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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.

Freedom Vision - Gloucester

Ophthalmology

I have had Cataract operations to both eyes January-March 2025. Things didn't start well when the Surgeon, in a 'telephone consultation' with me, committed to a price for the new lenses I would get. This was later overruled by the Management who told me the Surgeon didn't have the authority to agree a price with me. So I had to pay quite a bit more than I was originally told. As in some £400 per eye more. Amusing to observe how the 'care' (on the NHS, but sub-contracted to this private business) was promoted as being 'Exactly the same as Private Medical Care'. Oh no it wasn't ...it was much better. Once I was flagged up as 'potentially suitable for a PRIVATE operation' using Implants that were 'Not available on the NHS' I was treated very different. Previously done examinations were repeated 'to be sure'. Does that mean they are not sure if you are a NHS Patient? ;). Additional examinations 'not available on the NHS' were done. Am I being unfair? A short review would just say this: *Generally excellent professional friendly staff. * Medical care excellent. But.... Appointment waiting times need reviewing - I have always had to wait at least 45 min, sometimes more than on hour, before being seen. Why? If you depend on a relative or friend to drop you off and pick you up it sometimes got a bit difficult: Is this appointment going to take 30 Min, or 4 hours? Nobody knows. Admin/organization sometimes a bit confused - Why did I get an email survey for my right eye, and not for my left? Waiting in the corridor between different checks in different rooms a bit of a hit and miss - staff running around, folders being handed over, people sitting and waiting being missed, the order in which things were done got a bit confused sometimes, patients reminding passing nurses that others who arrived after them were seen before them. But all with good humor! But, in the end, I can see excellent again with both eyes - and that is what is really important.

London Trusted Therapy Harley Street

Clinical Psychology, Hypnotherapy, + 1 more

I spent years dealing with anxiety and depression, convincing myself I didn't need therapy - partly due to the stigma around mental health, especially in my industry. By the time I reached out to Dr Olena, my anxiety was affecting my ability to do presentations and travel for work, things that were essential to my role in finance. Working with Dr Olena has been transformative. She used a combination of approaches tailored to what I needed - CBT and existential therapy initially helped me tackle my anxiety head-on. Within months, I was back to delivering presentations confidently and travelling for business again, things I'd been avoiding for far too long. For my depression, we've taken a different approach, incorporating DBT alongside existential therapy. Whilst this remains a work in progress, I'm in a significantly better place than when I started. Dr Olena helped me understand that therapy isn't about 'fixing' everything overnight - it's about having the right tools and support to navigate life's challenges. I only wish I'd overcome my reservations about therapy sooner. If you're in a demanding professional environment and struggling, I can't recommend Dr Olena highly enough. Her approach is practical, insightful, and genuinely effective."

HCA Healthcare UK

General Practice (GP)

I had my varicose vein scan with Louis and honestly couldn’t have asked for a better experience. From the start, he made me feel relaxed, comfortable, and confident that I was being properly looked after. Louis explained everything in a really easy-to-understand way and talked me through the scan as it was happening, which helped put me completely at ease. The ultrasound was very thorough, and it was clear he really knows what he’s doing, nothing felt rushed, and he took his time to check everything properly. What I appreciated most was how calm and reassuring Louis was throughout the appointment. He made sure I understood what was going on, what the scan showed, and what the next steps might be, without using complicated medical language or making it feel overwhelming. The whole appointment felt professional but friendly, and I left feeling informed, reassured, and confident in the advice I was given. If you’re feeling nervous about having a varicose vein scan or don’t know where to start, I would 100% recommend seeing Louis. You’re in very safe hands.

Mr Billy Wong

ENT Surgeon

I met Mr Wong (Billy) around August 2024 for recurrent sinusitis and loss of taste / smell. Billy has always been so attentive, responsive, considerate and kind. Billy explains everything clearly so I completely understood what was happening. Billy is thorough in his care: obtaining images to better understand what is going on before making an ongoing plan. I recently had sinus surgery (FESS) with Billy as my condition had not improved despite good medical management. Billy is not only an incredibly skilled surgeon, he is also a fantastic and caring individual (with a good sense of humour too!). Billy met with me before surgery and reassured me, he was also in the pre op room, then in the theatre with me, then recovery and also post op to debrief and check up on how I was feeling. This kind of healthcare is so vital to people's wellbeing; this stuff matters, it's a shame that it's so rare, but with Billy; it's there as standard and flawless! I cannot recommend him enough. If you want the absolute gold standard of care: book with Mr Wong.

