Mayfield Surgery - Ratings and reviews
Reviews
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Review titled The new online service is brilliant.
Rated 4 stars out of 5
by Paul Jennings - Posted on 04 July 2023
I haven't needed to go to the surgery for years, but all the staff, nurses and the Dr i dealt with were excellent. I must commend the new online triage service and the swift response to my issue. Thanks again for your speedy help.
Visited June 2023
Review titled Mayfield Surgery
Replied on 05 July 2023
Dear Paul, thank you so much for your kind feedback. So pleased to hear that the new system is working for you. Kind regards, Allie Cusick, Operations Manager
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Review titled Improved booking
Rated 4 stars out of 5
by Anonymous - Posted on 25 April 2023
Booking system greatly improved. Quicker and easier than waiting in queue. Picking appointments was easy but limited times were available
Visited April 2023
Review titled Mayfield Surgery
Replied on 16 May 2023
Dear patient, thank you for taking the time to provide us with this useful feedback which I will share with the management team and Partners. Should you wish to discuss any element with me please do not hesitate to contact me on 01782 793064. Kind regards, Allie Cusick, Operations Manager
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Review titled In favour of the new system
Rated 5 stars out of 5
by Lisa - Posted on 04 April 2023
I have twice used the new online booking system now and I find it so convenient. There's no waiting on hold and it only takes a couple of minutes to complete the form. Both times I received responses within the hour with actions that I deemed appropriate for the concerns raised. Thank you
Visited March 2023
Review titled Mayfield Surgery
Replied on 11 April 2023
Dear Lisa, thank you for taking the time to post this review. I am so pleased that the new online triage system is working well for you. I will share your feedback with the team here at Mayfield Surgery. Kind regards, Allie Cusick, Operations Manager.
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 14 February 2023
Appointment made on the day Wonderful doctor who reassured me as a worried parent Lovely nature and rapport with my son. Thank you
Visited February 2023
Review titled Mayfield Surgery
Replied on 15 February 2023
Dear Anonymous, thank you for your positive feedback, I will ensure that this is shared with all of our staff. Should you have any other feedback, please don't hesitate to contact me. Kind regards, Allie Cusick, Operations Manager - alexine.cusick@stokeccg.nhs.uk or 01782 315654.
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Review titled Excellent practice always.
Rated 5 stars out of 5
by Anonymous - Posted on 11 January 2023
Receptionist's, doctors, always kind considerate & caring. I feel they always do their best with the pressure they are under.
Visited January 2023
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Anonymous, thank you for your positive feedback, I will ensure that this is shared with all of our staff. Should you have any other feedback, please don't hesitate to contact me. Kind regards, Allie Cusick, Operations Manager - alexine.cusick@stokeccg.nhs.uk or 01782 315654.
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Review titled Awful service!!
Rated 1 star out of 5
by Matt - Posted on 23 January 2023
Rang the Surgery to make an appointment for my son, from 8am to 8:15am the phone as put down on me, eventually get through to a rude receptionist who at first refused to make an appointment!! Finally got an appointment for 15:45 that day, arrived at 15:35 and at 16:35 we were still waiting, the Doctor arrived 15 minutes late and proceeded to spend 20+minutes with patients in front.. This surgery has gone downhill dramatically over the last 18 months and I will be moving my son to another Doctors ASAP, Mayfield used to be one of the best in the area, but since Doctors & Receptionists have retired it’s has become awful!!
Visited January 2023
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Matt, I was so sorry to learn of your experience and I am grateful that you have taken the time to provide feedback. The surgery is currently reviewing the telephone systems and in response to your feedback we are launching a trial of a new online triage system on 6th March 2023 which we hope will reduce the volume of calls and as such the call wait times. Further information about this will be shared over the next 4 weeks on our website, social media and in the practice. In terms of the rude receptionist, the delays you faced and the decline in standards, I sincerely apologise for this and would ask that you contact me to discuss this further - I have provided my contact details below. Kind regards, Allie Cusick, Operations Manager - alexine.cusick@stokeccg.nhs.uk or 01782 315654.
