Sudbury & Alperton Medical Centre

Long phone queues made appointment booking difficult

This practice has been extremely disappointing. I called at opening time and was put on hold, only to be disconnected when I finally reached the front of the queue. It's unclear how patients are meant to secure appointments through this system. When I attempted to call back, I found myself far down the queue with what appeared to be a lengthy wait ahead. This has been a recurring frustration rather than an isolated incident.

Long wait times and poor communication

This was an extremely disappointing experience. The waiting time was considerably longer than expected, and there were significant delays. The level of service fell short of expectations, and I would recommend others consider alternative options. Very frustrating overall.

Appointments run late and concerns weren't addressed

I have experienced significant concerns with the quality of care at this practice. I would advise caution when attending appointments, as there are frequent delays, with wait times often extending 30 minutes to an hour beyond the scheduled appointment time, which seems excessive given standard NHS appointment allocations. I have been dealing with persistent pain symptoms for several years and felt that my concerns were not adequately addressed. On multiple occasions, I was not referred to specialist services, nor was I provided with guidance on management steps or treatment options. I felt dismissed and left without a clear path forward for managing my condition. In my view, the clinician involved did not demonstrate sufficient understanding of the underlying causes of my symptoms or offer appropriate interventions. I felt that the approach taken was overly simplistic and did not align with established medical knowledge about musculoskeletal issues and the need for structured treatment. Given my professional background, I found this particularly frustrating. There is one clinician at the practice who I found to be knowledgeable and thorough, though unfortunately their availability is limited. Due to my experience, I have decided to leave this practice and pursue private healthcare instead.

Long waits despite arriving early for appointments

I feel that I have experienced unfair treatment during my visits to this practice. On multiple occasions, I have arrived early for my appointments, yet I have observed other patients who arrived after me being seen first, even when the waiting room appeared quiet. I have frequently waited considerably longer than expected, sometimes over an hour, despite there appearing to be several clinicians available. I have noticed that patients of certain backgrounds seem to be called through more promptly than I am. This pattern has occurred repeatedly across my visits. I am concerned that my experience may be influenced by factors beyond clinical need, though I cannot say with certainty what the cause may be.

Hard to book appointments, staff seem disinterested

It is difficult to obtain an appointment at this practice. Additionally, the clinical staff do not appear to demonstrate much engagement with patients. The reception team, however, are pleasant and welcoming.

Booking system keeps dropping calls repeatedly

This has been a frustrating experience. I have been attempting to secure an appointment for an extended period, and on multiple occasions when I have waited in the queue, the call has disconnected just as I was about to speak with someone. When I visited the centre in person, I was informed that appointments were not available or that the earliest slot offered was several weeks away.

Impossible to book appointments around work

It is difficult to secure an appointment at this practice, and the scheduling system does not appear to accommodate those with work commitments.

Difficult to book an appointment here

Obtaining an appointment at this practice is quite challenging, as availability slots appear to be consistently limited. I would not recommend this service based on this experience.

Reception staff made me feel genuinely cared for

I completely agree. The reception team is wonderfully kind and welcoming. There is an older member of staff who is absolutely lovely, and I wish I had asked for their name as they were such a gem. I also had a very positive experience with another staff member who was kind, professional and absolutely fabulous when they saw me during a time when I was experiencing significant discomfort. I would also like to mention another member of the nursing team who demonstrated great skill, compassion and genuine care. I really appreciate these caring and dedicated team members.

Phone queue made me consider A&E instead

The telephone answering system is difficult to navigate. I waited in a queue for an extended period and would have been better served attending an alternative service. It seems inefficient that staff are employed in this capacity.

Reception staff were rude when calling about missed appointment

Thank you so much to the healthcare professional who was wonderful with my baby during the vaccination appointment. The clinician I saw appears competent, but over a four-month period I have made numerous visits to the practice and attended for blood tests, which has been very challenging. I experience significant pain that requires pain relief medication just to manage daily activities. Despite these visits over four months, I have not received a diagnosis or been referred to a specialist. I missed an appointment and received a phone call from reception staff that I felt was handled in an unnecessarily harsh manner. Additionally, I have seen different clinicians throughout my care, which meant having to repeatedly describe my symptoms to each one. I felt that the various clinicians I encountered were reluctant to take responsibility for arranging a specialist referral. Overall, I am disappointed with my experience at this practice and would hesitate to recommend it.

Referral delays left my wife without proper care

My spouse has been experiencing severe discomfort and throughout the months since registering with this practice, has not received an appropriate referral to a specialist. Managing childcare responsibilities alongside this situation has been particularly challenging. I would not recommend this clinic. One member of the nursing staff was excellent and provided great support. However, the receptionists and doctors fell short of expectations.

Staff made me feel unwelcome and spoken down to

Disappointing experience at this practice. The staff came across as dismissive and condescending, which made me feel unwelcome. I'm pleased to have found a different practice that provides a much better standard of care.

Reception gave wrong information about booking appointments

I would give an extra star only because there is one pleasant receptionist and one excellent nurse. I found the rest of the staff rather difficult to work with. I attended an appointment with my mother to see a nurse who wasn't the pleasant one mentioned. The nurse made an assumption about our nationality without asking, and when I corrected them, they struggled with the spelling. I believe making assumptions about someone's background based on appearance can be disrespectful and potentially hurtful. The practice also offers quite limited testing services, with most investigations being referred elsewhere. While it's reasonable that we arrange our own appointments at the other centre, we were initially directed to reception for help with booking, only to discover we needed to do it ourselves. This felt like wasted time and effort. Several months earlier, I brought my son for his first appointment with a clinician. My son has communication difficulties. Within a few minutes of the consultation, the clinician suggested a diagnosis. We have seen various professionals over time, and none have made such a quick assessment, even after multiple sessions, as these evaluations typically take considerable time. I felt this approach wasn't appropriate for a first-time patient. Additionally, we requested a referral that apparently was never submitted. When I followed up a month later because we hadn't heard anything, I learned we weren't even on the waiting list. I hope the practice will improve these areas.

Struggling to get appointments at this practice

A very busy practice where appointments are difficult to obtain, which means patients often need to seek care at alternative locations or hospital services instead.

Couldn't get through on the phone

The experience felt disappointing and unsatisfactory.

Early morning calls get you seen same day

I have been attending this surgery for nearly two decades. The clinical staff demonstrate strong expertise and professionalism. The healthcare professionals I have seen have been attentive and thorough in their approach. The nursing team provides excellent care and the administrative staff are welcoming and supportive. The practice operates at capacity but appointments are available if you contact them early. I feel fortunate to be registered there.

Quick prescription service for busy people

The prescription service operates with impressive speed, which proves invaluable for those managing hectic schedules.

Kept waiting despite arriving early for appointments

I feel that I am being treated unfairly during my visits. I consistently arrive early for my appointments, yet I notice that other patients who arrive after me are seen before me, even when the waiting room appears empty. Despite arriving with plenty of time to spare, I regularly wait for over an hour before being called in, even though there appear to be multiple clinicians available. I have observed that patients from certain backgrounds seem to be prioritised and seen immediately, whereas this does not happen for me. This pattern repeats itself on every visit. I wonder if this might be related to my background. The clinical staff are pleasant and friendly, though I sometimes feel their approach could be more thorough and structured.

Friendly staff who actually listen to you

The reception team consistently demonstrates kindness and helpfulness. The clinical staff are approachable and compassionate, taking time to listen carefully to concerns and showing considerable patience in understanding each patient's needs.