Robin Lane Health and Wellbeing Centre - Ratings and reviews
Reviews
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Review titled Poor Reception Staff
Rated 1 star out of 5
by Anonymous - Posted on 24 February 2024
the reception staff are very rude, unfriendly and unhelpful. They bark at you through their screens saying they can’t hear you so your providing your private details rather loudly including full name and DOB for all to hear who are in waiting room, they need to have some training on effective communication! Both ladies who were working yesterday had communication skills which were poor, and were not fit for working with the public, I watched them both with other patients coming into surgery and their response was the same with them rude and maybe would be better suited to a job which does not involve talking to people, so pleased this is not my regular surgery and was only their for investigations
Visited February 2024
Review titled Robin Lane Health and Wellbeing Centre
Replied on 26 February 2024
Dear patient, Thank you for your feedback. I am sorry to hear you have had a poor experience at the surgery and feel our reception staff are rude and unhelpful. Our team of receptionists work very hard to support our patients and all of our receptionists are provided with regular training on effective patient communication. We would be grateful if you could contact the practice and ask to speak to myself (Lucy) as I would like to understand what happened and investigate this. You can email the surgery on robin.lane@nhs.net Kind regards Lucy Jones Patient Experience Manager
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Review titled A friendly medical practice that always goes the extra mile
Rated 5 stars out of 5
by Ed Brush - Posted on 19 June 2023
I joined Robin Lane medical practice over 5 years ago and am so pleased that I did. The medical staff are welcoming, king, highly skilled and very supportive. I have had a few ups and downs since I retired in 2018 and the staff at Robin Lane have always been there for me. The practice is also constantly seeking new ways to support their patients. For example, Robin Lane was an early adopter of Systmonline and have recently engaged with the new PATCHs system . These are all designed to support patients that need to speak to or have a face-to-face appointment with either a GP, a nurse or both. And the systems are intuitive and work extremely well. The practice itself is light and airy and the staff are happy and well motivated. I know most of the staff by name and they are always welcoming. And the practice worked seamlessly through one of the arguably most challenging times in recent history, the Pandemic. I have nothing but praise for all of the staff at Robin Lane and am just so very grateful to them for all of their kind support for me over the recent years.
Visited June 2023
Review titled Robin Lane Health and Wellbeing Centre
Replied on 20 June 2023
Hi Ed, Thank you very much for your kind feedback. We really appreciate your kind words and I am so happy to hear that you are satisfied with the service at Robin Lane. We will pass on your lovely comments to the team. Kind regards Lucy Jones Patient Experience Manager
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Review titled Great Service
Rated 5 stars out of 5
by Anonymous - Posted on 05 June 2023
I had to go twice in 2 weeks. Both times the phones were answered quickly and I had an appointment within the hour. Everyone I dealt with was professional and friendly. Keep up the good work!!
Visited May 2023
Review titled Robin Lane Health and Wellbeing Centre
Replied on 07 June 2023
Dear Patient Thank you for taking the time to leave your positive review. I am delighted to hear you had a great service. We share all feedback with our full team and they will surely find yours uplifting. Best regards Claire Turnbull Practice Manager
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Review titled Waiting call
Rated 4 stars out of 5
by Anonymous - Posted on 15 February 2023
Takes too long for a phone call to be answered. I’ve been sat waiting for 40 minutes. Is it possible to add a message in the call that tells you what position you are in the waiting line
Visited February 2023
Review titled Robin Lane Health and Wellbeing Centre
Replied on 24 February 2023
Dear Patient Thank you for taking the time to feed back to us about your recent experience. I am extremely sorry for your long waits on our phone lines which we understand is extremely frustrating for our patients. The long waits are impacted by the pressure of winter which increases call demand. We are also experiencing higher than usual unplanned absences in our team of call handlers, which means that we have less resource to answer your calls as qucikly as we would like. We are also trying our hardest to recruit good candidates into this team because we have some resource gaps, whilst we are also training new starters which also impacts our capacity to answer calls as quickly as we would like. Please be assured that our team are working as hard as possible to answer your calls as efficiently as they can. Best Wishes Claire Turnbull Practice Manager
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Review titled Cannot get appointments
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2023
I am shocked that this surgery is still accepting new patients. On several occasions over the past 3 years I have had to try several days in a row to get an appointment. The online appointments released at 7pm are always completely booked up within 60 seconds, and you have to phone at precisely 8am and wait on the phone for at least 20 minutes to be in with any luck of getting a same day appointment. On at least 3 occasions in the last 3 years I have been on hold for 45 minutes or more trying to make an appointment. Given I start work at 8am, it is quite embarrassing to have to take more flexi time multiple days in a row to make an appointment than I need for the appointment itself. The only time I have been able to get an appointment without bother is when I am chased for an "annual mental health review" which I no longer attend as these have not once actually been about my mental health. This has been worsened by the impact of Covid, and I appreciate that has been a difficult time for NHS staff, but it was an issue before it and nothing has been done to improve the service, while continuing to take on new patients which just worsens the problem.
