Queens Road Surgery
136 Meeting House Lane, London, Greater London, SE15 2UAContact details and opening times
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Reviews
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Review titled Appalling Service and Complete Lack of Care
Rated 2 stars out of 5
by Anonymous - Posted on 16 January 2025
I am extremely disappointed with Queens Road Surgery. I tried to book an appointment through the Evergreen app, only to find that it wasn’t possible. I called the practice instead and waited on hold for over an hour, only to be offered the next available appointment on Monday. Today is Thursday. This is appalling. I am currently in pain, suffering from a sore throat, hoarseness, and difficulty eating. I have tonsillitis regularly and only need a prescription for antibiotics to resolve the issue, yet I was told to wait days for an appointment. The surgery is close to my home, but now I am forced to go all the way to A&E, taking up space meant for real emergencies. This level of care is unacceptable. I feel like I’m being treated as an inferior human being every time I deal with this surgery. I’m now actively looking for another GP practice. Avoid Queens Road Surgery if you value your health and time.
Visited January 2025
Queens Road Surgery has not yet replied.
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Review titled Great practice & lovely staff
Rated 5 stars out of 5
by Rhea - Posted on 10 January 2025
The service provide by queens road is 10/10, I’m treated accordingly and with respect and dignity. They help me medically Especially the receptionist and nurses.
Visited January 2025
Queens Road Surgery has not yet replied.
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Review titled Appalling
by Anonymous - Posted on 22 November 2024
Firstly, it is impossible to get in touch with the surgery. I have tried by phone and spent hours and days doing so, to no avail. This is not the first time this has happened. It’s a reoccurring theme. Over the past 3 years I have only managed to see overflow doctors at the Tessa Jowell Centre. Queens road surgery always looks empty compared to the Tessa Jowell centre whenever I drop in. Tuesday, when I was there, another gentleman was complaining that he had spent months trying to get an appointment and was being told there weren't any. All I could see was a big empty practice. I have no idea who my doctor is at Queens Road. I haven’t been able to see one there in ages. I have been on the phone now again for more than half an hour this morning to ask about test results. I am listening to a recording that continually tells me I am 5th in the queue. It’s now clocking up to a hour on the phone and still the same recording. The other day I tried to get an appointment after trying for hours and was finally referred to the Tessa Jowell centre, where I was promptly and courteously seen to. I then had to return to Queens Road to pick up a blood test form to take back to Tessa Jowell or to Kings for a drop in blood test. To my great delight and surprise they were able to take my blood then and there. Mistake! I am back now into their appalling system where they say I have to get in touch and make an appointment with a clinician to go through the results. And here I am again, second day running, trying to get in touch. I am still number 5 in the queue and been on the phone over an hour now and about to give up again. Whatever the problem is, it’s been going on for years. I have come to the end of my tether. I wish to change my practice.
Visited November 2024
Review titled Queens Road Surgery
Replied on 03 January 2025
Dear Patient, Thank you for sharing your feedback, and we’re truly sorry to hear about the ongoing issues you’ve experienced with accessing our services. We understand how frustrating it must be, and we sincerely apologise for the repeated difficulties you’ve faced, both with reaching us by phone and with the appointment system. This is not the level of service we aim to provide. We would appreciate the opportunity to discuss your concerns further and work towards resolving these issues. Could you please contact us directly at souccg.qrs@nhs.net or call 020 7639 1133 and ask to speak to Lauren, Practice Manager? We would be happy to investigate your case and explore how we can improve your experience. Additionally, from 11 December, you are able to access our services via the new Dr.iQ app, powered by Evergreen Life. Once your request is submitted, it will be triaged by a GP, who will appropriately arrange an appointment with the most suitable clinician based on your needs, whether that be a GP, pharmacist, physician associate, or other healthcare professional in the practice. In some cases, you may also be referred to alternative services such as Pharmacy First, a Mental Health Practitioner, or a First Contact Physiotherapist, depending on the nature of your request. Thank you for your patience, and we look forward to the opportunity to address your concerns and provide you with the support you need. Kind Regards, Justyna Lisiecka Interim Deputy Regional Manager
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2024
I have been with the practice for 25 years; unfortunately it has terribly deteriorated. Impossible to see my GP and nigh to impossible to book an appointment. The reception seems to decide whether your ailment is worthy to be put on notes. I was asked 5x to call the next day for my GP and then was told he doesn't make appointments (even for a call to follow up hospital results) and I should call a 8am for any doctor for the same day. One could actually die waiting for an appointment. How they got my phone numbers wrong (which hadn't changed in 25 years) is also one of those mysteries. The practice is now very shabby. Flyers from years ago on doctors' tables. So many fliers in the waiting room that are old and unnecessary. Buntings, etc. and at one stage you couldn't even see who you were talking to behind the reception desk. I wonder when the windows were last cleaned. There' a lot of room for improvement; especially at the reception which is unhelpful and some are badly trained.
Visited November 2024
Review titled Queens Road Surgery
Replied on 03 January 2025
Dear Patient, Thank you for sharing your feedback. We are sorry to hear about your experience and the challenges you’ve faced. We would like to assure you that routine appointments for follow-ups, such as hospital results, are available, and we will investigate why this was not offered to you. When calling for an appointment at 8am, you will be placed on the triage list in the same way as if you submit an online consultation via the Dr.iQ app, powered by Evergreen Life, which is now available again as of 11 December. We encourage you to use the app for easier access to appointments, prescriptions, and medical advice. Additionally, we are in the process of updating all our information displays to ensure relevant and correct information is available for our patients. We would like to discuss your concerns further to better address them. Please contact Lauren, our Practice Manager, at souccg.qrs@nhs.net or on 020 7639 1133. Thank you for bringing this to our attention—we are committed to making improvements. Kind Regards, Justyna Lisiecka Interim Deputy Regional Manager
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Review titled Need improving
Rated 3 stars out of 5
by Maggie - Posted on 04 October 2024
Can never get through to the surgery, been on the phone this morning about 6 times and it says that iam 8 in the queue and they will call me back when iam at the front and that was at 8.05 am and it's now 10.15 am. I can never get a appointment, they send me a text telling me to make a appointment and when I call they say that there's no appointments in for the coming weeks . Absolutely disgraceful.
