Mayfield Medical Centre

Couldn't get through on the phone

Not a worthwhile visit

Reception staff easy to reach and genuinely helpful

Have recently joined this surgery and have found the reception staff and clinical team to be absolutely brilliant. Compassionate, friendly staff, easy to get through to even during challenging periods (I don't mind a brief wait on the phone to speak to someone). I have also used the online consultation service and received a response the very next day. Also had a great experience with my child's routine immunisations. Moved from a different surgery and compared to my previous one this practice is excellent. Very impressed with the clinical care received. The team is caring and friendly and puts you at ease. So glad I made the move to this one.

Slow to process insurance paperwork requests

This surgery has been disappointing to work with. It has taken considerably longer than expected to receive documentation needed for an insurance application, and the required information still appears not to have reached the relevant organisation. The administrative staff are frequently unavailable, and contacting the practice by telephone is unreliable—calls sometimes fail to connect or go unanswered. Overall, the service has not met expectations.

Organised practice made placement year worthwhile

Excellent practice! I have been undertaking a placement here for the past year and it has been a wonderful and insightful experience. The practice is very well organised across all areas, with a highly competent team. Thank you for providing such a great placement opportunity!

Staff made placement year really welcoming

I am currently undertaking a placement at this practice for the full academic year. The team has been outstanding, demonstrating considerable flexibility and warmth throughout. The educational support has been of exceptional quality, with the clinicians ensuring we receive all the resources necessary to meet our learning objectives. I am seriously contemplating extending my time here beyond the conclusion of my placement due to how much I have valued my experience.

Consistent care through challenging times

The past couple of years have brought considerable changes, some positive and some challenging. Throughout this period of uncertainty, one constant has remained unchanged. The medical team and support staff at the local practice have continued to provide consistent, high-quality care for myself, my family, and many others in the community. The practice continues to be a centre of excellence, delivering compassionate healthcare to all who attend. I would like to express my gratitude to the entire team on behalf of myself and my family, and wish them continued health and wellbeing in the year ahead.

Long waits in the waiting room

Expect lengthy waiting times before being seen for your appointment. This was quite frustrating.

Poor communication and unhelpful reception staff

I have decided to end my time at this practice after 15 years due to ongoing dissatisfaction with the level of communication from clinical and administrative staff. The service has not met my expectations, and I am now looking to register elsewhere. I would recommend considering other options.

Reception staff could improve their manners

The majority of the reception team could improve their courtesy towards patients, however the clinical staff demonstrate exceptional competence and professionalism in their roles.

Reception staff lack privacy awareness but doctors are good

Unfortunately the reception team lacks discretion, though the clinical staff are excellent.

Inflexible appointment system doesn't work for shift workers

This practice has been declining and I'm seriously considering switching to another surgery. I called requesting to see a clinician and was informed a nurse would call me back. When I asked if I could attend before 10am, I was told this wouldn't be possible as the nurse doesn't start until 2.30pm, which doesn't work for my schedule. I then enquired about coming in at 8.30am straight after finishing a night shift, and was told I would receive a telephone consultation followed by being given an appointment time. This would mean finishing a night shift, travelling forty minutes by bus to attend, only to be sent home and then receive a call to arrange an appointment. I'm struggling to understand when I would have time to sleep before my next night shift. The appointment system needs significant improvement.

Appointment system doesn't work for working people

The appointment booking system is problematic for working individuals. I am unable to secure a slot in advance as I am instructed by reception staff to call on the day itself. This approach is impractical because employers require advance warning for time off work. It is genuinely disappointing.

Reception staff made booking appointments easy

I have no complaints about this practice. The reception team are wonderful, and I've consistently been able to secure appointments whenever required. I never feel pressured during my visits, and I always feel that my concerns are genuinely heard and that the staff make a genuine effort to assist. The entire team is excellent.

Admin staff could be more helpful

I have consistently experienced poor levels of service from the administrative team.

Helpful staff who really listened to us

Excellent and supportive medical practice and team members. Grateful for the dedicated assistance provided to myself and my loved ones. They demonstrate a strong commitment to their work and take their responsibilities seriously.

Reception staff were dismissive of concerns

I had an extremely unpleasant experience with a clinician at this practice. During my appointment, I felt the approach to my care was overly broad, with testing that I believed was unnecessary. I received a diagnosis that contradicted assessments from other medical professionals I had consulted previously. I felt the clinician took a narrow view of my health concerns rather than considering the broader context. Overall, I found the interaction frustrating and felt my concerns were not handled with the care and attention I would have hoped for.

Locum was dismissive and cut appointment short

I attended an appointment recently with a locum clinician and found the experience quite disappointing. The clinician came across as dismissive and curt throughout the consultation, and made several comments expressing dissatisfaction with the practice itself. I felt that this negativity was directed towards me rather than being a separate workplace concern. I had been scheduled for what I understood to be a longer appointment, but was informed it was significantly shorter, and the actual time spent with me felt rushed. After my medication was renewed, I attempted to raise an additional concern, but was stopped abruptly and asked in a stern tone whether this was a separate matter. When I then enquired about a post-surgical issue, the same abrupt response occurred, with the clinician again emphasising that this was another separate concern. This made me feel uncomfortable and as though I was imposing on their time. I have a chronic health condition and had multiple matters I needed to discuss, but I left the appointment without having addressed several issues that required medical attention. These concerns were never explored or discussed during the consultation. I believe it would be beneficial for the practice to provide guidance to locum staff regarding patient communication and professional conduct. When clinicians have concerns about their working environment, it is important that these are not communicated to or projected onto patients. I am quite dissatisfied with this experience and intend to discuss the matter with a senior clinician at the practice.

Struggled to book an appointment after multiple calls

I have been unable to secure an appointment after multiple attempts over several days, with staff indicating that slots were unavailable and suggesting I contact the practice earlier in future. The practice operates a system whereby initial telephone consultations precede in-person visits, which I feel may extend the appointment process unnecessarily.

Couldn't get through on the phone line

Is this really what my tax contributions are funding? Extremely disappointing experience.

Reception staff ignored me at the desk

I would not recommend this practice. Upon visiting the area for the first time, I called in to ask for directions to a nearby road. While waiting at the reception desk, I felt ignored as the staff member continued working at their computer without acknowledging my presence. When another member of staff approached and I repeated my request for directions, the first staff member appeared to find the situation amusing and laughed while observing our conversation. When I attempted to address this, she returned to her work. The second staff member indicated they were unable to help with directions, though they did locate the road on their computer system. However, they did not offer to show me the screen or provide any further assistance that would have allowed me to find my way independently. The overall interaction left me feeling that the staff were not particularly helpful or professional in their approach.