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RTN Mental Health - Right To Choose

Diagnostics & Testing, Psychiatry, + 1 more

I first started my process in January 2025, using right to choose. There wasn’t a lot of information to choose between providers so I went with the fastest assuming they’d all have to be of a standard to qualify with the NHS. RTN advertised a fast service somewhere up to 12 weeks. Communication is extremely poor. The stages and processes are not explained. Everything is digital, you’re bombarded With a stream of individual emails directing you to forms or questionnaires that have to be completed on a portal that is unfriendly to use. You receive repeated requests for the same information and it’s not clear if you’ve already completed something on the portal. Links expire before you’ve had a chance to read your email so expect delays. Support is poor, if you need help when navigating the forms phone lines are open reduced days and hours differ. Email support is slow and if you have any communication impairment this can be further complicated because of misunderstandings, leading to long email exchanges which are exhausting. It’s very hard to get an update on where you are in the process. There is no transparency. All cases will be different so it’s understood exact times can’t be given but it would be helpful to understand the stages and where you are up to and next steps. This doesn’t happen. I made the mistake of leaving them to their own devices to update me and didn’t chase for 3/4 months, finding they had lost some of my test results. When choosing my first appointment with them online, no information is given on the assessor to make an informed choice so I chose the earliest appointment. The assessor was a graduate fresh out of university, in post for around 6 months. They were not a qualified psychiatrist or psychologist. I was not told this when booking the appointment and offered to go back on the waiting list if I wanted a doctor. The next stage is with a psychiatrist but it’s a long wait because the initial report by the graduate has to be checked. The psychiatrist I saw was an outsourced contractor, I had a poor experience with and there was a communication breakdown. Because they are paid for only the allotted time, for which he was late, he cut me off, very abruptly and he did not follow up when he said information would be sent to me about autism screening. I then received a request to complete an additional test which I later was told was not appropriate. No context is given when you receive these requests and abbreviations and clinical language is used without explanation. Pp RTN then did not attach the results to my file or progress my case. I’m still not sure why this was as when I’ve complained it’s not been fully explained to me. This is very worrying as it suggests no one is reviewing your case. There appears to be no safe guards. I next received a questionnaire titled ‘CV’. This is presumably a precursor to receiving a titration appointment. So I got excited as it’s been 11 months to get to this point. It stand for Cardiovascular by the way. I provide the stats. Then I get three more requests for the same thing.Another indicator no one is monitoring this. I had my first titration appointment in December and a script was written on the 11th, but I still don’t have my meds (it’s 4th Jan), because RTN use an online pharmacy. I wasn’t told to expect an email registration from a company called Cure Connect. RTN sent me an appointment for a follow up even though I hadn’t received my meds. This is how I found out about Cure Connect. I registered with them and they dispatched my meds without texting me so I had no idea what date to expect them. I was away for Christmas. Turns out they have the wrong phone number for me. Cure connect Are digital only and it’s extremely difficult to get in touch with them as they use two factor authentication to access their portal and it was broken when I tried contacting them. They direct you to the portal when you try and seek help. They use Royal Mail tracked 24 and I had to organise a redirect. But it’s not guaranteed. So I’ve been waiting in for two days now and still don’t have my meds. I cut my Christmas break short to drive 163 miles to get back for the redirect. You’re on your own when it comes to navigating Royal Mail and can’t get through to a human. So if you like digital portals, self service and dealing with three company’s through digital mean, being tied down to home for days on end each month to receive your medication this is the company for you the irony of course is that you’d struggle with non written instructions and these types of systems when you have ADHD. RTN are unsympathetic to this and say they can’t send patients individual information /instructions about Cure Connect. Complaining gets you nowhere. They just say they have unprecedented demand and reduced support is temporary. But I’ve read complaints that go back at least 18 months. That’s it temporary, that’s their normal BAU. I’m not sure if they prioritise private referrals but they’ve clearly bid low for the NHS contract based on volume and cannot handle the workload. We are suffering for it.

