Sudbury & Alperton Medical Centre
CP
Crislaine P. 5 years ago • From Google
Poor
The first star reflects my experience with the clinical staff, while the second acknowledges difficulties with reception services, who sometimes struggle to provide clear answers. I have considered changing practices, but the alternative options available to my family are operated by the same organisation, which means I feel unable to switch providers. The appointment booking system is extremely challenging. Calls typically take 45 to 60 minutes to connect, with repetitive automated messaging throughout. The process requires significant time commitment, and callback times are determined by the practice with no guarantee of when contact will be made. Recently, I booked an appointment for my young child and requested a specialist referral. I was advised to complete a course of medication first, then told a blood test would be necessary. When I asked for a referral for this test, I was informed that one would not be provided as the results were expected to be negative, making a referral unnecessary. When I insisted on specialist assessment, I was told that the clinician I was speaking with was not my child's regular doctor, and therefore could not process the referral. Upon requesting my child's assigned doctor's details, I was given this information but discovered I cannot actually book appointments with that specific clinician through the practice—only with whoever happens to be available. The previous week, I attended an appointment for my child that resulted in a test being recommended. The clinician indicated they would contact me within two days, but I have not received this callback. Today I made multiple calls to the practice, each involving approximately 45 minutes of waiting time. A receptionist sent me a link to download an application for booking appointments with my assigned doctor. However, this application only facilitates paid consultations and cannot be used to book standard GP appointments, which feels like an attempt to encourage purchasing additional services. I am deeply distressed while writing this. I feel disrespected by the treatment I have received as a patient and taxpayer. Since 2015, I have received inconsistent information and poor support. I have ongoing health concerns that remain undiagnosed, and I have never received written communication regarding test results or investigations into my symptoms. My child has been experiencing respiratory issues and developing joint concerns, yet the clinicians I have consulted have not taken these seriously enough to arrange appropriate imaging. My child's recurring joint problems are worsening, and I feel my concerns are not being taken seriously. I would welcome information on how to lodge a formal complaint about these experiences.
Khadija z.