The Robins Surgery, Harold Hill Health C - Ratings and reviews
Reviews
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Review titled Lack of communication!!
Rated 3 stars out of 5
by Unhappy - Posted on 27 April 2024
I asked for a repeat prescription that is difficult to obtain which normally takes about 3 weeks to get in. It was actioned and 2 weeks later my pharmacist said they hadn't received it. I phoned the receptionist and told it was a computer glitch and instead of being sent as per usual to the pharmacist it was printed out and left in the surgery! No communication that it was there? I went to pick it up and was told that they didn't have it and that someone must have come in and picked it up!! How can anyone have picked it up when I didn't even know it was there!! So then I was told it would have to be reprinted and I'd have to return later as it needed to be signed by doctor? I asked if it could be sent over to the pharmacist as per normal but no as it had printed it off again now! So now I'm without medication and will have to wait probably another 2 weeks to get it.
Visited April 2024
Review titled The Robins Surgery, Harold Hill Health C
Replied on 29 April 2024
Dear patient, Thank you for your feedback regarding your prescription issue. We apologize for any inconvenience caused. You believe that there was a miscommunication within the staff, which caused delays in issuing the prescription on time. I will look into this, if you could contact us directly with your details, so that we can investigate the issue you raised. Kind regards Dilruba Bari Practice Manager
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Review titled Do Not Bother with them
Rated 1 star out of 5
by Let Down - Posted on 22 March 2024
Worst experience to date, used to be awesome Surgery, now with guidelines and staff on front desk, it is chaos, 5 different bits of advice just to get an appointment (not emergency) 1st one, you have to phone Thursday, so I phone Thursday, 2nd, oh no you have to phone Friday, phone Friday, oh no you cant until Monday, 3)phone Monday, oh no you have to phone Thursday, 4) phone Thursday, oh all gone, bearing in mind I was 1st in que for 45 minutes, phone back after being cut off, to be told 5) phone next Thursday we only have 1 Doctor for 2 weeks! 3 Different receptionist telling 3 different bits of advice, 1st in the Que, joke in itself, I drove round there after being 1st in Que for 24 minutes, quicker if they stopped talking to pick up the phone, Its a joke
Visited March 2024
Review titled The Robins Surgery, Harold Hill Health C
Replied on 22 March 2024
Dear Patient, We're sorry to hear about your experience regarding accessing appointments and receiving inconsistent information from different staff members at different times. Your feed back will be discuss with the receptionist and will provide further training. To address this issue and ensure smoother access to appointments in the future, we offer various options for scheduling: Online Slots: You have the option to directly book appointments online. Pre-bookable Appointments: Patients can request appointments in advance, with booking available up to two weeks ahead, depending on availability. Same-day Slots: For same-day appointments, you can call us for morning appointments after 8:30 am or for afternoon appointments after 1:00 pm. Clinical Pharmacist Referral: Upon patient request, we offer referrals to clinical pharmacists who will call within four hours to address concerns. E-Consultation Requests: You can now submit consultation requests through our practice website, and we will promptly address them. Extended Access Services: We now offer extended access services at the Petersfield surgery every day after 6:30 pm and on weekends. For further information or to book, please speak with the receptionist or follow this link: https://nhs.bookings.herohealth.net/app/nhs/414/locations/624 Polyclinic Walking Centre: Patients who cannot wait for regular GP appointments can visit the walking centre at the Polyclinic. Here, you can sit and see clinicians on the same day. also you can send us email for another inquiries as at nelondonicb.robinssurgery@nhs.net. We hope these options are helpful. For further assistance or information, please don't hesitate to contact our surgery at 01708796960.
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Review titled No appointments.
Rated 1 star out of 5
by Elizabeth Hughes-Donn - Posted on 22 May 2023
I phoned at the said times to get an appointment; 8.30 and 1.39. No appointments available and no offer of alternative venue or pharmacist. In fact when I phoned this morning and I became number 2 in the que the surgery cut me off with a message saying they are busy. I work so I cannot continue to be holding on to a phone line to get an appointment. I have also emailed the surgery regarding a repeat prescription to no avail.
Visited April 2023
Review titled The Robins Surgery, Harold Hill Health C
Replied on 23 May 2023
Dear Ms Elizabeth Hughes-Donn, We are sorry that you experienced dissatisfaction with our receptionist's call handling. As per your complaint, the receptionist did not offer you other possible available clinical appointments from other providers. I am looking into your complaint and we will contact you to resolve this issue. I checked your repeat medication which is already issued today. Also, staff will get further training regards to alternative appointment availabilities. If you need further discussion/information please contact me on 01708796960. Thank You Practice Manager The Robins Surgery
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Review titled 1 1/2 hour wait for a booked appointment
Rated 2 stars out of 5
by Mark Smyth - Posted on 08 March 2023
Review: I had an oppointment today 7/3/2023 at 14.00. arrived on time went to the robin's surgery reception desk at 13.55 told the receptionist my name date of birth and was told to take a seat then went to the toilet and sat down and waited and waited. At 1430 went up to reception desk and asked whether the doctor was running late and was told he had a patient in with him and it was a double appointment. I said ok and sat down and waited and waited .At 14.50 went up to the reception desk. They apologised and tried to call the doctor who didn't respond then the receptionist said pop round and knock on doctors door. Doctor didn't respond and Iwas told told was still on his list so he should respond. I wasn't very pleased so the receptionist said ring my line manager which she did, the line manager came down and told the receptionist the doctor had called me over the system 3 times which did not hear and if that's the case I would like to hear it because I never heard a thing. Doctor can be rude to the point of being obnoxious but put up with it. Thinking he's under pressure and stress but enough is enough. will see doctor in future even though I've got to wait another month until 3rd April.
