Sutherland Lodge Surgery - Ratings and reviews
Reviews
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Review titled A pale imitation of a once good practice.
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2024
Been registered with Sutherland Lodge since the early 70's, when my Step-dad was a partner there. The Sutherland Lodge of 2024 is a pale imitation of what was a fine practice, staffed by people who cared about their patients and the care provided. Actual humans, not the uncaring 'gatekeepers' of recent years. Now replaced with an automated booking system, who's only response seems to be "Temporarily unavailable. We have paused access to online queries as we have reached capacity for the day." Tried for three weeks, gave up. Looking to move on to a new surgery, as Sutherland Lodge doesn't seem to be a surgery anymore.
Visited April 2024
Sutherland Lodge Surgery has not yet replied.
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Review titled Failing Practice
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2024
I needed an appointment. Tried to complete online form at 7.50am on Monday and was already closed due to capacity issues so had to get a private appointment. Attempted to get another appointment on Tuesday via form. Despite completing the form I had not heard anything by 3pm so went to A&E given antibiotics and told to return if they did not work. Wednesday afternoon receive an appointment from Surgery for the 21st March. Absolutely useless not sure how anyone who has no alternatives copes
Visited March 2024
Sutherland Lodge Surgery has not yet replied.
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Review titled Great Seevice
Rated 5 stars out of 5
by Jonathan - Posted on 18 November 2023
Used the new booking system for the first time. Got a helpful message from the doctor and an appointment booked for the following week. The reception was very friendly even though the renovation work has obviously started. Great leaflet explaining what is happening. This surgery has improved so much over the past few years. Thanks
Visited November 2023
Review titled Sutherland Lodge Surgery
Replied on 14 March 2024
Dear Jonathan, Thank you so much for your positive response. We look forward to the time the building works are finished and both the patients and the staff have a super surgery to visit and work in. I will pass your comments onto the team. Yvonne Service Manager
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Review titled New appointment system
Rated 2 stars out of 5
by Anonymous - Posted on 15 November 2023
We now have use a new online appointment system, I received 6 text messages yesterday to make an appointment with a doctor within 2 weeks. This I tried to do only to find the new appointment system had closed early as it was over subscribed. How can this be an improvement as it can only be used a limited amount of hours?
Visited November 2023
Review titled Sutherland Lodge Surgery
Replied on 15 November 2023
Dear patient, Thank you for taking the time to post your comment. The new online appointment system is monitored to ensure the requests we receive allow us to triage all patients and to operate within safe parameters. Winter Pressure and general coughs and colds do increase the number of requests received. We have made a change to the way we send blood test results, you may have been given one form however each test ticked on that form is returned to us separately. On this occasion you received a text for each one. We will ensure all Doctors are aware of the new way of notifying patients of test results. The option to call the surgery is still available if you have received instruction to book an appointment urgently. Our form opens at 7.00am and so for routine appointments it is sometimes necessary to wait until the next day. Under 5's and over 75 or frail are encouraged to call the surgery once the form closes and it is clear from the message on the on-line form that this is the process to follow. Once again I apologise that you were unable to access the form immediately, we would not have capacity to meet the demand if the form were available for 24 hours. Many GP surgeries in the country now have a digital front door and all are working towards this by March 2024. You will be aware that we are in the first week of our refurbishment however you may not have seen our update advising patients that staff are working slightly differently during this exciting time. Should patients have queries or concerns we have posters encouraging people to contact us via our email address. Once again thank you for your feedback. Yvonne Wright Service Manager
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Review titled Unacceptably awful service
Rated 1 star out of 5
by Anonymous - Posted on 26 July 2022
Agree with all previous comments, it has not improved. Promised calls that never happen and continually have to chase them for a response.
Visited July 2022
Review titled Sutherland Lodge Surgery
Replied on 16 November 2023
I am very sorry this happened and for the very long delay in responding. Lots of things have changed including the way in which we book. My apologies we were unable to resolve this at the time. We do have a complaints process through which we respond to all complaints very quickly.