Sunbury Group Practice
Green Street, Sunbury-on-Thames, Middlesex, TW16 6RHContact details and opening times
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Reviews
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 28 October 2024
Had a concern sent an email to the practice, within 1 hour had a response, saw a doctor 2 hours later , had an ECG the same day at the surgery , doctor very clear organised a follow up referral and then once that was carried out called me to give results . All this took place within 5 weeks of the intial email
Visited October 2024
Review titled Sunbury Group Practice
Replied on 08 November 2024
Dear Patient, Thank you for taking the time to leave a positive review on the service you have received. I am pleased that the online facility to request an appointment worked well for you. We are always keen to receive feedback and are continuously looking at ways in which we can improve access for our patients. I will certainly pass on your feedback to the team – it is always a pleasure to know that we’ve been able to help swiftly and effectively. Once again, thank you for sharing your experience. Kind Regards Richard Fryer Business Manager
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Review titled Let Down
Rated 1 star out of 5
by Dee wright - Posted on 10 August 2024
Having submitted an online request form Tuesday 6/8/24 for 2 different asthma inhalers and explaining I wanted them for back up whilst in Greece . I received a text leave 3 clear days for signing - ok So I rung After being in the queue number 12 I was assured by receptionist / back office person 2 days running Thursday&Friday my prescription would be signed and sent to Tesco Sunbury. Today 10/8/24 Saturday no prescription. Now if you count Tuesday as day one my prescription should be done, if however you count Wednesday as day one surely it should still be done. 3 clear days. I’m on holiday from Monday 12/8/24 for 10 days in Greece not this country Greece. The deal is knowing I have backup of inhalers I feel relaxed. This has had an impact on my breathing so I’ll use my half empty ventolin inhaler to calm me down. I’m sick and tired of having to ring to make sure the surgery has carried out my requests. Even in this case something s gone wrong even with ringing to check. I’d like to know do the doctor(s) to whom I have no problem with send the request, or the people out back on the phones cos there is definitely a break down in service here. please don’t use the excuse your short staffed I’ve heard it so many times when I ring, not just lately either. If it weren’t for the fab doctors I would go some elsewhere however I shouldn’t have to do that. Btw I do have an asthma review at end of August with the nurse. Please reply to this review via email as I’ll be travelling all day Monday to Greece without backup of inhalers.
Visited August 2024
Review titled Sunbury Group Practice
Replied on 13 August 2024
Dear Mrs Wright, Thank you for taking the time to leave your review of our service, and for the feedback you sent directly to the practice. We have responded to you directly to include a timeline of events, as I am unable to provide such specific details of your case in a public forum such as this. I do hope that our detailed response helps you to understand that your request was indeed fulfilled after 2 clear working days, which is earlier than our standard turn-around time. Kind Regards, Richard Fryer Business Manager
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Review titled Worst experience consistently !!
Rated 2 stars out of 5
by Anonymous - Posted on 16 July 2024
I had severe throat pain and unable to swallow any food. I tolerated it for 10 entire days using paracetamol & Difflam before visiting the gp, because I thought this may be something that will just go away. But unfortunately, the nurse who took a look at me and wanted me to suffer more by trying antihistamin. Clearly me and my wife could see there was severe inflammation in my throat. So, we went to Tesco Sunbury to buy antihistamin and hey asked what type of antihistamine I need. Upon explaining the problem I had, the pharmacist straight away gave antibiotics and said that this is severe bacterial infection. The antibiotics saved my life and fixed me in 2 days. Just sad state of affairs where everything is just paracetamol or this liquid or that, even if there was a severe bacterial infection. The nurse just turned me away after 15 mins of intervention, which I am completely disgusted with. She definitely either had no knowledge of what it was, or didn't want to prescribe antibiotics to save something for the clinic, which only she will know. Because of this, it caused me mental trauma and I have lost faith in any of the gp's in this clinic. Yesterday, I called for an appointment for my daughter as she had an infection in her finger where it was completely swollen and pus was coming out. She was in pain. Upon calling the gp at 3:30 pm, the paramedic said to request an appointment the next day by filling up the form and that she couldn't arrange an appointment over phone. Today after filling up the form, they arranged an appointment in Ashford. You never get something looked at either properly or on time in this gp.
