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 Awful experience
Rated 1 star out of 5
by Stephen Dowd - Posted on 14 April 2023
The worst service I have ever experienced. Waited for a hour, when I eventually got to number One it cut me off.Its not the first time I have had issuts with Rock Health Care.
Visited April 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
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Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2023
I registered with this practice in November 2022 having moved house. The receptionist was beyond rude and I truly mean beyond rude, I've genuinely never been spoken to or looked at by a stranger with what was genuinely so much hatred... Is it my fault I need to register at a doctor's?! I was told I would hear back in a few days to confirm my registering and when I heard nothing after 2 weeks I chased this up in which it took them over a month to reply to an email - and this was only after I complained to the NHS. I took this as a one off but since then I've tried to book an appointment and it's genuinely shocking and really concerning at how difficult this is. It took me almost twenty times just to be put in a hold queue ( before you get put in a hold queue you're just cut off) and then I was on the phone for nearly an hour stuck at " caller number 7" when eventually I had to give up and try again later. I'm a fit 30 something year old who was booking an appointment for a routine smear test, I genuinely dread to think how it must feel when you need to speak to someone for something urgent. They also regularly turn mygp off so the only way for us to get in touch is via phone. I appreciate the pressure the NHS is under but nobody else I know who is registered with other doctors in Bury has this issue. It's honestly really disgraceful and my hope would be the practice manager reads these reviews with genuine concern because they take pride in their work but given the experience so far I wouldn't be surprised if they actually just found it hilarious.
Visited March 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
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Review titled If you are in need of critical services.
Rated 1 star out of 5
by Stephen Dowd - Posted on 03 May 2023
Insane the last two attempts to contact a doctor or the surgery. Kept waiting for a hour and then got off. The repeat message is not correct. my gp is not available after 10am. I need my Meds dudes.
Visited March 2023
Review titled Rock Healthcare Limited
Replied on 08 September 2023
Hi, Thank you for your feedback on the website which we have discussed as a team. In order to address your concerns we have made a number of positive changes to the practice. We have increased our clinical staff to improve access for patients to other healthcare professional's including prescribing pharmacists and Advance Nurse practitioners who can now treat a variety of ailments and prescribe where appropriate. We do also have a cloud based telephone system which allows myself Practice Manager and my new Team Leaders how to monitor the level of calls and time waiting. I have also changed the message on the telephone system. We do discuss the call levels coming into the practice during our month practice meeting and all comments from this website are reviewed in order to make the required improvement's where possible. If you require any further information please do not hesitate to contact myself. Regards Miss S Smith (Practice Manager)
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Review titled No care or concerns for patients
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2023
My daughter passed away recently. Her sister lived with her, but recently moved back home, in grief. She is now about to return to the practice area. Both my children being registered at this practice. My surviving daughter suffers from a life long, and painful condition. She has been getting repeat prescriptions for her medication from her GP all this time, however, today she has been told she was not a patient there, as she was “inactive” having not seen a doctor recently. She needs her medication this week, as it will run out, leaving her in agony. The staff she has spoken too seem unconcerned, saying it was “on the to do list” but were unable to say when it would be done. When we asked to speak to the practice manager, we have been told they don’t have one! All we have been left with is a complaints email. Who knows how long that will take to be answered. This isn’t the first issue we have had with this practice, but that’s another story.
Visited March 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
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Review titled Poor communication
Rated 2 stars out of 5
by Anonymous - Posted on 17 February 2023
I wrote on Ask My GP asking a very specific question about my medical record. I am concerned about a procedure I had done a while ago by one I'd the doctors but can't seem to find details about it on my medical record on the NHS app. I wrote to ask about this. Got a very generic response from the receptionist even though I had requested a call back from a clinician. The receptionist was very dismissive, stated the procedure I was asking about isn't carried out by the practice nurse even though I clearly have had the procedure done by one of the doctors and that's whom I was asking to speak to in the first place. This has caused completely unnecessary anxiety for me and not resolved my problem which is that my medical records appear to be missing some vital information which is extremely concerning to me. Earlier on in the week called for an urgent appointment was told nothing available until 6th March. Shocking service really. Standards have fallen dramatically since I started using the practice in 2016. Disappointed
Visited February 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
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Review titled Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2023
Having recently given birth via C section and experiencing some post surgery bowel and urinary problems, I contacted the surgery and was re-directed to 111 for care. Having assessed me, 111 sent information through to the practice on the urgency of my condition which was greeted with a response of ‘we still have no appointments, they can’t dictate to us’. I was able to make contact the following morning and had a phone appointment where a prescription was given but by this stage my condition had worsened and the prescription given actually made the illness worse. This would have been picked up on a visual/ physical examination. This led to me re-engaging with 111 and attending A&E for urgent treatment. This could have been avoided had I been seen initially and been seen and examined face to face. I am loathe to leave this review as I am fully aware of the difficulties that GPs are currently facing and hate to be in a position where I need to criticise the service but the level of care I experienced was such that myself and my family were extremely worried about what the consequences of my condition may have been.
Visited February 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
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 12 March 2023
High turnover of doctors, high use of locums at this Practice, so no continuity of care, poor service. Avoid.
Visited February 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
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Review titled Absolutely shocking practise, the worst!
Rated 1 star out of 5
by J Richards - Posted on 30 January 2023
Has got to be the worst practise in Bury, if i could leave zero stars i would. Receptionists are rude. Doctors don't bother ringing for pre scheduled telephone appointments, they just don't call at all. Even trying to get through to them at "quiet times" will take usually an hour thats if you manage to get through at all and they don't cut you off after an hour waiting. Trying to get an appointment even with a baby is an absolute joke and if you do manage by miracle to get to see or speak to a doctor, you never see or speak to the same doctor again. Hospital referrals have been "lost" and to top it off my medical records have been updated incorrectly. Avoid like the plague!
Visited January 2023
Review titled Rock Healthcare Limited
Replied on 02 February 2023
Thank you for your feedback. I am sorry that you have had a bad experience at Rock Healthcare. Our GP's contact all patients on the day of their appointment however there are times when they can't get through. Please contact us to check we have the correct telephone number on your record. I am more than happy to look into the other issues you have experienced to see what went wrong and how we can best ensure these things don't happen in future. Please ask to speak to the Practice Manager if you would like us to investigate this further.