Sunnybank Medical Centre

Long wait times but staff were polite

The service provided reflects what one might anticipate from this type of healthcare setting, though expectations regarding quality of care may not always be fully met.

Clean surgery and welcoming reception staff put mind at ease

When joining a new medical practice, it can be unsettling to encounter unfavourable feedback online. However, I chose to visit the surgery in person to assess the facilities and gauge the standard of service when enquiring about registration. I was pleased to find the premises to be bright, spacious and well-maintained. The front desk staff demonstrated professionalism, expertise, efficiency, dedication and courtesy. Following my interaction with them, I felt confident in becoming a patient at the practice. The surgery is particularly convenient for my needs, as they offer screening appropriate to my age group and provide comprehensive health monitoring services including relevant specialist checks. I attended recently for a routine health assessment and blood work. I was attended to by a practice nurse and was once again impressed by the quality of care, as I had been by the reception staff on my initial visit. This positive experience motivated me to share this genuine review, hoping it may reassure others who might have concerns about the practice.

Receptionist didn't listen to symptoms properly

The reception staff seemed unhelpful and lacking in knowledge. I was particularly disappointed with the clinical assessment provided, as what was initially identified as one condition was later found to be something more serious. The overall experience fell short of expectations.

Frustrated by repeated referrals elsewhere

I have now been recommended twice by my healthcare provider to seek treatment elsewhere for minor procedures, including removal of a medical device and drainage of a cyst. Whether intentional or not, I am becoming increasingly frustrated with the limited availability at this practice and what feels like an unwillingness to deliver appropriate care. The one positive experience has been with the phlebotomist who takes my blood samples and consistently makes the appointment as comfortable as possible.

Received appointment reminder for unknown practice

Received an appointment reminder for the following day without having scheduled any appointment myself. I'm uncertain about the purpose of this reminder, haven't had any prior communication with the practice, and this isn't my regular healthcare provider. Additionally, the location doesn't match where I'm based. I'm confused about how this situation occurred and feel frustrated that the appointment system may not be functioning as intended.

Felt listened to and reassured at appointment

My experience was positive as the healthcare professional addressed all of my concerns and provided reassurance throughout the appointment. I appreciated the thorough approach taken to help ease my worries.

Helpful practitioner who called early and listened

I've recently been in contact with an advanced practitioner regarding blood pressure concerns. They demonstrated genuine understanding and invested time in carefully explaining the issue and the necessary steps for resolution. On both occasions, the appointments commenced ahead of the scheduled time. I would gladly recommend this practitioner for any future healthcare needs. The service was notably professional and approachable.

Small practice with friendly reception staff

A compact general practice that operates as part of a broader primary care network.

Felt listened to and genuinely cared for

I recently visited the practice and had a wonderful experience with the healthcare professional I saw. They were exceptionally kind, courteous, and demonstrated genuine care throughout the appointment. I wanted to share my positive feedback about this visit. :)

Struggling to book appointments by phone

It is consistently difficult to reach the practice or secure an appointment slot.

Reception staff ask too many unnecessary questions

This practice has significant shortcomings that have affected my experience. The reception team, while trained in their role, request extensive information about health concerns but lack the ability to resolve issues, leading to repetition when speaking with clinical staff. Access to the practice by phone appears challenging, with what seems to be limited availability to answer incoming calls. The practice appears to struggle with managing its patient population effectively, and it seems the expansion to multiple locations may not have been matched with adequate resources to deliver the level of service expected.

Reception staff seemed disorganised and unhelpful

The receptionist demonstrated a lack of competence that raised concerns about the quality of staff employed at the practice. Running any healthcare service effectively requires capable personnel, and this interaction fell short of that standard.

Receptionists made booking straightforward and friendly

I have been attending this practice for more than a decade and a half. The reception team consistently demonstrates excellent service, displaying courtesy and a genuine willingness to assist patients with their needs.

Reception staff made getting an appointment difficult

The reception staff can be unwelcoming, and waiting times for phone consultations are extremely lengthy, often resulting in calls being disconnected before reaching anyone. However, there are positive aspects to the practice, particularly the phlebotomist who is warm and supportive, and several of the clinical staff members who are pleasant. The main frustration is the difficulty in actually accessing appointments due to challenges at the reception desk.

Emergency appointments came through when I needed them

I have nothing but positive feedback to share about this practice. I was initially hesitant about registering due to negative reviews I had encountered, but following recommendations from a local community group, I decided to proceed anyway and I'm genuinely pleased I made that decision. I've experienced no difficulties obtaining urgent appointments when required. The online appointment system has been excellent! The responses are prompt and constructive, and I've found it beneficial to communicate concerns in writing, which allows me to express myself more clearly, particularly when feeling unwell or anxious about health matters. Recently, the practice referred me to an out of hours respiratory service at another local facility when I was struggling with a respiratory condition during an acute illness. The care I received was outstanding. The clinician was exceptional. I felt heard, comfortable and departed with genuine satisfaction regarding the support provided. All of the clinical staff I've encountered at this practice have been approachable and professional, as have the administrative team. Thank you for delivering excellent care.

Reception staff gave misleading answers about availability

I raised a complaint with the practice, but found the management team difficult to reach. When I called reception, I was repeatedly told that the relevant manager was unavailable, despite having observed them at the practice on multiple occasions. The response to my complaint came well after the stated deadline, and I felt the content was unsatisfactory. I requested a meeting in accordance with NHS procedures, but this was declined, and I was instead offered to speak with another staff member. I am aware of other complaints made to the practice, and it appears that accountability is rarely acknowledged. I was also concerned about guidance I received regarding medication management, which seemed to contradict advice from my consultant. My overall experience suggests that seeking care elsewhere may be advisable if you are looking for a more responsive service.

Couldn't get through on the phone line

I have had a very poor experience attempting to book an appointment. Despite making numerous calls at the earliest available time, I was unable to get through to the surgery.

Impossible to reach by phone

It is extremely challenging to reach the practice by telephone, as calls tend to go unanswered regardless of the time of day.

Practice dismisses concerns and refers everything to A&E

This practice appears dismissive and unhelpful, with a tendency to direct patients to emergency services rather than providing care. During difficult weather conditions, when attempting to obtain basic medical supplies and medication from nearby facilities, the practice suggested attending accident and emergency for a matter that clearly did not warrant such intervention. This approach seems to reflect a lack of willingness to engage with patient needs and contributes to unnecessary pressure on emergency departments. The experience suggests this may not be a reliable choice for primary care.

Receptionist unhelpful with appointment booking rules

My visit to this practice today was disappointing. I found the reception staff to be unwelcoming and unhelpful in addressing my needs. The appointment booking system appears inflexible and difficult to navigate, particularly for those managing ongoing health conditions. I felt frustrated by the lack of accommodation for my circumstances.