The Randolph Surgery
235A Elgin Avenue, London, Greater London, W9 1NHContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about The Randolph Surgery.
Reviews
-
Review titled Diagnosis transpired to be wrong twice from same GP
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2024
Sad to report that we have had to go for a second opinion twice on two separate ailments after going to Randolph surgery. Both times it transpired that the GP concerned (the same one) at Randolph Surgery was wrong on the initial diagnosis, yet she expressed that worrying diagnosis for a child as very likely or certain. This created a lot of unnecessary stress for the child and parents. It is hard not to conclude that there is a quality problem at the GP level aside from the awful administration and booking system that is widely known (see Google reviews).
Visited June 2024
Review titled The Randolph Surgery
Replied on 19 June 2024
Dear Patient, We are very sorry to hear about the issues you have mentioned in your review. Could we kindly ask that you contact us directly via our website using the following link (https://randolphgp.co.uk/about-us/comments-and-complaints/) so that we can investigate these issues for you? Alternatively, please call the practice and I would be happy to discuss your concerns. Please call the surgery on 02070527560 and ask for myself. All feedback is important, and we continually strive to improve and adapt our services. Many thanks, Mazen Complaints Lead
-
Review titled Improving Patient Outcomes
Rated 4 stars out of 5
by Laura Clarke - Posted on 24 May 2024
My sister and I met with a member of staff yesterday, with regards to care for our mother's health. This member of staff went out of his way to listen to us, sought our opinions about issues that were important to us, and sought solutions to improve communication for our mother after recognising the fact that the current IT system is not meeting her individual needs. This member of staff was professional, generous with his time, compassionate, and truly exemplary. It is a shame that I cannot publish his name publicly, so that he can get the recognition he deserves. This is the 3rd review I have written. I hope this one is published, but it falls short of the praise that this member of staff deserves.
Visited May 2024
Review titled The Randolph Surgery
Replied on 19 June 2024
Dear Laura, Thank you for your kind review and it was my pleasure to meet with you and your sister at the Randolph Surgery. I took away many points regarding our communication and IT systems from our meeting and we are now making some changes to our booking system which we will start to implement as soon as our staff members are brought up to speed on the new procedures. I will be in touch once that has happened to update you on our changes. On a personal level can I just say how much I enjoyed speaking with you both & I will strive to address all the issues we discussed. All the best, Mazen Complaints Lead
-
Review titled Terrible practice
Rated 1 star out of 5
by Sam - Posted on 30 May 2024
There are very much unreliable. You are the one who has to chase your results otherwise no one will call you. If you want to call them no one answers the phone ! There was dr I’m app which you suppose to book an appointment from there , many days it shows the appointments are completed so it doesn’t allow you to book . I am very disappointed with this clinic .
Visited April 2024
Review titled The Randolph Surgery
Replied on 19 June 2024
Dear Sam, We are very sorry to hear about the issues you have mentioned in your review. Could we kindly ask that you contact us directly via our website using the following link (https://randolphgp.co.uk/about-us/comments-and-complaints/) so that we can investigate these issues for you? Alternatively, please call the practice and I would be happy to discuss your concerns. Please call the surgery on 02070527560 and ask for myself. All feedback is important, and we continually strive to improve and adapt our services. Kind Regards, Mazen Complaints Lead
-
Review titled Seriously inept
Rated 1 star out of 5
by Anonymous - Posted on 28 January 2024
I had a heart scan in mid-September 2023. The report was due to be available at the surgery within 10 days. I called the surgery each week to find out whether my report had been received. Eventually, during my call to the surgery in mid-January 2024 I was advised that the report had been with the surgery all the time.
Visited January 2024
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. I will discuss this feedback with our team in our next meeting to ensure experiences improve. Kind regards, GP Surgery
-
Review titled Dreadful practice
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2024
Impossible to book appointment either by phone or Dr qr never any appointments available. They send message for you to make an appointment then none available. Had to call One, one, one to speak to a doctor. Are there even any doctors at this surgery?
