The Roxton Practice

Staff attitudes vary widely at this practice

A number of staff members are genuinely pleasant, attentive and supportive. However, the majority, particularly clinical staff, come across as distant, lacking professionalism and showing little compassion. I recognise that healthcare roles can be demanding, but I do question why someone would choose a profession centred on supporting and caring for people if they struggle to show basic understanding towards patients. During a recent appointment, I was told that there isn't a 'magic wand' available to resolve my concerns and asked what I expected from them. Despite my attempts to explain my symptoms repeatedly, I felt unheard. I'm not a medical expert and don't know what the solution should be, yet it seems there should be more to the approach than simply prescribing medication. I left feeling as though I shouldn't have come at all. Unfortunately, this hasn't been an isolated experience. I feel genuinely let down by the service.

Quick appointment booking and next day response

Having recently relocated to the area, I had already heard various comments about this practice's service quality. I'm pleased to report that my experience did not align with these concerns. When I needed to book an appointment, the process was straightforward and efficient, with confirmation coming through the following day once my referral had been submitted. It's possible that previous feedback may have prompted improvements, as I encountered no difficulties throughout my interactions.

Quick response when you really need it

I couldn't have received better or faster care if I'd chosen a private provider! Truly outstanding. I submitted an online request this morning at approximately 10am, and within just a couple of minutes I received a phone call from reception, offering me an appointment with a clinician at 11am that same morning. I was seen by a healthcare professional and a nurse who took blood samples. Everything was resolved! The entire team deserves recognition. When you're genuinely unwell, you will be prioritised for prompt attention. I cannot speak highly enough of this practice.

Prompt service from initial contact to prescription

I would like to express my gratitude to the entire team at the practice for the efficient service and care I received during my recent visit. From my first point of contact through to consultation and receiving my prescription, the entire process was completed promptly and professionally within a single afternoon.

Easy to book appointments when you need them

I have been registered at this practice for many years but have not needed to use their services frequently until recently. The practice consistently demonstrates excellent organisation, and I have experienced no difficulties obtaining appointments. Over the past year, I have consulted with three different clinicians, and each has provided excellent care. All members of staff I have encountered, including those in reception, clinical support roles, and nursing positions, have been exceptionally kind and professional. Thank you 🙂

Friendly reception staff made me feel welcome

The service and care provided at Immingham consistently meets high standards.

Friendly staff made the visit straightforward

Excellent service as always, the clinician was really pleasant and the staff member who took my blood was lovely. Given the current circumstances, I think they do a wonderful job!

Supportive practice despite challenging times

I've encountered numerous complaints about this practice, though I personally haven't experienced issues myself. They navigated challenging circumstances during recent times, and I believe people should show greater understanding of what they've been through.

Receptionists helped navigate the callback system

Recently, I was experiencing significant discomfort with a urinary tract infection. I attended the local surgery and found the reception team to be exceptionally supportive in helping me access a telephone consultation service. (Despite this being requested during afternoon hours when the callback service had limited availability) The clinician who called me back promptly arranged for medication to be dispensed at my local pharmacy within a convenient timeframe. Every member of staff demonstrated genuine care, kindness and sensitivity towards my situation and how poorly I was feeling. I'm delighted to report that by the next day, I experienced considerable improvement. I'm very grateful for the assistance provided.

Quick appointment and thorough hip assessment

Received a prompt appointment with the initial physiotherapy practitioner who specialised in musculoskeletal conditions. The session was very informative and imaging for the hip area was arranged within a week. Very satisfied with the experience.

Felt listened to during procedure explanation

Can't fault the medical professionals at this practice in the area. I had a minor surgical procedure carried out and the clinician was absolutely lovely. They spoke through what was going to happen, were very kind and caring. The support staff member present was equally helpful. Both my sons had similar procedures done a few months back with the same clinician and my partner had a different procedure removed too a few years ago - also with a lovely doctor. Thank you for your service.

Appointment system let down by reception attitude

The appointment system generally functions adequately, though it is undermined by occasional oversights and unhelpful interactions with front desk personnel.

Quick appointment and caring reception staff

Excellent experience with prompt scheduling and a particularly attentive reception team.

Reception staff dismissive about appointment booking options

The reception team could benefit from developing their interpersonal approach. During in-person visits, the standard response tends to be directing patients to use the online appointment system during business hours. This can be challenging for those working in demanding roles where accessing the system during these times is difficult. The suggested alternative of having a family member book on your behalf isn't always practical. I noticed there were several reception staff members present, though it was unclear what their individual responsibilities were. The overall interaction felt dismissive compared to what I would expect from customer-facing roles. Better communication and flexibility in how appointments are offered would significantly improve the experience.

Prompt callback service made all the difference

I am completely happy with this service. I was called back after leaving a message requesting a callback. The service provided was much improved.

Online consultation promised but never delivered

Extremely disappointing experience. I submitted an online consultation early in the morning and was informed within an hour that I would receive a call the same day, but this did not happen. I feel the practice does not prioritise patient care adequately.

Staff were helpful and made me feel supported

I am very grateful for the support and assistance provided by the entire team at the practice today. I truly appreciate the care and attention I received. 👏

Phone lines constantly busy and hard to book

It is extremely difficult to reach the practice by telephone as the lines are consistently engaged. Obtaining an appointment is challenging as slots fill up quickly, and the online booking system requires reservations to be made before 8am. Even urgent appointments cannot be secured through this practice, and patients are instead directed to an alternative location, which is problematic for those without access to transport.

Couldn't get through to book an appointment

This review concerns my experience attempting to schedule an appointment. I am unable to comment on the actual care provided since I have not yet been able to access the service. I have made multiple attempts over several days to secure an appointment. The online booking system shows no available slots, and when trying to reach the practice by telephone, the line remains continuously busy. I would appreciate clarification on the process for booking an appointment.

Booking appointments online only between set hours

Disappointing experience overall. Telephone appointments cannot be booked by calling directly; instead, the online booking system must be used, though it lacks necessary functionality. The process is frustrating—calling results in no response, forcing patients to use the website to schedule appointments, which are only available within a limited time window. Even then, the desired appointment slots do not appear to be available. I have concerns that even in urgent situations, the reception team may prioritise directing patients to the online system rather than providing immediate assistance. Their manner came across as dismissive and unhelpful. My one previous appointment was conducted remotely rather than in person. The clinician appeared uncertain about my condition and prescribed medication that caused significant side effects, leaving me unable to function normally. Overall, I found both the surgery and its booking system unsatisfactory and would not recommend using this service.