Patient Experience Summary

Patient feedback reveals a sharply divided experience at this practice, with significant challenges in appointment access and reception experience contrasting with consistent praise for clinical care. Many patients report substantial difficulties securing appointments, describing lengthy waits on hold, phone line disconnections, and unresponsive communication when attempting to book. The reception experience emerges as a persistent concern, with multiple accounts of discourteous, dismissive, and unhelpful staff behaviour that has deterred some patients from seeking care.

However, the medical professionals, including doctors and nursing staff, receive widespread recognition for compassionate, attentive, and expert care. Several patients highlight positive experiences with digital booking platforms and same-day appointment availability through online channels. The practice demonstrates capability in responsive communication and supportive care delivery when patients successfully access services, though the booking process itself remains a significant barrier for many seeking treatment.

Appointment

45.23 %
Poor

Reception

42.31 %
Poor

Cleanliness

70.00 %
Great

Care

75.89 %
Great

Respect

48.92 %
Poor

Seen on time

52.15 %
Average

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SW

Sports W. Google 8 months ago

Rating

Excellent!

Amazing service with a smile

The front desk staff was incredibly welcoming, attentive, and quick to assist. I truly appreciate the exceptional customer support and their willingness to help me out!

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MR

Mike R. Google 9 months ago

Rating

Great!

Quick and convenient scheduling solution

Utilized the Accuryx scheduling platform, which functions smoothly, and secured a next-day booking.

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MM

Mohammed M. Google 9 months ago

Rating

Excellent!

Great help when i needed it most

Highly prompt and professional assistance. Much appreciated.

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AW

Alison W. Google 10 months ago

Rating

Excellent!

Speedy service that solved my problem perfectly

Outstanding and swift resolution Much appreciated

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JG

Joe G. Google 10 months ago

Rating

Excellent!

Melissa made my dental extraction a breeze

I underwent a tooth extraction recently with Melissa, and given my extensive history of dental issues and procedures, this experience stood out as exceptionally smooth. The entire process was remarkably serene and comfortable - I hardly noticed any discomfort. Melissa was incredibly supportive and made me feel completely at ease throughout the treatment. Her professional and gentle approach was truly impressive. I'm genuinely grateful for such a positive dental visit.

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SS

Susan S. Google 10 months ago

Rating

Excellent!

Compassionate doctor who truly cares for patients

Dr O'Sullivan consistently provides compassionate, welcoming, and highly competent care. She genuinely demonstrates concern for my aging family member's health and overall welfare. The entire medical staff at the practice are equally supportive and attentive. Much appreciation.

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JW

Julia W. Google 10 months ago

Rating

Excellent!

Compassionate doctor who truly listens and cares

Dr. Pardhanani is absolutely fantastic! My preferred physician. I deeply appreciate how attentive you are and the exceptional assistance, guidance, and compassionate care you consistently provide.

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AP

Acushla P. Google 10 months ago

Rating

Excellent!

Compassionate doctor provides exceptional and personalized care

Dr. O'Sullivan truly stands out, carefully hearing every concern I raised and providing guidance that left me feeling completely at ease and confident in the recommended treatment approach.

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SG

Sarika G. Google 10 months ago

Rating

Excellent!

Compassionate care from an exceptional family doctor

My interaction with my general practitioner was truly exceptional. The doctor displayed remarkable empathy, carefully listened to my medical concerns, and gave me their undivided attention without feeling hurried. I feel incredibly fortunate to have such a caring and skilled healthcare professional managing my well-being. I cannot recommend this physician highly enough!

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JS

Jeff S. Google 10 months ago

Rating

Excellent!

Great team delivers perfect moving solution

Courteous, helpful, and swift assistance from start to finish

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MM

Muzna M. Google 11 months ago

Rating

Excellent!

Compassionate care from start to finish

The administrative staff and physicians here are incredibly supportive and compassionate. They truly understand your circumstances and demonstrate genuine care, going above and beyond to assist you. Much appreciation!

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CT

Chloella T. Google 11 months ago

Rating

Excellent!

