Sutherland Lodge Surgery
Poor! (84 reviews)
Poor! (84 reviews)
Patient feedback reveals a mixed experience with significant operational challenges alongside pockets of excellent care. Appointment access remains a persistent concern, with patients reporting lengthy telephone queues, limited availability through online booking systems, and frustration with the triage process. Communication about test results and follow-up care appears disorganised, and prescription coordination between the practice and pharmacy has created difficulties for some patients. Reception experience varies considerably, with some describing courteous and accommodating staff while others report discourtesy and dismissiveness.
Where care is delivered, particularly by nursing staff, patients consistently praise the compassionate and thorough approach. Several patients highlight exceptional experiences with specific healthcare professionals, noting warmth, attentiveness, and genuine investment in their wellbeing. Consultations, when they occur, are often described as unhurried and comprehensive. However, these positive interactions are frequently undermined by the administrative and booking challenges that precede them.
The practice appears to be managing within resource constraints, though recent renovations and system changes have not yet resolved fundamental issues around appointment availability and responsiveness. Patients express frustration that despite friendly and caring clinical staff, the organisational inefficiency and poor communication create barriers to accessing timely care, leading some to seek alternative providers.
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Patient feedback reveals a mixed experience with significant operational challenges alongside pockets of excellent care. Appointment access remains a persistent concern, with patients reporting lengthy telephone queues, limited availability through online booking systems, and frustration with the triage process. Communication about test results and follow-up care appears disorganised, and prescription coordination between the practice and pharmacy has created difficulties for some patients. Reception experience varies considerably, with some describing courteous and accommodating staff while others report discourtesy and dismissiveness.
Where care is delivered, particularly by nursing staff, patients consistently praise the compassionate and thorough approach. Several patients highlight exceptional experiences with specific healthcare professionals, noting warmth, attentiveness, and genuine investment in their wellbeing. Consultations, when they occur, are often described as unhurried and comprehensive. However, these positive interactions are frequently undermined by the administrative and booking challenges that precede them.
The practice appears to be managing within resource constraints, though recent renovations and system changes have not yet resolved fundamental issues around appointment availability and responsiveness. Patients express frustration that despite friendly and caring clinical staff, the organisational inefficiency and poor communication create barriers to accessing timely care, leading some to seek alternative providers.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Naveed M.
3 years ago
Great!
Frustrating booking process needs urgent attention
The appointment scheduling process needs refinement. I arrived at the surgery at 0805hrs and was unexpectedly informed by reception that in-person bookings are not accepted - I was directed to call instead. Immediately after, I phoned and endured a 20-minute queue, ultimately being told no appointments were available. I requested a callback from the reception manager, believing this process could have been more clearly communicated to patients. A courteous call was received, with assurances that my feedback regarding improvements would be considered. I want to emphasize this is not a criticism of the staff - the medical and nursing teams are excellent. Patient experience fundamentally depends on these basic interactions. I am confident they will reassess their current appointment system.
J J.
3 years ago
Bad!
Terrible hospital experience with zero patient care
An absolute nightmare of a medical procedure that should be completely steered clear of. The entire facility appears overwhelmed and disorganized, consistently failing to process hospital documentation. Their staff demonstrates a complete lack of accountability and seems entirely uninterested in addressing any patient concerns or grievances.
Emily U.
3 years ago
Excellent!
Great surgery with caring and responsive staff
After relocating to the neighborhood, I registered with this medical practice. The experience has been truly exceptional - the staff are incredibly responsive and supportive, and I've consistently been able to secure appointments and reach them by telephone. Compared to my previous general practitioner's office, this surgery is significantly more welcoming and efficient.
Steve M.
3 years ago
Bad!
Worst customer service nightmare ever experienced
I wasted an hour and a half attempting to reach a live person, enduring endless messages about how much they supposedly value my time. After patiently waiting and finally getting to second in the queue, I was abruptly cut off by a pre-recorded message announcing the office is shutting down for monthly training. The call was summarily terminated, leaving me completely frustrated. If there were a rating lower than one star, I would absolutely choose it.