The Sutton Manor Surgery
LH
Laura H. 2 years ago • From Google
Bad
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.
John W.