Mr Srijit Banerjee

Urologist

I had an excellent experience with Mr Banerjee. From the first consultation through to the procedure and aftercare, everything was handled with exceptional professionalism, clarity, and care. He took the time to explain each step, answered all my questions thoroughly, and made me feel completely at ease throughout what could otherwise be a stressful experience. The procedure itself went smoothly, recovery was exactly as explained, and I felt very well supported the entire time. I’m extremely grateful for the high standard of care and would highly recommend him to anyone considering this procedure.

Mr Stelios Myriknas

Obstetrician & Gynaecologist

Mr Stelios may I start by saying thank you so much. Your knowledge, kindness and bedside manner were so reassuring to me during my HG pregnancy. You offered invaluable insights and showed a genuine care to me as your patient. You always took the time to make me feel like any concerns I had were valid and talked through. Thank you for creating such a calming pathway for me to my Caesarian section I would recommend your care to anyone. Truly so lucky to have met you on this journey, you went above and beyond to make me feel calm and ready for what was ahead. Thank you thank you thank you!

Miss Sarah Saqib

Obstetrician & Gynaecologist

The doctor was very friendly throughoit the consultation and procedure. She immediately put me at ease and listened carefully to my medical history . She explained the procedure and how that I was in control if i felt any discomfort. During the procedure both the doctor and the nurse reassured me about what was happening and due to their friendly and relaxed manner the procedure was completed quickly and with minimal discomfort . After the procedure the doctor discussed aftercare and answered any questions I had

Dr Mugilan Anandarajan

Paediatrician

Dr Mugilan was excellent in finding out what was causing our son's headaches . The MRI was done within a few days and Dr Mugilan talked us through the results and made referral to the Neurosurgeon . Excellent service and very thankful for the care and understanding. We were very anxious but Dr Mugilan explained everything about chairi malformations and listened to us and answered all our questions. Excellent paediatric consultant and we would not hesitate to recommend him to anyone worried about their child .

Dr Bav Shergill

Dermatologist

Dr Shergil is a highly skilled Dermatology Consultant/Surgeon who was recommended to me by a friend. I found him to be gentle, kind and very sensitive to my profound hearing disability. His diagnosis of a basal cell carcinoma on the rim of my right ear was clear and straightforward. I opted for him to remove the lesion at McIndoe Centre and the procedure was carried out by him without causing me any pain. He has since advised that the histology showed that the operation was successful.

Ms Ranee Thakar

Obstetrician & Gynaecologist

I recently visited the hospital and had a very positive experience. Doctor Thakar who looked after me was exceptionally thoughtful and kind, and she took the time to explain everything clearly and thoroughly. Her calm, reassuring manner immediately put me at ease, and it was clear that she genuinely cared about my comfort and understanding throughout the appointment. It made a potentially stressful visit feel much easier, and I’m very grateful for the care and professionalism shown.

Mr Farrukh Gillani

Orthopaedic Surgeon

I had a great experience during my visit with Mr Gillani regarding my current knee concerns. He was professional, attentive, and took the time to really listen and explain everything clearly. I felt reassured throughout the appointment and confident in the advice and plan moving forward. The care I received was thorough and respectful, and I didn’t feel rushed at any point. I would highly recommend Mr Gillani to anyone seeking expert and compassionate care for knee issues.

Diverse Minds Clinic

Psychiatry

Wonderful experience at Diverse Minds Clinic. I got an ADHD assessment and found Dr. Cappai's approach really helpful. She was easy to communicate with and spent considerable time explaining scientific facts to me. She offered plenty of encouragement and advice for the next steps. The administrative crew was also really helpful, and Dr. Cappai's office on Harley Street was very exquisite. I suggest this doctor.

The Menopause Medic

General Practice (GP)

I had a consultation with Dr Barton today and for the first time in about 10 years I actually felt like somebody listened to me. We all know that women's health, particularly those in middle age, is not a priority for the NHS. Dr Barton has made it a priority and thank goodness for that. She is calm, professional and explains things clearly. I'm looking forward to beginning this journey with her.

Spire Murrayfield Hospital Edinburgh

Cardiology, Cosmetic (Aesthetic) Medicine, + 15 more

Communication about where the treatment was to take place could have been a bit clearer - appointment was arranged via Shawfair Park reception but treatment was actually at Murrayfield which wasn't clear to me. Murrayfield reception also called and seemed surprised too that it has been done by Shawfair but didn't clarify where it was happening. All worked out in the end though.

Nuffield Health Bristol Hospital

I had an excellent experience at this hospital from start to finish. Every member of the staff was amazing—professional, kind, and incredibly supportive during both my appointments and surgery. They made me feel comfortable and well cared for throughout the entire process. I’m very grateful for the outstanding care I received and highly recommend this hospital.