Visited October 2024
Queens Road Surgery has not yet replied.
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Review titled Disappointed.
Rated 3 stars out of 5
by Margaret Findlay - Posted on 30 October 2024
Been trying to call surgery all week and it's says that they will call me back when at front of the queue, but never do, dr iq hasn't been working for over a month now which is absolutely disdisgraceful, can never ever get a appointment.
Visited October 2024
Queens Road Surgery has not yet replied.
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Review titled Poor care and service
Rated 1 star out of 5
by Anonymous - Posted on 16 October 2024
I had an assessment in August, which was quick and timely—thank you for that. Following the assessment, I had a blood test and was referred for an endoscopy under the 2 weeks wait pathway. My blood test showed some abnormalities, and I received a text message instructing me to book a telephone appointment to discuss the results. Since then, I have been trying to secure an appointment but have been unsuccessful despite numerous attempts. After my endoscopy, the hospital prescribed me medication for a four-week course, but only two weeks were provided initially. I tried to request the remaining two weeks of medication via the Dr. Iq app on two occasions (both requests were rejected). I was advised to send the discharge letter from the hospital to an email address, but the address provided was incorrect. I later found the correct email on the surgery’s web and sent the letter with urgency, but I have not received a response from the team. Fortunately, I discovered that the medication could be purchased over the counter, and I was able to obtain it from my local pharmacy. However, I am still unable to secure an appointment, which has been a frustrating experience. I find this level of service to be disappointing and unacceptable. While the initial assessment was prompt, the difficulty in obtaining follow-up care and prescriptions has been a significant issue.
Visited September 2024
Review titled Queens Road Surgery
Replied on 21 October 2024
Dear Patient, Thank you for sharing your feedback. We sincerely apologise for the inconvenience you experienced in scheduling an appointment following your test results and obtaining medication after your hospital procedure. Our goal is to provide a high standard of care to all our patients, and we are truly sorry if we have not met your expectations. We encourage you to reach out to us directly via our main email address: souccg.qrs@nhs.net We are committed to addressing your concerns promptly and assisting you in arranging an appointment as soon as possible. Kind regards, Dominika Silva Regional Manager
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Review titled Best I've found
by Will - Posted on 28 August 2024
Not normally one to review things but this place is great. When I first signed up I had to see a GP 2-4 times a month and they were the best and most helpful doctor I've ever had. She sadly moved practices so since then I've seen various doctors including locums and they have all been really good. Much better than anywhere else I've been registered. They haven't been able to cure all my issues but they aren't the kind of health issues with quick easy solutions. All the GPs I've seen have been patient, often allowing extended appointments, they have been accomodating of my needs and made sure to follow up. At one point I had some problems with reception/admin/accessibility issues: the person on the desk was very apologetic and took the time to discuss options and made sure the problem never happens again. I understand the app isn't for everyone but I love being able to organise appointments and get prescriptions without having to call or pop in. And I like that touch screen check in thats easy and means there's rarely a long wait when it is necessary to talk to reception. Sometimes things can be frustrating and there are some long waits occasionally but I feel that these are wider NHS issues. Compared to other practices I've been to this place is amazing. No 3 hours on hold 4 mornigs in a row just to speak to someone. No 20 people queues out the door for reception. The staff are obviously working hard at very stressful jobs but haven't lost their empathy and compassion which is not the case everywhere. So yeah, they aren't miracle workers, they haven't cured me but they have made dealing with serious health issues as easy as possible and I'm grateful. In a previous area I never went to the GP because it was such a slow, stressful and sometimes degrading and demoralising experience that it was better to struggle through or go to A&E but queens road surgery have been great every time I've dealt with them. Not saying others are wrong, their experiences are valid and worth reading more reviews but I thought it worthwhile to put a positive one on here because this place has been the best doctors surgery I've dealt with and despite all the problems with the NHS they at least try hard to make it as quick, easy and caring as possible.
Visited August 2024
Queens Road Surgery has not yet replied.
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Review titled Indeed Poor
Rated 1 star out of 5
by Anonymous - Posted on 25 July 2024
After reading on here you can request appointments booked in advance at any time of the day and no need to call at 8am according to the Practice Manager, I phoned the surgery today to do just that and was told I couldn't make any appointments in advance until after 2nd August and to phone at 8am in the morning. Go figure.
Visited July 2024
Queens Road Surgery has not yet replied.
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Review titled The worst practice I've ever encountered
Rated 1 star out of 5
by Chambers - Posted on 31 May 2024
They did not do their due diligence. They were Unprofessional and had no compassion for me. Most employers were rude and had no time for me.
Visited May 2024
Review titled Queens Road Surgery
Replied on 25 June 2024
Dear Chambers, I am very sorry to hear that you have had a bad experience with Queens Road Surgery. We always try to offer the best possible care to all of our patients. I would be grateful if you could provide me with more details regarding your experience on SOUCCG.QRS@nhs.net so that we can work towards providing the best service for all of our patients. Kind Regards, Dean Nagle Practice Manager