Visited January 2023
Review titled Robin Lane Health and Wellbeing Centre
Replied on 09 January 2023
Dear Patient Thank you for taking the time to leave us your review and details of your experience. We are sorry this has been a negative one. Our appointments are in high demand and do get taken extremely quickly. We do offer appointments to pre-book 7 days in advance on Tuesday, Wednesday and Thursday's. We also offer a service called E-consultation which is available on our website for non-urgent matter where patients are able to submit their details and are able to speak to a clinician. This may be a better option and more convenient with your working from 8am which must be difficult. As a practice we are unable to "close our books" to patients unless it is for no longer than six months in order to employ more clinicians to attempt to meet demand. We have to accept new patients and strive to offer all of our patients a positive experience. I sincerely hope you have a better experience when contacting the practice in future. Kind regards Karen Hargreaves Patient Experience Manager
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Review titled Extremely bad service
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2022
Cannot book an appointment to see the doctor for nearly 2 years. Every time the same answer: no appointment available, call back tomorrow or check online. You spend hours on the phone trying to get through and then you have one second at 7pm to get a slot... Very disappointed. Not recommended to anyone!
Visited November 2022
Review titled Robin Lane Health and Wellbeing Centre
Replied on 24 November 2022
Dear Patient Thank you for taking the time to send us your feedback. We really appreciate you doing so. We are sorry you have had issues in booking an appointment. We are very busy practice, and our appointments are in high demand. This does mean our appointments get taken very quicky both online and over the telephones. We do book 7 days in advance for less urgent issues on Tuesdays, Wednesdays and Thursdays. We have an online service called E-consultation which can be found on our website. This asks the patient questions about their symptoms which is then sent to the practice and is either booked in with a clinician or directed to the most appropriate place. We have recently made some changes to our reception team and hope this will improve waiting times and the overall patient experience. Again, we apologise for the difficulties you have encountered and hope you have a better experience of contacting us in the future. Kind regards Karen Hargreaves Patient Experience Manager
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Review titled Avoid
Rated 1 star out of 5
by Anonymous - Posted on 19 January 2023
Please avoid this practise. You will not be seen, your call will not be answered and if it is, they have no appointments or recommend you to ring back the next day which will - again, not be answered. I’ve personally had to wait a long length of time a few times now to get issues checked that may have been seriously harmful because it’s been too difficult and stressful to try arrange an appointment. Staff are incredibly blunt and rude. I wouldn’t recommend going here to anybody. When you’re poorly, most of the time you’re worried and need care but this place doesn’t cater to any of those things. I’m changing practises today and I suggest anyone else to do the same.
Visited November 2022
Review titled Robin Lane Health and Wellbeing Centre
Replied on 23 January 2023
Dear Patient Thank you for taking the time to leave us feedback, we are sorry you have had a negative experience when trying to arrange an appointment with the practice. Our appointments are in very high demand and do get taken very quickly. This means there is a high percentage of patients calling at peak times to try and obtain an appointment which results in long waiting time on the telephones. We do offer alternative ways of arranging appointments such as pre-booking 7 days in advance on a Tuesday, Wednesday and Thursdays. You can book online from 7pm the evening before and we are able to offer patients a service called E-Consultation which is accessible from our website. This gives patients the opportunity to complete an online form which is then passed onto a clinician. We are very sorry you have chosen to register elsewhere, we wish you all the best for the future. If you would like to investigate any of your concerns or speak to us then please do not hesitate to get in contact, our practice email is robin.lane@mhs.net. Kind regards Karen Hargreaves Patient Experience Manager
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Review titled Good Service
Rated 4 stars out of 5
by Anonymous - Posted on 18 October 2022
Had great service this week. Got an appointment on the same day both times I have called this week with an eye problem. Now have appointment for next day at hospital as need further treatment. People always quick to criticise the NHS but I have been dealt with promptly so credit where credit is due.
Visited October 2022
Review titled Robin Lane Health and Wellbeing Centre
Replied on 12 December 2022
Dear Patient Thank you so much for your kind review and for taking the time to leave us your feedback. We really appreciate all patient feedback and we will ensure yours is shared and passed on. Kind regards Karen Hargreaves Patient Experience Manager
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Review titled Good Service
Rated 4 stars out of 5
by Anonymous - Posted on 18 October 2022
Had great service this week. Got an appointment on the same day both times I have called this week with an eye problem. Now have appointment for next day at hospital as need further treatment. People always quick to criticise the NHS but I have been dealt with promptly so credit where credit is due.
Visited October 2022
Review titled Robin Lane Health and Wellbeing Centre
Replied on 12 December 2022
Dear Patient Thank you so much for your kind review and for taking the time to leave us your feedback. We really appreciate all patient feedback and we will ensure yours is shared and passed on. Kind regards Karen Hargreaves Patient Experience Manager
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Review titled Very poor
Rated 1 star out of 5
by Martin Epstein - Posted on 03 August 2022
Used to be best surgery around now it is the worst. Tried for five days to get an appointment. Tried to book online at 7pm but never any appointments and got up early to try at 8am. Still no appointments and still waiting for an answer on the telephone after nearly an hour. Just not good enough, answers please
Visited July 2022
Review titled Robin Lane Health and Wellbeing Centre
Replied on 16 August 2022
Dear Martin Thank you for taking the time to leave your feedback. We are sorry you have had such a negative experience when attempting to arrange an appointment. Our appointments are in high demand due to patient demand and so do get taken very quickly both online and on the phone. We have also been attempting to recruit into our booking service team who answer our telephones. This has proved to be a lengthy and challenging process and we are also training new staff members which takes time. This has an impact on our call waiting times but something which we hope will improve in time. We apologise you have experienced long waits when trying to contact us and hope you have a better experience in the future. Kind regards Karen Hargreaves Patient Experience Manager