Rooley Lane Medical Centre

Charged unexpectedly for a simple form signature

We attended the surgery seeking a signature and stamp on a travel documentation form as verification of a medical situation requiring ongoing physiotherapy support. We were informed there would be a charge of £30 for this administrative service. We found this fee unexpected and frustrating, particularly given our long-standing contributions to the healthcare system. We also experienced difficulty reaching the practice by telephone on previous occasions. Overall, we felt disappointed with our experience and would prefer not to return.

Unhelpful and dismissive reception experience

The service provided was unhelpful and discourteous.

Phone line issues made contacting surgery impossible

The customer service experience was disappointing. When attempting to contact the practice by phone, the line appeared to be unavailable, and despite multiple attempts over an extended period, I was unable to reach anyone. For urgent matters, I would not recommend relying on this method of contact. I had to contact the pharmacy directly to obtain information that should have been readily available. The single star rating reflects my frustration, as I would rate it lower if possible. I am considering escalating this matter through formal complaint channels.

Friendly reception but phone lines unresponsive

The team members were welcoming and approachable, however there were difficulties reaching the practice by telephone.

Front desk staff weren't helpful or attentive

The reception team appeared dismissive and inattentive during my visit, seeming more focused on conversation amongst themselves rather than assisting patients. I found it difficult to reach the practice by telephone to book appointments, as the line was frequently unavailable. The overall service experience was disappointing, and I feel the practice would benefit from a thorough review of its operations and standards.

Struggling to get through on the phone

The service has been disappointing, particularly when trying to access medical care. Getting through by telephone is challenging for myself and my family members. Additionally, when appointments are scheduled late in the day, there seems to be a sense of rushing through the consultation, as though the healthcare provider is keen to conclude the session.

Phone line keeps dropping at opening time

The practice begins taking calls at 8am, however when attempting to contact them from that time onwards, the calls do not connect properly. Instead, the line repeatedly disconnects, and despite multiple attempts, the same issue persists.

Felt listened to about my joint pain

I have been with this GP service for some time and the clinical staff here are excellent. I have experienced issues with pain and mobility concerns, and the practitioners have consistently listened to my concerns, demonstrated understanding, and maintained a high level of professionalism throughout my care.

Practice blocked appointment access for over a week

This practice does not meet expectations. I have been attempting to schedule a consultation for my parents for more than a week, but have consistently encountered obstacles that prevent them from being seen by a clinician.

Couldn't get through on the phone line

This has been the most frustrating medical practice I have attended. Every time I attempt to make contact by phone, I receive an error message indicating an invalid number. I have tried calling on numerous occasions without success. Unfortunately, this is not an isolated incident, as I have experienced similar communication difficulties previously. Due to these ongoing issues, I am considering switching to a different practice.

Couldn't get through on the phone line

I have been attempting to contact the practice throughout the day but have been unable to get through due to the phone line being busy. After multiple attempts to reach someone, I require assistance with obtaining a repeat medication request.

Finally got a face-to-face appointment that mattered

I recognise that the past several months have presented considerable challenges for both patients and healthcare professionals, with the pandemic creating substantial disruption to everyday routines. However, today's appointment has restored my confidence in the NHS. As a healthcare worker, I have been on the frontline throughout both waves of the pandemic. I have been experiencing health difficulties for more than eight weeks, and following numerous remote consultations with different clinicians at the practice, multiple calls to the out-of-hours service within a single day, and a visit to the emergency department, I eventually spoke with a clinician who genuinely listened to my concerns and demonstrated authentic care for my wellbeing. My primary need was to be assessed in person so that a practitioner could examine my presenting issue and enable me to recover and return to my role caring for others. I have not encountered a clinician displaying such attentiveness, compassion and understanding in quite some time, and I am genuinely appreciative of their willingness to see me at the surgery for a proper examination. This represents the first time a clinician has actually examined me regarding the issue I have been dealing with for over eight weeks, despite previous practitioners issuing prescriptions without conducting any assessment. It is regrettable that it has taken this considerable length of time to receive appropriate in-person evaluation, and the journey has been difficult. Fortunately, I have now been seen by a clinician I had not previously consulted with, and I can finally progress towards recovery. I extend my sincere gratitude to the practice for their efforts in supporting all patients seeking medical care.

Efficient practice with professional and accommodating staff

Well-run facility with professional and helpful staff across all departments, including clinical and administrative teams.

Service improved after concerns were raised

I had expressed concerns about the service previously, but I'm delighted to report that the matter has been resolved. The team members involved have been absolutely excellent throughout, and I'm satisfied enough to continue using their services. Everyone makes errors from time to time, and it's genuinely reassuring when people go the extra mile to make things right. Thank you

Staff weren't helpful and too many different doctors

The service provided was not satisfactory, with staff appearing unhelpful and frequent changes in practitioners. The practice appears to make numerous errors in their operations.

Felt listened to at my appointment

The clinical staff at this practice are excellent and demonstrate genuine kindness and attentiveness to patients. They listen carefully to concerns and provide a supportive approach to care. I have consistently had positive experiences with the surgery and have not encountered any issues.

Easy to reach and book appointments online

Have always found it straightforward to reach the practice by telephone and booking appointments through the online system is convenient. The team members have been supportive and accommodating.

Flexible appointments at a busy practice

Excellent practice with a dedicated team that offers both in-person and remote appointment options. If you anticipate immediate responses from such a busy facility, you may want to adjust your expectations accordingly. Patience is worthwhile here. This has been the finest practice I have experienced.

Receptionists didn't seem to know what they're doing

Inadequate communication and substandard service delivery. Reception staff appeared to lack sufficient knowledge and competence in their roles.

Systems failure left us completely in the dark

The practice experienced significant operational difficulties with system failures and a lack of effective communication.