Macklin Street Surgery
90 Macklin Street, Derby, Derbyshire, DE1 1JXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Get a Doctor you can see
Rated 1 star out of 5
by Mrs Phillips - Posted on 11 October 2023
After being with this surgery for 30+ years I feel it’s time for me to change Doctors. The Doctors and Nurses are great if you can get an Appointment! I have found it absolutely impossible to get an appointment for my granddaughter to see a Doctor. I have repeatedly called to get an appointment but always met by the most rude and discourteous Receptionists always moaning telling me all Urgent appointments are taken for today and I can only offer you an appointment for 2 weeks today No Other day must be exactly 2 weeks to the day which are also all booked! Then being told to phone again tomorrow and maybe you will be lucky to get an appointment. This would mean I have to keep my granddaughter off school only to be told exact same thing the next day and the next day………... Please, please, don’t try and tell them you don’t want an Urgent Appointment just an appointment with a Doctor for Any day will do! You will then have to listen to them moaning what a busy surgery this is and they only have so many urgent appointments and can only book appointments for 2 weeks to the day. It’s not their fault whinge whinge and more whinging. I have many friends who had Doctors in the Allestree area who say how lovely the receptionist are and always helpful to book an appointment with a Doctor which doesn’t have to be 2 weeks to the day you call! Maybe the grass will be greener
Visited September 2023
Review titled Macklin Street Surgery
Replied on 17 October 2023
Thank you for taking the time to write in with your feedback. I'm sorry that you have had issues with getting an appointment for your grand-daugther. Unfortunately, we like many other surgeries are still suffering from the lasting impact that Covid-19 has left on the NHS. Demand on the NHS at the moment is at a all-time high, and we do our best to offer as many appointments as we safely can within a day. Whilst we would love to be able to offer every one of our 12,000 patients an appointment as soon as they need it, we cannot do this under the current pressures. We do offer alternative appointments for 2 weeks in advance, unfortunately there are only so many of them and they do go quickly, we offer out of hours calls with our Hub GPs and there are multiple other resources available to you. We are doing everything we can within our power and resources to deliver a high level service - but alongside the rest of the NHS are suffering from pressures and restraints which we cannot control. I will listen to the calls that you have made with reception, to highlight any areas for training.
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Review titled Brilliant practice manager
Rated 5 stars out of 5
by Brian Hermiston - Posted on 11 September 2023
Just changed my elderly mum’s GP practice to Macklin St. surgery from one of the worst surgeries (not named here but the press had reported on them). The Macklin St. practice manager and her deputy are incredibly approachable , helpful and responsive on the run up to swapping surgeries. This comment made on the basis of multiple communications - so not a one off experience. On the 4 times I’ve been into the surgery , the reception team have been friendly and helpful…… and they smile! What a breath of fresh air. My mid day telephone calls have also been answered quickly and efficiently. The first appointment with a doctor to get mums repeat prescriptions sorted out was arranged quickly, unhurried and the doctor genuinely compassionate , honest , pragmatic and helpful. Such a change from the my mum’s last surgery. Thank you!
Visited July 2023
Macklin Street Surgery has not yet replied.
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Review titled Excellent care and guidance at critical point
Rated 4 stars out of 5
by Anonymous - Posted on 27 July 2023
Having identified a problem with my xray, one of the doctors called me out of hours and asked me to go down to the surgery that evening to see her. She gave all the time my wife and I needed to discuss my cancer and further tests. She immediately referred me to the Thoracic Consultant Surgeon. Three months later the cancer was gone. This is a very personal note and I will always remember the deep and attentive medical care I received to get treatment underway with haste.
Visited July 2023
Review titled Macklin Street Surgery
Replied on 28 July 2023
Thank you for taking the time to write to us. It means alot to us in a world when complaints become common, when a patient takes the time to highlight a positive experience. I will ensure this feedback is sent out, so that the team can see. Thank you so much.
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Review titled Difficult to get an appointment, but great team of doctors
Rated 4 stars out of 5
by Anonymous - Posted on 16 February 2023
On many occasion I have rung the practice at 8am precisely, only for the phone to ring, and then cut out. Over and over I will redial for the same thing to keep happening. 30 minutes later after finally managing to get through to a queue I am told there are no more appointments. On other occasions I have been unsuccessful in getting through at all. The four occasions I have been able to make an appointment, the team were very professional, and the GP's caring and thorough. They didn't rush me or make me feel like I was wasting their time. They have encouraged input into the care asking what I feel like I need, and listened. Referred me to other services as needed quickly whilst managing expectations. Other than the difficulty obtaining an appointment, it seems quite difficult to get follow up appointments. That may be down to my lack of experience with GP surgeries however if this is the case, it should be explained better by the GP how and when to book a follow up appointment. The other downside would have to be the reception team. I have had occasions where I have needed an appointment, been unable to get through on the phone, and gone to the door to be told try again tomorrow, or appointments can only be made by phone. I understand the covid regulations however on numerous several occasions I had no phone available to make a call. I was not pointed in any other direction of where to receive help. Most recently, I tried ringing at 8am, could not get through on the phone, the call constantly dialing out. At 8:45 I gave up and made my way to the walk in center hoping to be seen, due to staff shortage I was redirected to the GP. Went to the surgery to ask in person as I could not get through on the phone, to be told no appointments available, try again tomorrow, and that the surgery was only open half the day. Redirected to the walk in center (where I had already been) and ended up going to a&e to be seen. The practice would benefit from the online system being reintroduced to be able to email, or book appointments online to free up the phone line. Strongly considering leaving the practice for one that is running their online systems as these seem to be more efficient from experience.
Visited February 2023
Review titled Macklin Street Surgery
Replied on 21 February 2023
Dear patient, thank you for taking the time to write your feedback. It's good to hear that you have found the team to be professional and helpful. I'm sorry to hear that you have experienced issues in contacting the practice for an appointment. Unfortunately, demand on general practice at the moment is at an all time high. We have been hit with substantial staff sickness from the top all the way down which effects the service we can offer. I can assure you that we are doing everything we can to recruit so that we have more staff to tackle the raising demand. We do plan on turning our on-line booking system back on in the future, however with less appointments to offer due to a severe lack of GPs, this isn't something we feel we can do currently. In the event you cannot get an appointment at the surgery, you can contact 111, attend the walk in centre, speak to a pharmacist at one of the local pharmacy's. Thank you again for raising your feedback.
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Review titled Helpful and caring reception staff
by LooLoo - Posted on 12 January 2023
I have lost my voice due to a respiratory infection and needed a sick note. I can't call on the day as advised. Reception staff were very understanding and listened to my needs and provided me with a solution, ensuring I would be contacted to keep me informed and if required would open up a text contact so that I could respond if needed. All was sorted quickly and efficiently. Thank you
Visited December 2022
Provided by Care opinion
Macklin Street Surgery has not yet replied.
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Review titled Amazing service
Rated 5 stars out of 5
by Anonymous - Posted on 17 October 2022
I phoned at 8am on a Monday and didn't expect to be able to speak to a GP as I know it's a really busy time. Not only did I speak to a medical student with the GP listening on speaker phone, I was offered an appointment that same morning. Wonderful service, thank you so much
Visited October 2022
Macklin Street Surgery has not yet replied.
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Review titled great receptionists
Rated 5 stars out of 5
by Robert Meakin - Posted on 04 October 2022
whilst waiting to see my doctor i observed the receptionists at work. They were always kind, calm and sensitive to the needs of clients. Not an easy job but done brilliantly.
Visited October 2022
Macklin Street Surgery has not yet replied.