Teldoc - Lawley - Ratings and reviews
Reviews
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Review titled Terrible experiences
Rated 1 star out of 5
by Anonymous - Posted on 19 May 2023
It's almost impossible to see a GP. They stopped my medication without telling me why and when I tried to sort it out all I could speak to was the receptionist who didn't know why it had been stopped either. There is no continuity of care with this practice and they do not make reasonable adjustments for the vulnerable or help people who need more accessibility. There is no way to resolve issues if things go wrong, if you phone them you just get told 'phone back later' and it's like a merry go round. I have just given up now and have changed to a different practice.
Visited March 2023
Review titled Teldoc - Lawley
Replied on 22 May 2023
Dear Patient. Thank you for raising your concern. We are sorry to learn that you have left our practice as you were having difficulty accessing appointments and arranging prescriptions. We take all complaints and concerns seriously and would be happy to investigate the concerns you have raised if you would like to contact us directly by visiting our website on: Teldoc PCN – Innovation in general practice Many Thanks Patient Experience Lead.
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Review titled Dreadful and bewildering phone service
Rated 1 star out of 5
by Susan Jane Rice - Posted on 10 February 2023
21 minute wait to make a routine medication review appointment, only to be told that I should call after 2pm and not in the morning as the appointments are not available until then. Nowhere is this mentioned on the repeat prescription form nor is it one of the dreary reminder messages interdispersing the appalling muzak I have to sing loudly over whilst waiting. This is unacceptable and a complete waste of my time. I understand that NHS is under enormous pressure but this is just bad administration and information management. Now I shall have to go through the same process again. I am fuming
Visited February 2023
Review titled Teldoc - Lawley
Replied on 14 February 2023
Dear Mrs Rice Thank you for taking the time to feedback. We are very sorry to learn that you were unhappy with the service that you have received and would be happy to investigate your specific concerns by contacting us on teldoc.info@nhs.net to help improve our service. Many thanks Your Patient Experience Lead, Teldoc
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Review titled Appalling Management of patient service and care
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2023
Tried 4 days consecutively to book an appointment without any joy. Over 20 minutes each time waiting to get through to be told to ring back tomorrow and no routine appointments for over a month in advance. Very poor management, customer service and poor representation of the NHS. Definitely not being truthful when they say there are no appointments. I really don't know what the staff do all day in these surgeries of late. May as well hand their jobs over to robots.
Visited February 2023
Review titled Teldoc - Lawley
Replied on 27 February 2023
Dear Patient Thank you for raising your concern. We are very sorry to learn that you are unhappy with the access issues you have faced. We are grateful that you have brought this to our attention. We take all complaints and concerns seriously and would like to invite you to contact us on teldoc.info@nhs.net to help you receive better access to our surgery and us to improve our service. Many thanks Your Patient Experience Lead, Teldoc
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Review titled Why is everything so hard?
Rated 1 star out of 5
by Anonymous - Posted on 16 November 2022
So tired of Teldoc trying to push their system management issues back on to poorly patients. Tried to get a prescription today. Call queue of over 30 people, then told they can't order it, I need to call the surgery. Wait in another queue to be told they can't order it without a review, she can't book the review. Do they really think after 2 phone calls, waiting for goodness knows how long, I am just going to go away and try another day. She put it through anyway for sign off by the doctor so why not just do that in the first place! I need the prescription, just send it to the Doctor and order it!
Visited November 2022
Review titled Teldoc - Lawley
Replied on 23 January 2023
Dear Patient Thank you for raising your concern and we apologise for not responding to this comment sooner. We are very sorry to learn that you were unhappy with the service that you have received when trying to order your prescription. Prescription Ordering Direct (POD) is a service provided by the ICS and independent from Teldoc so we are unable to comment. Many thanks Patient Experience Lead, Teldoc
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Review titled Online consultation is useful
Rated 4 stars out of 5
by Anonymous - Posted on 06 October 2022
I use the online consultation to telling my problems then the app will arrange the phone appointment with in two days. Follow the appointment time I discuss with the GP then GP will give you the advice. I am asking to face to face to see Gp for future and deeper discuss about my problems.Then Gp arrange the appointment for me on oakengates even I registered in Lawely but it's ok for me not far away from my home.
Visited October 2022
Review titled Teldoc - Lawley
Replied on 23 January 2023
Dear Patient Thank you for taking the time to add a positive comment about online access. This is an alternative option to access medical advice and is available via our website: www.teldoc.org Many thanks Patient Experience Lead, Teldoc
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Review titled Dreadful service...would definitely not recommend
Rated 1 star out of 5
by Very unhappy ex-Teldoc patient - Posted on 22 August 2022
The Teldoc group of practices is absolutely unable to cope with the number of patients on it's books, and getting an appointment is like getting a winning lottery ticket. Seriously. The doctors, nurses and admin team are all really good and if you are lucky enough to get an appointment or someone to speak to you then that's great... however be prepared to spend hours on the phone trying to get through! You can't book online via Patient Access, can't attend the practice to book in person (even pre-Covid pandemic), can't do it by email - even for more 'routine' appointments you can only book these via the 8am phone scrum... constantly redialling only to be told they are too busy to even put you into the holding queue. Had to resort to booking an online private doctor's appointment via my employee scheme at work via video-link... they suggested getting a blood test done which then had to be requested via my own surgery. After a few days of calling, finally managed to get the blood form from the surgery. Results came back via text saying I did have an issue that needed attention, and to 'make an appointment'. Easier said than done... a week later and I still can't get one as I either can't get through at all, or when I do there are no appointments available - ridiculous. For a non-emergency issue which does not need a same day appointment, you are forced into the 8am phone chaos and waiting in line with all the people who really do need an appointment on that day for an urgent issue... when you then invariably can't get through and when you do, all the appointments have gone, you then have to try again the next day... rinse and repeat. Shocking service and I have now had enough. Am going to try and find a practice that is not part of the Teldoc network, although they do seem to have a stranglehold on many of the previously independent surgeries in Telford. Bigger is definitely not better and Teldoc have created a monster. I'm off to find a decent practice that actually provides services to patients - something Teldoc seem to have forgotton about.
