Queens Road Surgery - Ratings and reviews
Reviews
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Review titled Seriously lacking in patient care
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2024
Disorganised and lacking in patient care. I remember when a GP surgery would call you after a test to give you your results, talk your through them and then provide next steps from the doctor. For years now at Queens Road it is impossible to get through the door. I was told to book myself in for several tests (and I wasn't even sure what they were for) so that the nurse practitioner could either refer me or provide a course of treatment. In order to find out this treatment based on my results I had to eventually call after having no contact from the surgery and have now been told to go through the laborious process of trying to call or get through on the app to find out what my course of treatment is. The level of aftercare and patient upkeep ultimately makes me want to stop trying altogether. If the health professionals don't care, why should I?
Visited April 2024
Queens Road Surgery has not yet replied.
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Review titled Only same day emergency appointments available
Rated 1 star out of 5
by Anonymous - Posted on 17 January 2024
This surgery doesn't offer appointments booked in advance, therefore you have to call at 8am and play the appointment lottery: when I have tried this I haven't been able to get through and am currently unable to access health care. This has meant that I have to take mornings off work in order to try to get an appointment. I believe this is an extremely damaging policy, which will disproportionately impact upon working class and minority patients, ie. those unable to call at 8am because of shift work and other precarious labour conditions.
Visited January 2024
Queens Road Surgery has not yet replied.
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Review titled Impossible to speak to doctor for years now
Rated 1 star out of 5
by Anonymous - Posted on 14 November 2023
After calling on the dot of 8am when the practice opens, and waiting for over 20 mins for an answer, there were no appointments left with my doctor. Using the surgery's app is not reliable as the call back can be during work meetings and, in a recent incident, fell outside the timeframe they indicated to me. The surgery is over capacity and should either take on more staff or stop accepting new patients.
Visited November 2023
Queens Road Surgery has not yet replied.
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Review titled appointment impossible! extremely dissapointed
Rated 4 stars out of 5
by Anonymous - Posted on 08 September 2023
I have been waiting in the queue every morning on the phone throughout the week. finally today I got an appointment, as I am a thyroid patient, and after my latest blood tests, I received a message to discuss it with the doctor. I received a 10-second bad signal call from the doctor and after that, I kept calling back to confirm that she would call me but the reception staff was extremely rigid and said that the doctor had tried calling me thrice! I had no other unattended/ missed calls on my phone and I got back immediately after that unsuccessful call. Instead of saying that the doctor would try, or they could request the doctor to make one call throughout the day, the staff kept saying "no she won't call again because she had tried thrice and I should try again for an appointment "(which means waiting for days and staying on phone ques )1. if the doctor called me thrice it must have been within a span of 10 minutes as I called back immediately after that to talk to someone completely non-compassionate and understanding. 2. Thrice, with one no-signal call and no trace at all of any missed calls. ----All my previous experiences with the staff and doctors here have been really amazing, people have been kind, caring, empathetic and compassionate - but this time its absolutely disappointing and frustrating.
Visited September 2023
Queens Road Surgery has not yet replied.
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Review titled No clinics available
Rated 1 star out of 5
by Anonymous - Posted on 07 August 2023
The surgery advised that due to a shortage of staff there are no clinics available for future dates. It's therefore next to impossible for our family to access the health care we need, which probably puts this practice in breach of contract. I've reported this to the relevant authority. I wonder how this practice can be open to new NHS patients when they can't meet the needs of their current clients.
Visited August 2023
Review titled Queens Road Surgery
Replied on 08 August 2023
Dear patient, Thank you for taking the time to provide us with your feedback. I am sorry that your most recent experience has been a negative one. It appears you may have been provided with incorrect information, and I would like to discuss this further with you. Unfortunately, I have been unable to identify you based on the information provided in this review. Please contact me at the surgery so we can understand your concerns and look into this further. Kind regards, Dean Nagle Practice Manager
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Review titled Unbelievably poor
Rated 1 star out of 5
by Anonymous - Posted on 24 August 2023
Total failure to play a role in management of a serious long term condition. Never read 20+ letters from specialists / consultants and were unable to discuss them in consultations. Every time a different excuse that they were not received, could not be opened, etc. Waited over 2 years for referrals to be made, with no reasons provided for delays. On multiple occasions critical medications were removed from prescription list without any communication whatsoever. Dismissive and patronising — consistently psychologise symptoms despite mountains of diagnostic evidence from specialists with detailed knowledge of conditions (see above). This is an outlook that belongs in the 19th century and not 2023. All in all, a huge negative impact on me personally and on spouse / carer.
