Chapelwood Surgery

A pleasure to visit this surgery. Staff genuinely friendly and professional.

I don't know why but there seems to be a few reception staff at Rogerstone Practice who are unable to provide helpful and polite service. Really rude behaviour like hanging up at the end of a call without saying goodbye and taking out their bad mood on patients. Many protocols makes no sense too. Like having to write a letter to request a prescription or to retrieve personal information about oneself. The system is archaic and time consuming and something really needs to change. The doctors here are decent. Dr Clements is extremely helpful and proactive. But some of the receptionists here should consider another vocation.

Absolutely shocking here. You wait for an hour in reception after your appointment time as they are always running late. Reception staff have private conversations between themselves whilst your stood there waiting g for them to acknowledge you ! If I could go somewhere else I would

Lovely people, on the phone and in person. Our baby was unwell a couple of days after I tested positive for covid. On the recommendation of 111 they managed to fit us in for a short notice appointment and gave us the reassurance that everything was ok. Despite the best efforts of this government, some surgeries are still delivering great service!

Had an appointment for a phone consultation at 9am after awaiting 2 weeks for results it’s not 12pm and I’ve rung the surgery twice they said both times it next in the queue. Staff on the phone are lovely just frustrating that recently I’ve had appointments continuously cancelled and then today waiting 3 hours for a phone call.

This has to be the worst practice I have ever had the misfortune to register with. Mistake after mistake and never an apology just a torrent of excuses and reasons which vary on the person you speak to. Appalling!

The doctors and nurses are really good here, they are very busy. Most of the reception staff are friendly and helpful too. The processes on the other hand make very little sense from a patient perspective and it is impossible to get a timely routine appointment - it is always a two week wait, and that's if you are lucky! Be prepared to spend lots of time on hold and to call back every day until an appointment becomes available. (With more flats being built close by I can only see the situation getting worse unfortunately.)

Simple things seem to be protracted out over multiple calls, visits and paperwork. For example they are shortly implementing a new process for emergency appointments which sounds horrendous, whereby you will call in the morning, after repeatedly dialling to get through and waiting on hold, you will not be able to make an appointment, instead you will then be sent a text and have to complete documents online, THEN they will send you an appointment (obviously you can't discuss the time). All this while you are ill.

Whilst the doctors and nurses are good and put the patients first the same cannot be said for the processes.

Dealing with a chronic illness and every single time I ring this place the reception staff (not all) but most are so so rude and unhelpful! They tell me to call Tomorrow and when tomorrow comes it’s always call again! I believe because of these receptionist this illness has become a lot worse because they keep turning me away. The one reception staff made a horrible comment to me, she was very unprofessional