St Stephens House Surgery

Terrible

Keep well clear staff rude Drs are useless they never listen to consultants mess up prescriptions the list goes on I have now moved to a go up the road who are a lot better

Staff rudeness made appointments feel unwelcome

I would recommend looking elsewhere if you have significant health concerns. There are other practices in the local area that may better suit your needs. The reception and administrative staff came across as unhelpful and unwelcoming during my experience. However, the clinical nursing team were professional and competent. The main difficulty I encountered was with the pace of processing correspondence and medication adjustments, which seemed to take considerably longer than expected. If you have ongoing or serious health matters, you may want to consider alternative options.

Felt genuinely listened to and well cared for

I had a significant appointment recently and I cannot speak highly enough of the clinician I saw. Their medical knowledge, compassionate approach, and overall handling of my health concerns were exceptional. They gave me their full attention, communicated clearly about my situation, and I felt genuinely valued throughout the consultation. I feel very fortunate to have received such attentive care. I would also like to commend the entire practice team — everyone demonstrated friendliness, professionalism, and a welcoming manner. Thank you very much!

Online form submission left waiting all day

The recent changes have made it considerably harder to get an appointment with a GP. I submitted an online request at 8.45am and waited for the surgery to respond. Around 2.30pm, I received an automated text message indicating that no appointments were available that day and suggesting I try again the following day or contact 111. I am currently dealing with severe back spasms that have not responded to over-the-counter pain relief options.

Phone lines remain frustratingly difficult to reach

Updated 1/12/25. The situation remains unchanged over the past four years. Reaching the practice by telephone continues to be challenging, with calls frequently going unanswered despite appearing early in the queue. This occurred twice during a recent attempt. A considerable wait of 35 minutes elapsed while on hold, beginning from a position of third in the queue, while trying to arrange an appointment for a family member. Upon finally speaking with reception staff, the suggestion was made to submit an appointment request through the online system instead. It would be more efficient for both parties if this guidance were provided via an automated message during the hold period, rather than after an extended wait. An alternative service was subsequently used, which had been recommended by pharmacy staff, and a video consultation with a clinician was completed within two hours.

Long phone queues made calling back difficult

I was given the option of a telephone consultation and had to wait several weeks before receiving the call. Unfortunately I wasn't available when it came through, so I attempted to ring back straight away as I understood the practice was still open. Following an unhelpful and rather impersonal automated message, I found myself waiting on the line for more than 5 minutes positioned first in the queue. I made another attempt with comparable results. When the clinician eventually reached me later that same day, I mentioned this frustration. Subsequently there was another incoming call, presumably from the surgery with further information, and once more I experienced a lengthy hold of nearly 5 minutes as the first person waiting when I tried to return it. I would recommend using the NHS app contact form rather than attempting to telephone the practice directly, as they do not provide an email address for communication.

Reception staff made me feel welcome

Wonderful surgery - the front desk team are delightful, appointments are readily available, and the clinicians provide comprehensive care - much appreciated!!

Online booking made the process straightforward

I used the new online appointment system for the first time today and found it straightforward to navigate, despite not being particularly confident with technology. I required a same-day appointment due to an urgent matter, and was pleasantly surprised to receive a call offering one within ten minutes of submitting my request through the form. The responsiveness of the practice was much appreciated.

Frustrated by long waits for medical record updates

When I initially registered with this GP practice, the service was satisfactory. I have made contact on two separate occasions since mid-year regarding an inaccuracy in my medical records, where a current health condition has been incorrectly documented as historical despite my ongoing treatment with multiple medications for this issue. I require this correction to be made as I am pursuing private healthcare options. Upon contacting the practice again today about this matter, I was advised that I would need to arrange a telephone appointment with a clinician to request the amendment. The earliest available slot is several weeks away. I feel this is an inefficient use of time given that my medical file already contains documentation confirming the condition remains active. Due to this experience, I am now considering transferring my care and that of my family members to an alternative GP practice.

Reception staff were dismissive and unhelpful

This practice has not met my expectations. The timing of circumstances left a vulnerable family without continuity of care during a period of relocation. Finding a new healthcare provider can be challenging when multiple moves are involved. I found the reception staff to be unwelcoming and unhelpful, and felt the management approach was unsupportive during this difficult time.

Hard to reach when you need urgent help

The practice previously provided reliable appointment scheduling when I needed it. However, I found it concerning that booking an appointment for a minor issue was straightforward, yet obtaining guidance about a potentially serious finger injury proved significantly more challenging. When I sought advice regarding possible infection risk, I was directed to the pharmacy, who then referred me back to the practice, indicating that clinical assessment was necessary. The available appointment options presented were either within the next few days or alternatively at another facility after a week-long wait. This felt disproportionate given that I was simply seeking reassurance about whether the injury required medical attention. Additionally, there was a difficulty locating my registration details, as the email address used for my inquiry differed from the one associated with my patient record.

Reliable practice with good patient support

Our family has been attending this surgery for nearly twelve years and we generally feel it is an excellent practice. Despite being quite busy, there have only been a couple of occasions when the response fell short of expectations, though these instances are not particularly memorable. Having used three different practices over the years, we consider this one to be the strongest. We appreciate the consistently good level of patient care provided.

Staff took time to listen and remember personal details

I have been attending this practice since childhood and have witnessed considerable evolution over the years, particularly in how services adapted during the pandemic. The team, comprising both longstanding and newer members, have provided care for my various health concerns throughout this period, and I have found it straightforward to access same-day appointments when needed urgently, even during challenging times. The clinical and administrative staff demonstrate genuine warmth and invest time in their consultations. I found the practitioners here particularly helpful when I needed support with mental wellbeing matters. I particularly value how one of the GPs consistently takes interest in my broader life circumstances and remembers to enquire about my studies beyond just the immediate medical issue I am presenting with. I will miss having access to this practice when I move away shortly.

Impossible to get an appointment when needed

Difficult to secure appointments at times when they would be most useful. Questions the value of their operating hours.

Phone consultations made healthcare more accessible

Since the pandemic, I have had the opportunity to speak with my healthcare provider on several occasions when required and have received excellent care, support, and guidance. I would strongly recommend this surgery and have been very satisfied with the service my family and I have received since registering there seven years ago.

Prompt and professional care received

I appreciate the timely and professional approach to patient care that your practice demonstrates.

Helpful advice during difficult times

I have received outstanding service from every member of the team at this practice. During the pandemic period, I was able to access medical consultations and benefited from exceptional guidance and support. I would readily recommend this surgery to others.

Reception staff could be more helpful

I have also had a similar experience with a member of the reception team. The rest of the staff have been excellent, however.

Reception staff attitude needs improvement

Some members of staff are pleasant, however others can be quite unfriendly. In particular, I found interactions with reception staff over the phone to be difficult. There have been ongoing issues with my child's prescriptions that have required multiple follow-up calls to resolve, which has been frustrating.

Welcoming clinic but limited mental health support

Pleasant environment. Understand that support for individuals managing ongoing mental health concerns may be limited. Overall satisfactory experience.