The Roseberry Practice

Reception staff wouldn't help with callback requests

Absolutely dire. Nothing but rude and condescending from reception through to the clinical staff. New to the area and never experienced anything like it. Can't get through on the phone and reception staff refuse to even consider asking a clinician to contact you. One particular clinician was particularly unpleasant.

Got appointments despite busy phone lines

I have always been able to secure an appointment when required, even though the telephone system experiences high demand. The team demonstrated genuine compassion and attentiveness throughout my visits.

Appointment booking could be smoother here

When you manage to speak with a doctor, any health concerns are handled or addressed in an appropriate manner. The clinical staff are undoubtedly kind, professional and friendly. My only concern relates to the reception team and the appointment booking process, but aside from that it is a good practice.

Long wait on phone for prescription order

Called the practice to request a prescription at 11.30. After waiting until 12.20 for someone to pick up, I was informed that the deadline for ordering had passed and was asked to try again the following day. It seems I would need to ring much earlier in the morning to have any chance of getting through before midday. A 50-minute wait for the phone to be answered feels excessive, regardless of how busy the surgery may be.

Misdiagnosis left us worried and scared

A healthcare professional at a local practice provided a diagnosis for a family member that the reviewer believes may have been incorrect. The reviewer expresses concern that this may have contributed to a serious health outcome, and notes that this situation has caused significant distress to the family.

Dismissive attitude from nursing staff

There's little point in registering at this practice if you're seeking proper medical care—you'll only encounter a dismissive healthcare professional instead.

Booking appointments here is nearly impossible

Attempting to secure an appointment has proven to be quite frustrating. I have visited the surgery in person and made phone calls, though neither approach has been particularly effective in my experience. I have been unable to arrange an appointment for an elderly patient with specific mobility and hearing requirements. The booking system only allows reservations up to two days in advance, and even arriving at opening time results in a fully booked schedule. Despite being advised by a clinician to return within a week, obtaining an appointment has remained impossible. This has been my most challenging experience with a medical practice to date.

Couldn't get through after multiple attempts

I made multiple attempts to reach the practice and was eventually informed that a clinician would contact me. After waiting several hours, I visited in person only to be told they had already tried calling back on two occasions, though I had not received these calls. I was then advised to contact 111 if I required an urgent appointment, or to try again the following day in hopes of securing a slot. This experience left me feeling the service could be improved.

Friendly reception staff made booking straightforward

The clinical staff at this practice provided excellent care and support. I was very satisfied with the service received and have no complaints about my experience.

Prescription order wasn't processed properly

The practice prescribed medication for me, but the prescription was not included in my delivery order. Additionally, the pharmacy has been providing me with double the prescribed dose. This has been frustrating to deal with.

Long-term patient impressed by consistent care

I have been a patient at this practice for a considerable time. Throughout my years here, I have consistently been very satisfied and impressed. This assessment is entirely founded on my own personal experience. The clinical team, nursing staff, and administrative personnel have all been excellent.

Couldn't get through on the phone

From the moment I registered with this practice, I realised I had made a significant error. I experienced considerable difficulty obtaining an appointment despite making multiple attempts to contact them by telephone without receiving a response.

Phone queue frustration spoils otherwise good service

Attempting to book an appointment at this practice is frustrating, as it requires numerous attempts to reach reception by phone. The recorded message asking you to hold the line frequently results in the call being disconnected before you can speak to anyone. On this particular occasion, the experience was somewhat better than before, though it still required multiple tries and a considerable amount of time. The staff who work at the practice provide excellent service once you do manage to get through, but the appointment booking system remains a significant issue that needs addressing.

Friendly staff despite difficult appointment booking

Booking an appointment can be quite challenging, though the team members have consistently demonstrated friendliness and helpfulness throughout the process.

Long waits and holiday excuses frustrate patients

It took three weeks to secure an appointment, with the explanation being that the doctor was unavailable due to time off. This lengthy wait time is frustrating and may contribute to the pressures faced by emergency services.

Long waits and rushed appointments here

I have never experienced a medical practice quite like this one. It takes an exceptionally long time to secure an appointment, with availability limited to same-day bookings only. Even when you do manage to see a clinician, they do not seem to adequately address the health concerns that prompted your visit in the first place. Additionally, the pharmacy service is notably slow, with waits typically ranging between 30 to 45 minutes to collect prescriptions.

Impossible to reach the surgery by phone

It is extremely difficult to reach this medical practice by phone, which is quite disappointing in the modern era.