Rutland House Surgery - Ratings and reviews
Reviews
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Review titled Lack of empathy
Rated 1 star out of 5
by anonymous - Posted on 21 March 2024
I have been in this surgery for over 15 years, but unfortunately, yesterday's encounter with the receptionist left me feeling unwelcome and disheartened. Despite my distress during the call, she said that I could not get an appointment unless I disclosed the reason I needed to see the doctor, which contradicts my understanding that such a matter is personal. I was not comfortable disclosing this information. Even when I explained my situation, she seemed dismissive due to the pressure, stating that no appointments were available. I explained that it was not a routine results check, but she was unwilling to hear. This left me audibly tearful and frustrated. She stated that the doctor would, therefore, call me later on that day. When I followed up later that day, the new receptionist was unaware of the request for a callback, as the earlier receptionist made no record. I was so upset and frustrated, and he said because of a cancellation, he would book me for a call, which I received at the end of the day. The receptionist's behaviour not only reflects poorly on the individual but also leaves a lasting negative impression on my overall experience. No one should feel obligated to tell the reason for your call to get an appointment. As far as I am aware, it goes against patient-doctor confidentiality, and experiencing such pressure left me feeling upset.
Visited March 2024
Review titled Rutland House Surgery
Replied on 27 March 2024
Dear Patient, I'm truly sorry to hear about your upsetting experience at the surgery. It's understandable how encountering such challenges after being a patient for so long can be disheartening. Your feelings of being unwelcome and pressured are valid, and, unfortunately, the receptionist's behaviour didn't align with your expectations of confidentiality and empathy. We ensure that patients feel respected and supported throughout their interactions. MJ Rahman Practice Manager
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Review titled No follow up
Rated 2 stars out of 5
by Anonymous - Posted on 24 April 2024
I requested Rutland House Surgery to arrange for me to repeat an annual transvaginal ultrasound in March 2024. I was told that it would take 5 days or a week and would be contacted directly by the clinic. No news for 3 weeks. I did a follow up call with the Surgery and a refusal letter from the referred clinic was received next day in my gp App but I did not know until a week later, the reason was requiring further information was not included in the doctor's original referral request. I have no idea how this happened, I had advised that the transvaginal ultrasound was carried out annually since 2019, and they should be able to retrieve and provide the latest/necessary information from 2023. I emailed the Surgery, reminded them the refusal letter and provided my last scan report for their action. I never experienced it. Very disappointed!
Visited March 2024
Rutland House Surgery has not yet replied.
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Review titled Great and Friendly Practice
Rated 4 stars out of 5
by Anonymous - Posted on 21 February 2024
Your Review: I saw my doctor on 5 February. My doctor took on my case when my existing doctor left the practice. My new Dr has been brilliant and has taken on my quite complex case very professionally and with care. As well, I am very happy with Rutland House surgery staff despite my intial misgivings as a long standing Queens Avenue patient where Doctors and staff seemed to know their patients. Also, the Practice Nurse is always helpful and a huge asset. Thank you all at Rutland House for all your hard work.
Visited February 2024
Review titled Rutland House Surgery
Replied on 05 March 2024
Dear Patient, Thank you for taking the time to share your positive experience with Rutland House surgery. It's wonderful to hear that despite your initial misgivings, you have found your new doctor to be brilliant and caring, especially in managing your complex case. It's also great to hear that the practice staff, including the practice nurse, have been helpful and supportive. I'm sure your feedback will be greatly appreciated by our team, and I'm glad to hear that you feel well taken care of there. Kind regards, MJ Rahman Practice Manager
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Review titled Communication extremely poor
Rated 2 stars out of 5
by Anonymous - Posted on 09 January 2024
I rang to get a follow-up discussion with a GP regarding the contents of a consultant's report. I was told there were no telephone appointments available this week (today is Tuesday) and I must ring again next week in the hope that one will become available. I used the email address on the practice website to send a message to the named GP regarding this report. I received a response from that email address that "We do not take medical queries via email please book a telephone consultation with the doctor. " I pray that I shall never be in need of emergency care from this practice.
Visited January 2024
Review titled Rutland House Surgery
Replied on 11 January 2024
Dear Patient, I am sorry for your recent experience. Please call or write an email to us so we can arrange a meeting to address the concerns you may have. Kind regards, MJ Rahman Practice Manager
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Review titled Poor care (wrong dosage twice)
Rated 2 stars out of 5
by Anonymous - Posted on 02 January 2024
Initial prescription of antibiotics to my child was half the intended dosage. This was spotted by a second doctor when my child continued to be ill. However the second doctor failed to send the correct prescription so we ended up with half the amount which ran out over the back holiday weekend. This was despite repeated requests and promises on the Friday to remedy the problem. Today, we were told prescriptions only get looked at after 4pm despite 2 mistakes by 2 of the practice doctors. Receptionists refused to budge and wouldn’t help. So now 2 days without antibiotics, child deteriorating again, and still no prescription as third doctor called just before 6. (3 different doctors also tells its own story). As seems to be happening across the NHS, the practice is over subscribed. Well meaning doctors have too many patients to see and so when you do see them they are visibly stressed and trying to get you out as quickly as possible. It’s no wonder they make mistakes. However, compounding mistakes is unacceptable. When Queens Avenue got taken under the Rutland House practice such concerns were raised but we were told they wouldn’t happen. Sadly it’s panned out as predicted.
