Pembroke Medical Group
Pembroke House Surgery, 266 Torquay Road, Paignton, TQ3 2EZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Awful Service
Rated 1 star out of 5
by Anonymous - Posted on 07 October 2024
At the end of August I filled out a Klinik form, hoping to get an appointment booked for a health concern I have. I also specified that, due to work, I wouldn't be available to answer my phone during the hours of 9-3 Mon-Fri. I then got a text from Pembroke asking me to book a blood test prior to a telephone appointment. I did this for a few weeks back, and was told the doctor would discuss the results with me over the phone. I was then told the telephone appointment was going to be Monday 2pm, and there was no option to reschedule this, even after specifying that I was not available. I then rescheduled my other commitments to take the call, only for it to be 15 mins late, and for the unhelpful doctor to tell me that I need to take my blood pressure at home for 7 days before giving it to doctors. When I asked how I do this, given I don't have a monitor at home, she told me to go buy one. I also mentioned my blood test, and she told me the results were average - no more detail or explanation. Then she hung up. I waited 6 weeks for a 2 min phone call only to be told information that could have been texted to me originally?! I've also had several other bad experiences with this doctor's surgery, and the people I've told about these experiences have been shocked at the poor service and ignorance of staff there. And I know the NHS are under pressure, but they could at least try to be polite and helpful. Especially after patiently waiting 6 weeks. I would not recommend this surgery to anyone - avoid if possible.
Visited October 2024
Review titled Pembroke Medical Group
Replied on 21 October 2024
Dear patient, Thank you for your feedback. We are sorry to hear of your unsatisfactory experiences. If you would like to contact us by email at enquiries.pembrokehouse@nhs.net we can investigate your concerns further. Thank you in advance.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 22 October 2024
Yesterday (a Monday) submitted at 8.15 am a Klink online GP Consultation request. Received call from surgery within the hour and an appointment made for late morning. Impressive! Thank you.
Visited October 2024
Pembroke Medical Group has not yet replied.
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Review titled Worst Doctor In Torbay
Rated 1 star out of 5
by Anonymous - Posted on 19 August 2024
I sent a Klinik request in and ticked the box that said only to email me as a method to contact me but they then phoned. I emailed to say I preferred an email and they texted. I rang to ask what the problem was and they said they didn't have any records and did not know the reason. I spoke to a Doctor and asked for my notes to be updated and the doctor said they were not able to do this. I asked about a medication and they said they do not know the answer. I went and asked about a physical examination they have requested and they instead tested me for blood pressure. When I rang to ask the reason I waited 40 minutes to get through and then I was cut off.
Visited August 2024
Review titled Pembroke Medical Group
Replied on 20 August 2024
We are sorry to hear of your recent experience. Unfortunately we are unable to investigate this for you anonymously. If you would like to contact us by email at enquiries.pembrokehouse@nhs.net we would happy to look into this further for you.
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Review titled Shocking!
Rated 1 star out of 5
by JNB - Posted on 22 August 2024
Cancelling prescriptions without speaking to the person who requires them first, very poor practise procedures.
Visited August 2024
Review titled Pembroke Medical Group
Replied on 27 August 2024
We are sorry to hear of your experience. If you would like to contact us by email at enquiries.pembrokehouse@nhs.net then we can investigate your complaint further. Thank you in advance.
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Review titled Poor service , rude nursing / hca
Rated 1 star out of 5
by Anonymous - Posted on 09 August 2024
Had to book my yearly check online ( I do not have time to wait in a queue for 40 mins for the phone to be answered ) , hca then says rudely you should have booked a longer appt ! My slot was for 10 mins , within that time she had done everything that was needed . Why did she need longer, ??that would have given her more coffee time !! No wonder appointments are like gold dust ! The whole system needs looking at. It’s almost impossible to see a Dr , staff are rude ( not all ) receptions tell you , well we have nearly 30k patients .. simple answer don’t take anymore on when you cannot care for those you already have on your books
Visited August 2024
Review titled Pembroke Medical Group
Replied on 12 August 2024
We are sorry to hear of your experience and would be happy to investigate this further for you. Please contact us by email at enquiries.pembrokehouse@nhs.net so that we may look into this for you.
