The Stephenson Medical Practice - Ratings and reviews
Reviews
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Review titled Amazing Practice
Rated 5 stars out of 5
by Parent of DD - Posted on 12 April 2023
I would like to say thank you to all the staff for the help and support. My son was seen urgently on few occasions and GPs could have not been more accommodating, caring and empathetic; they have showed compassion and been very supportive. My son was and is well looked after and I will always be grateful for the help he had received at the most difficult time. The admin staff have always been polite and accommodating, and trying their best. It’s a great team with great management and I would highly recommend the Practice.
Visited March 2023
Review titled The Stephenson Medical Practice
Replied on 21 April 2023
Dear Parent, thank you so much for your positive feedback which we will share with our practice team. Best wishes Dr Stephenson & Partners
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Review titled Cancellation mailbox full!
Rated 2 stars out of 5
by Anonymous - Posted on 13 February 2023
I wanted to cancel an appointment with the nurse by leaving a message. I have tried on 3 separate occasions not (different days/times). I keep getting the same automated message by telephone "mailbox if full, try again later". Does no-one listen and empty this mailbox on a daily basis? The practice is always telling us to ensure we cancel appointments when we no longer need them. I will keep trying just have to wait in the appointment queue and speak to someone instead which wastes my time and the receptionists time. Please improve this. I'll see if I can find any way I can cancel via the website instead.
Visited February 2023
Review titled The Stephenson Medical Practice
Replied on 13 February 2023
Dear Patient thank you for leaving your comment. Please email d.partners@nhs.net and give your details including DOB and when your appointment is. We will cancel the appointment for you then. Thank you for making us aware of this issue and please accept our apologies for any inconvenience caused. Best wishes Dr Stephenson & Partners
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Review titled Can't get appointment for 3 year old
Rated 2 stars out of 5
by Anonymous - Posted on 28 February 2023
My daughter has a small issue with finger to. Point of year later getting infected. Looks like wart but got so big. Been to chemist lots of times as can't get appointment to them saying can't help no more needs a gp as got so big now & infected alot. Rang no appointments. Emailed concerns & photo of finger to be told ring. Rang again to be told ring at 8am for a call back or face to face but when do no appointments. Not even a passed photos on if can't see a doctor just for advice... don't want to waste an appointment but this surgery disgraceful used to ne least could get appointments in few weeks but not even that now. Glad to be leaving soon, lovely ladies on reception but absolute joke of a surgery for saying so busy yet you go in trying to get appointments it's empty nearly just few patients
Visited February 2023
Review titled The Stephenson Medical Practice
Replied on 09 March 2023
Dear patient thank you for your comments. Please contact the Practice Manager to discuss your concerns as she will be able to help and advise you in this matter. Best wishes Dr Stephenson & Partners
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Review titled Good practice, impossible to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 02 February 2023
My partner needs an annual prostate check because of a family history of prostate cancer. Despite telling the receptionist this when he visited for routine bloods earlier this week, she has arranged a telephone appointment for three weeks time, saying that no face to face appointments were available. Yet while he was waiting to go in for his blood tests one of the cleaners from the practice managed to walk up to the desk and make an appointment for her husband for later this week!! I’m waiting with baited breath to see how the dr is going to do a prostate exam over the phone.
Visited February 2023
Review titled The Stephenson Medical Practice
Replied on 06 February 2023
Dear patient, thank you for your comment. I would be grateful if you could contact the surgery and ask to speak to the Practice Manager so that she can look into this matter for your further. Yours sincerely Dr Stephenson & Partners
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Review titled Absolutely disgraceful service
Rated 1 star out of 5
by Steve - Posted on 02 February 2023
Received a letter from the surgery requesting that I make an appointment for an annual review with a doctor. on the 25th January I telephoned at 8:00 am to make an appointment, I then selected the call back option and received no return phone call. I again telephoned the surgery on the 1st February at 8:38 am to make an appointment. i selected the call back option and did receive a call back at 9:51 but was told there were no appointments available. again I telephoned to try and make the above appointment on the 2nd February at 8:01 am and again select the call back option, I then received a text at 8:55 am from the surgery saying they were unable to contact me, I then checked my phone and I had a missed call from the surgery at 8:54, my telephone had not left my side but it had not even rang. I then telephoned the surgery at 9:02 am and was told the only appointment available was at 4:00 pm today but sadly I already have a dental appointment for the same time. I was told to try and make an e consultation appointment on the practices website. I’ve tried to do this without any success. maybe I’m wasting the practice’s time trying to make an appointment as I’ve only got a few health issues like type 1 diabetes, ulcerative colitis, diverticulitis, drug resistant hypertension and I also had a heart attack a couple of years, so I haven’t got much to be concerned about.
Visited February 2023
Review titled The Stephenson Medical Practice
Replied on 06 February 2023
Dear Steve, thank you for your comments. I would be grateful if you could contact the Practice Manager at the surgery so that she can look into your concerns further. Yours sincerely Dr Stephenson & Partners
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Review titled No pre bookable appointments
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
Awful service . I tried to make a routine appointment for 3 weeks time for a review as per previous consult . After 30mins of being 7 in a queue i finally got to speak to a receptionist who just fobbed me off with ring up at 8am. When I explained this isn’t possible due to work they just responded with do a econsult you’re ‘guaranteed’ an appointment. Most practices offer pre bookable appointments 6-8 weeks in advance, but yet this practice I can’t ? Its becoming extremely difficult to get appointments.
