Sutherland Lodge Surgery

Disappointing healthcare after four decades of loyalty

I've been a patient at this practice for four decades. Initially, I was quite complimentary about their services, but after more frequent interactions and observing my father's experience with chronic health issues, I've noticed a growing sense of detachment and rigidity. Their operational inefficiency is truly frustrating. It seems they might be overwhelmed by patient volume? I'm actively seeking to transfer to a different medical practice as soon as possible.

Worst restaurant experience ever

Unhelpful employees and terrible customer experience

Terrible waiting times for baby's vaccination clinic

Each visit for our infant's immunization, we consistently arrive punctually, yet the clinic invariably makes us wait an absolute minimum of three-quarters of an hour after our scheduled time. Enduring extended periods in the general practitioner's waiting room with a tiny baby is utterly unbearable.

Horrific surgical nightmare that left me traumatized

Absolutely the most terrible surgical procedure I've ever experienced! I cannot imagine any other surgical intervention being as horrific as this one was!

Terrible healthcare that left me completely disappointed

Undoubtedly the most incompetent medical professionals in the nation.

Terrible medical care avoid this surgery at all costs

Steer clear of this medical practice. They are absolutely terrible to interact with. Their staff shows zero concern for patients and display a shocking lack of professionalism. The reception team appears completely unprepared and incompetent. The physicians are equally disappointing. I was redirected to the emergency room for an ear infection that the doctor couldn't even identify. If you have any alternative options, choose literally any other healthcare provider.

Compassionate care through difficult times at practice

Deeply saddened by Yvonne Wright's passing, as she was truly compassionate. Dr Chowdhury has been incredibly helpful throughout my treatment. I've been fortunate to receive continuous medical attention from him. Pleased that the renovation is now complete. Extending a warm welcome to the new Prime Minister and hoping she adapts smoothly to her role.

Terrible service from unprofessional and unhelpful doctors

I've never encountered a more incompetent medical practice in my life. I've been shuttled back and forth between these incredibly unprofessional doctors and receptionists, enduring their absolute rudeness while suffering intense pain and total confusion about my next steps. They initially advised me to call 111, who then told me to contact my doctors for urgent care and treatment. I followed their instructions immediately, but now they claim I never called and refuse to help me schedule an appointment. I'm at my absolute wit's end, unable to take any more pain relief due to severe allergies, leaving me completely helpless. These doctors desperately need to demonstrate basic human compassion and professional courtesy towards patients, and their reception staff's conduct is utterly unacceptable. The entire atmosphere of this practice is toxic and unbearable 😤

Horrible doctors surgery with no hope of appointment

Absolutely dreadful healthcare service with zero accessibility! Wasted an entire six-hour stint in A&E when a quick doctor consultation could've resolved my issue in mere minutes. Their approach is dismissive, constantly pushing patients to book online without any consideration for those lacking internet connectivity. Despite opening at 8am, calling immediately leaves you buried deep in a queue, and by the time they acknowledge you, all appointment slots are gone. Absolutely unacceptable! I requested a manager callback to discuss my frustrations, and predictably, no one bothered to respond. The NHS is crumbling, with reception staff displaying robotic, unhelpful attitudes, repeatedly parroting the same unhelpful responses. They might as well replace their staff with actual robots! As a taxpayer, I'm absolutely entitled to proper medical care and appointments. Their management should replace these useless reception personnel and ineffective managers with additional doctors, which might actually improve the system and provide the standard of care we all deserve as contributing citizens!

Compassionate care with an exceptional doctor

During my recent consultation with Doctor Chowdhary, I experienced the most enlightening and supportive medical appointment of my life. The doctor displayed remarkable empathy and genuine care, creating an environment where I felt completely at ease and never pressured for time. Additionally, I've observed a significant improvement in the overall demeanor of the clinic's personnel, which was quite different in the past. Whatever transformations they've implemented have been absolutely remarkable, and I'm thoroughly impressed with my experience today - a solid 10/10 rating from me.

Unprofessional medical practice with terrible patient care

Terrible medical practice. They terminate calls when unable to provide satisfactory responses to inquiries. A medical evaluation and correspondence have been lingering with the physician for three weeks, preventing me from receiving essential healthcare treatment. Call wait times escalating to 38 minutes.

Terrible service and uncaring healthcare experience

My interaction with this medical clinic has been thoroughly unsatisfactory. The front desk staff exhibits an unacceptable level of discourtesy, frequently appearing dismissive and, at points, displaying clear discriminatory behavior. The environment suggests unequal patient treatment, creating an atmosphere that is not just unwelcoming but actively discouraging patients from seeking medical attention. Regarding the doctor, consultations feel hurried and perfunctory, with a distinct sense that my health concerns are not being genuinely heard or addressed. Attempting to obtain straightforward answers or resolve medical issues becomes an exhausting ordeal with each visit. I cannot in good conscience suggest this practice to anyone seeking healthcare that demonstrates basic respect and empathy.

