Queens Road Surgery - Ratings and reviews
Reviews
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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
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Review titled They should close it down
Rated 1 star out of 5
by Melissa Jarram - Posted on 24 December 2022
I have been with this surgery for 2 years now and I don’t even know the name of a single gp. First of all the receptionists are so rude and on the edge of being plain nasty. They have never ever made me feel like I’m anything but a nuisance, especially on the occasions I’ve gone into the surgery physically because I can’t get through to anyone on the phone. The DrIQ app they force you to use doesn’t work, and doesn’t have options for all illnesses. I’ve had to enter my problems as “skin rash” in order to get an appointment when they’ve been to do with feminine health (painful ovaries or anything else). I was seriously ill with a withdrawal issue and was left completely alone at the start of this year. Since then I’ve reached out 3 times and been so unable to get through that I’ve paid for a private gp. The most recent case was for scarlet fever. I don’t have much money, but I do have a credit card luckily, and as sad as it is to say that could actually be life saving one day. I was I’ll over the weekend and called 111 who made a referral to my gp for Monday. At this point I had a rash for a week and a high fever of 39.6 for 3 days, the gp surgery wouldn’t answer the phone as usual, so I had to go in physically only to be told that a doctor will call me later on in the day. I asked when and the receptionist said anywhere from 2-5pm. I asked what would happen if they called at 5 and I needed a swab, she said I would have to come back tomorrow and was so rude and miserable and acting like I was an absolute pest for needing help. I couldn’t wait another day without antibiotics, and I told her and she told me to go to A and E if I was so worried, so I paid to see a private Gp on the day (adding to my credit card debt). The private doctor was so lovely, said I had scarlet fever and gave me antibiotics straight away. Two days later my fever is gone and I’m on the mend. The queens road surgery gp didn’t call me until 4:50pm - right at the end of the day. I just think it’s so bad that the GPs refuse to see you in person even if you get a 111 referral. I hate to think of the people older and more fragile than myself and those who don’t have credit cards.
Visited December 2022
Review titled Queens Road Surgery
Replied on 30 December 2022
Dear Melissa Thank you very much for speaking to me today with regards to your concerns and thank you for your feedback. I am sorry again to hear of the hard time you had getting an appointment and that you had to seek help from a private GP. As I mentioned on the phone I believe the way in which you had been given information was incorrect and this lead to unnecessary confusion. I will be working with the team to ensure that this doesn’t happen going forward and they are aware that their job is to provide all of our patients with care and kindness. I hope that the advice I provided with regards to booking in with a clinician via the phone and the App were helpful and lead to you having a better experience in the future. Dean Nagle Practice Manager
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Review titled Don’t bother
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2022
You have to call at 8am on the dot otherwise there are not appointments left and when you do call 9/10 times they won’t answer anyway.
Visited November 2022
Review titled Queens Road Surgery
Replied on 09 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
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Review titled Can’t get appointments. On hold for hour for epipenZ.
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2022
I have been unable to get an appointment at this practice for months. Their DoctorIQ app does not work and shuts down at 8:01am. They do not answer the phone before 10am and then say you need to call at 8:00am. I tried to call 21 times between 8:00am -10:00am phone finally rang and I was on hold for an hour to schedule and appointment for new EpiPen post an anaphylactic reaction. Truly terrible service and GP practice. It’s dangerous.
Visited November 2022
Review titled Queens Road Surgery
Replied on 08 August 2023
Dear patient, Thank you for taking the time to provide us with your feedback. We are sorry to hear you have had a negative experience. Unfortunately, I have been unable to identify you based on the information provided. Please feel free to contact me at the surgery should you wish to discuss this further. Kind regards, Dean Nagle Practice Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Mrs Welch - Posted on 12 January 2023
I have been registered here since autumn 2022. I have had great service from the staff here. They have seen me or called me on the same day I have made an appointment. They make follow up calls to check that you are doing okay. I have since migrated all my family to this practice and we have all had great experiences, bar one incident which was quickly rectified by a receptionist. unfortunately I didn't get her name to give her praise.
