Mendip Vale Medical Practice (Langford) - Ratings and reviews
Reviews
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Review titled Accessible, personal, and effective? No, no, and no.
Rated 3 stars out of 5
by Patricia Nelson - Posted on 06 February 2024
This morning, I went to collect a repeat prescription of nine items from the pharmacy next door to my surgery. I had handed it to the receptionist eight days ago. She noted I had asked for one medication to be increased as instructed by my consultant in October. The pharmacy had not received the repeat prescription. I went to the surgery and they could find no record of it. I was told to go home and ring Mendip Vale. On the phone, I was also told my prescription request was not on the system and an emergency request would be made. I was to collect it from the pharmacy at the end of the day. I went at 5.45pm and was told the emergency request had not been made. I went to the surgery and they checked that the emergency prescription request had not been made. I was told to try again, tomorrow. What happened to my prescription? Why was I sent home to ring Mendip Vale? Why was the emergency prescription not requested and, if it was, why wasn't it sent to the pharmacy? Why was I told to try the pharmacy tomorrow? Why couldn't reception make enquiries to locate my prescription and the emergency prescription? They told me their only role regarding repeat prescriptions is to hand the paper prescriptions over to Langford. Who transfers patients' requests onto the system? How do they eventually reach the pharmacy? How can one disappear? How can a request for an emergency prescription by a staff member get lost within hours? Who is accountable to whom? No-one seems to be accountable to me, unless this impersonal review is Mendip Vales' idea of a complaints procedure. One thing the receptionists and I did agree on was placing a punch bag and gloves in every surgery, for use by staff and patients. A few years ago I used to love my surgery and it seemed to love me.
Visited February 2024
Review titled Mendip Vale Medical Practice (Langford)
Replied on 17 April 2024
Dear Patricia, Thank you for your email. My name is Lois, the Communications and Engagement Manager at Mendip Vale. I’m sorry to read of your experience and we did not meet your expectations this time. I have spoken to our prescriptions team and in relation to your initial request and it looks like the team did not receive it. Written requests are scanned into our system and managed by our Prescriptions team. We believe your request was scanned incorrectly meaning the team never received your request and an urgent request was made. We are deeply sorry this happened to you. We encourage patients to request repeat prescriptions on the NHS App or email the prescriptions team a request using bnssg.mendipvale.prescriptions@nhs.net . This provides a digital record of where your request and is usually a quicker turnaround for processing your medication request. If you have any questions about your medication requests, we have a dedicated team who you can call by clicking option 2 on the menu when calling the surgery. Our Prescriptions team can provide you up to date information on your medication. To discuss your experience further with the Surgery Manger, please contact Kim McKerron by emailing bnssg.mendipvale.scanners@nhs.net Thank you.
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Review titled Very poor service
Rated 1 star out of 5
by Anonymous - Posted on 19 January 2024
One of my teenage sons has bad acne. We rang the practice for an appointment. They suggested we speak to a pharmacist, and they gave us a referral to a local pharmacist. The pharmacist said they were wrong because he isn't able to prescribe suitable medication, and he said we needed to see a GP. We called the surgery back, and after an hour of waiting on hold, we were told that we could only book an appointment online. We were offered a phone call with a GP 'within 2 days'. That never happened. This is the last straw for our family, having had a number of similar experiences over the last 10 years. We have given up on our surgery. Any GP working for Mendip Vale should resign on principle. If you don't, you are letting your patients down.
Visited January 2024
Review titled Mendip Vale Medical Practice (Langford)
Replied on 10 April 2024
Dear Patient, Thank you for your feedback. My name is Lois, Communications and Engagement Manager at Mendip Vale. Pharmacists are able to help and prescribe for a range of conditions, including acne. If they are unable to help upon assessment, then they will refer the patient back to the surgery to see a doctor. I'm sorry to read of your experience. We value all feedback as it helps us shape and improve our services and your comments will be passed onto the team. If there is anything more we can do to assist, please contact the Surgery Manager, Kim McKerron by emailing bnssg.mendipvale.scanners@nhs.net. Thank you.
