Sutherland Lodge Surgery

Whilst we admit it is a little difficult to get into the Nurses rooms, we do have built in ramps and removable ones too which enable better access. We also have wheelchair access through the front door at 113. Unfortunately this old Victorian building is truly not fit for purpose, and we have been unsuccessful in getting the NHS to move us to more fitting premises. Therefore we are trying to do the best we possibly can with what we have. The Receptionists sometimes have to ask these questions in order to ascertain the urgency of the appointment request. It may not always be possible to get to see a GP, but our Nurses are also highly trained in lots of diseases and by asking the questions, the Receptionist can then place the patient with the most appropriate clinician. We believe this to be a most efficient service.

This is quite a timely request as we are looking into our call system as it is now quite ancient. One suggestion is to make use of the TV screen in the waiting room to display this exact information. Please bear with us whilst we are finalising the details.

Please can you contact the surgery and make yourself known, so we can look into this thoroughly. We need to know the date and time you attended/ made the call, so we can address the member of staff directly. Thank you

You are absolutely right that we should be taking into account hidden disabilities, thank you for reiterating this. We endeavour to flag up this cohort of patients through our clinical system and apologise if you have felt mistreated in anyway. We will look into this immediately.

Thank you for this high praise, It certainly helps our staff morale to have good feedback as they try to work hard for everyone that uses the Surgery. At times things do not run as smoothly, but we always endeavour to make sure the patient feels welcome and comfortable.