Teldoc - Oakengates
Oakengates Medical Practice, 27 Limes Walk, Telford, Shropshire, TF2 6JJContact details and opening times
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Reviews
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Review titled Impossible to access practice
Rated 1 star out of 5
by Keith Tudor - Posted on 27 March 2023
Having both fallen ill recently, and also having withdrawal symptoms from a drug administered to me by Teldoc a long time ago , I needed to contact the doctor, I rang when the practice opened, but could not get through at all , "due to a high volume of calls", this appears to be a daily pattern, where you are supposed to call again the next day, and then the next day, and then the next day, seemingly for infinity, or until you die, or the illness cures itself ? Eventually, I had to call 111 to make an appointment at the Princess royal Hospital. They were able to see me the next day, this resulted in my having to pay huge parking fees, and petrol costs etc, that would have been unneccessary if Teldoc had not failed to meet it's obligations to their patients. The last three times I have managed to talk to someone at Teldoc, it has been, a Pharmacist, a paramedic, and a nurse, all of which were helpful, but where were the doctors ?. This service is shameful, and in my opinion breaches the contract between doctor and patients. I have paid NHS contributions for over 40 years, and this is the service I can expect ! , this should not be , (and was not in earlier times), considered to be a reasonable patient experience. This "service", requires a thorough audit of it's activities, in particular regarding the percentage of patients it sees in relation to the number of people who attempt access to it, ( not just the number that get through), and who they are actually seen by, what percentage are doctors ?, what percentage are other miscellaneous medical personnel, ie, Pharmacists, paramedics, nurses etc.
Visited March 2023
Review titled Teldoc - Oakengates
Replied on 31 March 2023
Dear Mr Tudor Thank you for raising your concerns. We are very sorry to learn that you were unhappy with the access issues you have encountered. Unfortunately, the increase in patient demand is a national issue. Demand on our service has increased exponentially and Teldoc are doing our very best to manage within the resources we have. Our call volumes, call waiting times and call demand are continually monitored and we endeavour to provide call handling capacity to meet this demand the best we can. However, there are particular times of the day, for example 8am, when it would be impossible for us to match call volume. There is a national shortage of General Practitioners and other senior clinical staff and the promise of more GPs and Nurses into the NHS over the past decade has not materialised which makes recruitment very difficult. Together with the increasingly expectations of some patients, the pressure continues to increase on the services we provide. For many years General Practice and other healthcare organisations have utilised a wider clinical workforce of highly trained clinicians (Pharmacist, Nurse Practitioners, paramedic, Physician Associate) It is good to hear that your experience of these clinicians has been positive. Please be reassured we take all complaints and concerns seriously and are continually trying to improve our service. You are welcome to contact us on teldoc.info@nhs.net if you wish us to respond further. Kind regards Patient Experience Lead, Teldoc
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Review titled Great service
Rated 4 stars out of 5
by Nicola Harris - Posted on 22 February 2023
Completed an e consultation form, was called back by a doctor within the stated time scale. Dr arranged for a blood test and examination for the next day and requested a scan. I was seen for my blood test promptly and and the advanced care practitioner saw me early . So far , could not have asked for better service.
Visited February 2023
Review titled Teldoc - Oakengates
Replied on 27 February 2023
Dear Nicola, Thank you for taking the time to comment about Teldoc’s Online Consult Service and the prompt service you recieved. We are pleased you found this to be an effective way to access the care you needed. Many thanks Your Patient Experience Lead
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Review titled Very poor
Rated 1 star out of 5
by Anonymous - Posted on 08 January 2023
The NHS is in a mess Here is my story here at Teldoc I ring at 8 am for several weeks and the call cannot be put forward.. I then ring later in the day and told there are no appointments for the next 4 weeks and to ring the next day. This paradox is both frustrating but more importantly neglectful to patients. Why are they using a system that doesn’t work. Why are there no appointments to book door non urgent matters and why are the on day appointments being flooded by non urgent requests? I would suggest that Teldoc do a root and branch review of the way it works for their patients and provide a structure for appointments that is fit for purpose.
Visited January 2023
Review titled Teldoc - Oakengates
Replied on 23 January 2023
Dear Patient Thank you for raising your concern. We are very sorry to learn that you were unhappy with the care that you have received from our practice and we are grateful that you have brought this to our attention. Teldoc/general practice is currently dealing with a huge increase in demand created by backlogs in the wider NHS. We take all complaints and concerns seriously and would like to invite you to contact us on teldoc.info@nhs.net to help us to improve our service. Many thanks Patient Experience Lead, Teldoc
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Review titled Teldoc poor on all fronts
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2022
Very rarely go to a doctor but when I do I dread dealing with this practice as you are made to feel like patients are an inconvenience. On the rare occasions I need an appointment it is almost impossible to see a doctor face to face. After putting off going to the doctor for six months, I had a few different symptoms which I was concerned about and couldn't ignore any longer. No questions were asked about the symptoms I was suffering from (which included some heavy bleeding) and I was told to just send a photo of a rash I had. I was prescribed way more medication than was needed, most of which was unnecessary. In the end I paid to see a consultant dermatologist regarding the rash. They saw me in person, identified the problem straight away, and prescribed different medication. The money I had spent on the prescription from Teldoc surgery was totally wasted and the diagnosis wrong. May be an interest in the patient's symptoms and actually seeing patients in person would help, rather than relying on photos.
Visited November 2022
Review titled Teldoc - Oakengates
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 care that you have received from our practice and 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 us to improve our service. Many thanks Patient Experience Lead, Teldoc