Shepperton Medical Practice - Ratings and reviews
Reviews
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Review titled Frustrating experience
Rated 2 stars out of 5
by Anonymous - Posted on 14 January 2023
Tried to make appointment, called early Monday no answer on phone. Tried early Tuesday, got through after a long wait. Made appointment for 3:50pm. Later the same morning, had a call, moving my appointment to 3:30pm, which as I was at work was not great. But to help out I agreed. I arrived at 3:20. Surgery fairly quiet. 2 receptionists. Just me to check in. When the receptionists had finished their conversation, receptionist 1 asked my details but could not find me, meanwhile another patient arrived and checked in by receptionist. 2, for the same timed appointment with the same doctor! I mentioned this to staff, she mumbled something and checked me in. I waited, other 3:30 patient went in at 3:30, then a male patient, I went to reception at 3:55 to find out what was happening and was told I should be next. I went to see Doctor at 4pm. He was kind and helpful. But my overall experience was poor,and the worst thing is no one apologised, if someone just said sorry it would make such a difference.
Visited January 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 on your experience. If you wish to contact me I can make the relevant enquiries to see what went wrong. Lynn Carter Reception Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Patricia Smith - Posted on 30 November 2022
I had a life threatening allergic reaction to something I had eaten and went to the surgery in a state of sickness, fainting,breathlessness and an itching rash all over the top half of my body. The on duty doctors acted immediately to stop my suffering and called an ambulance to take me to St. Peter’s. I had thought I was dying and was so grateful to the doctors at the surgery when my pain was eventually stopped and I wrote and told them so. I could not have asked for more speedy attention and careful attention.
Visited November 2022
Review titled Shepperton Medical Practice
Replied on 01 December 2022
Dear Mrs Smith, Thank you for taking the time to post this review. I was working in reception the day you fell ill and attended the surgery and feel very proud that we all did our utmost to assist you and am happy that there was a positive outcome for you. Lynn Carter Reception Manager
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Review titled Efficient and friendly service
Rated 5 stars out of 5
by dave gledhill - Posted on 01 December 2022
Phone answered quickly, telephone appointment booked at a time to suit me. GP consultation efficient and productive. Reception staff amazing, friendly and organised paperwork for an x ray and blood tests. Once tests done, popped in to get results, once again, amazingly friendly and efficient receptionist looked after me and gave me a copy of my x ray report. My experience could not have been any better. Thank you.
Visited November 2022
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear Mr Gledhill, Thank you for your very positive feedback. I will pass your remarks onto the reception team. We are all too often criticised, however we are working in unprecedented times where the demand for all NHS services is at a premium and we can only offer patients what appointments we have. Lynn Carter Reception Manager
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Review titled Improved
Rated 4 stars out of 5
by Anonymous - Posted on 17 October 2022
After all the negativity recently I felt I had to report on my experience today. I called at 08.03 and spoke to a very pleasant receptionist after holding for about 10 minutes. I requested to see a Doctor and was asked what the problem was and had an appointment at 09.40. Unfortunately there seemed to be a miscommunication between the practise and the Doctor so I had a longer wait. This was advised to me when I arrived so not a problem in it's self. I am keeping my fingers crossed this is the future as it was less than 2 hours between my call and seeing the Doctor. Keep up the good work and the training must be paying off as the Receptionist was courteous and kind as was the Doctor. Thank you.
Visited October 2022
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear Patient, Thank you for your feedback form. It is encouraging for the reception team to receive positive feedback. Whilst all receptionists would love to be able to give every patient an appointment unfortunately we never have enough! However we now have timed GP appointments available at Ashford & St Peters Hospital which hopefully will assist in patients being able to access GP services when needed. Lynn Carter Reception Manager
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Review titled Continuous excellent healthcare by the Shepperton Team
Rated 5 stars out of 5
by Anonymous - Posted on 12 October 2022
For both long term and short term healthcare needs l have experienced continuous patience , care and understanding by the Reception and Admin staff. The Nursing Team back all of this up; last week l was ill after an injection and was given so much extra time to be sure l was ok. The Doctors have been outstanding in their practice. My own Doctor, in the last two weeks going above and beyond to search through records from my previous practice to help solve a problem making me feel as if l were her only patient and giving me reassurance; so knowledgeable and tenacious in her practice. This morning, for an unrelated problem, l followed the email at 8am guidelines and was seen by a Doctor within 90 minutes . Such amazing professionals in their skills. It would be remiss if me not to post this review; the least l can do to express my sincere appreciation and to share how reassuring it is to have such a Practice in Shepperton. In times of such extreme pressure all round , thank you.
Visited October 2022
Review titled Shepperton Medical Practice
Replied on 13 October 2022
Dear Patient, Thank you for taking the time to post such a positive review. I have passed your feedback onto staff and I must admit it is morale boosting to receive such positive comments. Lynn Carter Reception Manager
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Review titled Excellent
Rated 5 stars out of 5
by ASE - Posted on 04 July 2022
I used the on line form at 8 am received a call within the 2 hour time slot. The doctor was very helpful and arranged necessary further action. Five star treatment
Visited July 2022
Review titled Shepperton Medical Practice
Replied on 26 July 2022
Thank you for taking the time to post this review. The telephone triage system has come in for a lot of negative reviews from patients, however we also accept it is a system that a lot of patients like. We accept that not everyone is going to be happy with this system that has now been in service for a little over 2 years. It allows our phone lines to be less busy allowing patients who do not have internet access to get through to the surgery to book a GP appointment. I am pleased you had such a positive experience. Lynn Carter Reception Manager
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Review titled Excellent, professional and caring practice.
