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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.

Hormone Health

General Practice (GP), Obstetrics & Gynaecology

When booking the consultation with Nick Panay, the earliest available date was 2 months in advance. I was required to pay the full £395 under pressure at time, being told that the consultation would be lost unless I paid by 5pm. My understanding that this appointment would be for specialist, in-depth input tailored to a complex clinical history. Given that context, I was disappointed that the consultation felt limited to a reiteration of guideline-based recommendations, with little opportunity to explore causation, individual nuance, or the specific questions I had prepared. At several points during the consultation, I felt that my questions were closed down rather than explored, and the overall tone felt more directive than supportive. Given my long and complex medical history, I had hoped for a more compassionate and collaborative approach. Instead, I left the consultation feeling unheard and dismissed, which was distressing. I had hoped for greater depth and collaborative discussion, particularly in light of the significant upfront cost. I was given no additional value beyond what I already knew and was told in any case, that I required a further consultation to finalise a treatment plan. I have been in contact with the practice and explained that the consultation did not meet the reasonable expectations set by the cost, structure, or positioning of this service. I appreciate that since, I have received a considered response from the Practice Manager and the consultation and fee are being reviewed.

Miss Elaine Scott

Obstetrician & Gynaecologist

I would like to express my deepest gratitude and admiration for Miss Elaine Scott, who has been an exceptional gynecologist and obstetrician throughout one of the most important journeys of our lives. I was under Miss Elaine Scott’s care even before pregnancy, when my husband and I were just starting to plan it. From the very beginning, she guided us with great care, clarity, and professionalism. She then managed my entire pregnancy and delivery, and on December 19th, under her calm guidance and outstanding expertise, our first child — a healthy baby boy — was safely born. Miss Elaine Scott is a true professional. From the first appointment to the moment we held our son in our arms, we felt 100% trust in her knowledge, experience, and decisions. Her approach made this journey not only safe, but also peaceful and reassuring. What could have been stressful instead became a beautiful, calm experience that lasted more than a year — all thanks to her attentive and compassionate care. I would also like to warmly mention her assistant Lucia, who was equally attentive, friendly, responsive, and always ready to answer any questions. Her support and positive attitude made every interaction even more pleasant. If we are blessed to have another child in the future, there is absolutely no doubt — we would choose Miss Elaine Scott again without hesitation. This was a truly wonderful journey in the most caring and professional hands. Highly recommended from the bottom of our hearts.

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.

Moorfields Private Eye Hospital

Ophthalmology

After extensive research, my husband and I agreed that Vincenzo Maurino was the best person to perform our lens replacement surgery. We felt comfortable right from the initial consultation and knew we had made the right decision. Andrew was very warm and welcoming and explained everything to us clearly about appointments and payments. Mr Maurino took time to advise us on the best treatment and lenses to suit our individual needs. We were tested thoroughly by Mr Maurino’s excellent team. At no time did we feel under pressure to commit; however, we were so impressed with everything that we were anxious to book our procedures straight away. On the day of our surgeries, we arrived at Moorfields and were greeted by wonderful nurses who took great care of us. Mr Maurino talked us through the process both before and during surgery. Everything was very efficient, quick, and painless. We have no hesitation in recommending Mr Maurino and staff; in fact, we have already passed on Mr Maurino’s details to friends and family who are now looking to book. A massive thank you to the whole team for an excellent service. We are delighted and grateful for the life-changing experience and having 20/20 vision for the first time in our lives.

Unblocked Thinking

Coaching

I began working with Jo shortly after receiving my autism diagnosis at the age of 45. At the time, I was already an experienced practitioner, but I was navigating a new understanding of myself while continuing to work at a high professional level. Jo’s mentoring was genuinely transformative. Through her insight, strategies, and lived understanding, Jo helped me to recognise who I am, clearly identify my strengths, and understand that I am not deficient. She supported me in developing the confidence and language to advocate for myself, to understand the reasonable adjustments I was entitled to, and, crucially, how to ask for them effectively. The impact of Jo’s work with me went far beyond personal insight. By applying the strategies and approaches she shared, I not only progressed professionally; I was promoted first to a senior role and then to Service Lead. Jo helped me align my authentic self with my professional practice, strengthening both my leadership and my effectiveness. Jo’s mentoring has had a lasting impact on my confidence, my career, and my sense of self. Her support was empowering, affirming, and deeply respectful, and I cannot overstate the value of what she helped me achieve.

Mr Benjamin Jones

Fertility Medicine, Obstetrician & Gynaecologist

Dr Ben and the Lister team were amazing in every single way. We started our IVF journey at another large London clinic on Harley Street and did not have a great experience. After that we changed clinics to the Lister hospital and Dr Bens care and wished we had done it sooner. Dr Ben listened to our wishes and concerns, and took them into consideration, whilst always focusing on the best outcome for us. He is extremely knowledgeable and we trusted him and his expertise completely. One thing that also made a huge difference to our patient experience was that Dr Ben was always available for any questions and would answer them himself and almost always immediately or within a few hours, depending on his time. At the clinic we were before, we never saw the same consultant, the plan of care felt very much like a standard protocol rather than tailored to the patient and answers to questions where hard to come by outside of appointments. Our son Alexander was born healthy at the end of 2025 and we could not be more grateful to Dr Ben and the whole Lister Team!