Compassionate care that saved my life

Throughout my 32-year association with Mulgrave Road Surgery, I have been consistently impressed by the exceptional care and support provided by everyone here. Despite my complex health challenges, the doctors, nurses, receptionists, and entire staff have always made me feel heard and valued. I want to especially highlight Dr. Pardanani, who was instrumental in supporting my mental health during a particularly difficult period in my late teens. His compassionate guidance was truly life-changing, and I genuinely believe I might not have survived without his help. I am profoundly grateful to every single individual at this surgery who has demonstrated such remarkable kindness, empathy, and dedication to patient care.

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BK

Bazza K. Google 11 months ago

Rating

Excellent!

Compassionate care from an exceptional physician

Dr Pardhanani consistently impresses me with his approachable demeanor, professionalism, and genuine interest in understanding my medical concerns. I feel fortunate to have such a compassionate and attentive physician in my local community.

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LH

Linda H. Google 11 months ago

Rating

Excellent!

Amazing customer support that exceeded expectations

Exceptional customer support with a team that goes above and beyond. The employees were incredibly attentive, quick to assist, and maintained a warm, welcoming demeanor throughout our interaction.

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RM

Ruellen M. Google one year ago

Rating

Great!

Helpful support with a rushed service feeling

Professional service with a slightly rushed approach, giving the impression of wanting to wrap up the interaction quickly

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DL

Dawn L. Google one year ago

Rating

Excellent!

Amazing healthcare experience beyond expectations

Outstanding care that truly exceeded my expectations. The level of service I received was exceptional, leaving me completely satisfied and delighted. A truly content client.

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AR

Alejandrina R. Google one year ago

Rating

Excellent!

Compassionate care from an amazing healthcare hero

Truly remarkable, Caroline embodies the essence of nursing with her compassionate care and extraordinary personal qualities - immense gratitude for her incredible service

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GG

Geraldini G. Google one year ago

Rating

Excellent!

Compassionate care that truly makes a difference

I want to convey my deepest appreciation to Dr. Pardhanani and the wonderful staff at GP Mulgrave Road. The compassionate and attentive care provided for my mother has been absolutely remarkable. Dr. Pardhanani's unwavering commitment, professional approach, and sincere empathy have significantly contributed to her health and comfort. Moreover, I am thoroughly impressed by the kindness and support demonstrated by every member of the team. Each appointment feels comforting due to the incredibly supportive and inviting atmosphere you maintain. My heartfelt thanks to everyone for your outstanding service – your excellence truly stands out!

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JE

Jill E. Google one year ago

Rating

Excellent!

Quick and compassionate medical response

I was genuinely surprised and appreciative when a physician contacted me shortly after my initial call to the medical practice. The doctor effectively addressed my worries regarding a dermatological concern and offered clear, reassuring details that helped calm my anxiety. My sincere gratitude goes out to the medical team.

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JS

Jenny S. Google one year ago

Rating

Excellent!

Exceptional doctor with outstanding patient care

Dr Z is exceptional, undoubtedly the finest general practitioner this clinic has seen in recent years. Her professionalism and meticulous approach were truly remarkable, significantly enhancing the patient experience. Her prompt handling of referrals was outstanding. It's a relief to have her at this practice. Additionally, the new reception team proved to be incredibly supportive and welcoming, a much-needed change. Overall, the improvements have been truly impressive!

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About the GP

  • Verified GP
  • Accepts all feedback, both positive and negative.

Contact Information

  • 020 84073600
  • Mulgrave Road Surgery 48 Mulgrave Road Sutton Surrey SM2 6LX

Patient Experience Summary

Patient feedback reveals a sharply divided experience at this practice, with significant challenges in appointment access and reception experience contrasting with consistent praise for clinical care. Many patients report substantial difficulties securing appointments, describing lengthy waits on hold, phone line disconnections, and unresponsive communication when attempting to book. The reception experience emerges as a persistent concern, with multiple accounts of discourteous, dismissive, and unhelpful staff behaviour that has deterred some patients from seeking care.

However, the medical professionals, including doctors and nursing staff, receive widespread recognition for compassionate, attentive, and expert care. Several patients highlight positive experiences with digital booking platforms and same-day appointment availability through online channels. The practice demonstrates capability in responsive communication and supportive care delivery when patients successfully access services, though the booking process itself remains a significant barrier for many seeking treatment.

Appointment

45.23 %
Poor

Reception

42.31 %
Poor

Cleanliness

70.00 %
Great

Care

75.89 %
Great

Respect

48.92 %
Poor

Seen on time

52.15 %
Average
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