Queens Road Surgery

Terrible healthcare experience with unhelpful staff

Absolutely terrible service and approach. Securing an appointment at this medical practice is nearly impossible, and the front desk staff demonstrate a complete lack of professionalism. Their communication is abysmal, and they show zero compassion for patients. I am thoroughly disheartened by my experience.

Frustrating healthcare journey with unhelpful administrative staff

The service quality is extremely disappointing. The administrative staff consistently attempt to push patients out at every opportunity - during my ongoing medical tests, each time a result comes back, they immediately try to discharge me, despite the fact that the results are inconclusive and more investigation is clearly required. The entire process lacks coherence, as the reception team appears to have been instructed to focus on "efficiency" (which essentially means reducing appointment numbers), but this approach forces patients to repeatedly battle their incredibly complex booking system throughout the same diagnostic and treatment journey, which is absolutely absurd!

Impossible to get an appointment at this surgery

Previously, this surgery was manageable. Booking appointments was challenging, but they made genuine efforts to help, offering slots a few weeks ahead or calling if openings arose. Now, the situation has become completely unworkable. As someone with late-night shifts, I'm forced to set an alarm after just three hours of sleep to call at 8am, only to be placed on hold for an hour, and invariably told no appointments are available. This month marks the fourth time I've attempted to secure an appointment, with zero success. They've suggested using their app, but I've been unable to link it with the NHS. Despite promising to email an access code, they haven't followed through - I should have insisted on receiving the code during our call. The entire experience is incredibly exasperating, and I've been compelled to contact 111 and wait at a hospital to see a doctor. It's clear this surgery has become overwhelmed with patient numbers, and the current system is completely unacceptable. I'll definitely be seeking a new medical practice that can provide more reliable service.

Terrible healthcare experience with zero availability

Unable to secure a medical consultation at this facility. Attempted to schedule an appointment but found zero physician availability. Extremely frustrating experience with no clear options for obtaining necessary medical care. The lack of accessible healthcare professionals is deeply concerning and inconvenient.

Worst customer service ever terrible experience

When attempting to schedule an appointment, their phone response is painfully slow, and once they finally answer, they immediately inform you that no appointments are available. This establishment is utterly useless. I personally experienced this frustration today, spending an entire hour on hold, only to have them decline to assist me when they eventually picked up the phone.

Worst medical practice ever, avoid at all costs

After waiting an hour, they abruptly ended the call. Absolutely frustrating. If you receive a referral, follow up promptly. The front desk staff are pleasant, but the overall service is completely ineffective. Update: This is now the second time I've been redirected and essentially told to handle their responsibilities myself. Avoid this practice at all costs. The Three Stooges would manage this place more competently. Second update: Being instructed to use the app to schedule an appointment for a straightforward prescription mistake. Couldn't book an appointment during the call. Who has the luxury of being available at 8 am and then hoping they might actually contact you?? The app is equally dreadful.

Awesome customer service from jack

I appreciate it, Jack.

Unprofessional staff ruin patient's healthcare experience

I reached out to my general practitioner's office to request a repeat prescription since the app was malfunctioning, following the pharmacy's recommendation. The reception staff responded with an abrasive and condescending attitude. Unbeknownst to them, I remained on the line while they discussed me, with one staff member suddenly realizing and nervously apologizing amid giggles. While the GP doctors have been excellent during telephone consultations, the reception team has cultivated such an unwelcoming atmosphere that I now feel anxious about contacting them with any medical issues.

Terrible customer service and confusing surgical process

The surgical procedure requires thorough examination, and the front desk staff seem unwilling to explain the reasons behind their actions or concerns.

