Maypole Health Centre A - Ratings and reviews
Reviews
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Review titled Terrible service and rude staff
Rated 1 star out of 5
by Rosie - Posted on 27 February 2024
The reception staff are extremely unhelpful , booked my in an appointment via phone for 2:20 arrived at 2:10 and wasn’t called into my appointment till 3:20. Every time I come to this doctors I am waiting an hour over my appointment time & whenever I query the reception staff they act asif they wasn’t the ones who booked the appointment with me!!! Would never recommend this terrible service and nasty rude staff
Visited February 2024
Review titled Maypole Health Centre A
Replied on 07 March 2024
Dear Rosie, Thank you for bringing your recent experience at our practice to our attention. We sincerely apologise for the inconvenience and frustration you encountered during your recent visit. Please be aware that two separate practices are operating from Maypole Health Centre, namely Dr Michael & Partners and ACE Medical Partnership – Maypole Branch known as Dr Aneja’s Practice. We are ACE Medical Partnership our branch surgery at Maypole known by (Dr Aneja Practice) Your time is valuable, and we understand how important it is for appointments to be conducted punctually. We regret that you experienced a significant delay in being seen by the clinician you booked with despite arriving promptly for your scheduled appointment. To enable me to investigate this matter further, I would like to know your full name the date of your appointment and which clinician your appointment was booked with. Please be assured that we take your concerns regarding wait times very seriously, and we are actively working to address any issues contributing to prolonged waiting periods. We conduct regular appointment audits as part of our efforts to improve our services We are genuinely disappointed to learn that you found our reception staff to be unhelpful and that they did not take responsibility for the delays you experienced. I am sincerely sorry to hear about your experience Providing excellent customer service is a top priority for us, and we are committed to ensuring that all our patients are treated with the utmost respect and courtesy at all times. As I mentioned above to enable me to investigate this matter further I would like to know your full name and the date of your appointment. Your feedback is invaluable to us, and we genuinely appreciate your willingness to share your concerns. We understand that our patients rely on positive recommendations, and it is disheartening to hear that you would not recommend our services based on your recent experiences. Rest assured, we are fully committed to regaining your trust and confidence in our practice. If there is anything further, we can do to address your concerns or if you would like to discuss your experience in more detail, please do not hesitate to contact us directly. We are here to listen and ensure that your future visits are as smooth and comfortable as possible. Kind Regards, Eliya Michael BA (Hons) Practice Business Manager ACE Medical Partnership Druids Heath Surgery, 27 Pound Road, B14 5SB Tel: 0121 430 5461
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 25 January 2023
Firstly, GPs at this surgery are fantastic, can't fault them. However receptionist staff are rude and intrusive. Every time I phone the surgery they want to know specifically what is wrong with you before they 'decide' you can have an appointment. What happened to patient confidentiality? I was particularly upset with the way I was treated when I took my daughter to surgery Jan 2023. I was told to put on a mask or I would not be able to see a doctor in surgery. No other patient in the waiting room had one on nor did any member of staff working behind the reception desk, which I have no problem with since covid is now something we have to live with. However, I felt singled out; my anxiety levels raised tenfold as I do not like confrontation but felt I had to question why me?? The enforcement of mask wearing in surgeries was dropped sometime in June 2022 so I'm not sure why they are continuing with this regimented way of practice. Because of this hostility, I have put off a cervical screening appointment which was due sept 2022. I have been online to make a formal complaint to the practice manager but there is no email option for this. Instead it invites you to speak to reception which is entirely the issue!!
Visited January 2023
Review titled Maypole Health Centre A
Replied on 07 March 2024
Dear Patient, Thank you for taking the time to share your feedback regarding your experiences at our surgery. We genuinely appreciate hearing from our patients as it helps us identify areas where we can improve our services. Please be aware that there are two separate practices operating from Maypole Health Centre, namely Dr Michael & Partners and ACE Medical Partnership – Maypole Branch known as Dr Aneja’s Practice. We are ACE Medical Partnership our branch surgery at Maypole known by (Dr Aneja Practice) We are delighted to hear that you have found our GPs to be fantastic and we aim to maintain the high standard of care they provide. We sincerely apologise for any negative experiences you may have encountered with our receptionist staff. I am sorry to hear that you were treated rudely during your interactions with our reception team. Please be assured that patient confidentiality is of utmost importance to us, and we take your concerns very seriously. Regarding the enforcement of mask-wearing, we apologise for any discomfort or inconvenience caused. We intend to prioritise the health and safety of both our patients and staff members. While we understand that mask mandates have been relaxed in certain contexts, we continue to encourage mask-wearing within our premises as an additional precautionary measure. We regret any anxiety or distress that may have been caused by the situation you described, and we assure you that it was never our intention to single you out or make you feel uncomfortable. Regarding the process for making a formal complaint, we apologise for any inconvenience you may have experienced in attempting to reach the practice manager. All necessary information to raise a complaint is available at our reception desk or via our website. Please follow this link: https://www.acemedicalpartnership.co.uk/patient-info/complaints-compliments/ If you would like to discuss your concerns further or if there is anything else we can assist you with, please do not hesitate to contact us directly. Your feedback is invaluable to us, and we are committed to providing you with the highest standard of care. Thank you for bringing these matters to our attention, and we look forward to resolving them to your satisfaction. Kind Regards, Eliya Michael BA (Hons) Practice Business Manager ACE Medical Partnership Druids Heath Surgery, 27 Pound Road, B14 5SB Tel: 0121 430 5461
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Review titled good caring service
Rated 4 stars out of 5
by Jacqueline Glover - Posted on 09 May 2022
gp's and nusrsing staff give good professional service and made me feel listened to. Reception staff very professional also. only negative it is very difficult to get through in the morning or afternoon to make an appointment as the phones are constantly engaged. After ringing constantly I find that 9 time out of 10 all the appointments have gone. I have spoken with other people who also encounter this problem. It is very frustrating especially when you have someone who is ill with various problems if this could be rectified some way I would have no hesitation in giving the practice 10 out of 10.
Visited May 2022
Review titled Maypole Health Centre A
Replied on 28 February 2024
Thank you for sharing your experience with our branch surgery at Maypole Health Centre for the GPs, nursing staff, and receptionists at the practice. It's wonderful to hear that you received good professional service and felt listened to during your visits. Positive interactions with healthcare professionals can make a significant difference in patient care. However, I understand your frustration with the difficulty in making appointments due to the constant engagement of the phone lines. It's indeed challenging when appointments fill up quickly, especially when dealing with urgent health concerns. It's not uncommon for healthcare facilities to experience high call volumes, leading to accessibility issues for patients trying to schedule appointments. We highly appreciate your feedback as it helps us identify areas for improvement in our services and patient accessibility. Since the date of your comment, we have made significant enhancements to our system, expanding call capacity, increasing available appointments, and introducing more clinicians to better accommodate scheduling needs. Thank you for taking the time to share your feedback, and I hope that your future experiences with the practice become more seamless and satisfactory. Kind Regards Eliya Michael BA (Hons) Practice Business Manager ACE Medical Partnership