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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.

Practice Plus Group Hospital, Shepton Mallet

Ear Nose & Throat Surgery (ENT/Otolaryngology), General Surgery, + 5 more

Admin efficiency Things didn't get off to a great start when there seemed to be an issue regarding what my insurance would cover, even though I had received two confirmations from the insurer over the phone and one confirmation by email. I felt a bit like a criminal and that I was lying about the treatment being covered. In the end, the insurer had to phone Practice Plus direct to sort it out, because no-one would believe that I was telling the truth. I've never come across this problem before at the Spire or the Nuffield. Usually the admin trail works very smoothly. Cleanliness The carpet in the waiting area is dirty and is covered in tea/coffee stains. There were pubic hairs on the toilet seat in one of the toilets by the waiting area. Not great at all. Waiting Time I am a private patient and I usually use the Spire in Bristol or the Nuffield, which run to time. My appointment for an injection was 30minutes late. Unacceptable. Staff To be fair, some of the staff are lovely. But some of the staff are downright rude. When I went to speak to one of the receptionists after waiting for my appointment for over 20minutes, I simply asked to check that I was on the system. The answer "yes". Oh I said, it's just that I haven't been called yet. Is there a delay? The answer "yes" - and a roll of the eyes to say "yes and your problem with that is??" I have to have another appointment at some point, so let's hope that my next experience is better.

Mr Stelios Myriknas

Obstetrician & Gynaecologist

I had my TAC stitch placed by the wonderful Mr Stelios at Chelsea and Westminster Hospital in May 2021, following a self‑referral I made the previous December. From the very beginning, Mr Stelios was exceptional. He explained every aspect of the procedure, including all risks and next steps, with such clarity and compassion. During the surgery, he also removed some scarring from my uterus. What truly set him apart was how far he went beyond his formal responsibilities. He personally communicated with my IVF consultant at another hospital to discuss the potential risks of a twin pregnancy, ensuring that every decision was made with my safety in mind. Thanks to IVF, I became pregnant with my daughter in October 2022. Mr Stelios also fitted my occlusion stitch after my 12‑week scan and continued as my consultant throughout the pregnancy, right up to the successful delivery of my daughter in June 2026. He is an incredibly talented surgeon, a brilliant communicator, and genuinely an angel for anyone facing infertility challenges. If it weren’t for him, we would not have become parents.

The Royal Free London Private Patients Unit

Breast Surgery, Ear Nose & Throat Surgery (ENT/Otolaryngology), + 18 more

Nurses and clinicians very friendly and made the experience much more bearable (Dom, Karen, Svetlana and Maria - thank you!) Main issue with my experience was inability to get basic medication required for pain relief post-surgery. Was told my procedure would be finished and we could leave around noon. But my pain medication (codeine and paracetamol, so nothing complicated!) had to be couriered from a local pharmacy. We waited over 4 hours for it to arrive and it never came. In the meantime my numbing had worn off and I was in a lot of pain - my partner had to go and ask the nurses if there was any spare codeine I could have while I waited. We eventually gave up and went home after many hours wasted, and had to pay for a private prescription at a pharmacy near home. Appreciate delay was with pharmacy and nurses did their best to get updates, but this system is not working.

Mr Kailas Munot

General Surgeon

I was a more complex patient for Mr Munot than usual and I had a consultation with Mr Munot where I was advised that he can definitely do the surgery but we’re not sure how the results will look and we probably won’t be able to get much implants in as it was for bilateral breast augmentation. However, once we booked surgery and went ahead etc I came out of surgery being told we could put a lot more then expected in and we think it’s gone really well so I was incredibly happy and reassured. 2 weeks later during the follow up I’m incredibly happy with the results so far and so was Mr Munot and also surprised with no creases etc from the incision due to the complexity of myself. No where near over the recovery yet or healing but so far so good and any concerns I’ve had mr Munot has responded asap which is really reassuring.

Mr Tahir Mahmud

Orthopaedic Surgeon

I am incredibly happy and grateful for my surgeon’s reconstruction of my revision ACL and bone graft. From the first consultation to recovery, the care, precision, and confidence he showed made a huge difference in my healing and peace of mind. My knee feels stronger every day, my mobility is returning, and I trust the work that was done. It actually feels better than my first surgery I had 5 years ago with another surgeon. Less painful too. The results have exceeded my expectations, and I truly appreciate the skill and dedication that went into my surgery. I am very excited to know I will be able to ski again next year after a period of rehabilitation. I am beyond grateful to Mr Mahmud. I wish him all the best for the future. A truly skilled and competent Surgeon.

