Stenhouse Medical Centre

GPS worked better before the change

Disappointing overall. I feel let down by half of it. The GPS used to be much better with the original doctors. Things have really declined since then.

they really went above and beyond

I have no complaints about this medical practice. Whenever my partner or I have needed assistance or to schedule an appointment, they have consistently exceeded expectations. The physicians, Bobby, and the entire team are fantastic, particularly given the challenging circumstances we're facing.

Always there when we need you most

We truly appreciate the outstanding service you've consistently given to both me and my child. You're always there for us precisely when we need you most. We're grateful for everything you do.

Mark caught things I didn't even mention

I registered with Stenhouse Medical Centre several years back. I'm 42 and have witnessed the changes in the NHS over the past dozen years (I'll refrain from making this a political commentary). The team members face considerable strain constantly and I genuinely feel for them. On every visit, the staff have shown courtesy and friendliness. The telephone triage staff perform exceptionally well, demonstrating patience and understanding whenever I've needed to clarify my reasons for calling…so overall, I'm grateful to the entire team. What motivated me to write this review is an appointment I had with nurse Mr Mark Grenville on 12-Dec-2022. I came in with a single concern and he thoroughly questioned me about it, providing a prescription to address it. However, he then pursued additional questions stemming from one of my responses and I was genuinely touched by the extra effort he invested in exploring those matters further. He also arranged a physiotherapy appointment to assess my knees, which I'd only casually mentioned in passing (I arrived to tackle one problem and left with assistance on two others). Mark, should you come across this…I'm truly grateful for all your guidance Ben

Doctors who actually show up when needed

These physicians have never let me down. They're consistently dependable and go out of their way to assist me whenever they can.

got answers same day through the app

I have no complaints about this medical practice. They're incredibly attentive and efficient—I typically contact my doctor through the NHS app or "Patients know best" and receive prompt replies, which then lead to either a consultation or a call from a physician. The healthcare professionals I've interacted with have been thorough in addressing my concerns and have put me at ease throughout my visits.

Getting through their phone system takes patience

During stressful times, just like everyone else is experiencing now. If you remain patient and persistent, you'll be able to reach them and secure a booking.

couldn't get through after 45 minutes waiting

For the second time, I spent 45 minutes waiting on the phone only to be instructed to visit in person and complete paperwork, which isn't feasible due to my job commitments and I'm unavailable for a return call. My physician even suggested I request the reception team to obtain my medical records on my behalf. I had to reach out to Peak pharmacy instead, and they were incredibly accommodating. I don't visit this surgery frequently and plan to switch providers. I've only recently transferred from St Georges in west Bridgford. The staff are unhelpful and uncooperative.

nurse practitioner Mark was incredibly condescending

I finally see why locals have lost trust in this facility. We're visiting relatives from Australia and encountered an insect in the accommodation upon arrival. Everyone subsequently fell ill. While Dr Carey provided excellent care during my appointment two days prior, armed with documentation from my Australian physician regarding my respiratory infection history, my son and cousin were handled poorly. The front desk never informed us that covid testing was required despite us describing our symptoms clearly. Two of us obtained tests anyway, both coming back negative. When we brought my 18-year-old son in today in significant distress, the nurse practitioner Mark responded with hostility and disrespect. His tone was patronizing, blaming us for endangering my son and insisting we all had covid, despite three of us having seen providers this week without being advised of potential covid exposure—and two of us with confirmed negative results. When we inquired about protocols and whether testing and isolation were necessary, he vaguely suggested that pursuing a test could prevent us from boarding our flight home. This troubling encounter has left us deeply disappointed. The irony is striking: we were made to feel like disease vectors through aggressive treatment, yet simultaneously discouraged from testing, which could spread illness to hundreds of passengers. The single star reflects Dr Carey's professionalism. You merit far higher ratings, but today's interaction has genuinely upset us and we will not return. Note: we tested after the visit—both negative.