Visited August 2023
Review titled Queens Road Surgery
Replied on 29 August 2023
Dear patient, Thank you for taking the time to provide us with your feedback. I am sorry that you have had a negative experience as a patient at Queens Road Surgery. You have raised a number of serious concerns in your review and we would like the opportunity to investigate these and respond, however, based on the information provided in your review we have been unable to identify you. Please contact the surgery at your earliest convenience on souccg.qrs@nhs.net / 0207 639 1133 so we can look into this further. Kind regards, Dean Nagle Practice Manager
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Review titled Bad experiance
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
I been with this gp for 4-5 years , apparently they called and i couldn’t answer as i was in work. They dropped me out without re calling or giving me notice by leaving me a voicemail . Not even confirming my details. I used to love this gp and I always got treatment ilas i expected , but now it it’s shame that without further notice they dropped me off.
Visited April 2023
Review titled Queens Road Surgery
Replied on 08 August 2023
Dear patient, Thank you for providing us with your feedback. I am sorry to hear you have had a negative experience. I can assure you we never remove patients from our list for not answering the phone. Unfortunately, I have been unable to identify you base don the information provided. Please contact me at the surgery to discuss this further. Kind regards Dean Nagle Practice Manager
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Review titled Massive improvements
Rated 4 stars out of 5
by Melissa Jarram - Posted on 30 March 2023
I left a negative review a few months ago due to several bad experiences with this surgery, I received a call from the manager who was so lovely and listened to my complaints. Since then I have seen amazing improvements: particularly how the reception staff communicate with patients. They are far more friendly now and seem a lot more caring. The issue with appointments being difficult to get due to ocer subscription is something that can’t be helped, however the call back system In place worked to my surprise and I was able to be seen on the same day when I called at 8am. The care I got was thorough, and I’m just really really grateful for the whole experience. I feel I’ve been listened to as a patient and cared for very well. I just wanted to say thank you for this.
Visited March 2023
Review titled Queens Road Surgery
Replied on 08 August 2023
Dear Melissa, Thank you so much for taking the time to provide us with your feedback. We are extremely happy to hear you have had a more positive experience of recent. Your kind feedback has been shared with the entire team at Queens Road. Kind regards, Dean Nagle Practice Manager
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Review titled Totally useless - harassment to patients
Rated 1 star out of 5
by Debjani Kundu - Posted on 03 March 2023
Getting an appointment in this place is nightmare. Even if i call dot at 8 am all appointments are booked out. Then if you insist they will give a phone appointment. If you ask them how many appointments can you give - they will never tell you. What are they sitting there for? Who are they serving? Useless surgery
Visited February 2023
Review titled Queens Road Surgery
Replied on 07 March 2023
Dear Ms Kundu, Thank you very much for taking the time to speak to me today and I would like to apologise again for the negative experience you have had while booking an appointment with us at Queens Road Surgery. As discussed on the phone we do offer a mixture of Face to Face and Telephone Consultations on the day for those who need to speak with a clinician urgently as well as a limited number of Face to Face appointments that can be pre-booked up to 2 weeks in advance. I am sorry to hear that this was not communicated to you correctly and will ensure that this feedback is passed on to the admin team so that they are giving patients the clearest information possible going forward. Kind regards, Dean Nagle Practice Manager
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Review titled Not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 06 January 2023
Saw a GP who rushed me through the appointment, wouldn’t let me explain all my symptoms or even bothered to properly check me over. Decided I had an infection, when I got the antibotics turns out I can’t have them as it counter acts my other long term issues. Do these GPS even bother to read your medical notes? Or even care about their patients?
Visited January 2023
Review titled Queens Road Surgery
Replied on 10 January 2023
Dear Patient, I am so sorry to hear that you have had a negative experience with one of our GPs at Queens Road surgery. I can assure you that all of our GPs are trained to the highest standards and always aim to provide the best quality of care to our patients. Given the seriousness of your concerns I would like to request that you contact me directly at the Surgery on souccg.qrs@nhs.net so I can investigate the points you have raised immediately. Dean Nagle Practice Manager