Shepperton Medical Practice - Ratings and reviews
Reviews
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Review titled Friendly and extremely quick service
Rated 5 stars out of 5
by David Gledhill - Posted on 04 March 2024
Popped in today, spoke to reception. Booked a call from a GP in the next couple of hours. GP called, excellent consultation, discussed options and agreed a plan. The 2 people I dealt with could not have been more friendly, efficient and professional. Thank you.
Visited March 2024
Shepperton Medical Practice has not yet replied.
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Review titled Appointments
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2024
Booking an appointment at Shepperton medical practice is non existent, patients now turn up at the surgery at 7.45 an line up. Then when you do get to see a doctor after months and months of trying to get an appointment, its someone youve never seen before, and you're told, you only have 10 minutes or make another appointment and they can only deal with two complaints. Its disheartening, especially if you work full time. There's no compassion or understanding at Shepperton medical centre. I am so fed up with it, I'm thinking seriously of finding another surgery. A very unhappy patient...
Visited February 2024
Shepperton Medical Practice has not yet replied.
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Review titled Doing their best
Rated 2 stars out of 5
by Anonymous - Posted on 04 December 2023
First the good stuff - you're doing a near-impossible job and I salute you for keeping things running in such trying times. But I'd love to have just a bit of kindness at reception, really. I don't come to the doctor often and I don't really know what the process is, so a smile and a short word of explanation when I'm confused would go a very long way.
Visited December 2023
Shepperton Medical Practice has not yet replied.
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Review titled Great friendly service
Rated 5 stars out of 5
by dave gledhill - Posted on 12 November 2023
Called to order a repeat prescription, the lady who answered could not have been more helpful. Called me twice later with updates. Outstanding service. Not allowed to name her strangely, but she was amazing. Thank you.
Visited November 2023
Shepperton Medical Practice has not yet replied.
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Review titled Absolutely Useless
Rated 1 star out of 5
by Daniel Thorne - Posted on 20 November 2023
Absolute rubbish. Not interested at all in their patients. I ring at opening time and the phone just rings and rings continually for anywhere up to an hour until someone picks up the phone and drops the call immediately without a word, so you have to start over. The staff are beyond poor. When you do eventually get through, they have no appointments and you have no option but to call back at 13:00 or 08:00 the following day for a rinse and repeat. They were not interested in helping me so I went to the hospital, where something potentially nasty was picked up on a CT scan. The lazy staff at the surgery never update the 111 app which renders it useless. And when I ask to just speak to my GP about next steps after some news from the hospital I wanted further information about, I have to book an appointment, which I can never get. Its easier to meet a celebrity than it is to get an appointment at Shepperton Medical Practice. Avoid like the plague. I'm going to A&E for everything now because of this utter joke of an establishment.
Visited November 2023
Shepperton Medical Practice has not yet replied.
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Review titled An Utter Shambles
Rated 1 star out of 5
by Daniel Thorne - Posted on 06 July 2023
Referred to the Shepperton Medical Practice (gp) by the 111 service. Called smp at 08:00. Kept getting line busy response. Eventually got through to the switchboard after an eternity of listening to awful queue music. Phone rang a few times before the call was dropped. Tried other options in the menu and still kept getting calls dropped. After 45 minutes of trying I finally got through to a rather rude and abrupt receptionist. Explained the issue. No appointments left. I mentioned just going to a walk in instead. The receptionist then offered me an appointment for 8pm with one of their doctors which would be ideal. I accepted. Got the text through some time later telling me my appointment is at Ashford Hospital!!! Can't get there and this was not explained to me by the receptionist. I was under the impression that it would be in Shepperton. I went to a walk in. I saw the triage nurse, who said they would speak to the smp and get an appointment for tomorrow as I really need to see someone. She came back after some time and was told that the smp had blamed me for everything stating that an appointment was offered but I turned it down. Yes. In Ashford!!!! The smp refused to make an appointment for the next day. Disgraceful service. I give up using it. If I keel over, I keel over.
Visited July 2023
Shepperton Medical Practice has not yet replied.
