Sydenham House Group Practice

Phone queue left me hanging and frustrated

I would rate this experience much lower if possible. I recently spent over an hour and a half attempting to arrange an appointment for a family member. When someone finally picked up the call, I was placed on hold, only to be disconnected after approximately ten minutes. I found this experience extremely frustrating and disappointing. I feel the practice is struggling with its phone management system, as it appears unable to handle a reasonable volume of incoming calls efficiently. The entire team would benefit from additional training in this area. Overall, I was very dissatisfied with how this situation was handled.

Couldn't get appointment for my son

I have been a patient at this practice for approximately two and a half years but have rarely visited the premises. When I called this morning regarding my child's health concern, I was informed that no appointments were available and was directed to attend an alternative healthcare facility instead. I do not intend to return to this practice.

Receptionist turned me away with chest pain

I had a negative experience with a member of the reception team who was dismissive when I attended with concerning symptoms.

Reception staff dismissive about communication needs

I would recommend avoiding this practice and the other surgeries located at the same premises. Once registered with one of these practices, it appears difficult to transfer to another surgery in the same building. In my experience, the staff demonstrated poor attitudes and lack of understanding. My friend, who experiences significant communication difficulties, had their medications discontinued, which was handled insensitively. The clinical and administrative staff did not provide adequate support or consideration for their needs. This was a disappointing experience overall.

Phone lines constantly busy and unresponsive

I have been attempting to contact the practice repeatedly over the past several days without success. The phone lines appear to be unavailable, which has been frustrating. I am considering changing to a different surgery once circumstances improve. Overall, this experience has been disappointing.

Difficult to reach by phone for appointments

The reception service needs improvement. I have had difficulty getting through by telephone over a couple of days. When I visited in person, I was told that calls must be made on the same day, however I have been unable to reach anyone by phone.

Staff weren't honest with me

The service fell short of expectations, with concerns about honesty from both staff and clinicians. This practice may not be the best choice.

Practice lost track of urgent referral

The service provided has been disappointing. A family member has experienced serious health concerns and was expected to receive expedited care, though there appears to be no documentation of this arrangement. Despite ongoing discomfort lasting several months, the practice seemed unresponsive to the situation. It was necessary to visit an alternative healthcare facility to arrange necessary imaging. The persistent symptoms affecting the right side have not been adequately addressed, and there is a sense that the practice has not shown sufficient concern or engagement with the case.

Reception staff were dismissive and unhelpful

The reception team's manner was unwelcoming and dismissive, and I found the waiting times for both telephone contact and appointment availability to be quite disappointing.

Appointments easy to get after many years

I've noticed quite a few unfavorable reviews on here, which surprised me. However, I genuinely cannot complain about my own experience at this practice. Over the course of more than two decades, I have experienced no difficulties whatsoever in obtaining appointments. There has been just one occasion when a prescription was not prepared within the expected timeframe. The clinicians have consistently provided me with appropriate care when it has been necessary, and have appropriately advised me when treatment was not required. The healthcare professionals I see regularly are clearly stretched, as is typical across the NHS at present, yet they consistently make additional time available whenever they perceive I require it. I have consistently felt well cared for and that my concerns have been genuinely heard. I am very grateful for the service I have received.

Unhelpful appointment focused on wrong priorities

Doesn't even deserve to be rated. The appointment was very unhelpful, with the clinician appearing more interested in personal matters than in addressing my concerns about my family's health. I am planning to change practices as soon as possible.

Impossible to get an appointment when ill

Honestly, there's no point attempting to access care here if you require medical attention. You'll be fine if you don't need any healthcare support, as it's straightforward to avoid coming in. However, if you're unwell, it would be simpler and far less troublesome to simply not seek treatment.

Couldn't get help after four years

Unsatisfactory experience. I cannot recommend this practice. I feel the need to find alternative care. Over a four-year period, I have not felt my concerns were adequately addressed, and I believe the approach to management has been limited, with a preference for one particular treatment rather than exploring other investigative options.

Dismissed concerns and prescribed antidepressant instead

I had a poor experience during my appointment today. I explained my symptoms regarding digestive discomfort and anxiety around eating, and the clinician suggested these were stress-related. I was prescribed an antidepressant medication. After researching the medication online, I felt concerned that this treatment approach may not have been appropriate for my specific symptoms. I was not satisfied with the consultation and have submitted a formal complaint to the NHS. I am currently awaiting a response from the complaints department within the stated timeframe.

Reception made me feel like a burden

I seldom visit the surgery, yet on each occasion I attend, I feel as though I'm imposing on their time. It's puzzling that the NHS promotes the importance of early intervention and encourages patients to seek advice when concerned, given that this doesn't appear to align with the approach I experience during my visits. The messaging seems at odds with the care that's actually provided.

Reception staff were unhelpful and dismissive

Extremely disappointing experience with the front desk team. The service provided was not helpful and fell well short of expectations.

Automated phone system left us unable to book

I've tried navigating through all the available options on the phone system and each one indicates there are no suitable choices available. It's unclear what patients are meant to do in this situation. My partner and I only visit the practice when absolutely necessary, yet we're unable to reach anyone to speak with. My partner is feeling quite low as a result and seems to have lost motivation. I'm genuinely concerned about what's going on with the service.

Couldn't get through on the phone

I found the service to be unhelpful and did not meet my expectations.

Hard to get appointments when you need them

Over the course of two years attending this practice, I found only one visit to be satisfactory. Obtaining an appointment at a time of need proves exceptionally challenging, and even when successful, the experience tends to be disappointing. I felt that clinical staff did not take my concerns seriously, and there appeared to be a reluctance to provide comprehensive support. The overall impression was one of indifference to patient needs.

Appointment waits are frustratingly long for children

It is difficult to secure an appointment on the same day or even the next day, particularly when seeking care for a child. The experience of seeing the same healthcare provider is inconsistent, as different clinicians are often assigned at each visit. The quality of care varies considerably between appointments, with some staff members appearing more engaged than others, making the experience somewhat dependent on chance. When a child requires urgent attention, the waiting period of several days for the next available slot can feel frustrating. There was an occasion when a staff member's response to concerns about appointment availability felt dismissive of the challenges faced by patients. Given the current experience, there would be a preference for a private or paid service model, even at a modest cost of £10-£50, if it meant receiving prompt and consistent care.