Richmond Surgery - Ratings and reviews
Reviews
-
Review titled Great doctors and nurses, poor reception.
Rated 3 stars out of 5
by Anonymous - Posted on 07 February 2024
Approx 1.30pm 07/02/2024, I needed to book a non-urgent telephone appointment with my doctor because I had to discuss various things, 1 being my medication. The woman on phone said I shouldn't be requesting an appointment with my doctor to order medication (which was only 1 of the things I needed to discuss), she was quite rude then checked herself when I questioned what she said. Rather than being rude maybe she could helpfully inform patients on how they order medication and request it as a repeat prescription. I totally understand it can be a stressful job because when I called initially, I was no.11 in the queue, so I'm sure it's relentless, but if she cannot talk to patients in a respectful manner, then maybe that's not the job for her. The other things I needed to talk to him about was major surgery on my spine needed (operation number 13), my mental health and new medication that could help with the pain I’m in 24/7. I don’t call the doctor if I have a cold or sore throat, I wasn’t rude to her in any way and would like to have been spoken to, better than I experienced today. There will be no improvement unless people leave feedback, it's the only reason I'm doing this today. I would also like to add that not only my doctor but every doctor and nurse I have spoken/seen at the surgery have been brilliant, very caring and very helpful.
Visited February 2024
Review titled Richmond Surgery
Replied on 14 February 2024
Dear Patient, I am sorry to read about your recent experience that caused you upset or frustration. I can assure you that we take all feedback and complaints seriously. Please accept my apologies on behalf of Richmond Surgery. Please email your complaint to our general email address with your contact details or via our website feedback form. With further information I can download the call to investigate and manage your complaint directly with our Reception Team. Best regards, Lavinia Pollard Patient Liaison Manager
-
Review titled Not recommended
Rated 1 star out of 5
by Anonymous - Posted on 08 January 2024
The only way you can get an appointment on the day is by ringing at 8am, this is very busy. You can not walk in, the reception doesn't open until 10am, you can not book online either. In 2024 there should be more options for emergency appointments but not at Richmond. When you do get through the staff will try and steer you away from the doctors and suggest you use the online triage system. This opens at 9am, but by 9:35am today it has reached full capacity. Other surgeries give you a start and finish time, Richmond vaguely uses the term full capacity. The system at Richmond is designed to not offer appointments and continually try and deter you from treatment. I get the impression that all who work here have a real distain for patients and the least they see them the better. That is my experience anyway.
Visited January 2024
Review titled Richmond Surgery
Replied on 08 January 2024
Dear Patient, I am sorry you experienced difficulty when calling the surgery today. The reception front desk is closed until 10.00am to ensure all reception staff are available to answer the incoming calls at the busiest time of the day 08.00am. Our electronic patient triage is available from 09.00am Monday to Friday for non urgent medical matters. It closes when we have reached safe capacity for the day. Unfortunately because you have made this complaint anonymously I am unable to investigate your complaint further. Best regards, Lavinia Pollard Patient Liaison Manager
-
Review titled Fantastic experience
Rated 5 stars out of 5
by Holly - Posted on 02 January 2024
I wanted to convey my most sincere thanks for the world class service I received recently. Having made an initial call at 3:58pm to seek help, I was called back less than an hour later at 4:51pm. I was able to visit the surgery immediately afterwards to provide a required sample, and collect a prescription. The whole process took less than 90 mins, from me making the initial call, to sample in and prescription in-hand. The issue I was suffering with had me feeling uncomfortable and panicky for the upcoming very busy Christmas period, as it can deteriorate very quickly. I cannot tell you how much relief my experience with the surgery provided (both physically and mentally). I can honestly say they saved Christmas!
Visited December 2023
Review titled Richmond Surgery
Replied on 03 January 2024
Dear Holly, Thank you for taking the time to leave your lovely feedback here for us. I have passed your thanks on to the team members who helped you. It is always greatly appreciated when our staff's hard work is recognised by our patients. We are glad to hear that their actions meant you could enjoy the Christmas festivities. Best regards, Lavinia Pollard Patient Liaison Manager
-
Review titled Very good service from Admin Team
Rated 5 stars out of 5
by Geraldene - Posted on 13 October 2023
We are moving to the area from East Midlands as my husband is unwell, and we want to be closer to family. My daughter uses this practice, and as we both need medication, I have tried to sort everything out before we move. I have been amazed at the excellent level of service I have received so far, with registering and getting online access. The email replies have been speedy and extremely helpful and nothing seems too much trouble. This bodes very well for the future. We do not get this excellent level of service where we currently live so thank you Admin Team for making my life a little easier!
