Sutton Coldfield Group Practice - Sutton Park - Ratings and reviews
Reviews
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Review titled Excellent
Rated 5 stars out of 5
by Frances Chadwick - Posted on 25 February 2024
Helpful reception staff, nurses efficent and helpful and doctors were great. Can't thank them enough.
Visited February 2024
Sutton Coldfield Group Practice - Sutton Park has not yet replied.
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Review titled Five visits to get one result
Rated 1 star out of 5
by Kim - Posted on 25 January 2024
I had a scan at my local hospital 6 months ago and decided to chase the result. No chance of follow-up at hospital I was told for months. Imaging sent scan result to my Practice, part of Sutton Coldfield Group Practice. Visited Practice. Told doctor would "have to give permission". No. Data Protection. I am entitled to see this report. Then, doctor wanted to 'review' result and it would be emailed. I agreed. A week later, nothing. To surgery again. Receptionist confirmed gp had "not completed" the 'task' she had sent him. I asked why she didn't just talk to him! She rolled her eyes. Not allowed. Only allowed to communicate with doctors via 'task messages'. Task re-sent. Next was call from Practice saying I could collect result but gp wanted to talk to me. To book this phone call she wanted me to put aside a whole morning or whole afternoon. Pointed out I am self-employed and could not do this. Face to face appts are timed, why not phone calls. "That's just the way it is" I was told. This phrase is one I have heard a lot from staff, as if they are taught to use it. Along with, "This is the process now" and "I can't do that." The staff member suggested I book a face to face appt, but she could not do this for me. All appts are now only bookable online. I said I could try that afternoon. "Oh, no, the booking form online is only open 7.30am to 12 noon each day, because, she said, "All the appointments are gone by then." I offered her 2 days in Feb (this was 17th Jan) when I could waste a whole am or pm waiting around. Oh no, she said, the appts diary only goes up to 30th Jan at the moment. You'll have to keep trying, she said, until Feb opens up. Oddly enough, I haven't bothered. The gp wants to talk to me, not the other way round. They should have been willing to accommodate me under the circumstances. So, third visit to collect envelope with printed off results. Get home and they are so badly printed they are illegible! Fuzzy, out of focus, impossible to read. 4th visit to surgery, to show them this and ask if result could be emailed in the hope that my printer can do a better job. A 'task' had to be sent to General Enquiries. Email arrived – finally. Except, no. This was an email saying if I wanted my results emailed I would have to create a special encrypted email account - Egress- and a pdf was attached to explain how to do this. Seventeen pages. I kid you not. I burst into tears at this. It was computer gobbledegook and I am very non-technical. Dashed back to surgery in tears before they closed - 5th visit - to be greeted with, well, there's nothing I can do, it’s just the process. I was so upset they did message General Enquiries. Home, sobbing all the way in the car. Impossible, uncaring, bullying and oppressive Practice and, worse, nowhere to go because scgp own all the local surgeries. I just wanted one test result. No wonder they claim to be busy. They create chaos with their processes.
Visited January 2024
Sutton Coldfield Group Practice - Sutton Park has not yet replied.
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Review titled diabolical
Rated 1 star out of 5
by Anonymous - Posted on 28 December 2023
new booking system is a sham as you cant get an appointment or speak to anyone. also the telephone information is inaccurate as they tell you options are open and when you choose it it informs it is closed.
Visited December 2023
Sutton Coldfield Group Practice - Sutton Park has not yet replied.
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Review titled Excellent experience
Rated 4 stars out of 5
by Kate Foley - Posted on 01 November 2023
Called at 8, over 30 in the queue but got through with 10 mins. Offered a face to face appointment for my son at 9:40. We saw a fabulous advanced nurse practitioner who was very thorough, efficient and friendly (my son said after that she was "very kind"). She sorted the problem we went in about to a greater lvl than I had anticipated and also detected a further problem. By the same evening we had already received an online letter confirming an urgent hospital appointment had been arranged for my son. Could not have had a better experience today.
Visited November 2023
Sutton Coldfield Group Practice - Sutton Park has not yet replied.