Professor Yacoub Khalaf

Obstetrician & Gynaecologist

I'm a private patient, and I had the pleasure to be treated with Dr. Khalaf twice at the Assisted Conception unit at Guys and St. Thomas Hospital. The first time, I did egg freezing and the second time I went with my husband for assisted conception assessment. The summary is that Dr. Khalaf is highly professional and respectful, he was honest in the treatment plan that I needed and suggested against unnecessarily procedures. Also, he was available to answer all my questions at any time, and was flexible with weekend appointments to match my work schedule. He is very respectful and made me feel comfortable during the examination. For egg freezing, a friend of mine referred me to Dr. Kahalf, and he exceeded my expectations. He explained the process very well, and  made me feel comfortable asking any question (even the silly ones). He gave me his phone number and was always available to answer any question at any time. The process was very smooth too, as I picked the medications from the hospital and Dr. Khalaf showed me how to take it. The eggs retrieval operation was also very smooth as the staff at the hospital were kind and nice.     My positive experience with Dr. Khalaf led me to go back to him with my husband for assessment for assisted conception. From day one he told us that we don't need IVF and the pregnancy should happen naturally. Then, he guided us through the assessment process and did a sperm test for my husband followed by a HyCoSy test for myself.  Both tests were fine, and he told us to try again and wait. We tried after the HyCoSy test, as he suggested it increases the chances of natural conception, and I got pregnant without the need to go through IVF!  I would definitely recommend Dr. Khalaf!

Mr David Bell

Neurosurgeon

I had a herniated diskoptemy operation with Mr Bell. Alongside his assistant, Alex, I was treated with thorough professionalism at every step of the way. I was in extreme pain before seeing David, and they rapidly moved me through the various stages of the treatment process (ie consultation, then scan, then steroids and then full herniated disk operation), at pace. That meant that, at all times, I felt confident that my paid was being dealt with by professionals and as soon as possible. On a couple of occasions, I felt that Mr Bell accelerated my consultations and ultimately the operation, and he rearranged his own time on one occasion to make it work quickly for me. Alex (his assistant) was the person that efficiently made the appointments happen behind the scenes and they clearly make a good team. I have now visited a number of sports physios and one doctor, who have commented on both my pace of recovery and the neatness and recovery of the area & muscles around the operation area. I can only believe that my rapid recovery has been brought about by an efficient operating technique. I am now almost out of almost any pain or discomfort (7 weeks after the operation) and I am truly grateful for what has happened, as life was not pleasant beforehand.

Mr Mark Johnston

ENT Surgeon

The session with Mr Johnson went very well, pleasant and explained everything very clearly and was prescribed some medication. Unfortunately since then it has been an absolute nightmare dealing with Nuffield Health Derby. I was unable to locate the prescribed medication from several different pharmacies, one being a national chain, as they all advised it was not in stock and that they were unable to order it. As I was unable to get through to his private secretary, I called Nuffield Health number. I have spent the last two weeks ringing Nuffield Health, explaining the issue. Each time very pleasant staff advised they would sort it, but each time they never had the courtesy to call me back and let me know what was happening. Eventually today, after a 30minute call, they managed to advise that the pharmacy at the Derby Hospital had the prescription available, but they insisted that they were unable to post it and that I had to come and collect it, 90minute round trip in the snow. Overall, a very poor service and makes you wonder what's the benefit of paying for health insurance.

Dulwich Podiatry

Podiatry

Zack treated my son for deep verrucas caused by swimming, and I honestly couldn’t be happier with the care we received. The diagnosis and treatment were done in the same appointment, and everything was handled with so much care and professionalism. My son is 9 years old and was understandably nervous, but Zack was fantastic at keeping him calm, confident, and engaged throughout the treatment. He was reassuring, patient, and made the whole experience far less daunting. The treatment itself was quick and very well managed. We went back for a follow-up today and were given the all-clear, along with a top-up treatment to remove any remaining dead skin and ensure nothing was left behind. Zack explained everything clearly to both my son and me, which really empowered us and reassured us that this was the best course of action. Zack was excellent — funny, caring, and professional — exactly what you want, especially when treating a young child. I would highly recommend him without hesitation.

Midland Eye

Ophthalmology

The cataract in my right eye, which had been quite noticeable, was operated on in the second week of November this year. The less advanced cataract in the left eye was dealt with a fortnight later. My second eye is still settling in, but my surgeon, Mr Park, appears to have produced an excellent overall outcome for me. Having discussed the options with Mr Park, I chose to have a lens in my right (dominant) eye which enables me to see at distance, whilst for the left, I have one which is more suited to closer work. I may need reading glasses for really close work, but using my computer screen presents no problem. Asking questions was encouraged and all queries were dealt with clearly. The staff, and particularly the opthalmic technicians, obviously knew what they needed to do in support of the surgical procedures and all was handled very efficiently. Special thanks to Nurse Debbie who was looking after me, a somewhat anxious patient, before and after the two operations.

