Stepping Stone Practice
Longton Close, Blackburn, Lancashire, BB1 1XAContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Very poor telephone service
Rated 1 star out of 5
by Yasir - Posted on 26 September 2024
I've trying for two days to get through to the practice. Everything they pick up the phone they put it down instantly before I can speak to the staff. Waited for half an hour on one occasion. They are eager to put the phone down. They don't realise how long people have been waiting to speak to them
Visited September 2024
Review titled Stepping Stone Practice
Replied on 17 October 2024
We are very sorry to hear of your problems with our telephone system. We have nearly 6000 patients registered with us. Therefore the telephone line can be very busy first this in the morning. We changed the telephone system to introduce a call back service which allows you to press a number and never lose your place and the practice will automatically call you back. The system also records all activities of answered and unanswered calls. The manager reviews these from time to time when patients wish us to assess the call or we use it for training and monitoring purposes. If you have any further problems with the system please speak with the practice manager Rosemary who will be only too pleased to review and try and resolve the problem with you.
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Review titled Rude receptionist
Rated 1 star out of 5
by Romana Ahmed - Posted on 27 June 2024
I spoke to the receptionist about an unfortunate emergency I experienced today. She was extremely rude and arrogant. I’m not sure how people like this can be given jobs as receptionists. If you don’t have the patience talking to patients, find another job! It’s simple!
Visited June 2024
Review titled Stepping Stone Practice
Replied on 17 October 2024
Thank you for your feedback. I am sorry to hear of your unfortunate emergency and hope it has now been resolved. All calls are recorded and can be used for training and monitoring purposes. All staff are trained to provide an excellent service and when this wavers it is important to review situation. I can reassure that the receptionist manager monitors and trains staff accordingly when any situation arises. If you would like to discuss your experience in more detail, please do not hesitate to contact the Practice Manager Rosemary Emmonds to meet and agree a resolution.
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Review titled Receiopnists
Rated 1 star out of 5
by Mrs s - Posted on 17 April 2024
Very bad rude not gives any appointments I was ringing start from 8 and when my turn number 19 to 1 it’s only 8.24 and they said all appointments are gone ring tomorrow again at 8 I was so depressed with the behaviour
Visited April 2024
Review titled Stepping Stone Practice
Replied on 17 October 2024
Thank you for your feedback. We are sorry to hear of your struggle to get through to the practice by telephone. Our practice has nearly 6000 patients registered. Unfortunately the telephone lines are always very busy. The practice protocol is that patients ring at 8pm for emergency same day appointments. We offer prebooked appointments and other services that may support with your problem. Last year we changed our telephone system to allow patients to have a choice of a 'call back' service. This is offered at the beginning of the call and you will never lose your position. The practice automatically calls you. This could potentially save you 24 minutes to concentrate on something else. As regards to asking you to call back again tomorrow at 8 should no longer happen. The receptionist should be offering you an alternative service or a prebooked appointment. If you would like to discuss this further please contact the Practice Manager Rosemary Emmonds.
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Review titled First Rate experience
Rated 5 stars out of 5
by TERRY - Posted on 16 December 2023
My faith in the NHS is restored. My recent visits to the practice have been above all of my expectations. Pleasant courteous, helpful and efficient service on all my visits from "the front of house staff" Plus first rate treatment from the medical team.
Visited December 2023
Review titled Stepping Stone Practice
Replied on 17 October 2024
Dear Terry, Thank you for your positive feedback. It is nice to hear we get it right sometimes because it isn't often we get that pat on the back. It is really appreciated and boosted our moral; so thank you once again. If you wish to discuss anything at all you can contact the Practice Manager Rosemary Emmonds who will only be too pleased to support you.
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Review titled Emergency
Rated 5 stars out of 5
by Laura Bennett - Posted on 19 October 2023
Thank you to all the staff that assisted in helping my little boy that was chocking, the fast acting of the staff that where involved saved his life, we couldn’t be more greatful of this surgery and the staff
Visited October 2023
Review titled Stepping Stone Practice
Replied on 17 October 2024
It was a day the practice will never forget. It must have been a frightening thing for you to experience especially when you were new parents. We are so glad that your little boy responded and that the practice did everything possible until Paramedics arrived. Thank you for your lovely card and chocolates.