Rated 5 stars out of 5
by Anonymous - Posted on 19 July 2022
We feel lucky to have a health centre staffed by such good hearted and efficient group of doctors, nurses and reception staff as we do in Shepperton. Whilst we can only speak from our personal experiences. We know sometimes it can be difficult to get an appointment or to get a message to doctors. On the whole whenever we have desperately needed their help we have received it. My wife’s life was saved by prompt effective treatment by one of the doctors, (together with the receptionist who dealt with me when I told her how worried I was about my wife’s deteriorating condition). We were told afterwards by a consultant that had Shepperton medical practice not acted when they did she would have died. I have developed a number of health problems over recent years. Every time we’ve needed to contact a doctor or nurse we’ve usually been able to the same day. We’ve noticed that during the last two years over the Covid pandemic time that the majority of reception staff have changed. Considering the majority of staff are fairly new we have not noticed any deteriorating standards in service or promptness of response. We would like to say a wholehearted thank you to all of them. Whilst a few of the original doctors remain many are new. We have so far been treated by four of the new doctors. We have been really impressed by both their diagnostic skills, the effectiveness of their treatment and their caring follow ups. All of the current staff at the practice deserve greatest praise for their efforts under extremely difficult circumstances. We have found the receptionists are astute and caring in recognising when a patient urgently needs to see a doctor, and helpful when you need tests done or appointments made. The Practice Nurses are extremely professional, caring and gentle. From two Shepperton residents and grateful patients.
Visited July 2022
Review titled Shepperton Medical Practice
Replied on 26 July 2022
Many thanks for taking the time to post this review. The reception staff are trained in triage and recognise when timely action needs to be taken. I am pleased that you were happy with the service you obtained. We receive a lot of negative press, and it is heart-warming to receive a positive review and I have passed on your comments to all the staff.
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Review titled A Total Shambles
Rated 1 star out of 5
by Nick Garrett - Posted on 13 July 2022
Just a brief note to thank you for the outstanding service today. Not. I hand deliver a letter for one of the gp's and all I get is a text message response. That's truly superlative patient care. You should feel really proud of yourselves.
Visited July 2022
Review titled Shepperton Medical Practice
Replied on 26 July 2022
Thank you for your feedback form. I will try and address your concerns. On instructions from the doctor one of the reception staff did send you a text message detailing how you could book a GP appointment via our website as we could see you had access to the internet. . I can see that you took this information on board as you did manage to book an appointment. Should you wish to discuss this any more, then please contact me. Lynn Carter Reception Manager
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Review titled Booking System Failure for Working Families
Rated 2 stars out of 5
by Anonymous - Posted on 09 June 2022
Shepperton Medical Practice believe and I quote "the majority of people are available at 08.00 to book an appointment online" to chase an appointment for the day which is then prioritised by time received. Believe me, if you miss this deadline (08.39) you will not get an appointment despite being asked by 2 GP's, 2 days earlier to follow up for a serious child issue that they were unsure of and could not diagnose at the time. Their words, "if this gets worse you must call us back". Now with 2 children not well at this stage (couldn't make this up!), I needed another appointment, now I'm chasing 2 appointments. You are then in system that will service patients by a call first (receptionist said my request was at 08.39 so people before me), I addressed how does this system work for working families who Monday - Friday are working and their children are at school?. I was told I am 'the few'. Not sure I buy this SMP. I am not the few. Explain how if I'm at the office and my child is in school (who does need to see a doctor as urgent I agree and is not so urgent as my other child), that we together seek important medical advice over a call from different locations? Call me old fashioned of about 2 years ago but the previous system of booking an appointment and organising such schedules would seems to be able to solve this. But you think this current system works? To top this off, a text was sent to my son who was at school. I called repeatedly to speak to the practice manager, the calls were put on lengthy holds and I called back several times. Feedback on google, social media and general community discussion suggests it is not working and serving patients. I really wonder if you are taking any of this onboard? I was told by a receptionist I don't read the reviews..... well failure to acknowledge this to improve the patient experience and improve your service for the few and the many isnt good enough.
Visited June 2022
Review titled Shepperton Medical Practice
Replied on 10 June 2022
Dear Patient, I'm sorry that you are finding access to the practice frustrating. There is still unprecedented demand and we are seeing patients with a backlog of problems. With regard to continuity of care, if a GP or clinician need to see a patient again for continuity they will arrange a follow up. Once the online forms automatically shut off when we're at capacity, you are still able to telephone the practice and we will signpost you to the most appropriate care. This is not always a GP within the Practice. This could include a duty doctor within the practice if there is availability at the time, failing that you may be referred to another NHS primary care provider such as a local pharmacy, walk in centre or the LIVI app. Yours sincerely, Shepperton Medical Practice
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Review titled Awful Practise
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2023
Awful Practise. I feel sorry for all patients that are still registered here. Not only are the reception staff extremely rude and invasive when you call to make an appointment but they are also extremely rude to your face. I have never been to such a practise where I have been made to feel like I am a problem by calling my GP to try and get an appointment. The Doctors are ok, but nurses are extremely rude, particularly rude, unfiltered comments around issues you come to them with. They make you feel small and like you are a time waster. Please move practise if you can, this is terrible!
Visited June 2022
Shepperton Medical Practice has not yet replied.