The Randolph Surgery
235A Elgin Avenue, London, Greater London, W9 1NHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled impossible to see a doctor
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2025
It has become extremely difficult to schedule an appointment with a doctor, especially since theDr iq app was replaced with a new one, which, in my experience, is even harder to navigate. Additionally, even when I manage to secure an appointment, there is no designated time for the telephone consultation. This makes it impossible for those of us with full-time jobs to plan and ensure we are available. Over the past two years, I have not had the opportunity to speak to a GP on the phone. The few calls I have received were from individuals providing responses that I could easily find through a Google search. To add to my frustration, I was forced to undergo surgery abroad because I was unable to discuss my symptoms with a GP for over six months. I can only imagine how long a referral would have taken if I had even been able to access one. I hope you will take this feedback seriously and consider making improvements to the system, as the current situation is causing unnecessary stress and hardship.
Visited January 2025
Review titled The Randolph Surgery
Replied on 04 April 2025
Dear Patient, We appreciate your feedback and are sorry you are not happy with the service provided. Your comments will be discussed at a practice meeting and used as learning to see how we can improve our services. If there is anything further, we can assist you with please call the practice and i would be happy to meet with you in "the meet the manager" clinic i run every Tuesday 2pm till 4pm. Kind regards Harriet Practice Manager
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Review titled Blood tests
Rated 1 star out of 5
by Bebie Waller - Posted on 19 November 2024
My earlier review said that I gave the surgery 2 stars which I most definitely did not. Why are we sent to another borough for routine blood tests which is a 2 hour round trip? I am moving to a surgery with a phlebotomist and some online services you can count on!
Visited November 2024
Review titled The Randolph Surgery
Replied on 04 April 2025
Dear Bebie, We appreciate your feedback and are sorry you are not happy with the service provided. Your feedback has been taken on-board and used as learning to see how we can improve our services. Kind regards Harriet Practice Manager
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Review titled Declining services
Rated 2 stars out of 5
by Anonymous - Posted on 19 November 2024
Been with this practice since 1997 when it was wonderful. Not any more. I was given a link to St Marys to book a blood test - which I did - but St MArys dont do Dr. referrals. Wasted so much of my time
Visited November 2024
Review titled The Randolph Surgery
Replied on 04 April 2025
Dear Patient, We appreciate your feedback and are sorry you are not happy with the service provided. Your feedback has been taken on-board and used as learning to see how we can improve our services. Kind regards Harriet Practice Manager
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Review titled Great Practice""
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2024
I am very worried because they have repeated the tests because I may have a problem with my kidneys and the doctor has told me that he needs to know why, when the results of the 2nd test arrive I call them at 10:12 am to find out the results and the answer I get is that there are no appointments to discuss my results, that I should call tomorrow or next week, how is this possible, please God, I can't sleep thinking about what's happening because I have trouble breathing.
Visited November 2024
Review titled The Randolph Surgery
Replied on 04 April 2025
Dear Patient, We appreciate your feedback and are sorry you are not happy with the service provided. Your comments will be discussed at a practice meeting and used as learning to see how we can improve our services. If there is anything further, we can assist you with please call the practice and i would be happy to meet with you in "the meet the manager" clinic i run every Tuesday 2pm till 4pm. Kind regards Harriet Practice Manager
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Review titled Terrible Experience
Rated 1 star out of 5
by Anonymous - Posted on 05 December 2024
The DriQ app never works. When you call to make an appointment, they ask you to use DriQ instead. When you manage to use it, they never call on time. Twice, they completely forgot to call. I received texts to book a health check, but they don’t have available slots. I haven’t managed to be seen by a doctor in the last 3 years! After COVID, the surgery has become extremely poor. It used to offer such a good service with great doctors. I had my hospital doctor advising them to refer me to the hospital for tests, but they haven't. When I requested the referral, they sent a letter that didn’t address the reason I needed the tests. Is there a process for the central NHS to review the service? I’m really worried. I had to go privately twice in the last year, but I can’t afford it. So, what's next? I really hope the Practice Manager sees this and has the opportunity to integrade our feedback.
Visited November 2024
Review titled The Randolph Surgery
Replied on 04 April 2025
Dear Patient, We appreciate your feedback and are sorry you are not happy with the service provided. Your comments will be discussed at a practice meeting and used as learning to see how we can improve our services. If there is anything further, we can assist you with please call the practice and i would be happy to meet with you in "the meet the manager" clinic i run every Tuesday 2pm till 4pm. Kind regards Harriet Practice Manager
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Review titled Terrible Experience
Rated 1 star out of 5
by Stephen Collins - Posted on 30 October 2024
DriQ app has been down for months but the you have to listen to it being referenced for hours when trying to contact the surgery. Routinely 30 minutes plus to get through on the phone. Only same day appointments offered. You receive a text message to call the surgery to book an appointment but when you do, you are told to phone back and join the 8am queue the following day. Test results have to be chased. It seems like nobody is joining the dots to assess your overall health, I have some serious indications of ill health but nobody apart from me seems to care about this, I actually am starting to wonder if there are any GP's at the surgery. You are sent all over London for tests that could be performed at the surgery. On the plus side, the staff who I have interacted with on reception are courteous and helpful in person but that is all the positivity that I can muster.
