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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SB

Swapnil B. Google one year ago

Rating

Excellent!

Reliable medical practice with friendly and efficient staff

We've been patients at this medical practice for nearly a decade. We've observed a consistent enhancement in both the general practitioners and support staff throughout the years. The appointment scheduling operates efficiently, and while some typical NHS frustrations persist, the team manages things well if you're savvy about navigating the system!

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BB

Becky B. Google one year ago

Rating

Excellent!

Exceptional care and compassion from medical professionals

Exceptional medical procedure, consistently compassionate and supportive. They truly embody the best of our national healthcare system.

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YW

Yr W. Google one year ago

Rating

Excellent!

Wonderful care from start to finish

The staff at the front desk and the physician were incredibly understanding and supportive throughout my visit. I truly appreciate their kindness!

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RW

Richard W. Google one year ago

Rating

Excellent!

Exceptional care and swift medical support

I went to the medical facility with my health concern. Immediately, steps were taken to delve deeper into my issue. As per usual, I experienced top-tier care from the physician (Dr. Pardhanani on this occasion) and the front desk team. Once more, I extend my sincere gratitude.

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TT

Thu T. Google one year ago

Rating

Excellent!

Compassionate care from an exceptional nurse

During my recent visit to get my yearly vaccination and diabetes health assessment, I met with Practice Nurse Suzanne. The appointment was excellent. As always, Suzanne demonstrated her trademark professionalism, expertise, thoroughness, and compassionate approach. I am grateful for her care.

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RG

Ralph G. Google one year ago

Rating

Excellent!

Fantastic care from a top-notch medical team

I'm absolutely thrilled with my decision to join the patient roster at Mulgrave Road Surgery. Dr. Z. was simply exceptional and truly outstanding. Moreover, every single member of the support team demonstrated remarkable helpfulness and genuine compassion. Without a doubt, this practice fully merits its perfect 5-star rating. A heartfelt embrace and sincere appreciation from a deeply thankful 'senior gentleman'.

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LC

Liguang C. Google one year ago

Rating

Excellent!

Exceptional care from a top-notch medical professional

Dr. Pardhanani consistently delivers exceptional, top-tier medical service with utmost professionalism.

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SI

Sammi I. Google one year ago

Rating

Excellent!

Compassionate nurse made my son's shots painless

The healthcare professional was warm and welcoming. She helped my son through his vaccinations, making him feel comfortable and relaxed during the process.

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CC

Chang C. Google one year ago

Rating

Excellent!

Life-changing guidance from an exceptional doctor

I'm grateful to Dr. Pardhanani for guiding me towards a healthier approach to managing my high cholesterol. I appreciate how attentively he listened to my concerns and provided comprehensive, thorough responses to all of my questions.

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RJ

R J. Google one year ago

Rating

Excellent!

Quick scheduling with caring doctor

Prompt and responsive scheduling. I booked an appointment through their website and was able to get seen the very next day. Dr. Pardhanani demonstrated a welcoming demeanor and maintained a high level of professional conduct.

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TS

Tooraj S. Google one year ago

Rating

Excellent!

Compassionate doctor who truly listens and cares

Dr. Pardahanani consistently delivers outstanding medical treatment whenever I seek his guidance. He carefully listens to my concerns, provides clear explanations, and offers insightful recommendations, always ensuring appropriate follow-up actions. The level of professional care he delivers is exceptional, and I wholeheartedly endorse him to anyone looking for a compassionate and thorough healthcare provider.

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AC

Arthur C. Google one year ago

Rating

Average!

Quick help and compassionate medical service

Swift handling of my phone inquiry with empathetic attention to my issue. Managed to schedule a convenient follow-up visit within 24 hours.

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OA

Oluwaseun A. Google one year ago

Rating

Excellent!

Friendly service makes shopping a delight

The personnel here are absolutely delightful.

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CW

Cheryl W. Google one year ago

Rating

Excellent!

Responsive doctor with exceptional patient care

I sent in my blood pressure readings and was promptly contacted by Dr. O'Sullivan, who carefully went over my treatment plan and listened attentively to any questions or worries I had.

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SS

Susan S. Google one year ago

Rating

Excellent!

Efficient and friendly service saved the day

Appreciate the outstanding support and prompt assistance. The team was incredibly helpful and responsive, making the entire experience smooth and pleasant.

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NP

Neerja P. Google one year ago

Rating

Excellent!

Fantastic healthcare team at local medical practice

Mulgrave Road Surgery consistently delivers top-notch healthcare services! The entire team, from the welcoming front desk staff to the skilled nurses and knowledgeable doctors, is exceptional.

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NL

Natalie L. Google one year ago

Rating

Bad!

Booking nightmare ruins patient's healthcare experience

Absolutely dreadful appointment scheduling Extremely frustrating attempting to secure a booking early in the morning, repeatedly failing and causing additional stress. I'm definitively going to find another healthcare provider.

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MT

Marjan T. Google one year ago

Rating

Excellent!

Compassionate care with expert guidance and support

My consultation with Dr. Ajit was truly exceptional. He recommended an X-ray and shared instructional videos demonstrating therapeutic movements to assist me in alleviating my discomfort.

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FR

Frances R. Google one year ago

Rating

Excellent!

Efficient healthcare with quick and helpful service

I was impressed by the seamless process of reaching out to the medical clinic. After describing my concern through a provided link, I received a same-day appointment in a remarkably quick timeframe. Much appreciation for their efficient service.

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PH

Phoebe H. Google one year ago

Rating

Bad!

Terrible medical experience that left me traumatized

Appalling treatment. Utterly contemptuous medical staff who completely disregard patient concerns. Steer clear at all costs!

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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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