Sydenham House Group Practice

Surgery reception unhelpful and staff seemed dismissive

I don't typically feel compelled to submit reviews, but I feel obligated to share my recent experience with this practice. I've attended two appointments recently, and both fell significantly short of acceptable standards. During my first visit, the clinician's manner was dismissive and unprofessional. The appointment ran considerably behind schedule, with no acknowledgement of the delay. The consultation itself was rushed, and I left without a clear resolution, only receiving a referral letter. The reception staff have also been unhelpful and dismissive. On both occasions, they were unwilling to provide assistance or updates on waiting times, despite the waiting room containing several patients. I observed one patient who had been waiting for an extended period, and some visitors with children chose to leave and reschedule their appointments. It's concerning to consider how the practice would cope during busier periods. My strong recommendation would be to seek care elsewhere. I would rate this practice at the lowest possible level.

Couldn't get doctor appointment for months

A frustrating experience overall. Appointments with medical professionals are extremely difficult to secure, with availability seemingly limited to nursing staff only. On one occasion, a physical injury was initially assessed as a minor soft tissue issue when it turned out to be more serious. Additionally, I submitted a request to be seen regarding a skin concern several weeks ago, but have yet to receive an appointment despite multiple follow-ups.

Prescription requests handled poorly and inconsistently

The staff members have demonstrated a lack of competence in handling straightforward requests related to prescribed medications. When tasks are eventually completed, errors frequently occur. Additionally, there have been instances where information provided during phone conversations has later been disputed or denied.

Switched practices after repeated appointment frustrations

The practice does not offer face-to-face consultations, and on the rare occasion one becomes available, patients are directed to a distant location. Additionally, appointments do not run to schedule. I have decided to register with a different practice as I found the situation unmanageable.

Difficult to book appointments and get listened to

Extremely disappointing experience with the service provided. The clinical team appears reluctant to take into account recommendations from other healthcare providers, and securing an appointment is exceptionally difficult. The process requires completing paperwork and undergoing a telephone assessment before an in-person consultation can be arranged. The practice location does not have a doctor available on-site, only a nurse practitioner, meaning patients must travel to alternative locations to see a GP. The practice was considerably better before the recent changes in management, which is regrettable.

Online forms only available during limited hours

This practice has been a disappointing experience. The appointment system relies heavily on an online form that is only accessible during limited daytime hours, which creates significant barriers for those unable to access it within that window. This makes it extremely difficult to request appointments or assistance outside those times. The interactions with staff members have frequently felt unhelpful and dismissive, leaving a sense of frustration rather than support. The overall experience has not met expectations and would be difficult to recommend.

Receptionists much friendlier after recent improvements

I initially left a one-star rating because I was struggling to secure appointments and found the reception team unhelpful. However, after returning a year on, I've noticed significant positive changes. I've experienced various health concerns requiring frequent medical visits, and I've consistently been able to book appointments when needed. While I've occasionally had to attend sessions in different locations, which hasn't been an issue for me personally, I recognise this could present challenges for those with limited mobility or travel options. The reception team have also demonstrated a marked improvement in their approach, showing genuine helpfulness and courtesy. The practice has clearly made substantial strides in addressing the issues I previously experienced.

Doctors who actually listen to you

Excellent medical professionals

Booking system's improved recently

The service has shown improvement recently.

New surgery finally listened to my concerns

I'm really pleased I relocated to a different area and switched to a new practice. With my ongoing health concerns, my previous surgery was unwilling to adjust my medication, claiming there were no alternative options available. Fortunately, my current practice has been much more proactive, trialling several different medications and successfully identifying one that suits me. I would recommend considering other options rather than this particular surgery.

Friendly reception staff, though appointments hard to get

The reception team have consistently been friendly and accommodating, though securing appointments on the day of contact can be challenging, which appears to be a common issue across many practices currently. The clinicians I have consulted with recently have provided good care.

Quick appointment booking despite morning queue

Called at opening time, was several positions back in the queue and successfully secured an appointment for that same day. My young child was seen by a member of staff who was excellent, engaging with them in a friendly and approachable manner which made the visit straightforward and pleasant. Very satisfied with the experience.

Helpful staff made the whole experience smooth

This is an excellent practice where all members of the team are welcoming and supportive. I have consistently had a positive experience without any issues.

Phone queue wait left me frustrated and unheard

I would give 0 stars if I could. The appointment booking process is extremely frustrating. Calling at opening time results in lengthy hold times exceeding 40 minutes, only to be informed that no face-to-face slots remain available that day. The alternatives offered are either attending a walk-in centre with extended waiting periods or attempting to call back the following morning with no guarantee of securing an appointment. I find it unnecessary that reception staff request detailed information about the reason for the visit before confirming availability. This feels invasive for sensitive or personal matters that should not need to be disclosed to administrative staff. It seems contradictory that staff would ask for in-depth details about health concerns when they claim no appointments are available anyway. If slots are fully booked, there appears to be no logical reason for this questioning. The overall experience with this practice has been disappointing, and I found the reception staff unhelpful. I would recommend considering alternative healthcare providers.

Helpful receptionist made booking process easy

I've recently been using this service linked to the business I work for. All I can say is that the receptionist who typically answers calls is amazing, they're helpful, and they go the extra mile to help with situations at hand. The reception team deserves recognition for their excellent service! 😊

Didn't listen during phone call about my daughter

Frustrated with my recent phone interaction regarding a family member's health concerns. The clinician did not appear to listen to what I was communicating and provided vague reassurance about a future callback without engaging meaningfully with the issues I raised.

Couldn't get through on the phone

The service did not meet my expectations.

Struggling to access records through phone system

I have been attempting to access my medical records for several weeks now, as they are needed for educational purposes. Each time I contact the practice, I am directed to an automated system rather than speaking with someone directly. This ongoing issue has caused frustration as it is impacting an important process for me, and I feel the matter has not been resolved satisfactorily.

Appointment booking took frustratingly long

It felt like an incredibly lengthy process for what should have been a straightforward matter. The time taken was remarkably extended, and it seemed to drag on far longer than one would reasonably expect for such a basic task.

Staff member was genuinely attentive and caring

A member of the clinical team demonstrated exceptional care and attentiveness during my visit, along with support for my family member. Their approach was thorough, compassionate, and professional. Having worked in the care sector myself for many years, I found this level of service to be particularly noteworthy. I am very grateful for the experience received.