Sunbury Group Practice - Ratings and reviews
Reviews
-
Review titled Receptionist !
Rated 2 stars out of 5
by Mrs wright - Posted on 22 April 2024
had reason to contact the surgery, for the surgery email address or a particular doctors email address on instruction from our instructed solicitor, as this was a matter relating to the court of protection for my 97 year old mother. I was told for the solicitor to ring the surgery themselves (their time is my money) anyway would the receptionist believe him how could he prove who he is; however the office of the public guardian had no trouble getting in touch ! As usual in Sunbury health centre style which didn’t surprise me. ‘no emails given out I explained the situation, no emails given out, fill in a form to request an appointment’ ‘here we go again.’ I have no trouble with the Doctors they are thorough and efficient and find them approachable. Please, please train your receptionists not to be so abrupt, have a softer tone and a bit more human, then I wouldn’t feel so incensed in writing a rather negative review.
Visited April 2024
Review titled Sunbury Group Practice
Replied on 25 April 2024
Dear Mrs Wright, I’m sorry that your recent experience with our practice has not been a positive one. Thank you for taking the time to leave your review. Whilst I can appreciate your frustration with the situation regarding our email address, our Reception team are tasked with ensuring the correct communication channels are used by both individuals, companies and organisations. Our preferred route of contact is via our website so that all communication is directed to the most appropriate team in the most timely fashion. If you would like us to look into this further, please send your feedback directly to the practice either via our website feedback form. By copying & pasting this link: https://www.sunburyhealthcentre.nhs.uk/services/give-surgery-feedback/ Or you can write to us, marking your letter for my attention. This will give us the opportunity to understand your individual circumstances and to respond to you directly. Kind Regards Richard Fryer Business Manager
-
Review titled Terrible.
Rated 1 star out of 5
by David Houston - Posted on 26 April 2024
I can not fault the Doctor in anyway, she listens and understands and is very helpful 5 Stars for the Doctor. 0 stars for the rest, customer service is very low, can only make appointments online between 8am/11am not every one can access the internet at that time but they do not seem to care about that. When you do call them you are left on hold for ages. Receptionist not good either.
Visited April 2024
Sunbury Group Practice has not yet replied.
-
Review titled Excellent service
Rated 5 stars out of 5
by David Carling - Posted on 29 January 2024
I received a quick and caring response with the necessary referrals promptly made. I felt I was being listened to, in the past my wife had the same experience and we cannot fault our Health Centre.
Visited December 2023
Review titled Sunbury Group Practice
Replied on 02 February 2024
Dear Mr Carling, Thank you for taking the time to leave a positive review on the service both you and your wife have received from the staff here at the Health Centre. I am pleased that you had the necessary referrals made promptly, and that our team have been able to ensure you are cared for and listened to. Positive feedback is gratefully received and will be shared with the wider team. Kind Regards Richard Fryer Business Manager
-
Review titled poor service
Rated 1 star out of 5
by Keith Goddard - Posted on 30 November 2023
I was requested to see the doctor for a repeat prescription. The appointment for made for 10.30 over the phone I turned up and on the booking screen it was canceled as I was too late at 10.33. At 10.40 on my phone, I received a reminder of the appointment to attend. I was told to wait in reception. I waited 1 hour 10mins and then left. with not seeing anyone. I was told I would need to call the next day for a new appointment just for a simple repeat prescription for some cream.
Visited November 2023
Review titled Sunbury Group Practice
Replied on 12 December 2023
Dear Mr Goddard, I’m sorry that your recent experience with our practice has not been positive. Thank you for taking the time to leave feedback on the service you have received. Please note, that although we monitor the NHS.uk review site for feedback, we are unable to comment publicly regarding individual patient experiences for reasons of patient confidentiality. We will instead be writing to you with an outcome. Kind Regards Sasha Thurgood Operations Manager
-
Review titled Worst appointment ever
Rated 1 star out of 5
by Anonymous - Posted on 16 January 2024
Doctor commented on how much weight I’d gained. Didn’t listen when I asked for help. Extremely dismissive of other health professionals ideas and advice
Visited September 2023
Review titled Sunbury Group Practice
Replied on 02 February 2024
Dear Patient, Thank you for your comments on the service you have received from the Health Centre and I’m sorry that this has fallen below your expectations. As we are unable to comment publicly regarding your individual experience (due to patient confidentiality), we shall continue our communications with you via letter to address your concerns. Many Thanks Richard Fryer Business Manager
-
Review titled Horrendous
Rated 1 star out of 5
by Anonymous - Posted on 25 August 2023
Absolutely horrendous doctors surgery. I really do dread ringing them or trying to book any appointments as every single time without fail there is some sort of problem with the receptionists. I have to pluck the courage up to speak to them. I think in the last year of being registered here I have maybe had one helpful receptionist. The doctors and nurses here are great however god forbid you need to actually communicate with a receptionist directly. There have been numerous times that I have been left in tears after phoning and visiting them they really set of my anxiety. Shortly after having my babies I have experienced postnatal depression and the lack of empathy and forcing me to tell them directly my problem when I have told them it’s urgent and i would rather discuss embarrassing and intimate and private things with the doctor directly but they refuse to help if I don’t tell them the whole details. I’m sorry if it’s harder for you to help someone but sometimes all someone wants is a bit of help, support and privacy without having to broadcast every single detail of everything going on in there life to every single person. A bit of understanding and compassion can go a long way. It doesn’t cost to be nice to people. You don’t know how people are feeling or what they are going through. I can’t imagine how people at really low points in there life feel speaking to these people. Disgraceful is all I can say.