Dr Pankaj Kumar Agarwal

Ophthalmologist

On the day I was apprehensive which I would consider natural. However I was well looked after at every stage and always had confidence in Dr Agarwal. The procedure was uneventful and all of my concerns proved unfounded. It was all so much easier for me than I had anticipated. The immediate improvement in vision was more than I had expected. There were no problems during the recovery period and at my eye check after six weeks the ophthalmologist told me everything was perfect. I now have excellent vision in that eye. Should the other eye need done I hope Dr Agarwal will do it.

Mr Sohail Ahmed

Ophthalmologist

I had an excellent experience with Mr Ahmed for my upper eyelid blepharoplasty. From the initial consultation, everything was explained clearly and thoroughly, which made me feel very comfortable and confident in proceeding. The doctor was professional, attentive, and extremely knowledgeable. The procedure went smoothly, and the aftercare and follow-up were outstanding. My results look very natural and have made a noticeable improvement—my eyes look refreshed and more youthful without appearing overdone. I am extremely happy with the outcome and would highly recommend Mr Ahmed.

Abbington House

Holistic Therapy, Psychiatry, + 1 more

Had the most amazing time at Abbington House, was exactly what I needed. Was immediately made to feel welcome by staff and clients, everyone has been so warm, friendly and non - judgemental. Food was excellent and the chef Marion was amazing at catering for everyone’s individual needs. I’ve gotten so much out of the groups and one on one sessions. After 28 days I feel like I have been given an amazing framework to take with me on the outside and have met a community that will stay with me throughout the rest of my journey. Thank you so much to everyone, going to miss it a lot

Mr Shamsi El Hasani

General Surgeon

My recent operation with Mr. El Hasani was an excellent experience. From the very beginning, he demonstrated exceptional professionalism and courtesy, making me feel completely at ease. His calm and reassuring manner gave me confidence that I was in safe hands throughout the entire process. The care and attention he provided were outstanding, and I truly appreciated how he explained everything clearly, ensuring I felt informed and comfortable. I couldn’t have asked for better care.

KIMS Hospital

Anaesthetics, Audiology, + 26 more

Staff were extremely kind and helped me with my anxiety. I was so worried and all of the staff calmed me and explained clearly what would be happening. They treated me with respect and were proffessional at all times. There were no times during any visit that I felt awkward to ask for anything, or to ask questions. I could not of asked for a better service and I would like to thank all of the staff involved in my pre procedure and aftercare. Thank you all so much

Mr Peter Cooke

Urologist

I’m extremely pleased with the highly professional level of care I received from Mr Cooke and his team. He is very friendly, extremely knowledgeable and very proactive in his level of service. He was able to efficiently treat me and provide me with future guidance to ensure my peace of mind and continue with good health. I’m very pleased that I found Mr Cooke and I absolutely highly recommend his services. Thank you once again and all the best to you for 2026.

Mrs Priya Prakash

Ophthalmologist

Mrs Prakash is very friendly, gives clear explanations and advice and makes you feel at ease. During cataract surgery her bedside manner was excellent, I was very nervous, but her calm voice as she talked to me through the procedure really helped me to stay calm. I have had both cataract surgery and laser treatment with Mrs Prakash and would certainly recommend her to others.

HCA Healthcare UK London Bridge Hospital

Diagnostics & Testing, Haematology, + 11 more

The hospital was very clean, very friendly and very welcoming. I was shown to my room, given a menu for dinner that night as I was staying over. The staff were all very polite and attentive, even going above and beyond to get me a chocolate milkshake when the kitchen had shut. Very nice people and a very good stay after my first time going under anaesthetic

Hope Park Dental Practice

Dentistry

I have been a patient at this practice since 1990. Great service all round throughout, remain consistent even with staff changes over the years. I have other family members at this practice, they get the same great service, no hesitation in recommending Hope Park Dental Practice, best wishes and thanks to all the staff.

Newmedica Birmingham

Ophthalmology

I went for my surgery and can honestly say I was scared because I didn’t know what to expect but I was made to feel very welcome and the surgery went well all the staff were so friendly and explained what they were going to do would recommend as I had the best patient treatment any person could have thank you