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 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
Pembroke Medical Group has not yet replied.
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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.
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Review titled poor response
Rated 1 star out of 5
by Anonymous - Posted on 15 January 2024
today I spoke to doctor over the phone and she decided that I needed an urgent blood test to assist in her diagnoses , she put the call through for a booking but after a wait of over 20 minutes the call was unanswered by the front office. If they don't answer the doctors phone what chance has the rest of us.
Visited January 2024
Review titled Pembroke Medical Group
Replied on 23 January 2024
Dear Patient Thank you for your feedback. We are aware that our telephone lines remain extremely busy and we apologise that you have had a long wait on the telephone. We invested in a new telephone system in May 2023 which has already reduced our call waiting times. We also hope that as more patients make their requests for consultation online this will reduce the number of incoming calls and waiting times further.
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Review titled Polite and helpful receptionist
Rated 4 stars out of 5
by Joanna - Posted on 22 December 2023
I had a call back 2 weeks after submitting my Klinik e-consult about a non-urgent ailment. The receptionist called to let me know that my information had been reviewed, and offered me an appointment with a doctor for the next day (if I wanted it), which I was unable to make. She was then able to find one for me a few weeks hence. The receptionist was polite, friendly, and helpful.
Visited December 2023
Review titled Pembroke Medical Group
Replied on 27 December 2023
Thank you for taking the time to submit a positive review for the practice. We are pleased that you found our staff to be friendly and helpful and will share your feedback with our wider practice team.
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Review titled Unable to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 13 September 2023
I filled in an on line form approximately 2 weeks ago and have heard nothing back. I have tried calling several times, the last being today and was 15th in the queue. I tried to resend an online form but that service was suspended! Is the Torquay surgery closing?
Visited September 2023
Review titled Pembroke Medical Group
Replied on 18 September 2023
Dear Patient Thank you for your feedback. We are sorry that you have experienced a delay in response to your online submission. Unfortunately due to the current large volume of requests for routine consultations we are currently working through things are taking longer than we would hope. We apologise for this. The online service is suspended each day at 4.00pm as a patient safety issue as any submission which requires urgent action may not be processed before we close for the evening. The service is available every week day from 8.00am until 4.00pm. We are aware that our telephone lines remain extremely busy and we apologise that you have had a long wait on the telephone. We invested in a new telephone system in May 2023 which has already reduced our call waiting times. We would to reassure patients that there is no plan to close our Torquay surgery.
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Review titled Much improved experience
Rated 5 stars out of 5
by D Pitts - Posted on 06 July 2023
Myself and my husband have recently needed the services of Pembroke Surgery via e Klinic and telephone. The experience has much improved since a change in the system from the kind and understanding call handler to the clinician and response times. There was no delay in my husband’s appointment and I would recommend using the online service as once you become familiar with it, it is convenient and not too time consuming.
Visited July 2023
Review titled Pembroke Medical Group
Replied on 26 July 2023
Thank you for taking the time to leave a review for the practice. We are pleased to hear that you found the new online request service to be efficient and user friendly.
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Review titled Dissapointed with answer
Rated 2 stars out of 5
by Anonymous - Posted on 02 May 2023
My husband rang about his change of medication after heart op only 7 days ago he was anxious as reception said no discharge letter received I handed it in personally .I rang to help saying I had put att of Dr on envelope would that help them finding it receptionist upset me by saying I don't know why he is stressed I explained to him .My husband was stressed as it's a week since new valve in heart and concerned they could not find discharge paper with new prescription felt could have been dealt more sympathetically .
Visited May 2023
Review titled Pembroke Medical Group
Replied on 16 May 2023
We are sorry to hear of your experience. Do please contact us at enquiries.pembrokehouse@nhs.net with your details so that we can look into this further for you.