Mayfield Surgery
54 Trentham Road, Longton, Stoke-on-Trent, Staffordshire, ST3 4DWContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Mayfield Surgery.
Reviews
-
Review titled Total lack of care
Rated 1 star out of 5
by Anonymous - Posted on 21 January 2023
My mum had a heart attack , when discharged from hospital with a letter for the practice to inform them of her condition. 10 days later still no response for after care at this point mum is still very poorly after a traumatic heart attack , no nurse calls no doctor calls no follow up , rang the surgery to request follow up care , ring tomorrow am told no appointments, rings again ring tomorrow is the answer. At this point I’m asking do you know what a follow up after a heart attack is , my mum is disabled in a wheelchair and is 87 , should some sort of follow up visit or call should be done ? The service is outrageous and the receptionist is down rite rude . This practice is disrespectful and down rite appalling the level of care is non existent
Visited January 2023
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Anonymous, thank you for your feedback. I am so sorry to learn of your mum's experience. I would be grateful if you could consider contacting me directly so I can investigate this further. I am the Operations Manager at the surgery and can be contacted by telephone on 01782 315654 or by email at alexine.cusick@stokeccg.nhs.uk. Kind regards, Allie Cusick
-
Review titled Service has declined steadily to an unacceptable level
Rated 1 star out of 5
by Simon Hopwood - Posted on 12 December 2022
Firstly, I must start by saying that the doctors at this surgery are, and always have been, on every occasion I have seen them, Excellent. Its therefore such a crying shame that the problems lie with the management of the practice, customer service side of things. Its been getting more and more difficult to get an appointment here now for a few years but has now become virtually impossible to even contact them, let alone get an appointment. There was at least, until recently the option to book an appointment on line via the NHS app, which was quick, easy and efficient. It didn't alter the fact that the waits for appointments were still very long but at least you didn't waste hours and hours trying to find that out! Like many reviews on here, I have been trying to make an appointment to see a GP for several days now. The NHS app simply says "No appointments available to book online at this time", contact the surgery direct. When you ring, you first have to listen to a couple of minutes of recorded speech about opening hours etc etc and then, when it finally gets to where you are supposed to be transferred to reception, it either plays a message saying "we cant complete your call right now, try later" or you just get cut off. I've lost count how many times I've now tried but I'm at my wits end. I work full time. I cannot afford to spend all day on the phone going round and round in circles. What's happened to the on line appointments booking? Why is there no explanation whatsoever? We are now living in a state of fear that what if something goes seriously wrong? The NHS constantly pump out information that we should be vigilant and see your GP if you find anything "suspicious or unusual" so as as to catch serious illness early. How can I do that when it is seemingly actually impossible to get an appointment with your own GP?
Visited December 2022
Review titled Mayfield Surgery
Replied on 15 February 2023
Dear Simon, 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 few weeks on our website, social media and in the practice. If it would be helpful to discuss this further, please don't hesitate to contact me and I have provided my contact details below. Kind regards, Allie Cusick, Operations Manager - alexine.cusick@stokeccg.nhs.uk or 01782 315654.
-
Review titled Unacceptable waiting times
Rated 1 star out of 5
by Anonymous - Posted on 21 November 2022
Trying to contact the practice by phone is completely impractical and an unacceptable level of service. This morning I have had to ring 9 times having been cut off 8 times and was on hold almost continuously from 08:19 to 10:13. If I was at work today I would not have been able to be on hold for so long, or if I was self employed, elderly etc; this would be potentially dangerous as people can not get help when needed. Once I got through, the receptionist could not tell me if the referral to a specialist had been made as the secretary was off; this dispute me seeing the GP over a month ago. The receptionist had no facts to tell me but “thought” there was a 12 week waiting time; my concerns have not been addressed. The waiting times on the phone has been an issue for many years. The process for telephone calls has not been changed and no resource moved or added to address this issue, despite me and other people complaining about it many times.
Visited November 2022
Review titled Mayfield Surgery
Replied on 15 February 2023
Dear |Patient, 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. I sincerely apologise for your previous experiences 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.
-
Review titled Flu Vaccine
Rated 2 stars out of 5
by Anonymous - Posted on 24 October 2022
When being administered with the flu vaccine, the nurse offered no information as to what the actual vaccine was. When questioned, she would only give a brand name, and refused to offer more details of the actual vaccine, or a patient information leaflet.
Visited October 2022
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Patient, I am sorry to hear of your experience. I will share your feedback with the nurse team for learning. 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.
-
Review titled Appointment System
Rated 2 stars out of 5
by Anonymous - Posted on 14 October 2022
Appointments what’s one of those, telephone or face to face????Having rang the surgery at 8am, as instructed, I was number 25 in the queue. After being in the queue for 35 minutes my call was terminated with the message ‘Sorry we are unable to accept your call right now please try later’ This happened a few times, when I gave up! I have been told by my oncologist to see my GP, it’s not an emergency but hopefully would be of great benefit to me. I have tried at various times to get through but had no luck. If everyone is told to ring at 8am only a handful are going to be fortunate enough to get the appointment they need, what about the rest of us???? To say that I am not happy about it would be a massive understatement, I am livid! The appointment system needs to be patient friendly not what suits the practice!
Visited September 2022
Review titled Mayfield Surgery
Replied on 31 January 2023
Dear Patient, 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.