St Stephens Gate Medical Practice

Exceptional pharmacy with amazing service and care

This pharmacy is absolutely top-notch and undoubtedly the finest in Norwich. They consistently demonstrate exceptional dedication to assisting customers, and I'm thoroughly impressed with their service. Without hesitation, I award them 5 stars. The staff are incredibly welcoming and professional. I previously had to abandon Vauxhall street pharmacy due to an appalling pharmacist who was impatient, aggressive, and extremely discourteous - for which I left them a 1-star review. In contrast, St Stephens gate pharmacy has been flawless, and I've never encountered any issues whatsoever.

Broken website ruins potential for smooth booking

The personnel were fine, but I must highlight a critical website functionality problem as of May 2025. When attempting to schedule an appointment online, users navigate through appropriate links, even confirming a medical emergency, only to be confronted with a message stating 'online forms are closed for Christmas'. In effect, the booking process is completely blocked, and I recommend the organization clearly communicate this limitation upfront on their website to prevent user frustration.

Rude receptionist ruins first covid vaccination experience

I arrived at the surgery for my covid vaccination and attempted to check in on the screen, but the system failed to locate my information. Upon seeking clarification from the receptionist, I was harshly reprimanded with, 'If you had properly read your letter, you would know it's at the pharmacy.' While I understand they encounter challenging individuals, I was being courteous and this was my first time at this particular surgery. The receptionist could have simply and kindly explained, 'These vaccinations are being administered at the pharmacy next door.' Common courtesy requires minimal effort, yet this concept seemed completely lost on this staff member. 15.4.25 As a follow-up, I sent an email to the Practice Manager but received absolutely no response. This lack of communication speaks volumes about the management and professionalism of this medical practice.

Great local healthcare with friendly professionals

Consistently received top-notch care at this medical practice, with incredibly supportive staff and physicians. I truly appreciate their assistance and professionalism.

Fantastic doctors and staff at my medical practice

I've been a patient at this practice for a decade, and throughout my time, the staff have consistently demonstrated friendliness and professionalism. While booking appointments can be challenging (though this seems to be a widespread issue in healthcare), I don't fault them for this difficulty. Dr. Keep is absolutely phenomenal!!! His compassionate approach and willingness to take the necessary time during consultations are truly exceptional. Additionally, I want to emphasize that every single doctor I've encountered here has been wonderful, but having Dr. Keep as my primary physician means I've gotten to know the absolute best of them :)

Exceptional care and kindness at this medical practice

An incredibly professional medical practice where every staff member, from the front desk to the physician, demonstrates the utmost courtesy and respect. Truly a standout experience in healthcare interactions.

Impossible to book a covid testing slot

Struggling to secure a Covid testing slot is incredibly exasperating and time-consuming.

Terrible service and impossible doctor appointment booking

The service is utterly abysmal. What was once a decent practice has now become impossible for booking a female physician. Despite having private coverage and simply needing a referral, I've been completely frustrated. Today, I wasted approximately an hour waiting, only to be repeatedly brushed off. Initially told to call back later, I was then informed no appointment could be made at all. I'm genuinely enraged, as I have legitimate health concerns I desperately wanted to discuss with my doctor. Being told to phone back in a fortnight with a slim chance of scheduling is unacceptable. They clearly need to overhaul their entire appointment system. Apparently, they've forgotten that patients like myself are literally funding their operation. 😡

My partner's visit

My partner noticed a change in a mole. The mole has changed shape, it's itchy and the site has all the indicators that would necessitate further investigation. As is often the case, she was seen by a nurse instead of a gp. Totally fobbed off with no further action taken. She wasn't even asked any questions about her general health. Guess we'll have to find another way to get seen by somebody competent and interested in good health care outcomes.

Terrible medical practice with zero compassion

Supposedly "highly trained" receptionists answer the phone, but their expertise seems limited to avoiding appointment bookings and mastering rudeness. They work in a field demanding compassion yet spectacularly fail to demonstrate any basic human empathy. Unsurprisingly, they only acknowledge positive reviews on their platform. Every visit feels rushed and impersonal, with patients barely feeling acknowledged. When I requested a dermatologist referral, a doctor condescendingly declared, "You don't choose, I choose" - acting as if their medical degree grants them absolute authority. Today, I was abruptly informed I must change doctors because I moved a mere 20 minutes away. No discussion, no options - just a peremptory command from an arrogant desk specialist who lacks any justification for their attitude. This is undoubtedly the most incompetent GP surgery I've encountered. Honestly, seeking medical advice from a random stranger on the street would likely yield more compassionate and competent care than this so-called medical practice.

