The Dame Sybil Thorndike Health Care Centre

I have always had a first-class service from this G.P. surgery. I have seen several of the doctors over the last 10 years, have always been thoroughly satisfied with their caring, compassionate nature, and their clinical skills. I have also been seen by practice nurses when appropriate, and again, I am more than happy with their competence and ability. To-day I received an appointment with a minor injuries nurse who got to the bottom of a recent concern in a no -nonsense way. ( I received a bad cut on a finger last week, which had become infected, and was extremely painful). She examined the wound, re-dressed it, assured me that the healing process was going well, and listened to me when I described the pain I have been in for 8 days. She could offer me an explanation as to why I was experiencing so much pain, and, most importantly, prescribed me a combination of drugs which is now helping. I must admit making an appointment has not always been easy, but I feel that this has improved greatly recently. The receptionists are always helpful and friendly

A dreadful service that just keeps getting worse. Today, I queued outside for 30 minutes to get an urgent appointment for my baby son and myself. This is currently the only way to be seen by a doctor as you cannot get through by phone, and all appointments are gone if you are lucky enough to be answered. My son was given an appointment and I asked for a telephone consultation with my GP. I was told I could do this but only during the time I would be waiting with my son, which would mean my call - about a personal matter - would take place in the doctor's waiting room. I asked if I could not simply "see" the doctor during this consultation, especially as I was already in the surgery, and was told this was impossible as the doctor would only a have a "five minute" window. My complaint that this was "illogical" was ignored. I was then offered an actual appointment with a doctor and jumped at the opportunity. However, at this point (less than five minutes after the surgery opened) all appointments were gone. I was told a doctor would phone me at 9.45 or 10 am at the latest. No call was received, so I called back at 10.15 and was told that the doctor now needed to see patients but would call me shortly. No call was received, so I called again at midday only to be informed by an answerphone message that the surgery is closed from 12-2pm. Two hours for lunch, with a patient still waiting for a five minute phone call! I will call back at 2pm and demand to see an actual doctor, but wanted others to know that - if you have any choice - do not use this surgery. It is poorly managed and seriously understaffed, with no sign of any improvement at all.