Terrible gp surgery lacks compassion for patients

Feedback Review: 4/3/2025 I am profoundly frustrated with the current service at this general practice surgery. Despite my persistent efforts to secure an in-person consultation for my teenage child, I have consistently encountered obstacles and dismissive responses. I have communicated through various channels - phone calls, in-person visits, and direct expressions of concern - yet no one has been willing to provide adequate care or even articulate why my child is being denied a direct medical consultation. It appears our concerns are being systematically disregarded, as though we are unworthy of proper medical attention. While I recognize healthcare systems face challenges, this continuous lack of support is fundamentally unacceptable. We've been repeatedly informed that no appointments are available, which inevitably leads me to wonder: are certain patients being preferentially treated? I am compelled to ask again: why is my child being denied the face-to-face medical assessment they critically require? Why are they being treated as though their health is inconsequential? I am committed to persistently providing feedback and pursuing resolution until my child receives the appropriate medical care they fundamentally deserve. This entire experience has been incredibly disheartening, and I sincerely hope the surgery will critically examine their current procedures to ensure all patients, irrespective of age or individual circumstances, receive the comprehensive attention and care they need.

Terrible customer service and wasted my time

I've been attempting to reach customer service for what seems like an eternity. After patiently waiting an hour for a promised callback, I finally answered on the third ring, only to have them immediately disconnect the call.

Frustrating experience with scheduling and availability

Scheduling a consultation here is an exercise in pure frustration. No matter what time of day or method I try, securing a slot seems completely unattainable. Their booking system appears designed to discourage patients from actually seeing a provider, making the entire process incredibly difficult and maddening.

Frustrating medical service with endless waiting

I visited on Thursday after calling on Wednesday, when they told me over the phone to come for a scan at 8 AM for the same day's appointment. I went with a 79-year-old, and they said they only work by appointment. Each time I attempt to contact them, I find myself in queue positions ranging from 5 to 34, waiting for over 30 minutes before the call drops. I've been struggling to secure an appointment for three weeks now.

Terrible service leaving patients frustrated and unheard

Utterly frustrated and upset. As a full-time professional, securing a medical appointment at this practice seems impossible. Even when facing serious health concerns, I'm left struggling. Their app is incredibly challenging to navigate. Critical appointments have been abruptly terminated without any notification to me. The front desk staff demonstrate minimal compassion, remaining unhelpful even when confronted with urgent medical situations, particularly those involving children. If my health deteriorates, it will be a direct consequence of the negligent care I've experienced. Obtaining basic medical assistance should not be this complicated. This represents the fundamental failures currently plaguing our healthcare system.

Exceptional medical care that truly cares about patients

Throughout our four-decade relationship with this medical practice, we've consistently found their staff and service to be absolutely exceptional. Whenever we encounter an issue, they go above and beyond to either provide a solution or diligently work to locate the information we need.

Terrible service leaves patient frustrated and suffering

I am utterly frustrated with Queens Road Surgery. Attempting to schedule an appointment via the Evergreen app proved futile, and when I resorted to calling, I endured an excruciating wait of over an hour, only to be offered a slot on Monday. This is completely unacceptable. I am currently experiencing significant discomfort, battling a painful throat, vocal strain, and eating difficulties. As someone who frequently suffers from tonsillitis, I simply require an antibiotic prescription to address the issue, yet I was instructed to wait several days for an appointment. Despite the surgery's proximity to my home, I am now compelled to travel to A&E, unnecessarily occupying resources intended for critical emergencies. The standard of care is deplorable. With each interaction, I feel dehumanized and disregarded by this practice. I am now actively seeking alternative GP services. Anyone who prioritizes their health and time should steer clear of Queens Road Surgery.

Smooth tech support saved my medical query day

The IT and administrative team have been exceptionally supportive throughout the procedure of linking my account to their new application (Evergreen) used for submitting medical-related inquiries.

Exceptional care and service at this amazing clinic

Top-notch medical practice that truly stands out. The front desk team is incredibly welcoming, and Maisey is particularly outstanding in her commitment to patient care. The physicians are equally impressive, and their appointment scheduling system is thoughtfully designed to match patients with the most appropriate specialist for their specific medical needs. An all-around exceptional healthcare facility. Much appreciation! 😊

Shakira made my doctor visit surprisingly pleasant

I typically dread medical appointments, but Shakira made the entire experience incredibly smooth and pleasant. Her assistance was exceptional. Sincere gratitude to her for making my visit so comfortable!!

Surreal and haunting bureaucratic journey

A surreal bureaucratic ordeal that defies comprehension, leaving one trapped in an absurd labyrinth of administrative madness.