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 Dreadful service - actually no service at all
Rated 1 star out of 5
by JAK - Posted on 20 February 2023
It is Monday morning which I appreciate is very busy but when telephoning for an appointment the message says the call cannot be connected and when trying to use the online consultation - this has been temporarily suspended. What is a person meant to do? This practice is a disgrace!
Visited February 2023
Review titled Pembroke Medical Group
Replied on 27 February 2023
Dear JAK We understand that you are unhappy with the current levels of access to appointments within the practice and are sorry for the level of frustration that you may have felt. Unfortunately, despite pandemic restrictions easing, there continue to be increasing pressures within General Practice and the NHS as a whole, which has resulted in us finding it difficult to keep up with demand for appointments. 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. 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. We are currently unable to offer routine advance appointments due to the current surge in demand and can only provide a same day service. Ultimately, we do not have unlimited resources and are currently working to maximum safe capacity. We will be relaunching a clinical triage system from 13 March 2023. This will mean 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 rather than being asked to call again the following day. Unfortunately, once our appointments are fully booked, we are not able to create more. We have rearranged our clinical team, we are making use of digital GPs 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. We hope that this information explains how we are trying to support you as best as we can given the incredible level of demand we are facing.
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Review titled Gone down hill
Rated 2 stars out of 5
by Anonymous - Posted on 10 February 2023
I first contacted the surgery in late January and had a wonderful experience. The receptionist was professional and polite, she fully understood my need for a Doctor to call me and this happened within 20 minutes of my call. The Doctor was great and we arranged I would call back in 2 weeks. Fast forward 2 weeks later. A rude and unhelpful receptionist who didn’t seem to understand why I was calling despite me fully explaining my previous conversation. Refused to deal with my request to have a call back from a Doctor and couldn’t seem to understand why this was needed. Receptionists are not medically trained yet seem to think they are, though when I asked further questions, she was unable to even signpost me correctly.
Visited February 2023
Review titled Pembroke Medical Group
Replied on 13 February 2023
Thank you for your feedback. We are sorry to hear of your experience. If you would like to contact us at enquiries.pembrokehouse@nhs.net with your details we will be happy to look into this for you.