Rock Healthcare Limited
22 Derby Way, Bury, Lancashire, BL9 0NJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great Doctor
Rated 3 stars out of 5
by Michelle - Posted on 26 March 2024
I would like to commend Dr A in every aspect possible, from his mannerism, his understanding and his ability to make the illness I have suffered (for the past 15-20 years) actually make sense to me. He has put me on a pathway to actually deal with the source of my illness instead of just treating the symptoms (as well as treating my symptoms) He has listened to me which should be what any doctor should do but I have met quite a few over the years and they sadly haven’t done, I have walked away from many consultations over the years frustrated and upset because I wasn’t listened to and felt like I was just a name and number to them and like I was taking too much time in my appointment, and that is why I wanted to write a review because he is, in my opinion what any good doctor should strive to be. He has literally restored my faith in going to the GP surgery and asking for help. I have been with Rock healthcare for over 7 years now and this is the first time in those years that I feel comfortable and able to have a proper consultation with the doctor. So Thank you Dr A, it is very much appreciated. I would write his name but I am not allowed to, but he knows who he is.
Visited March 2024
Review titled Rock Healthcare Limited
Replied on 22 July 2024
Dear Michelle, Thank you for taking the time to feedback to the practice regarding the positive experience you have had with one of the GPs. All feedback is discussed with the team in our monthly practice meetings. Its important for us to ensure that we listen to all our patients as your rightly advised this is a key element to identifying the main route of the problem. I do hope that you now feel confident to seek his advise and reach out to the practice when you need help. We now have a excellent clinical and none clinical team which I have been working hard with for the last 12 months to ensure we have a sustainable workforce for the future and provide excellent Primary Care Services to all of our patients. Regards Miss S Smith - Practice Manager
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Review titled Used to be good, but isn't anymore
Rated 2 stars out of 5
by Chris - Posted on 15 March 2024
I've developed pains in my left shoulder, my left hand, my right knee and my back. Phoned last Monday and told them I was in pain couldn't sleep and got an appointment next Friday. I was told to take cocodamol. Non-clinical staff on reception are performing triage.
Visited March 2024
Review titled Rock Healthcare Limited
Replied on 22 July 2024
Dear Chris, I am sorry to hear your recent experience of the practice was negative. All our reception staff are trained in care navigation which enables staff to signpost to the correct service. We also have emergency on the day appointments, pharmacy & ANP triage for urgent issues. In addition we have the support from MSK who have regular weekly clinics at the practice to deal with issues of this nature. There are many painkillers which you are able to buy over the counter at the local pharmacists to assist in pain relief along with the NHS websites which advise patients on various ailments. I would also like to advise you that all feedback on the website is discussed in our monthly practice meetings. We consider all patient feedback a valuable resource in order to develop new ways of working and improve services and outcomes for patients. I have recently set up a Patient Participation Group meeting which is held every 3 months at the practice. If you could spare the time to come along please ask at the reception or refer to the practice website for further information. Regards Miss S Smith - Practice Manager
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 21 February 2024
Waited 3 weeks for first available appointment. Waited over an hour for my scheduled appointment. Waiting room is over-heated.
Visited February 2024
Review titled Rock Healthcare Limited
Replied on 22 July 2024
Thank you for your feedback on the website, I am sorry to hear you were unhappy with the services at the practice. At this time we were in the process of training additional staff and in the process of recruitment, all now staff are now in place. Unfortunately there are times when we do run behind as the clinical staff are only allocated 10 mins per slot in line with NHSE. This can cause issues if the clinician has had an unwell patient therefore impacting on the clinic timings throughout the day. Rather than rebook the patients they do try to catch up however this is not always possible depending on the circumstances. The building at Moorgate is not owed by the practice as we rent the space from NHS providers. The air conditioning was not working at the time which the practice did report on numerous occasions to the landlord along with other services in the building. This has now been repaired. Regards Miss S Smith - Practice Manager
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Review titled Great team
Rated 5 stars out of 5
by Sarah Darcy - Posted on 14 February 2024
I have been a few times now for bloods and different checks.. this lady who I see is fantastic, caring and very easy to talk to.. an absolute credit to the team..
Visited February 2024
Review titled Rock Healthcare Limited
Replied on 22 July 2024
Hi Sarah, Thank you for taking the time to feedback to us via the website. I would like to assure you that we discuss all feedback at our monthly practice meetings and are most grateful for your positive feedback. All staff at the practice are working hard to ensure we provide excellent services to our the local residents in Bury & will with the support of our patients continue to improve patient outcomes. Regards Practice Manager - Miss S Smith
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Review titled Superb practice
Rated 5 stars out of 5
by stuart - Posted on 09 April 2024
After being diagnosed with cancer about 2 years ago my partner needed her GP many times and he was always there for her. He took on the role of councillor,well being advisor and maintained a personal relationship with her to ease her mind upon the uncertainties surrounding her eventual passing. He went above and beyond to ensure her comfort and the family's at such a sad time. Excellent practice.
Visited February 2024
Review titled Rock Healthcare Limited
Replied on 22 July 2024
Thank you for your heartfelt feedback and taking the time to feedback to us. We value all feedback on the website and are pleased to know we are providing care to all our patients and their families, more so during such difficult times. Thank you Practice Manager - Miss S Smith
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Review titled Practice has gone downhill
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
I've been a patient for ten years and the decline of this practice has been sad to see, but it is now absolutely terrible. I've had issues with prescriptions being rejected for no reason, rude receptionists, appointments being made at the wrong surgery, unbelievable waiting times on the phone and after a certain length of time you get cutoff, no permanent GPs so no continuity of care....the list is endless. Today I had an appointment with the nurse at 8.40am. After waiting 25 minutes, I queried how long I was going to be waiting only to be told the nurse hadn't even arrived for work yet. Unbelievable! I'll be changing doctors asap. I'd advise anyone to think twice before registering.
Visited February 2024
Rock Healthcare Limited has not yet replied.
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Review titled Good but Short Staffed
Rated 4 stars out of 5
by Anonymous - Posted on 18 February 2024
There was only one member of staff on reception so we had to wait for someone to leave before we could get into the building. We also had to let other people in as the receptionist was not at the desk. There should be at least two people working to keep reception covered. Other than that the service was very good
Visited February 2024
Review titled Rock Healthcare Limited
Replied on 22 July 2024
Thank you for your feedback on the website. Rock Healthcare always has at lest one staff member and an additional receptionists and Team Leader behind the reception desk at all times Monday - Friday 8.00am - 6.30pm. Reading your feedback I am not sure if this was for our service. The Out Of Hours service do use our reception desk from 6.30pm everyday which is a separate service managed by the Networks. Regards Miss S Smith - Practice Manager
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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
Review titled Rock Healthcare Limited
Replied on 22 July 2024
Thank you for your feedback on the website. Please accept our apologies for the inconvenience and the errors made by the reception staff member. We have had a number of new staff members and it can take time for them to learn all aspects of the reception duties. We do discuss all feedback on the website during our monthly staff meetings and this has been discussed to ensure that staff check this important factor around the location. I have also appointed 2 new team leaders who now overview and monitor and support the staff Monday - Friday. Please accept our apologies on this occasion. I do hope on your next visit you see significant improvements. Thank you for your valuable feedback
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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.