Suthergrey House Medical Centre

I am really disappointed on the way they are acting.
It's not possible at this time still not have an appointment face to face.
They continue to give phone consultation and this is really uncocepible especially for those who have children.
The phone is always extremely busy and you have to wait minimum 20 minutes and the worst is when someone answer, you are letterally unable to take an appointment because they want you to call at 8am. That's upsesetting,unfair and unprofessional.
Aw, I tried other ways, like send email with the problems my little one has, asking them to show to the Doc as she could ring me back with her opinion (made just to accelerate the procedure), but this is not the right way for them....
In my opinion this medical centre became pretty worse.
Another bad experience I had was for myself.
One day I was really sick with dizziness, strong headache, and faint.
My husband called on my behalf, the receptionist answered asking some questions and at the end said she couldn't help and that I have to go to the hospital"... I wanted to be seen by a Doc I didn't want this .
I am also epileptic so this shouldn't be a proper reply.
I think the receptionist must be more appropriate for this kind of job and be little more sensitive for people who have especially patology like me. the Doctors are pretty good, they are always kind and trying to solve every problem as best as they can so nothing to complain for them.

Still such dreadful service from the receptionists at Suthergrey House.
I took my 90 year old father to an appointment today with the nurse. His original appointment was 3.20pm. The surgery had changed the appointment by text message. He is not tech savvy so didn’t see the message until late so we rushed to the surgery arriving 10mins late.

We checked in on the computer screen but this didn’t register us. Having sat for another 10 mins my Dad went up to reception to enquire about his appointment and make sure they knew he was there. The receptionist proceeded to tell him he was late but took his details and told him he was now checked in. Another 30 mins passes by and he’s still not called.

I go up to the desk and a new receptionist tells me he’s not checked in? It’s now almost an hour since we first arrived. The waiting room has us and two other patients. We see the nurse who eventually calls him shuffling slowly up and down the corridor throughout our hour long wait but had been told she was busy with another patient which clearly wasn’t true.

I despair at the total lack of customer care and support at this surgery from the reception staff. It’s actually appalling bad but the GP’s are so wonderful which is the conflict. Please, please, please will someone from the healthcare authorities step in and do something about the terrible reception service. I can’t believe with all of these one star reviews that this hasn’t already been investigated?

Hopeless, takes weeks on end to get an "appointment" which is a phonecall, impossible to diagnose certain problems over the phone which they were aware of at time of booking. It takes a week on the phone to even book this useless service. Refusing to fill out a mat-b1 form even though it is their duty to do so. Would sign up for literally any other doctor's surgery instrad

Very happy with services today. The Woman at reception was helpful, happy and “ on the ball” .Dr Sarvananther was excellent too. Very informative and open to questions from me.
Thanks

Called them at sharp 8 in the morning just to be told I can only benefit of a phone call consultation in a week time. Told them I already had this previously, and been advised to call again another morning to book face 2 face appointment, as today they're fully booked... when am I supposed to call if that's you're opening time and a day beforehand I popped in and been advised by your staff if calling early morning will get an appointment for the day? Completely useless, disorganised and unprofessional. You don't seem to do too much of a service to the community really, judging by the number of bad reviews you have on Google maps only

This has got to be the worst GP surgery in Watford. A few years back I had no issue getting an appointment, cut to 2022 and it's impossible. Please dear reader, allow me to take you through my experience…
The usual process is to call at 8am, like every other man and his dog. (8am is when appointments are released). This in itself creates a huge bottleneck, but if you are lucky enough to reach the IVR/automated message, it asks that you fill out a webform, else you can hold for a receptionist, if you do try and hold however, you will fail miserably, as it will promptly cut you off! I called 5 times the other morning to no avail. The route to the website consultation form is not obvious, but once you manage to get there and fill out the 40-odd questions required, you’ll receive a text saying your GP will call at a certain time frame within 48 hours. The time came and went, no call from the GP. I chase up the next day by trying to call mid morning, only to be cut off before the 2 minute mark every time, each falling progressively further and further behind in the call queue. This happened 3 times and I’ve now given up. I’m going to do myself and this surgery a favour and move to a practice where they actually care about the patient experience and don’t try to fudge the stats and fob you off. I shall also be writing a complaint to the appropriate body, hopefully to the benefit of not just me, but also no doubt the hundreds of people all struggling with this quagmire of inadequacy.

A once great doctors surgery now a shadow of its former self

* Practically impossible to get a face to face appointment

* Waiting times to get through to reception to book an
"appointment" can be well over 30minutes only to be told they are all gone or to be booked in for another day. and even then the first appointment is a call.

*When the appointment via phone is booked it is for a large window such as 9- 12. Generally you get one call and if you miss it you need to re-book it the next day. This is not fit for purpose in the modern world. People have lives, family , business commitments or are not in a confidential place to take the call and as a result you are punished for missing it

* Receptionist must be a trained medical professional as they are screening the calls and essentially deciding for me what and who i should see before i have even spoken to a doctor

* I must've seen an actual doctor in this surgery once in the last 3 years. Instead i have to drive myself to minor injuries walk in clinic at the Hemel Hospital. I am usually in and out in 2 hours, having spoken with an actual doctor, had tests and received relevant prescriptions. This would take days & weeks at Suthergrey.

In a word, dreadful..

My family and I have been patients of Suthergrey House for a number of years and I can't fault the practice. I have always found the receptionists to be pleasant and helpful, the nurses to be considerate and attentive and the doctors to be dedicated to finding a solution, even if it takes a few attempts. Introducing telephone appointments with the option of e mailing information or photos works well as the appointment can be held quickly and conveniently. Very happy to remain a patient here.