Visited September 2022
Review titled Queens Road Surgery
Replied on 08 August 2023
Dear Mrs Welch, Thank you so much for your kind words, your review has been shared with the entire team. Kind regards, Dean Nagle Practice Manager
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Review titled Too difficult to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 28 October 2022
Surgery promotes an app called DrIQ however it's not very well used. The surgery will use every excuse to avoid an in person appointment. At present all of the GP's own doctors are on annual leave with locum doctors only available and only offering telephone appointments. My daughter is 1 and I have been trying to get an appointment and have her seen. I was advised I will receive a telephone appointment between 12 and 5pm, the Dr called at 4.30 which I find odd considering smaller children are usually prioritised. The surgery also have extremely long telephone wait times - even at non peak times such as 4pm. I will be leaving this surgery as I am tired of the poor service and extreme difficulty in getting seen. On more than one occasion I have been forced to go via A&E to see a doctor.
Visited August 2022
Review titled Queens Road Surgery
Replied on 08 November 2022
Dear Patient Thank you for taking the time to leave your feedback. We are so sorry that you and your daughter have had a negative experience. We are always reviewing patient feedback to ensure that we are improving the services we are offering to patients. In response to patient feedback as of the 10th October 2022 patients have the option of telephone or face to face appointments, we would welcome you to contact us to discuss your experience further as it seems that this was not the case in your experience. We welcome you to email us at souccg.qrs@nhs.net or to call us and speak with the Practice Manager, Dean Nagle on 0207 639 1133 about your concerns. We hope that you and your daughter are both well. Best wishes Danielle Caswell Regional Manager
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Review titled Is it actually a GP practice?
Rated 1 star out of 5
by Anonymous - Posted on 16 June 2022
It's impossible to get a GP appointment, but there's never anyone in the waiting room if you go in. I'm pretty sure they don't have any GPs in the building most days. If you try to get a GP appointment, you usually get a call from a physician associate who isn't qualified to help. If you're lucky you might speak to a GP on the phone, but never in person.
Visited June 2022
Review titled Queens Road Surgery
Replied on 17 June 2022
Hello, thank you for taking the time to provide us with your feedback. Unfortunately based on the name provided with your review I have been unable to identify you as patient at Queens Road Surgery. Please contact me at the surgery on souccg.qrs@nhs.net with your full details and I will be able to look into this further. Best wishes Dean Nagle Interim Practice Manage
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Review titled Awlful
Rated 1 star out of 5
by Anonymous - Posted on 24 June 2022
Took roughly 3hrs on the phone over a period of 10 days to get an eye gel prescription sent to pharmacy for my dad.Three times I was told had been sent,twice told that they would ring back never did. Prescription confirmed Monday ,after a phone call every day since then have finally got the prescription sent.Dad ran out 2 days ago.Awlful app DriQ can’t reply to messages,dad just moved to this surgery hope it gets better.
Visited June 2022
Review titled Queens Road Surgery
Replied on 27 June 2022
Dear patient, thank you for taking the time to provide us with your feedback. Unfortunately based on the name provided with your review I have been unable to identify you as patient at Queens Road Surgery. Please contact me at the surgery on souccg.qrs@nhs.net with your full details and I will be able to look into this further. Best wishes Dean Nagle Interim Practice Manager
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Review titled Doctors are very good, however...
Rated 5 stars out of 5
by Natalie McLennan-Murray - Posted on 26 September 2023
Clinically, the doctors are excellent. The care I have received from them, including their locums, has been thorough and there has been very good follow up. I trust their knowledge and opinions and for that reason I will stay at the surgery. However, I would like to make clear that the impression some of the reception staff leave you with is awful. This is usual for when I have phoned in and not when they have phoned me. I have had many experiences of rudeness, extremely poor communication and have felt angry at their apparent lack of compassion and understanding. I don't know what other GP surgeries are like. It's difficult to get an overall view of the practices from one-off snap shots of an experience. If you benefit from kind and helpful reception staff, I would not recommend this surgery. If you value clinical competence, then this is a great surgery for you.
Visited June 2022
Queens Road Surgery has not yet replied.