The Sutton Manor Surgery

Kind staff made the whole experience better

A wonderful practice with compassionate and helpful team members throughout, from the front desk to the clinical staff.

Got my problem sorted quickly

Extremely useful, managed to get my issue resolved.

Hard to book appointments for working people

I have been a patient at this practice for over a decade. Following the pandemic, there have been noticeable shifts in how things operate, and obtaining an appointment has become increasingly challenging, particularly for those in employment who are unable to call first thing in the morning to check availability. The clinical staff here display varying levels of approachability, though I recognise this is fairly typical across most surgeries where personal preferences between patients and practitioners naturally differ. The administrative team, however, are consistently excellent and provide genuine support. The process of having to ring to arrange an appointment after being notified that one is needed feels unnecessarily complicated. For routine matters such as annual reviews, it would seem more practical if appointments were automatically scheduled and sent out to patients.

Reception staff got me in same morning

Excellent practice. I was able to secure an appointment on the same day, which was not possible at my previous surgery. Even when same-day availability isn't possible, the reception team makes a genuine effort to arrange the earliest available slot. The clinician I consulted with demonstrated considerable expertise and knowledge. I would highly recommend this practice.

Reception staff made me feel welcomed

The reception team provided a pleasant, courteous and professional service. The clinician I saw also made me feel at ease as a new patient, ensuring I felt relaxed and heard throughout the appointment. I would highly recommend this practice.

Helpful staff made the visit straightforward

The team at both the medical practice and pharmacy consistently demonstrated a helpful and supportive approach.

Pharmacy staff stay helpful despite the chaos

The GP practice itself isn't overly crowded, but the connected pharmacy is a different story. The staff there work incredibly hard, and you can see it every time you visit. Despite the small space being packed with workers and medication stock with barely anywhere for them to take a break, the team at the front desk remain consistently friendly and helpful. They're clearly doing their best to assist everyone, even when things are hectic. That said, I've overheard various complaints from other patients about difficulties obtaining their medications. While I understand some concerns may be valid, I find it difficult to accept some of the criticisms I've heard, as they seem exaggerated or based on misunderstandings rather than genuine issues.

Admin staff really listened and helped sort things out

I would like to express my gratitude to the administrative staff member for their kindness and support during my recent visit. I have been dealing with significant health concerns and they were exceptionally considerate, providing valuable assistance by taking time to listen to my worries, communicating these to the clinical team, and helping to arrange my referral to physiotherapy. Since registering with this practice in 2020, I have found the surgery to be responsive and supportive. I have consistently been able to access appointments with a doctor when required. The practice demonstrates a proactive approach to patient care, following up on any concerns rather than dismissing them, which contrasts positively with my experience at my previous surgery.

Helpful receptionists and quick appointment access

We switched from our previous practice because the reception staff were consistently unhelpful and we experienced difficulties with certain health concerns not being properly identified, whereas an out-of-hours service managed to address them without difficulty. Following suggestions from acquaintances, we made the move to this practice and have found the team to be consistently supportive whenever we get in touch. Our repeat prescriptions arrive promptly and we're able to secure appointments without unnecessary delays.

Receptionists spoke down to us throughout our time there

My family and I have been registered with this practice for approximately 15 to 20 years, but we have decided to leave due to several concerns. The reception staff have been a significant issue, with some displaying particularly unhelpful attitudes towards patients and appearing to overstep their role. We have experienced difficulties obtaining routine prescriptions for essential medications. Additionally, the practice has discontinued certain services that we relied upon, which has created difficulties for our healthcare needs. Given my complex health situation, I was reluctant to change practices as the clinicians here were familiar with my medical history, but the combination of prescription-related problems, the reception experience, and the loss of key services has made it necessary for us to seek care elsewhere. While there are some capable clinicians at the practice, access to them has proven challenging. We would not recommend this practice to others, and it is unfortunate that these issues have led us to this decision.

Staff were genuinely helpful and listened carefully

I have been attending this practice for many years and have consistently found the entire team to be exceptionally helpful and courteous. While I did not require frequent visits previously, I have experienced significant health concerns over the past couple of months that necessitated more regular appointments. The clinical team demonstrated considerable diligence in investigating my symptoms through various diagnostic approaches and interventions. When my condition appeared to deteriorate recently with additional symptoms developing, I was offered consecutive appointments where further investigations were carried out on each occasion. The clinician expressed concern about the findings and arranged for me to be admitted to hospital as a precaution. During my four-day inpatient stay, I received treatment that resulted in a substantial improvement to my wellbeing and quality of life. I was discharged with revised medication and scheduled follow-up care. I am extremely grateful to the practice and all members of staff for the comprehensive care and support I received throughout this period.

