Royal Crescent Surgery

The surgery is very welcoming. Appointments are generally available within the week unless you want to see a particular doctor at a particular time, then waits can be slightly longer. Reception staff are lovely and go out of their way to help. Doctors actually listen and aren't sat poised over a prescription pad with the clock ticking. Staff such as nurses and other health care professionals have all been friendly to my children and I. Health care as it should be! Would highly recommend the surgery.

Trying to get an appointment is nearly impossible, trying to get an appointment while working night shifts is impossible, There are never any appointments on their online system and having to phone in mornings to get one is highly inconvenient as I should be asleep not on phone trying to book an appointment
Is hard to see the same Dr so keep getting passed around like some piece of meat, My last appointment, I got a text asking me to book an appointment, I turn up and Dr is like "How can I help you" I'm like I am not sure as ai got a couple of ongoing issues, I said that I got asked to come in. Turns out it was just to tell me I needed a blood test, I'm like surely you could have just written to me to tell me this, why did I have to wait 3 weeks for this appointment to be told this!? The Dr was a stand in Doctor and she agreed was ridiculous that I was asked to attend.
The Dr was really nice and is a shame that I couldn't have her as my regular Doctor.

I attended St Luke’s church hall for my flu vaccination last Saturday.
I was so impressed at how well organised it was, from the ladies at the gate and door to the several people giving flu vaccinations around the room.
It was slick, very well organised, and everyone I met was cheerful and helpful. Most of all it was Covid safe.
Well done Royal Crescent surgery and thank you.

Receptionist couldn’t hear me at first so instead of putting the phone down the receptionist told me she would call me back. The receptionist was kind and supportive!

First problem I had was a few years ago when I was verbally bullied by two nurses while having a deep muscle injection because they had misunderstood something I had said. I had thought the surgery to be excellent to that point. One of the nurses involved had been responsible for my monthly injection and had repeatedly ignored my instructions, which were medication specific provided by the specialist and the manufacturer, to perform the injection slowly to avoid extreme pain in my muscle. She had repeatedly ignored me and dismissed what I had asked her politely to do many times. This resulted in a complaint which was upheld with their staff being retrained on the process. This had come late having causing me pain and injury many times over an extended period.
Over the last 12 weeks I have experienced massive issues with the reception staff and pharmacist as they have repeatedly caused interruption and massive inconvenience to my ongoing treatment again. Only yesterday I was cost £150 loss in wages for the day as that was the only appointment I could get, only to turn up to the surgery to again find that my medication was not there waiting to be injected in me. This was after I had spent time making numerous calls to the surgery to avoid this situation over the last three days and been told it would not be an issue. Justifiably upset, I went to reception and asked for a private room to discuss the issue which was ignored. The receptionist then while trying to resolve the issue herself which she was not qualified to do, repeatedly interrupted me, kept leaving the conversation and returning with her limited understanding of things to tell me things that were simply untrue about the situation. She repeatedly refused to allow me the privacy preferring to discuss my private medical details in front of an entire clinic. The repeated interruption while I was attempting to explain the weeks events was maddening especially since this was in front of everybody. I walked away from her saying I did not wish to speak to her yet she pursued me again and again only making things worse. I have now been on the phone to my doctor with me being made out to be some bully with no consideration for why I was upset or the surgery’s failings and behaviour towards me. Still no answer either as to how I am supposed to receive my medication with more concern about me raising my voice in the surgery while pursued by an individual who while seeing I was upset continued to make things worse.
The surgery had screwed up my appointment and meds only 4 weeks ago in almost the same fashion which I had complained about to the surgery manager. Clearly they feel that my feelings, money, health and right to privacy come last and they are happy to protect staff who have little or no consideration for the fact that they are dealing with sick people who have serious health issues. Another case of feelings come first and little or no accountability.

If it was possible to give zero stars, I would. This is the worst service my partner or I have ever experienced. We are furious with the service of the reception and also the doctors here. My partner contacted the surgery two months ago about her issue (not life threatening but still very much worthy of a consultation). She got given a phone consultation for a week later when they rang once but she missed it - they most likely let it ring for a couple of seconds as she didn’t hear it even though on loud, then the same thing happened on the rearranged call which was supposed to be in the morning but came after midday. They then said someone would call her back and no one did, so she called to rearrange for today. No call, but an email to say she should ring in to arrange an appointment for a blood test. This is two months and hasn’t seen or even spoken to a doctor. We’ve just rung up, after being on hold for 10 mins and the receptionist hung up on her after a second. Then on second attempt the call was cancelled. If this was me in my job working at this level of incompetence I’d have been struck off.

A physician putting the phone down three times on a family member is unacceptable. People shouldn't be treated in this way when suffering and desperately seeking help. I have lost faith in this surgery which I have used for over 45 years.

Trying to get through on the phone to this place is just impossible 2 hours with nothing but a busy dial tone only to then eventually get through and to be put on hold for over 20 minutes granted it is a busy time of year and they are really helpful but I'm that frustrated that even after using this place for over 40 years I'm looking to change my local doctors