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Review titled Amazingly quick appointment
Rated 5 stars out of 5
by Ingrid Taylor - Posted on 08 November 2023
I rang the secretaries explaining that I needed a possible referral, the secretary put me on the clinicians list and within an hour a member of staff offered me an appointment just after midday that day. I was seen by a lovely clinician who I found very easy to talk to plus a Dr came in for a second opinion. All in all fantastic service from all involved, well done Mendip Vale…
Visited November 2023
Review titled Mendip Vale Medical Practice (Langford)
Replied on 10 April 2024
Dear Ingrid, Thank you for your wonderful review. I'm glad to read of your experience and that we were able to help you so efficiently. We have a great team of clinicians who work collaboratively to provide the best care for our patients. The team will be delighted to hear of your kind words. Thank you once again. Lois, Communications and Engagement Manager
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Review titled accessing services
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2023
E consult remains useless and time consuming with lots of irrelevant questions, 18 people in queue on telephone on a Friday lunchtime, walked down to request a medication review with a specific GP and told had to fill in a form, getting an appointment involves so much hassle, the practice is too big and is not providing a efficient service for anyone more to the point those that live in the village, GP's text you instead of phoning that is lazy and not good practice, large private multi centered practices are not working
Visited October 2023
Review titled Mendip Vale Medical Practice (Langford)
Replied on 10 April 2024
Dear Patient, Thank you for your review. I'm Lois, Communications and Engagement Manager at Mendip Vale Medical Group. I’m sorry to read of your experience and that we haven’t met your expectations. eConsult is built on complex algorithms to identity red flags (urgent/ emergency matters) and amber flags. These are key for clinicians to review and identify early identification or to signpost you for more urgent treatment. With that the eConsult can seem very long and tedious with many questions including some duplications, however, these questions assist the viewing clinician to clarify your symptoms and provide the right care first time. Although we will check your record for which clinician you’ve seen previously, the free text box at the end of the form allows you to add any extra information, including requests to see specific clinicians. If you ever have problems with the online form, please call the surgery or complete a paper copy on reception. If you could please contact the Surgery Manager, Kim McKerron, who will be able to address your concerns fully. Kim can be contacted on 01934 839820 or via email on bnssg.mendipvale.scanners@nhs.net Thank you.
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Review titled Practice too big!!!!!
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2023
I have had an ongoing problem for a year. After originally asking for a face to face appointment I was asked to fill out an econsult form, which after a 4 day delay resulted in an appointment with a physio. Some months later the pain was much worse and again instead of getting an appointment to se a doctor, the econsult form was not replied to. Fast forward a couple more months I ask for an appointment only to be told to fill out an econsult form. Result? Another Physio appointment, who advised me to fill in yet another econsult to request a medication review as I'd looked up my symptoms online and ordered my own medication (which had to be signed off by my GP). I'm still waiting to hear from the last econsult 4 days later. On another occasion following a diabetes blood test I rang the surgery after 2 weeks about getting the test results only to be told by the receptionist that everything was fine as she'd looked at my notes!!! I expect there'll be some glib, patronising reply about contacting the practice manager!!
Visited October 2023
Mendip Vale Medical Practice (Langford) has not yet replied.
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Review titled Poor communication
Rated 1 star out of 5
by Anonymous - Posted on 06 November 2023
Texting is the new method of communication by GP's at this practice why text when they can telephone and speak to you and explain and check understanding, it is a lazy form of communication and it is not secure.
