Mayflower Medical Group
Stirling Road Medical Ctr, Stirling Road, Plymouth, PL5 1PLContact details and opening times
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Reviews
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Review titled Can’t fault the care I receive(d) !
Rated 5 stars out of 5
by Martin Goddard - Posted on 23 January 2024
I have a number of chronic health conditions and have always found the service and attention to be very good when I have needed help! I follow the eConsult protocol and have always received a prompt reply and if needs be get seen by clinicians and receive the treatment I need. When I have needed follow ups or referrals these too have been prompt and again the correct treatment received. This is my experience and as I say it’s very positive. The pharmacist department too have been extremely helpful in dealing with medication requests and when I needed to change providers. I have been to most surgeries in the group and the service level is consistent, friendly and supportive. I understand that there are pressures on the NHS and in particular GP services and people have their own experiences but this is mine and it’s positive. Thanks to all the staff!
Visited January 2024
Review titled Mayflower Medical Group
Replied on 24 January 2024
Dear Martin, Thank you for taking the time to provide your feedback and sharing your positive experience at Mayflower Medical Group. It is true that it is very challenging to meet the demand on primary care at the moment but all our teams work extremely hard to ensure our patients get the care they need. We provide in excess of 20000 appointments every month and our complaints ratio is less than 1% so we are always grateful when people share their positive experiences of our services because people are more inclined to comment when something has not gone well. We take the time to review all our feedback and learn from what we could do better but it is equally important to know what we do well to make sure we keep doing it. I will share your feedback with our staff as it is always good for morale during these busy times. Thanks once again, Kind regards, Jo Beniston Head of Clinical Governance.
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Review titled Terrible service
Rated 1 star out of 5
by Carol - Posted on 05 November 2023
I have done six online e.consoles with hardly any response from the surgery it say they will phone but never do The one time they did phone the doctor said I need a face to face appointment but when I requested one with receptionist they told me no appointments were available Terrible service from the practice who seem to not really care about the health and wellbeing of there patients and local community The e consol only being available during working hours is a joke and prescription request seem to get messed up with some tablets taken of so you have to go and use the telephone in the reception and spend ages explaining why you need the tablets that they removed for no reason from repeat
Visited November 2023
Review titled Mayflower Medical Group
Replied on 07 November 2023
Dear Carol, Thank you for taking the time to provide this feedback. I am Head of Clinical Governance at Mayflower Medical Group and I would be very happy to look into the issues you are having if you would like to contact me directly. You can contact me via our website under "Have your say" or alternatively email me at d-icb.mayflower.feedback.co.uk Yours sincerely, Jo Beniston, Head of Clinical Governance
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Review titled Apalling access-unable to get an appointment
Rated 1 star out of 5
by Mr FedUp - Posted on 07 August 2024
I rang at 8.20am on 07/08/24to hear a message stating the easiest way to obtain advice or treatment is to complete an e consult on the website. I went straignt to do this to only to see the message "The eConsultation system has now been switched off to allow clinicians to review and respond to all the eConsultations that have been received. The eConsultation system will be turned back on 8am the next working day. In the meantime, if you need medical advice please ring the Practice." I went to complete an econsult the following morning (as advised) and received exactly the same message! Why direct patients to an non functioning econsult service in the first place? I suspect it is to stop people phoning, surprise surprise it's impossible to get through on the phone. The only way to access a GP appointment is go into the surgery and then jump through the hoops of a computer set of questions asked by the (non-medical) Receptionist. Horrendous experience especially when feeling ill.
Visited August 2023
Review titled Mayflower Medical Group
Replied on 12 August 2024
We are finding that patients are using the old eConsult link and this is why you are getting this message. The team would be happy to help and investigate this further for you and check the link that you are using, please email the governance email address on - d-icb.mayflower.feedback@nhs.net Thank you, Mayflower MG.
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Review titled Unhappy with arranged doctors calls
Rated 3 stars out of 5
by Anonymous - Posted on 11 July 2023
Today is the second time in a fortnight I have waited in all day for an arranged phone call and nobody rings, you cannot get an appointment with a doctor and everybody says the doctor surgery is always empty, what are the doctors actually doing. I will in future refuse a phone appointment and ask the operator for a appointment with a doctor whilst the operator is speaking to me, I will probably be told she cannot do that.
