Sterndale Surgery
Milson Road Health Centre, 1-13 Milson Road, London, W14 0LJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled No one answers the phone or Patchs
Rated 3 stars out of 5
by Anonymous - Posted on 07 February 2025
Left waiting hours on the phone and the insulting message to use Patch’s instead is undermined by the message that the surgery isn’t able to respond to Patch’s. Perplexing about the phone because when you sit in the waiting room the phone hardly ever rings
Visited February 2025
Sterndale Surgery has not yet replied.
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Review titled a lovely and comfortable experience
Rated 5 stars out of 5
by Anonymous - Posted on 07 February 2025
The doctor and nurse performing my cervical smear test made my experience so comfortable after id been putting off my smear test for two years due to nerves. If you are nervous or worried about having your smear test, dont be. They were so reassuring and chatty thorughout the entire appointment which was a great distraction, although there was nothing to be distracted by as the whole thing was nothing to be worried about
Visited February 2025
Sterndale Surgery has not yet replied.
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Review titled GP Appointment
Rated 4 stars out of 5
by Denise McDonnell - Posted on 31 January 2025
my appointment was with dr v at 6.30pm. Receive a call from the receptionist at 5.55pm asking if I was still attending my appointment. when I arrived at the surgery was told it is dr jm who I will see I asked why was it changed and not with Dr v told dr v doesn't do evening clinic. When c booked this appointment with me yesterday I was happy for a female GP. my reason for the appointment is not something I would see a male doctor for was told callon Monday speak with c. not a helpful receptionist
Visited January 2025
Review titled Sterndale Surgery
Replied on 11 February 2025
Thank you for taking the time to leave feedback. I am sorry you were unhappy with the change in who your appointment was with I appreciate this must have been frustrating. I will discuss with the team if there are changes to the GP patients should be notified, incase as you mention you would prefer to speak to a GP of the same sex. I am sorry the receptionist was unhelpful. I will discuss this with the receptionist in question. Kind regards - Laura McKersie - Practice Manager
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Review titled Wonderful service
Rated 5 stars out of 5
by Matthew Evans - Posted on 04 February 2025
I was with my nine year old daughter for a consultation with one of the doctors. He was clear, efficient, didn't needlessly waste time and yet also accommodating, warm and kind. I really appreciated his manner and prescriptions!
Visited January 2025
Review titled Sterndale Surgery
Replied on 11 February 2025
Thank you for taking the time to leave such positive feedback about your experience at the surgery. We are working hard to improve patients experience at the practice and will ensure your comments are fed back to the entire team. Thanks again Laura McKersie - Practice Manager
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Review titled Very mixed reception staff
Rated 4 stars out of 5
by Sandra Clark - Posted on 07 May 2024
I had such an unpleasant experience with the receptionist, I think she’s new to the clinic, abrupt, bordering on rude, giving out false information, sadly conforming the unpleasant unhelpful GP surgery receptionist stereo typ.
Visited May 2024
Review titled Sterndale Surgery
Replied on 11 February 2025
Thank you for your comments, I am sorry you were unhappy with the service received at the surgery. In order for me to fully investigate your concerns it would be helpful if you contact me at the surgery, if you could email nhsnwl.sterndalesurgery@nhs.net or give the surgery a call and leave a message with you details I will be able to give you a call to discuss this issues you raised and investigate what happened. Kind regards - Laura McKersie - Practice Manager
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Review titled Unhelpful support
Rated 1 star out of 5
by Anonymous - Posted on 31 May 2024
It is a continuing battle with one of the practice nurses regarding ongoing treatment. The inflexibility demonstrates a lack of general understanding of what they are there for and causes undue stress. This example concerns the administering a 12 weekly injection, which is generally referred to as ‘3 monthly’, which was due on the 22 December. Despite me pointing out (as it stated on the box) that it is in fact 12 weekly, she insisted on offering it a week later. This has continued however. In mid May, I was called up by the surgery to make an subsequent appointment and was given Friday 31 May, as my injection was due on Sunday the 2 June, when the surgery would be closed. She offered me the Friday before as there were no appointments until the 6th June. Upon attending the appointment the nurse subsequently refused to administer the injection as the letter from the consultant stated week commencing the 3 June, which was due to that simply following the Sunday when it was due. Beyond frustrating! I feel this was done out vindictiveness, due to our previous interactions. I have also experienced extreme difficulty in obtaining the necessary prescriptions for these injections, and always have to attend five or six times before they will issue it. I find the doctors to be extremely professional and knowledgeable in each interaction, but it seems impossible to actually see or speak to one.
