Sunnybank Medical Centre

Patient Experience Summary

Feedback on this practice reflects a mixed experience with significant access challenges alongside pockets of positive clinical care. The most consistent concern across reviews relates to appointment availability and telephone access, with patients reporting lengthy waits to reach the practice, difficulty securing timely appointments, and frustration with booking systems that frequently show no availability. Reception experience emerges as a key issue, with some patients describing staff as unwelcoming, dismissive, or unhelpful, though others have found them courteous and professional. Communication difficulties extend beyond reception to include medication management problems, with reports of items removed from repeat prescriptions without notification and gaps in access to essential medications.

Where patients do access clinical care, responses are more positive. Many describe professional, attentive clinicians who demonstrate genuine engagement with health concerns, provide reassurance, and deliver responsive care. The nursing team and phlebotomists receive consistent praise for their supportive approach. However, service quality appears inconsistent, with some patients experiencing excellent care while others report dismissive clinicians or inadequate clinical assessments. Recent system changes, including new appointment booking processes and the introduction of assessment forms that determine which healthcare professional patients see, have generated frustration about inflexibility and loss of continuity. Several patients note a perceived decline in service standards over time, particularly following management changes or practice mergers.