Visited October 2023
Review titled Mendip Vale Medical Practice (Langford)
Replied on 15 February 2024
Dear Patient, Thank you for your review. My name is Lois Reed the Communications and Engagement Manager for Mendip Vale. I'm sorry to read of your experience and I understand how impersonal this form of communication may be. Many of our clinicians like to send text messages to patients as a way to send written information. This allows patients to read the information when it is convenient to them. We use a secure system within our clinical database to send potentially sensitive information to our patients. If you receive a text where you require further explanation, please phone the surgery so we can arrange a doctor to contact you. We value all feedback as it helps us shape and improve our services. If you would like to discuss this further, please get in touch with the Surgery Manager, Kim McKerron which you can contact on 01934 839820 or email via bnssg.mendipvale.scanners@nhs.net Thank you.
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Review titled useless
Rated 1 star out of 5
by Anonymous - Posted on 29 July 2023
unable to get medication so ran out, dropped script on Tuesday not ready on Friday returned on Saturday still not signed off by a GP apparently could take the prescription elsewhere and get it but not at the pudding pie lane practice which I can walk to, ridiculous especially as the place looked shut up on Friday blinds down and nobody there
Visited July 2023
Review titled Mendip Vale Medical Practice (Langford)
Replied on 13 October 2023
Dear Patient, Thank you for your feedback and I'm sorry to hear we have not met your expectations on this occasion. Please could you contact the Surgery Manager so that your concern can be addressed fully. Kim McKerron is the Surgery Manger for Langford Surgery can can be contacted on 01934 839820 or via email on bnssg.mendipvale.scanners@nhs.net
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Review titled Wonderful Nurse Practitioner
Rated 5 stars out of 5
by Anonymous - Posted on 16 June 2023
I was able to get an emergency appointment with a nurse practitioner very easily. She was wonderful, sorted out my problem and gave me alot of reassurance.
Visited June 2023
Review titled Mendip Vale Medical Practice (Langford)
Replied on 13 October 2023
Dear Patient, Thank you for your wonderful review, and glad to read of your experience. The team will definitely be happy to read what you wrote, so thank you for your kind words. If you would like to pass your feedback to the clinician who helped, please get in touch with the Surgery Manager, Kim McKerron, which you can contact on 01934 839820 or email via bnssg.mendipvale.scanners@nhs.net Thank you once again bnssg.mendipvale.scanners@nhs.net
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Review titled as bad as ever
Rated 1 star out of 5
by Anonymous - Posted on 11 May 2023
econsult is awful full of repetitive irrelevant questions and then they do not reply anyway, this multi-center practice goes more and more down hill the more practices they take on, better off going private
Visited May 2023
Review titled Mendip Vale Medical Practice (Langford)
Replied on 26 May 2023
Dear Patient, Thank you for your feedback and I'm sorry to read of your experience. We value your feedback as it helps us shape and improve our services and your comments will be passed onto the team.
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Review titled Impossible to speak to a GP
Rated 2 stars out of 5
by Clive - Posted on 16 January 2023
Today I only wanted to discuss some recent blood test results with a doctor because I also have some symptoms that are worrying me. Blood tests should result in a GP contact with the patient to have a short discussion on abnormal or trending to abnormal results. Sunnyside reception could not make an appointment for me even for a telephone cosultation and referred me to the eConsult onlinr service. I spent 15 minutes trying this through Patient Access but after giving lots of information I was required to prove who I was - a photo or various Patient Access log in details. The advice was to get back to the surgery to obtain the log-in details because I was unable to send a photo. Contacted the surgery immediately again and was then told that I needed to access eConsult through Google Search on line. I did this and again drew a blank - after putting varrious details got stuck in a loop and gave up. My experience leads me to believe that the "service" has erected so many barriers to patient access that it no longer works.
Visited January 2023
Review titled Mendip Vale Medical Practice (Langford)
Replied on 19 January 2023
We are sorry that we have not met your expectations. We value all feedback as it helps us shape and improve our services. To help us investigate your comments, please do contact the practice and ask to speak with the surgery manager, who will happily discuss the points you have raised in detail with you. Kim McKerron is Langford Surgery Manger, which you can contact on 01934 839820 or email via bnssg.mendipvale.scanners@nhs.net