Teldoc
Malinslee Surgery, Church Road, Malinslee, Telford, Shropshire, TF3 2JZContact details and opening times
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Reviews
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Review titled Unable to get appointments
Rated 1 star out of 5
by Anonymous - Posted on 23 July 2024
Absolutely awful service from Teldoc. I've been trying to get through to book an appointment with my Diabetic Nurse for 2 days now. I either get the "too busy to accept the call" message or if i do eventually manage to get past that I've been told I am caller 50. Yesterday I waited on the phone for over an hour after trying to get through for over 5 hours, I still didn't manage to get through to make an appointment, I got down to caller number 30!!! Today I've called 23 times and not been able to get past the "too busy" message. Absolutely appalling service, what do you have to do to get an appointment?!!!
Visited July 2024
Review titled Teldoc
Replied on 06 August 2024
Dear Patient, Thank you for taking the time to raise your concerns. We are sorry to hear you are not happy with access to our practice. We are working hard to help alleviate the telephone access issue and this week have launched our new online triage system, Health Co-Pilot. You may have already received some messages about this. Health Co-Pilot provides an alternative means of access to the practice other than telephone. Your needs will be triaged by our clinicians and should you require an appointment we will contact you. For more information and to submit any medical query you have, please visit: www.teldoc.org Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to send this comment through. Should you wish for us to investigate your specific concerns further, please kindly do so by contacting us via the link below: https://teldoc.org/patient-experience-centre Patient Experience Lead
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Review titled Shocking - Avoid
by Anonymous - Posted on 28 June 2024
Since COVID Teldoc is a disgrace. I really am struggling. I have PTSD and really struggle with making and receiving phone calls. Sadly Teldoc seems to be making Telephone the only way to make or cancel appointments. I also need to find out information about why my prescription was not approved. But sitting in a queue of 37 people (or often just being told the line is over capacity) is a lot of anxiety for me. Why can I no longer book / cancel appointments online? Why can I not email the practice for simple questions? Making everything telephone based is clogging up the already overwhelmed phone lines. Since Covid Teldoc has not been fit for purpose. I have only seen a GP once since then and that was because an external agency requested an appointment for me. The collapse of the GP service in Telford means many more poorly people clogging up A&E who should have been dealt with at either a practice nurse or GP level. Teldoc ruined the excellent Lawley medical practice. I can no longer get appointments with my preferred GP, even my regular B12 injections with a nurse are a lot of stress to arrange due to the phone lines. You really need to make more facilities available online, you have the technology as I used to book and cancel appointments online. There was also a way of contacting the practice by email which seems to have disappeared too! I wish I could transfer to another practice - but Teldoc own most of the local ones so it will be just as bad.
Visited June 2024
Review titled Teldoc
Replied on 03 July 2024
Dear Patient, Thank you for raising your concerns. We are sorry to hear you are unhappy with access to our services and appreciate your frustrations. Teldoc is experiencing a huge increase in demand since covid and are working hard to help alleviate some of the issues our patients are experiencing when trying to obtain an appointment. As an alternative to telephone, you may wish to consider using our online system, Health Co-Pilot. You can use this service to submit any medical query you may have. We are hopeful that in time, this system will reduce demand on our phone lines and will become our main point of contact. New build housing within the Teldoc catchment, particularly Lawley area, has further increased demand on our service. Without our ability to offer appointments at other Teldoc sites, the service would have undoubtedly have become unsustainable. Unfortunately, there has been no additional funding within the NHS to expand our service or our estate. We will continue to strive to provide the best service we can. For more information on Health Co-Pilot, please visit our website https://teldoc.org/health-co-pilot/ Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to send this comment through. Should you wish for us to investigate your specific concerns further, please kindly do so by contacting us via the link below: https://teldoc.org/patient-experience-centre Patient Experience Lead
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Review titled Disgusting service
Rated 1 star out of 5
by Anonymous - Posted on 07 May 2024
Due to having my asthma medication Ventolin changed to brand Salamol without being informed from the surgery I have found this medication useless it's takes longer then Ventolin to act & also runs out faster it no longer lasts till my next repeat so I booked an appointment with the asthma nurse who in my opinion was inpatient & didn't want to know continued to say "Ventolin was bad for people" yet I've had this brand for over 50 years I'm still alive! I don't have issues when using it & when needed it worked!!! She continued to say maybe I should see a doctor (that's a laugh have you ever tried getting an appointment when you work full-time when you call on your break there's no appointments left ) to have other asthma medication changed if she looked at my records I'm sure she could see I haven't had to have any appointments about my asthma as it's been controlled unless I have chest infection or covid, I work in healthcare & continue to see this brand issued to my patients, The fact this cheaper brand is not taking effect on myself should be her main concern by the end of the appointment she "offered" to put in a prescription request with a doctor for me to collect later However very disturbing the doctor issues the same cheap unless brand that is not working for me wasted my time & money again on the same medication (I pay for prescriptions as I work) is absolutely disgusting, did the doctor even read the reason behind the request or was it just sent off to Teldoc's inhouse pharmacy team ? It's not the first time I've had issues with medication with this practice now it's very concerning that requests from a nurse are not being meet. Do they care or listen about the patients on their books in my opinion they do not!!! If medication is not working why are they prescribing it & making patients pay over & over especially with the cost of living today. The nurse also said I can keep requesting it if I'm running out! Shocking!! why would I keep buying the same useless inhalers. Over the bank holiday weekend I've yet again run out due to having a 3 week chest infection needing to take it more often 9 doses & it runs out!😡 They really need to look at the cheaper brands they are issuing, they are forcing patients to use less effective medicine due to costing and it's disgusting. I can get an online consultation & buy the cheap brand for £4:20 (tho I buy the Ventolin at £14:99 plus consultant fee) however due to the fact I've seen the asthma nurse recently with an issue over the same brand I can't get it online at the moment without seeing a my doctor face to face first. Teldoc don't listen to the patients, Not all medication suits everyone or has the UK healthcare service forget this!! I barely use the Teldoc services being the generation I am from we get on with life and illnesses rather then call the doctor day in day out & personally at this point I would rather not waste my time with them then be issued ineffective medication over and over.
