Stenhouse Medical Centre

The reception staff are the most unhelpful bunch of people I think I've ever met. They have taken obstruction to a whole new level. Don't bother ringing the surgery. If you are fortunate enough to have your call answered, you again have to run the gauntlet of the unhelpful receptionists who will mis-lead you and lie through their back teeth about ringing you back.
It's far easier to just not get ill in the first place.

I may be moving soon and was shocked at poor reviews of surgeries in that area.
I was equally shocked when I saw how low the reviews were for Stenhouse.

Our little family been coming to the surgery on and off for 25 years and yes, sometimes reception can be harsh, but once you get to see a doctor or nurse the level of care is outstanding.
Referrals to hospital have been swift, when I was really down received patient and understanding care. I feel as a patient I've been heard at all my appointments over the years and never felt rushed. Also blood tests came through promptly .
Realising I may be leaving the area it's hit home how lucky myself and family have been having Stenhouse as our practice.
All the best
And thank you
Lisa

Now I understand why people here have no faith in the system. We are visiting family from Australia and there was a bug in the house when we arrived. Everyone sick now and whilst I was treated very well by Dr Carey two days ago, after my doctor back home provided a letter as to my usual care with respiratory infections, my son and my cousin were treated appallingly. We were NOT told we had to get covid tests by front desk even though we explained all the symptoms. Still two of us did anyway and were negative. Take my 18 year old son in today very ill and got an absolute mouthful by the rude nurse practitioner Mark. Completely condescending telling us we had put him at risk and that we all had covid (three of us have had appts this week and none told we might have covid - two of us with negative results. Then when we asked what the rules were do we need to test and isolate, he told us "unofficially" that if we get a test we might not be able to fly home. Took a while to digest this miserable experience. How hypocritical to treat us so incredibly rudely making us feel like covid super spreaders and then encourage us to knowingly infect a plane full of people. The one star is for Dr Carey. You deserve many more but this experience today has appalled us and we will never be back. PS - tested after the appt, and both negative.

Once again 45 minutes on hold to be told to come and fill forms in I can't because of my work to late for a call back, Doctor even told me to ask reception to request my perspiration for me , I then had to contact Peak pharmacy who were very helpful. I don't use the doctors a lot and will be changing I have only just changed over to these from St Georges in west Bridgford. Terrible unhelpful staff

Now: I'm ammending my review due to recent bad experiences at Stenhouse with one particular older female reception who is consistently rude and unhelpful. This has caused me to leave their practice in tears.

I was a few minutes late because their automatic doors and check in do not work and I'm disabled. They had no sympathy whatsoever.

The other staff were stood gossiping about me while i was crying.

Previous experience:

I am considering moving to this practice having had a bad experience at my own GP. Went in to collect forms and young female receptionist very helpful, and noticing I was upset asked me if I was okay. I also witnessed another receptionist being very helpful to an elderly lady and even booking her a taxi home.

Cannot fault this practice, so responsive (I usually use the NHS app and "Patients know best" to contact the GP and get a response straight away, followed by an appointment or a phone call with a GP. The staff I've seen answered all my questions and made me feel at ease.

I moved to Stenhouse Medical Centre a few years ago. I’m 42 and remember how the NHS used to be 12 years ago to how it is now (I don’t intend for this to be a political review so I’ll leave it at that).

The staff are under huge pressure all the time and I have great sympathy for them. Every time I have attended, everyone has been polite and approachable. The triage team on the phones do a great job and are patient and considerate if I’ve ever needed to explain why I’m calling…so in general, to all staff, thank you.

What prompted me to type this review now is due to the appointment I had with one of the nurses (Mr Mark Grenville) on 12-Dec-2022.

I came in for one issue and he asked me a lot of questions about that and gave me a prescription to resolve it but he then asked me another set of questions based on one of my answers and I was honestly really moved by the additional time he spent with me discussing those and then also booked me in for a physio consultation to look at my knees which I made a really vague reference to in general chat (I came in to address one thing and he helped me with 2 others).

Mark, if you read this…thank you for all of your advice

Ben

Rate the doctors but think the receptionists need serious training on customer care, empathy and sensitivity. Quite rude and will not listen when you explain what you are calling about. Totally agree with previous comments about being deemed worthy of an appointment by the front of house staff. A piece of advice to the practice manager would be to retrain admin staff on face to face care, listen to clients and literally stop 'playing god' on decisions about a client's right to see a doctor. Never thought I would say it but I'm quite glad I've just moved house and will be leaving this surgery. Real shame as the diabetic care I've received in recent years has been first class.