Stenhouse Medical Centre
Average! (82 reviews)
Average! (82 reviews)
Patient feedback reveals a mixed experience with significant variation in service quality across different areas of the practice. Clinical care from doctors and nursing staff is frequently praised as excellent, compassionate, and thorough, with many patients reporting positive outcomes and feeling heard during consultations. However, appointment access and reception experience present persistent challenges, with patients describing difficulties reaching the practice by phone, long waiting times in queues, delayed callbacks, and inconsistent courtesy from front desk staff. Some patients report reception staff acting as gatekeepers, withholding information about alternative booking options or redirecting patients inappropriately without clinical consultation.
Communication gaps and follow-up issues emerge as notable concerns, particularly around test results, specialist referrals, and medication management. Several patients describe feeling dismissed or unsupported when raising ongoing health concerns, with some experiencing delays in receiving necessary investigations or treatment adjustments. Conversely, many patients acknowledge the practice's responsiveness during urgent situations and appreciate the introduction of callback systems that have improved access.
The feedback suggests the practice delivers strong clinical care but faces operational challenges in managing appointment demand and maintaining consistent, respectful reception interactions. Patients recognise NHS pressures but expect more reliable communication, better phone responsiveness, and consistent professionalism from all team members.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Patient feedback reveals a mixed experience with significant variation in service quality across different areas of the practice. Clinical care from doctors and nursing staff is frequently praised as excellent, compassionate, and thorough, with many patients reporting positive outcomes and feeling heard during consultations. However, appointment access and reception experience present persistent challenges, with patients describing difficulties reaching the practice by phone, long waiting times in queues, delayed callbacks, and inconsistent courtesy from front desk staff. Some patients report reception staff acting as gatekeepers, withholding information about alternative booking options or redirecting patients inappropriately without clinical consultation.
Communication gaps and follow-up issues emerge as notable concerns, particularly around test results, specialist referrals, and medication management. Several patients describe feeling dismissed or unsupported when raising ongoing health concerns, with some experiencing delays in receiving necessary investigations or treatment adjustments. Conversely, many patients acknowledge the practice's responsiveness during urgent situations and appreciate the introduction of callback systems that have improved access.
The feedback suggests the practice delivers strong clinical care but faces operational challenges in managing appointment demand and maintaining consistent, respectful reception interactions. Patients recognise NHS pressures but expect more reliable communication, better phone responsiveness, and consistent professionalism from all team members.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Jim J.
8 years ago
Poor!
receptionists sent me to fracture clinic unnecessarily
The physicians and nursing staff are excellent. However, the receptionists deserve mention—they seem to think they have medical qualifications. When requesting an appointment with a doctor or nurse, they demand to know your condition (mine was a fractured collarbone) and then, without consulting any medical professional, redirect you to the fracture clinic at QMC to consume their stretched resources. I felt embarrassed wasting their time at QMC when the hospital staff later mentioned this could have been handled through my GP's advice. My recommendation: be cautious about taking receptionists at their word, something I'll certainly do moving forward.
Joan W.
8 years ago
Bad!
they kept telling me to call back next week
You call to book an appointment and they tell you to phone back the following week. When you do call back, they give you the same response. It's ridiculous.