Reviews
Recommend
Involvement
Cleanliness
Staff
Appointment
Sutherland Lodge Surgery
2015-09-14
Person
4
5
0
Written by a patient
Written by a patient 14th September 2015
Needed an emergency appointment, receptionist extremely helpful, and doctor very pleasant, thank you Sutherland Lodge
18th September 2015
Response from Sutherland Lodge Surgery
Very pleased this all worked for you, and thank you for taking the time to comment.
Sutherland Lodge Surgery
2015-09-01
Person
2
5
0
Written by a patient
Written by a patient 1st September 2015
Checking in machine had an 'out of order' sign on it. Nobody appeared to be on reception then someone behind the very high reception counter shouted to use the machine. It was now working. Felt very chaotic.
9th September 2015
Response from Sutherland Lodge Surgery
We apologise for the machine. There had been a computer upgrade over the weekend and it threw the machine 'out'. This has now been rectified. We also had a Receptionist go sick first thing, all this adding to the first day back after a Bank Holiday was a bad combination. We thank you for the feedback though as this helps us understand the frustration from a patients point of view also. We hope future visits will not be as 'chaotic'.
Sutherland Lodge Surgery
2015-07-28
Person
3
5
0
Written by a patient
Written by a patient 28th July 2015
Waiting time is always terrible. Everytime I come to the surgery for an appointment I have to wait 20 to 30 minutes. I do my part and arrive on time and usually early. It's not unreasonable to expect to be seen on our close to my appointment time. This is not a one off. It happens every time.
29th July 2015
Response from Sutherland Lodge Surgery
I would urge you to please call me personally to identify yourself in order for me to investigate and hopefully resolve your problem? The Practice Manager
Sutherland Lodge Surgery
2015-07-20
Person
4
5
0
Written by a patient
Written by a patient 20th July 2015
Has been very good over the years (I am 26, and been going there most my life), but lately (i.e. the last year or so) I feel like I have to push a bit more for thorough treatment.
Though with less serious checkups and smaller problems this hasn't really been apparent, the communication between the hospital and the surgery I feel could be improved. For example, when getting my foot xrayed, I was told byt he radiologist that my GP would call me within 5 to 7 days, and upon calling the surgery a week later, the receptionist said that calling for an appointment is the responsiblity of the patient. Further to this, I recieved a one line description of the problem with my ankle (having been limping for about five weeks on something that is ever so slowly getting better, in a way which I can only hope is the right way.) I was also told that the wait for physiotherapy is around 12 weeks.
So I guess resources must be pretty stretched, and I will probably have to complain a fair bit, and wait quite a while to work out what is really wrong, and if I am doing lasting damage to my foot by going about my day to day business. The surgery has been very good up until now though.
29th July 2015
Response from Sutherland Lodge Surgery
Unfortunately the communication between primary and secondary care is becoming more difficult. If a GP investigates a patient and that result is abnormal we will contact the patient with the necessary plan.. If the result is normal we will not normally contact as the GP should have told you to ring in a week at any time between 12-2pm Mon - Fri after your test/investigation in ANY case. We cannot ring all normal results as this would take up time that could and should be spent on abnormal results and making sure these patients are clinically safe. If a consultant from the hospital organises a test or investigation, it is his/her responsibility to follow it up not the GP. We also do not have any control over the waiting list size. This is entirely the responsibility of secondary care ie The Hospital.
Sutherland Lodge Surgery
2015-07-16
Person
4
5
0
Written by a patient
Written by a patient 16th July 2015
It was a little bit hard to make an appointment via the phone before but since the appointment booking system on line, I find it very easy and simple to book.
I always find the Surgery clean, tidy and organised when I visit for an appointment, I also find the staff very helpful and welcoming, never let me down!
The only thing that I would like to see improving is the quality and comfort of the seats in the sitting area, they are currently basic and uncomfortable if you need to wait for more then 10 minutes.
17th July 2015
Response from Sutherland Lodge Surgery
Thank you for taking the time to respond to this survey. We are particularly happy to note that you found the on-line booking helpful and simple to use. We are now considering increasing the number of appointments available for this service. Unfortunately the seats need to be practical for infection control purposes, but they are due for renewal in 2016, so we will look to source a more comfortable model. Thank you again for the feedback.
Resources
Short link to review Sutherland Lodge Surgery: http://iwgc.net/ejml9