Rock Healthcare Limited
22 Derby Way, Bury, Lancashire, BL9 0NJContact details and opening times
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Reviews
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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
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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