Stenhouse Medical Centre

Scheduling here means planning for mistakes

This website is managed with remarkable ineptitude. Nearly every encounter involves mistakes in paperwork, operations, and staff performance, forcing us to always prepare backup arrangements for any scheduled visits.

Missed calls all day, then rude receptionist

The medical staff here are excellent. I've never encountered any problems until recently. I contacted the office requesting to speak with a doctor, and I was informed that a physician would return my call. Though I made the call at 8am and didn't hear back until 2pm, that wasn't a concern. When the doctor finally did ring, my phone automatically blocked it because it came from a private number. I contacted reception, and the staff member was very helpful and promised to sort it out. Unfortunately, I received another call from a private number that my phone rejected again. I rang back to speak with a different receptionist, and she responded with audible frustration—huffing and sighing—then asked if there was an alternative number they could use. I apologized and explained I didn't have one, and she reacted with more huffing and sighing. Her demeanor triggered my anxiety, so I apologized again for being problematic and ended the call. In reality, I wasn't being difficult at all. Because of this unprofessional behavior from the receptionist, I've decided to switch to a different practice.

receptionist won't mention the callback option

After managing to connect with the receptionist, they deliberately withhold information about alternative choices. I called during the designated booking window, and while all slots were taken, nobody mentioned that requesting a callback was possible. On the occasions when I've gotten an appointment with a GP (assuming the receptionist deems you deserving), the actual consultation has consistently been excellent.

waited 35 minutes then got disconnected

Completely useless and unsuitable for its intended function. I attempted to reach them today, and after waiting 35 minutes in a queue of 10 people, I finally got to the front only to have the call disconnected.

Been trying to register for 3 weeks

I'm unable to complete the registration process. Despite my attempts over the past three weeks, I haven't been able to finalize my registration. It's impossible to reach any of the local doctors by telephone either. I'm becoming increasingly frustrated and losing motivation to continue trying.

Doctor called back within 20 minutes on Friday

Called on Friday at 8 o'clock for my son, received a callback from the physician at 8:20, and was seen at 10:20. This facility has consistently provided excellent service and I have no complaints 👍

Doctor really helped mum while away from home

Outstanding care provided by the entire team, particularly the physician who looked after my mother during her medical treatment while she was away from her regular doctor in Otley.

Staff here really listens to your problems

I would strongly encourage everyone to visit Stenhouse Medical Centre. The entire team, including receptionists, nurses, and physicians, deserves praise. The staff members are approachable and empathetic, making sure that concerns are addressed quickly and appropriately. During the COVID-19 crisis, they demonstrated exceptional commitment by taking extra measures to protect both employees and patients while maintaining strict adherence to safety guidelines. Our gratitude goes to the entire team.

Can't get through after 25 minutes on hold

I've been waiting on the line for nearly half an hour only to have the call disconnected. This is the third occurrence and I'm unable to reach anyone!

Doctors just kept ordering blood tests

Steer clear of this place. They'll run endless blood work on you even if you're in critical condition, and that's about it 🙃 The physicians here seem incompetent and completely indifferent to patient wellbeing.

Receptionist got me a same-day call

The staff at stenhouse medical centre have consistently provided us with excellent service. The receptionists are courteous and accommodating, and when you're unwell and believe it requires immediate attention, they'll promptly schedule a doctor to call you back and arrange an urgent appointment if necessary. I can speak to this from personal experience, and I genuinely believe it would be hard to find better care anywhere. We're grateful for everything the team does.

can't get appointments or my medication

I'm genuinely appalled at how this medical practice has treated me. Getting any kind of care or prescriptions from the physicians feels like pulling teeth, and securing an appointment is practically impossible to begin with! The front desk personnel come across as hostile and condescending, adopting an artificially cheerful demeanor whenever you pose straightforward requests like "When might this be available". They show zero urgency and seem oblivious to the gravity of missing essential daily medications, which can trigger immediate withdrawal effects. It feels like I'm perpetually fighting for even the most basic healthcare here, and I would never suggest this facility to anyone, not even someone I dislike.

They got me in within an hour

Fortunately, I haven't needed to visit often. On the occasions I have gone for serious matters, they've been excellent. I had to go today because I've been feeling unwell for over a week. I called early this morning and received a phone consultation within an hour, followed by an in-person appointment. I really can't fault them - the receptionists, doctors, and nurses have all been wonderful. I'm grateful they're available.

waited over an hour and nobody saw me

Would rate zero stars if possible. I waited for over an hour and ten minutes without being attended to, so I walked out. The physicians seemed more interested in staying in their offices making calls than actually seeing the patients sitting in the waiting area.

Staff really went the extra mile

The team demonstrates genuine empathy and kindness, consistently willing to assist, and regularly exceeds expectations in their service.

Can't get my postpartum depression prescription filled

This practice frequently refuses to refill medications for hospital-related conditions and, most troublingly, has recently rejected a psychiatrist's recommendation for severe postpartum depression treatment. I've struggled for years to obtain necessary prescriptions through this surgery, even though multiple other healthcare providers have validated both the medication and its dosage.

Prescription costs jumped to monthly billing

Being required to pay for prescriptions every month rather than every two months. No acknowledgment of the issue, only justifications. If this occurs a fourth time, I will lodge a formal written complaint. The clinic's quality has been declining for quite some time; I sympathize with both the medical team and administrative staff.

Nurses made me feel actually comfortable here

The reception team has consistently demonstrated courtesy and willingness to assist, making scheduling appointments a smooth process. Their organizational approach seems quite effective. I've had more frequent visits with the nursing staff than physicians for standard check-ups. They've created a welcoming atmosphere, shown genuine friendliness, and displayed solid expertise in their care.

Eighteen years of errors and being dismissed

I've been a patient at this practice for roughly 18 years, along with my daughter. Throughout this time, I've experienced numerous mistakes, dismissive responses, and was even reported to social services after treating my daughter's severe periods with a bioidentical hormone cream prescribed by a private hormone specialist instead of oral contraception. It took 11 years before I was informed I had gallstones, yet a recent doctor suggested I probably didn't have them back then (despite never being tested), noting my symptoms were identical. When I requested additional testing, I was told I'd need to pay privately. While some of the doctors are genuinely kind and make an effort to assist, and one of the nurses I see is lovely, my overall experience has been frustrating. Last year, I requested screening for colon cancer given my sister's diagnosis and my family history of the disease. I was referred for genetic testing at the hospital but received no follow-up until a phone consultation on 16th August—and I still haven't had an appointment. Recently, when I called about rib pain, the NP kindly arranged an appointment, though it was several weeks out. The doctor ordered blood work, scheduled another visit three weeks later, and when results came back normal, refused to order further investigations. I felt dismissed and judged as a worrier and time-waster. I've come close to switching practices many times and have raised concerns with management repeatedly. Finding a compassionate doctor here is fortunate, but others seem to believe their status entitles them to speak to and handle patients as they please. My daughter and I are at our limit.

Can't see the same doctor here

Awful appointment regulations and unfriendly personnel. It's impossible to maintain continuity with a single physician, which is especially problematic for complicated medical situations.