Rock Healthcare Limited - Ratings and reviews
Reviews
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Review titled Terrible receptionist
Rated 1 star out of 5
by Anonymous - Posted on 11 January 2024
Had 2 different appointments booked with nurses at Bury branch, receptionist was told this upon arrival and still managed to not book us in for 2nd appointment, meaning we sat there for 25mins waiting. When asked about delay receptionist tried to blame me for her error. Having to now attend the radcliffe branch for said appointment Extremely inconvenient and a terrible experience. Also messed up plans that were made for the rest of the evening !
Visited January 2024
Rock Healthcare Limited has not yet replied.
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Review titled Not the best in town!
Rated 2 stars out of 5
by Hesham Gharib - Posted on 01 December 2023
Today, the 1st of December I had an appointment at 10 past 1, when arrived on my mobility scooter the receptionist didn’t even bother to stand up to hear each other.. she was only sitting behind her desk and the glass window and was not helpful at any point!
Visited December 2023
Review titled Rock Healthcare Limited
Replied on 10 January 2024
Thank you for your feedback. I am sorry to see that you had a bad experience with the practice. Our reception desks are quite high and I appreciate that the receptionist would not be able to communicate with you effectively if you were on your mobility scooter. I will speak to all receptionists to remind them of the importance of meeting patient needs, in particular those who struggle to communicate over the desk.
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Review titled Avoid
Rated 1 star out of 5
by Anonymous - Posted on 23 October 2023
MyGP only accessible for 2 hours a day. Left a request and it wasn't looked at for 3 days. Then spent hours trying to get through on the phone. Not sure what's happened at this practice because it used to be good. I'd avoid joining.
Visited October 2023
Review titled Rock Healthcare Limited
Replied on 31 October 2023
Thank you for your feedback. I am sorry you have had issues with Ask My GP. We have staff logging into this system each day so requests should not be taking 3 days to be actioned. Please contact the Practice and ask to speak with the Practice Manager so that I can look into this for you. Our telephone lines are very busy between 8am and 10am so if your query is non-urgent we ask that you call us between 10am and 6.30pm. I am sorry that you have struggled to get through to us. We constantly review data from our telephone system and amend staffing where appropriate.
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2023
Had appointment for smear test booked for months. Today received call cancelling. Can't have appointment on days I'm off work. Nurse doesn't work Fridays. No appointments before work. Offered appointment at the end of the day which I refused as need a bath before attending. Absolutely no use to working people.
Visited October 2023
Review titled Rock Healthcare Limited
Replied on 11 October 2023
Thank you for your recent review left on the website, Please accept our apologies for cancelling the appointment. Unfortunately staff are off sick from time to time which is unavoidable. We have also had a number of staff who have tested positive for COVID. The practice currently has 2 practice nurses one of which is an agency staff member which we have brought in to support the practice as one of our Nurses is currently away from the practice. Our other Nurse works 32hrs per week and her day off is on a Friday. We also have a new ANP at the practice who is additional to the Nursing team who works 2 days a week. In the past we have been requested to offer later appointments for ladies who are working as most do prefer to attend later in the day. Please accept our apologies for any inconvenience this may have caused. Regards Miss Sharon Smith Practice Manager
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Review titled Excellent first meeting
Rated 5 stars out of 5
by John Heaton - Posted on 08 September 2023
Made me feel relaxed and listened to me. My blood reading was higher than I hoped but I realised I could not this time avoid medication She was very sensitive to my feelings.
