The Stoneleigh Medical Centre

Phone lines left me waiting forty minutes

I had a very frustrating experience trying to book an appointment at this surgery. When I called at opening time, I experienced connectivity issues with the phone line. After a lengthy wait, my call was eventually answered, but there were significant communication difficulties during the conversation, which resulted in the call being disconnected. This left me feeling disappointed with the service I received. I have since chosen to register with a different practice. I would recommend considering other options before selecting this surgery.

Frustrated after three days of failed phone queues

I am visiting from Australia for a family matter and manage a chronic health condition requiring ongoing medication. My usual GP provided me with medication for the duration of my stay but indicated I would need to obtain additional supplies locally. Over a three-day period, I attempted to arrange an appointment at the practice. On my first visit, I was given instructions to complete online registration and was told to telephone the following day to book an appointment. I followed these instructions and called at 8am, but after waiting 45 minutes, I was informed that my registration had not been processed. I was then asked why I had not registered in person at the surgery, despite having done so on my initial visit. I was advised to submit a query through the online system requesting that my registration be expedited and to call back later that day. I completed these steps, but when I called back, I was told that my registration still had not come through and that there was nothing further that could be done to assist me. I had allocated four days for this process, expecting it to be straightforward, yet each time I contacted the practice, staff were unable to help resolve the issue. When I called this morning, I was informed I was number 13 in the queue, but the call was disconnected after just two minutes. Upon calling back immediately, I found myself in a queue with over 30 callers ahead of me. After waiting for half an hour, I was still number 17 in the queue. The experience has been very frustrating. The practice appears to require additional staffing resources to manage demand effectively.

Reception didn't mention wrong surgery location

Substandard integrated partnership practice. Staff members were unwelcoming and lacked compassion. Securing appointments proved extremely difficult. When booking, reception staff failed to inform me that my appointment had been scheduled at a different location within the practice.

Receptionist helped me access my medical history

Attended an appointment to obtain medical records and found the reception staff to be extremely supportive in helping me access this information.

Not a good experience

The receptionist is not nice and polite. They way she talks shows no respect.

Reception staff made me feel unwelcome

The reception staff at this practice were unhelpful and dismissive. They displayed a lack of understanding towards patients and came across as unwelcoming.

Receptionist was dismissive and unhelpful

The receptionist's manner was quite unfriendly and unhelpful, which was disappointing. The interaction left much to be desired in terms of courtesy and assistance.

Reception won't accept complaints outside hours

This practice falls significantly short of expectations. There are concerns about limitations on patient access to services, unresponsive complaint handling, and what appears to be a gap between stated duty of care principles and actual practice. The online complaint system is restricted to office hours only, which feels unnecessarily restrictive. The leadership team should reflect on these shortcomings. The practice's performance issues cannot be attributed to external circumstances.

Couldn't get an appointment when needed

Disappointing experience attempting to access care and receive an appointment. Would not recommend this practice.

Hard to reach but helpful when you do

The quality of care provided is satisfactory once you are able to access the service, however the difficulty in reaching the practice due to communication barriers makes this extremely challenging.