Queens Road Surgery

Terrible practice that sends patients to a&e

They persistently refuse to see any patients. Even if fortunate enough to receive a call, they ring twice and abruptly disconnect. When one attempts to call back immediately, they claim you've missed your appointment and must reschedule for the next day or visit A&E. They recommend using their app, but this only connects you with an associate physician who typically dismisses your concerns and symptoms, ultimately suggesting A&E if conditions worsen. How incredibly helpful! With two young children, we've become well-acquainted with Lewisham hospital's A&E department - who are excellent and professional, but shouldn't be handling cases that a GP could manage. Over six years, we've repeatedly been told by the practice assistant (a less qualified, cheaper staff member) that there was no cause for concern, only to later discover at A&E that our children required immediate medical attention and antibiotics. Regarding complaints, I've submitted written and verbal grievances twice, yet absolutely nothing has changed. Be cautious of the associate physicians operating here: ***they are not qualified doctors and should not be diagnosing patients*** - always insist on speaking directly with a qualified doctor!

Amazing care and top-notch medical experience

Top-notch receptionist and surgical procedure, outstanding care, Welcoming

Terrible customer service wastes entire day

Incredibly aggravating interaction with customer service. I dialed precisely at 8am to schedule a phone consultation, only to squander an entire day anticipating the call... ultimately, I was informed that no appointment had been registered under my name.

Terrible medical care that completely neglects patients

I've repeatedly been overlooked and received no callback regarding my scheduled surgical procedure. Despite making 3-4 separate attempts to contact them, there's been zero effort to assess my medical condition. I strongly advise potential patients to avoid registering with this healthcare provider.

Endless hold time after promising phone queue start

Dialed precisely at 8am on April 18th and managed to be 3rd in line almost instantly after the phone lines became active! I've now been waiting on hold for 32 minutes, and I'm increasingly skeptical about the team's earlier claim of having 3-4 staff handling phone calls - it seems highly unlikely given the current wait time.

Unhelpful staff crushed my hopes for medical support

I'm deeply concerned about my partner's well-being and visited the clinic expecting support, only to be met with unhelpful and dismissive receptionists. Their unprofessional attitude was appalling - instead of simply verifying the information in their system, which would have quickly resolved the issue, the staff member rudely refused to assist me. Her obstinate response that she couldn't help unless my partner was present was completely unacceptable. These receptionists deserve to lose their jobs for such poor customer service and lack of basic compassion.

Terrible doctor with zero medical knowledge

Dr. seems completely clueless about medical treatments and doesn't appear to be a legitimate healthcare professional. Their service is terrible and unprofessional. They desperately need more competent doctors who actually understand patient care.

Frustrating healthcare app fails to deliver medication

Update: a year after the practice manager's response, I'm satisfied to observe a newfound dedication to public relations, though delivered with a somewhat patronizing undertone for an organization funded by taxpayers. If only obtaining a courteous or straightforward response from the telephone staff or having an app with notification capabilities were possible, such misunderstandings could be avoided. It's intriguing to discover that Practice Managers, whom I had presumed were business-oriented and not healthcare professionals, would delve into patients' medical records to refine their Google review responses... ---- Once more, no acknowledgment of my app-based repeat medication request (the sole available method), forcing me yet again to secure an emergency prescription from a local pharmacy.

Terrible care and dangerous medical negligence exposed

The administrative staff repeatedly redirected me to Lister practice for wound treatment, and the nurse refused to conduct an asthma review for my son, ultimately leading to his hospital admission. Nurse Jen examined my dressings, identified an incorrect size, but never ordered replacements. I even had to purchase my own dressings. I felt terrified because Nurse Jen seemed unwilling to treat me, and the admin staff constantly rescheduled my appointments. I have documentation, including a print-out and email with conflicting dates, yet they claim I'm confused. These women appear to wield excessive power with absolutely no compassion. They've blocked my access to Dr. IQ, preventing me from logging in. It seems they're deliberately obstructing my ability to file a complaint. These nurses and administrators are fundamentally cruel, seemingly trained to be disrespectful, deceitful, and potentially endangering patients' lives. I strongly caution others against risking their own and their children's health with these indifferent and callous healthcare workers.

