Rosebankhealth Anmeldelser 

I want to thank Cath the Community matron but especially Dr Anduvan for his care for my mum and going that extra mile.

You are all good people and thank you for caring.

I had done an online appointment form Thursday morning. Rosebank rang me Friday afternoon to book me in. During that time waiting I went online, brought medicine from a pharmacy, which arrived the next day all before Rosebank rang me back. I feel sorry for chronically ill people who rely on this GP practise.

Ignorance and neglect.

There what you can expect from Rosebank.
In last 5 year I have chasing DR.
For general check up and apoitments.

After submiting online forms and phone calls.

Never go further then silly messages without actually talking to the Dr or making apoiment.

Absolutely horrible.
Found new GP

They are denying my rights for health after misdiagnosed me and give wrong treatments.

Like a lot of other institutions, instead of computers helping to speed up procedures to complete a job, they now become the job and are strangled by lengthy procedures such that timely treatment is unobtainable. Without human supervision, staff meander aimlessly without praise or correction and become thoroughly frustrated and disillusioned resulting in poor recruitment and retention. It took 3 days, 4 computer programmes, 5 phone calls, 14 hours in A&E and 10 personnel to obtain ANTIBIOTICS !

To be clear the doctors and nurses at Rosebank Health are fantastic. Caring, proactive, knowledgeable and reassuring and professional - they are simply brilliant!!
The admin staff on the other hand are the polar opposite and why my rating is so low. When finally getting through to speak to someone, gone are the days of knowing you were in capable hands. Now you get young untrained jobsworth types who neither listen nor care. They have no idea of the impact their incompetence has on patients or the fall out from their negligent and frankly dangerous behaviours.
Appointments that take weeks to secure get cancelled at the last minute with an unprofessional text message containing acronyms. Did they offer an alternative appointment? Oh no. There’s an arrogance that accompanies the instruction that firmly puts the responsibility back on the patient and they have to start all over again to try get an appointment. They failed to comprehend that the appointment they cancelled an hour before I was due, had taken 2 months to arrange.
Requests for prescriptions to be aligned are made unnecessarily complex due to the jobsworth who’s sole aim is to get that bit of work off their desk with the least effort - and hiding behind the Rosebank website when replying so there’s no way to identify who to provide feedback for. It’s as though the entire structure is such that patient feedback is not welcome and there is no clear mechanism in place to allow for that to happen.
Customer service is frequently non existent. Often met with a stony face and clipped tone, it is as if the receptionist is somehow doing you a favour and actually you, as the patient, are somehow an inconvenience.
You’d think that the admin management team would take on board such feedback and act, but no they don’t. If you are lucky enough to get a response from them it’s full of empty platitudes, zero recognition of responsibility and quite often the blame turned round to you - the patient. I guess if those in charge have no idea what good service looks like then those reporting in to them have no chance.
If I was rating the medical staff at Rosebank I would give them 10 stars if I could. It’s just such a shame that to get to see the angels who fix us, we have to do battle with the admin team and receptionists, who make it such a challenge and an unpleasant experience.

I would give 0 if I could. I downloaded the NHS App because it’s easier to track all appointments and any referrals and your health records and so on. I contacted the app for help as can’t access nothing. They are at least very polite and helpful and very quick to respond. The team said to contact my GP surgery to get a passcode and password etc for the online services so I can get access to everything on the app. I first messaged Rosebank Health on the 26/05/2021. And they took ages to get back. Then I messaged again on 31/05/2021. This was there response that their records indicate that I am not registered for online services then they say how to do so. So, I did straight away.

That was on the 02/06/2021. Then I registered the same day. Then the 09/06/2021. Where they say thanks for registration. And will be processed by their administration team. And they will so say send me the steps required to complete your registration. Then a member of their reception team will then present me with a username and password.

Which I can confirm they did not. Then 09/6/2021 they said “we are currently only able to offer you access to Online Services so that you can request repeat prescriptions. To complete registration we will need to send you a text message.” Please send a phone number. They already have my phone number as they sent me results and told me to book a COVID vaccination.

Then I messaged again on the 09/06/21 with the phone number and have heard nothing back. Poor customer service. Very rude and unhelpful. Takes long to respond and don’t. As don’t take over a week and more to respond and I even sent an email yesterday to follow up but have had no response. They don’t seem to have any knowledge as through the NHS app you can access referrals and your medical records and information which you have a basic right to do so and not just do prescriptions. It has been over a month and the NHS App. Is taking a long time after many emails as well and they said to ask them for update during the middle of this week and they said they still haven’t and are busy. The NHS App says they should give you the codes and other key information to complete the registration as I do not have the correct ID as I do not drive. It’s been stressful sorting it out and keeps going backwards and forwards. And I have a right to access to keep up to date with everything.