Stenhouse Medical Centre

Siobain and Fatini fixed it in twenty minutes

After switching from Highcroft (a terrible experience!), I can genuinely say that Stenhouse has surpassed what I hoped to find in a new medical practice! The front desk staff are consistently courteous and supportive. Wait times on the phone are minimal. Appointments are available even if there's a brief delay. My former practice would simply refuse without suggesting anything else. I want to especially thank Siobain and Fatini for their care today. These skilled practitioners accomplished in 20 minutes what my old practice never managed! Thank you for renewing my confidence in the NHS. It feels as though I've returned to a time when doctors truly listened and provided the appropriate care patients deserve! Thank you Stenhouse!

Dr Carey really listened to my dad

I've been a patient at this medical practice for quite some time, and despite the challenges they face, the staff has consistently shown kindness and support to both me and my loved ones. I'd like to express my sincere gratitude to Dr Carey in particular, who has been exceptional in caring for my father. She took time to truly hear his concerns, never made him feel hurried, ensured he received regular appointments, and quickly directed him to appropriate specialists. Dr Carey, thank you so much for everything you've done.

Been here since childhood, still works

I've been coming to this practice since I was a child, and my experience remains excellent now that I'm grown. I've started taking advantage of their digital platform, which is intuitive and beats waiting on hold over the phone. Whenever I've had concerns about my medications, scheduling, or medical records, the staff has resolved them quickly and professionally. Highly recommend this practice.

got hung up on while in severe pain

I called 111 seeking guidance about my pain since my medication wasn't providing relief. I suffer from endometriosis and cysts, and 111 advised me to contact my GP immediately, so I did. However, the receptionist at the surgery instructed me to visit a walk-in centre instead. I'm experiencing severe pain that prevents me from leaving home, and the receptionist hung up on me without further assistance. This GP practice's service quality is declining. I was specifically told by 111 to call right away, yet I'm left sitting here in agony without proper support.

one blood test in four months isn't enough

My endocrinologist referred me back to this surgery at the start of this year following my radiotherapy treatment. Over the past 4 months, I've only received a single blood test, haven't been sent a new referral letter, and have no clarity about when future tests are scheduled. Additionally, I got a concerning message from reception stating that 'your TSH levels are abnormal but nothing to worry about'. At 35, my wellbeing is deteriorating rapidly due to persistent tiredness and an inability to properly track my blood results. I require medical guidance to adjust my medication. Although my blood was drawn several weeks ago, I've only just been given an appointment for a standard check-up. This means I'll likely remain severely fatigued for at least another two months. It appears they're content with your TSH fluctuating wildly provided you don't become critically ill. They don't seem to understand how debilitating it is living with this condition. Being told 'one blood test every 6 months is sufficient' is unacceptable when your levels haven't yet stabilised. I'm exhausted from having to fight to advocate for my own health when I'm already so drained. I've had to escalate this to PALS. Edit: As an example, I was directed to contact someone currently away on holiday for seven days.

receptionist actually listened to my concerns yesterday

Building on my earlier feedback (which may have been overly critical), I attended an appointment recently and was thoroughly impressed with my visit to Stenhouse. The reception team demonstrated genuine care, empathy and gave my worries their full attention. The NHS has faced mounting strain due to government budget reductions since 2010 and insufficient GP recruitment and training, which explains why securing appointments has been challenging for me in the past (a classic case of supply falling short of demand). There have been occasions when reaching the receptionist proved difficult, and once connected, I've had to emphasise how urgent my situation was to get seen. Stenhouse has introduced a callback request system (allowing you to retain your queue position) which has made a real difference. I've been attending Stenhouse since childhood and the team has consistently shown great support. In 2018, for instance, I experienced kidney stones causing excruciating pain. I managed to get a same-day appointment and received a morphine injection, after which the GP arranged an MRI scan at QMC that very afternoon. That's faster than what you'd typically experience through private medicine. Overall, the GPs and reception team perform brilliantly, and I sincerely hope upcoming governments will address the funding and staffing shortfalls that patients desperately require.

receptionist made me leave in tears

My experiences at Stenhouse have been absolutely terrible, particularly with an older female receptionist whose behaviour is persistently dismissive and unhelpful. This treatment has left me departing their clinic in an upset and distressed state. I arrived a few minutes behind schedule due to their faulty automatic doors and check-in system, and being disabled made this especially challenging. The staff showed no understanding whatsoever. While I was upset, other team members were gathered gossiping about me within earshot, and shockingly the manager participated in this too! My complaint was never properly addressed, which led me to switch practices. Additionally, their machinery functions poorly and patients are expected to operate the weighing and blood pressure devices independently, as the receptionist apparently cannot be bothered to get up and provide instructions on how they work. I had previously observed a different receptionist being remarkably considerate to an elderly patient, even arranging transport home for her, yet they display no empathy towards younger individuals struggling with mental health issues.

receptionist got my parents in same day

I'd like to express my gratitude to the receptionist at Stenhouse Medical Centre for her compassionate and attentive handling of my inquiry about scheduling doctor's appointments for my aging parents. My father was able to see a physician the same evening, while my mother was accommodated the following day. Both of them were greatly relieved by how promptly they could be seen. While I understand the appointment system must adhere to strict guidelines, it's reassuring to see that empathy and understanding are also taken into consideration.

