The Upstairs Surgery - Romford

Simon Haynes

Normally fairly good although you have to wait a long time for a Telephone or in Person Appointment.

This last time however I had been told by my GP that once certain results came back he'd check to see if I needed a test. When they came back he didn't bother with the appointment which I had booked and wouldn't talk to me si I've now had to book another appointment to try and get things done.

Lau

Worst most unprofessional un empathetic receptionists iv ever experienced in my life . When you going into that industry, you should have it minimal amount of care and empathy for humans , not just a want for a good pension. Disgusting behaviour! Was lied to multiple times , shouted at and was rudely spoken to. And when your return there energy they say im going to hang up. The people calling need a friendly voice not a-load of woman with attitude! Fix your people skills . Im clearly not alone in having this opinion. Look at the reviews, they speak for themselves. Been goin here my whole life for convenience but im planning to leave. Oh what a surprise I call back and they happen to find the thing that they were shouting at me that didn’t exist! No communication here what so ever ! This is people’s lives ladies

lubica labudova

I’m very sorry as I don’t like to provide bad feedback . But this surgery is just not working properly at all . I never see Gp Woking this way . You do app because of issue , waiting for tel app 3 weeks and dr does not bother to call at all . Check app in the phone saying he talk to me already !!! What’s this . Blood results abnormal . Lots of problems as I’m alone with my child better to say I’m depressed. I’m not !!!and also I published the name on purpose . Worse Gp I had . You gave question they don’t know ;(

Monica Lorenzone

My recent experience with receptionists staff. Very rude. I called to get my thyroid medication authorised. My pharmacy requested the prescription twice and got rejected, as apparently, I needed a blood test before renewal of medication, which was not informed to me at all.
I had the blood test. After I had a text asking to call gp for face to face appointment to review medication.
When I called and spoke to receptionist she gave an appointment for a month time. At this time at did not have any medication for my thyroid.
I explained the danger of not having thyroid medication , but she said she could not do anything, and couldn'tcare less about my issue. She transfered me to Laura, who I explained everything again. She was extremely rude, not having any patient care, shouting and screaming that I had to wait for the appointment and hung the phone up!!
I was shocked at this behaviour. Called back and I spoke to Karen, who told me again to wait for a month for my appointment.
On top she threatened me that I was not in catch area ( I have been with this surgery for more that 10 years after moving) and consider moving surgery. I received a letter after a week time, asking me to leave the surgery because of not being in the catch area. Just me, not the rest of my family members.

I have attended to my appointment and was seeing by the gp, Who I explained the situation, and he understood, cancelling the letter and allowed to stay.
The problem is not the professional doctors.

Receptionists need to be trained to have manners, respect and empathy for ALL patients from any backgrounds. That is what you get paid for.

Jabeen A

Good GP but rude and abrupt receptionist who needs training in how to deal with patients. I would leave 0 Star if there was an option to do so. I raised a complaint with the office manger and will update the outcome

S A

Horrible surgery. Rude receptionist and GP who doesnt even want to listen to patient. A great example of dire NHS state in this country

Kaksha Patel

Very worst management ever. They never picked up the call. I don’t know why you guys have this phone call service if you don’t want to receive. I just want to repeat my prescription but no one is answering and no one is doing anything. If I got something serious who’s going to be responsible?

AVor

Formal Complaint Regarding Dr. Francis and the Clinic's Medical Services

The Upstairs Surgery Management,

I am writing to formally express my dissatisfaction with the services I have received from Dr. Francis and the overall standard of care at your clinic. I had initially believed that Dr. Francis was the only competent physician in the clinic. However, after spending a year undergoing various examinations under his care, we have reached a point where he can no longer offer me any further diagnostic options.

Despite my repeated requests for additional tests to help diagnose my health issue, Dr. Francis has advised me to find another doctor. This effectively means that I must start the process all over again—searching for a new doctor and beginning a new course of treatment. Meanwhile, I am still suffering from persistent pain and health problems.

I am extremely disappointed with this clinic and the lack of support from the medical staff. This experience has been incredibly frustrating, and it raises serious concerns about the quality of healthcare provided here. I believe it is essential to reassess the medical standards, and it prompts the question of what our taxes are funding if this is the level of care patients receive.

I am now left with no choice but to collect all my test results and records from the past year and move to private clinics to seek a diagnosis and relief from the pain and health issues I deal with daily. Despite paying significant taxes, I am now forced to cover the additional costs of private healthcare services. It is incredibly disappointing to face the reality of having to pay twice for essential medical care.