Suttons Avenue Surgery

Appointment cancellations and unhelpful reception staff

I have found this practice to be deeply unsatisfactory. Appointments are frequently cancelled, which has been frustrating. The reception staff often seem to discourage patients from using the service and instead direct them elsewhere. Obtaining an appointment typically requires a considerable wait. Overall, I feel the practice is poorly organised and managed.

Quick appointments and friendly staff throughout

The entire team here provided a warm and competent experience. Booking an appointment was a straightforward and prompt process.

Staff dismissive and argumentative during appointments

This has been the poorest healthcare experience I have encountered. The service was deeply unsatisfactory and fell well short of expected standards. I felt repeatedly overlooked, disregarded and that assessments were inaccurate regarding my family member's condition. During one appointment, there was a concerning phone call beforehand questioning whether the visit was genuinely necessary, with the impression that the clinician was keen to leave early. When we attended, the approach was dismissive and confrontational from the outset. My family member requested a medication that had previously been effective, but was told it would not be suitable. Their input was disregarded and contradicted. Only when the matter was pressed further was there agreement that the original medication was indeed appropriate. The entire consultation lasted approximately five minutes before we were asked to leave. This was extremely disappointing. The apparent lack of attentiveness and priority meant my family member remained without proper treatment and a clear diagnosis for an extended period, ultimately resulting in a serious ongoing health condition. This occurred despite multiple emergency department attendances that the practice was aware of. There was also a significant delay in obtaining a medical certificate, which eventually arrived via text message only after numerous follow-up attempts through various channels. The reception team interactions were unhelpful and dismissive, with an apparent lack of engagement with their role and the people they serve. There appeared to be no genuine concern for patient wellbeing or professional commitment throughout the practice. I would advise others to seek care elsewhere.

Receptionists too nosey, prescriptions never sent through

I would advise against using this practice due to concerns about their approach to patient care and wellbeing. I experienced what felt like a lack of proper attention to health concerns, with medication being offered as the primary solution for various issues. Sadly, I lost a family member and felt their condition was not adequately recognised or addressed by the practice. The reception staff seemed overly intrusive, prioritising questions about appointment reasons rather than simply facilitating bookings. The clinical staff appeared to rely heavily on prescribing medication, sometimes at levels that seemed excessive, and there were instances where prescriptions were not properly processed for collection at the pharmacy, creating additional frustration. Overall, I felt the practice demonstrated a lack of genuine care and concern for patient outcomes and family circumstances. I would recommend exploring alternative healthcare providers.

Long waits make appointments hard to get

I have been registered with this practice for nearly a decade. Initially, I found it to be a good surgery and was satisfied with the care I received. However, since the pandemic, the quality of service has declined significantly. Appointment availability has become extremely limited, with waiting times that feel unreasonably long. The staff interactions have been disappointing, particularly with reception staff who I found to be unhelpful and dismissive. I feel the standard of service has fallen considerably compared to my earlier experiences with the practice.

Friendly staff who respect your appointment time

The team here consistently demonstrates a welcoming and supportive approach, and they manage to keep to their scheduled appointment slots effectively.

Impossible to book an appointment here

The standard of care at this practice is disappointing. Obtaining an appointment presents significant difficulties, and there are occasions when the surgery operates with limited clinical staff availability.

Reception staff didn't follow through on promises

Managed to secure an urgent appointment when required, which was positive initially. However, I cannot recommend this practice. The reception team appears inconsistent in following through on commitments made during interactions, resulting in the need for repeated follow-ups and having to reiterate requests multiple times. There seems to be a lack of accountability among some staff members, and the manner of communication from certain team members was perceived as discourteous.

Long wait for appointment after tests

My husband underwent some routine investigations several weeks ago and is unable to secure an appointment to discuss the results, whether by telephone or in person, for a considerable time ahead. The waiting period from the time of the tests to the available appointment slot is lengthy. It appears that appointment availability is consistently limited, with waits extending well beyond what many would consider reasonable. This situation is frustrating.

Friendly staff made me feel welcome

Excellent team members who were welcoming and provided great assistance.

