The Stephenson Medical Practice

Phone lines always busy and frustrating

It takes a considerable amount of time to reach someone by telephone at this practice.

Impossible to book appointments when needed

Poor service experience with an unhelpful approach to appointments. The practice does not offer advance booking or same-day availability. Staff absences seem frequent, and the reception team came across as dismissive and unwilling to assist. It feels frustrating that the service does not meet expectations. The overall experience has left me questioning the value provided.

Disappointing decline in service quality

I have decided to change to a different practice as my experience has deteriorated significantly. The service was previously satisfactory, but the quality has declined considerably and has been disappointing.

Waiting times have become completely unmanageable

The practice was once an excellent service, but it has deteriorated significantly. I would hope you don't find yourself needing to rely on it during an illness.

Doctor callback promises went unfulfilled repeatedly

Called at midday and was assured a clinician would return the call, but when I rang back at 5pm there was still no response. The receptionist mentioned the clinician was attempting to reach me, so I was asked to continue waiting. After calling again thirty minutes later, I received the same message despite still not having received any contact. I was in urgent need of medication and felt dismissed by each person I spoke with, as though my concerns were not being taken seriously. This experience fell short of what I would expect.

Long waits and dismissive phone responses

I have been registered with this practice since birth, over three decades ago. What was once a reliable service has deteriorated significantly and feels inadequate. I experienced a two-hour wait to get through on the phone to request an appointment, only to be informed that the next routine slot was two weeks away. I was taken aback by this and expressed my surprise. I was then directed to alternative options including calling 111, visiting a walk-in centre, or attempting to ring early in the morning to chase cancellations. I am uncertain what has changed at this practice.

Long waits and contradictory appointment advice

Disappointing experience with appointment availability. I was informed that no slots were open for a considerable period, yet immediately afterwards was advised to contact the practice the following day to check for any openings. This seemed contradictory and frustrating. I found this approach to be unsatisfactory given the healthcare services we fund through taxation.

Receptionist attitude made booking impossible

The reception staff's demeanor has been frustrating for me. I have experienced significant difficulty obtaining an appointment over an extended period.

Struggling to get an appointment slot

I have experienced significant difficulty in securing an appointment over an extended period of time.

Impossible to book an appointment here

It can be challenging to secure an appointment at this practice. The reception team's demeanor left much to be desired and was quite frustrating. Appointments are available only during a narrow 10-minute call window each day. This experience was deeply disappointing.

Felt listened to and given helpful advice

I would just like to say a big thanks to the clinician during my recent appointment who listened carefully, provided excellent advice and was very helpful. They are a real credit to the practice 👍

Receptionist made all the difference here

Excellent service overall. The reception staff were welcoming and helpful. The clinical team and medical professionals provided outstanding care. I had been registered at a different practice for many years and found the experience there to be quite poor. When I transferred to this practice two years ago, I noticed a significant improvement in the quality of service across all areas. I am very grateful for the care I have received.

Receptionists helpful and staff genuinely care

I've consistently had positive experiences during my visits. The reception team members are as accommodating as possible. The nursing staff are excellent and I genuinely feel they demonstrate authentic concern for their patients. I haven't encountered all of the clinical staff, but those I have consulted with have been caring and a pleasure to work with. It's also reassuring to see that the practice welcomes feedback and suggestions for improvement.

Impossible to book appointments in advance

It is extremely difficult to secure an appointment at this practice. The telephone lines are consistently busy and inaccessible, making it nearly impossible to book over the phone. The only viable option appears to be attending the surgery in person at 8am to arrange an appointment, which is particularly problematic when unwell. Additionally, advance booking does not seem to be available, which is frustrating and impractical.

Call back system beats endless hold times

The practice does offer a callback system which works reasonably well, though the alternative of waiting on hold can take up to two hours. Patients are instructed to ring at 8am to book GP appointments, but by the time calls are answered, available slots have already been taken and callers are advised to try again the following morning at 8am. Continuity of care is difficult to achieve as it is challenging to see the same clinician regularly, which means they may not be fully familiar with your medical background. There have been instances where the consultation has involved looking up symptoms online rather than drawing on established knowledge of the patient's history. The nursing staff are pleasant and professional, however the reception team's service can be variable and occasionally falls short of expectations. Many people in the local area have expressed similar frustrations with this practice.

Friendly staff made difficult visit bearable

Friendly and supportive team members who always greet you with warmth, even in a challenging setting. All staff members, including clinical and support personnel, were attentive to my needs. I attended with concerning symptoms and have since been provided with appropriate medication that has made a real difference. Thank you for your excellent care and dedication!

Reception staff weren't keen on phone calls

The practice could improve their telephone responsiveness.

Reception staff made me feel genuinely cared for

The clinical team at this practice, along with the reception staff, provided me with care that I felt was genuinely life-changing.

Phone lines impossible, appointments even harder

It has been extremely challenging to reach the practice by telephone, and obtaining an appointment once contact is made proves equally difficult. There appears to be a lack of attentiveness to concerns raised, with symptoms not receiving adequate consideration. This frustrating experience has led to multiple instances of abandoning attempts to access care.

Impossible to get through on the phone

It has been frustrating attempting to contact this practice.