The Stephenson Medical Practice
Victoria Road Health Centre, Victoria Road, Concord, Washington, Tyne and Wear, NE37 2PUContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled E-consult
by Leanne Robinson - Posted on 03 June 2025
The practice has recently changed the procedure of how to book an appointment with a GP by means of e-consult only. This morning I quickly completed an e-consult at 8am whilst quickly getting ready for work and my daughter sorted for school. I start work at 9am and don't finish til 2pm so I only have a short period of time to complete this. The e-consult asked how I wanted to be contacted and I requested a text message as i can't answer my phone at work. When I finished work I had 2 missed calls/answer phone messages from the surgery asking me to contact yourselves to make an appointment. I phoned the surgery and was 5th in the queue and didn't have time to wait, so I phoned back an hour later when I had time. I was 3rd in the queue...after being on hold for approx 12 minutes I was then given the chance for a call back when it was my turn. A few minutes later I got a call back and was able to make my appointment. The reason for me getting in touch is to explain what a hassle it is to make an appointment. If I'd been able to phone at 8am, I would've probably spoken to a member of the reception staff before 830am (even if I'd requested a call back) and my appointment would've been made. Instead a member of staff has twice unsuccessfully contacted me then I've had to phone back and speak to someone else...surely this way of making an appointment is more time consuming for your staff and patients? Thanks for taking the time to read my review.
Visited June 2025
The Stephenson Medical Practice has not yet replied.
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Review titled Appointment Booking Ridiculous
Rated 1 star out of 5
by Anonymous - Posted on 11 June 2025
The online appointment booking system is not fit for purpose and the feedback button is broken. Meanwhile, you cannot book an appointment by phone or in person.
Visited June 2025
Review titled The Stephenson Medical Practice
Replied on 11 June 2025
Dear anonymous, thank you for your review. Please contact the surgery as our staff are still supporting patients and can submit an econsult on their behalf either on the telephone or when you attend the surgery. We will be holding an information session on how to use the Econsult platform, supported by our Patient Participation Group, on 31st July at 1.30pm, 2.00pm, 2.30 or 3.00pm - please come along if you have can attend and our PPG members will discuss with you. Thank you.
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Review titled Generally a good practice
Rated 4 stars out of 5
by Andrea Lightley - Posted on 29 May 2025
Practice is generally good but communication could be improved. For example, I sent an email requesting a medication be put back on repeat. I received no reply. I only found out that a prescription had been issued when I went to the pharmacy for something else. I could easily have been left without this medication had I not gone to the pharmacy for other reasons. There have been several other instances where communication regarding appointments and medication have been an issue. I realise that the staff are very busy but so am I and a courteous reply to an email would alleviate any further frustration for the patient and criticism towards the service provided. Having said that, the staff are friendly on the whole and the level of clinical care is usually excellent.
Visited May 2025
Review titled The Stephenson Medical Practice
Replied on 30 May 2025
Dear Mrs Lightley, thank you for your comments. The Practice Manager will make direct contact with you to discuss your concerns around communication about medication and appointments. As a practice we take patient feedback seriously as through this, we can improve our processes. Your feedback will be shared with our practice team. Best wishes The Stephenson Medical Practice
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Review titled What is happening?
Rated 1 star out of 5
by Reg Boundy - Posted on 29 May 2025
I have had a headache and all over body pain for five months. I have seen Doctor about this complaint, but nothing was done. Tried again to get an appointment. We can no longer ring to get an appointment but have to fill in an E-consultation, which seems to take forever to complete. Only to find when I got to end of form was told to ring 111. Which is a total waste of time especially when you are ill. I changed one question so I could get appointment with my GP. After completing the form was informed "you will be contacted within the next 48 hours. When I did get a call from surgery was told I had been "triaged" and could have an appointment in two weeks time. I explained to the receptionist I could no longer stand the pain I was in and needed an earlier appointment. I was told it's two weeks or nothing. This practice is unacceptable and only benefits the Doctors Not the patients. Needless to say I am looking for another Doctor. I did call 111 was told to go to A&E where there was an ten hour wait. Being in so much pain I could not sit there for ten hours. So I will have to suffer in pain for the next two weeks.
Visited May 2025
Review titled The Stephenson Medical Practice
Replied on 02 June 2025
Dear Mr Boundy Thank you for your comments. The practice takes patient feedback very seriously and where possible uses this to improve processes or services. I have investigated your concerns in the same way that I would a complaint raised directly with the practice. All econsults are triaged by a clinician to determine the most appropriate timescale to be seen from the information provided. If a patient disagrees with this decision, or symptoms have changed, then they have the option to submit a follow up econsult. This allows more information to be provided for the clinician to change their decision if appropriate. I have listened into the phone call in your case and discussed it with the member of staff involved. Unfortunately, our staff member had not made you aware of the option to submit a follow up econsult which I apologise for. The practice has been struggling with an ever-increasing demand for a limited number of appointments with insufficient funding to address this. Our new appointment booking system has been introduced to more efficiently manage appointments to benefit patients. Thank you again for bringing your concerns to my attention. The Stephenson Medical Practice
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Review titled Friendly professional service
Rated 5 stars out of 5
by Anonymous - Posted on 19 February 2025
Attended recently and experienced a very friendly polite , and professional service. Doctor very helpful and informative.Very satisfied with the consultation and treatment provided.
Visited February 2025
Review titled The Stephenson Medical Practice
Replied on 24 February 2025
Dear patient, thank you so much for your positive feedback which will be shared with all staff at our Practice meeting. We greatly appreciate feedback from our patients. Yours sincerely The Stephenson Medical Practice
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Review titled The greatest appointment
Rated 5 stars out of 5
by Meg - Posted on 17 January 2025
I’ve just returned home from a spirometer test (I’d love to give the name of the nurse, but can’t due to rules of leaving a review). This nurse is clearly 100% committed to her job and patients. She made the appointment really fun and informative and I didn’t realise appointments could be so enjoyable! She needs a raise and a promotion, really couldn’t have felt more at ease and well informed. I think it’s so important to have people like her in practices and she deserves the recognition. This person went above and beyond in her job today.
Visited January 2025
Review titled The Stephenson Medical Practice
Replied on 20 January 2025
Dear Meg thank you for your feedback which has been shared with our staff member. The practice greatly appreciates feedback from our patients. Thank you once again. The Stephenson Medical Practice