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Review titled Horrible place
Rated 1 star out of 5
by Anonymous - Posted on 12 July 2024
Just got back from here with a very upset partner. She already had to wait 2 weeks for a other doctor to call her as she missed a call from the last so had to resubmit a very long online form to get a other call. Doctor calls eventually and also said she needs a blood test and diabetic checkup, there is a slot with a nurse at Parhkill tomorrow in the morning, great all booked. Today turn up and let reception know she is here for the blood test only to be told oh the appointment is at Pembroke in Paignton. No it wasn't it was confirmed to be in Torquay! On asking is anyone free to do it as it's important she gets told no even though there are 3 nurses standing around in the reception area drinking tea doing nothing and no one in the waiting area. She asked any space now in Pembroke and will get a lift over to be told no there is nothing now for 2 more weeks! Going to both change as this place has gone downhill massively, no doubt this review will get a standard copy and paste reply explaining you have online Klinik system that helps and have a new phone system installed in May 2023 bla bla, seen on all the other reviews before. How about you actually invest in caring for people in your care and invest in training people to do bookings correctly and not make people feel bad when the issue is your mistake in the first place
Visited July 2024
Review titled Pembroke Medical Group
Replied on 17 July 2024
We are sorry to hear of your experience. If you would like to contact us by email at enquiries.pembrokehouse@nhs.net we would be happy to investigate this incident for you.
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Review titled Nightmare online service.
Rated 1 star out of 5
by B65 - Posted on 17 June 2024
The online triage service seems to be a one shoe fits all service. There is no way of saying that you are disabled on the online triage. Online triage is hardly followed up. My essential weekly prescription is often not available on time. I am left having to get advice from 111 due to being wrongly triaged. Dreadful service.
Visited June 2024
Review titled Pembroke Medical Group
Replied on 19 June 2024
Thank you for your feedback. We are sorry to hear that you are unhappy with our clinical triage system. We operate a clinically led triage system which ensures that all requests for consultation will be screened by a GP and appointments will be offered based on clinical urgency. Ultimately this should provide improved accessibility for patients as, once you have made a request for a consultation, your request will be clinically triaged and you will be contacted by our team to organise an appointment with the appropriate healthcare professional within our team. The current demand on General Practice means we have to triage every request we receive, so we can prioritise those who need the most urgent help, in order to keep all our patients safe. Unfortunately, this means at times of particularly increased demand, the wait for a routine appointment can be 4-5 weeks. This remains below the national average. We are sorry to hear that you have had a problem with your weekly prescription and would encourage you to contact us at enquiries.pembrokehouse@nhs.net so that we may look into this for you.
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Review titled Very poor booking system for appointments
Rated 1 star out of 5
by Anonymous - Posted on 18 June 2024
Why cant we book a head 22 in line get through after being cut off to be told no appoitment try again tomorrow I am retired so have more free time others cant get every day off to go through booking system need pre booked days. We used to be able to do this then Covid came along.Thank god for 111 and out-patiants
Visited June 2024
Review titled Pembroke Medical Group
Replied on 19 June 2024
Thank you for your feedback. We are sorry to hear of your experience when accessing our services. We understand that there are often long waiting times on the telephones to make an appointment. This is due to the high call volume which we are trying our best to get through as quickly as possible. Our receptionists answering the telephones are constantly seeing over 35 patients in the queue. We were used to seeing numbers like this at 8.00am in the morning but we are now seeing numbers like this all day, every day. Please be assured that we are trying our best to get through the calls as quickly as possible. We operate a clinical triage system. This means that all requests for consultation will be screened by a GP and appointments will be offered based on clinical urgency. Ultimately this should provide improved accessibility for patients as, once you have made a request for a consultation, your request will be clinically triaged and you will be contacted by our team to organise an appointment with the appropriate healthcare professional within our team. The easiest way to request a consultation is online and this will avoid long waits on the telephone. However, if you do not have access to the internet you can contact our reception team on 01803 553558 and they will submit the request on your behalf by gathering the appropriate information from you. Unfortunately, once our appointments are fully booked, we are not able to create more. We have a multi disciplinary clinical team and we are offering as many appointments as we are physically able to whilst remaining safe. If we cannot offer an appointment at a time you want, we will try to provide an alternative where possible or signpost you to other services who can help.
