Mayflower Medical Group
Stirling Road Medical Ctr, Stirling Road, Plymouth, PL5 1PLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Pushing people to A&E
Rated 1 star out of 5
by Jaki - Posted on 29 April 2024
Did everything by the book..filled econsult out and was told someone would contact me within 28 days ( long enough) waited patiently, now on day 40, decided to call the doctors direct and a waiting time of more than 60 minutes, recorded message says to fill out a econsult ( Again) couldn't even fill out another econsult as it was closed due to high volume of people. Can't leave the house to get to the doctors in person so sent someone on my behalf to try and make an appointment. They were told to tell me to fill out a econsult...6 weeks after my first contact with surgery I have no idea how to speak to someone let alone try and make an appointment. This is the case with many at mayflower medical group. People are suffering because of the lack of help.
Visited April 2024
Review titled Mayflower Medical Group
Replied on 02 May 2024
Thank you for leaving a response on our page. If you would like to reach out we can discuss this with you further and investigate the concerns that you have raised, d-icb.mayflower.feedback@nhs.net . Thank you Mayflower Medical Group.
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Review titled Appalling service
Rated 1 star out of 5
by Lia G - Posted on 26 April 2024
Lack of empathy and care. My 3 year old daughter needed antibiotics and they couldn’t prescribed it. She had to be taken to A&E because she had a chest infection which it developed in Pneumonia.
Visited April 2024
Review titled Mayflower Medical Group
Replied on 02 May 2024
Mayflower would be happy to investigate the concerns that you have raised, in order for us to do so please could you reach out to our governance team on, d-icb.mayflower.feedback@nhs.net . Thank you, Mayflower Medical Group
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Review titled Can’t fault the care I receive(d) !
Rated 5 stars out of 5
by Martin Goddard - Posted on 23 January 2024
I have a number of chronic health conditions and have always found the service and attention to be very good when I have needed help! I follow the eConsult protocol and have always received a prompt reply and if needs be get seen by clinicians and receive the treatment I need. When I have needed follow ups or referrals these too have been prompt and again the correct treatment received. This is my experience and as I say it’s very positive. The pharmacist department too have been extremely helpful in dealing with medication requests and when I needed to change providers. I have been to most surgeries in the group and the service level is consistent, friendly and supportive. I understand that there are pressures on the NHS and in particular GP services and people have their own experiences but this is mine and it’s positive. Thanks to all the staff!
Visited January 2024
Review titled Mayflower Medical Group
Replied on 24 January 2024
Dear Martin, Thank you for taking the time to provide your feedback and sharing your positive experience at Mayflower Medical Group. It is true that it is very challenging to meet the demand on primary care at the moment but all our teams work extremely hard to ensure our patients get the care they need. We provide in excess of 20000 appointments every month and our complaints ratio is less than 1% so we are always grateful when people share their positive experiences of our services because people are more inclined to comment when something has not gone well. We take the time to review all our feedback and learn from what we could do better but it is equally important to know what we do well to make sure we keep doing it. I will share your feedback with our staff as it is always good for morale during these busy times. Thanks once again, Kind regards, Jo Beniston Head of Clinical Governance.
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Review titled Terrible service
Rated 1 star out of 5
by Carol - Posted on 05 November 2023
I have done six online e.consoles with hardly any response from the surgery it say they will phone but never do The one time they did phone the doctor said I need a face to face appointment but when I requested one with receptionist they told me no appointments were available Terrible service from the practice who seem to not really care about the health and wellbeing of there patients and local community The e consol only being available during working hours is a joke and prescription request seem to get messed up with some tablets taken of so you have to go and use the telephone in the reception and spend ages explaining why you need the tablets that they removed for no reason from repeat
Visited November 2023
Review titled Mayflower Medical Group
Replied on 07 November 2023
Dear Carol, Thank you for taking the time to provide this feedback. I am Head of Clinical Governance at Mayflower Medical Group and I would be very happy to look into the issues you are having if you would like to contact me directly. You can contact me via our website under "Have your say" or alternatively email me at d-icb.mayflower.feedback.co.uk Yours sincerely, Jo Beniston, Head of Clinical Governance
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Review titled Apalling access-unable to get an appointment
Rated 1 star out of 5
by Mr FedUp - Posted on 07 August 2024
I rang at 8.20am on 07/08/24to hear a message stating the easiest way to obtain advice or treatment is to complete an e consult on the website. I went straignt to do this to only to see the message "The eConsultation system has now been switched off to allow clinicians to review and respond to all the eConsultations that have been received. The eConsultation system will be turned back on 8am the next working day. In the meantime, if you need medical advice please ring the Practice." I went to complete an econsult the following morning (as advised) and received exactly the same message! Why direct patients to an non functioning econsult service in the first place? I suspect it is to stop people phoning, surprise surprise it's impossible to get through on the phone. The only way to access a GP appointment is go into the surgery and then jump through the hoops of a computer set of questions asked by the (non-medical) Receptionist. Horrendous experience especially when feeling ill.
