Sunny Meed Surgery - Ratings and reviews
Reviews
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Review titled Worst Response
Rated 1 star out of 5
by Saravanan Natarajan - Posted on 06 February 2024
We relocated to Woking recently with our new-born baby and submitted an application for registration. Our baby is suddenly suffering from continued vomiting and rashes all over the body, including the eyes, with white discharge from the eyes. Me and my wife were trying to get an appointment through a phone call at 8 a.m., but no one was taking the calls. After 4 hours of waiting on the phone line, the call was taken, and they asked us to post our issue online, but they hung up in a bad manner without giving us a chance to speak. We never faced this kind of bad experience with our previous GP.
Visited February 2024
Review titled Sunny Meed Surgery
Replied on 16 February 2024
Dear We sincerely apologize for the distressing experience you encountered while trying to reach us. Your concerns regarding your newborn's health are of utmost importance to us, and we deeply regret any inconvenience caused. Please know that we take your feedback seriously and are actively investigating the issues you've raised. Our team is committed to providing timely and compassionate care to all our patients, especially during such critical times. We understand the urgency of your situation and want to assure you that we are taking steps to address the communication challenges you faced. Additionally, we encourage you to reach out to us directly through our online website or by visiting our practice for immediate assistance. Once again, we apologize for the frustration you experienced and appreciate your patience as we work to improve our services. Your well-being and that of your family remain our top priority. Kind regards Shalini Barnard Locum Practice Manager Sunny Meed Surgery
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Review titled Causing mental stress to the whole family
Rated 1 star out of 5
by Saravanan Natarajan - Posted on 20 February 2024
We moved to Woking and registered our family with this GP, including our new-born baby. When we tried to book an appointment for our baby, they said our baby was not registered and asked us to register again, even though we had our registration confirmation email. Without any other choice, after we registered again, they called us and booked an appointment for a 6- to 8-week review for my wife as well as for our baby, including her vaccination. In between, we had an appointment for our baby for her skin rash and infection (refer to the earlier feedback) and checked again at the reception for our baby's 6 to 8-week review and vaccination, where the staff went through the computer and re-confirmed for us. We received a prescription on that day at this GP and went to the prescribed pharmacy, but they refused to give the medication to our baby by saying that the prescription didn't have the doctor's signature. We tried to get a GP through a phone call to sort this out, but as usual, after hours of long waiting, no one picked up our call, which made us frustrated. When we went to the GP along with our baby on the day of our 6- to 8-week appointment, they turned us down by saying that the appointment was booked only for my wife but not for the baby. It was quite a shock again when the appointment was confirmed twice—through a phone call as well as face-to-face. Again, without choice, we tried to book an appointment at the reception for our baby, and they asked us to call them after a week where the due date for vaccination had already passed. This is a blunder mistake committed by the GP, which might be because of very poor admin management, insufficient training to the staff, or something else that we don't know, and we are under a lot of stress by going through this much hard with this GP for everything so far in these 2 weeks and risking our baby, especially not having the vaccination before its due. Our entire family is going through a lot of mental stress because of these kinds of back-to-back frustrating, worst-case incidents at this GP, especially with our new-born baby, which is something the management needs to take very seriously as we have never faced these kinds of incidents with our previous GP even once. We are thinking of changing our GP from here to somewhere, even though it's the closest one to our residence, as these kinds of mess-ups keep happening to us.
Visited February 2024
Review titled Sunny Meed Surgery
Replied on 27 February 2024
Dear Mr Natarajan I am deeply sorry to hear about the distressing experiences you and your family have encountered during your visits to our practice. Please accept my sincerest apologies for the inconvenience, frustration, and stress caused by the lapses in our service. It is truly concerning to learn about the issues you faced regarding the registration of your baby, scheduling appointments, prescription fulfillment, and the confusion surrounding your baby's vaccination. Such lapses in communication and coordination are unacceptable, and I completely understand the anxiety and worry they must have caused you, especially concerning the health and well-being of your new-born. I want to assure you that we take your feedback very seriously, and we are committed to addressing the root causes of these incidents to prevent them from occurring in the future. We will be conducting a thorough review of our administrative processes, staff training procedures, and communication protocols to identify areas for improvement and implement necessary changes promptly. Your feedback serves as a valuable opportunity for us to learn, imrpove, and we are committed to regaining your trust and confidence in our services. I can see the required appointments have been booked by the Administration team. If you would be willing to discuss your concerns in person or on the phone, please do not hesitate to contact me directly via the practice website and we can arrange a suitable date and time. Once again, I apologize for the distress caused to you and your family, and I hope we can work together to resolve these issues and ensure a better experience for you in the future. Kind regards Shalini Barnard Locum Practice Manager Sunny Meed Surgery
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Review titled 'Sunny' phone system absolutely useless
Rated 2 stars out of 5
by Dr K. Godfrey - Posted on 14 February 2024
My daughter has a chest infection and her antibiotics are due to run out today (14/02). I monitored her this morning and went to submit the dreaded request form for an appointment at 12.30pm as she was still feeling really poorly. The form is closed for the day! At 12.30? The surgery opens until 8pm. The form says they will get back in up to 2 days, so why close it at lunchtime? So I tried calling. They have introduced a new call system called 'Sunny' (clearly a joke name). It took me 5 attempts....5.....to actually log the call. 3 times after going through the whole system it simply said goodbye! The fourth time I logged a call for myself (will get back in up to 2 days again) and then on the 5th attempt, I logged one for my daughter, despite saying she needed to see someone as antibiotics are running out today, the system doesn't put you through to anyone and just gives you the usual 2 day option that they will get back in. This is utterly beyond a joke. You now can't use a form and can't call and speak to an actual person. What next? Use Dr Google to diagnose my own conditions and then buy the medication off eBay? For goodness sake Sunny Meed, allow people to actually phone you and speak to someone. The service is now so poor it's almost non-existent. So here I go to drag my poorly child out in the cold to go to visit the surgery to try and get an appointment!!