Mr Matthew Liew

Urologist

I was referred for Holip surgery by my NHS consultant in Oct 24 as I was self catheterising 4 times daily. In June 25 I was called for a pre-op. Previously I had researched what was involved and sought out private surgery options. By September having heard nothing further from the NHS only that I was still on 'The List' I phoned Spire Manchester. Meeting with Mr Liew a week later I was confident I had made to right decision .Aware I had a huge prostate 240gms that needed surgery I decided there and then to go ahead and received surgery a few weeks later. At age 79 it was the best money I have ever spent. Quickly back on my feet,I was home two days later and soon driving once more. Quite different from the recovery from my Terps prostate op seven years earlier. I found the whole experience very professional and have no hesitancy in recommending Mr Liew at Spire whatsoever if you are in the situation in which I found myself.

HCA Healthcare UK The Harley Street Clinic

Breast Surgery, Cardiology, + 9 more

I’m grateful to Mr. Tsepov, Vicky, Nadia, and the full medical team for the care I received across my surgeries. From the first consultation to post-op support, I felt looked after in a steady, consistent way. Mr. Tsepov explained the plan clearly, set realistic expectations, and answered my questions without rushing. His calm and confident manner helped me feel safe, especially during moments where I felt anxious. Vicky, the nurse, was outstanding. She was attentive, warm, and reassuring. She noticed what I needed and acted quickly. That kind of care matters when you feel vulnerable. Nadia, Mr. Tsepov’s PA, was organised and responsive. Communication was clear and quick, and the admin side ran smoothly. That reduced stress at a time when I had limited energy. Thank you to everyone involved. I felt respected, listened to, and cared for as a whole person, not a task.

Dr Ahmad Khwanda

Cardiologist

Since February 2025, I have been under the care of Dr Ahmad Khwanda at The Princess Royal University Hospital and would like to express my sincere gratitude for his exceptional professionalism. Dr Ahmad Khwanda is an extremely attentive, highly qualified, and clinically thoughtful physician, thorough in every aspect of his work. He not only accurately diagnosed anemia of chronic disease — a condition that had previously been overlooked and even denied — but also manages my primary cardiological condition with great competence, prescribing appropriate investigations and the correct treatment. His overall clinical approach fully aligns with the most up-to-date international guidelines. Thanks to the treatment he prescribed, I feel well and my health condition has significantly improved. I sincerely recommend Dr Ahmad Khwanda as a highly professional cardiologist.

Queen Square Imaging Centre

Diagnostic Pathway – Cardiac, Imaging (Scans), + 3 more

Arrived fifteen minutes before the agreed appointment time as requested. Waited a further 20 minutes before being taken into the pre Investigation booth. Advised to remove certain clothing and jewellery which I did. Ifudbt catch what the nurse ? Assistant quite says as she spoke so quickly. A reversed to this a that. I waited in the booty a further 10 -15 minutes. I opened the door. No one around. I went back into reception as I didn’t know where I should be. Wondering whether I should have returned to the reception. An assistant checked my details. Then a further assistant arrived and took me back to the booth. Scan itself. Could not understand the therapist heard part but again so quick. But held in there. Need more clarity clearer instructions. Speak slowly.

Fitzrovia Hospital

Cardiology, Gastroenterology, + 4 more

I came in today for surgery feeling incredibly nervous after a bad experience on the NHS previously, all I can say is I am so impressed with how different the process has been with the team today. Everyone from reception to the nurses to the anesthesiologist and of course Mr Banwell were genuinely fantastic and I can’t thank them enough. No question or ask was too much, I truly felt genuine care and warmth from all the staff. They checked on me regularly, reassured me constantly. My pain has been managed incredibly well and Mr Banwell’s precision has most definitely aided this too. I can’t be more grateful for everyone that cared for me today, Thank you all so much.

Miss Sarah Burton

General Surgeon

I selected Miss Burton to perform my operation by reading her reviews, which were outstanding. She lived up to the praise given in her reviews. She exuded confidence, friendliness and care and from our first meeting both my wife and I knew we had made the right choice. My operation was explained thoroughly, she made me feel relaxed and cared for. Post operation she was wonderful, making sure all was ok and that my needs were being looked after by the staff. A wonderful, caring professional who inspires confidence. I would highly recommend this surgeon. Thank you for making my operation as good as it possibly could get.

Dr Shakil Rahman

Respiratory Doctor

I have been a patient of Dr Rahman for over 20 years. He always takes time to see one and one never feels rushed. He explain's your condition and treatment. Although I have seen Dr Rahman due to a respiratory condition he takes a holistic approach and has saved my life when I had kidney failure and a rare auto immune illness. I have the utmost respect for Dr Rahman and have been so lucky to have him treat me. I would highly recommend Dr Rahman to anyone. I should also add his PA Emma is also exceptional and she has helped me dealing with hospitals and my medical insurers.

Santis Health - Prostate Cancer Clinic

Urology

Prof Chris Eden was all that I had been led to believe, understanding and sympathetic but wholly focused and professional. He explained the process and outlined the risks of the proposed surgery in clear layman's language that I could understand.. He did not sugar the pill! He carefully reviewed my medical history and identified several issues upon which he has requested additional investigation. I came away totally confident not only in his personal ability but also in the decisions that I have now made regarding my treatment plan. First impressions are very good.

Spire Cambridge Lea Hospital

Breast Surgery, Ear Nose & Throat Surgery (ENT/Otolaryngology), + 19 more

No problems with check in or with the meeting with Mr Krkovic. However the hospital is showing signs of neglect. The loo in the corridor outside Trinity Suite had no paper towels and and a completely overflowed waste bin. The coffee machine in Trinity was broken in October and is still broken in January. The former quite serious, the latter not serious but to be not fixed over so many months suggests neglect and that always raises the possibility that things I can't see are also neglected. SIte management needs shake-up.