Reception staff unhelpful with foreign patient queries

A visit on a recent date involved an interaction with reception staff that felt unwelcoming and unhelpful when attending as a patient from abroad. The staff member in question was difficult to identify due to the nature of the encounter.

Reception and clinical team went above and beyond

The care I have received from this practice, from reception staff, clinicians and nursing team, has always gone above and beyond what I anticipated. Both before and during the pandemic period, following an extended hospital admission, the follow-up support provided has been outstanding. I am very grateful for this.

Helpful practice that listens to concerns

My spouse and I have recently registered with this practice. My spouse experiences back discomfort and the clinical team have been very helpful, providing medication that has significantly improved their sleep quality. I am grateful for this care and would be happy to recommend the practice to others.

Phone queues stretch over an hour daily

This surgery provides an unusable and failing service. The practice does not offer any practical appointment options. Advance bookings are not available, and all appointments must be arranged by telephoning at 8am. After waiting on hold for up to an hour listening to poor quality music, callers are frequently told no appointments remain and are asked to try again the following day. This pattern repeats when calling back. When an appointment is secured, attendance at short notice is expected, requiring patients to leave work, school commitments, or caring responsibilities. When unable to attend at short notice, reception staff respond dismissively and condescendingly. The reception team treats patients as though they are the source of the problem rather than addressing their needs. The practice does not consider patients as individuals or take account of their circumstances. A recent online request for a telephone appointment was mishandled over several days, with reception staff failing to understand that only telephone contact was possible due to personal circumstances. A face-to-face appointment was booked without notification, and when missed, an abusive voicemail was left. A subsequent telephone appointment scheduled for mid-afternoon was not honoured until late evening. Attempts to contact the surgery to clarify the appointment time resulted in 30 minutes on hold with no response. No notification was provided about the significant delay. Patients should not be expected to abandon their responsibilities to accommodate poor service delivery. Following the appointment, a prescription was promised with a collection code at the adjoining pharmacy. The prescription was not there when collected after leaving work late to accommodate the delayed appointment. No code had been received, preventing collection of medication. The surgery was closed, leaving the patient in pain and unwell throughout the weekend. Time off work was required on Monday to collect the prescription, and the surgery staff could not locate it. Privacy protections were not respected, with reception staff requesting sensitive medical information be disclosed in a public area. This practice has denied access to basic healthcare, which as a taxpayer and UK resident should be reasonably available. The staff demonstrate no concern for patient welfare. When visiting at 8am, other patients were present for appointments, suggesting that some patients do receive next-day bookings, indicating inconsistent information has been provided about availability. In summary, treatment is not provided, prescriptions are not dispensed, staff communication is disrespectful, individual circumstances are ignored, information given is unreliable, phones go unanswered, appointments are not offered, and basic healthcare rights are denied. Current quality ratings may not reflect actual performance, as assessments are not conducted annually and standards may have changed significantly since evaluation. Consider registering elsewhere to avoid this experience. The service provided falls well short of acceptable standards.

Easy to book appointments at this surgery

I have no complaints whatsoever about this practice. I have always been able to secure appointments without difficulty, and every clinician I have consulted has demonstrated a comprehensive approach to care. The nursing and reception staff are consistently supportive and helpful. I am pleased that my relocation several years ago led me to register here, as it has proven to be an excellent service despite the pressures facing the NHS.

Appointment text promised but receptionist unhelpful

Received a text message confirming a phone appointment that was not honoured. Instead of proceeding as arranged, I was told that I should not have been allocated a specific time slot. The receptionist was unhelpful and simply repeated that I would receive a phone call without providing further assistance.

Impossible to book an appointment quickly

I have been attempting to secure an appointment for the past week. When I call at 8 am, the lines are busy and within the next few minutes all available slots are taken. It is unreasonable to expect patients to have to wait for extended periods to see someone.

Impossible to book appointments when you need them

This practice was previously satisfactory. The appointment system is now problematic and difficult to navigate. When I sought care for my young child's ear infection recently, I felt the initial assessment was dismissive, with advice to wait rather than conduct a thorough examination. This resulted in a subsequent visit to an urgent care centre several days later, where I spent considerable time waiting. The condition required follow-up review. When I attempted to arrange this follow-up appointment by phone, I was unable to pre-book in advance. Given my work schedule starting early in the morning, the current booking process creates significant practical difficulties. The overall system appears to require substantial improvement.

Reception staff went the extra mile

I have been attending this surgery for over three decades. Throughout my time as a patient, I have consistently found all members of the reception team, nursing staff, and clinical practitioners to be exceptionally professional, efficient, and courteous. On a recent visit, a member of the reception team made considerable effort to assist me with my needs. I am very grateful for their helpfulness.