The Sutton Manor Surgery

Easy to book appointments and helpful reception

I have never had difficulty obtaining an appointment at this practice. The reception team have been helpful, and I was recently seen by a clinician who was very attentive and went out of their way to assist me.

Impossible to reach by phone for routine appointments

Attempting to secure an appointment has proven quite challenging. I have been trying to contact the practice since Friday and only managed to get through today on Monday. When I did connect, I was informed that unless the matter is urgent, all available slots are fully booked. The difficulty is determining what constitutes urgent—surely that is a clinical decision that should be made by a healthcare professional? Alternatively, if I need to speak with a doctor, I am looking at a two-week wait. I am struggling to understand this situation. I have been asked to ring back at ten o'clock to review my medications, which are long-term prescriptions that should be on continuous repeat. Overall, this experience has left me feeling considerably worse and quite frustrated with the process.

Impossible to book an appointment here

I have never managed to see a doctor at this practice and I do not believe they have any available. I feel that even one star is too generous a rating.

Turned away after fall outside surgery doors

I am hoping that by sharing this experience, someone will take responsibility and reflect on how my elderly grandfather was treated. He experienced a significant fall just outside the surgery. A compassionate stranger who was nearby came to his assistance, helped him to his feet, provided a tissue, and accompanied him into the surgery where he had just attended. He requested basic assistance to clean up his injuries, which included facial grazes, bruising around his eye, injured ribs, and debris from the fall. Rather than offering first aid support, the surgery directed him to attend a walk-in centre located a short drive away. He was not seeking a formal appointment, merely some basic wound cleaning, first aid supplies, and perhaps a moment to recover from the shock of his fall. A small gesture of compassion would have made a significant difference. My grandfather remains active and independent at his age, and felt let down by being turned away when he needed minimal support following an accident that occurred on the surgery's premises. I would like to extend my gratitude to the kind woman who helped him during this difficult moment. Her care and consideration meant a great deal to him. The surgery's response fell short of what we would have hoped for in these circumstances.

Rushed appointments leave patients feeling unheard

Absolutely disappointing experience with the care provided to my father. First and foremost, obtaining an appointment is extremely difficult, and when one is finally secured, the consultation feels rushed. The clinician appeared to cut short the discussion of my father's health concerns before he had fully explained his symptoms, instructing him to book another appointment instead. Additionally, it took considerable time before my father received clarity regarding the significance of his test results and their implications for his health.

Late night pharmacy visit went smoothly

Excellent pharmacy with courteous team members. I was able to receive my second vaccination and collect both of my medications all in one visit late in the evening. Very convenient and efficient service.

Quick appointment after early morning call

I called early in the morning to request an appointment and was offered a slot mid-morning. I arrived a few minutes early and was seen promptly without delay. The service was excellent and the team provided great care.

Easy to get appointments here

Excellent practice, I've never experienced difficulty securing an appointment. There are occasional challenges reaching the practice by phone initially, particularly during peak times in the morning, though this is a common issue across healthcare services rather than unique to this facility. The front desk team consistently demonstrate helpfulness and medication requests are processed with impressive efficiency. Every appointment I've attended has left me feeling content with the care received, which contrasts positively with my previous experiences elsewhere. For those considering registering, this would be a worthwhile choice. Certain areas could benefit from development, though many of these relate to broader NHS system factors rather than matters within the practice's direct control.

Quick response when we needed help most

I contacted the surgery after arriving home from work as my husband was experiencing discomfort and respiratory difficulties. The surgery provided excellent support throughout. A staff member liaised with a clinician who agreed to see him promptly. Within an hour of getting home, he had received medication and was able to rest well. The service provided was outstanding and of a very high standard.

Reception staff attitude needs improvement

The service fell short of expectations, with some reception staff displaying unhelpful attitudes that made visits feel unwelcoming. Clinical staff performance was similarly inconsistent.

Receptionist got me in when worried

Called in at short notice today feeling quite anxious about what I was experiencing. The reception team promptly returned my call and offered me an immediate appointment. The clinical staff member I saw was warm and supportive, and the doctor I consulted with for the first time was very professional and reassuring. They helped ease my concerns considerably. Much appreciated.

Surgery removed us instead of addressing concerns

I had to relocate to a practice closer to my residence and this was the nearest option available. Unfortunately, my experience at this surgery has been disappointing. During my last visit, I felt treated disrespectfully and believe I was treated unfairly. I was concerned that the practice's response to my concerns did not address the issues I raised.

Reception staff were helpful and friendly

I've attended the practice primarily for appointments involving my young children. The reception team have consistently been pleasant and supportive. While experiences with some clinicians have varied, I've found two particular doctors to be excellent—both demonstrating strong knowledge and a genuine approachability that made consultations comfortable. I also saw another doctor for my daughter's routine check-up recently and was impressed by her friendly manner and the way she interacted with my child.

Cancellation process could be clearer for appointments

I am very pleased with this pharmacy and how they handled the Covid vaccination programme. I would greatly appreciate it if the pharmacy could bring to the attention of the NHS some difficulties I experienced when trying to cancel my vaccination appointment after being offered an earlier slot elsewhere. It appears that internet searches and NHS vaccination booking platforms do not make it easy to find the contact number needed to cancel an appointment. The correct number is 119. It would be unfortunate to see vaccines go unused. Thank you again for your assistance.

Quick and well-organised vaccine appointment

Attended for my first vaccination appointment and found the staff to be excellent, with everything running smoothly and efficiently. The process moved quickly throughout. I have significant anxiety around needles stemming from a previous difficult experience, and the healthcare professional was exceptionally supportive and reassuring. Would definitely recommend this practice.

Welcoming centre with efficient organisation and pleasant staff

The practice felt welcoming and well-organised, with the team and clinician being very friendly and approachable.

Reception could be friendlier sometimes

I have been attending this practice for quite some time. The clinical staff are really good. Just occasionally, some reception staff have been a bit curt, which is a shame as it reflects poorly on the practice overall, but on the whole I am satisfied with this surgery. The practice has managed well during recent health challenges. I appreciate having the pharmacy conveniently located next door. The staff are generally pleasant.

Reception staff made booking unnecessarily difficult

Excellent clinical staff, but the reception experience was disappointing. It felt as though the front desk team took pleasure in their gatekeeping role and made the process of accessing care unnecessarily difficult and unwelcoming.

Staff were genuinely supportive through difficult times

I feel so sorry for the practice ... I was in reasonable health when I joined then soon after I started to experience health difficulties and required considerable medical support including referrals and ongoing medication but the team members and clinicians have been wonderful. We also recently experienced a loss in the family (also a patient here) and the healthcare professional and other staff members were exceptional in their care. So pleased we made the decision to register with this practice. Keep up the excellent work

Reception staff were dismissive and rude

The reception team's conduct was disappointing and unpleasant, which I would recommend others be aware of. However, the clinical staff provided excellent care.