Visited January 2024
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. We have hired more staff so we can decrease the waiting times on the line ensuring experiences improve as a whole. Kind regards, GP Surgery Muhammad Ali - Practice Administrator
-
Review titled not a good practice
Rated 1 star out of 5
by Anonymous - Posted on 13 September 2023
Since this surgerys take over a few years ago its gone down hill rapidly. I have to keep chasing prescription,.Made an order 8 days ago for medical equipment, which is a regular thing, To Charter. They then email the surgery for a prescription. Easy Not for this Surgery. I watched them send it while i was there, 8 days late. Doesn't any one there check the emails that come through to them obviosly not. This isnt the first time ive had to complain on this site.... please nhs people give this surgery a good shake up
Visited September 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. We will discuss this further with our team in our next practice meeting to ensure experiences improve. Kind regards, GP Surgery
-
Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 01 September 2023
Spent over 45 minutes on the phone waiting to get through. Was then cut off. Re-rang and spent another 25 minutes waiting and when I get through was told there were no appts. I do not know anyone who ever gets appts. I do not know anyone who is satisfied with this surgery. I do not know anyone who gets their medicines on time. I do not anyone who has ever seen a doctor. Why does this place even exist? Why are there at least 7 people working behind the reception desk and no doctors available? Why doesn't the NHS investigate this appallingly incompetent practice?
Visited August 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. If you would like to discuss this further please call and ask to speak to me. Kind regards, GP Surgery Muhammad Ali - Practice Administrator
-
Review titled Unbelievable!
Rated 1 star out of 5
by Anonymous - Posted on 15 July 2023
I visited this practice in June as I was suffering dizziness, sickness and balance issues. Saw a locum, she did tests on me, checked my heart, said did I know I had a heart murmur? I said no. She said she'd refer for an ECG and return the following week. She'd left by then, saw another locum who said no mention of any heart problems or referral had been made on my notes! She checked my heart, said I had no murmur! Who to believe I'm at a loss. Sadly since joining 6 months ago I wish I never did. Left my last practice after 30 years as was taken over by complete incompetents. Other mistakes have taken place too, like being told by receptionist, think she is new, that I hadn't been referred for something in April, which I had been, later having found out. So many members of staff yet many problems such as the phone lines which have improved slightly. Longest wait was 47 mins. So many patients in the reception area are complaining about this practice, yet I can't see anything being done. Never seen a regular gp. The one I did left. What to do, I don't know but one think is the stress and anxiety this is causing me is certainly bad for my health. Weird thing is this practice is rated as Good.
Visited July 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. We have also lowered the amount of locums we use now & have have hired more reception staff to decrease the waiting times on the line Kind regards, GP Surgery Muhammad Ali - Practice Administrator
-
Review titled Contact impossible
Rated 2 stars out of 5
by Anonymous - Posted on 06 June 2023
Agree with recent comments. They have a vast room full of admin staff yet no-one answers or rarely answers phone. I am dangerously low on crucial meds having had request for repeat meds denied due to needing some unnecessary medical review. Have they called me to arrange? No. Service is hopeless. We will move.
Visited June 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. I will pass the review onto our team however we have now hired more reception staff to decrease the waiting times on the phone Kind regards, GP Surgery Muhammad Ali - Practice Administrator
-
Review titled Utterly useless
Rated 1 star out of 5
by Anonymous - Posted on 06 June 2023
My wife and I have been with Randolph surgery for over three years and are now leaving the practice because their services are staggeringly incompetent. The practice is teaming with support staff but there are 40+ minute hold times to speak with a human on the phone. E-mail messages go into a black hole. If you book a tele-health consultations through their app they don't give an appointment time, they just randomly ring you. If you miss the call? Tough luck. It's back through the app to book again for the next day. Recently I contacted them five for a referral and never received it. In frustration, I went to the surgery and was assured that the referral would be processed the same day. Was it? No. I ended up having to go to a private GP to get a referral for urgently needed care. We are honestly unsure if there are any actual doctors at the practice. In three years we have only seen one once and never spoke to any on the phone. My wife has a chronic, life-threatening condition that requires repeat prescriptions. They routinely reject her prescription renewal requests made through the app and she must wait on hold again and again to get it sorted. Ironically, we switched to Randolph because our previous surgery had abysmal service and care and now they get much higher marks than Randolph: we're switching back today. If at all possible, avoid this surgery at all costs.
Visited May 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. We have now hired more staff including admin staff & clinical staff to ensure a better service is provided. Kind regards, GP Surgery