twenty minutes on hold for a simple answer

Legitimate concerns about prescription status after waiting on hold for twenty minutes could typically be resolved with brief attentive listening. Dismissive attitudes accomplish little beyond encouraging frustration that mirrors the caller's own irritation. Naturally, everyone has demanding schedules, jobs, and personal pressures to manage. Spending twenty minutes waiting in a queue just to inquire whether a prescription has been processed or is available is hardly ideal. Needing to follow up with another call the next day, visit the pharmacy in person, phone them again, and then queue for the doctor's office once more creates unnecessary inefficiency. Unfriendly behaviour isn't helpful, and while receptionists often bear the brunt of criticism, I believe the issue stems from management, whose approach inevitably trickles down throughout the organization. There's a genuine possibility of alienating customers when straightforward communication and professional phone etiquette could instead produce a completely different, more SUPPORTIVE result.

Mask policy made my anxiety worse

It's already challenging enough for me to overcome my anxiety just to schedule an appointment, and then I have to deal with the unnecessary mask requirement still being enforced. They kept insisting I put on a mask even when I attempted to explain my exemption status. I ended up waiting outdoors instead.

Doctors really listen, staff picks up the phone

The physicians consistently provided outstanding service. The front desk team was exceptionally accommodating and calls were answered quickly. I would strongly suggest this practice to others.

Receptionist won't let you see doctor

This is utterly ridiculous. The medical staff no longer prioritizes patient care. You can't even make it through the front desk. They just direct you to the emergency room, which is already overwhelmed with patients.

Stenhouse deserves better than those reviews

I may be relocating soon and was dismayed to discover the unfavorable ratings for medical practices in that region. I was equally taken aback by the low scores associated with Stenhouse. My family and I have been visiting this practice intermittently for over two decades, and while the reception staff can occasionally be abrupt, the clinical care provided by the doctors and nurses is exceptional. Hospital referrals have been processed quickly, and during a difficult period I received compassionate and attentive support. Throughout my years as a patient, I've always felt listened to during consultations and never pressured or hurried. Test results have also been returned without delay. Now that I'm facing the possibility of leaving the area, I've come to appreciate just how fortunate we've been to have Stenhouse as our healthcare provider. Wishing you well, and my sincere appreciation. Lisa

The nurse really put me at ease

The team members were welcoming, and the healthcare provider I visited was exceptional—they put me at ease and helped me feel relaxed. The front desk personnel have consistently been kind and accommodating whenever I interact with them.

Reception staff won't book appointments

The front desk personnel displayed poor manners and provided minimal assistance. After a 45-minute hold time, they repeatedly informed me that all available slots were booked and instructed me to call back the following day. For the past week, I've been attempting to schedule an appointment for my daughter without any success.

Reception staff won't answer the phone

The front desk team ranks among the least cooperative individuals I've encountered. They've perfected the art of being obstructive. Calling the clinic is pointless. Even if someone picks up, you'll face the same unhelpful receptionists who provide false information and make promises about callbacks they never keep. Honestly, it would be simpler to just avoid getting sick altogether.

Can't get an appointment during siesta hours

Completely worthless. Nearly impossible to book an appointment. Incompetent staff at the front desk. Closes for extended periods during midday breaks. Fair warning: becoming a patient at this practice could seriously damage your physical and mental wellbeing.

doctors were great, receptionists were rude

The physicians here are competent, however the administrative team urgently requires instruction in customer service, understanding and compassion. They come across as dismissive and refuse to properly hear your concerns when you call. I echo what others have said about feeling like the reception staff act as gatekeepers deciding who deserves medical attention. My recommendation to management would be to provide retraining for front desk personnel on professional interactions, actually hearing what patients have to say, and relinquishing their self-appointed authority over patient access to doctors. Surprisingly, I'm relieved that my recent house move means I'll be switching surgeries. It's unfortunate because the specialist diabetes support I've received over the past few years has been exceptional.

Staff really listened when I called about mum

I've been in touch with the medical practice on multiple occasions to assist my mother. The entire team has made a real effort to address my concerns and offer comfort when needed. I'm confident that my mum is receiving excellent care, and I'm grateful to everyone involved for their support.