Sunbury Group Practice - Ratings and reviews
Reviews
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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
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Review titled Great kindness
Rated 4 stars out of 5
by Anonymous - Posted on 18 November 2022
The reception staff could not have been more kind or patient in explaining the on line process to request help and a sick note whilst I was sick with COVID. Thank you all for your care, kindness & professionalism. Stay safe & well.
Visited November 2022
Review titled Sunbury Group Practice
Replied on 22 November 2022
Dear Patient, Thank you for taking the time to leave your positive review on the kindness of our staff, and the help you received while being sick with covid. I will ensure the positive feedback is passed across to the team - it really helps to know we have made a difference. Wishing you a speedy recovery. Kind Regards Richard Fryer Business Manager
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Review titled Not great service at all
Rated 2 stars out of 5
by Anonymous - Posted on 07 October 2022
I am writing this with the most frustration. Just trying to get through is an ordeal. had nearly an hr wait to get through. When you get through - they tell you to use the internet. You tell them the internet forum is not working as they have Internet issues. They refuse to write it down and pass it to the doc... They say call back Monday!!! All you want is two minutes with the doc to clarify that you want to go ahead with some treatment... They wouldn't even take a message! Can’t use pen and paper??? I have found since dealing with them with my elderly mum that they are so unwilling to bend in any shape or form, when to be honest a couple of minutes of someones time would or could resolve some major issues going on. I would not recommend this service to anyone. Appalling.
Visited September 2022
Review titled Sunbury Group Practice
Replied on 17 October 2022
Dear Patient, I’m sorry that your recent experience with our practice has not been a positive one. Our wait times have indeed increased in recent weeks, with more and more patients contacting us on a daily basis. We are working to resolve this by recruiting more staff into our reception team, and hope that by doing so we will improve the service for our patients. I can confirm that we have been experiencing technical difficulties with the website, and have been in contact with our website provider to look into why this could be. The website is provided across Surrey Heartlands practices, and we will also be looking into whether these technical issues are specific to us or across the region. We have also experienced a particularly difficult few weeks staffing wise, and it has been necessary to pause the website contact to ensure we meet the clinical needs of patients who have submitted requests to us. We held a meeting with our Patient Participation Group (PPG) on Tuesday 11th October, where the discussion centred around the website and the challenges faced both by us and our patients. We are now planning a number of changes which are currently in progress. We continue to review the website and monitor the feedback we receive from our patients, and once changes have been made to our internal processes, we will update the website accordingly. I’m sorry that our receptionists would not take down a message from you, however depending upon the nature of the information you wished to pass across, it may be clinically appropriate for you to have a conversation with your GP to discuss clinical treatment. If you would like us to look into this further, please do contact us using our feedback form on our website; https://www.sunburyhealthcentre.nhs.uk/practice-information/suggestions-and-feedback/ and this will give us the opportunity to understand your individual circumstances. Thank you for taking the time to leave feedback on our service, I do hope that both you and your mother are well and are better able to access the services you require. Kind Regards, Richard Fryer, Business Manager
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Review titled Rude and unproffesional receptionist
Rated 1 star out of 5
by Anonymous - Posted on 28 July 2022
We recently attended the practise and after having issues at the previous visit regarding bloods tests the doctor wrote a note which was given to the receptionist. They called the doctor an "idiot" in front of me at the reception desk. The receptionist are extremely rude and short tempered. They act as if they know better than the doctors and nurses and do not listen to patient requests. When making a complaint to the practise you get no reply other than a "we will look into this matter", this was months ago. The doctors and nurses are great, but the receptionists make the entire practise terrible.
Visited July 2022
Review titled Sunbury Group Practice
Replied on 29 July 2022
Dear Patient, I’m very sorry to hear about your recent experience at the practice. Thank you for taking time to comment on the service you have received. This is not the level of service we expect members of our team to provide, and I would like the opportunity to find out which member of staff you had this interaction with. In order for me to be able to do this, please contact the practice using our online Feedback form: (https://www.sunburyhealthcentre.nhs.uk/navigator/feedback/) and I can assure you the incident will be investigated fully by the reception management team. Complaints received in writing to the practice are dealt with according to our complaints procedure, and I am confident that I have responded to all that have been received. If this is not your experience, I would also like to hear about this as I can then review not only your complaint, but also our reporting processes on this matter. Please do get in touch, as it is only by receiving feedback that we can help to improve our service. Kind Regards, Richard Fryer Business Manager