Sorrel Bank Medical Practice

Poor service by the administration team and poor care. You d

Two years ago my mother sadly passed away. Before this happened, we repeatedly tried to arrange a home visit from a doctor because she was too unwell to leave the house. However, because she was not listed on the surgery’s system as “bed bound”, we were unable to get the support and care she needed. This ultimately resulted in her being admitted to hospital, where she later lost her life. I understand my mother was seriously ill, but the lack of compassion, understanding, and support we experienced from the surgery at that time was extremely upsetting. I considered making a formal complaint then but decided against it. Unfortunately, a very similar situation has now happened with my father. Last week he was suffering from pneumonia and again was unable to leave the house, yet we struggled to get the support and care he needed. It feels as though the system and administration process create barriers rather than helping vulnerable elderly patients. The administration team in particular have made my father feel alienated on several occasions. One example was when my mother was still alive and my father attended the surgery to collect a prescription. He was made to wait for around three hours and did not receive it until 4:50pm, leaving him only 10 minutes to get to the chemist before it closed. Situations like this caused unnecessary stress and anxiety for both of my parents. I have also since discovered that my father’s last pneumonia vaccination was in 2011. Again, this raises concerns about administration, communication, and patient follow-up for elderly and vulnerable patients. I appreciate how pressured the NHS is and understand that staff work under difficult conditions. However, basic compassion, communication, and common-sense care should never be overlooked. I would also like to know what the formal complaints process is, because at this stage I believe there needs to be accountability and improvements made so other families do not go through similar experiences.

Felt genuinely heard during appointment

I had an excellent experience with the locum clinician I saw recently. They took the time to really listen to my concerns, didn't rush the appointment, and made me feel genuinely heard and understood. They explained everything clearly, showed real empathy, and involved me in the discussion about my care. It's rare to leave an appointment feeling so reassured and supported. I'm very grateful for their professionalism and kindness.

Clinic was closed with no warning or support

I had an imaging appointment scheduled for a Sunday morning at a consulting facility located behind a medical practice. I adhered to all the preparatory requirements meticulously. I woke early to consume the specified amount of fluid as instructed and arrived ahead of the scheduled time. However, the facility was not open. I remained at the location until mid-morning, experiencing significant physical discomfort due to the necessary preparation requirements, yet no staff member appeared and no information was communicated to me. I attempted to reach the clinic through the available contact methods: • The telephone line indicated the clinic was closed • Calls connected only to an automated response system • There was no assistance or information available at the venue itself This situation was particularly distressing as I had made childcare arrangements to attend the appointment. Additionally, I subsequently received notification suggesting I had failed to attend, which was inaccurate. This represents more than a simple administrative error — it demonstrates a concerning absence of organisational competence and consideration for patient welfare.

Long phone wait for appointment booking

I've been waiting as the first person in the telephone queue to book an appointment for 40 minutes.

Reception staff dismissive and unhelpful throughout

If I could give this practice a very low rating, I would. After two decades as a patient, I made the decision to leave due to concerns about the standard of care provided. I found it difficult to obtain adequate support for pain management, and experienced frustration when clinical matters were not promptly documented in my records. Some consultations felt dismissive, and I noticed that recommended follow-up appointments did not always materialise as expected. Based on my experience, I would encourage others to carefully consider their options.

Poor communication after blood tests with no results explained

Overall a very disappointing experience. I have since decided to register with a different GP practice in search of improved care. Following some laboratory tests, I was not informed of the outcomes or provided with any clarification regarding what the results meant for my wellbeing. Instead, I simply received a message scheduling me for another test a month later, without any prior conversation, advice, or reassurance. At no stage was I offered an individualised evaluation or asked about my general health habits, eating patterns, or other circumstances that might affect my test outcomes. The approach felt standardised and procedure-focused, rather than adapted to my specific circumstances. This made me feel kept in the dark and excluded from participating in choices concerning my own care. Furthermore, obtaining appointments has proven problematic, with available slots typically several weeks in advance. This makes it difficult to obtain prompt answers or assistance when I need it. As a patient, I would reasonably anticipate transparent dialogue, an understanding of what my results indicate, and some form of individualised support—particularly when additional testing is being scheduled. Being left without information in this manner was disappointing and unsettling. I have had to take matters into my own hands to obtain the information I needed. I would hope the practice might work towards enhancing their communication methods and appointment availability, whilst adopting a more patient-focused approach in the future.