Visited March 2023
Review titled The Robins Surgery, Harold Hill Health C
Replied on 24 March 2023
Dear Mark Smyth We are sorry that you experienced dissatisfaction with our services. I already looked into your complaint on that day, it was investigated and I can confirm that you were called by the GP three times at 2 pm for your consultation but he did not get any response from you. I am sorry that you missed your appointment. If you need to discuss further regarding this issue, please contact me on 01708796960. Thank you. Dilruba Bari
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Review titled Unprofessional staff
Rated 1 star out of 5
by Anonymous - Posted on 10 January 2023
I had a worst experience of visiting a GP today ..i visit the surgery after waiting for almost 2 months.. The staff at reception is totally unprofessional. Anyways i went in doctor room and i expalined about my issue and he was so rude and said he can discuss one matter and 10 minutes time .. After that he was busy in his computer for making a refferal and for the other problems i have to wait for 2 months to see the doctor and then again 2 months for another probem.. These NHS staff cant even talk gentally and professionally to patients. The doctor said it is all politics and i just left ..Its better to stay home rather than visiting such GPs and suffering more with their behaviour and attitude.
Visited January 2023
Review titled The Robins Surgery, Harold Hill Health C
Replied on 16 January 2023
We are sorry that you experienced dissatisfaction with our appointment and consultation process. We are committed to delivering high quality patient care and services for all our patients. We will be looking into your complaint and for that I need your name and contact details to further investigation to see what went wrong and how to resolve this issue. Please contact us on 01708796960. Thank you. Dilruba Bari Practice Manager
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Review titled Really, really awful GP practice
Rated 1 star out of 5
by Anonymous - Posted on 05 December 2022
It is nigh on impossible to get a GP appointment, the system is not fit for purpose & by the time your call is answered there are never any appointments. The online booking system doesn’t work, the polyclinic is always full to capacity. Even booking an appointment in advance is over a 4 week wait. Utterly disgraceful and not fit for purpose, this GP practice needs to listen to patients and review the way it takes appointments.
Visited December 2022
Review titled The Robins Surgery, Harold Hill Health C
Replied on 16 January 2023
Dear Patient We are sorry that you experienced dissatisfaction with our appointment and telephone service. We are committed to delivering high quality patient care and services for all our patients. We will be looking into your complaint and for that I need your name and contact details to further investigation to see what went wrong and how to resolve this issue. Please contact us on 01708796960. Thank you. Dilruba Bari Practice Manager
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Review titled Nothing short of a complete shambles
Rated 1 star out of 5
by Dean Robinson - Posted on 15 October 2022
After contracting a case of tonsillitis I needed to be prescribed some antibiotics, in extreme pain I rang the surgery on Wednesday afternoon to be told by a lady nothing could be done that day and I would get an appointment if I called back the following morning at 8:30. So as instructed I called in at 8:30 and was advised by a ridiculous sounding message that they’ve had on their system for around 3 years about covid cases rising in the capital (old news indeed) I was then advised I was 6th in queue after 1 hour of waiting I got to 1st in the queue and was anticipating speaking to someone when the same ridiculous voice told me they were completely busy and I was cut off. I am 51 years old and have worked since leaving school at 16 I estimate I’ve paid over £150,000 in National insurance and feel I deserve better treatment. I am moving home in the next few days and I will certainly not miss the robins surgery and it’s completely dire service. In the 15 years I’ve been a patient along with my family we have probably visited the surgery around 20 times and it has always been an extremely unpleasant experience.
Visited September 2022
Review titled The Robins Surgery, Harold Hill Health C
Replied on 17 October 2022
Dear Patient, Sorry to hear of your experience regarding appointments access and the telephone system. I can confirm you, last week our telephone welcome message is updated. Regarding the appointments, to avoid this similar issue, you can choose various ways to access our appointments, such as – Online access for patient direct booking, where we offer 4 gp appointments every day - For pre-bookable appointments; we offer up to 8 weeks in advance booking. - Same-day appointments; for morning session after 8:30am and for afternoon after 1pm. - We are offering same day appointment with the local clinical pharmacist who can call patient within 4 hours’ time. - From 1st of October we are offering cross organisation clinical appointments out of hours on patient request and on their availability. - However, if you can't get any of this appointment, you can always go to the walking centre where you can sit and wait to see the GP in the poly clinic. Hope its help, if you need further information please contact our surgery at 01708796960. Regards The Robins Surgery