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Review titled Disastrous communication system
Rated 1 star out of 5
by John Baines (31/08/1938) - Posted on 18 April 2024
Attempting to get a consultation about a problem via 'Klinic' - no other way accessible. Told I would get a response giving an appointment within 2 weeks - is that 2 weeks to response or 2 weeks to appointment? I cannot find any access to your web system at this time (not even to leave a message/question). In any case, 2 weeks to response is totally inefficient and unacceptable and 2 weeks to an appointment is also unacceptable. I will be honest in that if/when one gets through the obstacle course, the service works.
Visited April 2024
Review titled Pembroke Medical Group
Replied on 22 April 2024
Klinik can identify a primary health issue, recognise its urgency and direct the patient to the right point of care in the most appropriate timescale. It is a registered medical device with a unique algorithm that interprets the patient’s symptoms, into a set of differential diagnoses and estimates the urgency of the care needed. The depth of information that the system gathers from the patient is a crucially important part of this. It also provides important background information for healthcare professionals and enables proactive interaction with the patient immediately. It will help us to provide a much fairer patient experience as it removes barriers to accessing healthcare. Appointments have traditionally been booked on a “first come first served basis” meaning that sometimes patients with an urgent clinical need may have been asked to “call back tomorrow” once the on the day capacity had been reached. The Klinik system will help us to triage based on clinical urgency rather than the time of day that the request was made so if your clinical need is more urgent than someone else, your need will be prioritised. On completion of a submission, you will receive an automated response advising you that your request has been received by the practice and that if the clinical triage decision is that a routine appointment is appropriate then the practice staff will contact you within 2 weeks in order to organise a routine appointment for you. Those patients deemed by a clinician to need immediate attention will be contacted on the day of submission. Pembroke Medical Group has an increasing multi-disciplinary team of clinicians, the GP led care navigation team may direct you to a GP, Nurse Practitioner, Clinical Pharmacist, Physiotherapist, Paramedic, or Social Prescriber depending on your clinical need. Triaging requests using the online tool ensures that we match the appropriate clinician within our team to the patient need. The current demand on General Practice means we have to triage every request we receive, so we can prioritise those who need the most urgent help, in order to keep all our patients safe. Unfortunately, this means at times of particularly increased demand, the wait for a routine appointment can be 4-5 weeks. This remains below the national average. There are times when we will not have an appointment to offer you, this is not the service we strive to offer, but we, like many other Practices in the UK, are struggling to meet the current level of demand for our services. We will continue to do our best each day to deliver as many appointments as it is safe to do so. Ultimately, we do not have unlimited resources and are currently working to maximum safe capacity. We are working extremely hard and we can guarantee that the staff and doctors at the practice will continue to work as hard as they can to deliver the best service they are able to provide within the limitation of the resources at our disposal.
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Review titled Great Doctors
Rated 5 stars out of 5
by Deanna Royle - Posted on 15 February 2024
DR Nation was wonderful. Very caring and did everything to help. I now have a plan health wise going forward. Couldn't have been better. Very satisfied. Thank you
Visited February 2024
Review titled Pembroke Medical Group
Replied on 20 February 2024
Thank you for taking the time to provide this positive feedback for Dr Nation, your comments will be shared with her.