Great healthcare with minor scheduling hiccups

The front desk staff demonstrate a composed and courteous demeanor. The general practitioners I've consulted are consistently compassionate and attentive, with the same holding true for the nursing team and other healthcare professionals. The sole drawback is the frequent waiting period for securing an in-person consultation.

Nhs system fails patients with bureaucratic blindness

In the past, the NHS prioritized patient-centered care, but now it has devolved into a bureaucratic system obsessed with metrics and checkboxes, completely disregarding patient well-being and individual needs. Despite being a long-time supporter and defender of the healthcare system, I've witnessed its repeated failures over the past two years, convincing me that the current model is fundamentally broken and might benefit from a radical restructuring. The NHS is no longer serving its core purpose and urgently requires a comprehensive reevaluation of its fundamental approach. Personally, I'm done with this system - I won't be consulting any more doctors or tolerating their self-righteous lectures. If you think the PIP assessment is tough, try engaging with doctors who are equally dismissive and uninterested in listening to patients.

Dangerous medical negligence puts patient at serious risk

The medical practice is pushing patients towards online prescription management, which failed me when I urgently needed medication. The receptionist was incredibly dismissive, attempting to redirect me to 111 instead of simply asking a doctor to help. It would literally take moments to cancel and reissue a prescription. As someone on a controlled medication that prevents me from becoming psychologically unstable, I was desperate and increasingly frustrated. When I explained my critical situation, their response was to threaten ending the call because I was visibly distressed. Ironically, they seemed oblivious to the dangerous situation of potentially withholding antipsychotic medication from someone who needs it to remain stable. I will definitely be filing a formal complaint, though I have little faith anything will change given the apparent indifference to mental health concerns among the surgery staff.

Friendly and professional medical care team

Medical professionals here are top-notch and highly skilled.

Compassionate care that truly makes a difference

Since joining in January, I've been thoroughly impressed with the practice. The staff are genuinely attentive and take care to thoroughly understand and address any concerns I raise. The callback system is a real lifesaver, preventing me from endlessly holding on the phone. I genuinely feel heard and cared for. Moreover, the appointment scheduling is remarkably efficient, especially given the financial constraints facing the NHS.

Increasingly unsatisfactory

If you are fortunate enough to see a GP it’s fine, but difficulty in getting an appointment and very slow and patchy communication between reception and doctors has made the service provided increasingly inadequate. If you need prompt attention you are likely to be advised to visit a drop in centre - sometimes by text message!

Worst medical experience ever terrible service

Medical professionals vary in their approach and compassion. In my personal journey with this surgical procedure, every interaction has been deeply unsatisfactory. The entire experience felt cold and detached. After contacting the health helpline, I was promptly dispatched to the emergency department without nuance or individualized care.

Heroic medical team saves the day swiftly

A quick note of gratitude for the incredible medical team I witnessed today. During my surgical appointment, an urgent call for help went out regarding a patient experiencing a seizure. Remarkably, within mere moments, doctors from every direction rushed to assist. Their coordination and teamwork were exceptional, and they responded with remarkable speed and professionalism to provide aid. Kudos to all the staff present for their swift and collaborative approach to an emergency situation.

Terrible gps fail at basic patient care

If I could give zero stars, I absolutely would! With over two decades of experience, I've never encountered such appalling treatment. After being diagnosed (and not by these general practitioners) with a serious condition, I was informed I wasn't entitled to a face-to-face consultation. When I finally secured an appointment after a grueling 7-month wait, I essentially had to plead for assistance, only to be told I was irritable. Well, of course I was frustrated - I left the office in tears, overwhelmed with stress. Despite all that, I still didn't receive the support I desperately needed. These doctors are completely clueless about mental health - at least the three I encountered. I sincerely hope no other patient endures the degrading and undignified experience I've suffered through these past seven months.

Smooth service with great customer support

Prompt, supportive, and lucid service. Much appreciated!