Richmond Pharmacology Reviews 13

Simple and easy!

From start to finish the journey has been straight forward and simple.

The reception team are friendly and the clinical teams are well versed with what they are doing. Everything appears to be very procedure driven and runs like clockwork.

The facility itself is clean, well presented and welcoming. The food leaves more to the imagination and is basic but does the job.

The admin teams are quick to reply, although they may not have all the answers they will get back to you.

My 3 monthly trip to Richmond is always very efficient and works as programmes
Hagan James

Please ignore the poor reviews left by some people on here. They are rude, insulting and do not reflect the great work being done at Richmond Pharmacology by the hard working staff and volunteers.
I tell anyone who shows an interest in Richmond how kind and professional the staff are. They work hard to put me at ease each time I visit and they have to be as a collective entity the politest group of people I have had the pleasure to meet.
Their organisation and planning skills are well honed to ensure my visits run like clockwork. I have never had cause to complain about any financial matters and receive payment promptly and when I was told I would. Any food or accommodation arranged by them on my behalf is always exactly what it is meant to be. The food is very good too!
I cannot speak highly enough of the people I have met at Richmond Pharmacology and the sterling trial work they carry out.

From my fist phone contact, through assessment visits, dosing and follow up visits everyone at Richmond has been open, friendly and highly professional.
They inspire confidence and are very happy to answer questions.

I’ve only had positive experiences every time I’ve been at the clinic. I had a 4 night stay when I was given the trial medication which I was looked after extremely well, and my follow up visits have all been good. Friendly and professional staff, good communication before visits, and phone calls if I’ve been unwell (not due to medication!) I would recommend them. Also I do not underestimate the fact that I’ve been able to trial ground breaking medicine for my condition

I would say the process to get into a trial is quite frustrating. There is issues with miscommunication by the staff. Meaning lengthy wait times due to this. People saying they will get back to you and just leave you.
Then when you give access to you GP record, they seem to have issues with this. One minute saying it’s ok, then asking again for consent when you are already given it to them.

There is also confusion about the dates of the trial, and they change without proper communication. When you have to book time off from work and then a change happens and you don’t get properly informed it creates problems.

Also when scheduling other appointments, times get told to you when in fact they are the wrong times/dates. For example bank holidays.

Waiting for information that gets sent last minute. Or even receiving wrong information can get frustrating.

My first time on the ward when I was needing to give a liver sample. I didn’t get given any food when I arrived before 12 noon, and only was given dinner around 8/9. I had asked many times for a hot drink which was not given to me. I only got a hot drink around dinner time myself after repeatably asking for the hot water to be topped up.

There were also staff that were really moody and had attitude. They didn’t seem happy to be there, and that transferred to how I and other patients were treated.

I was told I couldn’t use my toiletries I had bought, and their products caused me irritation and red rashes. I did mention this but, got told that’s all that I could use. Which was frustrating. There should be more options or checks on what the patient brings in to use.

I would also like to pass on feedback from my 2nd stay this week.

I find it extremely hard to sleep on the ward due to noises including loud snoring from other patients. Is there anything that can be done to help patients cope with this?

I had an urgent GP call me whilst on the ward, I needed to speak to them, so I went into the small break out area for 15 minutes to speak confidentially. Two male staff members were rude to me about having to stay in bed. I had my feet up and was not moving in the sitting position whilst on the call. After I told these staff members it was an important call, they still was rude to me. There was no need for this.

Also, my machine I had attached to me kept not working, and I had my digital devices taken away from me. Even though other people on the trial next to me had theirs on and using. Me male staff members was very rude in their attitude and how they spoke to me. I said it is probably the wires needing changing multiple times. It was only within the last hour that they changed the wires, which sorted the problem out. I feel staff should not take their frustrations out on the patients.

Last time I brought the issues up about the products that you have for patients to use to have a shower and shampoo. It’s very contradictory that we can bring toiletries in but, then get them taken away and we get told we can only use their items.
Twice now, I have had a reaction to your products. Itchy and red patches. There should be someone asking this question about allergies and reactions. Also there should be a way where someone can bring and use their own products in to use, even if they are checked for ingredients that may affect the trial.

I would also like to ask that the hot drinks are kept on top of, as there is always a lack of these, including the biscuits. There is always no hot water and milk. And when we ask, it does not get replaced. It is not just me but, others as well that see this as a basic need to be able to have a hot drink.

The meals that I have had have been not good. Also, I mentioned that I don’t like a lot of things, but I don’t get any option to have anything different. So the two visits I have had, I have been hungry due to lack of choice. I am not the only one who has raised this issue.