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Review titled Difficult to contact
Rated 3 stars out of 5
by Ivan - Posted on 04 January 2023
I am currently on hold in the call queue and have been for 17 minutes. For all of those 17 minutes (and counting) I have been at number 1 in the call queue. Please review your systems. You have many thousands of registered Patients and I guess this amounts to hundreds of hours spent by your Patients waiting in a call queue, not being able to focus on anything else. I would appreciate a response. Kind regards, Ivan
Visited January 2023
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Ivan, I was so sorry to learn of your experience and I am grateful that you have taken the time to provide feedback. The surgery is currently reviewing the telephone systems and in response to your feedback we are launching a trial of a new online triage system on 6th March 2023 which we hope will reduce the volume of calls and as such the call wait times. Further information about this will be shared over the next 4 weeks on our website, social media and in the practice. Should you wish to discuss anything further with me, I would welcome your further contact, feel free to ask to speak with me next time you are in the practice. Kind regards, Allie Cusick, Operations Manager - alexine.cusick@stokeccg.nhs.uk or 01782 315654.
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Review titled Great service
Rated 5 stars out of 5
by Sharon Till - Posted on 31 January 2023
Phoned in morning then Appointment in the afternoon Great Doctor pleased with whole experience Thank you
Visited January 2023
Review titled Mayfield Surgery
Replied on 15 February 2023
Dear Sharon, thank you for your positive feedback, I will ensure that this is shared with all of our staff. Should you have any other feedback, please don't hesitate to contact me. Kind regards, Allie Cusick, Operations Manager - alexine.cusick@stokeccg.nhs.uk or 01782 315654.
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Review titled Total lack of care
Rated 1 star out of 5
by Anonymous - Posted on 21 January 2023
My mum had a heart attack , when discharged from hospital with a letter for the practice to inform them of her condition. 10 days later still no response for after care at this point mum is still very poorly after a traumatic heart attack , no nurse calls no doctor calls no follow up , rang the surgery to request follow up care , ring tomorrow am told no appointments, rings again ring tomorrow is the answer. At this point I’m asking do you know what a follow up after a heart attack is , my mum is disabled in a wheelchair and is 87 , should some sort of follow up visit or call should be done ? The service is outrageous and the receptionist is down rite rude . This practice is disrespectful and down rite appalling the level of care is non existent
Visited January 2023
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Anonymous, thank you for your feedback. I am so sorry to learn of your mum's experience. I would be grateful if you could consider contacting me directly so I can investigate this further. I am the Operations Manager at the surgery and can be contacted by telephone on 01782 315654 or by email at alexine.cusick@stokeccg.nhs.uk. Kind regards, Allie Cusick
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Review titled Service has declined steadily to an unacceptable level
Rated 1 star out of 5
by Simon Hopwood - Posted on 12 December 2022
Firstly, I must start by saying that the doctors at this surgery are, and always have been, on every occasion I have seen them, Excellent. Its therefore such a crying shame that the problems lie with the management of the practice, customer service side of things. Its been getting more and more difficult to get an appointment here now for a few years but has now become virtually impossible to even contact them, let alone get an appointment. There was at least, until recently the option to book an appointment on line via the NHS app, which was quick, easy and efficient. It didn't alter the fact that the waits for appointments were still very long but at least you didn't waste hours and hours trying to find that out! Like many reviews on here, I have been trying to make an appointment to see a GP for several days now. The NHS app simply says "No appointments available to book online at this time", contact the surgery direct. When you ring, you first have to listen to a couple of minutes of recorded speech about opening hours etc etc and then, when it finally gets to where you are supposed to be transferred to reception, it either plays a message saying "we cant complete your call right now, try later" or you just get cut off. I've lost count how many times I've now tried but I'm at my wits end. I work full time. I cannot afford to spend all day on the phone going round and round in circles. What's happened to the on line appointments booking? Why is there no explanation whatsoever? We are now living in a state of fear that what if something goes seriously wrong? The NHS constantly pump out information that we should be vigilant and see your GP if you find anything "suspicious or unusual" so as as to catch serious illness early. How can I do that when it is seemingly actually impossible to get an appointment with your own GP?
Visited December 2022
Review titled Mayfield Surgery
Replied on 15 February 2023
Dear Simon, I was so sorry to learn of your experience and I am grateful that you have taken the time to provide feedback. The surgery is currently reviewing the telephone systems and in response to your feedback we are launching a trial of a new online triage system on 6th March 2023 which we hope will reduce the volume of calls and as such the call wait times. Further information about this will be shared over the next few weeks on our website, social media and in the practice. If it would be helpful to discuss this further, please don't hesitate to contact me and I have provided my contact details below. Kind regards, Allie Cusick, Operations Manager - alexine.cusick@stokeccg.nhs.uk or 01782 315654.