Sorrel Bank Medical Practice

Practice doesn't listen to patient concerns

This practice has declined significantly and does not demonstrate adequate care for patients. My experience with the clinician was disappointing and unhelpful.

Reception staff let patients down repeatedly

The reception team's approach to patient care falls significantly short of expectations. Patients appear to be overlooked by both reception and clinical staff. I have been waiting for test results for several weeks and have been informed of further delays before receiving a clinical consultation. I was advised that a callback would be arranged, but despite contacting the surgery multiple times to confirm, I have not received this call. I am generally easy to reach throughout the day, yet the surgery has been unable to make contact. Appointment availability to see clinical staff is extremely limited, and the surgery often appears understaffed. On one occasion, I was told a prescription was ready for collection, but upon arrival was informed it was not available. Access to the building also presents challenges. The reception and management teams require significant improvement in their service delivery to patients. I have been a patient at this surgery for many years, and the current standard of care is notably worse than previously experienced. The ongoing reference to pandemic-related restrictions as a reason for service limitations is also frustrating.

Reception blocks access to face-to-face appointments

The reception team controls access to appointments quite strictly, making it very difficult to obtain face-to-face consultations even when issues seem unsuitable for telephone assessment. Repeat medications have been discontinued without prior notice, causing interruptions to treatment continuity, and there appears to be limited coordination with other NHS providers regarding integrated care. This practice may not meet expectations for those seeking comprehensive healthcare support.

Friendly reception made the visit pleasant

Excellent

Service has declined since the recent updates

Following recent changes, the experience has become disappointing. Previously I would have rated this practice highly, but unfortunately the standard has declined significantly. The service quality has deteriorated considerably and I am not satisfied with what is being provided.

Rude reception staff made me feel unwelcome

I would not recommend this practice. The staff were unhelpful and discourteous during my visit. The overall experience was disappointing.

Phone lines impossible to get through on

I wish I could give a lower rating. It is extremely difficult to reach this practice by telephone. When contact is made, the staff can be unwelcoming. I have submitted several complaints regarding appointments scheduled for the start of the day, where the clinician has arrived significantly behind schedule. This appears to contribute to the cascading delays affecting subsequent appointments throughout the day. My recommendation would be to consider registering with a different practice. Additionally, the online repeat prescription request system appears to have technical issues. I have attempted multiple times to contact the practice by phone without success.

Felt listened to and well supported

A local practice that my wife attends, and I have accompanied her to appointments. She has seen a healthcare professional there who provided excellent care.

Long phone waits and broken prescription promises

I recently registered with this practice after being with my previous GP for many years. Following my registration, I requested that my prescription be sent to my long-standing local chemist and was assured this would be done electronically. However, my experience since then has been disappointing. When I contacted the practice on the day of my request, I found the receptionist unhelpful and was given a time of 11:30am for the prescription to arrive at my chemist. When I visited at 1:30pm, it had not arrived. I called the practice and waited over 20 minutes before speaking to someone, who then said it would be ready by 3:00pm pending the clinician's signature. At 3:00pm, the prescription still was not at my chemist. After another lengthy wait on the phone, I was told to collect it from the practice's own pharmacy instead. When I questioned this change of plan, as I had been promised it would be faxed to my preferred chemist, the receptionist became defensive. This has been a frustrating experience and has left me with serious concerns about the service provided by this practice.

Helpful staff made the visit straightforward

Excellent facility with a helpful approach and friendly team members.

Knowledgeable and really listened to me

Extremely well-informed and competent. X