Mayford House Surgery

Pleasant reception staff made the visit worthwhile

Outstanding medical practice with genuinely friendly and welcoming personnel.

First visit went smoothly with attentive listening

What an amazing service I have received on my first visit to this surgery! Outstanding care, support and advice from the clinical team who really took the time to help and support me! 5 Star Service! Thank you! :)

Appointment waiting times make access difficult for working people

The practice struggles to accommodate working patients. Obtaining an appointment for better access requires waiting over four weeks. There are concerns about a previous diagnostic outcome involving a family member that resulted in an unfavorable conclusion. The surgery appears unable to manage its patient population effectively. Staff absences due to holidays or illness occur regularly, which impacts service delivery. The reception team's manner has been perceived as unprofessional, with interactions feeling intrusive. Waiting four weeks for an appointment raises concerns about potential health risks that could develop or worsen during that period. The overall experience has been disappointing.

Repeated wrong antibiotics left infection untreated

I experienced significant difficulties with my care over several months, which I feel fell well below acceptable standards. In early December, I became unwell with an infection and attended the practice three times across three weeks. Each visit seemed to involve trial-and-error approaches to treatment. During this period, my condition worsened considerably. I experienced severe chills that persisted through the festive season and was largely confined to bed. Additionally, a small abscess developed and enlarged substantially, yet I was never examined to assess it properly. I was advised that an emergency specialist appointment would be arranged, though the date given was several months away. Antibiotic treatment was discontinued in early January with the explanation that I had received too many courses. Feeling desperate, I attended a walk-in centre at another location, hoping for a proper diagnosis. However, I was sent away without any medication or treatment, told that the facility lacked the necessary equipment and that I should return to my regular practice. After another night of high fever and worsening facial swelling, I attended the hospital accident and emergency department. They arranged an emergency specialist appointment for two days later. In the interim, I relied on topical treatments borrowed from friends. Following six weeks of considerable suffering, I finally received specialist care. The clinician took immediate action, performed a minor procedure on the abscess, took samples to identify the infection properly, and prescribed appropriate antibiotics. The specialist indicated that my care at the practice had been inadequate. What began as a straightforward, treatable condition six weeks earlier had become a medical emergency causing unnecessary prolonged suffering. I intend to pursue formal complaints through appropriate channels regarding the standard of care I received.

Inconsistent care depending on availability

The quality of care varies depending on which healthcare provider is present.

Reception staff helpful and always supportive

I have been a patient at this practice since 2012. I have no complaints about the service provided, though I attend infrequently. I do prefer to see the same healthcare professional, which does mean a longer wait. However, I tend to try over-the-counter remedies first. I believe many appointments are used for minor issues that could be managed without professional intervention, which takes away time from those with more serious needs. I recognise that appointment waiting times are frustrating, but this is a common issue across all practices. I cannot fault the surgery or the clinician I see, and I understand the significant pressures they face. People often seek medical advice for minor concerns that could be resolved through other means, which diverts resources from those who genuinely require professional care. While things could ideally be different, the reality is that they are not. I have had positive experiences across all areas of the practice. Healthcare professionals deserve appreciation rather than criticism. It is important to be grateful for access to free healthcare, as this is not available everywhere. The reception team have been helpful and I have experienced no issues with them. Rather than complain and criticise a practice that is doing its best with available resources, gratitude is more appropriate. Life is not perfect, and waiting times are a challenge faced by all GP surgeries alike.

Confusing messages left me waiting without clarity

I am housebound and missed an initial call regarding a flu and COVID vaccination. Two weeks have passed and I am still awaiting clarification about whether a home visit will be arranged. Meanwhile, I received a message asking me to attend an appointment at the surgery, which has left me uncertain about whether the service will visit me or if I need to go in person. I experienced sudden hearing loss in one ear and sent a message requesting a doctor's consultation. I then received a response indicating that an attempt had been made to contact me by phone, though I had not answered. Despite this, no further follow-up was made. As a result, I went without support for two weeks while dealing with an ear infection, and it now appears I may not receive my scheduled flu and COVID vaccinations. I feel there is a lack of duty of care and that my needs have been overlooked, as though I am not being acknowledged as a patient requiring attention.

Hard to book an appointment here

The experience of booking an appointment at this practice was comparable to difficulties encountered at other medical facilities.

Reception closed during advertised opening hours

The practice was not open at the scheduled time on Tuesday afternoon, and prescriptions that had been requested a week earlier had not been processed. When I called regarding health concerns, the response was dismissive and unhelpful, with the issue being downplayed. However, when I was subsequently examined elsewhere, a thorough assessment was necessary. Overall, the service fell short of expectations.

Long waits for appointments and phone lines

The practice was excellent when we initially registered. However, there have been notable changes since then, particularly regarding extended waiting periods when attempting to contact the surgery. Additionally, appointments for routine blood work have become considerably delayed, with availability extending several months ahead and procedures being directed to an external facility. This represents a significant shift from the initial experience.

Felt unheard and dismissed by reception staff

Disappointing experience, felt that duty of care was not adequately demonstrated 😪

Friendly nurses, but rushed appointment felt dismissive

I relocated to the area a few months ago and selected this practice based on the positive feedback. The nursing team are wonderful and there can be delays during peak times, but overall I'm satisfied with the care provided. However, one appointment with a clinician left me disappointed as they were running significantly late, yet seemed to convey that my visit was unnecessary, and the consultation concluded very quickly. The pharmacy staff could benefit from being more welcoming and engaging with patients, as a friendly greeting can genuinely brighten someone's day.

Helpful reception staff made me feel welcome

An excellent facility to visit when you need medical care.

Phone queues busy but staff caring

Excellent clinical staff and healthcare professionals who deliver outstanding care. The practice has managed well during recent health restrictions. While there can occasionally be delays when calling ahead, this reflects how busy the surgery is. The location benefits from convenient parking facilities and a pharmacy nearby.

Friendly staff despite occasional appointment delays

Appointments occasionally run late, which is understandable given the high volume of patients at this busy practice. The entire team demonstrates courtesy and professionalism, and the clinical staff here are among the most capable in the local area. An excellent practice overall!

Reception desk left unattended during appointment time

I arrived a couple of minutes past my appointment time and subsequently waited for an extended period at the reception area without being attended to. I was informed that I would be unable to be seen. My son has additional support needs.

Friendly reception made the visit pleasant

The practice provided a positive experience.

Waiting time not communicated beforehand

I arrived ahead of schedule as I typically do, and after waiting twenty minutes, I was informed that the healthcare professional was running approximately twenty minutes behind. It would have been helpful to receive advance notice of this delay. It seems there is an inconsistency in how lateness is handled, as patients are expected to arrive promptly or face consequences, yet similar standards do not appear to apply equally to appointment staff.

Emergency appointments available when needed

Having visited this practice multiple times with my child, I have found it to be reliable and well-run. Appointments for urgent matters are consistently available on the same day, and the on-site pharmacy service is particularly convenient when picking up medication following a consultation. Despite living outside the immediate locality while having work and family connections to the surrounding area, the practice continues to provide care for our family, which we greatly appreciate.

Easy to get same day emergency appointments

I have no complaints about the service offered by this practice. Emergency appointments on the day are consistently accessible. The team demonstrates professionalism and compassion, regularly going beyond expectations to support patients.