Red House Surgery - Ratings and reviews
Reviews
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Review titled Delayed
Rated 3 stars out of 5
by Jayne Crean - Posted on 08 April 2024
My 'scrip still in the queue - three days now, 'training' the site says Pad, pad, pad, pad, pad, pad, pad to > 100 characters
Visited April 2024
Red House Surgery has not yet replied.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 23 March 2024
Left after 15 years of being dismissed several times. I rarely visit the visit the doctor. After having been clearly told by a doctor at the practice not to visit with ear infections I had a severe infection which I resolved through 111. I would not recommend this practice to anyone and after using another surgery in St albans I realised just how awful the rehouse was. When I left a Google review their reply was we can't find your details. Just shows how disorganised they are.
Visited January 2024
Red House Surgery has not yet replied.
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Review titled Great experience with this surgery
Rated 5 stars out of 5
by Kay - Posted on 04 December 2023
I've always had a great experience with the nurses, doctors and midwife at this surgery. I use the online query/booking system and have been contacted quickly to discuss the issue or offered an appointment if needed - they've been especially great for my 2 young children and really make me feel at ease.
Visited August 2023
Review titled Red House Surgery
Replied on 18 December 2023
Dear Kay Thank you for your feedback, it is greatly appreciated. I am pleased to hear you had a positive experience with our online booking system. This is the standard of care we aim to achieve for all our patients. We will make sure to pass this positive feedback to the staff at the surgery. Many thanks Dorcas O Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Patricia Irving - Posted on 28 July 2023
Very good doctors and staff. It is essential to be able to understand how the website works. (It is excellent once you have used it a couple of times). Not easy to begin with. The doctors are very professional and listen to my concerns. I have been increasingly impressed and grateful for their attention. Appointments online are easily accessible provided that you remember to ring early. The reception staff ring back to problems set out on the online form. The staff phone or message back (choice of contact is left to the patient) they often give an appointment on the day of emailing if appropriate. This is now a superb practice!
Visited July 2023
Review titled Red House Surgery
Replied on 31 July 2023
Thank you so much for taking the time to give us your very encouraging feedback. It is good to know that you are happy with both the practicalities of using the online form, and the response you received from doctors and receptionists. This is the standard of care we aim to achieve for everyone. Thank you. Hilary, Quality Assurance Manager
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Review titled Terrible Patient/Practice Communication
Rated 2 stars out of 5
by Anonymous - Posted on 05 June 2023
I have been trying to get an appointment with a doctor for 8 months now for a referral but due to the online appointment process I either have been told it was at capacity for the day or that the system was undergoing maintenance and any time I ring up all I get is book before 10 otherwise it will be full. I struggle waking up in the mornings and have tried time and time again to the point where I sometimes did get an appointment just for the doctor to say they have no evidence or things sent sent through saying that I should have this referral. They don’t investigate or try to see if I need the referral but just dismiss me as if I’m not doing what is necessary to get a referral. For a practice that also is linked with a University for students in difficult situations, this is very disappointing and discouraging and as a student myself it makes me feel as if I’m the problem and I am imagining my symptoms and that I’m just not bad enough for even to be considered for a referral. I wish that more time and care was given to the patients especially when trying to just basically communicate with what information the practice does and doesn’t have. Instead of waiting months for an appointment with a doctor who has no idea what’s going on or any information on what’s happening. There needs to be an easier way to communicate other than just this basically useless online portal which leaves people not wanting to contact the GP until they are suffering so much they have no choice but to sit and wait by the phone for a slim chance at a vacancy just to be told you are imagining things.
Visited May 2023
Review titled Red House Surgery
Replied on 09 June 2023
Dear Patient, Thank you for your feedback and I am very sorry to hear that you have had such a poor experience with our online contact form, and difficulty getting an appointment with a doctor to discuss your concerns. I would really like to be able to investigate what has happened in your situation, and ensure that you receive appropriate treatment, and a referral if necessary. Please email me at cpicb.redhousesurgery@nhs.net and mark the email FAO Hilary Allen.
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Review titled Redhouse Radlett - great service
Rated 5 stars out of 5
by Anonymous - Posted on 30 April 2023
Urgently needed to speak to my GP. Called chatted to the person I believe is the practice manager. Was very helpful, and assured me he would consult with my GP ref my medical needs - I had just returned from hospital had a MRI scan - bad back injury- now in body brace. Dr called a little later and helped with getting my pain etc medication script to Boots within a few hrs. Great compassionate service Thank you.
Visited April 2023
Red House Surgery has not yet replied.
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Review titled Fantastic service, thank you!
