The Stephenson Medical Practice

Econsult system beats endless phone queues

I submitted an online consultation request and was assessed and seen quickly by a clinician. I was very pleased with this! It proved far more convenient than the traditional phone booking method with its lengthy waiting times. The reception team were welcoming, courteous and provided excellent assistance. The clinician I saw was compassionate and attentive, maintaining good communication and creating a comfortable atmosphere. My concern was addressed efficiently and I received considerate and empathetic care throughout. I would definitely recommend this practice to others.

Friendly staff made me feel welcome

The team members are approachable and consistently provide excellent assistance and support.

Quick and efficient flu jab appointment

My wife recently received her flu vaccination and the appointment was quick and straightforward. She has been a patient at this practice for many decades. She will be reaching a significant milestone birthday soon. The staff consistently demonstrate a helpful and considerate approach. Everyone, from the clinical team to the support staff, treats patients with genuine care and respect. We appreciate that the practice operates on the principle of treating people as you would wish to be treated yourself.

Econsultations made booking harder, not easier

This practice has deteriorated significantly, particularly following the implementation of online consultations. While these were intended to streamline access, obtaining an appointment has become extremely challenging. Despite being assigned a higher priority classification during the initial assessment, the earliest available slot was more than two and a half weeks away. This seems inconsistent with the priority level assigned. When the practice's advice is to contact alternative services, it suggests the appointment system is not functioning as intended.

Finally felt heard at my new practice

Switching to this practice has been transformative for me. I feel genuinely heard and respected rather than having to struggle to get my concerns taken seriously, which was my experience elsewhere over many years. I only wish I had made the change much earlier instead of persisting with my previous GP for so long.

Reception was dismissive and follow-up communication failed

I feel there are concerns about the care I received during my visit. When I attended my appointment to discuss my health concerns, I felt the focus of the consultation was not entirely on addressing my medical issues. During the appointment, I was informed that a referral email to a specialist regarding my medication would be sent, however this does not appear to have been completed. At my follow-up appointment, I was told the specialist had not responded, though I question whether the initial communication was sent. I have now been without appropriate support for several weeks, and my attempts to follow up through phone calls and emails have gone unanswered. I am dissatisfied with the level of care and support I have received and intend to escalate this matter formally with the practice management.

Staff were attentive and made me feel welcome

It's always enjoyable visiting this practice. The clinical team members are consistently attentive and friendly. Much appreciated.

Friendly and approachable every time I visit

The doctor at this practice is consistently friendly and approachable.

Online booking system adds unnecessary delays

This practice was previously dependable and well-regarded. However, standards have declined noticeably in recent times. The appointment booking process has become problematic, as telephone calls are no longer accepted. Instead, patients must complete an online form and subsequently wait several days for the practice to respond. Following this initial contact, there is a triage process before patients can eventually be seen, which may take a considerable amount of time.

Felt properly listened to and understood

I have no complaints about this practice. The team has been genuinely supportive and empathetic throughout my care. I've felt heard and valued during my appointments. I'm currently receiving treatment for a couple of health concerns, and I'm very grateful for the excellent care provided by the clinical staff. They've been outstanding 💯

Long phone queues made appointment booking difficult

I found the telephone waiting times to be quite lengthy and frustrating. Overall, I was disappointed with my experience at the practice.

Quick help when I needed it most

I have been a patient at this practice since its inception and can genuinely say I have never experienced any problems. When I required assistance and guidance recently, the level of service provided was outstanding. My matter was resolved within a short timeframe, and I am very grateful for the support received.

Turned away for being two minutes late

I attended an appointment scheduled for mid-afternoon and arrived a few minutes before the designated time. However, due to a queue at reception, my check-in was recorded a couple of minutes after my appointment slot. Despite having booked this appointment several weeks in advance and having made significant arrangements to attend, I was not seen by the clinician. Reception staff communicated with the clinician on my behalf to explain the circumstances, but the appointment was cancelled due to the minor delay in check-in. This decision was particularly frustrating given that patients who check in on time often wait considerably longer in the waiting room before being called. I found this outcome to be very disappointing.

Online booking made appointment simple

Avoid calling to book an appointment and opt for the online consultation service instead, which works brilliantly. You can submit your request online and typically receive a response the following day 😁

Staff made time despite heavy demand

I have consistently found my visits to this practice to be satisfactory. The team members demonstrate professionalism and compassion in their interactions with patients. Considering the significant pressures currently facing NHS services, I believe the staff perform well in providing various appointment options to ensure patients can access care promptly.

Reception listened and doctors took time

Whenever I have required assistance, the practice has consistently provided support. The reception team has always paid attention to my concerns and the clinical staff have made time to listen and discuss my issues with me.

Struggling to see a doctor, kept redirected

I have been unable to see a doctor at my last three visits, as I was seen by a nurse practitioner instead. On each occasion, I was informed that I needed to see a doctor, and reception advised me to phone for an appointment. When I did so, I was asked to complete an email form detailing my concerns. Upon calling back to provide further explanation, I was told someone would phone me back. I am still waiting for that call.

Receptionists dismissive about mental health concerns

The service at this practice has been disappointing. It is difficult to secure appointments in advance. The reception staff have seemed dismissive, particularly when mental health concerns are raised. On several occasions, I have been directed to contact alternative services rather than being offered an appointment. When I mentioned that my issue related to mental health, I was informed of a significant wait time. Additionally, I have experienced lengthy periods on hold when trying to reach the practice.

Front desk staff made booking straightforward

The receptionist at the front desk is consistently helpful.

Quick response through online consultation service

Utilized the online consultation service and obtained suitable care within a short timeframe. Much appreciated for the excellent support provided.