The Ross Practice - Ratings and reviews
Reviews
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Review titled Rude receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 30 April 2024
Unable to get hold of prescription team, asked for support over the phone to be shouted at and had the phone put down on me when questioning information i was provided.
Visited April 2024
Review titled The Ross Practice
Replied on 30 April 2024
Dear Patient I am sorry that you have had such a unsatisfactory experience when calling the practice. If you would care to contact me care of the email address below with your name and phone details, I can dial in and listen to the call so I can address the issues you have raised. Sheila Keller Practice Manager trp.adminf81106@nhs.net
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Review titled Cannot get items added to a repeat prescription.
Rated 1 star out of 5
by Craig Herring - Posted on 16 April 2024
So, I'm a type 1 diabetic, and being a type 1 diabetic comes with a number of problems which you do your best to try and overcome each and every day to survive. Firstly, you need to inject yourself with insulin to basically stay alive. Each and every month you need to get a top up on your insulin via a repeat prescription to replace what you have used. The insulin I'm currently on is a new insulin for me which I trialled out and decided to go ahead with it. I needed to increase the amount required every month on my repeat prescription from the small trial quantity to my standard monthly usage quantity. The diabetic specialist contacted The Ross Practice multiple times asking them to increase the amount but from what I was told in person by a member of staff, they find it hard to increase or add repeat prescription items because it affects their budget. This means that at the end of every month I am surviving off of the last few dribbles left in a vial and I have nothing to fall back on in case of an emergency, like dropping a vial for instance. Whats even worse is the local chemist for the past two months could not provide the insulin when asked for because they have supply issues. This meant I had to wait, with no delivery date being given to me and no spare insulin to fall back on. Because The Ross Practice will not do what they have been asked to do and increase the prescription amount. Now, with no delivery date in sight, I'm on the verge of running out and will now have to go back to my old problematic insulin that I still have left over from before the changeover took place. Next problem which is yet again a repeat prescription and a budget based problem. Due to problems with my diabetes, I was granted funding from the NHS for a constant blood glucose monitoring device which has solved the problems I had and completely changed my life for the better. However, the monitoring device comes in two parts. The Ross Practice have been sent an email multiple times from the diabetic specialist with the product codes for the two parts that need to be added to my repeat prescription. To date, they have added one of the two parts required for it to work, but, the second part required for the device to work they will not add to the repeat prescription because it effects their budget. I am now a few weeks away from this device shutting down completely because of these problems with The Ross Practice. The email that was sent from the diabetic specialist asked for them to make three modifications to my repeat prescription which were. 1. Remove the old type of insulin that was not needed anymore. 2. Increase the new type of insulin to my standard amount from the trial amount. 3. Add the 2nd part of the blood glucose monitoring device to my repeat prescription. It is not like The Ross Practice didn't get the emails because they removed the old Insulin but then didn't do any of the increases or additions. This has been going on for months now.
Visited April 2024
Review titled The Ross Practice
Replied on 30 April 2024
Dear Mr. Herring I am sorry that you have had such a bad experience with regards to your prescription request. I am looking into the issues you have raised and will respond to you personally. I am grateful to you for bringing this to my attention. Sheila Keller Practice Manager
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Review titled Extremely Disappointing Experience at The Ross Practice
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2024
My recent encounter with the Ross Practice has been nothing short of a nightmare. After seeking treatment at UTC for a health issue and receiving ineffective care, I reached out to my GP for assistance, only to be met with utter neglect. Despite notifying them of ongoing bleeding, my concerns fell on deaf ears, forcing me to turn to 111 for help. Following a supposed telephone appointment arranged by 111, I received no call from my GP. Upon following up, I was informed that there was never an appointment scheduled, and instead, I was triaged for blood tests. This blatant disregard for my health left me with no choice but to revisit UTC, enduring a three-hour wait only to be swiftly advised that my GP should have been handling my case. Attempting to secure an emergency appointment with my GP proved to be another ordeal. Initially scheduled for 10:30 am, the timing was abruptly shifted to 11:45 am, and later, mysteriously pushed back to noon without explanation. The lack of organization and empathy exhibited by Ross Practice GP is appalling and indicative of a deteriorating NHS that can no longer be relied upon.
Visited February 2024
Review titled The Ross Practice
Replied on 19 February 2024
Thank you for your feedback following your recent encounter with the practice. As Practice Manager for The Ross Practice, I am sorry that you have experienced unsatisfactory treatment from the practice. I am very keen to investigate this matter and would be grateful if you could contact either myself (Sheila Keller) at the practice or in my absence our Deputy Practice Manager (Cheryl Glenister). You can send us an email if you would prefer to contact us in writing rather than speaking with us. Please send to: trp.adminf81106@nhs.net We look forward to hearing from you. Sheila Keller Practice Manager
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Review titled Severe lack of concern.
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2024
Had an emergency phone call appointment for this morning. However just recieved a text stating it had been moved to the 25th! I am in severe pain and needed to speak to someone urgently….. hence the emergency phone call. However as usual the NHS have let me down over and over, what’s the point in paying for a service through taxes that we can’t even use!
