Queenswood Medical Practice - Ratings and reviews
Reviews
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Review titled Exceeded Expectations
Rated 5 stars out of 5
by MR M KARECLAS - Posted on 13 June 2022
I rang this morning at 9:30am and was offered an appointment at 10:10 the same day. The paramedic was extremely professional, helpful and non - judgemental as was the Dr that was called in to assess my health concerns. I was then booked in for full blood count test and other checks to address all my health concerns. First class service, could not be any better. I really do not understand all the negative reviews but based on my own personal experience and the last 15 or so years of my Mums experience with Queenswood, I only have good things to say. I had used the econsult first but at the end it told me to call them on the phone. The automated message told me i was no 30 in the queue which was off - putting but by choosing option "1" for a call back they called me within 15 minutes and made an appointment for me for the same day. Excellent service, thank you.
Visited June 2022
Review titled Queenswood Medical Practice
Replied on 08 August 2022
Dear Mr M Kareclas, Thank you for your positive feedback about the practice and staff. We appreciate you taking the time to review the service you have received and hope that you continue to have positive experiences with us. Kind Regards, Practice Manager
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Review titled impossible to get appointmenf
Rated 2 stars out of 5
by Anonymous - Posted on 28 June 2023
I asked for an appointment, and got a text saying I'd have an urgent appointment but not telling me when. I called the surgery and they said my appointment had been 20 minutes ago, but at the same time I was getting another call through from the surgery. I tried to tell the receptionist this, but when I got to hang up I had already missed the call. I waited but the doctor did not try to call me back. I listened to the voicemail and it said I should call the service back immediately. but the voicemail was left at 1258 and the surgery apparently closes at 1300? really distressing experience, I now feel a lot worse than I did originally with all the stress of this
Visited June 2022
Queenswood Medical Practice has not yet replied.
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Review titled Failure to rectify a mistake
Rated 2 stars out of 5
by AGG - Posted on 09 May 2022
I had contacted the practice by phone (impossible) and e-consult (time-consuming and convoluted) about a medical condition that potentially needed a referral to a specialist. A locum doctor had then contacted me on a Saturday and filled in some forms to request that a referral to a specialist would be funded. Some weeks later I received 2 text messages from the practice saying that funding had been refused, & that this may have been due to incomplete forms & info. I was asked to ring the practice so that they could take the correct information. Why could the doctor not have rung me? I rang the practice and as usual, had to wait an extraordinarily long time on the telephone. The admin staff who answered then told me I needed to complete an e-consult if I wanted a GP to ring me back within 2 days. Or I would have to wait for 2-3 weeks for a GP appointment. I pointed out that the practice had made a mistake/failed to supervise their locum properly - surely they could have saved me the extra time in contacting the practice ? At the very least they could get a doctor to ring me back now? But no. So I filled in an e-consult (again) and tried to point out that patients have busy lives, too. It's not reasonable to ask patients to phone AND fill in e-consults even when the practice has sent incomplete forms and thus jeopardised my specialist appointment. But even the e-consult did not result in a phone call from the practice doctor dealing with this mistake. Instead, I received another text message (to which I can't respond!) saying that a telephone appointment has been made in another 10 day's time! This is farcical. Nobody at the practice is even interested in seeing me personally to investigate this medical condition. But in addition, they are now jeopardizing my appointment with a specialist due to delays and incompetence. I had also asked them to let me see a copy of their faulty referral and the procedure for asking for funding for a specialist referral (is there an appeal?), but these queries were simply ignored.
Visited May 2022
Review titled Queenswood Medical Practice
Replied on 25 May 2022
Dear AGG, I'm sorry to hear of the troubles you have been facing. I note from your review that you had dealt with a Federation GP on a Saturday and not one of our own practice GPs. Federation GPs see patients across Haringey on behalf of GP surgeries. Please call the surgery and ask to speak to a Team Leader or myself, so we can look into this matter further and get you the help you need. Our phone lines allow patients to get a call back from the surgery once their place in the queue has been reached. Please listen out for the option and press 1 when prompted to do so. We have gotten several positive comments about this feature and I hope you find this helpful too. I'm sorry the eConsult software has not been helpful to you so far. The questions are pre-programmed and the clinicians have found them useful. The questions and replies ensure patients get the most appropriate care at the right time. We have been receiving several positive comments about them. As mentioned above, please contact the surgery so we can assist you further. Kind Regards, Practice Manager
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Review titled Impossible to contact & obtain treatment
Rated 1 star out of 5
by GHP - Posted on 27 May 2022
I had tried to ring the practice about blocked ears & tinnitus. The automated phone message said waiting time was 'more than 30'. Pressing option 1 for ringback produced just 1 ring - impossible to get to the phone in time. Therefore had to complete convoluted e-consult (which does not allow to deal with 2 separate problems.) GP made wrong referral to a Community ENT service that does not deal with blocked ears (???) Queenswood practice nurses no longer deal with clearing blocked ears - why? Due to the wrong referral I had to ring the practice again. I started phoning at 3:45pm. The phone was answered at 5pm - a wait of 75 minutes. This is not a reasonable or accessible phone service. The practice refuses to put sufficient staff on the phone so that it gets answered within a reasonable time. I was referred to another Community ENT service. The earliest appointment was available on 11 July. I cannot wait until 11 July with severely reduced hearing and tinnitus. As a result of this unavailable GP service I have been forced to go private.
