Mayflower Medical Group
Stirling Road Medical Ctr, Stirling Road, Plymouth, PL5 1PLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Difficult to Engage With
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2024
I have waited on 'phone for 1 hour ++, only to be told "try again tomorrow". It is difficult to access to access repeat perscriptions, advice and certainly not an actual appointment . I consider this practice to be branded as dangerous. It has already led to an emergency admission from A&E at Derriford hospital.
Visited September 2024
Review titled Mayflower Medical Group
Replied on 07 October 2024
In order for us to investigate your comment, please could you reach out to - d-icb.mayflower.feedback@nhs.net. Mayflower can audit the calls with the number that you have called on, to see what had happened. The group have a specific line for the pharmacy team and a phone at site, should you have any prescription queries, so that you can speak with a member of the pharmacy team, who would be happy to help you. As a patient you can also download the NHS app that can help with medication that might require you requesting more or checking the progress of any requests. Mayflower are working with our social prescribers to provide patient support to get the NHS app set-up on your mobile devices, should this be an option for you. Further details will be shared with our patients regarding this. Thank you.
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Review titled Poor Service
Rated 1 star out of 5
by Jackie - Posted on 11 September 2024
My self and my husband had txt messages to say we are due flu vaccinations. I was able to book mine at our local surgery. However my husband was given a different surgery but there were no appointments available. When I tried to phone to make an appointment for him at our local surgery as there were lots of appointments available. The recorded message took me through the procedures then as in previous reviews all our agents are busy try again later. By all accounts this has been going on for some time and not been rectified as stated in previous responses. Very poor service by current providers who promised things would improve when they took over.
Visited September 2024
Review titled Mayflower Medical Group
Replied on 07 October 2024
Thank you for your feedback regarding booking a flu vaccination. The surgeries reached out to our patients with a link to be able to book an appointment direct rather then call or visit the surgery. This was booked in anticipation for the deliver of the vaccines. If you are under the criteria for a flu vaccine then a link would of been sent to book the appointment.
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Review titled Should not be allowed to call themselves a medical practice!
Rated 1 star out of 5
by Peter Mallard - Posted on 28 August 2024
I have tried to contact my local surgery by phone approx 15 times at various times of the day from 08.00 onwards. I am taken through the "phone menu"only to be told that all of the call handlers are busy, phone back later. The call is then terminated, I am not put on hold, just cut off! I have just tried to do an econsultation at 08.30 am this morning, the service is offline....why?...... the site says (copied and pasted) "The eConsultation system is currently offline to give our clinicians time to review and respond to all submitted consultations." It seems to be impossible to contact these so called professionals.
Visited August 2024
Review titled Mayflower Medical Group
Replied on 07 October 2024
Dear Mr Mallard, Mayflower are sorry to hear that you have not had a positive recent experience at the surgery. Mayflower have recently had a new phone system installed and we are continuing to work in the background to make tweaks. There is a limited number of calls that can hold in the queue. This was following feedback from patient's waiting or being placed on hold. They did not want this as an option. There is the option of a call back that allows you to be called when you are front of the queue. Mayflower are working with the new provider and our eConsults are being extended in regards to the opening hours, the only reason it will close is due to the volume that has been received. It means that the clinical team have time to review, assess and triage what has come through and avoids any delays to our patients. As a patient you can reach out to us in other ways, should you be able to. if you would like further information, then please email d-icb.mayflower.feedback@nhs.net. Thank you
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Review titled Awful!
Rated 1 star out of 5
by Anonymous - Posted on 08 August 2024
Awful practise, tried completing an econsult all week. They open at 8am I tried at 8am 08.01, 08.07, 08.14, 08.19 not available, went into the surgery it's self to be told they turned them off at 08.20, I have photo proof that they didn't open at all. I have also tried to call but get "all of our agents are busy dealing with other patients, please call back later" and then the call drops!! Asked to speak to the practise manager, got their name however the only way to contact her is by phone, however I cannot get through!!
Visited August 2024
Review titled Mayflower Medical Group
Replied on 12 August 2024
Dear patient, Thank you for raising your concerns. Mayflower are often finding that the old eConsult link is being used, which is why you are getting this message. If you would like to contact us direct, we can check this link for you. Our governance email address is- d-icb.mayflower.feedback@nhs.net. The phone calls being dropped has been investigated by our digital lead and the phone queues have been updated with the provider, following a previous report of this issue. This should not be the case going forward. Thank you Mayflower MG.
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Review titled Not fit for purpose.
Rated 2 stars out of 5
by Disgruntled Patient - Posted on 08 August 2024
Advised to book appointment cannot do this over phone need to do e-consult. Every day this week the e-consult facility has been offline when I have attempted to do it. Ring the surgery to be told by automated everyone is busy call back later call disconnects. No wonder the ED is heaving with people wishing to see a Dr. Things were supposed to improve since been taken over however it is getting progressively worse!