Visited July 2023
Review titled Mayflower Medical Group
Replied on 13 July 2023
Dear Patient, Thank you for taking the time to give feedback and I am sorry that you did not have a positive experience. To allow me to investigate the particulars of the issues encountered, I invite you to log your complaint via our online form which can be found on our website under “Have your say” or send an email to d-icb.mayflower.feedback@nhs.net We have a team dedicated to improving the experience of our patients, so we are keen to understand what happened. Yours sincerely, Jo Beniston Head of Governance and Improvement
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Review titled Practise
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
I am writing this in hope of a reply I am 75 and have a problem with my hip I have had this before some time ago and then had a injection in the surgery is this service still available can get no answers and am in a lot of pain.
Visited May 2023
Review titled Mayflower Medical Group
Replied on 23 May 2023
Dear Patient, I would be very happy to help you. We do still offer joint injections and you would probably need a review to confirm that your condition is still suitable. You can contact us by submitting an econsult or phoning the surgery on 01752 982200. We apologise in advance for any delay in answering at busy times. Econsult will go straight to the clinician for triage. If you have any problems please send an email to my team at d-icb.mayflower.feedback@nhs.net or use the online form on our website under "Have your say" providing your contact details so we know how to contact you. Yours sincerely, Jo, Head of Governance and Improvement.
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Review titled I thought the receptionist was joking!
Rated 1 star out of 5
by Anonymous - Posted on 16 May 2023
Today, after collecting my 12 year old daughter from school who had been sent home with severe earache we presented ourselves at Sterling Road surgery as we were unable to book an online appointment. The surgery was quiet, no-one else in the waiting room. I explained the situation to the receptionist who advised me that to book a 'Push Doctor' appointment, I was required to call the surgery who would then give me a code to go ahead and book this online appointment. To be honest as it was blatantly an issue with her ear it was appropriate for a GP to have a look themselves; but I suppose there is a process to follow. So I am stood in an empty surgery being told to go home and call and if I called before 2pm my daughter would be seen as she could see there were afternoon appointments. She claimed the phone lines were quiet. So go home and call the place I am currently stood in??!! I honestly thought she was having a joke with me. Anyway, I stepped outside the surgery and dialled the surgery number, and continued to do so (handsfree) on the car drive home and for a further half an hour at home; the line was constantly engaged! So I reluctantly called an overstretched 111. The lady on the end of the phone was so helpful, gave great advice and booked a clinician to call back within 2 hours. It's unfair to say this is a dreadful surgery, because once you get through all the bureaucracy, the nurses and doctors are amazing! It's a pity you don't get to see them face to face very often. I am seriously considering my future with Mayflower Medical, particularly Sterling Road Surgery. I am appalled by lengthy and complicated procedures which are not for the best interests of their patience.
Visited May 2023
Mayflower Medical Group has not yet replied.
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Review titled Disgraceful
Rated 1 star out of 5
by DPM - Posted on 11 April 2023
Used to have Livi which was great for seeing a GP as you could never see one in surgery. Right before bank they cut Livi as i would say most people used this rather than going through the and speaking to surgery and all the iron chains., so prob costs made them get rid of this, roll in push doctor, you now jave to speak to surgery before getting one of these appointments, so basically you can never get through to surgery, so effectively you have no gp. Was told today if i got my e-consult in before 2pm would be called back this evening by 6 or in the morning, or if they didnt i could redo the e-consult and start again, by a receptionist, who didnt really seem to care and it was nearly 6 she said with glee. Suprise nobody called, explained i have astma and needed a new inhaler absolutely no care, towards patients.
Visited April 2023
Review titled Mayflower Medical Group
Replied on 21 April 2023
Dear DPM, Thank you for your feedback. I am sorry to hear you have had this experience. It would be helpful if you could contact us via our online form on our website under "Have your Say" or by email at d-icb.mayflower.feedback@nhs.net We will then be able to look into your issue and resolve it. Access to the online doctors service such as Livi or PushDr are now via the surgery in order to maintain equity for all patients. We have recently implemented new processes that means improved access for all patients. Once again, if you contact us via the methods above, we will be able to understand your issue and resolve it. Yours sincerely, Jo, Governance and Improvement Team
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Review titled Are you going to let a blind man go deaf?
