Sutherland Lodge Surgery

Dangerous medical care puts patients at risk

Terrible medical practice - Shortly after childbirth, I discovered a lemon-sized breast lump and endured repeated visits while experiencing intense pain. The staff consistently advised me to "wait and see" how antibiotics would work, repeatedly mishandling prescription transfers between their office and the pharmacy. Ultimately, I developed breast sepsis and required five emergency hospital procedures because they failed to provide a proper referral. Additionally, they misplaced my infant's registration documents, causing us to wait nearly two hours in the reception area with a 6-week-old baby for scheduled vaccinations. My husband has also been struggling to get a liver condition diagnosed for a year, with doctors seemingly unprepared - during one consultation, they were literally searching symptoms online. We've been patients here for a short time, and the care has been absolutely abysmal. Although we desperately want to switch practices, all nearby medical centers are either at full capacity or impossible to schedule appointments with.

Unprofessional and confusing medical consultation nightmare

During a rushed telehealth consultation, the physician began the conversation with obvious confusion, stating "I'm not sure why I'm calling you today." After a disorganized discussion, she concluded the call by casually mentioning she "might forget" to follow up with me, leaving me feeling completely unheard and frustrated.

Incredible service and care at sutherland lodge

Hi there, I decided to return to Sutherland lodge. The staff were incredibly friendly and supportive, and I only encountered two doctors who were equally wonderful and genuinely attentive to my concerns! So thank you, Karen

Efficient healthcare with friendly digital booking system

After recently moving to Chelmsford, I sought a nearby medical practice and chose to register with Sutherland Lodge Surgery. My initial interactions with them have been nothing short of excellent. While their modern digital booking system might not appeal to everyone, I personally found it incredibly intuitive and straightforward. I was able to secure a telephone consultation within just three hours of submitting my request, which subsequently led to an x-ray appointment the next week. At this stage, I'm thoroughly impressed and have absolutely no complaints about the level of service provided.

Disappointing decline of once caring medical practice

I've been associated with Sutherland Lodge since the early 1970s, back when my step-father was involved with the practice. Today's Sutherland Lodge is a shadow of its former self, a far cry from the compassionate medical facility it once was. Previously, it was staffed by dedicated professionals who genuinely cared about patient well-being. Now, it's been reduced to impersonal, robotic interactions. Their current booking system is frustratingly unhelpful, consistently displaying a generic message: "Temporarily unavailable. We have paused access to online queries as we have reached capacity for the day." After repeatedly attempting to schedule an appointment over three weeks, I've finally given up. It seems Sutherland Lodge has transformed from a patient-centered medical practice into something unrecognizable. I'm actively seeking a new surgery that actually values patient care and accessibility.

Terrible medical care that could kill you

Fresh setup's been tossed aside. Web application. Making light of it. Botched procedure! Potential fatal outcome. Expertly executed. Extracting funds from patients!

Terrible healthcare experience with dismissive staff

Absolutely horrendous customer service, particularly from the front desk staff. They completely disregard patient concerns and appear to selectively remove individuals from their system based on personal bias, without genuinely listening or addressing their needs.

Excellent service during medical center renovations

Despite ongoing renovations to enhance and modernize the facility, the medical practice continues to deliver exceptional service. The staff remains professional, appointments are running smoothly, and the overall quality of care has not been compromised by the temporary construction disruptions.

Frustrating and unpredictable medical appointment system

March 2024 Update Attempted to schedule an appointment through their online 'triage' system, requesting contact after 4:30 PM or the following day. Surprisingly, received a text a few hours later confirming an appointment at 3:10. Do they genuinely believe everyone is unemployed and can instantly drop everything to rush to the medical center? Tried to cancel via the NHS app, but was blocked because the appointment was supposedly within an hour, despite being 2.5 hours away. Had to contact the surgery directly to cancel. It's no wonder patients frequently miss their appointments. Old Review Booking an appointment is utterly futile - 'Press 1 to schedule' leads to an endless queue (potentially 40+ people waiting, with an hour-long wait) only to be told when finally reached that 'no appointments are available, try again another day'? Absolutely absurd. They should simply state the lack of availability in the initial announcement instead of squandering patients' time.

Amazing care and compassionate medical team

During my nine-month stay at this facility, I experienced outstanding care and encountered exceptionally compassionate personnel who consistently demonstrated remarkable professionalism and warmth.

Terrible customer service wastes my precious time

Spent an hour and a half on hold, only to have them disconnect the moment I answered. Absolutely unacceptable service!

Great service at local medical practice

The medical practice serves as a primary healthcare provider where patients must register to access National Health Service care. The personnel are consistently courteous and demonstrate a genuine commitment to delivering excellent service.

Terrible online system fails vulnerable patients

I am utterly dismayed and frustrated by the recently introduced digital scheduling platform. Patients should have the option to call and secure an appointment, particularly when seeking medical care for a critically ill infant. The web-based registration form appears to have been completely disregarded, with zero follow-up communication after submission. My heart goes out to the employees, as I'm certain they recognize this newly established system is an absolute catastrophe for everyone involved. It seems the time has come to seek out alternative medical services.

Decades of exceptional care at sutherland lodge

Throughout nearly three decades as a patient here, and with my now-grown children also receiving care at this practice, I have consistently experienced nothing but high-quality medical attention. Every health issue I or my family have raised has been treated with genuine concern and thoroughness. I've never felt dismissed or overlooked by the medical staff. The appointment scheduling system, whether the previous 8am call method or the newer approach, has been straightforward and effective in my experience. I confidently endorse Sutherland lodge as a reliable healthcare provider.

Terrible service destroys patient care and trust

Appalling service and organizational incompetence. I attempted to obtain my prescription for a long-term health condition, but due to their abysmal management, I'm forced to repeatedly request medication that I require on a daily basis. This is undoubtedly the most terrible medical facility I've ever encountered.

Surprisingly good care during challenging healthcare times

Notwithstanding the negative feedback, this medical facility is performing effectively during the ongoing healthcare challenges. The personnel are cordial, courteous, and supportive. The physicians are consistently attentive and eager to assist. I have not encountered any unsatisfactory interactions.

Dedicated staff fighting an uphill healthcare battle

Throughout my three-decade relationship with Sutherland Lodge, I recognize the challenges patients face: scheduling difficulties and constantly changing medical personnel. However, I firmly believe these problems stem from systemic issues rather than staff shortcomings. The medical team appears constrained by limited resources and insufficient support from the broader NHS infrastructure. From my interactions, the personnel here are compassionate professionals who demonstrate genuine commitment to patient care, despite operating within a challenging administrative framework. When experiencing inevitable frustrations, I urge fellow patients to maintain perspective and not direct negative emotions toward the hardworking staff. These individuals are sincerely dedicated to helping patients, yet are significantly restricted by inadequate funding and organizational limitations. My advice is to approach appointments with patience and understanding. You'll consistently encounter staff who are caring and invested in your wellbeing. To the remarkable team at Sutherland Lodge: Your efforts do not go unnoticed. We, your patients, deeply value your unwavering dedication and compassionate service.

Compassionate care when health challenges seem overwhelming

Despite battling ongoing health challenges for over a decade and a half, I've recently been pleasantly surprised by the exceptional care and attention I've experienced. The follow-up appointments have been thorough, and most significantly, the medical team genuinely appears to be invested in my well-being.

Frustrating lack of scheduling options

Unable to schedule a consultation or service due to lack of available time slots.

Terrible service that ruined my entire experience

Unprofessional and unhelpful staff who failed to provide even basic customer service, making the entire experience frustrating and disappointing.