Sutherland Lodge Surgery
115 Baddow Road, Chelmsford, Essex, CM2 7PYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Patients do not matter
Rated 1 star out of 5
by Anonymous - Posted on 21 June 2024
I was supposed to have a morning appointment. I phoned up in the early afternoon to be told it had been moved to the afternoon with a different Dr. Which is fair enough if they had let me know. It is now past 3 and still no phone call. Am I expected to wait in all day for a phone call. I do not want to discuss my medical issues in public so cannot go out.
Visited June 2024
Sutherland Lodge Surgery has not yet replied.
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Review titled Level of Patient Care Poor
Rated 2 stars out of 5
by Anonymous - Posted on 12 June 2024
The level of care and communication for patients has dropped drastically in the 20 years I’ve been attending this surgery. Important diagnosis’ are being missed because patients aren’t being seen in person when they should be and/ or their symptoms aren’t being taken seriously and necessary referrals being made. I had to chase what for us are important blood results yesterday, 11th June, that were taken on the 15th May for a child patient (whose has been in constant pain since September 2023) only to receive a text message saying the lab had rejected it because they were taken two days too early, and no new form was even attached in order for us to rebook. Apparently we needed to wait 90 days before having blood taken again from the last time even though this key information was not passed on to us by the doctor at the time of the telephone appt and new blood form issued. Also, those results must have been received at least a week later going by when we have received the last two blood results, so why was I not contacted straight away to say they needed to be redone. Had I not filled in the request online for the results yesterday I honestly don’t think I would have ever heard anything back. I then had to phone to ask for a new blood form which never came. So I’ve had to phone again today and due to my name being misspelled I asked them to text me the form instead. Thankfully I have now received this. I feel guilty because I know my frustration came off as rudeness on the phone and that just isn’t me but my mama bear is at the forefront currently because I feel helpless as my child is constantly in pain. I’ve asked in the last two appointments for a referral as I feel that her body isn’t retaining Vit D and I think something else is going on but I’ve gone with both the doctors opinions that we try daily supplements and when she was still feeling awful, more blood taken, then her levels were even lower, so then we tried an even higher dose then told to have more blood taken which now we don’t even have results for. I love the NHS it is an awesome system and I don’t want it to fail. It’s so sad to see the state it’s in. Having grown up abroad in a country without free healthcare where families are in tremendous debt from just an emergency room visit or having a baby etc we do not want to move to a system like this. But more and more if patients have access to private medical care they are having to turn to it in order to be seen straight away. Which is crazy because it’s the same doctors we are seeing. If we keep this pattern up the NHS will fail. Honestly I don’t have the answers but I do feel that if you were compelled to go into the medical field your patients care should be your top priority. Please do better and please take them time to listen to your patients so things aren’t missed.
Visited May 2024
Sutherland Lodge Surgery has not yet replied.
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Review titled Not helpful
Rated 1 star out of 5
by Anonymous - Posted on 07 May 2024
There are no appointments to speak with a doctor until next week. A nurse practitioner is not the same. I spoke to a doctor previously who told me to make another a follow up appointment. There is no continuity of care.
Visited May 2024
Review titled Sutherland Lodge Surgery
Replied on 08 May 2024
Dear patient, Thank you for taking the time to post a comment. I am sorry you feel it is difficult to get an appointment at the moment. As you may be aware from our posters, newsletter and telephone message there is a triage form on our website. Patients are triaged and given an appointment within 2 weeks, often on the same day if their condition is urgent. Follow up appointments can be made directly with the Doctor or at reception once the appointment is finished. I am sorry this has not been your experience and hope the above helps you to secure a timely appointment in the future. Please let me know, by popping into the surgery or calling in the afternoon, if you have any problems in the future. Yvonne Wright Service Manager
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Review titled Good treatment for my son
Rated 4 stars out of 5
by Anonymous - Posted on 23 May 2024
The 2 senior male doctor's have been extremely helpful and understanding when speaking with my son who is autistic and has mental health problems. They have taken their time to listen to him. He has always received a response for his appointment request in a timely manner which is important to him. Thank you.
Visited April 2024
Sutherland Lodge Surgery has not yet replied.
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Review titled A pale imitation of a once good practice.
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2024
Been registered with Sutherland Lodge since the early 70's, when my Step-dad was a partner there. The Sutherland Lodge of 2024 is a pale imitation of what was a fine practice, staffed by people who cared about their patients and the care provided. Actual humans, not the uncaring 'gatekeepers' of recent years. Now replaced with an automated booking system, who's only response seems to be "Temporarily unavailable. We have paused access to online queries as we have reached capacity for the day." Tried for three weeks, gave up. Looking to move on to a new surgery, as Sutherland Lodge doesn't seem to be a surgery anymore.
