Royal Crescent Surgery

Terrible customer service ruins potential good experience

The customer service at this establishment is seriously lacking, with certain employees displaying an unacceptable attitude, particularly those working the front desk. Steer clear of this place.

Terrible service nearly cost me my life

Having recently relocated to gl51 3BE, I was recommended to visit Royal Cresent Surgery. In hindsight, I should have researched their ratings, but I trusted the advice given. I was suffering severely from renal colic, a long-standing medical issue, and had previously undergone renal corrective surgery. After multiple attempts to secure an appointment, I was offered a slot 6 months down the line. Being told this was the only option, I accepted. On the day of the appointment, early in the morning, I had to cancel due to intense kidney pain. My cancellation was complicated by limited financial resources and lack of support, making transportation difficult. My vision was deteriorating, and I used my last funds to take a taxi to the opticians, as I couldn't cycle due to my health issues. At the opticians, I received an urgent letter for the GP surgery, highlighting an emergency with excessive blood behind my eyes. Upon arriving at the surgery and presenting the note, the receptionist repeatedly glanced between the letter and her watch before smugly announcing they were closed and no further assistance was possible. Shocked and feeling my life was at risk, I left and went to A&E Cheltenham. Initially told it was a minor injury, I insisted on the urgency. A nurse suggested an eye department appointment for the following morning. After that visit, I received a call from the GP surgery offering an appointment in late December, citing my previous cancellation. Despite explaining my critical condition and inability to travel, I was coldly told no alternative options existed. Within minutes of this call, I suffered a severe stroke and clinically died in front of my son, who had called an ambulance. My healthcare journey was ultimately determined by professionals who failed to recognize an emergency and denied me proper care. I survived, but my life has been irreparably altered. I share my experience as a warning: do not blindly trust healthcare providers. Be proactive, advocate for yourself, and understand that professional qualifications do not guarantee compassionate treatment. The system judged me unworthy based on my circumstances, stripping away my fundamental right to appropriate medical care. This experience reveals a dangerous disconnect between medical expertise and genuine patient support.

Terrible service left me frustrated and without help

Sought medical assistance and requested a consultation to address my health concerns, but received no appointment and was merely redirected to an unresponsive external organization. The healthcare system is completely disorganized, and I'm definitely switching medical practices due to this terrible experience.

Friendly staff and modern facility at wilson place

The surgical facility at Wilson place represents a significant upgrade compared to the previous location on royal crescent, and I received exceptional care during my visit.

Responsive and caring customer support team

Swift and exceptional customer support Incredible staff - I felt genuinely heard and they took precisely the right steps to address my concerns

Exceptional care and warm medical team

Exceptional medical professionals and welcoming personnel.

Terrible customer service at royal crescent clinic

Royal Crescent at Wilson desperately requires improvement in their customer service approach. I reached out seeking assistance and an appointment for a respiratory concern, but the staff member was incredibly indifferent and unaccommodating. She casually suggested I consult my pharmacy instead of offering meaningful support. When I requested an appointment, I was informed the earliest slot was in September, which is absolutely unacceptable given the urgency of a breathing problem. There was zero empathy, no attempt to provide comfort, and a complete lack of personalized care. My recommendation is to completely overhaul their current staff. This was an absolutely dreadful interaction that left me feeling abandoned and anxious. I'm experiencing significant breathing difficulties and feeling extremely worried, yet received no help whatsoever. I'll now turn to my pharmacy in hopes of finding the guidance and support this medical facility failed to provide.

