Teldoc - Lawley
Lawley Medical Practice, Farriers Green, Lawley, Telford, Shropshire, TF4 2LLContact details and opening times
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Reviews
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Review titled Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 24 August 2023
I have read all the reviews on this surgery and quite frankly, they are all accurate. The level of service is unacceptable to say the least - Yes everyone is very polite but they lack efficiency and basic level of duty of care. It all begins with an appalling appointment booking system via telephone. And you cannot book a normal GP appointment via the patient access app - that is equally as useless. I am looking to move to a GP surgery where I can speak to someone without waiting on the phone for hours. In fact it has taken me 2 monthsto get through via phone.
Visited August 2023
Review titled Teldoc - Lawley
Replied on 06 September 2023
Dear Patient Many thanks for letting us know about your concerns with accessing our service. We are sorry to hear that you are unhappy with this service but grateful that you have given this feedback. Unfortunately, demand on our service has increased significantly and has been made worse by backlogs in the wider NHS system. We are doing our very best to improve our service within the resources we have available. If you are able to avoid ringing the practice between 8am – 9am you are likely to have a much shorter waiting time to get through. We take all feedback seriously so if you would like us to look in more detail at the specific concerns you have raised, please contact the practice via the patient experience page on www.teldoc.org Many thanks Patient Experience Lead
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Review titled Do you even care?
Rated 1 star out of 5
by Jason Fullwood - Posted on 17 August 2023
Having moved to Telford a little over 4 years ago, I can honestly say without a shadow of doubt that Teldoc Lawley is easily the worst practitioner l have ever been to. Your telephone service is insulting. You defend this by saying that you have a team to answer the pressing calls, which I find interesting that I called the other day at 11.00 and I was position number 30. Thirty. Let that sink in. That wasn't off peak. That wasn't lunch time. Stop coming up with permanent excuses to get out of accountability. Your staff lied to me twice. I rang the other day and after 45 minutes of waiting to be spoken to I finally got through and asked where I can drop off my semen sample, I was told specifically Lawley. So I got there, proceeded to wait in a queue and dropped off my sample to the receptionist who gladly took it and confirmed if my details were on there, which they were. So imagine my suprise when I get back to my office (late because of your slow staff) and get a text message stating that it needed to go to the hospital instead (they couldn't be bothered to tell me which one). So I was late back to work, used and wasted one of my two specimen bottles, and lied to. Stop coming up with excuses, stop deflecting the issues, stop defending your poor staff and stop with the shocking wait times. Enough is enough. Get your staff the training they sorely need, or better yet hire people who can actually do their job. Also remove the telephone system. Its impossible to book an appointment.
Visited August 2023
Review titled Teldoc - Lawley
Replied on 06 September 2023
Dear Jason Thank you for your comments. We would like to apologise for the experience you have endured at our practice. We value your feedback and will use your comments as a learning tool to improve our service. Many thanks Patient Experience Lead
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Review titled Impossible to get any care or service
Rated 1 star out of 5
by Anonymous - Posted on 17 July 2023
I have never known a surgery be so difficult to get in contact with. I am starting to wonder if they are actually open anymore as the telephone number is almost always closed to taking calls to join the queue. Surely there must be a better system. We are in desperate need to book an urgent appointment and yet again, it is impossible to get through. This isn't just another moan, this is a plea to management to make some urgent changes to the size of your surgery and the bookings process as you are not fit for purpose anymore!!! Surely an area the size of Lawley cannot function now it has grown... please start answering the telephone!!!!
Visited July 2023
Review titled Teldoc - Lawley
Replied on 24 July 2023
Dear Patient Thank you for your feedback. We are sorry to learn that you are experiencing difficulty getting through on the phone. If possible, you may wish to try ringing after 9:30am, avoiding the peak call time between 8am – 9am where we may receive well over 1,000 calls. Our Call Handling staff work very hard to deal with calls as quickly and as efficiently as possible. You may also wish to consider using our Online Consultation service by visiting our website at: www.teldoc.org Unfortunately, when new housing is built, as in Lawley, there is no provision for the expansion of support services such as General Practice and schools etc. We work hard to provide the best service we can within the resources available to us. Many thanks Patient Experience Lead.
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Review titled Service with aptitude
Rated 1 star out of 5
by Lloyd Bowen - Posted on 20 June 2023
Went to have a bandage change by a nurse at the practice. She changed it then told me several dates for the bandage to be changed again. I didn’t hear her properly and asked her to repeat them for me, to which she replied there are other people waiting to be seen, to which I replied they will have to wait. It doesn’t work like that she said!? She then turned around and said I’m not a receptionist you know!!!! Rude and arrogant comes to mind. I was also told by reception when I made the appointment, that I was the last person of the day to see the nurse. Sounds like she’s a liar aswell. It’s no surprise that people leave such poor reviews. Be nice to people when they need help, engage your brain before opening your mouth...
Visited June 2023
Review titled Teldoc - Lawley
Replied on 24 July 2023
Dear Mr Bowen Thank you for you feedback. We apologise that you were offended by the attitude of the nurse you saw. If you would like me to investigate further please contact me directly by visiting our website: www.Teldoc.org Many thanks Patient Experience Lead, Teldoc.
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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