Staff attitude when having to ask them to unlock the toilets and issue. I have a bladder issue as one of my medical issues. Because I don’t have the freedom to use the toilet when I want without having to ask. I feel that I shouldn’t be made to feel guilty asking to go when it is a basic need of being human.

I would like to mention that a staff member Alisha is amazing, her patient service is exceptional. If more of the staff looked to her, I am sure what’s going on her patient care would be a lot better.

Apologies for mentioning the above. But I feel it’s important to be honest. Please pass on my feedback without giving my name so it stays anonymous.

Excellent staff , the research coordinators are brilliant at what they do .
Medical team ( doctors , staff , & the helpers ) are so very caring & always show outstanding care towards the volunteers on admissions & otherwise .
I highly recommend & endorse the volunteer experience under Richmond pharmacology & it is my absolute pleasure & privilege to be able to help their scientific research efforts . Thank you

I'm so happy this place found me they have made me a happy me have a trail is always a scary thing but the staff made me comfortable and talk me though it every step off the way if u ever think of have a trail 100% use Richmond u won't regret it

I would like to raise a complaint regarding my recent experience with Richmond Pharmacology.

I initially contacted their team in February to express interest in participating in one of your clinical trials. During this process, I completed a phone screening with a lovely lady where I answered all relevant medical questions. Following this, I provided consent for them to contact my GP and access my medical records.

At a later stage, I was informed by the lovely lady that my medical records had been received and that everything was in place. I was told that whenever I was ready, I could proceed with booking into a trial. I was also given potential dates in April, as I was unavailable during February and March.

Based on this information, I confirmed my availability and was advised to call back to secure a booking. I therefore requested and received approval for time off work.

However, when I contacted their team again on Monday to finalise the booking, I was told by another associate (Julia) that I needed to provide consent for my medical records again, which I found confusing as this had already been done.

The following day, I received an email stating that it would not be possible to book me in after a review of my medical records. This is particularly frustrating, as I had previously been told that they received my medicals records already. That my medical records were on their system already and that I could proceed with booking whenever I was ready.

It appears that there is a lack of clear communication and internal coordination. I understand that there is a need for a medical review by a doctor before confirming eligibility. But, by telling me that we already have your medicals records in your system that you just need to book you in, I thought that they already checked my eligibility and so on and determined that I would be eligible for the trial. While I understand that a doctor must review medical records before confirming eligibility, I was given misleading information that led me to believe this process had already been completed.I know that I would have to attend a pre-trial testing where they check if you have drugs on the system, check your urine and so on. I know all of this because I’m a blood donor. I even stopped donated blood because of this trials.

As a result of this misinformation, I booked annual leave unnecessarily.

I was later told that my ineligibility may be due to medication I take. I only mediation that I take is for migraines (such as Anadin Extra and other occasional medication that I take just occasionally when I have migraines as I don’t take them every single day. Only when I have migraines!). I fully understand and accept if this affects my eligibility: me taking pills for migraines occasionally. However, my concern is not the decision itself, but the process and the misleading information I was given. Apparently the doctor only check your eligibility when they book you in on the system. So you book in and then the doctor go to access your medical records to check eligibility at the same time.

Additionally, when I requested to speak with a manager, I was told this was not necessary by Julia. That she understood how I felts, but that it was an unnecessary thing to do. When I eventually spoke with a manager (Amina), I felt that my concerns were not taken seriously, and there was little understanding of the inconvenience caused. She was very full of herself! She told me that she didn’t see any problem. I hope both ladies never are put in such a situation. Good luck for them. I think the company is in good hands.

Overall, I am very disappointed with the level of customer service and communication. I would strongly recommend that in future, participants are clearly informed and please if you want to participate don’t book any time off when they tell you to the just call to booked you in.

This experience has resulted in a significant waste of my time and annual leave. Yes, because now I book holidays for nothing! Don’t waste your time.

Completely agree with the last review. Unprofessional from start to finish, from initial phone call though to donation on the day and even further to still non payment of travel expenses. Not a patch on other research companies. Look elsewhere. Do not use.

Do not bother with this company. Came for a screening trial in November, was told payment would be made within 21 days. No payment made so I called and was told to wait agin until the 9th of January. Again nothing. Every time I call to chase this they say everyone is busy and they will get back to me but never do. Bunch of scam artists.

They promised to pay me the travelling expense in 21 days but 1 month passed, no matter how you contact them they did not reply and money did not go to you

After submitting a complaint, they have issue me the expenses thank you

Clinical research is a good thing generally, but these people are terrible. These awful people are always looking for an excuse not to pay people who have earned it by participating in research and will lie to protect themselves. It's ridiculous attitude that tarnishes their brand image and people's trust. Avoid it if you can.