Visited June 2024
Review titled Sunbury Group Practice
Replied on 18 July 2024
Dear Patient, Thank you for taking the time to leave a review on the service you have encountered recently at the health centre, I’m sorry that we have not been meeting your expectations. Whilst I will do my best to respond, please be advised that due to patient confidentiality, I am unable to provide specific details on your case in a public forum. In relation to the information you have given regarding your appointment with our nurse, I can assure you that none of our staff would ‘want you to suffer’ and I’m sure the clinician you saw for your sore throat took a full medical history before coming to the conclusion of trying anti-histamines. I am unable to comment on the fact the pharmacy gave you antibiotics ‘straight away’, but I am pleased that you had a positive experience using the Pharmacy First service – which is useful to visit in the event of seven common conditions: Sinusitis, Sore throat, Earache, Infected insect bite, Impetigo, Shingles & Uncomplicated UTI in women – the Pharmacy First service has been developed specifically to help ease the pressure on GP practices for these minor conditions. I’m sorry you felt a 15minute appointment wasn’t sufficient and that you feel this has led to you losing faith in our GPs. It would appear we have failed to meet your expectations for your daughter also, however, please be assured that being provided with a same day appointment at the Acute Illness Clinic in Ashford (which is an extension of the service we offer, commissioned for GP practices in this area to provide more appointment capacity) is not a failure of our service. I certainly hope in future we can restore your faith in our GP’s. If you would like us to look into this further, please send your feedback directly to the practice via our website feedback form by copy & pasting the following website: https://www.sunburyhealthcentre.nhs.uk/services/give-surgery-feedback/ This will give us the opportunity to understand your individual circumstances and to respond to you directly. Kind Regards Richard Fryer
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Review titled Excellent experience
Rated 5 stars out of 5
by Anonymous - Posted on 22 May 2024
I attended an appt today and the doctor was very professional. I have also needed to speak to/attend appts over several months and have always received an excellent service from all the staff. The surgery was clean and tidy, was not overly busy and the reception staff were polite and courteous. Their website was easy to use and my requests were dealt with promptly.
Visited May 2024
Review titled Sunbury Group Practice
Replied on 24 May 2024
Dear Patient, Thank you for taking the time to let us know of the excellent experience you have received, not just on your last visit, but continuously over the last few months. Feedback is always welcome, and I’m pleased to hear you have found the website easy to use with your requests dealt with promptly. I will ensure your comments are shared with the whole team. Kind Regards Richard Fryer Business Manager
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Review titled Receptionist !
Rated 2 stars out of 5
by Mrs wright - Posted on 22 April 2024
had reason to contact the surgery, for the surgery email address or a particular doctors email address on instruction from our instructed solicitor, as this was a matter relating to the court of protection for my 97 year old mother. I was told for the solicitor to ring the surgery themselves (their time is my money) anyway would the receptionist believe him how could he prove who he is; however the office of the public guardian had no trouble getting in touch ! As usual in Sunbury health centre style which didn’t surprise me. ‘no emails given out I explained the situation, no emails given out, fill in a form to request an appointment’ ‘here we go again.’ I have no trouble with the Doctors they are thorough and efficient and find them approachable. Please, please train your receptionists not to be so abrupt, have a softer tone and a bit more human, then I wouldn’t feel so incensed in writing a rather negative review.
Visited April 2024
Review titled Sunbury Group Practice
Replied on 25 April 2024
Dear Mrs Wright, I’m sorry that your recent experience with our practice has not been a positive one. Thank you for taking the time to leave your review. Whilst I can appreciate your frustration with the situation regarding our email address, our Reception team are tasked with ensuring the correct communication channels are used by both individuals, companies and organisations. Our preferred route of contact is via our website so that all communication is directed to the most appropriate team in the most timely fashion. If you would like us to look into this further, please send your feedback directly to the practice either via our website feedback form. By copying & pasting this link: https://www.sunburyhealthcentre.nhs.uk/services/give-surgery-feedback/ Or you can write to us, marking your letter for my attention. This will give us the opportunity to understand your individual circumstances and to respond to you directly. Kind Regards Richard Fryer Business Manager
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Review titled No compassion
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2024
I haven’t been sleeping well for the last couple of weeks. I am literally exhausted physically and mentally. My family and friends are commenting on how awful I look. It is affecting me in every aspect of my life including work and relationships. Having 2-3 hours of sleep and getting up at 6.30am. I’m not sure if something is wrong medically or whether it is my mental health but I feel at breaking point. I filled out a form for an appointment and was sent a link to book an apt. The earliest was more than 2 weeks away. I called the surgery and was callously told of sleep was not urgent so I could not have an emergency apt. I’m just wondering where the receptionist got her medical degree? If I fall asleep at the wheel of my car or end up burning out would this practice care? I dread calling the surgery or visiting this practice. I certainly would never recommend anyone join.
