Practice Plus Group Hospital, Shepton Mallet
Old Wells Road, Shepton Mallet, Somerset, BA4 4LPContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Staff excellent
Rated 3 stars out of 5
by Evelyn (Anne) Leamon - Posted on 19 December 2022
Once I actually got to the hospital for my total knee replacement, the staff were excellent. However, my appointment with the consultant was 22nd June 2022 and my op was not until 24th November 2022 so had to go back for all checks again before op. Despite ringing for updates as to when my op was scheduled hopeless trying to contact the booking team. Have tried again today to contact booking team, (waited 16 minutes and gave up although supposed to be 2 in the queue) to find out when my 6 week appointment date is as I have received no notification. Disappointed at difficulty trying to contact the hospital booking team for any information. If you manage to send an email, that doesn't get answered either. Although the staff are excellent I would think hard about having another op at this hospital because of the delays experienced and lack of communication.
Visited Orthopaedics on November 2022
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 15 February 2023
Dear Evelyn, I am very sorry that it has taken so long to respond to your comment. We have been having problems with our phone lines due to the volume of calls we have been receiving and unfortunately to add to the problem we had a shortfall in staff in the bookings department. We do acknowledge we have a problem with the system and we are reviewing our phone system and our processes with regard to communicating with patients who are waiting for surgery. Please accept my apologies for the delays that you experienced. This is not the service we are accepting and should you choose to use our service again I hope the process will provide you with a better patient experience. Kind regards Jenny Apted Quality and Governance Manager jenny.apted@practiceplusgroup.com
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Review titled Extremely happy
Rated 5 stars out of 5
by Jackie B - Posted on 14 July 2022
I doubt I can adequately describe my feelings about my stay at the hospital nearly three weeks ago now for hip replacement surgery, from which I am making good progress in my recovery. I was understandably nervous at the thought of the operation, but felt more relaxed as time passed, as the staff somehow imparted to me confidence in their competence that they would see me through it all. I felt fully informed along the way and cared for with kindness and efficiency at all times from my first appointment. I particularly loved the words of the wonderful consultant anaesthetist, who told me I was part of their team for the time it took for my operation. It was a great way to make me feel special. I enjoyed listening to the banter and camaraderie of the theatre team, whilst they carried out my operation so highly efficiently and was impressed by the way they showed their respect for each other. I also loved the sense of humour of my consultant when he spoke to me before the operation. He made me feel totally confident in his care and I also appreciated that he popped in to see me before I left the hospital the next day. The nursing team were wonderful, physios and Xray staff kind and efficient and everything was very clean. I was very impressed with the amazing food, delivered always with a smile by members of the catering team. The meals would put some restaurants to shame. I have also been impressed by the follow-up phone calls from ward staff and physios since I have been home, always assuring me they are there if I need them. I am grateful as well to the pharmacist, who was so quick to send tablets that had been left out of the pack I brought home with me, and to the Booking team, who are so friendly and efficient. I hope I haven't left anyone out and if I have that they will consider themselves included in my thanks. I also hope my sincere gratitude can be passed on to everyone. I can now bore at length to anyone who will listen about the amazing experience I had due to all concerned and won't hesitate to recommend the Hospital to anyone who is considering where to have their operation.
Visited Orthopaedics on June 2022
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 26 October 2022
Dear Jackie, Thank you so much for your super review-the positive experience you have given is invaluable to our teams and we will ensure that this experience is fed back to all you mentioned. I know that all involved strive to provide the best care possible to all our patients. Thank you once again for your feedback. Kind regards Jenny Apted-Quality and Governance Manager
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Review titled A big thank you
Rated 5 stars out of 5
by Kevin - Posted on 22 June 2022
I had a day case hernia repair yesterday and wish to thank all staff involved. Throughout the experience I felt reassured, fully informed and cared for. I was very fortunate to get an earlier date through a cancellation. I felt just as fortunate yesterday, so a big thank you to all - nurses, anaesthetist, theatre staff and consultant. Your professionalism and supportive approach will be warmly remembered as I get back to a more active lifestyle.
Visited General Surgery on June 2022
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 22 June 2022
Good afternoon Kevin, Thank you for your lovely feedback. Thank you for accepting the cancellation slot for your surgery it helps us to ensure we are using all our available theatre space to ensure patients receive timely effective care. I am very pleased to hear you had such a positive experience. I wish you well for a good recovery from your surgery. Kind regards Jenny Apted RN Quality and Governance Manager
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Review titled Impossible to contact by telephone
Rated 3 stars out of 5
by Anonymous - Posted on 23 September 2022
I have had both eyes treated for cataract and have had excellent treatment. I have subsequently been referred for testing for glaucoma and have been trying to contact the telephone number on the referral document and have consistently been told that you are extremely busy and that I have been 12th in a queue. The one time after waiting for 20 minutes I got to first in the queue only to be disconnected and when I re-dialed I found that I was put back to 12th in the queue. This has been repeated. Why is there no call-back option? It would have been quicker and cheaper to drive the 15 miles to Shepton Mallet to talk to someone face to face. As it is, it is now 4pm and I have been trying to get in contact since 10.30am. I am not impressed with the telephone service given.
Visited Ophthalmology on May 2022
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 26 October 2022
Dear Patient, Thank you for your feedback and I am very sorry that you have had such a poor experience. We have been having large volumes of calls in recent months accompanied by staff shortages and this has led to poor call handling. We acknowledge this has been a problem and are taking steps to improve our telephone access but the problem is still being worked through. If you would like to call the reception and leave your number I would be happy to contact you and discuss the problem. If you are unable to call us you can leave a message via the contact us page on the PPG website. Scroll to the bottom of the page and you will find a form to fill out to send in your question. At times of high call volumes this may be a quicker option. I am very sorry that you had this experience and if it is still a problem for you please do contact me on this option. Kind regards Jenny Apted -Quality and Governance Manager
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Review titled Fantastic staff and service
Rated 5 stars out of 5
by Jane Ash - Posted on 24 May 2022
I had a day case surgery yesterday, and all the staff were amazing and caring , from the nurses , anaesthetist and surgeon . Please pass on my thanks Jane Ash
Visited Gynaecology on May 2022
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 30 May 2022
Dear Jane, Thank you so much for your comments. I will certainly pass on your praise to the teams involved in your care. Kind regards Jenny Apted RN Quality and Governance Manager
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Review titled Amazing hospital
Rated 5 stars out of 5
by Celia Brown - Posted on 13 June 2022
I had a Total Shoulder Replacement and was feeling apprehensive but I was soon put at ease. Every single member of staff that I came into contact with gave me reassurance, kindness and compassion. I cannot fault my treatment in anyway and am now well on the way to a full recovery. Thanks to each and every one of you.
Visited Orthopaedics on May 2022
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 14 June 2022
Dear Celia, I am very pleased that we were able to put you at ease during your admission for your shoulder replacement. To hear that the staff gave you reassurance, kindness and compassion is wonderful to hear and I am certain they will be proud to hear the feedback. Thank you for your comments. Kind regards Jenny Apted RN Quality and Governance Manager
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