laura H.
1/5
Unusable Failing Doctors Surgery. Sutton Manor Surgery doesnāt offer any usable services. You cannot book any appointments in advance. All appointments have to be booked by calling in the morning at 8am and after being on hold for up to an hour listening to awful music, you will be told that there are no appointments left and to phone back the next day. You call the next day and itās the same. If you do get through for an appointment they will expect you to leave work / school run / caring responsibilities and attend the surgery at short notice. When you cannot attend at short notice the receptionists with tell you off like you are some kind of child and talk down to you. The receptionists will speak to you like you are the problem. Sutton Manor surgery will not treat you as an individual and they will not take into account any difficulties you are having. I recently made an online request to have a call with doctor on a Wednesday, for the next three days the receptionists couldnāt understand that I could only have an appointment via telephone due to personal circumstances despite explaining my position. They booked me a face to face appointment, didnāt tell me about it then called me and left me a very abusive voicemail because Iād missed it! Eventually I was booked a telephone appointment for 15.15 on a Friday, the doctor called me at 17.45. I had tried to call the surgery to ask about the appointment time, I was on hold for 30 mins without anyone answering, I gave up. Just how long is a reasonable amount of time for them to answer the phone? They didnāt bother to call me and let me know appointments were running 2.5 hours late. Patients shouldnāt be expected to stop their lives and responsibilities to fit in with the poor care and services at the surgery. After my appointment on the Friday I was told that I would receive a bar code so that I could pick up my prescription (that I needed 3 days earlier) I was also told that my prescription would be waiting at the adjoining pharmacy. I left work (after having to stay late to accommodate their late appointment without notice) got to the pharmacy to be told that my prescription was not there! The surgery was shut. I had also not received a bar code so I was unable to pick up any medication. At this point I could have broken down in the pharmacy and I was really really upset and frustrated. I was left in pain and feeling unwell all weekend and then had to take time off work to collect my prescription on the Monday and head to work still unwell and in pain. I got to the surgery and they didnāt even know where my prescription was! No considerations for my personal data protection. The receptionists also wanted me to tell her (an unqualified admin worker) what was on my prescription in front of the rest of the room which did not promote my right to privacy and dignity. Sutton Manor surgery took away my right to access basic healthcare which as a tax payer and a resident of the UK I have the right to reasonably access. They do not care about patients. Honestly my special needs sister could do a better job than these people and she canāt read, write, walk, is visually impaired and doesnāt understand the concept of reality. Funnily enough when I was at the surgery at 8am there were patients turning up for appointments - so they do allow perhaps a select few amount of patients to book in for the next day so they have regularly lied to me about appointment bookings. So to summarise, you will not get treatment, you will not get your prescription, they will speak to you like you are a stupid child, not treat you as an individual, lie to you, not answer the phone, not give you an appointment and deny you your basic right to health care. Please remember the CQC score of āgoodā is no longer relevant - please be aware these scores are not scored annually they can be years and years old and they certainly are not meeting the requirements of good. Save yourself from this stress and de register / register somewhere else. Terrible surgery, terrible service and terrible staff.
