Practice Plus Group Hospital, Shepton Mallet - Ratings and reviews
Reviews
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Review titled Outstanding Practice
Rated 5 stars out of 5
by Deborah Collins - Posted on 20 July 2023
When I was offered Shepton Mallet Practice Plus Hospital for my hip surgery I was so pleased because I know others who have been there & they all highly recommended it. Well, my whole experience from beginning to the finish was truly outstanding! The staff were dedicated, professional, kind, caring, understanding & many had a respectful sense of humour. I was placed on a 3 bedded ward & I enjoyed the company of my fellow patients who were also having orthopaedic surgery on the same day. The ward staff explained clearly what would be happening & times. Before surgery whilst on the ward I was visited by my consultant surgeon who answered any concerns or questions. In the waiting/recovery room I was so well looked after by a lovely nurse & whilst there I was visited by the anaesthetist & assistant surgeon who explained what was to happen & they answered any of my questions. All this happened in a friendly, calm environment. Well the spinal anaesthetic was excellent as it was comfortable & I was relaxed. Although I had some sedation, as I left the operating theatre I was already more conscious & by the time I reached the waiting/recovery room I was fully awake & feeling really good. The hospital was very clean & the staff always had plenty of time to take great care of you. It is now only 6 days ago since my surgery & 5 days since I left the hospital, but I can honestly write that I was so fortunate to have attended this hospital & would recommend it to others to make it their first choice. A big thank you to all the staff who took such great care of me whilst I was there as you are truly wonderful!
Visited Orthopaedics on July 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 27 July 2023
Dear Deborah, Thank you so much for your wonderful feedback. We aim to provide your experience to ALL our patients and find this feedback very gratifying to know what we do is valued. I have ensured that ALL the teams in the hospital have been able to read your comments. We are exceptionally busy at the moment, so it is helpful to everyone involved to get this positive feedback and to know our high standards are still able to be maintained. Kind regards Jenny Apted-Quality and Governance Manager
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Review titled Hip operation
Rated 5 stars out of 5
by Isabel Lodge - Posted on 20 August 2023
My hip operation could not have gone better. I have nothing but praise for all who looked after me - my consultant who was also my surgeon. The ward and surgical staff. The physiotherapists and everyone else. To all of you thank you so very much. I can't praise you all enough.
Visited General Surgery on July 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 31 August 2023
Dear Isobel, What amazing feedback to receive; thank you so much for taking the time to think of us during your recovery. I have forwarded your comments to all the teams. Jenny Apted -RN Quality & Governance Manager, Practice Plus Group Hospital Shepton Mallet
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Review titled Lovely staff & reassuring
Rated 5 stars out of 5
by Lesley hall - Posted on 29 June 2023
The overall visit to opthalmology on the 17 june was positive. The only problem that has occured is that I have not received day eye drops in the post as promised. I have tried to ring on numerous occasions & have been given the same number with no response. How I now get these drops I've no idea,has anyone?
Visited Ophthalmology on June 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 27 July 2023
Dear Lesley, Thank you for leaving your feedback. Please accept our sincere apologies; we understand that that you now have the correct eyedrops and that your recovery is going well. Kind regards Jenny Apted
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Review titled Highly Recommended
Rated 5 stars out of 5
by Barbara Huckle - Posted on 28 March 2023
Your Review: I attended the hospital for a total hip replacement on the NHS. I am suspicious of 5* reviews but as a retired nurse I know what counts. The surgeon was first class, professional, kind and very approachable. All the staff, doctors, nurses, housekeepers, kitchen staff, pharmacy, Xray, physio, knew their jobs ans did them well and with compassion. Have I missed anyone? it goes to show how many people are involved in the patient experience. My 2 bedded room was spotless, food good. Having surgery under epidural should hold no fear for anyone and is to be recommended. Shepton Mallet would be my first option should I require any further surgeries. Thank You!
Visited Orthopaedics on March 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 10 April 2023
Dear Barbara, It really is super to have your feedback. We work constantly to make improvements to our services and it really does count when one of our patient feeds back some positive comments-it gives a lift to the teams and makes them feel their hard work is valued and recognised; they will be so pleased to read your positive experience. Thank you so much for your time to write a response. Kind regards Jenny Apted- Quality and Governance Manager RN
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Review titled A deteriorating 'customer' experience?
Rated 4 stars out of 5
by Anonymous - Posted on 15 December 2022
Overall, our experience of treatments at Shepton Mallet (nine separate ops and counting!) has been overwhelmingly positive but a big negative factor has been growing this year - the difficulty, if not sheer impossibility, of communication. One phone number (0333 321 8278) given on this very website doesn't work at all. Another (01749 333600, option 7) might be answered eventually on a good day but more often one is 11th in the queue and can wait until exhausted or simply never allowed to join the queue (keeps ringing). There is no email address. All we have been trying to do today is discover who called us from 01749 333667 but we only ever get the engaged tone when ringing back - hence attempt to find out via the switchboard. We want to continue recommending the treatment centre but it needs somebody to think again about admin staffing levels or providing email contact or sorting out the telecoms technology - or all of the above!
Visited Don't know on December 2022
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 22 December 2022
Dear Patient, I am very sorry that you have had such a poor experience. Since the end of the pandemic we have been receiving many calls reaching numbers in excess of 200 per day and unfortunately we have had a reduced team due to unfilled vacancies to answer these calls. We have tested numbers that you were unable to reach us on and the 0333 321 8278 number is confirmed to be working. I am sorry if you had difficulties using it on your day of trying to contact us. The 01749 333600 number does not have an explanatory message to indicate that we are having high call volumes but following your comment we will now add this to ensure callers know there will be a delay. Our current system provides a ringing tone when you are connected to a number so please do hang on when you get through. We have investigated the 01749 333667 number and are puzzled by the fact that you had a call from it as this is an inpatient room and not used for outgoing calls by the staff teams. We are aware of the limitations on our phone system and are planning to improve the call handling system throughout this year but we do appreciate this does not help your poor experience in contacting us. If you would like to contact me individually, please make contact through the website on the ‘contact us’ button. This will take you through to a form to complete. If you would like to discuss your case in more detail with me then please contact Jenny.apted@practiceplusgroup.com. I would like to apologise again for your poor experience in being able to make contact with us. Kind regards Jenny Apted, Quality and Governance Manager
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Review titled Extremely satisfied
Rated 5 stars out of 5
by Jackie - Posted on 16 January 2023
I consider myself very lucky to have been able to return to Shepton Mallet in November for a replacement knee operation, having had a hip replacement operation at the Hospital in June. Again, the wonderful care I received from everyone involved is something for which I will always be grateful. I would like to record huge thanks to the theatre, anaesthetic and nursing teams, also the catering team who provide lovely food and are always friendly and helpful and the booking team who are always friendly and efficient. I would not hesitate to recommend opting for treatment at Shepton Mallet to anyone who is in a position to do so.
Visited Orthopaedics on November 2022
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 15 February 2023
Dear Jackie, Thank you for posting your comment. I am very pleased that you had a positive experience during your treatment with us at Practice Plus Group Hospital Shepton Mallet. The teams will be so pleased to receive your lovely comments. Kind regards Jenny Apted Quality and Governance manager
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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