Sunnybank Medical Centre

Couldn't get through on the phone line

I attempted to contact the practice at opening time but was informed it was closed. When I tried again moments later, I was advised that the telephone lines were experiencing high demand. I have been waiting considerably longer than I would have hoped to secure an appointment.

Reception staff seemed confused about procedures

The practice appears to be poorly managed and disorganised. Staff seemed uncertain about procedures and processes. There was a charge for completing administrative paperwork, which felt inappropriate given current financial pressures. The management team came across as unhelpful and dismissive when approached. A formal complaint has been escalated to the relevant regulatory body. The clinical care experience was disappointing, particularly as appointments have not been conducted in person.

Doctors phoned me back over Christmas

I have attended the practice twice during the Christmas period and also visited A&E on one occasion, but overall the service has been excellent. The clinical team made follow-up calls to me as well, and I have no complaints whatsoever.

Phone queue system needs urgent improvement

I'm experiencing significant difficulty when attempting to contact the practice to arrange an appointment. This morning I spent 45 minutes trying to get through, and repeatedly when I navigated to the appointment options and selected that service, the call would disconnect and indicate the line was busy. Only after 45 minutes did the system finally offer the option to retain my position in a queue, which should have been available immediately rather than after such a lengthy wait. I would strongly suggest reinstating the previous evening online appointment booking system, as it was considerably more convenient than having to ring at 8am and hope to reach someone before all available slots are taken. That said, I must acknowledge that once an appointment is secured, the service provided is excellent, and the staff are consistently professional, friendly and supportive. I recognise the practice is busy and that isn't the concern here. The real issue is the appointment booking process itself. The solution would be to either allow patients to join the queue without delay, restore the online booking option that was previously available, or modify the phone system to allow callers to remain on the line while waiting. I am willing to hold and wait for assistance; my frustration stems from being disconnected repeatedly throughout the 45-minute period.

Quick callback and same-day appointments sorted everything

Excellent experience - I rang for an appointment in the morning and received a callback before 1pm. I was offered an appointment with the nursing team and managed to get seen the same day at 10:15am, and the nurse was wonderful. Following this, I had a doctor's appointment arranged for later that afternoon with a callback received. The doctor was very approachable and supportive, and we agreed on a treatment plan by the end of the consultation with the prescription forwarded to the pharmacy, which I collected before 5pm. Everything was resolved in a single day and I couldn't have asked for a smoother experience. Many thanks to the entire team for their excellent care and support 🙏👏

Management changes made prescription renewals harder

The service has deteriorated significantly since the management change. The handling of medication-related matters and the introduction of new policies has been deeply distressing and has negatively affected my wellbeing considerably. I have great respect for the vast majority of the team, who work diligently under challenging circumstances. However, I feel the management approach and certain reception staff interactions fall short of acceptable standards. The impersonal treatment of patients is unacceptable. The practice should reflect on how it can better serve those who rely on it.

Phone lines consistently busy and hard to reach

To be frank, this has been the poorest medical facility I've experienced. I previously attended a practice in another area which had its shortcomings, but at least the reception staff were accessible by phone. The telephone system here is quite problematic - callers frequently encounter busy signals and disconnections, or are informed that all available slots are booked and instructed to ring back the following morning at a set time. When calls do connect, the system is largely automated, and even when placed in a queue, the likelihood of securing an appointment feels extremely slim. I'm genuinely hopeful that relocating to a different area will provide access to improved healthcare services.

Phone queue waits left us frustrated and exhausted

If anyone is feeling at their lowest point, calling this practice might push them further down! I needed to reach them this morning regarding a family member. On my first attempt, I was told I was first in the queue for a specific department - yet I waited over 25 minutes before giving up. When I called back, I had to endure the same unpleasant automated message again before I could select which department to contact. Then came the music on hold - equally unpleasant - playing repeatedly without variation. This time I tried the main reception line and found myself at number 6 in the queue. Every minute or so, the music would pause and an automated voice would announce whether I'd progressed in the queue, then resume again. After waiting around 20 minutes, I finally spoke to someone who said they would call me back later.