Visited February 2024
Review titled Sunny Meed Surgery
Replied on 19 February 2024
Thank you for taking the time to share your recent experience with us regarding the challenges you encountered while trying to schedule an appointment for your daughter at our practice. I want to extend my sincere apologies for the frustration and inconvenience you have faced. Your feedback is incredibly valuable to us, and I want to assure you that we take your concerns seriously. It is deeply concerning to hear about the difficulties you encountered with our appointment request form and our new call system, "Sunny". I completely understand how frustrating it must have been to navigate through multiple attempts without reaching a resolution. I want to assure you that we are actively reviewing our systems and processes to address the issues you've highlighted. It is our priority to provide timely and accessible healthcare services to all our patients, especially during times of illness and distress. Please know that your comments have been shared with our team, and we are committed to making improvements to ensure that our patients receive the level of care and support they deserve. We recognize the importance of effective communication and accessibility in delivering quality healthcare services, and we are determined to do better. In the meantime, if your daughter's condition requires immediate attention or if you have any further concerns, please do not hesitate to contact us directly. We are here to assist you and ensure that your daughter receives the appropriate care and attention she needs. Once again, I apologize for the inconvenience you experienced, and I appreciate your patience and understanding as we work to address these issues. Sunny Meed Surgery Management Team
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Review titled Excellent service
Rated 5 stars out of 5
by June Blanchard - Posted on 06 February 2024
The doctor explained everything to me in great detail. Going forward and to the monitoring. Expert advice given have never had any problem with the surgery. Thank you.
Visited February 2024
Review titled Sunny Meed Surgery
Replied on 16 February 2024
Dear Ms Blanchard Thank you for sharing your positive experience with us! We're delighted to hear that the doctor provided thorough explanations and expert advice, ensuring your understanding and comfort throughout the process. Your confidence in the surgery and appreciation for the care provided mean a lot to us. If you ever have any further questions or concerns, please don't hesitate to reach out. Thank you. Kind regards Shalini Barnard Locum Practice Manager Sunny Meed Surgery
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Review titled Need improvement
Rated 4 stars out of 5
by Gabriela Stanciulescu - Posted on 26 January 2024
I'm one of the kind of person who can see the glass full. I appreciate the surgery, they booked me for the same day as it was a bit urgent, but not qualified for a&e . In my opinion would be more efficient, for whoever is doing the triage in the morning to check rigorously the details and to check technically if the GP can see so many patients. The reason why I'm saying that is my appointment would have been qualified for a telephone appointment, instead of making bookings and putting pressure on the GP. In a few words, I was waiting for an hour, because one of the GPs was delayed, the explanation that I get is some of the patients needed more than 10 minutes of the appointment. Agree with that, but from 10 minutes to one hour is quite a long way. Hence, waiting for one hour for a less than 2-minute face-to-face appointment is not very nice especially when you are not feeling well. I appreciate the effort for the GP to see me the same day but the person who's doing the triage needs to be more effective. Unfortunately, that's not the first time when this has happened.
Visited January 2024
Review titled Sunny Meed Surgery
Replied on 26 January 2024
Dear Ms Stanciulescu Thank you for sharing your experience with us. We truly value your feedback as it helps us identify areas for improvement in our services. We apologize for the inconvenience you experienced during your recent visit. Your comments regarding the triage process and appointment scheduling are duly noted, and we understand the frustration caused by prolonged waiting times, especially when you're feeling unwell. Efficiency and effectiveness in our triage process are paramount, and we are committed to reviewing and refining our procedures to ensure a smoother experience for our patients. Your suggestion regarding telephone appointments for certain cases is insightful and something we will explore further to optimize our service delivery. Please know that we take your feedback seriously and will work diligently to address the issues you've raised. Our goal is to provide timely and compassionate care to all our patients, and your input helps us in achieving this goal. Thank you once again for bringing this to our attention, and we hope to serve you better in the future. Shalini Barnard Locum Practice Manager Sunny Meed Surgery
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Review titled Brilliant
Rated 5 stars out of 5
by Julia Westwood - Posted on 04 December 2023
This surgery is the best one in this area. They are super efficient and extremely helpful. Couldn’t wish for better, thank you
Visited November 2023
Review titled Sunny Meed Surgery
Replied on 15 January 2024
Dear Ms Westwood Thank you for leaving such a lovely feedback. I will share this with the rest of the team as it is nice to hear that you feel we offer great service! Kind regards Shalini Barnard Locum Practice Manager
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Review titled Great experience at flu clinic
Rated 5 stars out of 5
by Cookie - Posted on 07 October 2023
I had my flu jab today and was also offered my covid jab. I wanted to praise the staff there who, at every level, from welcoming us in to seeing us out, were friendly, helpful and efficient. Thank you for the positive experience.
