The Stephenson Medical Practice

Phone queue delays made getting an appointment impossible

Extremely disappointing experience at this practice. I have called multiple times over the past week and spent considerable time waiting in the queue, only to be informed that there are no available appointments for an extended period. I was instructed to ring back the following morning at 8am, which seems pointless given the same lack of availability. The reception staff were unhelpful and suggested attending a walk-in centre in a location that is not convenient for me. It feels frustrating to be unable to access local services despite my contributions, particularly when I am working and have limited flexibility.

Struggling to reach anyone by phone

It has been very difficult to make contact with the practice. Despite registering and attempting to reach someone by phone on multiple occasions, I have been unable to speak with anyone. My spouse also experienced similar difficulties, spending a considerable amount of time waiting on hold without success.

Unclear information about holiday opening hours

There was insufficient clarity regarding the practice's holiday schedule during the festive period.

Long wait times and unhelpful reception staff

Best of luck if you find yourself needing to visit this practice.

Long phone queues and missing prescriptions

The phone lines are consistently difficult to reach regardless of when you attempt to call, with extended waiting times on hold. There have been ongoing issues with sick notes not being dispatched and prescriptions failing to be processed by the pharmacy. Overall, the service has been disappointing.

Phone lines impossible to get through on

I have never encountered such disappointing service anywhere. The telephone line is difficult to reach during the designated prescription slot window, and when prescriptions are left in the drop-off facility, they are not processed within the stated timeframe. Additionally, when attempting to follow up, the practice is frequently unavailable due to staff training commitments. This level of service is concerning.

Receptionists unhelpful and phone queues endless

This practice has provided me with the poorest level of service I have encountered. The front desk staff have been unhelpful and discourteous, telephone queues are consistently lengthy with extended waiting periods, and callback requests go unanswered. I feel the service falls well short of NHS standards.

Couldn't get through on the phone to cancel

It took considerably longer than expected to reach someone by phone in order to cancel an appointment, which was disappointing.

Consistent care from a courteous practice

I have been a patient at this practice since its establishment at this location, and previously at its former site. Throughout my time here, I have consistently received excellent care. I have been under the care of several clinicians over the years, and have since moved between different practitioners as they have left the practice through retirement or other circumstances. I found all of them to be highly skilled and demonstrated courtesy and helpfulness in their approach. I also received outstanding care from a clinician who specialises in injection procedures. On one occasion, I did have a concern regarding my care when a condition was initially identified as one thing when it transpired to be something different, though this was not with any of my regular practitioners.

Reception staff lacked understanding of mental health needs

The receptionist at the front desk displayed a lack of professionalism and appeared unfamiliar with supporting patients experiencing mental health difficulties. The service provided was unhelpful and fell short of expectations.

Helpful staff who actually listen

Consistently supportive and accommodating.

Receptionists sent prescription to wrong chemist

The reception team provided an unsatisfactory experience. They were unhelpful and appeared indifferent to my concerns. I have been without an essential medication for approximately a week due to the prescription being sent to the wrong pharmacy on multiple occasions. Despite raising this issue, the team was unable to resolve the situation or demonstrate concern about the difficulties this has caused me. This is not an isolated incident.

Long waits and mental health concerns dismissed

The clinical staff at this practice do not appear to have adequate expertise in their field. Mental health concerns do not seem to be treated with appropriate priority, and patients feel dismissed rather than properly supported. I arrived early in the morning for an urgent appointment for my young child and was given a position in the queue. However, my position subsequently moved further back rather than progressing as expected.

Easy to get an appointment and seen quickly

Quick appointment availability and straightforward access to consultations.

Dismissive approach to mental health concerns

I had a very negative experience with this practice. If you have mental health concerns, I would caution against attending. At each visit, I felt the clinicians relied too heavily on existing records and formed quick judgments without properly engaging with me. The approach felt dismissive and hurried, with little genuine listening or time taken to address my concerns before moving on to the next appointment.

Caring practice that really listens

Outstanding experience across the board. The care provided was considerate, attentive and encouraging. I could not have asked for a better practice or healthcare provider and would gladly recommend to anyone.

Long waits for routine appointments here

The appointment availability at this practice is frustrating, with lengthy waits for routine consultations and difficulty securing follow-up visits to discuss results in a timely manner. When seeking quicker access, staff suggest using the emergency appointment system, which seems like an inappropriate solution for non-urgent matters.