Phone line dropped during call attempt

This practice has been disappointing. I waited considerably longer than expected for someone to respond to my call, and when they eventually answered, there seemed to be communication difficulties on the line. The call was then disconnected, leaving me waiting once again for assistance.

Couldn't get through on the phone

It is extremely difficult to get through to anyone at the practice. While I recognise the current circumstances, this level of accessibility is simply not satisfactory and does not constitute an adequate service.

Struggling to access medical records online

I have spent over two hours attempting to retrieve my medical records through various online platforms without being able to locate them. Despite considering myself fairly competent with internet use, I found the process extremely difficult to navigate. It seems as though accessing these systems requires a level of technical expertise that may not be realistic for average users. Things were considerably more straightforward previously when the practice operated independently. Since the merger with the larger organisation, I have noticed a decline in several aspects of the service.

Phone lines impossible to get through on

If I could rate this practice any lower, I would. Having visited numerous surgeries over the years, this one stands out as particularly disappointing. The primary issue has been the difficulty in making contact—I attempted to reach them multiple times throughout the week without success. On one occasion, I remained on hold for an extended period hoping someone would answer, only to be redirected to voicemail. Another time, I waited on hold for a considerable duration as the first caller in the queue, which seemed unusual given typical call handling practices. When contact was eventually established, I was assured on two separate occasions that a clinician would ring back to discuss a family member's health concerns, but these promised calls never materialised. It is understandable why emergency departments face such significant demand when accessing routine primary care proves this challenging.

Struggling to book appointments through phone lines

I've been attempting to secure an appointment for two weeks now. Each weekday morning after 8 o'clock when I call, I'm informed that all slots are fully booked and asked to try again the following day. It seems unusual that every available appointment would be claimed within twenty minutes of the lines opening, or perhaps there's an alternative booking method I'm unaware of. The clinical staff are friendly and clearly dedicated to their work, and the practice appears to be well-regarded given how consistently busy it remains.

Reception staff were dismissive and lacked privacy measures

The reception team came across as unwelcoming and disorganised. There appears to be a significant privacy concern, as patients needing to speak with receptionists about their visit must do so in a way that is audible to the entire waiting room. The practice seems to have very few visitors, which is unusual. During a recent blood test appointment, the waiting area was notably empty and the reception desk appeared quiet, yet calling the practice typically involves lengthy waits before anyone responds, and obtaining a face-to-face appointment can be difficult. The nursing staff appear to be the most dedicated members of the team. Some of the doctors provide good care, while others seem less engaged with their patients.

Reception staff were kind but doctor unhelpful

I attended an appointment regarding my health concerns and was advised to visit the practice for a check-up. The clinical assessment included taking my blood pressure, and I received a suggestion about dietary intake that I found questionable and unhelpful for my situation. The advice given did not align with what I felt I needed at that time. However, I must say the reception team were genuinely pleasant and welcoming. Overall, I was disappointed with the clinical consultation and felt it fell short of the standard of care I would have expected.

Couldn't get through on the phone

The medical professionals at this practice were not helpful.

Phone queues make booking appointments nearly impossible

Unable to rate any lower than one star. The telephone lines take an extremely long time to get through. The online booking system shows no available slots for the entire six-week window displayed. When calling, you're instructed to try again the following morning at 8am, at which point you encounter the same lengthy process and are told to call back again tomorrow as all same-day appointments have been taken. This approach is problematic for patients who are employed, as the system requires repeated calls during working hours.

Reception staff didn't listen to my questions

The reception team generally falls short of expectations, with staff members either displaying unhelpful demeanor or appearing to rely heavily on scripted responses rather than engaging with individual queries thoughtfully. This practice represents one of the least satisfactory healthcare experiences I have encountered.

Helpful staff made the appointment straightforward

I attend this practice for my regular health monitoring appointments as my previous provider no longer offers this service. The staff members are consistently helpful and courteous.

Phone queue kept cutting me off repeatedly

I've been placed on hold on two separate occasions, with each wait lasting approximately 40 minutes, only to be disconnected just as I reached the front of the queue. This has been incredibly frustrating and unhelpful when attempting to obtain assistance for an elderly family member who requires care. The service experience has been disappointing overall.