Exceptional care from compassionate medical professionals

What a delightful overall encounter - the reception team was incredibly welcoming, and the female doctor (whose name escapes me) was absolutely fantastic: she conducted a comprehensive examination with great care, clearly articulating each step and its purpose, while maintaining a warm and comforting demeanor. I truly felt completely supported and attended to, my sincere gratitude to the entire team!

Dangerous healthcare with careless staff and fatal mistakes

The staff at this medical practice altered my mother's appointments without any notification. Nurse Jen removed my mum's dressing and failed to reorder replacements. The manager consistently shifts blame onto my mother, claiming she's confused, despite us having email evidence. A receptionist scheduled an asthma review appointment for my brother with a nurse who ultimately rejected him, resulting in his hospital admission. They never send text reminders, show no willingness to make things right, and appear completely indifferent to the harm they've caused to our physical and mental health. Their negligence is unforgivable. The surgery always seems deserted, yet they consistently struggle to provide appointments and continually redirect patients to Lister primary care. I strongly advise against seeking treatment here - your health and safety could be seriously compromised.

Frustrating booking system ruins healthcare experience

Booking an appointment here is a nightmare! The scheduling system is so frustrating - if they don't allow advance bookings, why are there only a handful of slots on the day that vanish instantly within a quarter-hour of the practice opening?

Great service and quick medical support

This medical practice stands out as the top primary care provider I've encountered. By visiting reception early in the morning, I can typically secure a consultation on the same day. During weekdays, prescription refills are efficiently handled and typically completed within 24 hours.

Terrible service and completely unhelpful staff

The front desk staff are completely incompetent and clearly unsuited to their job. They lack basic knowledge of standard protocols and seem to have no regard for customers' time, resulting in a frustratingly inefficient experience.

Terrible healthcare experience avoid this gp practice

Completely ineffective as a medical practice. Booking appointments is impossible, and on the rare occasion you secure one, the doctor simply searches online for answers. I'm perfectly capable of reading medical information myself. Every interaction becomes a struggle, and receiving proper healthcare seems improbable. I strongly recommend finding an alternative GP practice. This location was significantly more competent before the pandemic, but has since deteriorated dramatically. Zero recommendation.

Quick and convenient medical scheduling app

Consistently able to schedule a medical consultation within 24 hours through the convenient dr iq application. Much appreciation for the service.

Compassionate doctor who truly listens and cares

Dr. Smith is absolutely phenomenal - I couldn't ask for a more compassionate healthcare provider. Their genuine concern for patient well-being truly sets them apart from other physicians I've encountered!

Frustrating healthcare experience with endless waiting

Extremely disappointing customer service. Regardless of the time you contact them, they consistently suggest calling at 8am for scheduling, but when you follow their advice, you're left waiting endlessly with no response. It appears that patient care is completely disregarded.

Pamela charles saved the day for my daughter

Pamela Charles is truly exceptional! She swiftly resolved my daughter's asthma medication issues in just 10 minutes. Absolutely remarkable, and she deserves recognition for her outstanding commitment and compassionate patient care. Grateful thanks to Pamela ❣️

Terrible healthcare service leaving patients in distress

The service here is absolutely abysmal. They completely neglect treating infections and leave patients hanging for nearly a year without proper care. There's zero follow-up on patient health, and no medication is prescribed for existing conditions. Booking appointments is practically impossible - you simply cannot get through no matter how early you call. Since their management change, the quality has nosedived dramatically. The staff are completely incompetent and seem totally clueless about their responsibilities. Vulnerable patients are being left entirely unattended, which is unacceptable. What used to be a great healthcare provider has now become utterly useless. I would rate them zero if I could. It's impossible to secure an appointment, and every attempt to do so results in complete failure. Their decline is shocking and deeply concerning.