Visited October 2024
Review titled The Randolph Surgery
Replied on 04 April 2025
Dear Stephen, We appreciate your feedback and are sorry you are not happy with the service provided. Your comments will be discussed at a practice meeting and used as learning to see how we can improve our services. If there is anything further, we can assist you with please call the practice and i would be happy to meet with you in "the meet the manager" clinic i run every Tuesday 2pm till 4pm. Kind regards Harriet Practice Manager
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Review titled Very helpful team and excellent medical service
Rated 5 stars out of 5
by Isabel - Posted on 28 November 2024
This practice has improved a lot since I joined in 2007. The support team is very helpful and always ready to do the extra mile to solve any unusual issues. The management team is very open to comments and constructive remarks. The GPs are excellent and very patients oriented. Their app is somehow disappointing but could be of use for very simple requests. We went to see the GPs on one occasion when one of my kids was complaining about severe headaches and while reassuring us she also booked my son to a follow up visit with a paediatrician. This practice has made a lot of efforts and this is clearly visible. Well done!
Visited October 2024
Review titled The Randolph Surgery
Replied on 04 April 2025
Dear Isabel, Thank you for your wonderful review of our surgery. We are so happy that you are pleased with the care you have received with us. Kind regards Harriet Practice Manager
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Review titled Always unhelpful and unreliable
Rated 1 star out of 5
by Anonymous - Posted on 31 October 2024
The DriQ app has been down for months, so in order to get a routine prescription I often have to wait on the phone for 30+ minutes or email (and receive no response). I've often had to get emergency prescriptions through 111 because The Randolph Surgery don't sort it in time. On one occasion in particular, I enquired about a contraception prescription and wasn't able to speak to a doctor or pharmacist. Instead a receptionist asked me which kind I wanted and what dosage. When I asked for a professional's guidance and recommendation he told me to "Google my options." The staff are polite but unhelpful, unreliable, and unpunctual. Upon making telephone appointments, I'm almost never contacted during my allocated appointment time. The doctors always call hours later, when I happen to be travelling or in a meeting. I'm desperately seeking a new GP because every time I interact with The Randolph Surgery it's a nightmare.
Visited October 2024
Review titled The Randolph Surgery
Replied on 04 April 2025
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 surgery email address randolph.surgeryw9@nhs.net so that we can investigate these issues for you? All feedback is important, and we continually strive to improve and adapt our services. Kind regards Harriet Practice Manager
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Review titled not able to cope with demand
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2024
It feels like the surgery cannot cope with the patients demands. You cannot book appointments via the app or phone during the day. Calling them results in waits of 20 or 30 minutes and even when they eventually answer, they tell you to call again the next day at 8am. There are 4 or 5 people in reception, not sure what they do during the day. I had the same experience a few times. Need a test, only option is to do it outside the clinic. Then I get a message that I need to call to discuss my results. I do that during the day and after waiting 20 minutes (despite being 'no. 1' on the call!) they tell me oh you have to call again in the morning at 8am to book an appointment. If that's the case why not just mention it on the phone system, instead of listing fake options? Often when I call in the morning they tell you they'll call back but whether they do or not is random. Sometimes you just get a message, sometimes nothing at all. It feels like the surgery is not able to cope with current demand and yet they are accepting new patients also from out of area. Beats me.
Visited September 2024
Review titled The Randolph Surgery
Replied on 04 April 2025
Dear Patient, We appreciate your feedback and are sorry you are not happy with the service provided. Your feedback has been taken on-board and used as learning to see how we can improve our services. Kind regards Harriet Practice Manager
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Review titled Not Adequate
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2024
Issues getting appointment, Non doctors attending to patients with no prior knowledge that they are not qualified doctors. Online system shut down at various times, although we are encouraged to use, them-causing problems with medication. No longer able to get blood tests at surgery instead sent to Hammersmith or Charing Cross hospital, not closest hospital St Mary’s or St Charles. Despite issues this causes I.e. transport cost etc. At present building being renovated along with an increase in reception staff, as a patient I would prefer a nurse and qualified doctors. Who is now running surgery, as I cannot get an answer for this question.
Visited July 2024
Review titled The Randolph Surgery
Replied on 22 August 2024
Dear Patient, Thank you for your review. My name is Mazen, and I am the complaints lead here at Randolph Surgery. We are sorry to hear of your recent negative experience with the Randolph surgery. I understand that you have been having difficulty getting an appointment with the clinician you want. All requests for an appointment are triaged by the duty GP, who assigns them to the clinical staff member who is believed to be the best fit for the case. This can be a GP, PA, pharmacist, nurse, or HCA. I understand that sometimes this may not always appear to be the best fit to patients and most patients would rather speak to a GP every time. We try to accommodate for this as best we can. You are always within your right to request to speak to a GP when submitting a DrIQ or requesting via telephone. You also mentioned blood testing being done at local hospitals. Due to short staffing within the HCA role at Randolph, we have recently had to send a large number of patients to local hospitals and alternative local GP practices to ensure no delay in their care. We are currently in the process of resolving this issue, and more blood test appointments will be made available at the Randolph surgery. If you have any further issue or wish to discuss these ones further, please do not hesitate to send us an email or call us directly at the surgery on 02070527560. Kind Regards, Mazen Complaints Lead