Top Doctors

Mark Johnston

5.0

Misbah Shahzeb was very helpful

Mike

1.0

Once again Topdoctors (TD) have failed to answer my very simple questions. What are their doctor accreditation criteria? What do they do with public complaints? What is the overall % of doctors rated 5/4/3/2/1 star? 100/0/0/0/0?? TD claimed that 9 of my comments were ‘defamatory’ (basically the whole review). It can’t be defamatory if it’s true, so Trustpilot to their credit re-instated it fully, in the public interest. That’s the difference. Trustpilot are a reviews website which balances its responsibilities to both businesses and customers. TD try to combine the role of doctors’ club and review website, which is an obvious conflict of interest, so their reviews are worthless. I removed my GP review from TD because they denied my right of reply to the doctor’s misleading comments. When I tried to submit a replacement review, TD denied me this too. They will do everything to preserve doctors’ 5 star ratings. On Trustpilot I can correct TD’s waffle by adding to my review. Trustpilot has credibility, TD doesn’t. Patients can book appointments either through TD or independently. If you book through TD, I believe that you automatically get a code or link which you can use to submit a review after the consultation. If you book independently and then decide to submit a review, you need to ask TD for the code or link and if it’s a critical review, the GP can sit on it and hope you forget. It’s likely that most reviews on TD are submitted by the small number of patients (say 10% at a guess) who booked through TD. Here’s the thing. The doctors know who their TD patients are, so they can play the system by pulling out all the stops and turning on the charm in the hope of a great review. Independent patients, who form the great majority, will get a second class service. Take the doctor who I booked to see independently. She has perfect 5 star reviews from all her TD patients, but regularly gets poor reviews on Google and Trustpilot. Here are a few comments from recent weeks (none of them mine): “This is a review reflecting the poor service received from one specific doctor …. I’ve had a fab service by other doctors at this clinic…. My son was 14 at the time, in serious discomfort and she was extremely cold, inconsiderate and discourteous.” “When I was called in she did not introduce herself, very stand offish and appeared not interested and wanting to hurry up … It has put me off coming back if you are treated like this.” “The GP Dr …. just didn’t seem interested in the end my wife had to Google symptoms in front of the GP and then the GP agreed.” “I was not happy at all of (Dr) ….’s services and atitudine (sic)! I would not recommend her!” I recognise the doctor described above, on Trustpilot and Google, not the one in TD reviews or promotional videos. These are recurring failures of basic attitude, not isolated slips, which I first drew to their attention over a year ago. She is one of only two GPs in her practice who are listed on TD, but she is dragging the practice ratings down. I’m sure that this is not an isolated example. Of course many GPs understand that if you look after ALL your patients, the reviews will look after themselves. If you want excellence in primary care, don’t bother with TD, look for those who are recognised by the Royal College, either by a Fellowship (FRCGP) or the Quality Practice Award (QPA).

Réka Bartók-Nagy

5.0

Everything went well, very good customer care and service.

Nature at Your Door Frank Tayl

5.0

Liana did a great job helping me get situated and signed up with the app. Dr MacKay was awesome...great listener, knowledgeable, competent, reassuring, and superb "bed side manner. I feel very confident in her diagnosis, advice and recommendations!