Visited October 2023
Review titled Richmond Surgery
Replied on 16 October 2023
Dear Patient, Thank you very much for taking the time to leave your lovely feedback here. Our surgery teams work very hard to ensure a first class patient experience in all departments. Our administration team are always very efficient and happy to help with any relevant queries as you have discovered. I will pass your feedback to them and know they will be delighted. Thank you again. Best regards, Lavinia Pollard Patient Liaison Manager
-
Review titled COVID Jab
Rated 5 stars out of 5
by Colin Lethbridge - Posted on 18 September 2023
I had my COVID booster jab on 15/09/23. The two ladies carrying out the jabs were wonderful. I didn’t feel a thing when I was given my jab. What an excellent service.
Visited September 2023
Review titled Richmond Surgery
Replied on 19 September 2023
Dear Mr Lethbridge, Thank you very much for taking the time to leave your positive feed back here. I will pass your feedback to the staff concerned and I know they will greatly appreciate that you have mentioned them. Thank you again, Lavinia Lavinia Pollard Patient Liaison Manager
-
Review titled Reliable Practice
Rated 4 stars out of 5
by Ben Pollard - Posted on 23 August 2023
I was dealt with promptly and professionally. I now have the medicines I need to return to work. It’s useful they have their own pharmacy attached to the practice.
Visited August 2023
Review titled Richmond Surgery
Replied on 04 September 2023
Dear Mr Pollard, Thank you very much for taking the time to leave your review here. Our staff are always made aware of these reviews and are grateful to patients for doing so. Best regards, Lavinia Pollard Patient Liaison Manager
-
Review titled Excellent Nurse
Rated 4 stars out of 5
by Anonymous - Posted on 31 August 2023
I recently attended the surgery for some blood tests and can only praise the nurse who took the bloods. As I have very fine thready veins I have, in the past, had some very bad & painful experiences. Not so this time, I was met by a smiling nurse who listened when I explained my situation and, using a very fine needle, was able to extract the blood easily. My sincere thanks to her for her care and professionalism.
Visited August 2023
Review titled Richmond Surgery
Replied on 04 September 2023
Dear Patient, Thank you very much for leaving your lovely feedback about our nurse who took your bloods. I will ensure the Nurse Manager and her team are made aware of this. I know it will be much appreciated by them all. Thank you again. Best regards, Lavinia Pollard Patient Liaison Manager
-
Review titled A very good practise
Rated 5 stars out of 5
by Anonymous - Posted on 27 July 2023
Over 30 years as patients my wife and I have found that the Richmond Surgery's medical care has been of the highest order; GP's and supporting staff alike. In recent months we have had very prompt and helpful responses by the reception staff and various nursing staff. The GP's have been very caring, effective and going the extra mile from initial face to face appointments and follow up telephone calls. This coupled with very friendly and positive environment makes you feel comfortable that you as a patient and your medical needs are regarded as important to them. Compared with friends experiences of other surgeries around the country, Richmond Surgery sets a very very good example.
Visited July 2023
Review titled Richmond Surgery
Replied on 27 July 2023
Dear Patient, Thank you very much for taking the time to leave your positive feedback here for us. All our staff strive to deliver the highest standard of patient care at all times. It is lovely to read that you have experienced this over recent months. I will ensure that all staff are made aware of your kind words and know they will be greatly appreciated by everyone. Best regards, Lavinia Patient Liaison Manager
-
Review titled Excellent Skeletal & Muscular Clinic
Rated 5 stars out of 5
by malcolm munro - Posted on 06 July 2023
I attended the clinic this week for assessment on my hip and neck problems. I really appreciated the positive comments made and the suggested rehabilitation exercises given. I can certainly recommend this clinic.
Visited July 2023
Review titled Richmond Surgery
Replied on 10 July 2023
Dear Mr Munro, Thank you very much for taking the time to leave your positive feedback for our MSK Practioner. I know they will appreciate you doing this and I will ensure they know about it. Thank you again. Lavinia Lavinia Pollard Patient Liaison Manager
-
Review titled Fantastic team
Rated 5 stars out of 5
by Mrs Mahoney - Posted on 07 September 2023
From the initial call, to triage then the final procedure, I have nothing but praise for the whole team. So pleased with the final result! Thank you.
Visited July 2023
Review titled Richmond Surgery
Replied on 11 September 2023
Dear Mrs Mahoney, Thank you very much for taking the time to leave your feedback here . We are very pleased to hear your experience from start to conclusion was so positive. I will pass your feedback to our staff and know they will really appreciate your kind feedback. Thank you again, Lavinia Pollard Patient Liaison Manager