Visited August 2023
Review titled Mayflower Medical Group
Replied on 12 August 2024
We are finding that patients are using the old eConsult link and this is why you are getting this message. The team would be happy to help and investigate this further for you and check the link that you are using, please email the governance email address on - d-icb.mayflower.feedback@nhs.net Thank you, Mayflower MG.
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Review titled Unhappy with arranged doctors calls
Rated 3 stars out of 5
by Anonymous - Posted on 11 July 2023
Today is the second time in a fortnight I have waited in all day for an arranged phone call and nobody rings, you cannot get an appointment with a doctor and everybody says the doctor surgery is always empty, what are the doctors actually doing. I will in future refuse a phone appointment and ask the operator for a appointment with a doctor whilst the operator is speaking to me, I will probably be told she cannot do that.
Visited July 2023
Review titled Mayflower Medical Group
Replied on 13 July 2023
Dear Patient, Thank you for taking the time to give feedback and I am sorry that you did not have a positive experience. To allow me to investigate the particulars of the issues encountered, I invite you to log your complaint via our online form which can be found on our website under “Have your say” or send an email to d-icb.mayflower.feedback@nhs.net We have a team dedicated to improving the experience of our patients, so we are keen to understand what happened. Yours sincerely, Jo Beniston Head of Governance and Improvement
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Review titled Practise
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
I am writing this in hope of a reply I am 75 and have a problem with my hip I have had this before some time ago and then had a injection in the surgery is this service still available can get no answers and am in a lot of pain.
Visited May 2023
Review titled Mayflower Medical Group
Replied on 23 May 2023
Dear Patient, I would be very happy to help you. We do still offer joint injections and you would probably need a review to confirm that your condition is still suitable. You can contact us by submitting an econsult or phoning the surgery on 01752 982200. We apologise in advance for any delay in answering at busy times. Econsult will go straight to the clinician for triage. If you have any problems please send an email to my team at d-icb.mayflower.feedback@nhs.net or use the online form on our website under "Have your say" providing your contact details so we know how to contact you. Yours sincerely, Jo, Head of Governance and Improvement.
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Review titled I thought the receptionist was joking!
Rated 1 star out of 5
by Anonymous - Posted on 16 May 2023
Today, after collecting my 12 year old daughter from school who had been sent home with severe earache we presented ourselves at Sterling Road surgery as we were unable to book an online appointment. The surgery was quiet, no-one else in the waiting room. I explained the situation to the receptionist who advised me that to book a 'Push Doctor' appointment, I was required to call the surgery who would then give me a code to go ahead and book this online appointment. To be honest as it was blatantly an issue with her ear it was appropriate for a GP to have a look themselves; but I suppose there is a process to follow. So I am stood in an empty surgery being told to go home and call and if I called before 2pm my daughter would be seen as she could see there were afternoon appointments. She claimed the phone lines were quiet. So go home and call the place I am currently stood in??!! I honestly thought she was having a joke with me. Anyway, I stepped outside the surgery and dialled the surgery number, and continued to do so (handsfree) on the car drive home and for a further half an hour at home; the line was constantly engaged! So I reluctantly called an overstretched 111. The lady on the end of the phone was so helpful, gave great advice and booked a clinician to call back within 2 hours. It's unfair to say this is a dreadful surgery, because once you get through all the bureaucracy, the nurses and doctors are amazing! It's a pity you don't get to see them face to face very often. I am seriously considering my future with Mayflower Medical, particularly Sterling Road Surgery. I am appalled by lengthy and complicated procedures which are not for the best interests of their patience.
Visited May 2023
Review titled Mayflower Medical Group
Replied on 18 May 2023
Dear Patient, Thank you for your feedback and I am sorry that you feel you did not have a positive experience. We encourage patients to use econsult which is now open from 6am to 6pm. The econsult goes straight to a clinician who will determine the action needed and in this case it is likely you would have been offered a same day appointment. You can find more information about the improvements we have made to accessing the surgery at https://www.mayflowermedicalgroup.co.uk/improving-access-to-mayflower-medical-group/ I would be happy to speak with you directly about your experience and you can send an email to d-icb.mayflower.feedback@nhs.net or via our online form on our website under "have your say". I hope that you will give our new processes a chance to work and we welcome feedback directly to us via the methods above so we can look into specific issues and resolve them. I look forward to hearing from you, Yours sincerely, Jo, Head of Governance and Improvement.