Visited May 2022
Review titled Queenswood Medical Practice
Replied on 08 August 2022
Dear GHP, Thank you for your feedback. Please contact the Practice Manager or Operations Manager so we are able to investigate your complaint with your details. Queenswood along with most other GP surgeries do not clear ear wax. Our practice nurses can check ears and patients can be referred for microsuction. You can find more information here: https://www.nhs.uk/conditions/earwax-build-up/ We apologise for our longer than average phone wait times. We are in the process of training new staff and hope that our call queue times reduce in time. Kind Regards, Practice Manager
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Review titled Good service
Rated 5 stars out of 5
by Alison Miller - Posted on 04 May 2022
Feel compelled to leave a review as have witnessed negative feedback via social media about the practice as well receptionists being given a hard time by difficult customers. I have had reason to complete e consults on a few occasions recently. Each time I have received a phone call the next day, same day appointment or appointment within a short timescale with appropriate referrals to specialist services. I cannot fault the service received. Yes it’s difficult to get through on the phone & not everyone will be able to access the e consult provision but for those who can the response is excellent & cannot be faulted. I also wish people would treat the receptionists with respect & appreciate that they are doing their best to help in difficult circumstances.
Visited April 2022
Review titled Queenswood Medical Practice
Replied on 25 May 2022
Dear Alison, Thank you for your feedback. We strive to provide a service accessible to all. By diverting most patients to eConsults, we are able to deal with more vulnerable patients over the phone. Our phone system also has a queue buster for those who do not wish to wait on the line. Thank you for your acknowledgment of negative feedback of our Patient Support Team. We appreciate your positive comments about them and will let them know of your review. Kind Regards, Practice Manager
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Review titled Very poor practice
Rated 2 stars out of 5
by Robert Newell - Posted on 30 June 2022
It has been made almost impossible to contact or speak to anyone to set up an appointment. I went into the practice yesterday. After 20 minutes, only one person had been seen at the desk and I was 6the in the queue so I left to contact by phone or email. I have now been waiting 25 minutes and I have moved from 30 to 23 in the queue. I find this worrying and upsetting. Surely it is possible to achieve something better than this. Yesterday I watched many employees walking by or talking to each other but only one admin was at front of house. It gives the impression of being something incredibly incompetent. Experience tells me that there will be quite a lot of good work going on behind the scenes; the impression currently given at first point of contact is very far from that. It is quite scary. Don't ignore this and other comments like it. Behind the frustration I value NHS. We have to do better. Robert Newell
Visited April 2022
Review titled Queenswood Medical Practice
Replied on 08 August 2022
Dear Robert, I'm sorry you have been struggling to contact anyone at the practice. On receipt of your review I had called you and left a message in June so we could discuss your review in detail. Our telephone system has a "queue busting" feature. This means patients have the choice of getting a call back from the surgery once they have reached number 1 in the call queue. We have received several positive reviews about this feature and hope you get a chance to try this. Our practice employs several staff so we can care for our patient population. On a daily basis, clinical staff will enter the reception area to speak with members of Patient Support Team, as both teams need to work together to ensure the best possible outcomes for our patients. Not all members of our admin team are trained to manage the front desk as this will not be suitable for their job role. I will be discussing the queue times at front desk with our Team Leaders to ensure more support is given to front desk staff during peak times. We would like to invite you to our Patient Participation Group (PPG) to hear any solutions to improving our services. We will be posting the details of the next PPG meeting on our website. Please check this link for more information: https://www.queenswoodmedicalpractice.co.uk/information/patient-participation-group/ If you would like to discuss this review further, please contact the practice and ask to speak to me. Kind Regards, Practice Manager