Red House Surgery
96 Chesterton Road, Cambridge, Cambridgeshire, CB4 1ERContact details and opening times
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Reviews
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Review titled Very poor service, impossible to contact.
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2022
The service at the Red House is going increasingly and rapidly downhill. There is rarely anyone at reception and the most recent online form that I sent wasn't answered. It is almost impossible to arrange an in person visit and the GPs seem keen to fob you off with painkillers rather than talk about ways to support you with any conditions. It took me months of emailing and phone appointments to be prescribed HRT and I am now struggling to get the repeat prescsriptions as they didn't answer the online form. The nearest chemist is also very poor with long queues and waits for the medication when it is eventually prescribed. We are going to change surgery because I think the lack of care is actually dangerous.
Visited October 2022
Review titled Red House Surgery
Replied on 07 December 2022
Dear Patient, Thank you for your feedback. We are very sorry to hear about your experience at the surgery and the difficulty you have had with communication. The reception team are very busy dealing with incoming telephone calls, and due to staff shortages we did have to close the front desk for a time in order to prioritise answering telephone calls from patients. The reception desk is open again and it is now possible for anyone who comes into the surgery to speak to a receptionist face-to-face. Like many GP surgeries, we introduced the online form to help manage the pressure on the phone lines, and to give patients an alternative way to contact the surgery. This works well for many people, but for those who prefer to speak to a receptionist the telephone lines are always open 8.30am to 6pm. A doctor views all the online contacts and offers appointments based on clinical urgency, which we feel is safer for patient care than all the same day appointments being booked by the first people who get through on the phone in the morning. Many problems can be dealt with very effectively on the telephone, or by video call, however if a doctor feels that a patient needs to be seen in person, this will be arranged. Please do contact us again to discuss your concerns regarding the problems you have identified with your medical care, as it is important for us to be able to address these issues constructively and identify any changes that need to be made to improve our practice appropriately. Thank you, Hilary Allen Quality Assurance Manager cpicb.redhousesurgery@nhs.net
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Review titled Efficient response
Rated 3 stars out of 5
by Anonymous - Posted on 13 October 2022
I filled in online form today at 8.30 am, to reluctantly get a ‘fit’ note after boring week off work with painful annoying Upper Resp Tract Infection. Details given in of symptoms, timings, expectations. Had a text from surgery mid morning to say doctor would ring me in 5 minutes, and they did. I like this system - gives you a chance to prepare, get your notes, sit somewhere quiet etc. Thankyou. Spoke to doctor and they sent me fitnote via text a couple of minutes later. V efficient. I was a little flattened when doctor starts conversation with ‘So you’ve got what I had last week and what we’ve all been getting?’ - implying, ‘Buck yourself up’, which I didn’t appreciate!! I actually find it humiliating to have to ask for a note, just as I do having to call in sick every day for a week. I’m not a fraud, just ill, so a little more sympathy would have gone down nicely!!
Visited October 2022
Review titled Red House Surgery
Replied on 08 May 2024
Thank you for your feedback, it is greatly appreciated. I am pleased to hear you had a positive experience with our online booking system. This is the standard of care we aim to achieve for all our patients. I am sorry that you felt that the doctor was not sympathetic, if you would like to discuss this further please email redhousesurgery@nhs.net
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Review titled Gone from an OK practice to very poor
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2022
Access to staff and care is very difficult. There are no in-person receptionists with everything having to happen through a phone lottery or online booking system. This is unreliable and even gets completely closed down for days. I am sure the people are trying their best but the system has almost completely collapsed and the practice is seriously failing its patients. When does the NHS intervene?
Visited September 2022
Review titled Red House Surgery
Replied on 07 December 2022
Dear Patient, We are very sorry to hear that you are so unhappy with the service you have received from the Red House Surgery. Receptionists are available to speak to at all times on the telephone, and although the front desk did have to be closed for a time due to staff shortages, it is open again now and staffed by a receptionist who can help you face-to-face. The online contact form was introduced to give patients an alternative way to contact the surgery and the form is available every weekday morning from 8am, as it has been since March 2022. Many people find the online form helpful as they can send a detailed message to the doctor, explaining their problem in their own words. All forms are read by the duty doctor who will respond based on clinical urgency. Patients who need to be seen or spoken to on the same day for a medically urgent problem will be given a ‘same day’ appointment; for routine problems a patient will be contacted later, either by the GP or a receptionist acting on the GP’s instructions. Our doctors consult with very many patients every day, both in person and on the telephone, and the demand for appointments is high. We have continued to work at capacity throughout the pandemic, and whilst we are satisfied that we are providing an excellent service to our patients, we know that there is always room for improvement, so we take feedback seriously and would be very happy to discuss your concerns with you in more detail. Please do contact me via cpicb.redhousesurgery@nhs.net or telephone the surgery and ask to speak to me directly. Hilary Allen Quality Assurance Manager