Sudbury & Alperton Medical Centre

Couldn't get past the reception desk

Simply disappointing. Among the poorest experiences I've had. Multiple aspects of this practice fell short of expectations and I remain surprised by its continued operation. I departed quite some time ago, yet continue to hear unfavourable accounts from others regarding their experiences there.

Helpful support with diet and health concerns

The clinician I saw was very kind and proved helpful with my concerns as I was struggling with my diet and health matters. I was frustrated by my work schedule as it couldn't fit with my daily routine. I was facing difficult times managing work alongside my health concerns. But now with the help of the clinician I saw, I feel confident my issues will be resolved. Many thanks to all the staff and special thanks to the clinician who saw me. God bless you. I would like to recommend my GP practice to other people as well.

Long phone queues and unavailable appointments frustrate

The service at this branch is deeply disappointing. I am fortunate to use a different surgery and therefore have a basis for comparison. I need to contact this medical centre when arranging appointments for my parents. Today I waited on hold for over an hour before speaking to someone, only to be told I would receive a callback that never came. The previous day I spent 40 minutes on hold, and when I finally got through, I was informed there were no available appointments. Every time I have called, I have experienced hold times of at least 40 minutes. The automated message suggests that online booking is available, but this does not match my experience - there are consistently no online appointments to book. The operational systems at this surgery appear to be under strain, with very tight appointment scheduling and what seems to be a stressed receptionist team. While I recognise that receptionists work in a challenging role, the staff at this location have not been particularly courteous or accommodating during my interactions. I struggle to see how someone who is unwell and in distress would manage to navigate this experience. I would urge the surgery to review and improve these systems. I believe this would benefit everyone involved, including the staff members themselves.

Phone queues dropped my appointment twice

I would like to start by saying yes, we all do understand the current circumstances and everything. Now let me share my experience. I have been registered with the practice for a couple of years now but have never needed to contact them until recently. I recently developed an infection that required medical assessment. I attended the practice on a weekday morning at opening time, however I was turned away without being seen and was instructed to call to arrange an appointment. I understand the pressures the service is under, but I proceeded to call the number. After waiting approximately an hour, I reached the front of the queue. The call disconnected. On my second attempt, after another 40-45 minutes of waiting, I was able to speak with reception staff. I was offered a telephone consultation appointment for the same day, which seemed promising. Several hours later, I received a call to inform me that the practice was too busy and that they would contact me the following day instead. The next day, I was called again to be told that my telephone appointment had been postponed by several days. Fortunately, my situation was not urgent. What I would like to understand is: what is the purpose of having a GP practice if they are unable to provide assistance when you need it?

Long waits on the phone queue frustrated me

The service fell short of professional standards. I contacted the practice yesterday regarding chest discomfort after waiting approximately 55 minutes in the telephone queue, only to be told no appointments were available. When I called back this morning around 08:30, I again waited nearly 60 minutes before receiving an automated message stating they could not take my call and asking me to ring back later, at which point the line disconnected. The reception staff handling my calls appeared inadequately trained for their role. This has been my worst experience with a general practice in the area. I would rate this zero stars.

Reception staff handled query without hassle

RECEPTIONIST AT ONE LOCATION, EVENING APPOINTMENT. Excellent service provided. I wish the reception staff at another location were as professional and efficient. My query was handled promptly and without any complications whatsoever. This is someone worth retaining!

Couldn't get urgent appointment when needed

The service was extremely disappointing. There appeared to be a significant shortage of available appointments, and when I contacted the practice regarding an urgent health concern, I was informed that the earliest possible appointment might be several days away. This conflicted with guidance I had received from another NHS service, which indicated I should be seen the same day. I would rate this experience far lower if the rating system permitted it.

Receptionists unhelpful, booking takes hours

The first star reflects my experience with the clinical staff, while the second acknowledges difficulties with reception services, who sometimes struggle to provide clear answers. I have considered changing practices, but the alternative options available to my family are operated by the same organisation, which means I feel unable to switch providers. The appointment booking system is extremely challenging. Calls typically take 45 to 60 minutes to connect, with repetitive automated messaging throughout. The process requires significant time commitment, and callback times are determined by the practice with no guarantee of when contact will be made. Recently, I booked an appointment for my young child and requested a specialist referral. I was advised to complete a course of medication first, then told a blood test would be necessary. When I asked for a referral for this test, I was informed that one would not be provided as the results were expected to be negative, making a referral unnecessary. When I insisted on specialist assessment, I was told that the clinician I was speaking with was not my child's regular doctor, and therefore could not process the referral. Upon requesting my child's assigned doctor's details, I was given this information but discovered I cannot actually book appointments with that specific clinician through the practice—only with whoever happens to be available. The previous week, I attended an appointment for my child that resulted in a test being recommended. The clinician indicated they would contact me within two days, but I have not received this callback. Today I made multiple calls to the practice, each involving approximately 45 minutes of waiting time. A receptionist sent me a link to download an application for booking appointments with my assigned doctor. However, this application only facilitates paid consultations and cannot be used to book standard GP appointments, which feels like an attempt to encourage purchasing additional services. I am deeply distressed while writing this. I feel disrespected by the treatment I have received as a patient and taxpayer. Since 2015, I have received inconsistent information and poor support. I have ongoing health concerns that remain undiagnosed, and I have never received written communication regarding test results or investigations into my symptoms. My child has been experiencing respiratory issues and developing joint concerns, yet the clinicians I have consulted have not taken these seriously enough to arrange appropriate imaging. My child's recurring joint problems are worsening, and I feel my concerns are not being taken seriously. I would welcome information on how to lodge a formal complaint about these experiences.