Visited May 2024
Review titled Sterndale Surgery
Replied on 11 February 2025
Thank you for your comments, I am sorry you were unhappy with the service received at the surgery. In order for me to fully investigate your concerns it would be helpful if you contact me at the surgery, if you could email nhsnwl.sterndalesurgery@nhs.net or give the surgery a call and leave a message with you details I will be able to give you a call to discuss this issues you raised and investigate what happened. Kind regards - Laura McKersie - Practice Manager
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Review titled lack of professionalism
Rated 2 stars out of 5
by Anonymous - Posted on 27 March 2024
The practice booked me on an emergency appoitment for a specific issue. During my appoitment I asked if it was possible to have a referal/document for a test related to a previous condition. The doctor asked me to book a new appoitment so I can explain and request my blood test. This is such a waste of time and money, and someone else could have this routine appoitment. It just make you feels that you are not listened, treated properly and they couldn't care less.
Visited March 2024
Review titled Sterndale Surgery
Replied on 11 February 2025
Thank you for your comments, I am sorry you were unhappy with the service received at the surgery. In order for me to fully investigate your concerns it would be helpful if you contact me at the surgery, if you could email nhsnwl.sterndalesurgery@nhs.net or give the surgery a call and leave a message with you details I will be able to give you a call to discuss this issues you raised and investigate what happened. Emergency clinics are just to deal with the emergency issue, if patients were to request other things we would not have capacity to continue to offer on the day emergencies to all patients. It would also keep other emergencies waiting with is inappropriate. Which is why we have always advised patient to book a routine appointment to discuss other issues or send a PATCH. Kind regards - Laura Mckersie - Practice Manager
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Review titled Worst Receptionist encountered from time to time
Rated 2 stars out of 5
by Anonymous - Posted on 29 November 2023
I felt harassed and humiliated by the receptionist, every time I attended it was unpleasant to deal with the receptionist to the point where I have be quite not to look the aggressor and accommodate their rude behaviour while the other receptionist looks amused but always supportive of their co workers although they are in the wrong. I will come with the voice recorder and will display that on YouTube next time for people to know what patients are going through for lack of management presence with in the premises. No wonder NHS is broke
Visited November 2023
Review titled Sterndale Surgery
Replied on 11 February 2025
Thank you for your comments, I am sorry you were unhappy with the service received at the surgery. In order for me to fully investigate your concerns it would be helpful if you contact me at the surgery, if you could email nhsnwl.sterndalesurgery@nhs.net or give the surgery a call and leave a message with you details I will be able to give you a call to discuss this issues you raised and investigate what happened. Laura McKersie - Practice Manager
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Review titled Good practice.
Rated 5 stars out of 5
by Alexandra Cameron - Posted on 18 April 2023
I was very Impressed by the student Dr ‘s and the Dr in the way my appointment was conducted. Very thorough questioning and most professional. Also was glad to be able to get to see a Dr so quickly. Thanks
Visited April 2023
Review titled Sterndale Surgery
Replied on 11 August 2023
Thank you for taking the time to leave such positive feedback about your experience at the surgery. We are working hard to improve patients experience at the practice and will ensure your comments are fed back to the entire team. Thanks again Laura McKersie - Practice Manager
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Review titled Fabulous and fast
Rated 5 stars out of 5
by Elynor - Posted on 03 April 2023
I got exactly the information I needed in a clear and direct way, along with easy to follow and simple next steps. As ever, Sterndale has done an excellent job being quick to resolve my issue, and not making it more painful than it needs to be.
Visited April 2023
Review titled Sterndale Surgery
Replied on 11 August 2023
Thank you for taking the time to leave such positive feedback about your experience at the surgery. We are working hard to improve patients experience at the practice and will ensure your comments are fed back to the entire team. Thanks again Laura McKersie - Practice Manager