Sydenham House Group Practice

Appointments cancelled with no explanation given

I find it extremely frustrating that my appointments have been cancelled shortly before I was scheduled to attend on more than one occasion within a short timeframe. The lack of notice has meant I've had to rearrange my work commitments, and I've subsequently faced lengthy waits for alternative appointment slots. When I contacted the practice to understand what had happened, I was unable to receive a clear explanation for the cancellations. I feel this level of service falls well short of what I would expect, and I believe the practice should handle appointment management with greater consideration for patients' time and circumstances.

Reception staff were dismissive and unhelpful

I'm struggling to understand how this practice continues to function.

Prescription phone line needs improvement

I attempted to reorder my medication multiple times by telephone. I was instructed to call back after a certain time, which I did, but the call was not answered and disconnected. This happened twice in one day. I found that visiting in person was a more effective way to handle prescription reordering. I am unable to provide a satisfaction rating for this experience.

Reception staff attitude made appointments difficult

When you do manage to see a clinician, they can be excellent, but the reception team's approach to patients has been disappointing. I attended with my very young infant a couple of years ago following a routine appointment elsewhere, as treatment was needed. At reception, we were turned away because registration had not been completed. Despite my recent major surgery and recovery needs, I was directed to seek care at an alternative walk-in facility across town. I also discovered a concerning health issue that required assessment. As I work during standard business hours and cannot remain on hold in the mornings, I called in the evening to request an appointment, explaining the urgency of my concern. I was met with an unhelpful response and told that appointments were unavailable, with the suggestion that I must call during morning hours. When I reiterated my work constraints, I was informed that this was simply how the system operates. I expressed serious concern that any delay in addressing this matter due to the practice's approach could have significant consequences. Overall, the clinicians I have seen have been thorough and supportive, but the reception team's conduct and the practice's procedures require urgent review and improvement. Update November 2022 There appears to have been changes to the reception team, and some staff members are now notably more pleasant and helpful. However, I maintain my previous concerns, as experiences can still be inconsistent depending on who you interact with. The practice continues to have limitations, particularly regarding mental health support. The approach often seems to be offering medication and signposting to external services before moving on. This is concerning given the broader mental health crisis, as patients report feeling unsupported and isolated despite being encouraged to seek help. The time taken to access meaningful support remains problematic.

Phone lines get busy but care is good

Never had any issues, though getting through by phone can be somewhat frustrating at times, though I appreciate they're likely quite busy. Apart from that minor inconvenience, I'm satisfied with the service. I feel well cared for, and my family member shares the same positive experience.

Persistent communication failures caused repeated frustration

I had my medication adjusted to include an additional item on my recurring prescription, but over the last five or six weeks there have been consistent issues. There appears to be a significant breakdown in communication not only between staff and patients, but also within the team itself. It seems that information about my previous calls is not being properly documented or shared, and I've received conflicting accounts of what was discussed. Surely there should be adequate records in place to help clarify what has occurred? I felt compelled to lodge a formal complaint today as I've grown frustrated with the repeated back-and-forth and the considerable time I've had to invest. I've made approximately ten phone calls attempting to resolve matters, yet have been given contradictory information on multiple occasions. Additionally, I experienced a situation where something I said during a phone conversation was misrepresented by a staff member, despite witnesses being present during my initial contact. This was deeply disappointing. While my medication issue has eventually been resolved, I have limited confidence that the underlying problems will be addressed going forward. What should be a straightforward process of collecting weekly medication has become an unnecessarily stressful experience. Each time I need to contact the practice, I feel anxious about potential complications, and I anticipate that further difficulties may arise. I am seriously contemplating registering with a different practice unless there are prompt and meaningful improvements.

Avoid if you value proper care standards

I would strongly recommend considering other options if you are seeking a reliable standard of care.

Prescription delays and poor communication let us down

Disappointing experience with the prescription service. I contacted the surgery regarding a medication that wasn't set up on repeat. I was told it would be prepared by 2pm, but after making several follow-up calls to confirm it was ready for collection, I found upon arrival that it hadn't been authorised. The pharmacist responsible works remotely and apparently isn't easily contactable by the surgery for urgent prescription matters. This level of service would be unacceptable in most other business settings.