Visited September 2023
Review titled Rock Healthcare Limited
Replied on 13 September 2023
Dear Mr Heaton, Thank you for taking the time to add your positive feedback to the website this is much appreciated, and I will ensure I feedback to the staff. We are working on other areas in the practice to ensure we attain the best service and patient experience possible. Regards Miss Sharon Smith (Practice Manager)
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Review titled Great service
Rated 3 stars out of 5
by Bradley - Posted on 19 September 2023
Went today, seen a lady there who was exceptional in her service, friendly professional and very clear wish I could remember her name to say thankyou
Visited September 2023
Review titled Rock Healthcare Limited
Replied on 11 October 2023
Hi Bradley, Thank you for taking the time to feedback your positive experience with the practice recently of which we are all very grateful. As a team its important for us to look at all the positive and negative areas in order for us to ensure we provide excellent service to all our patients. I will ensure I pass on your comments to the practice during our next Team Meeting. Regards Miss Sharon Smith PM
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Review titled Big improvements
Rated 4 stars out of 5
by Denise - Posted on 21 September 2023
I last left a review in May and this was a negative review and mainly about getting through to the practice. I have recently had a few calls and appointments with rock healthcare and can only say that there seems to be a big improvement, no problem getting through, fairly quick waiting in the queue and pleasant staff ( to which I have never had a complaint about). I've also had no problem getting appointments recently. Well done to the manager, who has obviously taken lots of comments on board and tried to address the issues. Thank you to her and her staff because it can't be easy.
Visited September 2023
Review titled Rock Healthcare Limited
Replied on 11 October 2023
Thank you for taking the time to feedback on the improvements made. As you say this is a large task and as a team we are are working to support and assist patients. We review all of the patient feedback as a team and I also review the calls in the practice with the new Team Leaders who have recently been employed. I will ensure that I pass your kind comments onto the staff of which I am sure they will be most grateful. Regards Miss Sharon Smith Practice Manager
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Review titled Communication awful
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
2 months of repeat prescriptions being rejected but nobody advises you so left without medication. Receptionist books you in for review, wait all morning but receive no phone call. Phone surgery and 30 minutes to get through and told no review booked. Prescription request then sent to your nominated chemist but again nobody tells you. This used to he a really good GP surgery and I know GPs are under pressure but there's no excuse for the constant problems in getting regular medication or appointments not being booked when you're told they have been.
Visited September 2023
Review titled Rock Healthcare Limited
Replied on 11 October 2023
Thank you for your review left on the website, We do now have a new team of pharmacists in the practice who have clinics running each day. They are also responsible for the processing of the prescriptions for patients.
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 18 July 2023
Appointment was arranged on the same day as I made the phone call explaining my health issue at a time and venue that was convenient.
Visited July 2023
Review titled Rock Healthcare Limited
Replied on 08 September 2023
Thank you for your feedback to the practice, of which we value greatly. We are currently taking on new staff and have increased our clinical team which now includes prescribing pharmacists and advance nurse practitioners. We have also changed our phone lines and we now have a digital cloud based service which allows myself the Practice Manager and the new Team Leaders across the sites to monitor call levels and how long patients are waiting before the calls are answered. This is also discussed in both our monthly clinical and none clinical meetings. We do also discuss patient feedback and feed both positive and negative comments back to the team in order to make further improvement's. If you require any further information please do not hesitate to contact me. Regards Miss S Smith (Practice Manager)
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Review titled Can never get through…
Rated 2 stars out of 5
by Sue - Posted on 19 July 2023
19th July: called doctors around 1pm I was number 7 in the queue. It took me over 45 minutes to get to number 5 in the queue 2nd attempt at trying to get through was at 17:10 I got to be caller number one after 10 minutes only to be cut off ….. still trying to get through!
Visited July 2023
Review titled Rock Healthcare Limited
Replied on 08 September 2023
Hi Sue, I am sorry to hear you have had difficulties trying to contact the practice as this is now unusual as we monitor the calls on a daily basis. I have also made changes to the phone systems and increased staffing levels in order to reduce the call waiting times which have been successful. I also discuss the call rates with the practice team during our monthly practice meetings and we action accordingly. If you would like any further information or would like to arrange a meeting please do not hesitate to contact me at the practice. Regards - Miss S Smith (Practice Manager)