The Ross Practice
Keats House, Bush Fair, Harlow, Essex, CM18 6LYContact details and opening times
Patient ratings and reviews
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Reviews
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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
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Review titled Telephones/admin queries
Rated 4 stars out of 5
by Anonymous - Posted on 27 April 2023
Dread having to call the Surgery nowadays due to the length of time waiting for the call to be answered. Never use to have this problem - the telephone msg states 'surgery staff incredibly busy dealing with multiple queries from patients' however when giving up and going into the surgery it was empty with not a single member of staff dealing with a telephone call that I could see. I wanted instruction as to how to have my lasting power of attorney registered with the Ross Practice as I had previously done with my banks. Apparently the Surgery charge £80 per L P O A (one each for my husband & I) to register which incidentally the banks charged nothing to register. Very disappointed and seem to have no alternative but not to register the L P O A with the Ross Practice unless I need to which kind of defeats the object. Was told I could email the Practice Manager and that her email was on the website but guess what, I am unable to find it there and face having to make another dreaded phone call and have the pleasure of hanging on again or popping into the surgery where my 'private' conversation will be heard by whomever has the luxury nowadays of being able to sit in the Reception waiting area. Sorry guys, but from our perspective (the patient) things are not what they have been in the past, in terms of offering a service. Incidentally, tried another telephone route and selected 'admin queries' only to be told to hang up and try later. I struggle nowadays with my health and find this situation not helping at all. When I do get into to see the Nurse/Dr they are very helpful but at times find the Reception staff tired, grouchy & often lacking experience/training on the computer system/administrative systems - there seems to be a considerable turnover of Reception staff nowadays. Occasionally (and please bear in mind I am not ringing the surgery every week!) I get someone at the end of the phone whose voice is fresh, and manner helpful which is lovely to experience but must confess this is becoming an unusual experience nowadays at the Ross Practice. Thanks to all at the Ross Practice for all you do but feel patient empathy from some Reception staff could be improved.
Visited April 2023
Review titled The Ross Practice
Replied on 15 May 2023
Dear Patient Thank you for sharing your recent experience when trying to contact the practice by telephone and I apologise that we have let you down in this matter. You also raise concerns regarding registering LPA paperwork with the practice, not being able to have a private conversation with a member of our team due to the likelihood your conversation will be overhead by patient’s sitting waiting in the reception area. You feel the service we provide is not what it used to be, with reception staff being tired, grouchy and a lack of experience due to a considerable turnover of staff. We are in the process of introducing Patient Contact to our current telephone system which will give the caller the option of having a call back from the practice and not losing their place in the queue. Despite the appearance of our reception team not being busy when you attended the practice in person, we are dealing with an average of 1800 calls each week. Patients are also able to contact us regarding non-urgent medical problems, administration queries and prescription requests on line by either going on to our practice website www.therosspractice.co.uk or putting the following in their web browser https://florey.accurx.com/p/F81106 I think there was a misunderstanding with regards to registering the LPA paperwork with the practice. There is not a fee for registering any paperwork, however if the LPA paperwork needed to be completed by a GP then yes there would be a fee for each form. The completion of LPA forms do not come under General Medical Services and all practices charge for this service. If you wish to have a private conversation with a member of the reception team, then of course we can facilitate this. All you need to do is let the receptionist know and we can take you to a private room. I am sorry that the impression our reception team is giving is one of being grouchy and inexperienced. Our receptionists are at the forefront of the practice and as a result are on the receiving end of a lot of aggression from some patients which most of the time is entirely undeserved. They have done a brilliant job over the years, however the current experience has resulted in a lot of staff resigning and we are having to train up a significant number of new members of staff. If you would care to contact me at the practice, I would be more than happy to arrange a mutually convenient time to meet with you.