Visited January 2024
Review titled Rutland House Surgery
Replied on 09 January 2024
Dear Patient, I am sorry for your recent experience. Please call or write an email to us so we can arrange a meeting to address the concerns you may have. Kind regards, MJ Rahman Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 30 December 2023
Everytime I receive a smear test reminder I willingly book my appointment. This is since the nurse first took my smear test, spending time to relax me and explaining breathing techniques to make the procedure painless. I have now had several and they have all been a wonderful experience. I believe that her approach works the best as I have previously experienced very painful smear tests that deterred me from doing them.
Visited December 2023
Review titled Rutland House Surgery
Replied on 09 January 2024
Dear Patient, Thank you for your kind words and commendation of our nurse. We truly appreciate your feedback and are delighted to hear about your positive experience. Your praise motivates us to continue providing the best care possible to all our patients. Kind Regards, MJ Rahman Practice Manager
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Review titled Very unhelpful and unprofessional team
Rated 1 star out of 5
by Anonymous - Posted on 10 April 2024
I have been with the practice for the last 11 years and was very happy up until after COVID. Impossible to book a same day appointment to the point where my daughter had temperature for 7 days in a row and the receptionist thought it wasn't a good enough reason to be seen by the doctor same day and asked me to call a pharmacy despite me telling her that I have already been to a pharmacy. After seeing the doctors and having antibiotics for several weeks and doctors refusing to talk to us, it was decided that my daughter needed a blood test. Reception was only able to book us for blood test appointment after a month, whilst my daughters symptoms were deteriorating. I then took it into my own hands and managed to book a same day blood test with St Thomas' hospital and all GP had to do is to provide them with a form, which they got wrong (the form had my daughter's first name but my surname on it), I had called GP before heading to St Thomas' to correct and resend and it took me 3 hours whilst with my daughter (who has anxieties and was very nervous) being on the phone, sending my husband in person to GP and dealing with the very unhelpful reception team to correct the form and resend it to me. Instead of helping I felt that Rutland House put me through so much unnecessary stress and brought the worst out of me. Only after my daughters diagnoses and after us being in right place Rutland House doctor started to call us. We now been treated at uclh for the Leukemia.
Visited November 2023
Review titled Rutland House Surgery
Replied on 17 April 2024
Dear Patient, I'm truly sorry to hear about your upsetting experience at the surgery. It's understandable how encountering such challenges after being a patient for so long can be disheartening. Your feelings of being unwelcome and pressured are valid, and, unfortunately, the receptionist's behaviour didn't align with your expectations of confidentiality and empathy. We ensure that patients feel respected and supported throughout their interactions. MJ Rahman Practice Manager
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Review titled Wonderful Nurse
Rated 5 stars out of 5
by Anonymous - Posted on 25 September 2023
I am very pleased to praise the Nurse who treated me so well, the Nurse was very curtious and professional and I commend her to any patient that she treats.
Visited September 2023
Review titled Rutland House Surgery
Replied on 29 September 2023
Dear Patient, Thank you for your kind words and commendation of our nurse. We truly appreciate your feedback and are delighted to hear about your positive experience. Your praise motivates us to continue providing the best care possible to all our patients. Kind Regards, MJ Rahman Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Kirsteen Tibble - Posted on 21 April 2023
Over the past years the service to our family has been second to none . We have had sadly to cope with a number of serious illnesses and bereavement during this time . The staff have been wonderfully helpful and supportive. We are very grateful to Rutland house surgery for their care and attention.
Visited April 2023
Review titled Rutland House Surgery
Replied on 28 April 2023
Dear Mrs. Tibble, Thank you very much for your feedback. We will share this with the surgery team. Kind Regards, MJ Rahman Practice Manager
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Review titled Good practice........but
Rated 4 stars out of 5
by Anonymous - Posted on 27 April 2023
I have been with the surgery for almost 40yrs and generally things are good and we have always been fortunate to have had great GPs who are very thorough and get things sorted. However, it is the Admin side of things that lets the practice down and this has declined even further since joining with Queens Avenue surgery. There is such inconsistencies in the service you get from the receptionists - some do all they can to help you, others hide behind "the rules" and appear to have no empathy whatsoever. Turnover of the admin team also seems incredibly high which I can only assume is because they are underpaid and not trained well.....hence the inconsistency. The Practice Manager is never available whilst he should be out front of house helping staff, leading from the front and with ears to the ground listening to his patients. I fear the surgery will continue to decline in this area but I sincerely hope I am proved wrong.
Visited April 2023
Review titled Rutland House Surgery
Replied on 28 April 2023
Dear Patient, I am sorry for your recent experience. Please call or write an email to us so we can arrange a meeting to address the concerns you may have. Kind regards, MJ Rahman Practice Manager