Rated 5 stars out of 5
by Tom - Posted on 15 March 2023
I just wanted to thank Red House Surgery... yesterday I went online and ordered a repeat of inhalers, and within about 3 hours I had a message from my pharmacy to say that they were ready to collect. I was expecting to have to wait a few days... and was worried as I was getting a cold which was turning into a cough, and hadn't ordered any inhalers in a while. Anyway... huge thank you to everyone at Red House who actioned this so quickly. The service and care at this surgery is always great.. but getting the inhalers within a few hours of requesting was hugely impressive. Thanks!
Visited March 2023
Review titled Red House Surgery
Replied on 17 March 2023
Thank you so much for taking the time to give this very positive feedback and review. Sounds like the pharmacy are doing a great job too!
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Review titled Shockingly poor in the last few years
Rated 1 star out of 5
by Anonymous - Posted on 05 March 2023
This used to be a good GP practice, but in 2019 I noticed the turnover in GPS increase and the idea of putting the patient first has gone swiftly downhill. The system of communication has meant in the last week, to get a routine repeat prescription, I had three attempts to communicate online, a total of 10 text messages from a 3 different doctors and a pharmacist, four phone calls with the GP receptionist until eventually I now have 2/3 of my repeat prescription. The system for booking an appointment to see a nurse or a doctor is dreadful. You have to be determined, because if you don’t contact them before 10am - either by waiting in a phone queue or logging in online, then the system is full. If you try to make a less urgent appointment for a future date, you can’t because, the cut-off date is 3 weeks away. I have noticed mistakes happening and increased meanness when it comes to writing out prescriptions for my child’s eczema treatment. After my last HRT check (which they insist is every 3 months now, rather than every 6) I had a text telling me to make an additional appointment just to check my blood pressure. They insist the system is to make patient care more efficient, but I can’t believe it’s more efficient for the GPs. And it’s a hell of a lot more hard work for patients.
Visited February 2023
Review titled Red House Surgery
Replied on 06 March 2023
Dear Patient, Thank you for your feedback. I am sorry you are so unhappy with your recent experiences at the surgery. We would like to investigate exactly what has happened so we can identify areas where we may need to change or improve our procedures. Please contact us directly either by telephone, or the feedback option on the website, so we can address the issues you have raised specifically. Hilary Allen, Quality Assurance Manager
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Review titled Very poor service, impossible to contact.
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2022
The service at the Red House is going increasingly and rapidly downhill. There is rarely anyone at reception and the most recent online form that I sent wasn't answered. It is almost impossible to arrange an in person visit and the GPs seem keen to fob you off with painkillers rather than talk about ways to support you with any conditions. It took me months of emailing and phone appointments to be prescribed HRT and I am now struggling to get the repeat prescsriptions as they didn't answer the online form. The nearest chemist is also very poor with long queues and waits for the medication when it is eventually prescribed. We are going to change surgery because I think the lack of care is actually dangerous.
Visited October 2022
Review titled Red House Surgery
Replied on 07 December 2022
Dear Patient, Thank you for your feedback. We are very sorry to hear about your experience at the surgery and the difficulty you have had with communication. The reception team are very busy dealing with incoming telephone calls, and due to staff shortages we did have to close the front desk for a time in order to prioritise answering telephone calls from patients. The reception desk is open again and it is now possible for anyone who comes into the surgery to speak to a receptionist face-to-face. Like many GP surgeries, we introduced the online form to help manage the pressure on the phone lines, and to give patients an alternative way to contact the surgery. This works well for many people, but for those who prefer to speak to a receptionist the telephone lines are always open 8.30am to 6pm. A doctor views all the online contacts and offers appointments based on clinical urgency, which we feel is safer for patient care than all the same day appointments being booked by the first people who get through on the phone in the morning. Many problems can be dealt with very effectively on the telephone, or by video call, however if a doctor feels that a patient needs to be seen in person, this will be arranged. Please do contact us again to discuss your concerns regarding the problems you have identified with your medical care, as it is important for us to be able to address these issues constructively and identify any changes that need to be made to improve our practice appropriately. Thank you, Hilary Allen Quality Assurance Manager cpicb.redhousesurgery@nhs.net
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Review titled Efficient response
Rated 3 stars out of 5
by Anonymous - Posted on 13 October 2022
I filled in online form today at 8.30 am, to reluctantly get a ‘fit’ note after boring week off work with painful annoying Upper Resp Tract Infection. Details given in of symptoms, timings, expectations. Had a text from surgery mid morning to say doctor would ring me in 5 minutes, and they did. I like this system - gives you a chance to prepare, get your notes, sit somewhere quiet etc. Thankyou. Spoke to doctor and they sent me fitnote via text a couple of minutes later. V efficient. I was a little flattened when doctor starts conversation with ‘So you’ve got what I had last week and what we’ve all been getting?’ - implying, ‘Buck yourself up’, which I didn’t appreciate!! I actually find it humiliating to have to ask for a note, just as I do having to call in sick every day for a week. I’m not a fraud, just ill, so a little more sympathy would have gone down nicely!!
Visited October 2022
Red House Surgery has not yet replied.