St Stephens House Surgery
102 Woodfield Lane, Ashtead, Surrey, KT21 2DPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great for many years but problems now
Rated 3 stars out of 5
by Ahmed Shibli - Posted on 01 August 2024
Getting appointments has become a big problem now. Usually a 6 weeks wait but slightly shorter for a telephone appointment. Very frustrating. Pity that it was such an efficient and brilliant place for a long time.
Visited May 2024
Review titled St Stephens House Surgery
Replied on 05 August 2024
Dear Mr Shibli Thank you for your feedback we appreciate your time. I have reviewed our records and note that you had been requested by your GP at the end of February to make an appointment in June. You didn't call until the last week in May. As you are aware the GP who you see is very popular thus extending her appointment waiting times. The GP had pre booked annual leave for the end of June which also effected times, you then cancelled your appointment for early July the day before which meant you had longer to wait for the next available appointment. I am sure you will be pleased that our waiting times to see a GP is currently 2 weeks with emergency appointments every day should you require urgent medical treatment. I will pass on your comments to the GP concerned. Thank you Jane White Practice Manager.
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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.