Sterndale Surgery

When I was at my lowest ebb after being violently attacked by a neighbour I nearly gave up on life but Sterndale Surgery did not give up on me. I am now much better after their help and the sun is starting to shine again for me.

I'd now rate the practice as excellent. That wasn't always the case but things have improved immeasurably. Reception staff, managed by the highly capable Claudia, are courteous and efficient. It is generally not too difficult to get an appointment, especially a phone appointment, and if care is needed urgently, that need is met. I 'd guess the surgery performs better than most in this respect. I don't have experience of consulting all the doctors but Drs Jensen-Martin and Dr Avgerinou provide a high level of personalised care.

I think it’s dangerous and irresponsible. I won't discuss the doctors here but i need to express that the receptionist is deliberately unhelpful and goes out of her way to be unkind and evasive. I do not believe for a minute that the managers or doctors at Sterndale Surgery are unaware of her behaviours, and I am worried for vulnerable people who require supportive communication, knowledge, information and dare I say it, appointments. She has lied to me numerous times and plays ‘dumb’ when I pull her up on it or will respond with something unrelated to the question which I can only understand is an act she has to put on so that she can get off the phone without helping. Surely, this person cannot be responsible for customers or people needing administrative support at the surgery relating to their medical needs. I have spoken to her on and off for a few months and I am saddened by the mean streak and the joy she expresses in her voice and words when she can’t help with the most basic of basic questions. The previous receptionist, although a questionable choice, tried at least to be helpful. I do not like to be mean or say these things, but I genuinely think that this person is dangerous for patients who call the surgery and the consequences of that thereafter. I.e. no appointment, wrong information, outright lies and lack of care or concern. I do not think it’s appropriate to talk about specific issues but if you have spoken to her, you probably already have your own experiences with the above. Sad times.

The surgery is good once you're there, when you get there but getting an appointment is a NIGHTMARE. The booking line is closed for 3 hours in the middle of the day, and on Thursday afternoons, and randomly at other times. You generally have to wait around 3 weeks for an available appointment. You might get a cancellation but otherwise the only way to be seen sooner is to get an emergency appointment, which means ringing at 8.30 a.m. on the day - I've never managed to get through on the phone at that time so I usually go to the surgery in person instead. I have complained to the practice manager but she has no solutions and no plans to introduce online booking. The surgery's appointments generally fall within normal office hours (very annoying), but they do run an early-morning surgery on Monday and Thursday - again, though, you have to book weeks in advance for these. The surgery has a very good website at http://www.sterndalesurgery.co.uk/