Sidley Medical Practice - Ratings and reviews
Reviews
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Review titled Great practice
Rated 5 stars out of 5
by Amanda Morris - Posted on 29 February 2024
Blood taking nurse went above and beyond today. Stayed on to fit me on the end of her clinic as needed bloods taken for op in March. I suffer with anxiety and she got me straight in and put my mind at rest and took the time to chat and make me calm. Very professional made a stressful time easy for me. The visit was on 29/02/24. Thank you she is a credit to the team. Didn’t manage to catch her name
Visited February 2024
Sidley Medical Practice has not yet replied.
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Review titled Shocking practice
Rated 1 star out of 5
by Miss Sleet - Posted on 12 October 2023
I moved to this area in 2020 and have experienced very poor service and low levels of patient care every time I’ve engaged with them. I understand the pressures faced by the nhs and wouldn’t say my practice in London was exceptional but they prioritised patient care and listened and responded to concerns. What strikes me reading these reviews is that the issues I am experiencing are being experienced by others which is reflected in the rating of this surgery. In summary the issues are: - inadequate booking process/system. No appointments are available and the need to call the surgery at 8am and wait, on some occasions over 1 hour for calls to be answered. It appears the system has been designed to actively discourage people from seeking medical help - prioritising telephone appointments when the medical issue you have requires a face to face appointment. - telephone consultations are at the surgery's convenience with no flexibility built in for the working population. I cannot just drop a work call to accept a gp call - I don’t understand why you cannot provide times, even approximate. If you are not available when GP calls, there is no follow up - I still have a medical need which is what should be prioritised - reception staff are defensive when you raise concerns, are intrusive in their questions when information they seek is on your medical notes which GP can see. On my most recent call the receptionist did not know who had management responsibility, Infact they didn’t even know what the title of their line manager was and made no effort to find out - this in my opinion was actively discouraging me from raising complaints. Their role is vital, but I don’t think they understand that they are a patient service and should treat patients as ‘customers’. Different staff give different information on different days which makes it impossible to navigate the system - the Practice Manager is impossible to get hold of. I have been trying to get an appointment with them for nearly one month - first they are not at work, now they have left. No one I have spoken to can tell me who has oversight and/or has assumed the ‘pm’ responsibilities in their absence - it is concerning as it seems chaotic, unnecessarily bureaucratic and the surgery seems to lack management oversight - today I just need a follow up conversation with my gp on next stage of investigation in relation to my medical issue. I don’t need to take up valuable nhs time - but I have now spent over 1.5 hours on something that should have been relatively simple and in theory the follow up should have been instigated by the surgery in relation to my presenting medical issue. Gps are fine when you get to see them. The surgery needs to step back, reflect on concerns of patients and design systems that resolve what are systemic issues in the practice. They do not serve patients well and therefore need to be reviewed.
Visited October 2023
Sidley Medical Practice has not yet replied.
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Review titled Very poor service
Rated 1 star out of 5
by MRS IVELINA KIRILOVA - Posted on 07 March 2023
Me and family have been patients in this practice for about 10 years now and the overall service was good, but for the last 2 years has become dreadful, even unsafe being a health care professional myself I can see the decline. No GPS, no appointments Not able to get trough the Surgery for over 2 hours on hold, and I am start ringing from 08:00. I haven’t seen a GP for over a year, always over the phone, or Nurse practitioners. I understand if it’s a issue which can be resolved over the phone, but my child has a chest infection and I am asking for a gp consultation, the answer is you have to be triage by nurse. Or they prescribe antibiotics over the phone, No online appointments available, and if you are lucky to get a phone call back is too late for appointments and they tell you to ring again in the morning waiting over an hour. No blood results follow up, before they used to send you a letter or you will get a phone call. If they are not able to provide the service they are advertising they should close. We as a patients are left to seek private GP visits or alternatives, or attending A&E because no else will help, and no wonder A& E is packed with patients who should have been seen first in they GP practice.
Visited February 2023
Review titled Sidley Medical Practice
Replied on 08 March 2023
Dear Mrs Kirilova. I'm sorry to hear you have concerns about the service provided. I can see that you called the surgery on the 7th of March at 08:03am and made use of our call back function which means you do not have to wait on the phone but your place is held in the queue. A member of staff called you back at 08:04am and booked the appointment requested for your child. As explained staff cannot book face to face appointments as clinicians triage by telephone first and only see those patients who need to be seen face to face. This means more patients can be seen per clinic. The telephone consultation with a GP took place at 10:26am and because the GP decided they needed to examine your child they saw you with your child face to face at 10:56am. Nurse Practitioners and our Paramedic Practitioner are fully capable of reviewing and diagnosing a wide range of conditions and can prescribe medication to treat. If they believe further input is required from a GP or consultant they can book an appointment, make a referral or discuss either individually or at the weekly Practice meeting for clinicians. We do not inform patients of their blood tests if they are within range and only contact where action or intervention is required. I can see that your review was submitted 7th of March but assume this was either before you contacted us or attended the appointments.
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Review titled Outstanding at being useless
Rated 1 star out of 5
by Anonymous - Posted on 18 November 2022
In 7 years of being at this practise I have watched the decline and have lost all faith in it. It’s impossible to get through, even when you do they don’t address the problem. No follow up. No help. No Doctors, apparently! The staff seem to be off sick more than the patients. They simply fob you off to get you of the phone. Now moved to another surgery and the improvement is beyond amazing.
Visited October 2022
Review titled Sidley Medical Practice
Replied on 08 March 2023
Dear anonymous, I'm sorry to hear that you had concerns about the service provided. We did have high levels of sick absence and when a member of staff tests positive for Covid they have to remain off work until they have 2 clear tests after day 5. This means they can be off for 10 days and are not always able to work from home due to symptoms. We do have the call back function which means that patients get called back when it's their turn in the queue saving them waiting on the phone. We had 2 GP Partners leave the surgery as well last year but the good news is that we have 2 GPs joining around May this year. Until then we continue to cover with Locum GPs. We have also recruited an additional full time Nurse Practitioner who has a specialist respiratory background. If appointments are all booked it is usually because of high demand not low capacity. We have increased the number of appointments, referrals, prescription requests and issued more new medication than we did before the pandemic started in 2020. We have various options available when patients call in such as podiatry, physiotherapy, community pharmacy, extended access appointments at the weekend and evening, electronic consult where the patient can complete a form and NHS111 can book a number of patients into our clinics where appropriate. We work closely with the other surgeries in our area and there are additional staff at the PCN who provide a multitude of services.
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Review titled Takes too long
Rated 3 stars out of 5
by Anonymous - Posted on 27 October 2022
Although the I find the Doctors at this practice very good, the length of time it take to authorise a repeat prescription is far too long, the web site states that the practice needs two day to complete authorisation, but in reality it is taking much much longer and with delays at the chemist as well there is serious risk I will run out before the medication is picked up.
Visited October 2022
Review titled Sidley Medical Practice
Replied on 08 March 2023
Dear anonymous, we allow 2 full working days to process prescriptions which does not include weekends or bank holidays. We were impacted by sick absence last year and apologise if this was a period that was beyond our control. If staff test positive for Covid they cannot return to work until they have 2 clear tests from Day 5 therefore could be off for 10 days.