Pembroke Medical Group
Pembroke House, 266-276 Torquay Road, Paignton, TQ3 2EZContact details and opening times
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Reviews
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Review titled Great Doctors and nurses, poor reception staff.
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2023
The Doctors and nurses are great, when you get to see or speak to them. First, however, you have to deal with the receptionists, they ask you tell them your most personal issues in front of a que of other patients. Going to the Doctors is already an anxious time and the receptionists don't seem to care about that. Please can the surgery train their receptionists in mental health awareness and caring behaviour. There are signs everywhere that aggressive behaviour or language won't be tolerated towards staff, rightly so, however, it appears that the receptionists can speak to us patients rudely and create a negative response, yet that is acceptable. As for the phone lines, 25 minutes waiting on the results line at 2nd in the que. When I got through it took 2 mins to get my results, even with all the laughing and joking going on in the background. There also appears to be no handover between morning and afternoon receptionists, if you need to follow up from morning to afternoon, nobody knows what you are talking about. A receptionist even filled out a form the other day which stated at the top 'to be filled out by the GP only'. Please Pembroke, back up your excellent Doctors and nurses by getting some kind, caring and approachable receptionists and start being patient focused instead of considering us as a nuisance. We are at our most vulnerable when we are physically or mentally unwell, please have a heart and treat your patients how you, yourself, would wish to be treated. Covid is absolutely no excuse. The cracks in this surgery were starting to show long before Covid, Covid was just the wedge that has opened them up beyond acceptance. Be the best you can be and then others will see the best that you are.
Visited May 2023
Review titled Pembroke Medical Group
Replied on 26 July 2023
We are sorry to hear that you have found our reception team to be rude and unhelpful. Unfortunately, due to demand for consultation being higher than the appointment capacity available the GPs at the practice have introduced a system of clinical triage to ensure that requests are dealt with according to clinical urgency. Therefore, the receptionist will need to lead patients through a series of questions to gather the information required by the clinical to assess priority. In March 2023 we launched a new online consultation request system called Klinik. Patients with internet access via a smartphone, tablet or home PC can submit a request for consultation online without the need to telephone the practice or disclose information to our reception team. We have also installed tablets at both of our reception sites for patients who do not have internet access at home to utilise. If you do not have internet access and do not wish to use the tablets provided in practice to submit an online consultation request, then you will need to either telephone to request a consultation or visit one of our reception desks. In those instances, the receptionist handling your request will complete the online submission on your behalf. We are aware that our telephone lines remain extremely busy and we apologise that you have had a long wait on the telephone. We invested in a new telephone system in May 2023 which has already reduced our call waiting times. We also hope that as more patients make their requests for consultation online this will reduce the number of incoming calls and waiting times further. To obtain test results, order prescriptions and view certain areas of your medical record you may find it quicker to use the NHS App rather than contacting the practice: https://www.nhs.uk/nhs-app/ We hope that this information is helpful. If you would like us to investigate a specific complaint with regards to your experience with our reception team please contact us at enquiries.pembrokehouse@nhs.net so that we can look into this further for you.