Sterndale Surgery

Practice made me feel suicidal

I was a patients at Sterndale Surgery for 5 years and with the NHS for 70 with no complaints against me whatsoever. I am also a medical doctor (retired) myself. I was bullied into using PATCHS which was bad for my disabilities but told it was the future of the NHS. On July 1st 2026 I was called in by a PATCHS reminder for an appointment I had cancelled. Since my GP said I needed to be seen urgently I kept the appointment of which PATCHS had reminded me only to be told when I got there that no such appointment existed. To do this I had to miss the funeral of my own Mother. I made a complaint and then out of the blue I got put on something called the Special Allocations Scheme which is meant to be for patients who are dangerous. Since I am an elderly lady in a mobility scooter who is half blind, half deaf and cannot walk well classified as frail and a vulnerable adult with complex needs and three life threatening conditions I am hardly dangerous and was utterly confused. I have then since appealed against this decision only to find out that I am accused of an incident that was referred to the Police that was meant to have happened on the 6th July 2026. Since I was not even in the country on that date I am completely baffled especially as they will not tell what it is I am meant to have done. They only do that apparently after a person had appealed against being put on the scheme. There two computer errors have already occurred and this is starting to feel like a repeat of the postmasters scandal only now with the NHS. It has made me feel suicidal with me getting to date no answers that make any sense and I am over 70 with autism, ADHD, traumatic brain injury and about to have neurosurgery. I appear also to have been blamed because I cannot remember things and so am being punished for my disabilities it would seem.

Phone booking experience was quite rude

I recently attempted to schedule an appointment by phone since I was experiencing difficulties with the online booking system. Unfortunately, the staff member who answered the call displayed behaviour that I found quite disappointing. I regret not obtaining their name at the time, so I plan to visit the practice in person instead.

Reception staff were helpful and efficient

The reception team and support staff were approachable and provided prompt, effective service.

Reception staff made us feel genuinely supported

I have a wonderful experience with this practice. The clinical staff are exceptionally kind and caring, providing excellent support throughout my visits. The reception team are equally amazing and helpful. I truly appreciate the dedication and effort shown by everyone here.

Easy to get emergency appointments when needed

I have consistently been able to secure urgent appointments whenever required. The front desk staff are extremely accommodating and the clinical team provides good care.

Helpful reception staff made the difference

Excellent experience

Receptionist took symptoms seriously and got quick appointment

We had an excellent experience at the surgery this week after my daughter developed a skin infection. I called at the end of the afternoon when we first noticed the problem, and the receptionist responded seriously to her symptoms. We were seen by a clinician within half an hour. The healthcare professional was incredibly kind to us all, took time to listen to both my daughters and my concerns, and appropriately referred us to hospital care promptly (where we also had an excellent experience). We are very grateful to the clinician and the practice for seeing her so quickly and ensuring she received the hospital care she needed. Thank you.

Felt listened to and unhurried during appointment

I am a patient at this surgery and I attended today for my cervical screening appointment. The healthcare professional who performed the procedure was excellent. They were skilled at carrying out the test and I experienced no discomfort whatsoever. The procedure was completed very quickly and I was pleasantly surprised by how swift it was. The staff member was warm and engaging, taking the time to speak with me throughout. I felt completely at ease and unhurried during my visit. This was genuinely the best first experience of this type of appointment I could have hoped for. Thank you so much for the care I received.

Felt genuinely listened to and supported

I have found this practice to be exceptional among all those I have been registered with previously. The clinical team demonstrates a high level of professionalism and has provided valuable support across my various health concerns. I am genuinely appreciative of the care and assistance I have received. My sincere thanks for all the support provided.

Felt dismissed when asking about test results

I have never encountered such an impolite and dismissive healthcare professional. The experience was deeply unpleasant, characterised by a condescending and disrespectful manner. Unfortunately, this individual holds a senior position at the practice. My interaction was particularly disappointing when I was simply trying to obtain information about a family member's test outcomes. There appears to be a need for improved communication skills and a more respectful approach to patient interactions.

Felt genuinely listened to and well informed

The clinician I saw demonstrated professionalism, extensive knowledge, and diligence throughout my care. They proved to be reliable and trustworthy, showing attentiveness and efficiency while maintaining courtesy and excellent communication skills. The consultation was extremely helpful, conducted with politeness and patience. I would recommend this healthcare provider to others. The entire team at the practice deserves recognition for their commitment to quality care. This clinician is a valuable asset to the surgery. I am very grateful for the kindness and patience they extended to me during my visit. I truly appreciate their approach to patient care and would encourage them to continue their excellent work.

Friendly GP who really listened to me

The healthcare provider demonstrated professionalism and approachability, making it easy to communicate during the appointment. The practice operated in a well-organised and streamlined manner 👍

Efficient check-in system and caring staff

The appointment registration process was streamlined and efficient, with helpful information provided regarding anticipated wait times. The entire team demonstrated a warm and compassionate approach throughout the visit.

Concerns weren't taken seriously during consultation

I recently attended a follow-up appointment regarding a longstanding digestive condition that has been recurring due to previous diagnostic difficulties. Unfortunately, the consultation did not meet my expectations. I outlined that my symptoms have been deteriorating noticeably and that I am currently awaiting feedback from the hospital following a test that revealed elevated levels of a particular gas marker. I requested whether a letter could be sent to the hospital to help prioritise my case, given that my symptoms are significantly impacting my daily functioning. I felt that my worries were not adequately acknowledged and no steps were taken to provide support or help move matters forward. I was informed that a hospital appointment was already scheduled and that assistance was not available at the primary care level. Additionally, no pain relief medication was offered during the consultation.

Long-term patients value the modern new premises

We have been patients at this practice for many years and have consistently received excellent care from the dedicated team of healthcare professionals and administrative staff. We greatly value their professionalism and commitment to patient wellbeing. The practice's recent move to a larger, more contemporary facility has enhanced the overall experience further.

Same day appointments made all the difference

They're absolutely wonderful!! Always able to get an appointment promptly on the day you need it The clinical staff are genuinely compassionate and consistently make an effort to provide additional support. Honestly, the finest GP practice I've ever had the pleasure of attending.

Easy to get appointments when you need them

I have to say this is the finest medical practice I've been a patient at. Having relocated several times throughout my life and seen various practitioners, this surgery stands out as exceptional. Appointments are readily available whenever required. The front desk team are consistently supportive and accommodating, while the doctors demonstrate genuine compassion and an accepting approach. The clinical nursing staff are equally skilled and approachable. I'm genuinely grateful to everyone at the practice for the excellent care and attention I've received.

Helpful staff who actually listen

Positive Healthcare Experience

Fast and efficient remote consultation approach

Communicating about medication through patches proved to be highly effective and streamlined, offering a quicker and more efficient alternative to visiting the practice in person.

Quick responses to my health concerns

An excellent neighbourhood medical practice that responds promptly to patient concerns and inquiries.