Terrible service and uncaring medical practice nightmare

The surgery is shockingly unprofessional and disrespectful. While the doctors aren't terrible in person, accessing them is a nightmarish ordeal. Since relocating to Wilson, it's become an exercise in pure frustration. During one call, I was queue number 2 and waited 48 minutes, only to be interrogated by a dismissive receptionist who forced me to practically grovel for a doctor's attention. When a physician finally returned my call hours later, I was working and missed it, forcing me to restart the entire exhausting process as caller number 18. I strategically called during a work break, only to be told a GP would contact me 'whenever'. The eventual consultation was painfully awkward - the doctor was cold, creating uncomfortable silences and mechanically repeating questions I'd already answered. They arbitrarily prescribed antibiotics, which suspiciously suggests financial incentives for prescriptions. The practice treats patients like inconvenient nuisances. What used to be a simple 10-minute appointment booking now feels like navigating a bureaucratic maze. They've repeatedly bungled my repeat prescriptions, with medications marked as sent but never reaching the pharmacy. Attempts to contact management are futile - messages go unanswered, and key staff are perpetually unavailable. Despite a fancy new facility, they appear more focused on profit margins than patient care. In our challenging post-COVID world, they've forgotten healthcare's fundamental purpose. They seem to view patients as cash sources, not humans needing medical support. Their disregard for the Hippocratic Oath is alarming, potentially endangering patient health. These so-called professionals have lost all sense of medical ethics.

Worst medical experience in my entire life

This GP practice is absolutely abysmal. I endured a staggering 7-week wait for an appointment, with my health concern dismissed as non-urgent. Subsequently, I was instructed to undergo blood tests, but no appointments were available for another 3 weeks. Following that, I faced an additional 4-week delay for a follow-up consultation to review my test results. Frustrated, I sought help from a private GP, only to find they were unable to proceed without the blood work findings. The test results were conspicuously absent from the NHS app, and I wasted 1.5 hours attempting to reach someone on the results line, to no avail. As a medical professional working within the NHS, I am acutely aware of the system's strain, but this particular surgery falls far below any acceptable standard and is nothing short of a complete embarrassment.

Worst healthcare experience ever shocking medical neglect

Extremely disappointing. Negligent, indolent, discourteous, heartless, unprofessional, callous, inept physicians. Specifically Dr Williams and Dr Hazeler. Completely unacceptable, unhelpful conduct and degrading remarks. Patient-centered care??? More like patient-centered mistreatment. Absolutely disgraceful. Embarrassing. I cannot comprehend how these Cheltenham medical practices, including this one, receive 'good' CQC ratings? They are evidently concealing and blocking legitimate complaints. Having resided across numerous regions of the United Kingdom, the general practitioners in Cheltenham represent the most substandard medical professionals I have ever encountered, and they have directly contributed to the severe decline in my health, which has now reached a critical stage, causing me immense emotional distress, profound upset, and desperate acute medical episodes.

Terrible customer service from unprofessional medical staff

I recently experienced a frustrating interaction prior to my scheduled blood test. The physician who contacted me seemed irritated that I had arranged the test without prior medical consultation. Despite being assured that everything was okay, I felt a distinct lack of genuine concern from the medical staff. The representative called me just half an hour before the test, interrogating me about my reasons for the blood work and then mockingly laughing, which made me feel completely belittled. Their approach struck me as thoroughly unprofessional and incredibly disrespectful!

Terrible medical care and missed endometriosis diagnosis

I've been a patient at this practice for 5 years, and I truly can't comprehend why I've stayed. The initial GP (female) completely dismissed my severe period pain, gaslighting me about my symptoms. It later emerged that I have stage 4 endometriosis, which she had insisted was "unlikely" despite my issues dating back to age 13. She even claimed she had only ever referred one other suspected endo case three years prior. This is unacceptable, especially considering the condition affects 1 in 10 women and is recognized as one of the most painful. I initially gave them the benefit of the doubt during COVID, understanding the challenges with appointments and care quality. However, more recently, I've experienced multiple medical errors: misdiagnosis, incorrect medication and advice, and medications I had to pay for twice due to their lack of a refund policy. Additionally, they've repeatedly called me by the wrong name and, most alarmingly, contacted me about "urgent" blood test results when I haven't had a blood test in over six months - potentially indicating mixed-up patient records. I'm certain my complaints have been systematically ignored. Despite promises of callback from senior administrative staff, no one except the GP has acknowledged my concerns. Following his advice, I now communicate exclusively with him. The reception staff, while claiming they aren't clinically trained, have repeatedly interfered, causing significant stress and anxiety during my illness. My advice to potential patients: document everything during your appointment, as I've discovered verbal agreements mysteriously change when typed up, seemingly due to poor listening and inattention. The one positive: their new Wilson building is quite nice.