Rated 1 star out of 5
by Dan W - Posted on 07 April 2023
The surgery is horrendous!! I am blind have an ear infection with 80% hearing loss, took them 2 weeks to call back then booked an appointment for me a week later. The course of anti-biopics weren’t enough and after 5 days where the issue wasn’t gone I asked for some more and received an email to say that someone will call you but and we expect to do this on the 18th April but may take longer due to bank holidays. By then the infection will be rife and more hardy to treatment - how difficult is it to pop a prescription through electronically for ear spray? It’s me t like I’m asking for morphine. My wife is a nurse and we have friends who are doctors etc, I’ve had my ear re-examined with a special camera and have images but cannot get a GP to prescribe a simple spray. I’m now practically blind in both eyes and deaf in one ear! I’d imagine this will all continue until we all embrace privatisation - let’s face it, tgey know we wouldn’t until things hit rock bottom!
Visited March 2023
Review titled Mayflower Medical Group
Replied on 11 April 2023
Dear Dan W, Thank you for taking the time to provide this feedback. I am sorry that you have had this experience. Please can I ask that you contact me at d-icb.mayflower.feedback@nhs.net or via our online form on our website under "Have your Say" then I will be able to look into your case and ensure you get the support you need. I want to assure you that here at Mayflower Medical Group we are currently implementing improvements for patient access and you should start to notice a difference in the coming weeks. In the meantime, I am happy to look into your issue so please contact me as soon as possible via one of the methods stated above. Your sincerely, Jo, Governance and Improvement Team.
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Review titled Pensioners
Rated 1 star out of 5
by Anonymous - Posted on 02 June 2023
I am a relative of 2 patients in Stirling Road surgery they are not treated well at all they are pensioners and they do not have the internet and i am not always available to book appointments on there behalf but when an 82 year old man is standing in the surgery begging for an appointment Nest time please help him he was met with "do not call 111 in surgery hours go home and a GP will call you " they didn't I then had to call the surgery and beg for help he then ended up in hospital after someone finally call for an ambulance next time put patients on a list for the GP/nurse to call back so then your patients with respiratory problems are seen "please please remember not all pensioners have they internet to be able to book their appointments "
Visited March 2023
Review titled Mayflower Medical Group
Replied on 07 June 2023
Dear Relative, Thank you for taking the time to provide this feedback and I am sorry that you have cause to raise this concern. Unfortunately, I am unable to look into the issues specifically without the patient details. I would therefore ask you to contact me directly at d-icb.mayflower.feedback@nhs.net or via "Have your say" on our website. We have recently implemented improvements to patient access which involves using econsult wherever possible. However, patients can still contact us by phone also. We encourage everyone to use econsult who is able to do so, in order to reduce waiting times for people who do not have access to the internet. We do not book appointments at reception as we have a total triage approach to try to ensure that the service is equitable for all. I would appreciate the opportunity to understand the context of this situation and would ask that you get in touch with me as above. Yours sincerely, Jo, Head of Governance and Improvement
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Review titled Terrible, worst Dr's surgery I've ever had to deal with
Rated 1 star out of 5
by Anonymous - Posted on 21 February 2023
It's almost impossible to get any kind of help from this surgery. If you have an issue that can't be dealt with by a livi video appointment, you have no chance of actually seeing a Dr. I've been trying for days to see someone, 111 have told me I need to see a Dr, the pharmacist has said I need to be seen, ive spoken to the 'gate keepers' at the surgery multiple times, been promised call backs that haven't happened. Terrible service, rude staff, I can not understand how they were classified as 'good' recently. Nothing has improved.
Visited February 2023
Review titled Mayflower Medical Group
Replied on 27 February 2023
Thank you for taking the time to provide this feedback. We are sorry that you have had this experience. We would like to look into this matter further and resolve it for you. Therefore, please could you contact us either by email on d-icb.mayflower.feedback@nhs.net or complete our feedback form on our website under "have your say" We are committed to continuous improvement and act upon the feedback we receive from our patients so we hope you will take the opportunity to send your feedback to us directly. Kind regards, Mayflower Governance & Improvement Team