Roxbourne Medical Centre

I recently called this GP surgery to book a telephone consultation as I needed antibiotics for my ongoing blepharitis with 3 new signs of infection I waited in the phone queue as 2nd in the queue for 1 hour and 45 minutes without anyone answering. Eventually, I decided to drive to the surgery in person to book an appointment at the reception. When I arrived and explained that I had been waiting on the phone for nearly two hours, I was met with a complete lack of interest from the staff. I was then told that the person responsible for answering calls had cancelled their shift without reason and that there was no one available to take calls. While I understand that staffing issues can arise, it is not the patient's responsibility to ensure the service is running smoothly this should be properly managed by the surgery. What made the situation worse was that, instead of receiving appropriate help, a receptionist with no medical background told me to go to Moorfields A&E, suggesting they would be able to assist me. This was completely inappropriate, as A&E should not be used as a substitute for GP services, especially for something like antibiotics, which could have been prescribed through a simple consultation. The way I was treated was unacceptable. If someone works in healthcare, they should have a basic level of compassion and professionalism when dealing with patients. This experience has left me frustrated and disappointed, and I sincerely hope this issue is addressed to prevent others from facing the same poor treatment.

My daughter was very unwell, and when I called to book an appointment, Ahlam was incredibly helpful, kind, and supportive throughout the process. Dr. Hirani was also extremely kind and took great care of my daughter, explaining everything thoroughly and with patience. I’m happy to say my daughter is feeling much better now. Thank you so much for your excellent care!

I called to notify change of pharmacy on behalf of my elderly mother, and the service that we received from the receptionist was appalling to say the least. Going by past feedback, it seems a recurring problem and nothing seems to have been done about it. The receptionist was rude, loud, ignorant and dismissive. Eventually, the matter was solved quite easily by the pharmacist for which I have given one star!⭐ Otherwise, the service is worth 0!