Red House Surgery

Absolute disgrace of a surgery practice. Complete lack of professionalism from doctors to administrative staff. Time after time my family have been let down. The lack of understanding towards women and the personal issues they may face is quite frankly disgusting and this from female doctors.The rude attitude and persistent lack of compassion is frightening.As doctors you are in a very privileged position with the power and knowledge to make a monumental difference to someone who is ill mentally or physically however this is clearly not the agenda here. Most worrying of all is that this is not a new situation this has been going on for years.

12. 20HRS

AUGUST 26, 2022 - I have spent the last hour and twenty minutes, being sent from Gateway Surgery to Crown Pharmacy. From Crown Pharmacy to Gateway Surgery and back again.

I inquired about the status of a renewed prescription with the FIRST receptionist. Who informed me that this had been delivered to Crown Pharmacy. I asked at Crown Pharmacy only to be told that they had no such prescription. I returned to the reception staff at Gateway and made the same inquiry. I was given a slip, with numbers & letters. Presumably a copy of the prescription details. I took this to Crown Pharmacy. Only to be informed that this was in fact for a separate prescription, and I should return to Gateway and explain the situation.

On my return to Gateway, I spoke to the receptionist sitting directly opposite the 1st receptionist. She informed me that the prescription had in fact NOT been sent through to the pharmacist at all, and that the GP was now "on lunch" and I should return at 3.30pm.

I believe I have been nothing but polite, but the lack of knowledge and basic patient care, displayed by the reception staff at Gateway, is Shocking, to say the very least.

I would like to say that this has been an isolated incident, but that would be a Blatant lie!

I have had months of mistakes, mis-communication, mis-understandings, mis-laid prescriptions from the staff. The list goes on.

15.30HRS - The “story” continues.

After being told that my GP (temporary, whilst my fabulous GP is away) is on lunch and will address the matter on their return, and that I could collect a prescription at 3.30pm. I have called the surgery (Gateway) and have now been told that the prescription is now guaranteed, at Crown Pharmacy.

So, I have called Crown Pharmacy. Nope. Unable to find it. I have agreed to try again in an hour

16.40HRS – I have called and spoke to the same receptionist that I have spoken to THREE TIMES on the TELEPHONE and TWICE IN PERSON. The same receptionist that told me this morning:

a.“it’s been sent to Crown Pharmacy”
b.“It’s been re-sent to Crown Pharmacy, and you can now pick it up”
c.“It never made it to Crown Pharmacy, at all”!

I have several “issues” which have led me to have to use opioids as a measure of pain relief, and what the continued incompetence of the staff, receptionists as Gateway Surgery is doing to me cannot be put into words, without the use of disgraceful expletives.

I would not feel comfortable leaving those individuals in charge of a light-switch, for fear of the harm they may cause themselves and others.

PLEASE ADDRESS THIS! If not for my sake. For the sake of the numerous elderly people in this community! I can always jump under a train. They don’t have the cartilages.!

Too many patients, not enough medical staff to serve them. Exacerbated by the most incredibly rude reception staff.
The Red House were once a great community practice, unfortunately those days are well and truly over. Avoid if at all possible.

I think this is an outstanding surgery. Got two same day appointments, dealt with warmly, sympathetically and efficiently from first contact onwards. Nothing but good things to day about Red House.

What has happened to Red House? The staff are so rude and unhelpful. When we eventually got an appointment for our daughter's injections it got cancelled on the day and we now have to wait weeks for another appointment. It should not be this difficult. Would give zero stars if I could

My family and I have been registered at this GP practice for over 4 years. Every time I've called, I've got through to someone within a few minutes, and generally found staff (receptionists, doctors etc) to be very friendly and helpful.

As an example, I called in late December 2022 with a non-urgent issue and was offered an appointment within the next hour with a practitioner nurse which was fantastic. Generally if I request a non-urgent GP appointment I'm offered one within two weeks.

There appear to be many negative reviews, but worth bearing in mind that many of the patients have great experiences.

The Gateway branch is for second class patients as The wealthy of Radlett are given priority in every respect. Gateway patients are made to travel Radlett to drop off samples, get a blood test - although one is dissuaded from doing so, being told that there aren't any appointments and there sent to St Albans or Watford Gen. Why a phebotonist cannot be put is a local taxi to come to Gateway Surgery beggars belief. Everything revolves around Radlett. We are informed that there is no minor ops service - just getting the doctor who is qualified to carry out minor surgery - a splinter that has migrated into a finger - is impossible despite all the self-promotion on their website. Oh,by the way, the newer phlebotonist is incapable of taking blood as she has injured my arm twice by driving the needle right through a vein. This is over a two year period, as at other times I have had yo go to Watford and St Albans, which I do now in any case.

Getting the whole lot off my chest here. Yes, saw Dr Bagg once. What a rude man! The receptionists seem to have improved as there was one who was always off-hand and rude. Has she gone?!

Finally, the emergency appt. system. It makes no sense to anyone with any sense, to make a patient phone back again in the afternoon if the morning emergency slots are full by 8.30am. Do they think patients will have recovered by 2.30pm, hope they've gone to A & E or died!?

Myself and my family have been registered with the Red House Surgery (for over 20 years). On the whole most of the staff are extremely professional, courteous and committed to their work which in itself deserves 5 out of 5 in this review.

However, the reason why I gave 1 out of 5 is because there is one female reception member of staff at the Surgery, who is rude discourteous and completely unprofessional and it’s an unlucky lottery if she picks up the phone when you call & unfortunately I spoke to her today. As reception staff are frontline to initially deal with the patient and their families, it’s pretty obvious to point out how important their work is. I am certain the overall average ‘poor’ reviews of The Red House will dramatically improve if they retrained the lady member of staff I mentioned.