Visited August 2023
Review titled Sunbury Group Practice
Replied on 22 September 2023
Dear Patient, Thank you for taking time to comment on the service you have received. I’m sorry that your recent experience with our practice has not been a positive one. This is not how we want any of our patients to feel, especially when (for most patients) the need to contact us is when they already feel unwell. There are ways in which to contact us without the need to call, if you feel this would be a better option for you. You can visit our website: www.sunburyhealthcentre.nhs.uk and choose the option that best suits your needs. Whilst the NHS App can be used to contact us or submit various admin requests, we would suggest completing an online form on our website to request an appointment with us. Once your appointment request is received, our team will triage your request and either book you an appropriate appointment directly or send you a link via text message for you to choose and book your own appointment, for a date & time that suits you. If you chose to call our team, you will be asked for the reason you want to be seen, this is so that they can direct you to the most appropriate clinical staff member for your condition. Once again, I am sorry you have had a disappointing experience. If you would like this to be investigated further, please send your feedback to the practice directly via letter addressed to me and I will be able to respond in more detail. Kind Regards Richard Fryer Business Manager
-
Review titled Good practice
Rated 5 stars out of 5
by Michael David Hinde - Posted on 02 July 2023
Overall my experience has been good to very good with helpful advice and assistance from all concerned at the practice. Unfortunately they are unable to solve my problem, it being beyond their remit and they have to leave it to the wider medical profession, which is another tragic story altogether. About which I would like to speak to a Doctor as soon as possible.
Visited June 2023
Review titled Sunbury Group Practice
Replied on 07 July 2023
Dear Mr Hinde, Thank you for taking the time to leave your feedback on our service and I am pleased that you have been given helpful advice and assistance. I’m sorry that you have a problem that is outside of our remit, and I hope that by contacting the practice directly, you have been able to get an appointment to discuss this further. Kind Regards Richard Fryer Business Manager
-
Review titled Excellent Care
Rated 5 stars out of 5
by Sharlene - Posted on 15 June 2023
I don't often need to bring my children to the doctors but over the past few weeks they have needed to be seen and on each occasion they have been treated promptly and with care. I feel like the current system for booking etc is working great and so much easier. Thank you Sunbury Health Centre!
Visited June 2023
Review titled Sunbury Group Practice
Replied on 19 June 2023
Dear Sharlene, Thank you for taking the time to leave us a positive review of the service you have received, I will make sure your comments are shared with the whole team. We are continuously working on ways to improve our processes in response to feedback and in conjunction with our Patient Participation Group. I am pleased to hear that our current system is working well and I do hope your children are feeling better. Thank you again. Kind Regards Richard Fryer Business Manager
-
Review titled Kind understanding Dr
Rated 5 stars out of 5
by Marion Cosgrove - Posted on 13 April 2023
My mother was uneasy feeling that she was wasting the doctors time. Her Dr was so kind and understanding with my mother. So professional, thorough while being down to earth. Always have a good experience at this surgery. But this was the best. Thank you for all the wonderful work you all do
Visited April 2023
Review titled Sunbury Group Practice
Replied on 28 April 2023
Dear Ms Cosgrove, Thank you so much for taking the time to leave feedback about your mothers positive experience here at the Health Centre. I’m pleased that her doctor was able to reassure her, especially if she had been feeling uneasy already. I will be sure to pass on your feedback to all the team here – it really does make a difference to know how much we helped someone. Kind Regards Richard Fryer Business Manager
-
Review titled So grateful
by julia lacey - Posted on 05 February 2023
I have had a swollen mouth for a few weeks which I kept hoping would clear and caused me a lot of discomfort. I had a phonecall appointment with the Duty Doctor on the same day of my request who prescribed me drops which have cleared the problem so quickly. It is such a relief to be free of pain and be able to get back to functioning. Thank you so very much.
Visited February 2023
Review titled Sunbury Group Practice
Replied on 02 February 2024
Thank you for taking the time to leave feedback about the positive experience you had with our duty doctor. We welcome positive feedback and will be sure to share your comments with the team. Kind Regards