The Ross Practice
Keats House, Bush Fair, Harlow, Essex, CM18 6LYContact details and opening times
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Reviews
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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 Wasting time yours & mine
Rated 3 stars out of 5
by Pauline Murrell - Posted on 19 April 2023
3 phone calls &Voicemail from practice to book covid jab.Dates 25/28. vaccine being used Sanofi. Contracted practice in person 18th .phone call on 19th from practice not eligible. What was the point in calling me in the first place.Have wasted a lot of time in phone calls .your and mine. .
Visited April 2023
Review titled The Ross Practice
Replied on 28 April 2023
Dear Mrs. Murrell I am sorry if you feel we have wasted your time in connection with inviting you to participate in the Covid 19 Spring Booster Campaign. To avoid any delay in our patients accessing the vaccine, our initial contact with patients was to enquire if they would like to receive the booster vaccination. At the time of making contact with patients we were unaware which vaccine was going to be available to us. We did this in the best interests of our patients. As it turned out the vaccine initially provided to us was a vaccine which was not appropriate to offer to you. Should you wish to discuss this further then I would be more than happy for you to contact me at the practice. 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.
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Review titled General feedback
Rated 3 stars out of 5
by Anonymous - Posted on 22 March 2023
I've always had a good service from the Ross Practice. I was left a little disappointed today. I came to the practice at 8.30am this morning for advice to discuss an illness, but I was cut short of explaining my ailment and told quite abruptly that I was not allowed to request an emergency appointment in person and that I had to do it over the phone. I was also told I was not allowed to sit in the waiting room to make the call. So I went outside to make the call. It took me 15 minutes to get a position in the queue which seemingly allows 12 callers to queue only. It took me 45 minutes to get to the head of the queue at which point, the call went silent for one minute before the call was cut off. I came to the practice because I was feeling unwell and was looking for help and advice. I was made to feel unwelcome by an apathetic member of staff who pushed me into a phone system that wasted an hour of my time with no result. This is just a feedback which I hope can help the practice.
Visited March 2023
Review titled The Ross Practice
Replied on 23 March 2023
Dear Patient, I am so sorry that this has happened, especially when you were feeling unwell. If you would care to contact me at the surgery, I can investigate who the member of staff may have been and address this problem. We are looking at a further upgrade to our current telephone system in the next few months which will be of benefit to our patients. Please dont hesitate to contact me as I would like to have the opportunity of discussing this incident with you further. Sheila Keller Practice Manager
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Review titled Very Prompt and efficient service
Rated 5 stars out of 5
by Jim Lauderdale - Posted on 31 January 2023
Used the online service and was very impressed with the speed that my issue was dealt with. Thanks to doctors and the team. Would definitely use this again.
Visited January 2023
Review titled The Ross Practice
Replied on 01 February 2023
Dear Mr. Lauderdale Thank you so much for your kind comments regarding your experience when using our on-line service. We are glad to hear that you found this alternative method of contacting the surgery helpful. I will pass on your positive comments to our team. Sheila Keller Practice Manager
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Review titled Unable to book appointment online
Rated 2 stars out of 5
by Anonymous - Posted on 16 January 2023
I am caller number 12 so tried to book an appointment online, as instructed but the pages on the gov website are not found there fore links seem to be broken, please fix or get additional telephone receptionists, really is a quick call to book a nurse appointment normally have to wait 2 hrs to speak via phone - very frustrating
Visited January 2023
Review titled The Ross Practice
Replied on 17 January 2023
Dear Patient. I am sorry that you have been unable to contact us by telephone to book a nurses appointment and I do understand that this is extremely frustrating. We do have another way of contacting this practice, via our website, as follows: 1) www.therosspractice.co.uk 2) scroll down to the "online consult" section 3) follow the instructions You can then leave an admin message for a member of our team to call you back and we can book the appointment for you. We are in the process of reviewing how we can improve our patient's experience when trying to get through to the surgery and hopefully will have an improved service in the next few months. Sheila Keller Practice Manager
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Review titled A credit to NHS
Rated 5 stars out of 5
by J Baker - Posted on 24 December 2022
E consults dealt with quickly and triaged to face to face appointments. Staff always courteous and can not fault care I received. Was concerned when several gps left the surgery but the addition of Paramedics are a credit to the surgery. Thank you for all your hard work in these difficult times.
Visited December 2022
Review titled The Ross Practice
Replied on 28 December 2022
Dear J Baker Thank you so much for your very kind words, which I have shared with the practice team. We all try very hard to provide the best services we possibly can within significant restraints. We dont always succeed despite our very best intentions, so it is lovely to get such kind comments. Sheila Keller Practice Manager
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Review titled Excellent
Rated 5 stars out of 5
by Anonymous - Posted on 12 December 2022
I have always found the staff at the Ross Practice to be efficient and caring. The staff answering the calls are brilliant. Thank you to all of you for always helping in times of need.
Visited December 2022
Review titled The Ross Practice
Replied on 14 December 2022
Thank you so much for your kind comments that I have shared with the practice team. We try our very best despite not always having the appropriate resources available.
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Review titled Good service
Rated 4 stars out of 5
by Sylvia - Posted on 05 November 2022
I have had a biopsy at the surgery recently. Dr rang with results and referred me for hosp appt. Paperwork came within days to arrange appt. Thanyou to the doctor & everyone involved for your care whilst working under enormous pressure.
Visited October 2022
Review titled The Ross Practice
Replied on 07 November 2022
Dear Sylvia Thank you so much for your kind comments which I will share with the practice team. Sheila Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 22 September 2022
I needed to book a cervical screening. As I am a teacher who works outside of the local area, it can be hard to schedule a non-urgent appointment as I cannot take time off work easily. I was really impressed to get an appointment via the shared service at 8:30 on a Friday evening with a nurse after calling that Tuesday. This is an amazing service and she mentioned they were considering cutting the nurse out of hours service; please don’t! I am really pleased with the service I have received and although I don’t have a huge variety of conditions requiring support, the practice and staff are always professional and helpful and do a good job in challenging circumstances. The shared out of hours service is a great idea also - thank you! Thank you!
Visited September 2022
Review titled The Ross Practice
Replied on 28 September 2022
Dear Patient. Thank you for your positive comments in response to our Extended Access Service and the nice comments about our practice staff who do try very hard to help our patients in these challenging times and restricted services available. Practice Manager