Professor Ramia Mokbel

Dermatologist

I did not have a great experience at my consultation with Dr Ramia Mokbel. The consultation was very rushed- 10 minutes, then I was passed on to talk with a nurse ( speak to the nurse for a £300 consultation!!!!) , as Dr Mokbrl was rushing between patients in various rooms. Dr Mokbel was not keen on history taking, I felt she was dismissive of whatever I was saying and she did not even have a close look at my skin ; but just from across her desk. Dr Mokbel only recommended a treatment costing over £2000, which I was later warned that it is CONTRAINDICATED for me as I have Aspitin ( salicylates) allergy!! I was never sent any cliic lettr or written plan after my consultation. Definetly would not recommend Dr Mokbel to others.

Optegra Eye Hospital Hampshire

Ophthalmology

Pleasant waiting area with self-service drinks available. Within an hour you are called and escorted into the preparation/recovery room where you are prepared for the operation and the procedure is explained including a visit from the surgeon to check if you have any questions. The operation takes place in the adjacent theatre where again efforts are made to keep you informed as to what’s happening and before you know it you are escorted back to your recovery area for water and a biscuit. Staff were pleasant and attentive at all times. Once thoroughly checked out you return to the waiting area to be collected by your escort who has already been called to say your are ready for collection. I was back home within 2 hours

Ms Jihène El Kafsi

General Surgeon

I attended a consultation today and was seen extremely quickly, which I was very grateful for. This was largely due to Lisa, the secretary, who recognised the extreme pain I was in and responded with real compassion, kindness, and a can-do attitude. Her understanding and efficiency made it possible for me to be seen so promptly. The consultation with Ms El Kafsi was excellent. She took the time to explain the medical procedure thoroughly and clearly, and I never felt rushed. She was reassuring, professional, and made sure I fully understood everything and had the opportunity to ask questions. Overall, my experience was extremely positive and I felt very well cared for from start to finish.

Mourne Private Clinic

Dietitian, Imaging (Scans), + 3 more

We first went 4 years ago with our first son and had 4 scans. We are pregnant again and just had our final scan which would be our 3rd/4th this pregnancy and every time we go the ladies are just a pleasure. So kind, so thorough and just lovely lovely people. We had Lisa today asked she is so nice, patient and a lovely person. There is usually a young girl at reception who is lovely but today there was a different lady who possibly was having a bad day as she was not welcoming not friendly. Possibly didn’t want to be at work and she had the impression she couldn’t be bothered. But it wouldn’t stop me from going as everyone else is always great

One Ashford Hospital

Audiology, Cardiology, + 22 more

Bit offended by dr Basu. Loved the sound of his own voice, kept butting in when I was trying to explain things. Granted I'm overweight but to go straight to pushing weight loss jabs and a gastric sleeve as if I'm not capable of loosing weight and building up my fitness levels on my own (which I've started and as a retired athlete I'm very capable of that commitment) and have to pay for the privilege of his condescending bedside manner. Will go back just to rub his face in it after dropping the weight and then go see another specialist who doesn't see me as a walking paycheck...

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 Mark Farndon

Orthopaedic Surgeon

I contacted Mark for expert advice about ankle fusion verses replacement, to get an independent view as to whether my planned ankle operation was suitable. My contact was at short notice and Mark was able to see me quickly and his PA Michelle was very helpful in setting the appointment up. Mark came highly recommended and provided excellent advice and information on the factors involved, which has provided me with reassurance ahead of the operation. Mark was very professional and at the same time relaxed and friendly, and has helped me ahead of my operation. Many thanks.

Mr Azhar Din

Orthopaedic Surgeon

From the very first meeting with Mr Din I was fully aware of what was going to happen during my procedure and what he wanted to get out of my operation to make my life easier and getting back to Normal life with work and sport. I am overwhelmed of how well the operation went and what I am achieving in such a short space of time and that’s all down to Mr Din. I have friends who are athletes in many sports and I have said if you ever have knee injuries you need to ask for Mr Din because he’s the best out their in my opinion.

Dr. Mary Salazar-Salvia

General Practitioner, Primary Care Doctor

Dr Salvia is very friendly and made me feel comfortable. She didn’t make me feel rushed and set my mind at rest regarding the issues I consulted her about. She recommended a comprehensive blood test when I told her I was taking iron on my own initiative and explained a dizziness problem and took appropriate action regarding a toenail issue. possibly a fungus. (She called me with the blood tests results within 36 hours). To sum up Dr Salvia is very professional and thorough and it was a pleasure to consult with her.

Mr Tim Bracewell-Milnes

Fertility Medicine, Obstetrician & Gynaecologist

Mr Bracewell-Milnes was recommended to us by another doctor for our IVF treatment, and we are so glad he was. After several unsuccessful rounds at another clinic, Tim suggested a different protocol, which resulted in us having several embryos by the end of the cycle—something we had never achieved before. He also was always available for us to ask questions to, which gave us reassurance during a stressful time. We became pregnant from our first transfer. I would highly recommend Mr Bracewell-Milnes to anyone.