Reception staff unhelpful about phone booking process

Unfriendly demeanor from the front desk team. Appointments cannot be scheduled without making a phone call first. Not recommended.

Phone lines constantly busy and frustrating

It would be helpful if the phone lines were answered more promptly. The appointment system could be improved, as same-day slots appear to be the only readily available option, which doesn't work well for families with work commitments.

Frustrated by nurse appointments instead of doctor visits

The practice does not seem to prioritise patient care. Appointments are often scheduled with nursing staff rather than clinical doctors, and these consultations tend to provide limited additional information beyond what patients already understand about their condition.

Reception refused to post or email letters

The front desk staff did not meet my expectations. I requested that a letter be posted to me, but was told this wasn't possible and that I would need to collect it in person. When I asked whether it could be sent by email instead, I was informed that this service wasn't available either. I found this frustrating, as it seems unreasonable to expect working people to make a special trip when other communication methods exist. It appears the practice only offers telephone contact or requires patients to visit in person to receive correspondence. The phone manner of the staff was unhelpful, and the overall service fell short of what I would hope for. The inability to send letters or emails means patients must attend the premises to pick up documents, which could be particularly difficult for those with mobility issues or other constraints. I requested that a manager contact me to discuss this matter. I am concerned about the direction the practice is heading and feel standards have declined noticeably.

Reception staff caught in the middle

I am extremely frustrated with the attitude of the clinical staff at this practice. I feel sympathy for the reception team who have to manage the complaints from unhappy patients. It appears that patient notes and medical history are not being reviewed thoroughly before decisions are made. I have experienced instances where long-standing prescriptions have been altered without proper explanation, or requests have been declined without clear communication about the reasoning or alternative options available.

Receptionists have always been helpful and polite

I have been a patient at this practice for many years, and I have consistently found the reception staff to be helpful and courteous. The clinical staff, whilst different individuals have worked here over time, have always been dependable and straightforward in their approach. I have had very few issues during my time as a patient, and any concerns I did have are no longer relevant to the current practice. The reception team continued to maintain their helpful and polite manner even during the challenging period of the pandemic.

Staff were always smiling and helpful

Always delighted with my visits, the team are wonderful, consistently cheerful and genuinely supportive!

Phone lines answered quickly and staff listened well

My wife has needed to schedule a couple of appointments at the practice. On each occasion when she called during the afternoon, the phone was answered within a reasonable timeframe and she felt the reception team (who were very helpful) gave her adequate opportunity to describe her concerns. Following a discussion with a clinician, she received a prompt callback and was able to book her appointments. She has been registered at this practice for many years and while she recognises that procedures have evolved over time, she wanted to share this positive experience.

Felt genuinely listened to and understood

Attended an appointment recently and would be delighted to recommend the clinician I saw. They reminded me of the traditional approach to general practice that I valued in earlier years. The practitioner demonstrated genuine warmth, clear professional competence, and a calm demeanor. They showed genuine care and understanding throughout the consultation. The communication was excellent, and I felt genuinely listened to. I felt compelled to comment on how effectively they engaged with patients during the appointment.

Receptionists weren't helpful or polite

The reception team fell short of expectations.

Online booking system blocked my access

The service fell short of expectations. I struggled to secure appointments and was directed toward the online booking system, though I'm unable to access it as I haven't been registered for that service. Previously, my partner was able to arrange appointments and request repeat prescriptions on my behalf without issue, but this is no longer permitted. Given my work commitments, which involve being away from home during standard appointment booking hours, this presents a significant challenge.

Long phone queues make appointments difficult

If you are in employment, this may not be the right practice for you. The wait to speak with reception staff was over an hour, which is difficult to manage when you cannot remain on the phone for extended periods due to work commitments. During a previous consultation, when discussing a recent head injury that was causing significant discomfort, the advice given was to research the symptoms independently online. This approach felt inadequate given the level of training and qualification expected from medical professionals. The experience has significantly affected confidence in the healthcare service received.