Felt truly listened to during my scan

Thank you so much for conducting my scans today, I really appreciated your understanding and pleasant manner. It was a positive experience with the NHS ❤️

Reception staff blocked complaints and refused appointments

I have had a very frustrating experience at this practice. Many of the clinicians appear dismissive and unhelpful, often refusing to consider referrals when they cannot provide treatment themselves. I found several interactions to be condescending and disrespectful, with my concerns not being taken seriously. The reception team has been particularly problematic. I experienced difficulties when trying to book an appointment, as I was pressed to disclose personal details about my visit and was denied an appointment when I declined to provide this information. When I later questioned what had occurred, I received conflicting accounts from multiple reception staff members about the interaction. There have also been ongoing issues with my medication management. The practice has repeatedly claimed not to have received communications from my specialist mental health service, despite these being sent. This has resulted in gaps in my medication supply and periods where I was prescribed doses that were too low for my needs. The nursing staff have been consistently professional and supportive, and I have no complaints about them. However, this alone has not been sufficient for me to continue with the practice. I would recommend considering alternative GP practices before registering here. I subsequently raised a formal complaint and requested a meeting with the practice management. Despite the practice's initial suggestion that I arrange this appointment, the manager did not provide a response to my concerns.

Delayed results communication needs improvement

A specialist sent correspondence through both email and postal mail with a date from mid-July. After multiple follow-ups, we eventually received the information we were seeking. The overall experience fell short of expectations and was not satisfactory.

Receptionists spoke over me instead of listening

I was registered with this practice for over a year. While I had no issues with the clinician I consulted, I found the reception staff challenging to deal with. Two receptionists in particular seemed dismissive, and on occasions I felt interrupted and not fully heard when trying to communicate. I believe the reception team would benefit from additional training in patient communication and service skills. Since moving to a different practice, I have noticed a marked difference in how I am received at reception, which has been a more positive experience overall.

Communication breakdown left me waiting longer

I contacted the practice over a week ago requesting a letter and was informed that an appointment would be necessary to obtain it. After attending the appointment a week later, I was told by the clinician that they had no record of my request or understanding of why I had come in. It appears there may be gaps in how information is being passed between staff members. I now need to wait a further week to receive the letter.

Doctor listened and made me feel comfortable

I'm giving 5 stars ⭐️ NOT to the surgery itself as it has MANY issues but to a clinician I have seen a couple of times now and have found to be very professional, polite, and traditional in approach. They listened carefully to my health concerns and responded in a professional manner, demonstrating a genuine understanding of my situation. They made me feel very comfortable and I felt like I was being looked after and treated properly, which I HAVE NOT felt like that in a very long time at this surgery. The practice has changed considerably since a previous clinician's departure unfortunately.

Doctor rushed through appointment without proper examination

My husband attended an appointment and noticed that there were consistently long gaps between patients being seen, which he assumed was due to administrative catch-up. However, he observed that note-writing was occurring during his own consultation. My husband required his annual follow-up appointment and needed to discuss two additional health concerns causing him significant discomfort and impacting his daily functioning and sleep. The clinician indicated there was insufficient time to address these matters alongside the primary reason for the visit. What proved particularly distressing was a concerning comment made as my husband was leaving the room regarding potential signs of illness, delivered without any formal examination. This comment deeply affected him, leading to a period of withdrawal and tension at home. The impact on our household was substantial. My husband was reluctant to pursue a formal complaint, feeling that such processes would not be taken seriously or result in meaningful resolution. We have since decided to transfer to a different practice. During the waiting period, other patients also expressed similar frustrations about the quality of care being provided. The practice has experienced a noticeable decline in standards compared to previous years. This incident occurred in March 2025.

Helpful receptionist made booking straightforward

The receptionist was wonderful and incredibly helpful, demonstrating multilingual abilities and a great sense of humour. They provided excellent support and made a significant positive difference to my experience. I would rate them among the best receptionists I have encountered.

Felt genuinely listened to and well cared for

I have consistently received good care at this practice, which stands out positively when compared to the experiences I hear about from other surgeries.

Receptionists work hard to help patients

I can genuinely say that the practice makes a real effort. I have consistently received good service. The reception team works hard to help patients.

Staff rudeness and broken grace time promise

The staff members displayed a lack of courtesy during my visit. Additionally, there was an inconsistency between what was previously communicated regarding arrival procedures and how the situation was actually handled on the day.

Long phone waits and repeated broken promises

Submitted a request for a repeat document on Monday and was informed it would be available by Friday. Upon calling on Friday, I experienced a lengthy wait of around 20 minutes for someone to pick up the phone, during which I overheard staff discussing other patients before the call was disconnected. When I rang back, I was told the document would be ready in the late afternoon, but the call was ended abruptly again. At five o'clock, I was informed that the document would not be ready until Monday instead, as it had only been processed that day. I required the document urgently that day, and now I am concerned about whether it will actually be available by Monday. Overall, this experience fell short of expectations. I have had to wait due to what appears to be incomplete task management, and this has caused me unnecessary worry. The service needs significant improvement.

Patient and polite staff made all the difference

The staff demonstrated considerable patience and courtesy throughout my visit.

Long wait times for scan appointments

The waiting period for the scan appointment was considerably longer than anticipated. It is unreasonable to ask patients to arrive in a particular physical condition and then experience such a significant delay beyond their scheduled time.