Exceptional care and compassionate medical professionals

I've been a patient at this medical practice for an extended period. The physicians are exceptional, and the nursing staff consistently demonstrates warmth, support, and expertise. During my recent minor procedure, the nurse and Dr. Kurlbaum were outstanding. They were welcoming and provided clear explanations throughout the entire process. I'm thoroughly satisfied with both the results and the overall care I received. My sincere appreciation to the team! 😊

Exceptional healthcare with compassionate and caring doctors

Having relocated from Cheltenham to be nearer our relatives, we deeply lament leaving Royal Crescent Surgery behind. Throughout our experience, every staff member at the practice demonstrated exceptional professionalism, politeness, and genuine compassion. I want to specifically highlight Dr Jonathan Williams, who was remarkably empathetic, meticulous, and supportive during my recent medical care.

Compassionate care that truly makes a difference

I consistently appreciate the exceptional care and genuine compassion demonstrated by the doctors and personnel at this practice. My gratitude runs deep.

Terrible medical care with repeated staff incompetence

A few years back, I encountered my first issue when two nurses verbally bullied me during a deep muscle injection due to a misunderstanding. Up to that point, I had considered the surgery excellent. One nurse, responsible for my monthly injection, consistently disregarded my specialist and manufacturer-recommended instructions to administer the injection slowly to prevent extreme muscle pain. Despite my polite repeated requests, she ignored me. This led to a complaint that was upheld, resulting in staff retraining, but only after I had endured significant pain and injury over an extended period. In the past 12 weeks, I've experienced substantial problems with the reception staff and pharmacist, who have repeatedly caused significant disruption to my ongoing treatment. Just yesterday, I lost £150 in wages for an appointment that was the only available slot, only to arrive and find my medication was not prepared for injection. This occurred despite multiple calls to the surgery over three days, where I was assured there would be no issues. Understandably frustrated, I requested a private room to discuss the matter, which was completely ignored. The receptionist attempted to resolve the issue beyond her qualification, constantly interrupting me, leaving and returning with inaccurate information, and refusing to provide privacy, instead discussing my private medical details in front of the entire clinic. Her repeated interruptions while I tried explaining the week's events was infuriating, especially in such a public setting. I attempted to walk away, but she persistently pursued me, escalating the situation further. I've since spoken with my doctor, where I was portrayed as an aggressor, with no consideration for the reasons behind my distress or the surgery's own failings. I'm still without a solution for receiving my medication, with more concern seemingly placed on my raised voice during an incident where I was continuously provoked. This isn't the first time the surgery has mishandled my appointment and medications. Just four weeks ago, a similar situation occurred, which I had already reported to the surgery manager. It's clear they prioritize staff protection over patient care, showing little regard for patients' feelings, financial losses, health, and privacy. Another instance of misplaced priorities and complete lack of accountability.

Great service despite initial communication challenge

The front desk staff initially had trouble hearing me, but rather than ending the call, they reassured me they would reach out again. The receptionist demonstrated genuine helpfulness and a caring attitude!

Terrible service from a so-called medical professional

I arrived at the clinic today, exhausted and suffering from facial swelling on my left side. I acknowledge my potential rudeness, but I'm frustrated by the lack of basic medical care. How can you claim to be a general practitioner when you fail to provide essential medication to your registered patients? Today, I urgently needed antibiotics, yet the receptionist merely handed me a phone number. More like an ALMOST Practitioner 🤮🤮🤮🤮🦷🦷🦷🦷🦷🦷🦷🦷🦷

Frustrating and inefficient healthcare communication nightmare

I endured a week-long wait for a scheduled phone consultation, and when I accidentally missed the call, I immediately attempted to call back. However, I was informed that the doctor was now unavailable and would not be able to speak with me for an additional two weeks. While my medical concern isn't critical or emergency-related, the entire experience feels absurdly inconvenient for what should be a brief 2-minute conversation. The process has left me thoroughly dissatisfied.

Unprofessional doctor fails to provide compassionate care

A medical professional repeatedly hanging up on a relative is absolutely unacceptable. Individuals experiencing distress and urgently seeking assistance should not be handled so callously. My trust in this medical practice, which I have relied on for nearly half a century, has been completely eroded.