St Stephens House Surgery
Great! (23 reviews)
Great! (23 reviews)
The practice demonstrates strong clinical care and professional conduct, with patients consistently praising the compassionate approach of clinicians and the warmth of the team. Reception staff receive positive feedback for courtesy and helpfulness, particularly regarding proactive appointment support and responsiveness to urgent requests. The online booking system has been well received for its ease of use, and patients report good access to same-day appointments during peak demand periods.
However, appointment access presents a mixed picture. While some patients secure appointments readily, others report difficulty obtaining timely slots, particularly for urgent issues. Telephone contact remains problematic, with patients experiencing prolonged hold times and inefficient call handling systems. The practice lacks email communication options, requiring patients to use telephone or online channels. Reception staff interactions are inconsistent, with some patients encountering unhelpful or unwelcoming behaviour.
Recent changes to appointment systems appear to have created barriers, with some patients unable to access GP appointments and being directed to alternative services. Continuity of care has been disrupted for patients during transitions, and administrative processes such as medical record corrections require lengthy appointment waits. Despite these challenges, the practice retains patient confidence in clinical quality and care delivery, though accessibility and communication systems require attention.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
The practice demonstrates strong clinical care and professional conduct, with patients consistently praising the compassionate approach of clinicians and the warmth of the team. Reception staff receive positive feedback for courtesy and helpfulness, particularly regarding proactive appointment support and responsiveness to urgent requests. The online booking system has been well received for its ease of use, and patients report good access to same-day appointments during peak demand periods.
However, appointment access presents a mixed picture. While some patients secure appointments readily, others report difficulty obtaining timely slots, particularly for urgent issues. Telephone contact remains problematic, with patients experiencing prolonged hold times and inefficient call handling systems. The practice lacks email communication options, requiring patients to use telephone or online channels. Reception staff interactions are inconsistent, with some patients encountering unhelpful or unwelcoming behaviour.
Recent changes to appointment systems appear to have created barriers, with some patients unable to access GP appointments and being directed to alternative services. Continuity of care has been disrupted for patients during transitions, and administrative processes such as medical record corrections require lengthy appointment waits. Despite these challenges, the practice retains patient confidence in clinical quality and care delivery, though accessibility and communication systems require attention.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Katherine D.
6 years ago
Excellent!
Felt listened to and treated with care
Compassionate and competent
St Stephens House Surgery
6 years agoThank you for taking the time to put such a positive review, much appreciated.
Lorna K.
6 years ago
Excellent!
Receptionist went the extra mile with callbacks
The receptionist at the practice was incredibly helpful when I contacted them to arrange an appointment. They called me back to confirm the booking and then reached out again this morning regarding an available slot. This proactive approach saved me considerable time and stress. I'm very appreciative and impressed by the level of service provided.
St Stephens House Surgery
6 years agoThank you for the positive feedback this is very much appreciated by all the staff at the surgery. I will ensure Denize is aware of your kind words.
Katie A.
7 years ago
Excellent!
Welcoming staff made me feel valued
Excellent medical practice. The reception team are warm and friendly, the clinical staff are outstanding, and the nursing team in particular provide exceptional care! Thank you for delivering such high-quality service.