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 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)
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 31 July 2023
I came in today for the first time having had to change practices. I came for a medication review and was made to feel welcome and comfortable from the start. The information I received about my medication was fantastic…..my old practice barely had the time of day for me! I look forward to receiving the same treatment when I have to attend the practice in the future.
Visited July 2023
Review titled Rock Healthcare Limited
Replied on 08 September 2023
Thank you for your positive feedback on the website, I am pleased to hear you have had a positive experience at the practice, this is greatly appreciated. We have recently put in a number of improvements and we are working on other areas at the practice to improve patient outcomes and excellent customer service. All of the feedback from all our patients is now discussed in our monthly meetings and actioned accordingly. Please do not hesitate to contact me if you require any further information. Regards Miss Sharon Smith (Practice Manager)
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Review titled Massive Change in the last few weeks.....
Rated 5 stars out of 5
by Andrew Jancey - Posted on 17 July 2023
Have been with the rock for 18 months a few months ago the service was really not great.. However, Recently there processes and call answering has been fantastic. I am normally only a couple in the queue and because I am a carer for my 90 year old mum they really make sure I get the right support. Overall I am really impressed with the massive improvement and I thank all the staff for their hard work and dedication in what must be a very pressurised environment.
Visited July 2023
Review titled Rock Healthcare Limited
Replied on 13 September 2023
Dear Mr Jancey, Thank you for your positive feedback on the website which I will ensure I pass onto the team of which they will all be most grateful. I am pleased to hear you are happy with the services at the practice and we are currently working on other areas to improve services and outcomes for all of our patients. We do also now review all comments on the website during our monthly meetings as a team and address areas of concern where appropriate. The staff have been working very hard in order to address the previous issues re the telephones. We now have a cloud based system which allows us to review data and adapt the workforce accordingly during them busy periods. Once again many thanks for your lovely feedback Regards Miss Sharon Smith - Practice Manager
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Review titled Going worse
Rated 2 stars out of 5
by Denise - Posted on 17 May 2023
I've been with this practice for years and I've always thought it to be ok and never really had many problems but over months, it is severely worsening. Before I say anything more, I fully understand the pressures the staff are under and it can't be much fun for them. I've need to have a consultation for the last 5 days for my medical issue that could rapidly become severe. I haven't yet been able to get through. I've twice got to number 1 in the queue and then disconnected. I have spent a total of 6 hours and 49 minutes over the 5 days. Im am now trying again, im 6th in the queue, well I was, I'm now number 4 and its only taken 47 minutes to get through 2 patients. Im laughing as I write this because otherwise I will cry. I have every chance that I may have to be admitted to hospital with a serious illness caused by not being able to get through to a dr. Im disgusted that this seems to be the norm for everyone ive spoken to, that its the same every day. The practice manager needs to sort this out. I understand there is high demand and services are stretched but this is wholly unacceptable. Terrible practice!
Visited May 2023
Review titled Rock Healthcare Limited
Replied on 13 September 2023
Thank you for your feedback on the website, We have since made changes to various areas of the practice over the past few months since I have commenced at the surgery. I do hope you have seen a significant improvement. Please accept our apologies for any upset this may have caused prior to my response. We are looking to restart our PPG and if you would like to join us please do not hesitate to contact the practice at gmicb-bu.rockhealthcare@nhs.net for the dates of the meetings as we would value your support and input. Regards Miss Sharon Smith - Practice Manager