Stanley Medical Group

Felt heard and given proper time

Outstanding and well-organised care, with plenty of time given during the consultation. Highly satisfied with the experience.

Efficient practice with helpful digital booking system

One of the stronger practices around, in my opinion. They've consistently demonstrated efficiency, organisation and a proactive approach. I haven't found reason to lodge any complaints, which is quite unusual for me 😂 The recent digital consultation system has been genuinely helpful, allowing patients to avoid the scramble for same-day appointments during peak morning hours.

Reception staff seemed indifferent to my concerns

I had a very disappointing experience with the medical professionals at this practice. The standard of care fell significantly short of what I would expect.

Phone lines impossible to get through on

I have been trying to access the prescription service for over two weeks without success. When I initially requested my login details two weeks ago, I was told they would be sent out, but they never arrived. On a subsequent call, I was informed that their system was experiencing technical difficulties and that someone would contact me that same afternoon, which did not happen. Throughout this period, I have been unable to obtain my regular medication and have made numerous attempts to resolve the situation by contacting the practice repeatedly.

Reception staff interrupted and didn't listen properly

I recently called to arrange an appointment for my child with a doctor. When I explained my concerns, I was interrupted mid-conversation while the receptionist spoke with another colleague. When I questioned whether they were still listening to me, they seemed dismissive. I asked them to pay attention from the start rather than chatting with staff members, as my child is unwell and I'm worried. The interaction felt quite rude. When I requested their name, they became defensive and suggested I was making a complaint. I confirmed I would be doing so. The overall experience was very disappointing. I intend to submit a formal complaint and will request to speak with this member of staff when I visit the surgery.

Impossible to reach anyone by phone

Attempting to reach someone at this practice is extremely difficult and frustrating. I have never experienced such poor accessibility before.

Helpful staff who made me feel welcome

Always helpful and polite, never making me feel judged for getting in touch. Excellent clinical nursing staff and caring, efficient doctors and receptionists—thank you.

Hard to reach by phone, helpful once through

Difficult to reach by telephone, as the line is frequently engaged or calls fail to connect. However, when contact is successfully established, the reception staff are helpful and friendly.

Phone system keeps cutting out mid-call

I'm generally reluctant to visit the surgery, but I felt I needed to make an appointment. Unfortunately, I've experienced persistent difficulties reaching the practice by telephone. On the occasions when I do manage to get through, I'm placed in a queue, but the call disconnects once reception answers. This forces me to start the process again from the beginning. I've spent considerable time attempting to reach someone without success. This issue appears to be longstanding, and when I've finally managed to speak with someone, they seemed dismissive of my concerns. It appears there is an ongoing technical problem with the telephone system that remains unresolved.

Struggling to reach the practice by phone

Unable to reach the practice despite multiple attempts over several days. The phone line either goes unanswered or plays through lengthy recorded information before disconnecting without allowing contact with staff.

Can't get through on the phone

There's little point in trying. You're unlikely to be able to reach anyone.

Reception failed to communicate test results properly

Disappointing experience overall. I felt the clinical care was not adequate. I was prescribed medication for a suspected condition while breastfeeding, but when I followed up a week later, the front desk informed me that test results had come back showing the suspected issue was not present. I believe I should have been proactively notified of these results and advised to discontinue the unnecessary treatment. Additionally, this did not address my underlying concern. My mother, who is also registered at this practice and has significant health needs, has been waiting several months for medical equipment. She has been asked to attend multiple appointments to repeat measurements on three separate occasions. It appears that patient care is not being prioritised adequately. During my mother's appointment, when we raised questions about her treatment plan, we were told there was insufficient time available due to other commitments. This occurred despite considerable time being spent entering prescription information into the system, which could have been completed beforehand using existing records. The telephone line is frequently engaged and the reception staff have not been helpful. We requested assistance with completing an official government form that had a strict deadline, as my mother required this for an important application. After waiting ten days without progress, we called to follow up and were told the practice has a large patient list. This delay caused us to miss the deadline. Fortunately, another healthcare team intervened and assisted us, otherwise the application would have been unsuccessful. We intend to register with a different practice at the earliest opportunity.

Long phone queues make registration difficult

I recently registered at this practice for the first time after relocating from my home area. I attempted to contact the surgery multiple times starting from early morning, but the line remained continuously busy throughout. I found it concerning that such a high volume of call attempts were unsuccessful.

Friendly nurse made blood test painless

All staff have been excellent, with particular praise for one member of the nursing team who carries out blood tests. This person was exceptionally friendly and helpful throughout the appointment.

Staff responded quickly when I needed help

I cannot express enough gratitude for how quickly the team responded when I needed assistance. I am truly appreciative of the telephone consultation I received, during which medication was prescribed in a considerate and professional way. The clinician demonstrated a clear understanding of my concerns and I am hopeful that things will improve soon. Throughout my time as a patient, I have consistently experienced the staff to be warm, empathetic and respectful. Thank you very much to all of you.

Hard to get same-day appointments here

It is quite challenging to obtain an appointment with a doctor promptly, which appears to be a common issue across medical practices nationwide.

Reception staff were dismissive and rude

I had an interaction with a receptionist who adopted a condescending tone throughout our conversation, speaking to me in a manner that felt infantilising. The customer service approach requires significant improvement, as I found the communication style unprofessional. I was particularly disappointed to experience what felt like an abrupt end to the call, which is not something I have encountered from a healthcare professional before.

Friendly doctor but reception staff need improvement

We really appreciate the clinician at this practice. However, we've deducted two stars due to concerns shared in other reviews about a member of the reception team whose manner we found quite difficult and upsetting, which has affected our wellbeing. We also felt that the nurse practitioner's approach lacked professionalism, as we felt prescriptions were offered without sufficient consideration or thorough evaluation. Booking appointments has been frustrating; whilst we understand the NHS faces resource constraints, the overall competence of some staff members has left us disappointed. That said, the clinician mentioned at the start is the main reason we continue with the practice, and we're genuinely grateful for their care. We'd encourage the rest of the team to reflect on their service.

Long-term patient feels genuinely listened to

Excellent service with a caring team. I have been a patient at this practice for many years since childhood and cannot recommend it highly enough.

Staff were friendly and welcoming

Lovely team x