Stanley Medical Group

Long wait times and poor communication throughout

I have been a patient at this practice for over a decade, and I am keen to find alternative care elsewhere.

Friendly reception made the visit pleasant

Outstanding

Practice staff really listened and helped

This practice is certainly among the best, with a few particular clinicians who are absolutely wonderful in their care for my family members. They genuinely make a real effort to assist us, and we feel very appreciative of what this practice offers. The clinical team and support staff are excellent.

Long wait, then appointment cancelled without explanation

I had to wait several weeks to get an appointment. When the clinician called me, there seemed to be a hearing issue during the conversation, and the call was ended without being rescheduled. I then contacted the practice immediately, and the receptionist explained that the clinician was unavailable at that moment and suggested I might be fitted in if space became available. It's frustrating when access to healthcare feels difficult, as this can add to the stress people experience when seeking medical support.

Helpful staff who actually listen to you

Excellent surgery. The staff demonstrated helpfulness, expertise, and a welcoming approach without any sense of judgment.

Practice standards fell short of expectations

The NHS is amazing and the staff that work in it are incredible...but it's extremely clear the professional standards of this practice are very low. There were instances where prescriptions appeared to contain errors, responses to consultation outcomes were notably delayed, and guidance provided seemed inaccurate even to those without medical expertise - issues that were subsequently acknowledged as incorrect.

Couldn't get through on the phone

I had a very negative experience with the medical care I received.

Receptionist was helpful and friendly

I have consistently had a positive experience.

Reception helped with transport arrangements

Thank you to the wonderful reception team. I'm sorry I didn't catch your name, but you were incredibly helpful when our transport was running behind schedule and you assisted us in arranging our return journey. You were absolutely brilliant. 👏

Reception promises unfulfilled on fit note request

Disappointing experience. I requested a work absence certificate more than two weeks ago following a period of self-certification, and despite making three additional attempts to follow this up, I have not yet received it. I have previously been satisfied with this practice, but my confidence has been affected. I spoke with reception staff last week who assured me they would send me the necessary documentation and offered an apology, however nothing has arrived. I have been unwell for nearly four weeks and work across multiple healthcare settings in the area. I explained that returning to work while still symptomatic would pose a risk to colleagues in those environments. Without the required certificate, it appears my concerns about preventing transmission have not been prioritised.

Phone lines left him unable to access care

My partner, who has a cognitive disability, experienced severe headaches and attempted to contact the practice by phone. The call went unanswered for an extended period with no automated messaging or queue information provided. Upon visiting in person and explaining the situation to reception staff, they were instructed to complete an online registration form at home. Due to the nature of my partner's disability, this was not feasible without assistance, and I had to complete it after returning from work. Unfortunately, this delay in accessing medical support resulted in a hospital admission that might have been prevented with timely clinical assessment. The reception team did not appear to recognise or respond appropriately to the vulnerability presented. Overall, the experience reflected a concerning gap in patient-centred care and support.

Ignored concerns across multiple appointments

I have been unwell for an extended period and felt my concerns were not adequately addressed during multiple visits. I requested specific medication but was advised to try an alternative approach instead. I subsequently developed complications affecting my throat and ear, and I also mentioned experiencing other symptoms including sleep difficulties and temperature regulation issues. However, I felt these additional concerns were dismissed, and I was told the practice could only focus on one issue per appointment. Despite attending seven appointments, I did not feel I made meaningful progress with my health concerns.

Friendly staff who actually listen to you

The medical staff were pleasant and approachable, and I have not experienced any issues during my visits.

Regular contact made the difference

I appreciate the regular contact and updates that were provided following my recent hospital appointments.

Phone queue experience depends on who answers

The level of helpfulness when calling seems to vary depending on who answers the phone. On this occasion, the staff member who assisted was not particularly helpful, though there have been other times when different staff members have provided excellent support.

Felt listened to during my appointment

I recently had a consultation with a member of the medical team who provided excellent care. I'm very grateful for their support.

Doctors who actually listen and help

It's always straightforward to arrange an appointment, and there are never any obstacles in the way. The medical team consistently goes the extra mile to provide assistance. Thank you for being healthcare professionals who genuinely listen to patients!

Failed to prescribe needed antibiotics promptly

My daughter is currently hospitalised following what I believe was a failure to prescribe medication that a hospital subsequently indicated she should have received. This resulted in concerning physical symptoms and critically low oxygen levels, which could have been life-threatening had we not called for emergency assistance. She has now spent an extended period in hospital receiving oxygen support and has been quite unwell. She has a serious viral infection with significant complications. I found this situation deeply frustrating.

Booking system needs work, staff care shines

I appreciated the considerate and caring approach shown during an extended appointment, and the helpful assistance provided at reception. Both interactions were genuinely valued. It would be beneficial if the booking systems better reflected the quality of the personal care provided by the team.

Hard to get through on the phone and book appointments

I had concerns about my experience at this practice. A family member was recently hospitalised with a serious respiratory condition after experiencing difficulties obtaining appropriate care through telephone consultations and receiving an inaccurate initial assessment. I feel that in-person appointments would be particularly beneficial for elderly patients. I was very dissatisfied with this situation. In my earlier experience with the practice, I found it challenging to secure appointments and ultimately decided to register elsewhere. The appointment availability was a significant frustration during my time as a patient.