Sutherland Lodge Surgery

I am loving the Evergreen appointment booking system which is easy to use and saves having to wait on the phone, also the call back system was very efficient, the staff were very helpful & efficient

A medication was missing from my repeat prescription and it has taken 2 lengthy phone calls and unnecessary ordering of medicines I didn't need, to finally be told that this had to be reviewed by a doctor. When I queried how was I to know that as I hadn't received a message, I was told by the receptionist that they have far too many patients on their books to pass on information. I was also told that I was welcome to leave the practice and join another if I wasn't satisfied. The receptionist on the 1st call that I made on the 18/02/2026, said that my medication would be at the pharmacy the next day, the 19/02/2026. I called at the pharmacy on that day at 4.30 p.m and learnt that the prescription hadn't even been put through. On my 2nd call to the surgery at 4.45p.m to query why this hadn't gone through, I was also told it would be at the pharmacy, ready to pick up layer that day. I mentioned that the shop would close in 15 minutes so that was hardly likely and it was then said that it would be ready either Friday 20th or Saturday 21st. Having already told the receptionist that I was going away for the weekend and this was urgent, she then continued to argue her point so I politely said goodbye and ended the call.

I have been a patient at Sutherland Lodge Surgery for over 50 years. Appointments when needed are always made available and organised and the medical care, particularly that from Dr Chowdhry, is excellent. Kirsty, Team Leader, is reliably patient-focused and always prepared to go that extra mile to resolve any queries. Now that the surgery has undergone a complete renovation and extension, the whole experience is made that much smoother contributed to by the reception staff.

I now Have the Best Doctor in the World, Only took me 57 years to find... The lead Doctor, Dr Chowdhury... With his right hand, Yvonne the manageress Who sadly passed will be greatly missed.. For me, I could never give bad feedback... If I ever have a problem just talk ... Always away around it...

It’s always difficult to get through surgery reception is improving

When u ring them at 8 in morning your stuck in a que while in that que a voice say if u call after 11am your more than likely not to get an appointment. Well that's all rubbish coz if u call after 8am in morning u can't get an appointment. I've got a thorn in my finger for nearly two weeks can't get it out its now swollen gone green and hard and hot to touch. It is throbbing. I called said news emergency appointment as need antibiotics to get rid of infection and constantly get told by them ring in morning so u ring next morning to get told the same thing over and over again. U could be dying and still wouldn't get seen. U cannot ring 111 as they say as it in surgery time to ring them. Get fobbed off from all directions

I had an appointment a few weeks ago only to find out that the woman I saw was not a doctor but someone who could give out prescriptions. I had to tell her what my tablet does. She asked about my depression which I had to tell her I wasn’t even suffering from. She had my notes on screen so where that came from is beyond me. As she wasn’t actually a doctor I was told to make an appointment before I get my medication next time. I tried for days on end to call and never got an answer. Eventually today I went down to the surgery and guess what, no appointment available till mid January !!. Also the lady was sitting so far back that everyone waiting now knows what medication I’m on and why I’m on it. I have never written a complaint before and I’m 60 now so it shows that for me to complain it must be bad. This surgery has gone down hill so badly I am disgusted.

Repeated calls they never answer the phone and have been repeatedly lied to by DR Douglas-Graham! If you absolutely must see a doctor at this practice make sure it’s not him if you don’t want to be fobbed off, rushed out the door and lied to!!!

Used to be an excellent surgery with a real can do attitude until virgin took over. The reception staff give out wrong and conflicting information with no apologies or attempt to sort out their mistakes. This is certainly not a one off. When every one is singing off a different song sheet it usually points to wards poor systems or management or both.