Rosebank Health @ Severnvale Surgery - Gloucester

Bethan F.

I’ve just signed up to ‘Rosebank Health’ and booked an appointment for today. I assumed it would be at severnvale surgery as I had signed up for that surgery in particular and my confirmation and reminder text had no details of a location. I turned up and the lady at reception was very rude / dismissive, she told me I needed to be at ‘Rosebank Health’ now if you look at all the surgeries in this group or on maps it comes up as ‘Rosebank Health’ so I asked her which one? She seemed annoyed that I was wasting her time with trying to find out where they had booked my appointment, and told me Stroud road but I wouldn’t get there in time. No apology, absolutely customer service skills, just blunt & rude. I was perfectly polite to her despite the fact that my appointment had been booked at a different surgery & no one had informed me. I managed to get to the correct surgery within the 10 minute grace period only to find no parking, so went round and round for 5 minutes before finding a space and running in to see if they could still accommodate me. They said they’d check with the doctor, 20 minutes later I’m told I’ve missed the appointment and they won’t even reschedule it for me, apparently I will be called within 48 hours with a new appointment. Overall 2 hours off work , visited 2 doctors surgeries , dealt with 2 unhelpful receptionists who didn’t care at all the inconvenience I had been put through, and still I am no closer to seeing a doctor.

Frank T. T.

Waiting for a call back, couldnt be given an exact time for a telephone appointment. The Dr call 4 times in the space of 2mins whilst I'm already on the phone. Had to call the surgery back and wait in a queue of 12 to be told I will have to be put back in the queue and they might be able to phone again tomorrow again no exact time.

I then get call again 3 times in 2mins whilst being in a work meeting.

The system is broken. The receptionist, nurses and doctors need to think of how the experience is for patients and how it's not satisfactory.

Put a doctor or two on the phones every day instead of having to talk to a receptionist and it might actually help or open the surgery once a month on Saturdays.. all day and do a walk in service to all.

Matt C.

Let’s face it, has to be the worst service. Waiting for prescriptions, waiting 18 months for 6 week call back(still waiting), no availability for appointments(ever), takes forever to get through to the rudest receptionist on the planet, can’t even complain, waiting for that all important mot check for the last 3 years. Receptionist told me it’s nothing to do with her and couldn’t give a damn. On top of that e-consult is inaccessible and you might has well call 111 or 999 anyway

Tanina V.

Submitted a repeat prescription 10 days in advance; was signed off when I chased it up on tenth day but sent to wrong pharmacy. Elderly parent without critical meds. Had to phone 111 (again), to get meds !! Unacceptable.

joanna W.

Can’t get through on a phone cannot get to make an e consult then forced to ring 111 who send you to a and e only to be told you need to see gp to arrange follow up and further investigations? What a complete shambles. When you do actually speak to a person they are often rude and very unhelpful I’m quite sure that there are many people suffering unnecessarily or even worse because of their complete incompetence. Need to do a whole lot better I’m afraid

ninja M.

Attending a follow up appointment for the doctor to tell me the results have only just come back when I got a text saying the results a week before. To then the doctor said no they have just arrive.. resulting in me showing her the actual text before believing me.

I then said to the doctor that these results have been going on for years and every doctor won't put me on tablets as its borderline. I then asked the doctor to check the previous year of results and the doctor couldn't work out how to check the previous results so said she couldn't see them.

How can a doctor not see the previous results but the receptionist on the way out could..

The whole experience made it worse as the doctor seemed to have a bad attitude as soon as I arrived and not coming across as caring.. making me not wish to attend this surgery and see the same doctor.

Pauline T.

I'm afraid the service hear it terrible. Never get anything right can't get appointments never open. And get never get through on phone. Online doesn't work if you don't have WiFi. People are not getting a service any more. Takes forever to get through to a doctor. If I had a choice I would leave this surgery

Aegis

The staff and doctors are lovely. The people they now have to deal with are a joke. I returned to hand in my time critical lab sample. At window one a guy was completing an entire 7 page form. At window two (A well travelled) couple were requesting every form of health check under the sun but struggling to remember their age or the concept of English. I gave up waiting and left.