St Stephens House Surgery - Ratings and reviews
Reviews
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Review titled Wait a month for phone appointment, not called!
Rated 1 star out of 5
by GRAHAM PAUL RICHENS - Posted on 20 May 2023
Booked the earliest telephone appointment one month wait. Received 2 reminder text messages, but did Not get a call. Very Frustrating
Visited May 2023
Review titled St Stephens House Surgery
Replied on 22 May 2023
Dear Mr Richen's Thank you for leaving your review. I have also responded to your email to the surgery. There has been some confusion over your appointment as it was for a Face to Face appointment with the Dr and not a telephone appointment. I advise you to call the surgery to rebook and if your symptoms have worsened I would suggest that you call at 0800 Monday to Friday for an urgent appointment. Kind regards Jane White Practice Manager St Stephen's House Surgery
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Review titled Frustrating
Rated 1 star out of 5
by Cat Doick - Posted on 21 March 2023
Every time I call I am number 1 in the queue but wait for a long time to speak to someone. When I call for an appointment I am told there is a 3 week wait to just have a telephone appointment. The receptionists are lovely but I find the whole experience incredibly stressful. My problem is not urgent but is still worrying and I expect just a 5 minute telephone consultation with the week, not 3 weeks.
Visited March 2023
Review titled St Stephens House Surgery
Replied on 22 March 2023
Dear Mrs Doick Thank you for taking the time to write your review. I'm sorry that you have to wait for 3 weeks to speak to a GP, this wait time is sadly the national norm if not longer. I can assure you that we regularly review our appointments system and have extra clinical staff such as Clinical Pharmacist, First Physicians Associate to improve patient access. I can assure you that we answer all calls as quickly as possible, some calls take longer and are not from patients booking appointments, some have more complex requests that take up the time of the receptionists. I have listened to your phone call with the receptionist yesterday which has highlighted a training need, you should have been offered an appointment at The Hub which covers our extended access. I have tried to call you this morning to ask if you would like an appointment with them sooner than 3 weeks, please can you call the surgery when you have listened to the message. Please also be aware that if your symptoms change or become urgent you can call the surgery from 0800 weekdays to have an urgent appointment. Kind regards Jane White Practice Manager.
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Review titled Exceptional reception team
Rated 5 stars out of 5
by Samantha Marshall - Posted on 11 January 2023
Over numerous encounters, I have found the reception/admin team to be extremely kind and helpful, always going above and beyond. They are highly professional and reliable and a real asset to the practice.
Visited December 2022
St Stephens House Surgery has not yet replied.
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Review titled Excellent care
Rated 5 stars out of 5
by Anonymous - Posted on 16 August 2022
I recently moved to the area. I was so impressed with how proactive the surgery was in following up the previous care I had received and checking if I needed any onward referrals now I had moved. The dr I spoke with was kind, friendly and didn't make me feel rushed.
Visited August 2022
St Stephens House Surgery has not yet replied.
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Review titled Great doctors when you can get to see them
Rated 3 stars out of 5
by Anonymous - Posted on 22 June 2022
I'm leaving this review on behalf of a family member. When they can get to see a doctor the care is very good. The doctors take time to assess the situation and prescribe or refer on accordingly. However it is far too difficult, almost impossible to get to see a doctor in a timely manner. My family member member has had situations where they have been told they would have to wait 3-4 weeks and only got an appointment when they said they would therefore go to A&E. Additionally when test results come back the doctors take too long to review them and revert back to the patient.
Visited June 2022
Review titled St Stephens House Surgery
Replied on 23 June 2022
Dear Anonymous thank you for your comments, what a shame you haven't left your name, I could have contacted you direct to discuss your issues. Unfortunately we have seen a high increase in patients contacting the surgery along with staff including all clinical staff suffering with COVID over the last 5 months which has meant that we have had a huge reduction in availability, although the GP's have tried to work from home when well enough and employing locums (who are very difficult to find) this has not enabled us to offer as many appointments. This obviously means that appointment waiting times are longer that we wish, which I am very sorry about. We have 2 new GP's starting with us in July/August when Dr Eldred retires which enables us to offer more appointments. If patients explain they need to be seen urgently we do our best to see them asap. When patients have blood test we explain that the results can take up to 5 days and that we will contact them if they need an appointment etc but ask that they contact us if they have not heard. Please feel free to contact me at the surgery if you wish to discuss this any further or in the future if you have any concerns I am more than happy to discuss them with you. Kind regards Jane White Practice Manager
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Review titled Rude receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 25 June 2022
As a cancer patient in remission I have found the doctors receptionist very rude and unhelpful so I am having trouble with a corn on the bottom of my foot I’ve never experienced one ever before I have done corn plasters ect was advised by the pharmacist to contact doctor to be referred to a podiatrist I have contacted GP and keep getting the same answers message as been sent or can’t find anything to say I called keep saying call back in 2 days call back same thing not been sent call back 2 days been calling all week yesterday call back same thing so I told the receptionist I’ve been like this for a month now I am finding it very hard to walk on and it is very painful all she said was she can send another message to the doctor call back in yes you guessed it 2 days so I told her that the surgery had gone down hill and don’t bother I went to A&E and there was a six hour waiting time I don’t think this is an A&E matter as they are more busy with real emergencies think the doctor should refer me as I’m on sick due to cancer but she tells me I have to go private when you can refer me on the nhs not happy with your practice feel I have been let down by you all
Visited June 2022
Review titled St Stephens House Surgery
Replied on 27 June 2022
Dear Anonymous Unfortunately you have not given me a chance to help you as you have not left your name or tried to contact me at the surgery. I have spoken to admin who deal with the referrals and have been assured that we have no outstanding referrals for podiatry or have we had any patients enquiring about their appointments. Are you sure that you have the correct St Stephen's House Surgery in Ashtead Surrey as we do not as a general rule ask patients to phone back in 2 days, we would request that you put the enquiry through our website which would then be passed onto the admin team. I'm sorry that you have had this experience whichever surgery you are registered. If you would like to contact me once you have checked you have the correct surgery I will be more than happy to look into the matter for you. Kind regards Jane White Practice Manger