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 Improvement needed.
Rated 2 stars out of 5
by Royston Emery - Posted on 11 July 2023
I have been with this practice for many years. It used to be very easy to see a doctor. I was working Monday to Friday so I always used the walk in service where I came at 7am and waited to be seen. It was very helpful. It has gradually become harder to get an appointment. The walk in service was dropped so I had to ring for an appointment and, more often than not, had to wait in a queue while the piped music played, being informed that I was, e.g. number 14 in the queue and gradually work my way down to, let’s say, number 3, only to be cut off and have to try again where I was, once again, at the back of the queue. It is very frustrating. Sometimes I would get through to a receptionist to be told that there were no appointments left that week. When I asked when the next appointment was in the following week I was informed that appointments for the following week could not be made and to call again at the beginning of the next week. I would then have the same experience the following week. One time I called to ask if I could have a repeat prescription to be told, quite curtly, not to ask over the phone for repeat prescriptions but to make an appointment to see the doctor, so I was back to square one. On one occasion I posted my request for repeat meds, as I had run out, in an envelope through the letterbox marking it confidential with doctors name on. I got my meds within 24 hours. With the introduction of booking online via the website things have not improved. The website itself is very difficult to navigate and when I eventually could not find how to make an appointment I rang through to be informed that I needed to use the website. Back to square one again. I will say that, on most occasions, whenever I did get to see a doctor I got all the help I needed. The doctors are not in question but the system of getting an appointment or repeat prescriptions leaves a lot to be desired. Things have gradually declined from good to bad and bad to worse. The new triage system is nowhere near as good as things used to be when a patient could use the walk in system or book an appointment over the phone. I ask to see a doctor who has been treating me for a long time but instead am allocated a doctor who I have never seen and who doesn’t know my story. I know they have my notes to look at but that is not the same. It is comforting to a patient to receive continuity with a particular doctor but the triage system doesn’t take this into account. People matter and putting people first is really important. This seems to have been disregarded now in favour of making things easier for office administration, at the expense of not prioritising the individual. I am sorry to feel I have to say these things. I am a person who always encourages others and rarely complain, (honestly). I hope that you will take my comments as they are intended, which is to point out that new methods are not necessarily better. Thank you for taking time to read this. Roy Emery.
Visited July 2023
Mayfield Surgery has not yet replied.
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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