Mayfield Surgery
54 Trentham Road, Longton, Stoke-on-Trent, Staffordshire, ST3 4DWContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Good practise
Rated 3 stars out of 5
by Ruth Watts - Posted on 14 August 2023
The doctor was very thorough professional and reassuring. I wasn't kept waiting very long and had been able to get an appointment on the day I had asked for one.
Visited August 2023
Mayfield Surgery has not yet replied.
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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
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Review titled Improved booking
Rated 4 stars out of 5
by Anonymous - Posted on 25 April 2023
Booking system greatly improved. Quicker and easier than waiting in queue. Picking appointments was easy but limited times were available
Visited April 2023
Review titled Mayfield Surgery
Replied on 16 May 2023
Dear patient, thank you for taking the time to provide us with this useful feedback which I will share with the management team and Partners. Should you wish to discuss any element with me please do not hesitate to contact me on 01782 793064. Kind regards, Allie Cusick, Operations Manager
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Review titled In favour of the new system
Rated 5 stars out of 5
by Lisa - Posted on 04 April 2023
I have twice used the new online booking system now and I find it so convenient. There's no waiting on hold and it only takes a couple of minutes to complete the form. Both times I received responses within the hour with actions that I deemed appropriate for the concerns raised. Thank you
Visited March 2023
Review titled Mayfield Surgery
Replied on 11 April 2023
Dear Lisa, thank you for taking the time to post this review. I am so pleased that the new online triage system is working well for you. I will share your feedback with the team here at Mayfield Surgery. Kind regards, Allie Cusick, Operations Manager.
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 14 February 2023
Appointment made on the day Wonderful doctor who reassured me as a worried parent Lovely nature and rapport with my son. Thank you
Visited February 2023
Review titled Mayfield Surgery
Replied on 15 February 2023
Dear Anonymous, thank you for your positive feedback, I will ensure that this is shared with all of our staff. Should you have any other feedback, please don't hesitate to contact me. Kind regards, Allie Cusick, Operations Manager - alexine.cusick@stokeccg.nhs.uk or 01782 315654.
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Review titled Excellent practice always.
Rated 5 stars out of 5
by Anonymous - Posted on 11 January 2023
Receptionist's, doctors, always kind considerate & caring. I feel they always do their best with the pressure they are under.
Visited January 2023
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Anonymous, thank you for your positive feedback, I will ensure that this is shared with all of our staff. Should you have any other feedback, please don't hesitate to contact me. Kind regards, Allie Cusick, Operations Manager - alexine.cusick@stokeccg.nhs.uk or 01782 315654.
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Review titled Awful service!!
Rated 1 star out of 5
by Matt - Posted on 23 January 2023
Rang the Surgery to make an appointment for my son, from 8am to 8:15am the phone as put down on me, eventually get through to a rude receptionist who at first refused to make an appointment!! Finally got an appointment for 15:45 that day, arrived at 15:35 and at 16:35 we were still waiting, the Doctor arrived 15 minutes late and proceeded to spend 20+minutes with patients in front.. This surgery has gone downhill dramatically over the last 18 months and I will be moving my son to another Doctors ASAP, Mayfield used to be one of the best in the area, but since Doctors & Receptionists have retired it’s has become awful!!
Visited January 2023
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Matt, 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. In terms of the rude receptionist, the delays you faced and the decline in standards, I sincerely apologise for this 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 Difficult to contact
Rated 3 stars out of 5
by Ivan - Posted on 04 January 2023
I am currently on hold in the call queue and have been for 17 minutes. For all of those 17 minutes (and counting) I have been at number 1 in the call queue. Please review your systems. You have many thousands of registered Patients and I guess this amounts to hundreds of hours spent by your Patients waiting in a call queue, not being able to focus on anything else. I would appreciate a response. Kind regards, Ivan
Visited January 2023
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Ivan, 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 Great service
Rated 5 stars out of 5
by Sharon Till - Posted on 31 January 2023
Phoned in morning then Appointment in the afternoon Great Doctor pleased with whole experience Thank you
Visited January 2023
Review titled Mayfield Surgery
Replied on 15 February 2023
Dear Sharon, thank you for your positive feedback, I will ensure that this is shared with all of our staff. Should you have any other feedback, please don't hesitate to contact me. Kind regards, Allie Cusick, Operations Manager - alexine.cusick@stokeccg.nhs.uk or 01782 315654.