Visited February 2023
Review titled The Stephenson Medical Practice
Replied on 09 March 2023
Dear patient, thank you for your comment. As you may be aware our practice, and the NHS as a whole, is currently experiencing significant pressure. We are dealing with a huge increase in workload and an unprecedented demand for appointments. We are grateful to the vast majority of our patients for the support and understanding you are showing. A GP appointment may not always be necessary and we have tried to develop as many alternative ways to get appropriate clinical advice as possible; detailed on our website: www.drstephensonconcord.nhs.uk. Our staff member advised you correctly to use the econsult facility as we have a proportion of protected appointments for this service. the Online access facility also offers pre-bookable appointment. If you haven't got access to this service as yet then we would recommend you sign up for this. Please attend the surgery and complete an online access service form. Best wishes Dr Stephenson & Partners
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Review titled Never able to get in to see anyone
Rated 1 star out of 5
by Anonymous - Posted on 12 January 2023
After doing both an e consult and speaking with 111 and being told I had to urgently see a Dr I keep getting instructed there are no appointments , no way to make an appointment and I just have to ring every morning and hope to get in. Considering what I'm dealing with is pretty serious and I have been instructed by 111 to speak with a Dr still no help is available. I've been trying for over a month now and have given up at this point
Visited January 2023
Review titled The Stephenson Medical Practice
Replied on 16 January 2023
Dear patient, thank you for your comment. I'm sorry to hear that you haven't had a satisfactory experience. The practice recently sent a message out to patients advising of the different types of appointments available. If 111 and econsult advised that you needed to speak to see a GP urgently, was this made clear when contacting the surgery? We do have the on call GP on a day to day basis and our staff would have taken the details and passed them to the on call GP. Please contact the surgery and speak to the Practice Manager to discuss this matter further and for further investigation. Thank you. Dr Stephenson & Partners
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Review titled Phone lines Terrible
Rated 1 star out of 5
by Anonymous - Posted on 03 December 2022
Terrible...can't get thru on phone. If you work its impossible unless you have family or friends to help and when you do get appointment and your in the middle of a private examination the health care assistant opens door to say goodnight to nurse..
Visited December 2022
Review titled The Stephenson Medical Practice
Replied on 14 December 2022
Dear patient, thank you for your comment. I'm sorry to hear that your consultation was interrupted by one of our staff members. Staff advise the lead nurse when they are leaving the premises so that the nurse is aware. I have discussed this with our Senior Practice Nurse so that this incident doesn't occur again. For booking of appointments, we would recommend you sign up for the online access service for prescription ordering and appointment booking. You have access to this service 24/7. GP, phlebotomy and nurses appointments are available to book. If you wish to sign up for this service, please call into the practice and complete the required form for this service. Best wishes Dr Stephenson & Partners
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Review titled Awful
Rated 1 star out of 5
by Kelly Hodgson - Posted on 09 December 2022
I suffer with carpel tunnel which flares up around once a year and I usually call up for an appointment for a cortisone injection which resolves the issue. This year when I called I explained the excruciating pain I was in, to the point where I was not sleeping, unable to grip anything with my right dominant hand and crying regularly in agony. I was told it wasn't an emergency and had to wait almost 4 weeks for a routine appointment which was meant to be yesterday. I've been suffering in agony all this time. I get to my appointment yesterday to be seen by a doctor who said they could not administer said injection. I wanted to cry when he told me this. Apparently the reception staff were not aware he couldn't administer those specific injection types despite my asking several times if I was booked in with someone who could do it as I knew this was going to happen!!! I've now got to wait til Monday afternoon for the injection and suffer another 4 days on top of the 4 weeks I've been waiting already. I am so disgusted that something this important was not clear to the staff member taking said appointment. If I'm honest at the time of the booking she could not have sounded more disinterested or rush me off the phone quick enough I just don't think she was listening. I'm really unhappy with the lack of care and concern. Not by the doctor who I have to say was lovely about the situation and very apologetic but by the front facing staff.
Visited December 2022
Review titled The Stephenson Medical Practice
Replied on 14 December 2022
Dear Mrs Hodgson, thank you for your comment. I'm sorry that you haven't had a satisfactory experience with our practice. The Practice Manager is currently looking into your concerns and will be in touch with you directly. We currently have three GPs that give injections and as you rightly say, not all of them carry out ALL injections available. We will contact you in due course. Best wishes Dr Stephenson & Partners
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Review titled Waste of time
Rated 1 star out of 5
by Anonymous - Posted on 09 December 2022
Trying to get an appointment is impossible. I needed to go back in September after a previous appointment in June, as yet I still can't get an appointment. They obviously think they're the only people who work and everyone else is sitting at home on their phones, being able to ring at 8am and sit waiting for someone to answer or having your phone in your hand for a call back which is also a waste of time as you still can't get an appointment. They don't seem to realise that e consult doesn't cover everything and it's so frustrating completing the form only to be told to contact the surgery. Its a catch 22 situation. I wish they would look into the way the practice is run and realise that they need to change to effectively deal with their patients. I don't need an urgent appointment, just a routine one so that I can be put forward for a hospital referral. I'm in pain and need something done but they don't seem bothered. I do appreciate that the receptionists don't make the rules and have to do what they're told.
Visited December 2022
Review titled The Stephenson Medical Practice
Replied on 14 December 2022
Dear patient thank you for your comment. I would be grateful if you could contact the Practice Manager at the surgery so that your comments can be addressed. There are various types of appointments available to patients: Econsults, Extended Access appointments (6-8pm from Monday - Friday, weekend appointments and bank holidays), pre-bookable appointments, same day appointments. We also have acute clinics on a daily basis. If you haven't got the online access service to book appointments and/or order prescriptions, you can complete a form, and book appointments online 24/7. Please contact the surgery so that your concerns can be addressed. Best wishes Dr Stephenson & Partners