Teldoc - Lawley - Ratings and reviews
Reviews
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Review titled Terrible!!!
Rated 1 star out of 5
by Lightmoor Village resident - Posted on 15 April 2024
You can’t book a appointment in person, you can’t book an appointment for the future, you can only book an appt for on the day if you call at 8am, but if you call at 8am there is a recorded message that says their call centre is at capacity and then it hangs up on you. It’s literally impossible to make an appointment! Why tell everyone they have to call at 8am and then hang up on them??
Visited April 2024
Teldoc - Lawley has not yet replied.
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Review titled Rubbish
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
Trying to get an appointment Drs ,for next month no one available. Really , no DR for this problem nearer to me or no one i know
Visited February 2024
Review titled Teldoc - Lawley
Replied on 19 February 2024
In order for us to look into this further, please submit this via the complaints section of our website: https://teldoc.org/make-a-complaint/
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Review titled Horrendous, hope you don't get ill
Rated 1 star out of 5
by Aaron Hale - Posted on 05 January 2024
How they have been allowed to create this cartel is madness! You cannot get an appointment. Ever!! You just get appointed a random dr at any one of there random profit centres, i assume this is what they are, as they have zero investment in the practices, skeleton staff and zero patient interest. If you are in an area that falls under the Teldoc protection racket, then you have no choice but to register with them and have no chance of getting into an out of area practice to get away from them. In short, it would seem your only hope is that you don't fall ill.
Visited January 2024
Review titled Teldoc - Lawley
Replied on 08 January 2024
Thank you for your feedback. If you would like to make a complaint, please visit the Patient Experience Centre on our website. https://teldoc.org/patient-experience-centre/
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 19 October 2023
Been the same for years they always say you cannot get an appointment on the day unless you ring first thing in the morning from 8 am I try calling at exactly 8am all and cannot get they to them until it’s too late as the call capacity is to great apparently all the time everyday and it’s a joke you can right all the excuses you want but when I want to get my son in for appointments I can’t when I urgently need to and forced to go to a and e for hours to be seen by a doctor the worse possible doctors in Telford if you need help don’t use these go to a and e and further more change doctors terrible people and terrible services
Visited October 2023
Review titled Teldoc - Lawley
Replied on 25 October 2023
Dear Patient Thank you for your feedback regarding the difficulties you have getting through to the practice. We apologise that our service is not always as responsive as we would like it to be. Unfortunately, the demand on our service has risen significantly and has been made worse by backlogs in the wider NHS. We are continually reviewing our processes to try to make access to the practice easier for patients. Between the hours of 8 and 9 are our busiest times to get through on the phone, with waiting times significantly reduced after 9:30. Alternatively, you may wish to consider using online consult by accessing our website: www.teldoc.org If you would like me to investigate your specific concerns, please contact me directly by following links on our website. Kind regards Patient Experience Lead
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Review titled Phone call
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2023
I'm beginning to wonder if there is a doctor there because you can never get through to them. The telephone booking system is a complete joke as it always says we are very sorry we are experiencing an extremely high volume of calls and to try later. When you go into the surgery I have seen at the most 3 people waiting and you can't book an appointment there and then. You are told to use the phone system. At the moment I'm trying to find another GP surgery that you can actually see.
Visited October 2023
Review titled Teldoc - Lawley
Replied on 10 October 2023
Dear Patient Thank you for letting us know about your concerns regarding access to our service. We apologise for the difficulties you have experienced. Demand on our service has increased significantly, worsened by the backlogs in the wider NHS system. We are doing our very best to improve access to our service within the resources we have available. You may find it quicker to get through by phoning after the 8 – 9am rush, or you may wish to consider using our e-consult service available on our website: www.teldoc.org Our team of experienced clinical staff including Nurse Practitioners and Advanced Practitioners are supported by GPs and can deal with a wide range of conditions, so it is not always necessary to book with a GP. Please be assured that we take all feedback seriously however, if you would like us to look into your specific concerns in more detail, please contact the practice via the patient experience page on www.teldoc.org Many thanks Patient Experience Lead
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Review titled Cannot get through. Call service is not fit for purpose.
Rated 1 star out of 5
by Anonymous - Posted on 17 August 2023
I've been trying for over 2 hours now to get through. At first the message said they were at capacity and advised me to try later due to volume of calls. After a while of trying to get through I went to the surgery. No. They can't book appointments in person. Has to be by phone. I kept ringing and ringing from car park. Finally I'm 26th in queue. After another long, long period of time I'm put through to an operator who says "Hello? hello? can you hear me?" I'm frantically shouting Yes, I can hear you, then click! I'm disconnected! Back to ringing. And guess what? The message is "We're experiencing a high number of calls." I'm not even close to having my call answered. I'm so anxious now. Teldoc, your call centre service is not fit for service. Please get it sorted. Oh, update. I' now caller number 30 in the queue. That's after over 2 hours.