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Review titled Doing a difficult job
Rated 4 stars out of 5
by ASE - Posted on 03 April 2023
I’ve tried to phone as suggested but no luck so far. I don’t blame the surgery staff at all. There are more & more flats being built which means more patients for the surgery and no extra staff to cope with the influx. As far as I’m aware the surgery deal with urgent matters quickly and are supportive.
Visited April 2023
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear Patient, Thank you for your feedback. It is very difficult to respond to your particular comments when I havent been given the opportunity to investigate your complaint. My advice is if you phone at 8am to book an appointment stay on the line as calls are answered in rotation. Please do not hang up as you will go to the back of the queue. We also have extended access appointments we can offer patients. These are timed GP appointments at Ashford & St Peters Hospital within the Acute Illness Unit. We normally have several of these appointments we can offer patients. Lynn Carter Reception Manager
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Review titled Variable success
Rated 2 stars out of 5
by Ase - Posted on 11 April 2023
I rang 44 times this morning and a busy signal seems to be default setting! I downloaded nhs app that’s not much help. Like someone else who commented - I give up with nhs service. Too many patients too few doctors. I’m sure the staff do their very best but it’s a matter of does one have a few hours to waste trying to actually Speak to someone.
Visited April 2023
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear Patient, Thank you for your feedback. As you have chosen to be anonymous it is very difficult for me to comment. However we have several staff members on the phones in the morning as this is our busiest period. I am able to track phone calls in to the surgery so I would be interested to know your contact details to track your call and see where the problem lay. If you wish to contact me I would be happy to discuss this with you. Lynn Carter Reception Manager
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Review titled Bedside Manner
Rated 2 stars out of 5
by Anonymous - Posted on 21 March 2023
I've been a patient at this practice for a number of years and my experiences have varied dramatically and on occasion have been downright awful. Today I phoned the reception as I had not received any feedback from recent tests. I found the responses rude and dismissive and after being told that no one had contacted me because the results were OK so no one needed to I had to point out that the doctor themselves had said the first test were potentially unreliable so after results are returned (suggested turnaround 1 week but I waited 3 before contacting myself) there would be contact and a follow up appointment. This did not lead to me being booked in, it led to the receptionist telling me I needed to call tomorrow before 8 as they had no more appointments today (I did not insist on an immediate appointment despite the delay). This is simply not good enough from the people on the desk (the face of the practice) or from the person who was supposed to follow up. Prostate cancer is one of the most serious threats facing men today and we're often told we do not take it seriously enough yet the hoops I've had to jump through simply to get through reception and to get tested are not really acceptable, especially considering the fact I'd instigated this as a result of the death of a close family member from the disease.
Visited March 2023
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear Patient, Thank you for your feedback. As you have chosen to remain anonymous it is very difficult for me to comment any further on the matters raised by you. However, if results are of concern, in the first instance a doctor would be contacting you. We are unable to phone every patient who has tests to advise them of the results. You can phone the surgery Monday-Friday after 4pm for results. Results can also be viewed on the NHS app or on Patient Access. If you do not have access please contact the surgery to obtain this. Lynn Carter Reception Manager
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Review titled Upsetting Service at Reception
Rated 1 star out of 5
by Anonymous - Posted on 24 March 2023
I received a really good service from receptionist 1 in the morning who was willing to help (get me an appointment through unofficial ways) she said, "only because you're nice"... I mean, that's lucky for me I guess!? Receptionist 2 later that day, and here's what I got after I was after some further assistance, quite the contrast. And I quote: "I can't be bl***y doing with this!". "Rude?! I am not rude!". "No I won't tell you my name - Go find out yourself...go on". "Oh go make a complaint then" and "Byeee" in a mocking tone. Really upsetting, confusing, concerning. How can NHS staff be like this to a (and I quote) "nice" person? And seriously, niceness or not, it's irrelevant. I was a person in need of care. I feel uncomfortable to go back now for care there. I also feel like a formal complaint would not be taken seriously, as she sounded very confident in her ability to be such a bully to a patient without consequence. So many reviews online about the same type of thing happening time and time again.
Visited March 2023
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear patient, Thank you for your feedback. As you have chosen to be anonymous it is very difficult for me to comment. However I would advise you that all phone conversations are tape recorded, so if you wish to contact me I will be able to listen to this phone conversation and take the appropriate action. Lynn Carter Reception Manager