Russell House Surgery

Complete waste of time Russel house surgery, They should amend their opening hours, on web site states 9am, but now they are opening from 8am,obviously you ring up and guess what no appointments are Available You need to Amend your website,

Don't open phone lines when they are meant to, when you do ring at 8 there are no appointments, I rang for my baby who was very poorly at Christmas to just take him to walk in centre baring in mind I'd have to travel on 2 different busses in the cold, then when I did manage to get him in as new cross said there was nothing wrong the doctor ended up calling an ambulance (she was amazing by the way) the main issue with that surgery are the receptionists they have an attitude of they don't care about that patient. A few years ago I kept ringing for an appointment for 5 weeks for my son's cough as they kept saying the doctor won't do nothing for a cough.. by the time I did get to see a doctor he had to be admitted into hospital as he was so poorly. All due down to the receptionist thinking she was the doctor and not letting us see an actual doctor to begin with.

This morning I rang at 08:00 to get the answer phone message. Redialed and connected to be told I was number 15 in the queue! Hung on for 15 minutes and I was number 1, the line went silent and cut out! Rang back and was 15th again. Eventually got through and surprise surprise there were no appointments. I asked how someone who worked Monday to Friday and couldn’t play the appointment lottery every day could get an appointment and was told to try a walk in centre. Well I’ve already tried that and got referred back to my GP. Asked to speak with the practise manager and got cut off 🤬. I understand the problem is not just happening at this practice but the way they allocate appointments does not work for anyone who has to work Monday to Friday. Think it’s time to move on

Been a patient here for over 20 years. It takes the patience of a saint to listen to their automated answer machine and then it takes for ever for your call to be answered (if you haven't lost the will to live by then) . They never have appointments available, this surgery is no longer fit for purpose. Thankfully I've moved surgeries and it's much better.

Trying to get an appointment is an embarrassment to the nhs. 60 seconds of automated rubbish, then to be told 'thank you for calling Russell house surgery, sorry we can't take your call right now'. 14 years at this surgery and can't see my doctor. RInging bang on 8am all the way up to 8.45, then I'm number 15 in the queue. Disgraceful service

If I could give no stars I would. They don't even put you in a queue at 8am, they put the phone down. Embarrassing. One would have though the service would have improved moving to the new hub, clearly not

I have been a patient with this Practice since the 1970s when they were situated on Birches Road at that time. Over the years I have seen many doctors come and go. Drs Williams, Johal and Jaspal are the very best. We are exceptionally lucky to have them. I can't praise them highly enough. At one time there were five full time and one part time doctors. The local population has grown substantially and they are trying to cope with three and assorted Nurses. Having to diagnose by 'phone has not been satisfactory or successful but that is not their fault. The system was imposed on all Practices by the NHS/Government but it is the GPs who get the abuse. The surgery has coped very well with the Covid jab organisation on top of everything else.

At one time there was an emergency walk in service on a Saturday morning for two hours which, as my boys were babies at the time, was reassuring and invaluable because when a baby is poorly on Friday evening it seems a long time until Monday and new or young mothers can feel a bit panicky or desperate.

Usually the receptionists are pretty good but there have been times when one of them 'talks down' and doesn't really listen to what the patient is saying.

Anyway, I know that if we lost the doctors we have we would be very lucky to find replacements as good or as approachable. I thank them for all they have done for me over the years.

It is absurd not to have in place like any other surgery possible on UK a waiting call list, every time I try to call the line is busy, yet when I got to be in the surgery personally no-one was ever talking the phone really, how is that? I am trying to get an appointment for couple of days now, I will most likely change this surgery to a serious one that respects themselves enough to take a waiting call list so at least you know ow when you call what number in line you are and can hold the line until you are talked to. And when thinking there's more practitioners there. Veri disappointed, I now appreciate better my former surgery but I moved and had to change it unfortunately. Would personally not recommend, especially if you have babies as I have .