Got an appointment same morning at 8:50

I recently switched to this medical practice and called at 8am yesterday morning. I was able to book an appointment for 8:50am straight away. The reception staff were incredibly supportive and helpful, and Dr Reed was wonderful. I've been poorly since Christmas Eve, and after examining me, he identified that I had a urinary tract infection and prescribed antibiotics. This surgery is excellent despite being stretched thin. Unfortunately, I'm not feeling any better today, though the doctor did advise me to ring back if my condition didn't improve. I'm dropping off a sample this morning and hoping to get another consultation while I'm there. I'm very grateful to Sten House for their service and would like to thank the two lovely ladies at reception for their assistance yesterday 😏

they actually listen and treat you as an equal

I cannot praise this medical practice and the outstanding support they've provided to myself and my loved ones enough. Even with the significant pressures facing the NHS, they consistently demonstrate dedication and compassion. They adopt a practical approach—I've been able to resolve the majority of my concerns through telephone consultations, visiting in person only when truly needed. My family believes in taking charge of our own wellbeing and sees this practice as a partner in that journey, rather than expecting them to manage everything for us. The team treats everyone with respect and engages with patients as equals, never making anyone feel talked down to.

receptionist hung up before giving appointment time

My mum got a call this morning from the reception desk about her flu vaccination. She informed them she'd already received hers, but my brother has an appointment scheduled for today. Before my mum could even inquire about the appointment time (since she never got a confirmation), the receptionist rudely interrupted with "we're busy at reception, goodbye!" Where are the basic manners?! This is completely out of character for their reception team—we've been patients here for quite some time and have never experienced such disrespectful behaviour. I get that you're under pressure, but surely there are other staff members available! What's more, the receptionist was the one who initiated the call, not the other way around! So to ring my mum unprompted and then ignore her legitimate question was totally inappropriate! If you're genuinely that swamped, why ring at all? Wouldn't it make sense to call during a quieter period? Absolutely unacceptable.

Staff actually listens and gets you the appointment

The team consistently demonstrates helpfulness, and I receive my requested appointments nearly every time. When they're unable to accommodate my preferred slot, they always explain the reasoning and guide me on what to do next. I feel heard throughout my interactions, and they make a point of contacting me with results and necessary follow-ups. I feel fortunate to have found such a competent and welcoming medical practice.

they got my antibiotics sorted while I had COVID

I've consistently received excellent care at this medical practice. When I called to report that I had COVID but required antibiotics, the staff proved to be incredibly helpful and arranged for a doctor to ring me promptly. Within a couple of hours, my prescription was ready at the pharmacy, allowing me to begin treatment immediately. I'm aware of the pressures facing the NHS. It's important that we all maintain reasonable expectations about what they can provide.

doctors who actually listen to you here

I've been a patient at this practice for six years and have found them to be excellent across the board, representing a significant step up from my previous medical providers. The physicians and nursing team are outstanding. They consistently demonstrate warmth and genuine eagerness to assist. They also handle children and infants exceptionally well. I'd particularly like to commend Dr Ayodeji Akande, whose service I simply cannot praise enough. That said, like most practices in the country, the appointment waiting times are frustratingly long – unfortunately that's just the reality of the NHS.

Doctors here actually care about patients

Excellent Physicians!! Wonderful staff and outstanding customer service. People don't realize how fortunate we are as a nation to have access to such a valuable healthcare system. Those rating it below five stars ought to either spend time in a profit-driven healthcare system or work in one themselves!!

Couldn't get my daughter seen for days

My 4-year-old daughter experienced inflamed, painful red tonsils and ear pain. We waited to consult with a physician only to be informed there was nothing wrong, despite her suffering for several days. This medical practice is performing poorly at the moment.

Bobby martin saved me a doctor's visit

I saw Bobby Martin for my appointment. She's wonderfully warm and genuinely compassionate. She pays attention and poses thoughtful questions. Thanks to her expertise, I avoided needing a doctor's visit, freeing up an appointment slot for another patient. She's truly an asset to her field. I've grown more comfortable with e-consultations since then, so don't let it discourage you—it's worth trying if you have a phone.

Doctor sent him home to submit photos

The visit was disappointing. My partner went to this clinic, and after being examined, the doctor discharged him with instructions to take a photo of his skin issue and send it for the specialist to review. This approach seems flawed in two ways: the doctor should have captured the image during the appointment itself, and relying on a photograph is far less effective than an in-person specialist consultation for proper evaluation and reassurance. Additionally, he was never informed when he could expect to hear back from the specialist.

Phone staff with fan made it impossible

Quality has declined. The customer service representative had a fan directed toward their microphone, which made it extremely difficult to have a conversation. When I brought this up, she simply insisted she required it. The NHS is really falling apart.

Jordan sorted out my sick note mix-up

I'd like to express my gratitude to Jordan for the outstanding assistance and genuine care he showed this morning when he helped me obtain my sick note, even though I'd initially reached out to the incorrect department. He's a real asset to your team. Much appreciated!