Visited April 2024
Review titled Sutherland Lodge Surgery
Replied on 08 May 2024
Dear patient, Thank you for taking the time to give us your feedback. I am sorry you feel it has been difficult to get an appointment. The team here work very hard to ensure patients are well cared for in accordance with the appropriate national guidance and that their care is recorded appropriately. This has seen us improve, across Mid Essex, to be a high performing practice with regard to a lot of our long term condition care. The Digital Front door is something NHS England have asked surgeries to put in place and all surgeries will have some form of this way to access appointments. You can still telephone or visit the surgery to access an appointment. People who are aged under 5 or considered to be frail and/or elderly will also be seen the same day if their symptoms are urgent. I hope this has been helpful and please pop in and see me or get in touch by phone if I can offer any further help. Yvonne Wright Service Manager
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Review titled Failing Practice
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2024
I needed an appointment. Tried to complete online form at 7.50am on Monday and was already closed due to capacity issues so had to get a private appointment. Attempted to get another appointment on Tuesday via form. Despite completing the form I had not heard anything by 3pm so went to A&E given antibiotics and told to return if they did not work. Wednesday afternoon receive an appointment from Surgery for the 21st March. Absolutely useless not sure how anyone who has no alternatives copes
Visited March 2024
Review titled Sutherland Lodge Surgery
Replied on 08 May 2024
Dear Patient, I am sorry you feel you have had difficulty in getting an appointment but thank you for taking the time to post your comment. Throughout March and April many people have been accessing the service with flu like symptoms however all medical triage forms have been processed the same day and patients given an appointment within 2 weeks depending on the urgency of their symptoms. The Admin forms take a little longer as there are many more of them and the requests are often complex. There is information on the application service, website, on the telephone and face to face advising that you can still use the telephone to request an appointment after our form has closed. The reception will complete a form for you or prebook for our next available appointment. We also keep access open for people aged under 5 and those of our patients are considered frail and/or elderly. I hope this information helps. Should you have any problems in the future please do not hesitate to get in touch. Yvonne Wright Service Manager
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Review titled Great Seevice
Rated 5 stars out of 5
by Jonathan - Posted on 18 November 2023
Used the new booking system for the first time. Got a helpful message from the doctor and an appointment booked for the following week. The reception was very friendly even though the renovation work has obviously started. Great leaflet explaining what is happening. This surgery has improved so much over the past few years. Thanks
Visited November 2023
Review titled Sutherland Lodge Surgery
Replied on 14 March 2024
Dear Jonathan, Thank you so much for your positive response. We look forward to the time the building works are finished and both the patients and the staff have a super surgery to visit and work in. I will pass your comments onto the team. Yvonne Service Manager
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Review titled New appointment system
Rated 2 stars out of 5
by Anonymous - Posted on 15 November 2023
We now have use a new online appointment system, I received 6 text messages yesterday to make an appointment with a doctor within 2 weeks. This I tried to do only to find the new appointment system had closed early as it was over subscribed. How can this be an improvement as it can only be used a limited amount of hours?
Visited November 2023
Review titled Sutherland Lodge Surgery
Replied on 15 November 2023
Dear patient, Thank you for taking the time to post your comment. The new online appointment system is monitored to ensure the requests we receive allow us to triage all patients and to operate within safe parameters. Winter Pressure and general coughs and colds do increase the number of requests received. We have made a change to the way we send blood test results, you may have been given one form however each test ticked on that form is returned to us separately. On this occasion you received a text for each one. We will ensure all Doctors are aware of the new way of notifying patients of test results. The option to call the surgery is still available if you have received instruction to book an appointment urgently. Our form opens at 7.00am and so for routine appointments it is sometimes necessary to wait until the next day. Under 5's and over 75 or frail are encouraged to call the surgery once the form closes and it is clear from the message on the on-line form that this is the process to follow. Once again I apologise that you were unable to access the form immediately, we would not have capacity to meet the demand if the form were available for 24 hours. Many GP surgeries in the country now have a digital front door and all are working towards this by March 2024. You will be aware that we are in the first week of our refurbishment however you may not have seen our update advising patients that staff are working slightly differently during this exciting time. Should patients have queries or concerns we have posters encouraging people to contact us via our email address. Once again thank you for your feedback. Yvonne Wright Service Manager
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Review titled Unacceptably awful service
Rated 1 star out of 5
by Anonymous - Posted on 26 July 2022
Agree with all previous comments, it has not improved. Promised calls that never happen and continually have to chase them for a response.
Visited July 2022
Review titled Sutherland Lodge Surgery
Replied on 16 November 2023
I am very sorry this happened and for the very long delay in responding. Lots of things have changed including the way in which we book. My apologies we were unable to resolve this at the time. We do have a complaints process through which we respond to all complaints very quickly.