Visited August 2024
Review titled Mayflower Medical Group
Replied on 12 August 2024
Dear patient, Thank you for raising your concerns. Mayflower are often finding that the old eConsult link is being used, which is why you are getting this message. If you would like to contact us direct, we can check this link for you. Our governance email address is- d-icb.mayflower.feedback@nhs.net. The phone calls being dropped has been investigated by our digital lead and the phone queues have been updated with the provider, following a previous report of this issue. This should not be the case going forward. Thank you Mayflower MG.
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 07 August 2024
Today I attempted to make an appointment with a gp. Recently I received an email stating that an appointment could be made either in person or over the telephone. This is not true as I tried to make an appointment only to be told that I would have to do an e-consult which was closed when I attended the surgery. Why? I have not had an appointment with a doctor since the start of the Covid outbreak however I do now require one. I have a lot of pain which I have tried to stop with the assistance of the local Pharmacy to no avail. I have been advised to submit an e-consult in the morning of 8/08/24 at the reception which is not exactly private so why did a text get sent to say phone or in person when this is not the case.
Visited August 2024
Review titled Mayflower Medical Group
Replied on 12 August 2024
Dear Patient, thank you for taking the time to leave a comment. In order for us to investigate the concerns that have been raised, please can you email our governance inbox - d-icb.mayflower.feedback@nhs.net Thank you, Mayflower MG.
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Review titled Unfit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 09 July 2024
Absolutely atrocious service - a Kafkaesque nightmare of unfeeling bureaucracy, seemingly deliberately designed to lock consumers in a funhouse maze of automation. Repeated dead ends in the phone system options, random cancellation of medications with no warning, strange time limits concerning what services are available at what time. If this review seems overly dramatic, note that I’m currently withdrawing from my medication (their fault), and also stuck in a phantom zone loop of phone options, some of which lead nowhere, forcing me to hang up and try again. Note that it doesn’t have to be like this - I changed GPs due to moving home, and my last place was fantastic.
Visited July 2024
Review titled Mayflower Medical Group
Replied on 22 July 2024
Dear Patient, We are sorry to hear of your recent experience. Mayflower have moved across to a new telephony provider, following our feedback from patients. If this is a recent experience it is important to inform us of your details, so that an audit can be undertaken. This would be the same for your medication and time limits, as this is not clear in regards services and what you mean by this. If you could email our governance email address and our team would be happy to investigate- d-icb.mayflower.feedback@nhs.net
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Review titled Unacceptable
Rated 1 star out of 5
by Liz Anstey - Posted on 26 July 2024
It is now 3.20pm on Friday afternoon and I have just tried to respond to a text, reminding me to phone in and make an appointment for a health review of my condition. The message I heard was as follows: "This is Mayflower Medical Group. Our surgeries are all now closed. Our opening hours are 8.00am - 6.00pm. We are closed at weekends and on all Bank holidays. If you have a medical emergency, please ring 999." Then the line went dead! I repeat: This was at 3.15pm on a Friday!!!!!
Visited July 2024
Review titled Mayflower Medical Group
Replied on 12 August 2024
Thank you for leaving a comment on our page. Our opening times are 08.00-18.00 and Mayflower have not had reports of this issue, until now. We will raise this with our digital lead to review this date you have written in the comments. if you would like this feedback to you direct then please reach out to our governance email address - d-icb.mayflower.feedback@nhs.net Thank you, Mayflower MG.
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Review titled No improvement
Rated 1 star out of 5
by Caroline - Posted on 24 June 2024
I rang the doctors phone number at 8 this morning and was lucky enough to be no 1 in the queue. 45 minutes later having not been answered I got in my car and drove to the surgery in sterling road with my phone still on hold, no 1 in the queue. The receptionist was sorry but unable to help. I have an ongoing injury of 4 weeks with no help from anyone. What an appalling service. I was told they have made staff cuts of 30%. This practice was taken over in April, I didn’t think it could actually get any worse, but it has. Just left me totally frustrated.
Visited June 2024
Review titled Mayflower Medical Group
Replied on 01 July 2024
Mayflower MG are sorry to hear of your recent experience. We would be happy to look into this further for you as it sounds as though there might of been a glitch in the phone system, if you were number 1 in the queue, you should have been answered in a much quicker time frame. For an appointment request you can complete an eConsult and this will be triaged and you will be care navigated to the most appropriate appointment, whether that is with a GP or another allied health professional. It is important for us to review and be able to put measures in place going forward. You can reach out to the governance email address on - d-icb.mayflower-governance@nhs.net.
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Review titled Worse practice
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2024
I have been calling the surgery for an appointment after receiving bad blood results and after speaking to my Dr at my work place ,who is concerned that I hadn't started treatment yet has emailed my surgery. I was advised to call my surgery again to mention the email that has been sent and to reviewed immediately but the receptionist was not helpful at all and couldn't offer any appointments. Lack of patient care at Stirling Road surgery. I would not recommend anyone to attend this surgery and I will be taking this further.
Visited June 2024
Review titled Mayflower Medical Group
Replied on 01 July 2024
Please contact the governance team email address so that we can audit and investigate the comments that you have made above, d-icb.mayflower-governance@nhs.net. Thank you Mayflower Medical group.