Reception staff dismissed urgent baby concern

Extremely disappointing experience. Attended with a very young infant who had a concerning physical issue causing significant swelling. The clinical staff declined to examine the child. The reception staff member displayed an unhelpful manner and appeared indifferent to the situation. This fell well short of the standard of care expected from the local healthcare service. It is difficult to understand why someone in a patient-facing role would continue in the position if they lack genuine concern for those seeking help.

Early morning call left unattended without warning

I had a telephone consultation scheduled for between 9-10 according to the information I received. The surgery called me at 7:25 in the morning, which I was unable to answer as I hadn't been expecting a call at that time. When I rang back, the receptionist suggested there had been confusion about the appointment window and stated that such times shouldn't have been communicated in that way. After this, I was placed on hold for over 30 minutes before the call unexpectedly disconnected. This appears to be a pattern, as the surgery has previously put me on hold and then ended calls, which feels like a way to avoid addressing concerns. I found the receptionist's manner somewhat dismissive and lacking in warmth. It seemed as though she was not engaged with her role, which unfortunately affected the quality of service provided. Others have also mentioned feeling that the receptionist could have been more understanding and supportive. In contrast, when I contacted the other service to arrange the consultation, they were considerably more attentive and helpful throughout the process.

Reception staff made us feel unwelcome

My family has been registered with this practice for over 30 years. In recent times, the reception staff have not provided the level of service we would expect, and they do not seem to prioritise patient care as much as we would hope. I would recommend considering other options.

Reception dismissed my health concerns too quickly

I experienced a serious respiratory illness last year and had difficulty breathing. After several months of feeling dismissed by the medical team at this surgery, I decided to seek private healthcare. A private consultant provided me with a diagnosis following this consultation. I felt that my concerns were not adequately addressed during my time at this practice, and I did not feel the level of care met my expectations. I have since initiated a formal complaints procedure regarding my experience. Should the outcome of this process support my concerns, I am considering further action.

Long wait times and poor communication here

If you prioritize your wellbeing and want to receive care from a qualified healthcare provider, this practice may not meet your expectations.

Reception staff lacked compassion during emergency call

I would like to express my frustration and disappointment regarding what I experienced as a lack of compassion and professionalism during a telephone interaction this morning. I have been experiencing pain and discomfort for several days, which worsened significantly overnight to the point where I struggled to sleep. This morning I called to request an emergency appointment, which was a first for me during my time as a patient at this practice. The receptionist arranged for the doctor to contact me later to confirm the appointment. I made arrangements to be available and took time off work to ensure I could receive the call. I kept my phone with me throughout the day. When the call came through, I was outside and ran inside to answer, but by the time I reached the phone, the caller had disconnected. I immediately called back and explained the situation to the receptionist. The response I received was that I needed to keep the phone in my hands at all times. Given that I had already taken time off work specifically to be available, this comment felt dismissive of my efforts. When I asked whether the doctor would call back, I was told that this could not be guaranteed and that the receptionist could only pass on the message that I had called. I believe that compassion and understanding are fundamental when supporting someone who is unwell and anxious. In this instance, I felt that these qualities were absent from the interaction.

Staff were polite and genuinely helpful

The team demonstrated courtesy and a willingness to assist.

Dismissive approach left me seeking care elsewhere

I am currently transferring to a different practice. I feel that the clinical staff here do not seem sufficiently engaged and tend to provide generic reassurance without thorough investigation. My young daughter experienced a respiratory condition that was causing her significant distress. The clinician offered reassurance that it would resolve naturally. I sought a second opinion and was advised to administer a specific treatment, following which my daughter showed marked improvement and became noticeably more comfortable. A similar situation occurred several months later when I brought my daughter back with another respiratory illness that appeared to be deteriorating. Again, I received reassurance without further assessment or intervention. I feel that the approach here is overly dismissive of patient concerns, regardless of severity. The one aspect of the practice I will genuinely miss is the support staff member who has been consistently excellent and caring.

Friendly staff and attentive long-term care

The medical professionals here are excellent, and the team members are welcoming and supportive. I would say they are among the finest practitioners I have encountered. One particular clinician has provided me with outstanding care over an extended period, and I have no complaints whatsoever about their service.

Helpful support when I needed it

I appreciate the assistance I received during my visit today.