Royal Crescent Surgery - Cheltenham

Krist

Incredibly unprofessional, rude and neglectful surgery. If you can get to see a Doctor then they are not actually that bad in person but it is near impossible to get that far and on the phone they are so rude. Since moving to the Wilson they have become an exercise in frustration, I was caller number 2 for 48 minutes and when I finally got through the receptionist asked me very personal questions and I had to near beg to speak to a Doctor. When the Doctor finally called me back several hours later I was working and couldn't answer so had to go through the whole thing again, this time I was caller 18 in the que. Hence I called them during my break when I had the time to do so, then was told a GP would call me back 'whenever'. Did finally talk to a Doctor who was very off with me from the start (just said hello then we waited in silence for 10-15 seconds until I took the initiative and continued the conversation) and monosyllabic and just asked me the exact same questions I had already told the Receptionist and then prescribed antibiotics for no reason I can figure out (Research how GP's get cash incentives for every prescription they sign off and it'll suddenly make sense). Everything is on their terms, us Patients seem like an inconvenience to them. Been with them for years and used to be able to call and book an appointment in 10 minutes during my lunch break, now it's hit-or-miss to even get through to them same day. On top of this they have messed up my repeat prescription 3 times on the trot, it being registered as sent but the Pharmacist never recieves it. Cannot get contact details for the Practise Manager and the Secretary is never there, leave a message and then never hear back. Nice new Surgery yes, but unbelievably neglectful Practise just doing anything to boost their profit margins it seems at the expense of Patients' health, which is why they exist in the first place. We are all finding it hard nowadays in a post-covid, mad World and many professions are hit hard but to these prescious clowns it seems they have forgotten the importance of their chosen profession, we are not cash-cows for them and I have never known a financially poor GP. The Hippocratic Oath means nothing, they are a danger to their Patients.

Seya Webb

Royal crescent at Wilson needs some customer service training. Called as needed help and a appt! It’s a breathing issue and she was very dismissive and unhelpful. Told me to go to my pharmacy. Asked for an appt said not until Sept which is ridiculous considering it’s a breathing issue. Just no reassurance and no personal touch. I say get rid of them all and start over. What a horrible experience. I’m struggling to breathe and very worried but no help whatsoever. I will call my pharmacy hopefully I will get some answers.

Simone Layton (Simone Layton)

This is a dreadful GP surgery. Waited 7 weeks for an appointment because my issue was deemed non-urgent. Then told to get bloods done - no blood test appointments for 3 weeks. Then another 4 week wait for follow-up appointment to discuss the blood results. So I booked with a private GP, but they couldn't do anything without the blood results. Test results were not on the NHS app and I spent 1.5 hours on hold to the results line and no one answered. I am doctor myself, working in the NHS, so I know services are stretched, but this surgery is a disgrace.

Amelia Moore

I have been with this surgery for 5 years and I REALLY don't know why I haven't changed, the GP (female) I saw first of all, gaslighted me about severe period pain, later turned out I have stage4 endometriosis which she swore "unlikely" despite issues since age 13. She also told me she only ever referred one other case of suspected endo -3 years prior. This condition affects 1/10 women, and is considered one of the most painful conditions- not OK.
I gave the benefit of the doubt for mistakes, lack of appointments and dip in care during covid times as I had an understanding of the situation everyone was in.
More recently I have been misdiagnosed with something, given incorrect meds and information, wrong advice for the meds that I picked up, (which I ask had to pay for, and then the correct ones as there is no refund/return policy) and, maybe slightly insignificant, but I have been called by incorrect name (when they're calling me!) at least thrice and worst of all I have been phoned several times about "urgent" blood results despite not having a blood test for over 6 months. Not sure if my details had been mixed with someone else but very disconcerting. I know for a fact my complaints have been ignored as no one other then the GP himself has acknowledged I've had an issue, despite being promised call backs from senior admin staff at least twice by the same man on reception, and once by a lady. I now only talk directly to GP (on his advice). As despite constantly proclaiming they aren't clinically trained, the reception team have meddled a lot and it has caused some quite severe knock on effects as well as increased stress and anxiety whilst being ill. I advise anyone going here to make sure they write their notes when you are in the room, as twice something agreed verbally has changed by the time they have typed up the notes. I put this down to not being too busy and not listening properly.
The Wilson building they are in now is very nice though.

Vanessa Cox

Very poor. Neglectful, lazy, rude, incompassionate, unprofessional, cruel, incompetent GPs. Dr Williams and Dr Hazeler to mention two. Unacceptable, unhelpful behaviour and insulting comments.
Patient centred? Patient centred abuse more like. Just appalling. Shameful.

I don't know how the surgeries in Cheltenham including this one, get CQC 'good' ratings? They're clearly covering up and obstructing complaints.

Having lived all over the UK, the GPs in Cheltenham are the worst I've ever had and they have contributed to the massive deterioration in my health, which is now critical and have caused distress, upset and desperate acute episodes.

KARINA MARTIN

I have been with this surgery for many years. The doctors are amazing and nurses are always friendly, helpful and professional.
Today I had a minor operations appointment. The nurse and Dr Kurlbaum were amazing. Friendly, informative through every step. Really pleased with the outcome and my experience. Thank you! ?

Matthew Mellon

Just had a call before my blood test and the so-called doctor on the phone was annoyed that I managed to book a blood test without a doctor's approval. Being told everything is fine and nothing is an issue I don't feel like this team care. To call me 30 minutes before the test and questioned me why I wanted the blood test and then laughed at me and made me feel stupid. I found this very unprofessional and very rude!

David Brick

We have just moved away from Cheltenham to be closer to our Family. One of our main regrets is that we have had to leave Royal Crescent Surgery behind. Everyone we have encountered at the surgery have been extremely professional, courteous & caring. I would like to make particular mention of Dr Jonathan Williams who has been extremely kind. thorough & supportive during my recent treatment.