STONEHILL MEDICAL CENTRE - Ratings and reviews
Reviews
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Review titled Efficient, professional and highly skilled
Rated 5 stars out of 5
by Abi C - Posted on 30 June 2023
Had a first class experience yesterday; greeted by friendly reception staff, seen by doctor at appt time. Doctor had already read previous notes by the time we entered her room. She was very patient and listened to myself and my daughter. She provided several treatment options with a plan a, b and c. We left feeling more than satisfied with the care we’ve been given. I wouldn’t want to go to any other GP Practice. Would recommend.
Visited June 2023
Review titled STONEHILL MEDICAL CENTRE
Replied on 18 July 2023
Hi Abi, Thank you for taking the time to provide feedback. As a practice we strive to ensure all our patients receive the care and outcomes they need at the time of presentation. Your feedback will be passed on to the team. Thank you again! Lauren Gilbert Practice Manager
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Review titled Awful practice!
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
Left to deal with mental health issues alone. Was made to feel like a burden. Rang regarding my daughters eczema they were dismissive and rude. Then hung the phone up on me in the middle of trying to find an appointment
Visited April 2023
Review titled STONEHILL MEDICAL CENTRE
Replied on 11 May 2023
We are sorry you felt your concerns were dismissed by reception. Your feedback will be passed onto the team for improvement purposes. We have recently had some issues arise with the phone system following a power cut however if you would like us to investigate the incident further please provide us with the number you used to call the practice. I would encourage you to contact the practice and arrange an appointment with our mental health practitioner if you feel you have some mental health issues which you need to discuss. Again, we apologise if you feel your recent experience with us has been negative and we hope all future interactions will be positive. If you would like to discuss further, please do not hesitate to contact the practice and request to speak with a member of the management team.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2023
Been calling every day for the last 4 days to order a prescription as the online service does not work. Each time the hold time is in excess of 30 mins, absolutely ridiculous. Wasted every lunch break at work trying to get through, does no one answer calls at this place?
Visited February 2023
Review titled STONEHILL MEDICAL CENTRE
Replied on 24 February 2023
Thank you for your feedback. We are sorry you have experienced difficulties with the online services. Unfortunately, we are unable to take prescription requests over the phone. We have an online consult service which can be found on our website under the appointments tab, this does not require a username or password, which can be used to order a prescription or we accept prescription requests via our practice email which is stonehill.medicalcentre@nhs.net, these may be easier routes for requesting your prescriptions going forward. On average, we deal with 348 calls per day with a minimum of 5 staff answering calls. We do experience higher wait times during busier periods of the day, between 8-9am and between 12-1pm. We will continue to work on trying to lower these wait times however with demand increasing this is not always feasible. Thank you again for taking the time to provide feedback, I will discuss this feedback with the reception team. Lauren Gilbert Practice Manager
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Review titled Awful receptionist
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2023
I was told I would receive a call back from a Dr. Waited all day to not get one. The receptionist are very rude. Was waiting to be put through for over 30mins and remained in position 1 the whole time. Awful practice
Visited February 2023
Review titled STONEHILL MEDICAL CENTRE
Replied on 24 February 2023
Thank you for taking the time to send in feedback. We apologise for the long wait times you have experienced. We are experiencing a significant increase in the amount of calls our reception team are dealing with each and have recently taken on additional reception staff to compensate for this. Our average daily call count is now 348. We are continuously working to keep this call times low however this is not always possible. If you would like to discuss further or provide further details to allow me to fully investigate this incident please contact me either via email, stonehill.medicalcentre@nhs.net or you can call the surgery and request to speak with the management team. Thank you Lauren Gilbert Practice Manager
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Review titled Hit and miss
Rated 3 stars out of 5
by Chloe - Posted on 07 December 2022
Recently I was given an appointment without me knowing and then I received a reminder for this appointment saying that it was face to face, however when I rang to confirm this appointment (as I didn’t book it), the receptionist told me that it was telephone and was abrupt with me saying well clearly you have booked the appointment otherwise you wouldn’t have gotten a reminder. I did an online consultation over 4 weeks ago which the receptionist said that this appointment was because of that online consultation that I did over 4 weeks ago. It is appalling that I had to wait over 4 weeks for an appointment that I needed urgently and each time I rang they said that the doctors are busy. I understand they are busy and under a lot of pressure but waiting over 4 weeks for an appointment is horrendous. Other times I’ve had no problems the communication has been impeccable and the service of care from the nurses and doctors is amazing.
Visited December 2022
STONEHILL MEDICAL CENTRE has not yet replied.
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Review titled For God’s Sake
Rated 2 stars out of 5
by Anonymous - Posted on 15 June 2022
I have had to see go to A and E so many times because all I get told is a call back. I am a little complex. I had to walk in today and I was told I would be called later today. I held on to my phone even now. They called an my phone rang once. I answered but they turned it off. This is my 3rd failed call. And I have been struggling for 4 months now. Please can someone call me. I need to see a GP. I called them few mins ago and the lady on the phone couldn’t even address the situation but just said to me, “they will call you back. That’s all
Visited June 2022
Review titled STONEHILL MEDICAL CENTRE
Replied on 22 June 2022
Dear patient, Thank you for your feedback. We are sorry to hear you were not satisfied with your recent experience with the practice. If you would like to supply us with your details, I can then complete a full investigation into your comments and identify and rectify any issues which may of occurred and provide you with a response. Kind regards
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Review titled booking an appointment,
Rated 2 stars out of 5
by Anonymous - Posted on 23 June 2022
had to go to the surgery to book an appointment, on line system does not work, good medical staff poor administrators
Visited April 2022
Review titled STONEHILL MEDICAL CENTRE
Replied on 28 June 2022
Thank you for your feedback. We have a multitude of ways in which patients can access our practice. We aim to make our practice accessible to all. One of these is via online consultations which is used for routine requests. This allows a patient to detail their symptoms on an online form which is then triaged by a GP who will deal with it appropriately. Last month we dealt with 734 online consultations as well as completing 7574 patient appointments with 485 wasted appointments due to none attenders. If you have any further concerns, do not hesitate to contact the practice. Thank you