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Review titled Failed Appointment
Rated 1 star out of 5
by John Smith - Posted on 22 June 2023
A telephone appointment was made for my wife with Dr Deekes three weeks ago for a call on the 22nd June between 8:30 and 12:00. The call was never received and no notification as to why this had happened. When checking at reception we were told there was an emergency, OK, it would have been useful to be advised that it would not happen and a new time and date given. We have been with this surgery since 1978, however in the last three years your feelings for your patients has reached rock bottom and we are seriously thinking what can we do to get some help for my wife's condition. If you were a private company you would have gone out of business by now because of your total disregard for you customers.
Visited June 2023
Sutton Coldfield Group Practice - Sutton Park has not yet replied.
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Review titled Massively oversubscribed
Rated 3 stars out of 5
by Trudy Jukes - Posted on 22 May 2023
The reception team, nurses and doctors are all wonderful at this practice but that is completely irrelevant if you can’t get through on the phone let alone get an appointment! Over the past few weeks I have had to try making contact for myself or one of my kids. Today I hung on the phone for over an hour and a half listening to the irritating music on hold and being told I should try using the app! For those who work spending this long waiting for someone to help us is impossible. If the practice has so many patients that it is this busy then the only answer is to get more staff.
Visited May 2023
Sutton Coldfield Group Practice - Sutton Park has not yet replied.
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Review titled No appointments
Rated 1 star out of 5
by Anonymous - Posted on 19 April 2023
You can't get an appointment online, I called at 08:00 and was number 53 in the queue and failed to get an appointment I then drove round to the surgery and queued to be told at 08:07 there were no appointments left - what are you supposed to do
Visited April 2023
Review titled Sutton Coldfield Group Practice - Sutton Park
Replied on 08 May 2023
Dear Patient Thank you for your feedback of trying to book an appointment. We apologise your poor experience. We are continually reviewing patient access to see the most appropriate healthcare professional. If you would like to share further information, please send your details via our website www.suttoncoldfieldgp.nhs.uk. Kind regards Maxine Rowley (Service Delivery Manager)
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Review titled Wonderful reception team
Rated 4 stars out of 5
by Kate Foley - Posted on 05 December 2022
I had to attend the practice on multiple occasions over a 2 week period trying to sort some tests and results out for my Mother. The reception team were nothing but extremely helpful, friendly and understanding in helping me. Receptionists are first in the firing line when patients/relatives are upset frustrated etc but I can honestly say the receptionists in Sutton Park Surgery, one in particular, were excellent. Thank you
Visited November 2022
Review titled Sutton Coldfield Group Practice - Sutton Park
Replied on 08 May 2023
Dear Kate Thank you for your positive feedback. This is great for staff morale when some days do not go quite so well. Kind regards Maxine Rowley (Service Delivery Manager)
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Review titled Urgent situation given their urgent attention
Rated 5 stars out of 5
by Barbara Hewson - Posted on 25 August 2022
From our first contact with the receptionist at the surgery, we received their immediate help & support, followed by quick referral to Good Hope hospital SAU unit for examination & CT scan the next day. Loved the excellent care & understanding given by all the hospital staff to my husband & myself at a very worrying time. Really couldn’t fault them at all. Then we made contact with Tudor surgery, part of our group practice, to request antibiotics to stop the pains. My husband was able to collect & start the course within less than 3 hours. Feel so confident in their ability to care for us. Excellent service all round. A big thank you to everyone concerned.
Visited August 2022
Review titled Sutton Coldfield Group Practice - Sutton Park
Replied on 08 May 2023
Dear Barbara Thank you for your positive feedback. This provides a great boost for staff morale. Kind regards Maxine Rowley (Service Delivery Manager)
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Review titled Unsatisfactory
Rated 2 stars out of 5
by Anonymous - Posted on 22 July 2022
This practice has made a number of errors regarding my repeat medication prescriptions, and have failed to respond to messages left on SystmOnline.
Visited June 2022
Sutton Coldfield Group Practice - Sutton Park has not yet replied.