Visited August 2022
Review titled Teldoc - Lawley
Replied on 23 January 2023
Dear Patient Thank you for raising your concern and we apologise for not responding to this comment sooner. We are very sorry to learn that you were unhappy with the service you have received from our practice, we are grateful that you have brought this to our attention. Many thanks Patient Experience Lead, Teldoc
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Review titled Patient advice for under age
Rated 1 star out of 5
by Anonymous - Posted on 22 July 2022
Worst experience ever, they do not prioritise under 5's, advisor told me that if I want on the day I should call at 8 when told her that symptoms developed after that hour she told me to call 111, no respect no dignity, when questioned about protocol she told me I'm rude and raised my voice and hang up on me. This is not allowed, it's a disgrace. Tax payers money goes for this type of staff to do whatever they wish.
Visited July 2022
Review titled Teldoc - Lawley
Replied on 29 September 2022
Thank you for your feedback. I am sorry to hear of the problems you have experienced. I would like to investigate what went wrong so that we can learn from this and prevent it happening again in the future. I would therefore ask you to contact me via teldoc@nhs.net at your earliest convenience. I look forward to hearing from you shortly. Teldoc's Patient Experience Lead.
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Review titled Unhappy patient
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2022
I think that Teldoc need to review their phone system as trying to get an appointment with a GP even when they have told you to book an appointment in 12 weeks is exasperating I have now been waiting 20 weeks and still cannot get an appointment with the doctor and I have now run out of the tablets I was given I wonder if the doctors know of this situation or are they being told everything is working fine. When you do eventually get an appointment you have 10 minutes surely the doctor cannot treat their patients correctly in that amount of time I wish they had not got so large as they obviously cannot cope with the amount of patients they have and who suffers the patient so many people say they are not going to ring the doctors as they cannot get through and when something then happens they are asked why didn,t you come before. Please someone sort this out
Visited July 2022
Review titled Teldoc - Lawley
Replied on 23 January 2023
Dear Patient Thank you for raising your concern and we apologise for not responding to this comment sooner. We are very sorry to learn that you were unhappy with the service that you have received from our practice and we are grateful that you have brought this to our attention. Unfortunately, Teldoc/general practice is dealing with a massive increase in demand due to the pressures on the wider NHS. We take all complaints and concerns seriously and would like to invite you to contact us on teldoc.info@nhs.net to help us improve our service. Many thanks Patient Experience Lead, Teldoc
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Review titled Not good enough
Rated 1 star out of 5
by Anonymous - Posted on 09 June 2022
After having blood test at end of January I received a letter telling me I had low Iron and eat foods with Iron in an to redo the tests again in April which I did results came back an Dr called me saying my Iron was still low requested I did a Bowel screening test to check for loss of blood that way have not heard anything from so I called the number today an waited around 30 minutes spoke to a nice lady who said the results were fine however she couldn’t tell what was going to be done about my Iron being low I need to phone in the morning to try to get a routine appointment, I think this is absolutely disgusting it should have been sorted when the results came back the problem is you can’t get to speak to the same person about your illnesses,I also had routine Asthma check in January was told to get a covid test done and I would be referred for a spirometer test once they had results they would contact me in April ( haha) I had that appointment today I asked them about the test an if I hadn’t done I’d still be waiting for the appointment they informed me they don’t do them anymore it’s taken nearly 6months to inform me of that an I’d already inquired about it about 3 weeks ago. Definitely disgusted patient considering moving definitely wouldn’t recommend TELDOC.
Visited June 2022
Review titled Teldoc - Lawley
Replied on 23 June 2022
Thank you for your feedback. I am sorry to hear of the problems you have experienced. I would like to investigate what went wrong so that we can learn from this and prevent it happening again in the future. I would therefore ask you to contact me via teldoc.info@nhs.net at your earliest convenience. I look forward to hearing from you shortly. Teldoc's Patient Experience Lead.
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Review titled Why no appointments
Rated 1 star out of 5
by Anonymous - Posted on 16 June 2022
Took nearly 1 hour holding on for face to face appointment through Teldoc at Lawley. Told there were no appointments and I must ring every day at 8am this is impossible for me as my pain level at that time was excruciating. Offered appointment at Madeley, but how am I meant to get there, I registered at Lawley. Told again no appointments. Rang 111 much better and polite person who listened, given next day timed appointment at emergency treatment centre which is off A and E at Princess Royal Hospital. No delays and doctor ordered blood tests at my GPS and gave me prescription. Asked Lawley pharmacist how I get blood tests at Lawley, he told me just to walk in. Waiting room in darkness, no patients waiting whatsoever, rang bell and booked blood tests with pleasant enough girl. Arrived for blood tests to be asked what they were for!! After nurse spoke with a doctor I have never heard of, 2 phials of blood were taken. Currently awaiting results but told if everything ok I will not hear anything. Teldoc the worst thing that has ever happened to Telford.
Visited June 2022
Review titled Teldoc - Lawley
Replied on 23 June 2022
Thank you for your feedback. I am sorry to hear of the problems you have experienced. I would like to investigate what went wrong so that we can learn from this and prevent it happening again in the future. I would therefore ask you to contact me via teldoc.info@nhs.net at your earliest convenience. I look forward to hearing from you shortly. Teldoc's Patient Experience Lead.