Sunnybank Medical Centre

Rushed appointment left problems unresolved

I attended an appointment with a clinician I hadn't met previously, who was unfamiliar with my medical background and appeared to rely on reading information from their computer system. After addressing one concern, I was advised to schedule a separate appointment for my other issue, as there wasn't sufficient time available during that visit. I found this frustrating to hear. A previous clinician at the practice always seemed to make time for me and I was able to see them consistently, but unfortunately they are no longer there. I'm quite disappointed by this change, particularly as I've been a patient at this practice for quite some time.

Friendly reception staff made me feel welcome

The staff demonstrated a welcoming and courteous manner.

Confusing booking system makes appointments unnecessarily difficult

I found the appointment booking process extremely frustrating. I needed a medication review and was required to complete a survey first. Since I only needed a telephone consultation, I had to book an appointment online and then call the surgery to request it be changed to a phone call. However, telephone appointments cannot be booked directly through the online system. This seems like an unnecessary complication - the option to book a telephone appointment should be available on the survey form itself. Additionally, I felt the reception staff were somewhat short with me when I called to make changes. The overall system feels inefficient and could be significantly improved.

Felt genuinely listened to and cared for

Absolutely fabulous service. The clinician I saw went above and beyond, providing what felt like traditional, attentive patient care with health as the clear priority. Thank you. All the team members were polite and professional.

Staff were warm and really listened

The healthcare professionals I encountered were friendly, attentive, and provided suitable information throughout my visit.

Repeated cancellations with no priority rebooking

Disappointing experience. Appointments are frequently cancelled shortly before they are scheduled, with various explanations provided. When cancellations occur, there appears to be limited urgency in rescheduling, resulting in substantial waiting periods for the next available slot. If you require medical attention, you may want to consider alternative healthcare providers.

Impossible to get appointments when needed

I have found my experience with this surgery deeply frustrating. Since joining just over a week ago, I have attempted daily to secure an appointment with a clinician without success. It is unclear whether adequate staffing is in place. After six years as a patient, the situation appears to have deteriorated further, which I did not believe possible. Beyond the significant difficulty in obtaining timely appointments, there have been issues with medication dispensing. I have experienced gaps of two days without essential pain relief medication. This has been extremely disappointing. The problems have continued. Over the past eight weeks, there have been repeated medication errors, and I feel my health conditions have worsened as a result. I believe this decline is directly linked to these service failures. Based on my experience, I would caution others considering this practice. At 51 years old, I have never encountered a medical service that has fallen so short of expectations.

Booking system takes time to figure out

Straightforward once you understand the system. Being in my eighties meant it took me a while to get the hang of things, though others might find it challenging too.

Frustrating system barriers despite helpful staff

I have no concerns regarding the staff or the service provided. My main frustration relates to the IT systems provider, who appears to oversee the operations. All processes must be routed through their platform, which typically involves responding to numerous questions before making progress. This approach seems designed primarily for data collection purposes by the systems provider.

Helpful support during a difficult time

It's unfortunate to see predominantly negative feedback, though it's worth noting that people tend to share their experiences when they're dissatisfied. I've been attending this practice for several years since relocating back to my hometown, and the team has been exceptionally supportive in assisting me with emotional wellbeing matters. I'm genuinely grateful for the care I've received.

Reception staff interrupted and didn't listen properly

I found the reception experience quite disappointing. Some staff members came across as curt and would cut me off mid-sentence rather than allowing me to fully explain my concerns, which made it difficult for them to accurately record the details for the clinical team. Having worked in a similar healthcare setting myself, I recognise that managing call volumes can be challenging, but taking time to listen properly is essential for preventing misunderstandings and ensuring accurate information is passed on. I've had several negative interactions with reception staff who seemed dismissive and unhelpful, both over the phone and in person. On one occasion, when I politely asked for directions to the facilities while accompanied by my children, I felt the response was unnecessarily sharp and caused me embarrassment in front of other patients. Overall, it was a frustrating experience.

New appointment system makes waits unbearable

This practice was previously an excellent choice for healthcare, but the experience has significantly deteriorated. The current appointment scheduling system is deeply frustrating. Patients are now facing waits of up to two days before being able to see a clinician, which is longer than typical emergency department waiting times. The situation feels quite disappointing and exasperating.

Long wait times and poor communication

Poor experience with the service provided.

New booking system doesn't match patient needs

The team members are accommodating and supportive. However, the recently implemented system is quite problematic. Patients are required to complete a form that determines which healthcare professional they will see, rather than being able to request a specific type of practitioner. In this instance, a patient seeking advice about pain management was directed to see a physiotherapist instead of a GP, which meant they did not receive the medication-based support they were looking for. The preference would be to return to the previous arrangement where patients could simply ring up and book an appointment directly with the healthcare professional they need, rather than having an assessment form dictate their appointment allocation.

Impossible to book appointments, but staff care made a difference

This practice was once excellent, but has declined significantly. I have been unable to secure an appointment despite experiencing ongoing discomfort. Update the following day: After posting this review, I was unaware that a member of the reception team had noted my details and was attempting to contact me. This staff member was exceptionally helpful and successfully arranged an appointment for me. Given my background in customer service and brand representation, I found this person to be genuinely caring and committed to patient wellbeing. I would recommend requesting this team member when contacting the practice.

Website opening hours didn't match reality

The practice's website indicated it was open, however when I contacted them by telephone, this did not appear to be the case.

Helpful and considerate from start to finish

I have found no issues with my experience at this practice, as all staff members have demonstrated helpfulness and thoughtfulness throughout my visits.

Reception staff could've been warmer

The reception experience was not particularly warm or inviting.

Medication removed without warning or appointments

The practice has on two occasions removed items from my repeat prescription list without notification, preventing me from being able to request them. This included an essential respiratory medication on one occasion. The issue only becomes apparent when attempting to place an order, at which point I am advised to book an appointment, though none are available. This has resulted in periods without access to necessary medication. This situation is deeply unsatisfactory.

Easier to book appointments than before

The medical professionals here are excellent, and the team has consistently demonstrated helpfulness and friendliness. Compared to my previous practice, scheduling appointments is considerably more straightforward.