Sutherland Lodge Surgery

Sutherland Lodge Surgery Feedback

1. if you have any choice,avoid. Terrible Cate.

   No continuity of care. Chaotically managed. Basic procedures such as repeat prescriptions and blood test requests mismanaged. Almost impossible to get an appointment. Front line staff not well trained and sometimes lack basic manners. Some doctors lack people skills.

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2. No answer !!!

   I received a letter inviting my to make an appointment for a smear test. I have tried and tried to call the surgery but I am cut off every time. The previous time I needed to make an appointment I called for three days, making no less than 600 attempts (my mobile shows the amount of calls I made). This is absolutely terrible. The surgery having been making the same excuse about their telephone service for years saying it’s going to be improved, so when oh when will this happen. I hope I live long enough to see it. I am now trying to change GPS after 20 years of being at Sutherland Lodge. Before VirginCare this was an excellent practice.

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3. Absolutely dreadful

   I called over 200 times. I got through 4 times with the phone ringing for 10 minutes then being cut off. I finally got through and asked for an appointment for my son who has suspected tonsillitis. I was asked by the receptionist if we had been to our pharmacist. I said no as I knew tonsillitis needs antibiotics as my son does suffer from this regularly. She was very curt and said she only had a few appointments left and was very reluctant to give us one of them. You can’t leave tonsillitis untreated so she very begrudgingly gave us an appointment,after which she just hang up abruptly. We are in the process of leaving this surgery as it is stressful to use and very unpleasant these days

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4. Very rude service

   Every time i have been to this doctors surgery I have awful service from the doctors themselves. This review does not reflect on the nurses who have been great if i’ve seen them, but the doctors i’ve seen are awful. A few examples, the first time I ever went here earlier in 2018, the doctor didn’t take my height, weight or blood pressure for contraceptive pills and just put me on a repeat prescription for anti depressants. She couldn’t have cared less if she tried. My previous doctor made sure to see me monthly and review my situation, this one didn’t care less. And now today, she threw the repeat prescription across the desk at me and didn’t care one bit. I would expect much more from a doctor. I basically told her what was wrong and she asked me what I wanted her to do about it. Disgraceful and i cannot wait to move to another surgery.

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5. Unsafe practice when GP did not check my name

   When I visited this practice in spring 2017, the locum GP did not check my name and issued me a prescription with the details of another patient.They also wrote my case notes on another patient’s electronic record.I noticed the error and the notes were hastily re- written with a new prescription issued.
   I raised this as a concern with the Customer Care Centre at Virgin Healthcare who run this practice who acknowledged receipt but, up to this time(October 2017) ,have never bothered to respond in detail to the substance.
   The issue has been reported to the CQC recently by myself as I feel it could be potentially harmful. [What was good about the service? How do you think this service could be improved? – edited by HWE] Service could be improved by actually responding to concerns to make sure active learning is taken from poor practice.

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