Visited October 2023
Review titled Sunny Meed Surgery
Replied on 15 January 2024
Dear Patient Thank you for leaving such a lovely feedback. I will share this with the rest of the team as it is nice to hear that you feel we offer great service! Kind regards Shalini Barnard Locum Practice Manager
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Review titled Inadequate health services! Refusing to help!
Rated 1 star out of 5
by Konstantin Georgiev Denishev - Posted on 05 October 2023
I have been suffering from excess ear mud causing me sharp pain in my right ear. I was advised by the GP to use Olive Oil drops for 2 weeks which have made it worse as the pain has increased and I have lost hearing completely in my right ear and not partially in my left! I cannot work, I cannot drive as I feel I am dangerous on the road without hearing so cannot take my children to school. I requested an appointment explaining the situation and was given one for 15 days from today - upon calling the surgery I was advised that they will do nothing as the advice from the GP was clear and was told the only thing I could do is to request another appointment. After doing so and requesting a call back to speak to the GP I received a single text message dismissing my request and advising they will not offer me help! Truly atrocious!
Visited October 2023
Review titled Sunny Meed Surgery
Replied on 17 January 2024
Dear Mr Denishev I note that you have registered with another surgery. However we are sincerely sorry to hear about the distressing experience you've had with your ear issue and the subsequent interactions with our healthcare team. Your well-being is our top priority, and we regret that we fell short of providing the level of care you deserve. The difficulties you've faced in managing the ear pain and the impact on your daily life are concerning, and we apologize for any inconvenience caused by the initial advice provided by the GP. We take this matter seriously and will review our protocols to ensure that our recommendations are clear, effective, and sensitive to the urgency of your situation. The extended waiting time for an appointment and the communication issues you encountered are not in line with the standards we aim to uphold. We are actively looking into improving our appointment scheduling system and ensuring better communication with our patients. Your request for help and a call back to speak with the GP should have been handled more compassionately, and we apologize for any frustration caused by the dismissive response you received. We are committed to addressing your concerns promptly. Thank you for taking the time to provide your feedback. Kind regards Shalini Barnard Locum Practice Manager Sunny Meed Surgery
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Review titled Flu vaccination
Rated 4 stars out of 5
by J Downes - Posted on 07 October 2023
I received a text message to book my flu jab-really easy to do-and arrived approximately 5 minutes early-the car park was full but a lovely lady directed me to the church car park. There was a large queue but I only waited about 10 minutes-a very polite lady was monitoring the queue and jab was done quickly and without fuss-very well run clinic this weekend.
Visited October 2023
Review titled Sunny Meed Surgery
Replied on 15 January 2024
Dear Patient Thank you for leaving such a lovely feedback. I will share this with the rest of the team as it is nice to hear that you feel we offer great service! Kind regards Shalini Barnard Locum Practice Manager
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Review titled No one answers phone
Rated 1 star out of 5
by Anonymous - Posted on 25 October 2023
Extremely poorly on three occasions each time on the phone on hold for over one hour. Was stuck on caller 8 level on all occasions. After no movement I hung up and was forced to go to hospital. Why have a GP practice where you can't get an appointment. I have been trying to get a health check for last 3 years no appointment slots. Why does NHS fund this surgery. Do you actually deal with patients???? As everyone I know can't even get through to even book an appointment.
Visited October 2023
Review titled Sunny Meed Surgery
Replied on 17 January 2024
Dear Patient We sincerely apologize for the frustrating experiences you have had when attempting to reach our practice. Your feedback is crucial, and we regret any inconvenience this may have caused. The extended wait times and difficulties in securing appointments are certainly not reflective of the standard of service we aim to provide. We understand the urgency of healthcare needs and apologize for falling short in meeting your expectations. We take your concerns seriously and are actively reviewing our phone systems, appointment availability, and overall patient access to ensure improvements are made. We acknowledge the challenges in obtaining a health check appointment and understand the impact this has had on your healthcare journey. Rest assured, we are committed to addressing this issue promptly. We appreciate your patience and encourage you to reach out directly to our team. They will work with you to find a resolution and assist in scheduling the necessary health check. We are in constant collaboration with NHS authorities to ensure our services align with the standards expected. We will further investigate your concerns and work towards providing a more accessible and responsive healthcare experience for all our patients. Once again, we apologize for the inconvenience you've faced and appreciate your understanding as we strive to enhance our services. If you have any immediate concerns or wish to discuss this matter further, please do not hesitate to contact our team. Thank you for bringing this to our attention. Kind regards Shalini Barnard Locum Prcatice Manager Sunny Meed Surgery