Mayfield Surgery
54 Trentham Road, Longton, Stoke-on-Trent, Staffordshire, ST3 4DWContact details and opening times
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Reviews
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Review titled Unacceptable waiting times
Rated 1 star out of 5
by Anonymous - Posted on 21 November 2022
Trying to contact the practice by phone is completely impractical and an unacceptable level of service. This morning I have had to ring 9 times having been cut off 8 times and was on hold almost continuously from 08:19 to 10:13. If I was at work today I would not have been able to be on hold for so long, or if I was self employed, elderly etc; this would be potentially dangerous as people can not get help when needed. Once I got through, the receptionist could not tell me if the referral to a specialist had been made as the secretary was off; this dispute me seeing the GP over a month ago. The receptionist had no facts to tell me but “thought” there was a 12 week waiting time; my concerns have not been addressed. The waiting times on the phone has been an issue for many years. The process for telephone calls has not been changed and no resource moved or added to address this issue, despite me and other people complaining about it many times.
Visited November 2022
Review titled Mayfield Surgery
Replied on 15 February 2023
Dear |Patient, 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. I sincerely apologise for your previous experiences 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 Flu Vaccine
Rated 2 stars out of 5
by Anonymous - Posted on 24 October 2022
When being administered with the flu vaccine, the nurse offered no information as to what the actual vaccine was. When questioned, she would only give a brand name, and refused to offer more details of the actual vaccine, or a patient information leaflet.
Visited October 2022
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Patient, I am sorry to hear of your experience. I will share your feedback with the nurse team for learning. 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 Appointment System
Rated 2 stars out of 5
by Anonymous - Posted on 14 October 2022
Appointments what’s one of those, telephone or face to face????Having rang the surgery at 8am, as instructed, I was number 25 in the queue. After being in the queue for 35 minutes my call was terminated with the message ‘Sorry we are unable to accept your call right now please try later’ This happened a few times, when I gave up! I have been told by my oncologist to see my GP, it’s not an emergency but hopefully would be of great benefit to me. I have tried at various times to get through but had no luck. If everyone is told to ring at 8am only a handful are going to be fortunate enough to get the appointment they need, what about the rest of us???? To say that I am not happy about it would be a massive understatement, I am livid! The appointment system needs to be patient friendly not what suits the practice!
Visited September 2022
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Patient, 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 Lack of professional service and patient consideration.
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2022
Following a review with the precscribing pharmacist I had to call in at the surgery on three occasions to collect a blood test form which I was told would be available following the telephone consultation. Also having received new medication to which I appear to have had an adverse reaction phoned this afternoon, left it until then as a message was sent saying surgery phones were out of order. Was on hold or twenty minutes and then the phone just cut off. Phoned again for over forty minute on hold and then decided to call down at the surgery. Receptionist had a very couldn’t care less attitude interspersed with a lot of sniffing, only one person answering phones was the response I got. Following the last report which appeared in the Evening Sentinel I was under the impression that things were to improve. Every sector is under staffed at the moment but surely good practice should still be in force. It was only after my second call at the surgery today that I became aware that the surgery closed for two hours for lunch but the receptionist said this had been in place since reopening after
Visited July 2022
Review titled Mayfield Surgery
Replied on 05 July 2022
Dear patient - yesterday saw a challenging day with telephone lines not working which was beyond our control. A combination of annual leave and much sickness/Covid positive staff throughout the practice has left us with a reduced workforce. Please telephone me directly to discuss your experience regarding the clinical pharmacist and for me to explain how the surgery is now working - Practice Manager 01782 793063
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Review titled Outstanding Practice
Rated 5 stars out of 5
by Leanne - Posted on 14 July 2022
I have had to see doctors at this surgery on several occasions over the last few months over several different and sometimes complicated issues. Thankfully getting an appointment has been quite simple, with the option to have either a telephone consultation or face to face consultation if needed. On every occasion, the doctors have listened to me carefully, examined me if needed and have responded to my medical needs in an appropriate manner - referring me for tests and specialist care where necessary. They have also taken time out to explain things to me in detail to try and calm any anxiety surrounding the issues I’ve presented them with. In addition to this, there have been occasions where the practice has sent text messages with follow up information which has proved to be a useful means of communication in some circumstances. In addition to the great care I have received from the doctors; the reception staff have also been very accommodating when discussing appointments or test results and have been very friendly. Nothing has every been too much trouble for them. Overall I am extremely happy with the care that the practice have given me, not just over the last couple of months, but throughout the whole pandemic. I can appreciate that the last couple of years have been very challenging - however none of the challenges faced have affected the care that I have received; and for that I am very grateful.
Visited July 2022
Review titled Mayfield Surgery
Replied on 15 July 2022
Dear Leanne, Many thanks for your positive feedback of your experience of receiving a timely appointment that suited your situation; and the clinician's consultation. I am pleased to hear the nice comments about our reception team as the ladies working on the 'front line' have a most challenging time in accommodating the many patient expectations, but they do a grand job! I will pass your review comments to the team. Mrs. K. Hulme - Practice Manager
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Review titled Considerate service
Rated 5 stars out of 5
by Clare - Posted on 21 June 2022
From telephone contact to arranging a face to face appointment, the service was considerate and a thorough examination gave the least invasive treatments. The return of the automated appointment system would’ve helped at first point of contact. All members of the team were polite efficient and professional.
Visited June 2022
Review titled Mayfield Surgery
Replied on 22 June 2022
Many thanks for your kind review of the recent appointment you had in surgery. We are currently amending, reviewing and monitoring our appointment system including the release of possibly more on line booking in the near future.