Long waits and impossible appointment booking

This practice provides a disappointing experience. The service quality is poor, with significant staffing shortages that make it difficult to secure appointments. Wait times are excessive, often extending well beyond scheduled appointment slots. The overall standard of care falls short of expectations and raises concerns about the practice's ability to serve patients effectively.

Long phone queues and unhelpful staff experience

This practice has been a disappointing experience. The staff members were unhelpful and discourteous throughout my interactions. I spent a considerable amount of time on hold initially, only to have my call disconnected unexpectedly without explanation. When I attempted to reach them again, I waited an extended period before being informed that the practice was not currently accepting appointments.

Struggling to get appointments when needed

I'm unsure why obtaining an appointment at this practice is so difficult. The service appears to be consistently at capacity and overbooked, yet it seems the NHS has not implemented solutions to better manage patient flow or redistribute cases more effectively. Having contributed through NHS fees and taxes, I feel patients should not have to endure such extended waiting periods or receive inadequate support. It's genuinely disheartening to witness individuals waiting and struggling simply for the opportunity to have a brief consultation with a healthcare professional.

Repeated appointment booking failures frustrate patient

This surgery has been disorganised during the recent restrictions. They appear to be attributing many issues to the pandemic situation and are not seeing patients at the premises. Despite this, they continue to struggle with providing available appointments. I have experienced multiple appointment scheduling problems on several occasions. I am considering escalating my concerns to the relevant local authority.

Reception refused to help during medical emergency

The level of care provided fell short of expectations during a recent incident. A family member experienced a fall in close proximity to the surgery while we were travelling nearby. As she was also a registered patient at this practice, I sought assistance as I believed she had sustained a significant injury. However, the staff member at the entrance declined to open the door to provide medical support, arrange an ambulance, or offer any assistance whatsoever. I was deeply disappointed by this response and felt let down that a patient of advanced age would be treated in this manner.

Reception staff were unhelpful and dismissive

I have been a patient at this surgery for approximately a decade and now feel able to share my experience. Some of the clinical staff have been exceptionally pleasant and helpful. However, I have found other members of the clinical team to be dismissive and unprepared during consultations, and I have subsequently needed to seek clarification from other practitioners. The reception team has been particularly disappointing, displaying what I consider to be poor communication skills and a lack of courtesy towards patients.

Practice closure left patients without proper care

The practice has remained closed since March 2020, which is disappointing given that it should serve as the main point of contact for healthcare. Remote consultations do not provide the same quality of care as in-person appointments. There are concerns about the efficient use of public funding when clinical staff are working remotely. It is worrying that some patients may not receive timely diagnoses for serious health issues as a result. This situation is deeply frustrating.

Long wait for an appointment slot

It takes a considerable amount of time to secure an appointment.

Phone keeps disconnecting, receptionists ignore calls

I have been a patient at this practice for over 10 years and I am concerned that despite numerous negative reviews, there appears to be little effort to address the issues that patients experience here. The standard of care does not meet what I would expect. On one occasion when I called to book an appointment, the line kept dropping. When I visited in person to call again, I observed the reception staff appeared to be taking a break rather than attending to incoming calls. During another visit to request a repeat prescription, a member of reception asked me a personal health question in a loud voice. I felt uncomfortable as other patients in the waiting area could easily overhear this conversation. The recurring difficulties include lengthy phone queues and calls being disconnected without explanation. Additionally, I have found the reception staff to be short-tempered when answering phones, and my overall experience visiting the practice has left me feeling unwelcome. I do want to acknowledge that one member of the nursing team has provided excellent care and demonstrates genuine commitment to their role.

Phone queue frustration makes booking impossible

I have experienced significant difficulties when attempting to contact the practice by telephone. On multiple occasions, I have waited for extended periods in the queue only to be disconnected before reaching anyone. Over the past couple of weeks, I have been unable to secure either an in-person appointment or a telephone consultation despite repeated attempts. The reception staff responses have felt limited and inflexible, with little acknowledgment of the challenges faced by working patients who require timely solutions. I was consistently advised to try calling back the following day.

Phone staff were unhelpful and dismissive

The receptionist who answered the phone was quite abrupt. It seems that essential workers are not the only ones facing challenges during this difficult period. My husband has been working throughout the pandemic, using public transport daily and working in a shared office space with many colleagues at his workplace, yet when he required assistance from this GP practice, he was unable to obtain it. The staff members on the phone were unhelpful and dismissive. This experience was very disappointing. The service fell short of expectations.

Opening times don't match what's advertised

The published opening hours appear to need updating. There is no clinical staff availability after 1230. Calling when you need care is not an option, as appointments must be booked well in advance for any day. This seems like an impractical arrangement.