Visited August 2023
Review titled Teldoc - Lawley
Replied on 06 September 2023
Dear Patient Thank you for taking the time to send us your feedback. We are sorry for your unfortunate experience with our telephone system, which has caused you upset and anxiety, please accept my apology for this. To help improve this service, could I please invite you to contact us via the patient experience page on our website, www.teldoc.org so that we can then investigate and learn from your views. Many thanks Patient Experience Lead
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Review titled Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 24 August 2023
I have read all the reviews on this surgery and quite frankly, they are all accurate. The level of service is unacceptable to say the least - Yes everyone is very polite but they lack efficiency and basic level of duty of care. It all begins with an appalling appointment booking system via telephone. And you cannot book a normal GP appointment via the patient access app - that is equally as useless. I am looking to move to a GP surgery where I can speak to someone without waiting on the phone for hours. In fact it has taken me 2 monthsto get through via phone.
Visited August 2023
Teldoc - Lawley has not yet replied.
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Review titled Do you even care?
Rated 1 star out of 5
by Jason Fullwood - Posted on 17 August 2023
Having moved to Telford a little over 4 years ago, I can honestly say without a shadow of doubt that Teldoc Lawley is easily the worst practitioner l have ever been to. Your telephone service is insulting. You defend this by saying that you have a team to answer the pressing calls, which I find interesting that I called the other day at 11.00 and I was position number 30. Thirty. Let that sink in. That wasn't off peak. That wasn't lunch time. Stop coming up with permanent excuses to get out of accountability. Your staff lied to me twice. I rang the other day and after 45 minutes of waiting to be spoken to I finally got through and asked where I can drop off my semen sample, I was told specifically Lawley. So I got there, proceeded to wait in a queue and dropped off my sample to the receptionist who gladly took it and confirmed if my details were on there, which they were. So imagine my suprise when I get back to my office (late because of your slow staff) and get a text message stating that it needed to go to the hospital instead (they couldn't be bothered to tell me which one). So I was late back to work, used and wasted one of my two specimen bottles, and lied to. Stop coming up with excuses, stop deflecting the issues, stop defending your poor staff and stop with the shocking wait times. Enough is enough. Get your staff the training they sorely need, or better yet hire people who can actually do their job. Also remove the telephone system. Its impossible to book an appointment.
Visited August 2023
Review titled Teldoc - Lawley
Replied on 06 September 2023
Dear Jason Thank you for your comments. We would like to apologise for the experience you have endured at our practice. We value your feedback and will use your comments as a learning tool to improve our service. Many thanks Patient Experience Lead
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Review titled Impossible to get any care or service
Rated 1 star out of 5
by Anonymous - Posted on 17 July 2023
I have never known a surgery be so difficult to get in contact with. I am starting to wonder if they are actually open anymore as the telephone number is almost always closed to taking calls to join the queue. Surely there must be a better system. We are in desperate need to book an urgent appointment and yet again, it is impossible to get through. This isn't just another moan, this is a plea to management to make some urgent changes to the size of your surgery and the bookings process as you are not fit for purpose anymore!!! Surely an area the size of Lawley cannot function now it has grown... please start answering the telephone!!!!
Visited July 2023
Review titled Teldoc - Lawley
Replied on 24 July 2023
Dear Patient Thank you for your feedback. We are sorry to learn that you are experiencing difficulty getting through on the phone. If possible, you may wish to try ringing after 9:30am, avoiding the peak call time between 8am – 9am where we may receive well over 1,000 calls. Our Call Handling staff work very hard to deal with calls as quickly and as efficiently as possible. You may also wish to consider using our Online Consultation service by visiting our website at: www.teldoc.org Unfortunately, when new housing is built, as in Lawley, there is no provision for the expansion of support services such as General Practice and schools etc. We work hard to provide the best service we can within the resources available to us. Many thanks Patient Experience Lead.
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Review titled Service with aptitude
Rated 1 star out of 5
by Lloyd Bowen - Posted on 20 June 2023
Went to have a bandage change by a nurse at the practice. She changed it then told me several dates for the bandage to be changed again. I didn’t hear her properly and asked her to repeat them for me, to which she replied there are other people waiting to be seen, to which I replied they will have to wait. It doesn’t work like that she said!? She then turned around and said I’m not a receptionist you know!!!! Rude and arrogant comes to mind. I was also told by reception when I made the appointment, that I was the last person of the day to see the nurse. Sounds like she’s a liar aswell. It’s no surprise that people leave such poor reviews. Be nice to people when they need help, engage your brain before opening your mouth...
Visited June 2023
Teldoc - Lawley has not yet replied.