Terrible service with discriminatory and unprofessional staff

Every staff member, with the exception of the tall male receptionist, displayed a deeply discourteous and disrespectful attitude towards me. As someone who speaks imperfect English and is from another country, their treatment made me feel incredibly uncomfortable and unwelcome, to the point where I dread visiting their facility, even when experiencing significant physical distress. The experience was profoundly disheartening, as a mere five-minute tardiness resulted in the outright denial of an essential medical service for my child. What intensifies my frustration is the recurring pattern of being compelled to wait 30 to 40 minutes beyond my designated appointment time, despite consistently arriving promptly. This blatant inconsistency in scheduling adherence strikes me as fundamentally unjust, particularly when such strict time constraints are applied exclusively to patients.

Worst medical experience ever dangerous and unprofessional

This establishment's absence would undoubtedly benefit humanity. The staff demonstrates complete contempt for patients, conducting procedures without proper sanitation, using makeshift containers for specimen collection, and prescribing potentially hazardous medication. To the physician who might be reading this: your medical license should be revoked.

Worst medical experience ever terrible service nightmare

Absolutely dreadful medical procedure. Lab misplaced three urine test specimens. Staff assured a return call from the practice supervisor, but no communication occurred. Paperwork was improperly completed. Waiting on hold for phone assistance took at least half an hour. Medication prescriptions were incorrect.

Surprisingly smooth online booking experience

I was initially skeptical about the new online booking system, but it surprised me by working smoothly. I managed to secure a same-day appointment, and I'm thoroughly satisfied with the outcome.

Terrible service with endless waiting and frustration

Oct'24. Spent a total of 90 minutes on hold this week. Now anticipating a physician's call during work hours (8am-1pm), scheduled in 4 days. Feeling completely neglected. Jan '20. Today's ordeal: Attempted to schedule an appointment 8 times today (could provide proof) without success. Briefly managed to enter the queue once... -1⭐ but will retry tomorrow and update. *** Our experience reveals systemic shortcomings in efficiency, communication, hygiene, and staffing: Securing a doctor's appointment took 3 weeks. Their booking process is arduous, frustrating, and dependent on reception staff making rapid assessments based on patients' verbal condition descriptions. It's inconceivable how someone working full-time could navigate this system with limited phone access. Their service windows are absurdly restrictive. Additionally, prescription coordination between the practice and pharmacy remains unclear. It's evident, even to a non-medical professional, that this surgery requires comprehensive improvement (particularly in safety, effectiveness, and leadership). The facility appears neglected and unclean, with empty hand-sanitizer dispensers being a recurring observation. Most alarming is that neither I nor my young children have recently consulted an actual physician, with nurse practitioners handling all interactions. I'm convinced I was unnecessarily prescribed antibiotics for a viral infection. I had initially been open to transferring here when my local surgery closed, but they were clearly unprepared to handle increased patient volume, resulting in deteriorating care standards. UPDATE Rated 'good' in December 2019 by CQC... apparently due to staff's patient kindness. If management truly possesses the skills for sustainable, high-quality care, perhaps they should demonstrate it.

Terrible healthcare that fails young patients

Absolutely appalling medical service!!! My young child has been suffering from chest discomfort and breathing difficulties, which led us to the hospital. Despite multiple tests and an ECG, results came back normal, but we were advised to consult our GP if symptoms persist. The pain continued, so we submitted a referral form early Thursday morning, and now it's Monday afternoon with zero progress. I've been on hold for an astonishing 1 hour and 35 minutes. **update** No appointments available for my daughter until Wednesday. If you're hoping to get urgent medical attention for a child, don't anticipate any sense of urgency or genuine concern!!! "Your call is important to us" - WHAT ABSOLUTE NONSENSE

Frustrating health service with broken appointment system

I've been attempting to secure a medical consultation for a week now. Their new process requires you to complete a self-diagnostic form where you specify your symptoms and what you believe is causing them!! Only after this might someone contact you to potentially schedule an appointment. The online booking system opens at 7am, but by 7:15am there's a message stating they've already reached their daily limit and are now closed. It's completely absurd. When I did manage to speak with someone, I was simply advised to call 111 or 999 if it was urgent. Surely there should be some middle ground between waiting weeks for a GP appointment and having an actual emergency warranting emergency services. I've been a patient at this practice my entire life, and I'm deeply disappointed to see how far it has deteriorated from its previously outstanding level of service.

Frustrating waste of time and energy

After numerous struggles to secure a consultation, I successfully booked an in-person appointment, only to be met with frustration upon arrival. Following a 30-minute wait, I was abruptly informed that the specific physician I was scheduled to see was absent and told to return home.