Visited April 2024
Review titled Sunbury Group Practice
Replied on 29 April 2024
Dear Patient, Thank you for taking the time to leave your review, I am sorry that you have been dissatisfied with the service you have received. Our reception team use triage techniques and questions, along with taking guidance and being provided with support from members of our clinical team each day, in order to manage the inflow of appointment requests, both through our website and over the phone. I’m sorry if the interaction and outcome for your individual request was not to your satisfaction. Whilst I am unable to comment publicly on your individual circumstances I would be pleased to investigate this interaction further. If you would like me to do this, please contact the practice with your details using our website feedback form [Please copy and paste this link: https://www.sunburyhealthcentre.nhs.uk/services/give-surgery-feedback/ to access the form]. Kind Regards Richard Fryer Business Manager
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Review titled Terrible.
Rated 1 star out of 5
by David Houston - Posted on 26 April 2024
I can not fault the Doctor in anyway, she listens and understands and is very helpful 5 Stars for the Doctor. 0 stars for the rest, customer service is very low, can only make appointments online between 8am/11am not every one can access the internet at that time but they do not seem to care about that. When you do call them you are left on hold for ages. Receptionist not good either.
Visited April 2024
Review titled Sunbury Group Practice
Replied on 03 May 2024
Dear Mr Houston, Thank you for providing your review on our service, I will ensure the positive comment regarding the doctor you saw is relayed back to them. In relation to your comment regarding the website clinical appointment request times being limited to between 8am and 11am, whilst we do understand the frustration that can be caused when our appointment requests close at 11am, please be assured that currently this is the safest way for us to manage our online demand to ensure that the most urgent requests are dealt with on the same day. In March, we trialled opening this service for a longer period of time, however, this led to an overwhelming surge in demand that we were unable to satisfy within safe limits. We continually monitor and review our capacity along with internal processes, to see if we can improve the service, and are currently reviewing how we can adjust our processes. We are aware of the time patients hold on the phone to get through to us, especially during our busiest times of the day, and are always looking at ways this can be managed more effectively – one of the reasons the website appointment request form is available from 8am, is to aid the ‘8am rush’. We have seen some positive improvements in waiting times, with those who have access to the internet able to go online, leaving the phones available for those without internet access to call us. Please be assured that we will review your feedback in line with our continuous improvement plans. Kind Regards Richard Fryer Business Manager
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Review titled Excellent service
Rated 5 stars out of 5
by David Carling - Posted on 29 January 2024
I received a quick and caring response with the necessary referrals promptly made. I felt I was being listened to, in the past my wife had the same experience and we cannot fault our Health Centre.
Visited December 2023
Review titled Sunbury Group Practice
Replied on 02 February 2024
Dear Mr Carling, Thank you for taking the time to leave a positive review on the service both you and your wife have received from the staff here at the Health Centre. I am pleased that you had the necessary referrals made promptly, and that our team have been able to ensure you are cared for and listened to. Positive feedback is gratefully received and will be shared with the wider team. Kind Regards Richard Fryer Business Manager
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Review titled poor service
Rated 1 star out of 5
by Keith Goddard - Posted on 30 November 2023
I was requested to see the doctor for a repeat prescription. The appointment for made for 10.30 over the phone I turned up and on the booking screen it was canceled as I was too late at 10.33. At 10.40 on my phone, I received a reminder of the appointment to attend. I was told to wait in reception. I waited 1 hour 10mins and then left. with not seeing anyone. I was told I would need to call the next day for a new appointment just for a simple repeat prescription for some cream.
Visited November 2023
Review titled Sunbury Group Practice
Replied on 12 December 2023
Dear Mr Goddard, I’m sorry that your recent experience with our practice has not been positive. Thank you for taking the time to leave feedback on the service you have received. Please note, that although we monitor the NHS.uk review site for feedback, we are unable to comment publicly regarding individual patient experiences for reasons of patient confidentiality. We will instead be writing to you with an outcome. Kind Regards Sasha Thurgood Operations Manager
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Review titled Worst appointment ever
Rated 1 star out of 5
by Anonymous - Posted on 16 January 2024
Doctor commented on how much weight I’d gained. Didn’t listen when I asked for help. Extremely dismissive of other health professionals ideas and advice
Visited September 2023
Review titled Sunbury Group Practice
Replied on 02 February 2024
Dear Patient, Thank you for your comments on the service you have received from the Health Centre and I’m sorry that this has fallen below your expectations. As we are unable to comment publicly regarding your individual experience (due to patient confidentiality), we shall continue our communications with you via letter to address your concerns. Many Thanks Richard Fryer Business Manager