The Sutton Manor Surgery

Receptionists make or break the experience here

The practice has some capable clinicians, though the reception team presents mixed experiences. A couple of the receptionists are notably welcoming and efficient, while another member of staff can be difficult to interact with, sometimes appearing defensive and lacking in competence.

Reception staff dismissive about repeat prescriptions

The clinical staff are approachable and demonstrate excellent rapport with younger patients. Since joining this practice recently, I have found most of the reception team to be helpful and accommodating. However, my experience with the repeat prescription process has been disappointing. During a recent interaction, I felt the receptionist was dismissive, interrupted me while I was explaining my situation, and was unhelpful in resolving my concern. I was advised to wait until the following week, despite the request taking four weeks to process. The receptionist's response suggested the issue was my responsibility, though I explained that my previous healthcare provider would typically issue additional supplies for ongoing daily medication. When I attempted to clarify further, I was interrupted mid-sentence and told the request had been submitted and I would need to wait to see the outcome. Overall, I felt the communication during this interaction fell short of what I would expect.

Receptionists need better customer service training

The reception team could benefit from additional training to improve their approach and professionalism when dealing with patients.

Reception staff attitude needs improvement

I have had consistently poor interactions with a member of the reception team. On multiple occasions, I felt the service was unhelpful and the attitude was unwelcoming. I was also uncomfortable with how a family member was spoken to during a visit, as I felt it was inappropriate and not the reception team's role to address behaviour in that manner.

Booking appointments only offered when specifically requested

I have contacted the practice twice over the past month, once regarding myself and once for my child. I attempted to arrange appointments approximately two weeks ahead as I had planned time away from work. Both times, I was informed that only same-day telephone consultations were available. This arrangement does not suit my work schedule. Neither call resulted in an offer of the extended weekend availability options. I only became aware of this service through a personal connection and had to specifically ask for it. It seems unreasonable that a family practice would not proactively present appointment options or suggest alternatives to patients.

Helpful doctors but hard to book appointments

The medical professionals here are excellent, though obtaining an appointment can sometimes be challenging.

Long wait for urgent appointment availability

I have been experiencing ongoing symptoms that are causing me concern, even with my current medication. I contacted the practice today to request an appointment and was offered a date several weeks in the future. I am frustrated with this wait time and would like to know how to switch to a different practice.

Reception staff were dismissive on the phone call

I called reception to discuss how I receive my medications, and felt the staff member was dismissive of my preference for having repeats delivered rather than attending an appointment, which I understand can involve lengthy waiting periods. When I attempted to explain my reasoning, the staff member began speaking with a colleague while I was still talking, then ended the call abruptly with minimal courtesy. I was surprised by this interaction, as I expected reception staff to communicate with patients in a professional and courteous manner. While I rarely leave negative feedback, I felt taken aback by how curtly I was treated during this call. Given that I work in a customer-facing role myself, I would not approach interactions with such a dismissive tone, and I felt the response I received was unwarranted.

Struggling to book appointments here

It is difficult to secure an appointment at this practice. The reception staff could demonstrate a more welcoming and helpful approach.

Reception staff made booking unnecessarily stressful

The clinical staff are very good, and once you manage to secure an appointment, the care provided is of a high standard. HOWEVER, the reception team!!!!! They need to understand their role! And carry out their responsibilities properly! They are there to deliver a service that should be kind, caring and compassionate! NOT to be curt, intrusive or dismissive of patient concerns! Unfortunately, these staff members make visiting the surgery far more stressful than it should be!

Impossible to book appointments in advance

It is difficult to secure appointments at this practice. Advance bookings are not readily available, and patients are directed to call for same-day slots, though these are extremely challenging to obtain.

Friendly reception staff made the visit pleasant

The reception team were welcoming and well-informed. The clinical staff demonstrated excellent professionalism and competence. Their dedication to managing a demanding role is truly commendable.

Staff showed genuine dedication to my care

I have consistently found the team at this practice to be remarkably dedicated and professional. Throughout my time as a patient, I have received care for a range of health concerns, and at my current age I am pleased to say that these issues have been effectively addressed. I am now in a position where I no longer require regular visits to the surgery, which is a testament to the quality of care provided. While I appreciate the efforts of the entire team, I would like to give particular recognition to one clinician in particular for their exceptional contribution. I am genuinely grateful to everyone involved in my care.

Long waits despite priority status

It takes four weeks or longer to secure an appointment, even when you have been marked as a priority case by a clinician.

Reception staff helpful and genuinely friendly

Since becoming a patient at this practice several years ago, I have consistently had a positive experience. The reception team have always been helpful, friendly and courteous whilst maintaining good efficiency. The clinical nursing staff are similarly friendly and efficient. The medical practitioners allocate sufficient time during consultations, demonstrate genuine interest in patients' concerns and conduct themselves in a professional yet approachable manner. In recent months, I have noticed an improvement in appointment availability for both nursing and medical consultations. The online systems for managing prescriptions and related administrative tasks work very smoothly, with medications typically being delivered to the chosen pharmacy within a day of ordering. I have no criticisms regarding the practice, its team members or the standard of care provided, and I remain very satisfied with the service overall.