Sutherland Lodge Surgery

Been waiting almost 2 years for my prescription dose to change only to find out Dr lanzar hadn't asked for this to happen only telling me he is waiting for a response, more recently had a call out of the blue only to be yelled and shouted at by the rude reception staff saying that they don't do blood test forms now, after my call to the clinic who said the GP is supposed to do the blood test forms. So left yet again with no answers and only higher stress anxiety and depression levels each day

update: they had a response 9 months ago and ignored it.
how is this surgery allowed to operate like this?

I actually cant believe a doctors surgery can be run like this. This isn't a compliant about the people there (doctor/nurse/receptionist) as they obviously have their hands tied but its a dreadful surgery.

We were told to call the doctor immediately about our 1 year old daughter to then be told by the surgery that all of their emergency appoints are gone (?!?!?!!!) and to try back the next day - but no promises they could see her then either.

You then have to call at 8:00 to sit on hold for over an hour to hear all appointments have now gone, but they can book you in for 2 weeks time.

An absolute joke!

Had a call from a doctor about results, Dr had NO clue what results she had to give me and then the phone cut off and after many attempts to ask what happened and being assured she still hasn't called back. What a waste of time

Just spent 90 minutes on hold trying to talk to anybody..listening to how important my call is to them....got to number 2 on the list and then get a recording that the surgery is now closed for monthly training and call disconnected..CAN I GIVE LESS THAN 1 STAR.

Joined the surgery after moving to the area. I've had an amazing experience with this surgery they are attentive and helpful and I've always managed to be seen and get through on the phone. Really pleasant experience compared to my last GP surgery.

The most awful surgery - avoid at all costs. All to busy to action paperwork from the hospital and no one seems to take any responsibility for anything or to answer complaints.

Appointment booking system require improvement. Went to surgery in person at 0805hrs and I was told by reception that they do not book in person Appointment (surprise) - I need to call instead. I called straightafter, had to wait 20 minutes in queue and finally was told that no appointments left.
I requested a call back from reception manager because this arrangement could have been communicated with patients - polite call received and was assured that feedback on improvements will be taken on board.

This is not a complaint about staff - Medical and nursing teams are great.

Patient experience starts from basics. I am sure that they will review their appointment system.

Called for an appointment at 8, took 30 minutes to get through to be told there are none left and to call 111. 111 called me back and said they can then book me in for an appointment and someone from Sutherland Lodge will call. Didn't receive a call all day, called again in the afternoon and someone booked an appointment for the following morning so I wasn't missed. No one called the following morning. Called again to be told someone would call and that was all.
There is no communication within the surgery, no one can go and talk to anyone. They have to send instant messages in the hope someone will pick them up. No one can go and physically talk to someone else. You just have to wait and wait, for no call back.

UPDATE:
Once someone called back they said they had tried to contact me on old numbers. Once I was booked in they had confirmed my number so not sure how the old were still there.
I managed to speak to a nurse who was super helpful, but said I needed to come in. Had a quick consultation and needed a prescription. This needed to be signed by a doctor, who are clearly busy. Was told to call back in the afternoon sometime to check it had been issued, as they could only send an instant message to the doctor and wouldn't get a response?
I decided to wait in reception until it was sorted to save going out multiple times. It was issued within 15 minutes and I was able to pickup the prescription.
I was then called back around 2/3 that day from the surgery by someone asking what my preferred pharmacy was for my prescriptions, not knowing that I had already picked it up that day.
All in all, once I got in it wasn't too bad of an experience, but questions still around how they communicate internally.