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 Staff rude
Rated 1 star out of 5
by Anonymous - Posted on 12 March 2025
I asked for a copy of a document as requested by the GP. Two staff members chatted and made me wait for ages. When I checked that the copy was on my patient record nothing was filed. No wonder this place gets such bad reviews when staff stand having a conversation and fail to update the patients file.
Visited March 2025
Pembroke Medical Group has not yet replied.
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Review titled A Lovely NHS Practice
Rated 5 stars out of 5
by Jennifer Pittam - Posted on 19 January 2025
Went for my 5 year check up yesterday, and very pleased with the kindness and efficiency. The surgery still applies sensible social distancing in the 4 separate waiting areas, there is a good lift and the practitioner listened to my concern about a specific symptom. Also, we had a laugh - very human!
Visited January 2025
Pembroke Medical Group has not yet replied.
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Review titled Friendly, helpful, caring practice
Rated 5 stars out of 5
by Anonymous - Posted on 18 November 2024
I completed an online consultation in the morning and was seen that afternoon. I was listened to, thoroughly examined and a whole line of medications and referrals were started. I felt cared for and very happy with the outcome.
Visited November 2024
Pembroke Medical Group has not yet replied.
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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.