare team at this practice as outstanding, compassionate, and genuinely attentive to what patients have to say.

Friendly staff made me feel welcome

I am relatively new to this practice and have found the experience to be positive. Throughout my visits, I have encountered staff members who have been welcoming, courteous and supportive across all areas of the service. I am pleased with my decision to register here.

Repeated blood test errors causing frustration

I have now undergone 5 blood tests for the same issue that continues to not be properly addressed. The testing keeps going wrong! This practice causes me significant stress and anxiety.

Reception staff were dismissive during phone call

It's frustrating when there appears to be a disconnect between how patients are expected to behave and the conduct of staff members. When my daughter called the surgery this morning, she was respectful throughout the conversation. However, she felt the receptionist was dismissive and unhelpful. When asked about her medication, the receptionist's tone suggested doubt about whether she was being truthful, which came across as accusatory rather than helpful. This kind of interaction is disheartening and makes it difficult to understand why patients are then held to a higher standard of courtesy.

Reception refused to book appointment after test results

The staff members displayed a dismissive and discourteous manner throughout my visit. When I requested clarification regarding a health precaution measure they had instructed me to use, and when I attempted to raise concerns about my experience, I was met with accusations of misconduct. Management subsequently issued formal correspondence suggesting I seek care elsewhere. Additionally, following notification of test results requiring clinical review, the reception team declined to schedule the necessary appointment. I stand by my account of these events.