Visited January 2024
Review titled The Ross Practice
Replied on 05 January 2024
Dear Patient, Thank you for your feedback. I am sorry that we had to cancel a pre-booked GP clinic yesterday due to ill-health. A text was sent to all the patients as soon as we were made aware with an alternative appointment. I would be really grateful if you could contact me at the practice so I can investigate this further. We would not intentionally move an emergency appointment to a date so far away. I look forward to hearing from you as we need to review our re-booking processes on occasions such as the above. Sheila Keller - Practice Manager email: trp.adminf81106@nhs.nett
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Review titled Great communication
Rated 4 stars out of 5
by Gordon Turvey - Posted on 16 November 2023
Over the last few years the nhs has received a lot of bad pr, but I feel when something is well done the people should be praised, I have had to use the Ross Practice a few times recently and every time I have had an issue, it has been sorted out quickly and efficiently by either doctor or the admin team. Yes it may be hard sometimes to reach by phone, but the online service is extremely good and they have always responded to any problems. Well done and thank you to everyone at the Ross Practice
Visited November 2023
Review titled The Ross Practice
Replied on 17 November 2023
Dear Mr. Turvey Thank you so much for your kind words which I have shared with our team. We are aware that current times are very stressful for patients and we really do try and do our very best within the restricted resources we are currently working under. Thank you again. Sheila Keller Practice Manager
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Review titled Incredible practice
Rated 5 stars out of 5
by Anonymous - Posted on 17 November 2023
I’ve been with this surgery since I was a baby (I’m in my 30s now) and they are nothing short of brilliant. Everyone from the practise manager to the cleaners and all in between are always so kind and caring. They really do go the extra mile. I’ve had a few appointments recently and they have been keeping me updated every step of the way, chasing the hospital for tests, booking me in for appointments when needed and are just generally amazing. They lead the field when it comes to healthcare and always have done.
Visited November 2023
Review titled The Ross Practice
Replied on 17 November 2023
Dear Anonymous Thank you so much for your kind words which will be shared with the whole practice team. We do strive to go that "extra mile" when circumstances allow us to. Sheila Keller Practice Manager
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Review titled Thank you
Rated 5 stars out of 5
by Anonymous - Posted on 10 October 2023
My mum has only been a patient with the Ross practice for a year. She suffers with a lot of health conditions and needs regular medication. Trying to get certain medications from her previous surgery was always stressful and took several phone calls. Since joining the Ross practice my mum has been treated with the upmost respect, we find getting what she needs easy via the online portal and when e have had to see/speak to clerical staff or medical staff they have been kind and helpful. We are very grateful for the wonderful job you are doing under tremendous daily pressure. Thank you.
Visited October 2023
Review titled The Ross Practice
Replied on 30 October 2023
Dear Sir/Madam Thank you so much for your feedback. I have shared your kind comments with the practice team. Kind regards Sheila Keller Practice manager
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Review titled Rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2023
Try to get in touch with my doctor but instead I had a receptionist who asked a lot of personal questions and In the end she hang up the phone saying if I want to call back to speak with a different colleague/receptionist.
Visited October 2023
Review titled The Ross Practice
Replied on 31 October 2023
Dear Sir/Madam I am very sorry you had an unsatisfactory telephone call with a member of our team. The receptionist is acting on the instructions of the Partners' in asking you to give her an idea of what it is you would like to discuss with the GP. You do not have to give any details and we will always record the reason as "personal". If would like to investigate this further and listen to the phone call. I would be grateful if you could contact me at the surgery at your convenience. Sheila Keller Practice Manager
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Review titled Disappointing experience
Rated 4 stars out of 5
by Neda G - Posted on 10 May 2023
My experience with Dr today was highly disappointing. As I further tried to discuss my concerns, I was told that I could only discuss one issue per visit, which was quite shocking. As a patient, I believe it's important for doctors to investigate all aspects of a problem, diagnose it, and offer appropriate treatment. It's unreasonable to assume that health issues can only be related to one particular symptoms and not consider a holistic approch. The Dr didn't seem interested in delving deeper into my concerns. I was expecting more compassion and a willingness to help from a medical professional, but that wasn't the case. It's disheartening to see that the simple courtesy of asking "Is there anything else you would like to discuss?" has been replaced with a rigid rule of discussing only one issue per visit. Overall, I felt like my concerns were dismissed, and that my appointment was being rushed My experience left me feeling unsupported, and I hope that others do not have to go through the same ordeal
Visited May 2023
Review titled The Ross Practice
Replied on 09 June 2023
Dear Patient I am sorry your experience during your consultation was disappointing for you. If you care to identify yourself by contacting me at the practice then I would be more than happy to look into this issue for you and for us to discuss the matter in more detail. Sheila Keller Practice Manager
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Review titled Friendly and helpful
Rated 5 stars out of 5
by Anonymous - Posted on 06 June 2023
Had to seek non urgent treatment for my son recently, the receptionists were all brilliant, we had a phone appointment the same day and then a face to face a few days later, they even arranged it so I could take my son at lunchtime so he didn't miss much school. The doctor was great too, really put my son at ease. Thanks to all at the Ross Practice, we really appreciate you.
Visited May 2023
Review titled The Ross Practice
Replied on 09 June 2023
Dear Patient Thank you so much for your kind words. I have a staff meeting at lunchtime today and will share your comments with the team. Sheila Keller Practice Manager