Mayfield Medical Centre

Phone lines weren't open at opening time

Absolutely disappointing experience. The practice appears unable to answer calls at the scheduled opening time. The lines remained unavailable. I am seeking care elsewhere.

Reception staff spoke disrespectfully to patients

The staff communication with patients could be more respectful. I witnessed a young woman being addressed in a condescending manner when she came in seeking assistance with a routine matter. The receptionist discussed her needs loudly enough that other people in the waiting area became aware of her situation, which felt inappropriate and invasive. Rather than speaking in this manner, it would have been more helpful to discretely direct her towards appropriate specialist services in the area that could better support her needs. The overall approach to patient care felt lacking in dignity and professionalism.

Delayed blood test results left me frustrated

Unhelpful experience. When presenting with an urgent concern that didn't warrant emergency department referral, the practice was unable to provide assistance. Blood work was completed several weeks ago, but the results have remained pending for an extended period since then.

Easy to book appointments when you need them

I was a patient at this practice during the early 2010s before relocating, and rejoined when I returned to the area in 2019. Throughout my time here, I have consistently received excellent care, with convenient access to appointments both at short notice and for advance bookings with my preferred clinician. Over the past few years, I have built a strong relationship with one particular GP. Having consulted various practitioners over time for different health matters, I can confidently say this clinician has been outstanding. They have consistently given my concerns proper attention, valued my input and preferences, and approached each consultation with patience, empathy and genuine support. I have always felt treated with respect and as an equal partner in my care. I would strongly recommend this practice.

Couldn't get any help when I needed it

A disappointing experience that I'm relieved to have moved on from. The practice was unable to provide the assistance I needed. I would rate this service at the lowest possible level if given the option.

Quick receptionist response made me feel welcome

I felt hesitant to contact the practice as I have rarely sought medical help in my adult life, however, the clinician I saw was courteous, professional and reassuring. I only recently registered with the practice and was made to feel welcome. I was pleased and slightly surprised to speak to a receptionist fairly quickly and had a consultation with the same clinician the same morning.

Long phone wait before urgent symptoms were taken seriously

After spending 25 minutes waiting to reach someone on the phone, I eventually spoke with a receptionist who informed me that a telephone appointment would not be available for nearly three weeks. I explained that I had been experiencing discoloration and numbness in my fingers for several weeks, which was causing me significant concern. Two days later, I attended the practice in person, and a clinician who was present in the reception area advised me to attend hospital without delay, suggesting a potentially serious circulatory issue. I was frustrated to learn that this urgent concern warranted immediate hospital referral, yet I had been told just days earlier that I would need to wait nearly three weeks for even a telephone consultation. I feel the standard of care at this practice has deteriorated considerably. Additionally, I recall a previous occasion when a clinician at the practice provided a diagnosis that later proved to be incorrect, which has further affected my confidence in the service provided.

Head movements helped my vertigo improve

Absolutely delighted with the care received. I had been experiencing dizziness for several weeks and the appointment put my mind at ease. Following some physical manoeuvres during the consultation, I'm thrilled with the outcome. Over the past few days I've been able to sleep much better, which is wonderful. The treatment appears to be working remarkably well. Excellent service. Highly recommended.

Front desk phone lines need improvement

The reception team's customer service fell short of expectations. I experienced a lengthy wait when attempting to reach the practice by telephone, which was frustrating.

Supportive practice despite mounting pressures

This has consistently been a wonderful practice to attend. It is unfortunate that they have faced considerable challenges due to nearby facility closures and the impact of recent global health events. I have never experienced any issues during my time as a patient. I am genuinely grateful for the care I have received here, as it has made a significant difference to my wellbeing. Excellent service overall.

Website login problems made ordering difficult

The online portal has technical issues and I am unable to log in despite entering the correct information. When I contacted the practice by phone to request my medication, I felt the response was unwelcoming.

Reception staff made me feel genuinely welcomed

Having recently joined this practice, I must express how remarkably positive my experience has been thus far. The front desk team demonstrated friendliness, courtesy and a high level of professionalism throughout. The clinician I consulted with was considerate, respectful and showed genuine understanding of my concerns. From the outset, I felt heard and valued as an individual seeking support, rather than simply another appointment slot. I'm genuinely grateful for the care received.

Phone lines impossible to reach, prescription chaos ensues

This practice has significant issues. Do not anticipate getting through on the phone. If you have work commitments and only limited availability to make calls, it is not worth attempting. I previously submitted prescription requests via email, which the website indicated was the correct procedure to follow. However, I was informed that this method is no longer available and directed to use an alternative patient portal instead. To access this portal, you must first obtain a code from the practice, creating a circular process. I have now gone without my essential medication for five days, yet the practice appears indifferent to this situation. After many years of loyalty, I no longer feel I have a functioning relationship with my GP service.

Struggled to get through on the phone

The telephone service is frequently unavailable due to high call volumes.

Felt heard and treated with real dignity

Having made what felt like a significant decision to reach out to the practice, I wanted to express my gratitude for the support I received. From the initial phone discussion through to the subsequent follow-up contact, I felt treated with genuine respect and compassion throughout. Thank you. Mental health concerns are genuine and deserve attention. Healthcare professionals are available to provide assistance. It is worth having that conversation with them.

Text reminder system doesn't work properly

If you get a text message asking you to call back, it's worth being aware that you may struggle to reach someone when you do.

Couldn't reach anyone about repeat prescription

I have been attempting to contact the surgery throughout the day regarding a repeat prescription request, but have been unable to reach anyone. This experience has been very frustrating.

Reception staff could improve their empathy

The clinical team provided adequate care, however the front desk staff could benefit from improved interpersonal skills and a more compassionate approach to patient interactions. It appears this role may not be well suited to their current capabilities.

Impossible to get through by phone

Completely unsatisfactory. I am unable to reach them by phone. I made multiple attempts throughout the day without success. I also noticed their website appears to be unavailable. I have concerns about their service quality and would not recommend them.

Long waits and poor communication let us down

Previously satisfied with the service, but now considering switching to a different practice. Would recommend exploring other options if possible.