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A pale imitation of a once good practice.

Story from nhs.uk

"A pale imitation of a once good practice."

About: Sutherland Lodge Surgery

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.

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Responses

Response from Sutherland Lodge Surgery 2 weeks ago
Sutherland Lodge Surgery

Submitted on 08/05/2024 at 18:36
Published on nhs.uk at 18:36

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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