The Stephenson Medical Practice
Victoria Road Health Centre, Victoria Road, Concord, Washington, Tyne and Wear, NE37 2PUContact details and opening times
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Reviews
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Review titled Terrible surgery!
Rated 1 star out of 5
by Anonymous - Posted on 08 November 2022
I tried to call the surgery this morning to get an appointment for my son! Only needed a routine appointment not an urgent one! Used the call back feature and 2 hours later was still waiting! Unfortunately I missed the call due to my son having a meltdown (he is autistic). I emailed the surgery explaining I just needed a routine appointment and could they make one for him as I need a referral for his mental health. I received an email back saying you will have to contact the surgery!!! I do not have time to wait around for hours on end to hear back and then probably be told there are no appointments as for some reason since covid you cannot book routine appointments! I completely understand the pressure as I work in the nhs myself but no other surgeries are treating patients this way! I have asked for the practice manager to call…… I’m assuming I will get an email back saying contact the surgery! This is a viscous cycle and they have made no attempt to rectify it. I find it funny how on the wall it says they have an award for excellence but can’t even give their patients the bare minimum service! They would have less phone calls if they allowed patients to have control over their care via the app as it was designed to do! The only reason I stayed at this surgery was the doctors were good but now I will be looking at others who offer better care
Visited November 2022
Review titled The Stephenson Medical Practice
Replied on 07 December 2022
Dear patient, thank you for your comment. We have looked into your concerns you raised and surprised that you felt you had received an inadequate service. You contacted the surgery on the morning at around 9:54 and requested a call back which was carried out at 9:58am but the call went directly to voicemail. This unfortunately means that you are no longer in the queue but would have to make contact with the surgery again. You then emailed the practice at around 3.10pm and our Office Manager arranged an appointment when she rang you at 3.15pm. You have got the option to arrange proxy access to arrange appointments on behalf of your son through our online service which is accessible 24/7. We apologise if you feel that our service didn't meet your needs and hope that you receive better care from your new GP practice. Thank you. Dr Stephenson & Partners
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Review titled Difficulty contacting
Rated 2 stars out of 5
by DAVID HARRIS - Posted on 09 January 2023
Because of the very great difficulty in calling this practice I needed the results of a blood test that one of the doctors requested. It seemed not unreasonable to ask for the results by email as a cancer sufferer this is important to me only to be told I could not use email and must phone. The surgery has my email address and telephone details but for the second time would not use email it seems the only way I can have my results is to enter the endless queue, why can't email be used?
Visited September 2022
Review titled The Stephenson Medical Practice
Replied on 12 January 2023
Dear Mr Harris thank you for your comment. I have looked into your query and set your consent to receive emails and also have put an alert on your records. I also checked to see whether or not you currently have access to the online access service. With this service, you can look at your medical records which include pathlab results at your convenience. I will contact you to discuss further. Yours sincerely Dr Stephenson & Partners H Carmichael, Practice Manager
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Review titled Shocking Services
Rated 1 star out of 5
by Anonymous - Posted on 07 September 2022
Had an examination by doctor as have umbilical hernia, 3 weeks later I've rang back and the doctor referral has not even been sent off yet. This is people's health you are dealing with. If your back logged offer overtime or get more staff. I'm giving 2 days if it's not done I'm progressing with medical negligence, it's simply not good enough
Visited August 2022
Review titled The Stephenson Medical Practice
Replied on 08 September 2022
Dear patient, thank you for your comment. I checked with our secretarial team and was advised that your referral was going to be dealt with as soon as possible. Unfortunately, the practice is experiencing a high volume of referrals and our secretarial team is working tirelessly including overtime and other members of staff helping out too. Recruitment into Primary Care is difficult not just for GP recruitment but also for administration staff. People are leaving this area of work due to the current pressures. Thank you for your feedback which I will share with our Practice team. Dr Stephenson & Partners