Sidney House Surgery - Ratings and reviews
Reviews
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Review titled Fantastic Practice
Rated 5 stars out of 5
by Anonymous - Posted on 04 April 2024
I have had to make several appointments by phone over the past few months. Always got an appointment. Had ECG in January at the surgery and got the results back very quickly. Yesterday I had a blood test and was phoned this afternoon with the results. I cannot fault the system and the caring attitude of everyone here. Thank you all so much
Visited April 2024
Review titled Sidney House Surgery
Replied on 24 April 2024
On behalf of all of our staff, thank you for taking the time to share your positive feedback with us; it means a great deal to us. Kind Regards, Alexandra Jones Practice Manager Sidney House & The Laurels Surgery
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Review titled Very happy
Rated 5 stars out of 5
by Emily - Posted on 10 January 2024
Have had nothing but great experiences with this surgery since we moved to the area a year ago. Both me and my partner have attended a few times and each time have come away feeling listened to respected and taken care of! We have never had any issues getting an appointment, have always got one on the day and barely had to wait on the phone to get through - feel we are in very safe hands with the surgery
Visited January 2024
Review titled Sidney House Surgery
Replied on 11 January 2024
Dear Emily, Thank you for taking the time to share your experience at the Surgery. Your comments have been shared with the GP who was delighted to hear your feedback. We strive to do our very best despite all the challenges healthcare services are facing; it means a lot to us to hear positive comments from our patients. Kind Regards Alexandra Jones Practice Manager Sidney House & The Laurels Surgery.
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Review titled Getting help feels impossible
Rated 2 stars out of 5
by Anonymous - Posted on 10 July 2023
Over the last 3 months. I have tried to reach out for various reasons to get support. It took me 2 months to get a doctors appointment despite trying hard to explain to reception in the 10 seconds you get to give details of what's going on and they decide whether its worthy of seeing a doctor. If it wasn't for the remarkable paramedic consultant that went into a Dr's office to say something isn't right after 4 appointments with her in a month with no improvement to only get a GP appointment 2 weeks later! That appointment was slap dash. I have tried to contact them again this month, when I spoke to the GP there was no interest in my circumstances. No willingness to listen and understand what is going on. I have reached out for a reason and its like you are an inconvenience. It is such a shame as I would sing from the rooftops at how wonderful a practice it used to be. Now its hard to feel valued for the 10 minute call or appointment. I know the NHS is super strained I completely understand that. They all have a tough job but some listening ears would not go a miss.
Visited July 2023
Review titled Sidney House Surgery
Replied on 11 July 2023
Dear Patient, Thank you for leaving us your feedback and we are genuinely sorry that you have had difficulties at the surgery. It is frustrating for us receiving anonymous feedback, as we cannot establish what has happened from our point of view, or to investigate the concerns raised. I urge you to contact me via sidney.laurels@nhs.net so that I can address your concerns thoroughly. As these reviews are public, I feel it is important to reply as best we can to reassure others who may see it, and to respectfully challenge inaccuracies, if any. I am concerned to hear that you felt disregarded and not listened to when you saw the doctor. I would certainly expect empathy and due consideration from our staff; if this was not shown to you then I hope you will accept our apologies. Ideally I would like more information from you, and the doctor’s view, to address this appropriately. The main cause for complaint in General Practice is the difficulty getting an appointment; there simply are not enough for everyone who wants one. It is a fine balance allowing booking in advance (which we now offer), reserving appointments for on the day, and then holding back a small amount for acute emergencies. Our reception team will always enquire as to the reason for a patient wanting an appointment, not to pass judgement on whether the patient is ‘worthy’, but to match them with the best health care professional for their need. This is not always a doctor, or even a nurse. We are fortunate to have a wide variety of staff including physiotherapists, pharmacists, health care assistants, social prescribers, and a paramedic. Depending on the patient’s problem, these colleagues are better skilled than a GP in their areas of expertise. The ways in which you can contact us have evolved. Following a significant volume of complaints, we completely upgraded our ‘phone system so that we now have a ring-back feature meaning you do not have to purposely stay on hold. We offer online appointment booking, some of which are only visible to patients eligible for certain procedures such as baby immunisations or cervical smears. Please also consider using eConsult, via the NHS App our website. You will not need to join the rush at 8am on the phone lines, you can submit the online form at a time convenient to you. The reception team treat these requests in the same way they do a phone call, matching the requests with the best person for their need. Many of our long-standing patients express nostalgia at how the Practice “used to be” when their expectations cannot be met. The challenges we face now are a world away from the ones in times past. However I hope I have been able to explain, we have met these challenges with new ways of working, with a more diverse workforce and a willingness to engage with our patients. Nevertheless, I am sorry you feel we have let you down and I would genuinely be pleased to talk to you about your concerns. Alexandra Jones Practice Manager
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Review titled Very many thanks
Rated 5 stars out of 5
by Patient BS - Posted on 17 August 2022
I should like to express my deep appreciation for the receptionist at Sidney House surgery. I have found them always kind, responsive, and very helpful. They make such a difference to patients’ experiences with NHS under so much stress. Grateful thanks. My gratitude also goes to the lady phlebotomist – she is in a world-class of her own. Such a pleasure to be treated by her!
Visited August 2022
Review titled Sidney House Surgery
Replied on 22 August 2022
Dear Patient BS, Thank you so very much for your review and feedback. The reception team have a very challenging job and they will be delighted to hear your comments. Similarly, I will share your praise with our phlebotomist. Kind Regards, Mrs Alexandra Jones Practice Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Julie Sanderson - Posted on 18 July 2022
My older brother, who has Down's Syndrome, a profound learning disability and chronic kidney disease, recently suffered a bad urinary tract infection. He developed a severe reaction to the antibiotics prescribed, despite having taken them many times before, and quickly became very unwell. Once again I cannot praise Sidney House Surgery enough for their care, speed and efficiency in helping my brother from the onset of his illness through to his recovery. Early on Thursday 7th July his urine, rash, temperature, pulse and breathing were causing me to be concerned about the possibility of sepsis. I phoned Sidney House Surgery and was advised by the receptionist to call 999, I was also told that a GP would ring me as soon as morning surgery finished. The ambulance arrived within 20 minutes and the crew gave my brother an extremely thorough assessment. Thankfully sepsis was ruled out, but as we are just a few minutes from the Surgery the ambulance crew went to speak in person with a GP about my brother's condition, bearing in mind his medical history, and discussed whether he needed hospitalisation or a different treatment at home. The GP then phoned us to discuss the new treatments prescribed. These treatments were very effective and my brother has now made a full recovery. I just wanted to give this positive feedback because the GPs and staff at Sidney House Surgery have always provided excellent service to us and I feel very reassured to have them as our GP Practice.
Visited July 2022
Review titled Sidney House Surgery
Replied on 20 July 2022
Dear Julie, Thank you so much for sharing your positive experience with the surgery, which I will make sure gets back to the individuals who were involved in your brothers care on 7th July. We are glad to hear your brother is better now, and we will of course be here for you if he needs us again. Alexandra Jones Practice Manager