The Roxton Practice

Couldn't book an appointment despite empty surgery

Found it difficult to obtain an appointment with a GP. Visited the surgery to collect an item and noticed the premises appeared to have few people present, which made it unclear why speaking with a GP wasn't possible. The service quality appears to have declined noticeably since the practice underwent its recent changes.

Reception didn't check allergy information properly

I was very dissatisfied with the service I received. I was given two tablets today, one of which was an antibiotic that proved unsuitable for me due to a known allergy. I was not asked about any medication allergies beforehand, and it appears my medical records were not reviewed, as this information should have been readily available. I returned later to obtain a replacement antibiotic, but was not offered a refund for the unusable medication. I found this experience frustrating and concerning.

Online booking made things really easy

The digital appointment system has been working well for me up to now, and the team members have consistently been welcoming.

Quick appointments, well organised practice

This practice has consistently provided excellent care for myself and my close family members, including during challenging periods. The clinical staff members are consistently warm and approachable, and while consultations tend to be brief, the service is well-coordinated and I have not experienced any problems. The online appointment system is regularly used for routine prescription renewals, with responses typically received within a short timeframe. Overall, I have found the service to be of a high standard.

Everything sorted in one efficient visit

Extremely satisfied with my visit. I was able to receive multiple services including blood tests, urine samples, a clinical examination and a vaccination all during a single appointment. The staff were professional and the process ran smoothly. I was pleased to be accommodated despite booking less than a day in advance.

Reception staff went the extra mile with kindness

I attended the practice today seeking assistance with my respiratory medication. I spoke with a friendly member of staff who was very helpful and directed me to reception with a warm smile. After waiting, I was greeted by another staff member who listened to my concerns and kindly offered me a drink of water. I was impressed by the welcoming atmosphere and the care shown during my visit. I would like to express my gratitude to the team for their kindness and support.

Online booking system repeatedly unavailable

Every time I try to use the online appointment system, it appears to be unavailable. The practice requires appointments to be booked the following day, but when I attempt to do so, the system is closed again. I find it challenging to book appointments at such short notice. The response I received did not address my concerns and only highlighted how frustrating the appointment booking process is.

Car park unfairly favours staff over patients

The car park facilities are inadequate, with limited spaces available for patients while a separate area appears underutilised. There are concerns about communication regarding medication changes, particularly when doses have been adjusted without prior notification. There is also frustration about the handling of requests for additional pain management support.

Nurses made me feel genuinely at ease

The nursing staff I interacted with were excellent and helped me feel relaxed and reassured during my visit.

Difficult to reach the practice by phone

Attempting to reach this practice has proven extremely difficult. I made multiple efforts to receive a response regarding matters that fall outside the scope of the online consultation system or the digital prescription service. While I understand that immediate replies are not always feasible, receiving no response at all is disappointing and unsatisfactory.

Helpful nurse but phone callback felt rushed and dismissive

The specialist nurse at the clinic was wonderful – cheerful, courteous, and genuinely pleasant to interact with. However, when I subsequently contacted my GP practice, I received a callback from a staff member who did not introduce herself. She came across as quite curt and seemed unwilling to hear my full concerns. When I requested an appointment with a doctor, she indicated this wasn't necessary. Throughout our conversation, she frequently interrupted me, which caused me considerable anxiety and made it difficult for me to remember the points I had wanted to discuss.

Phone lines constantly engaged and unreachable

We have been attempting to contact the surgery for the last several hours and throughout this entire period we have only received an engaged tone. It appears the telephone line may not be functioning properly.

Progressive facility with efficient vaccination service

An excellent and forward-thinking healthcare centre in the local area. The facility was utilised extensively for vaccination programmes during the pandemic.

Smooth booking and friendly staff for vaccination

Attended for a vaccination appointment at the local clinic and the staff were excellent.

Pleasant and professional reception staff

The entire team demonstrates a courteous, respectful and competent approach.

Registration process left me frustrated and confused

I normally don't leave feedback, but on this occasion I felt compelled to. The service experience was disappointing. Four weeks ago I submitted a registration form at the practice and was informed it would take approximately one week to process. When I called yesterday to request an appointment, as I require medication for a health condition and needed to arrange this, I was told my registration had not been completed. I was asked to return to the practice and resubmit the form. This morning, while experiencing significant symptoms related to my condition, I attended the practice at 8am only to be informed by reception staff that I needed to complete the registration online instead. The communication throughout this process has been unclear and inconsistent. Additionally, I found the reception staff to be unhelpful and dismissive. The staff member I spoke with today did not allow me to finish explaining my situation, and when I asked for clarification on how to proceed, I was simply directed to check the website without further assistance. There are people who struggle with online systems and processes. If you work at the front desk, it's important to be approachable and genuinely willing to support those who ask for help. I am very disappointed with how this situation was handled.

Frustrating phone queues and unavailable online booking

It is frustrating that accessing services online presents difficulties, yet when contacting the practice by telephone, there is often a lengthy wait and staff direct patients to use the online system, which is frequently unavailable.

Reliable medication delivery when it mattered most

During a challenging period, my prescriptions have been delivered consistently each month without fail. The team members have been approachable and well-organised, and the nursing staff have gone above and beyond to provide assistance. I am genuinely grateful for the support provided by everyone involved.

Receptionists dismissive of patient concerns

Why do the reception staff at this practice seem to believe they have medical expertise? They appear to lack empathy when dealing with patients and seem unwilling to consider patient perspectives. Their approach feels dismissive and final. The level of support provided at this NHS GP surgery is disappointing.

Booking appointments is frustratingly difficult

The appointment booking process is unsatisfactory.