Visited February 2024
Review titled Teldoc
Replied on 21 May 2024
Dear Patient, Thank you for taking the time to raise your concerns. I am sorry to hear that you dislike the alternative brand of Salbutamol. If you wish to discuss your medication with a clinical pharmacist, please get in touch with our call centre (on 0330 536456) and request for your medication to be reviewed. Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to share your views. Patient Experience Lead
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Review titled Extremely Poor
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
You can never get an appointment here at Teldoc, line is always busy and reach over capacity, you just get cut off. The receptionist says call back at 8am the next day to book an appointment and when I try to do this the lines are already full and you get cut off. You can spend upto an hour a day doing this every single day and you won’t get an answer, even if you phone at bang on 8.00.00am. Why have several GP’s linked to one another and ask 20,000 odd people to call in at the same time? It’s absolutely ridiculous.
Visited January 2024
Review titled Teldoc
Replied on 21 May 2024
Dear Patient, Thank you for taking the time to raise your concerns. We apologise that you are not happy with access to our practice. Unfortunately, patient demand on our service has increased exponentially and Teldoc are doing our very best to manage within the resources we have. Our call volumes and call waiting times 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. We also offer online access via our website which you may wish to consider www.teldoc.org Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to send this comment through. Should you wish for us to investigate and look into your comments further, please kindly do so by contacting us via the link below: https://teldoc.org/patient-experience-centre/ Patient Experience Lead
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Review titled Terrible set up
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2023
My partner and I just moved to the area and changed to Teldoc having been with gp surgeries before not part of this grouped structure. It is absolutely awful. The rest of the reviews on here are 100% correct and the replies by the “patient lead” are straight copied and pasted, sometimes saying nothing is better. Why not use e-consult? Because I’d like to speak to my gp please rather than self diagnose through an online blog. I’ve been trying to call relentlessly for days, I'm told there’s no appointments left if I call later in the day and to call at 8am but every time I call at 8am the call queue is at capacity and I get cut off. You can try say that this is increased demand on patient care but that’s just using a publicised issue to mask what is a terribly set up and managed group of practices. All of our family members have no problem getting in to see their gp in a host of areas. This isn’t a demand in the uk problem - it’s Teldocs problem and whoever’s responsibility it is running it. Shame on you.
Visited November 2023
Review titled Teldoc
Replied on 21 November 2023
Dear Patient Thank you for taking the time to share your views. At risk of repeating myself again, please be assured that we are working hard to improve access to the surgery within the resources we have available. We will be pleased to investigate any specific concerns you may have if you would like to contact me via our website www.teldoc.org Many thanks Patient Experience Lead
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Review titled Teldoc just ignore patients
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2023
Dropped off repeat prescription asking for my inhaler to be changed back to ventolin as it was changed to salbutamol without being told why, Salbutamol is not strong enough for myself i use 2xboxes in a month while the 2xboxes of ventolin last me 8 weeks, They disregarded my request and issued salbutamol!!! I pay for my prescriptions now I've had to order online from a pharmacy and at a cost of £24.89 due to running out of salbutamol not that Teldoc are bothered!! If it's not strong enough to control my asthma why prescribe it, I'm paying twice for medication that they should prescribe, It's disgusting when you ask your told it's due to costing that salbutamol is issued!!! What about the cost to my health prescribing medication that's not controlled and if I have an attack I'll be in hospital wasting A&Es time for the sake of them saving money while I'm paying over n over for medication that's not working. Tried to get an appointment for when I'm not at work and can't even get one to discuss the issue. They get paid to have on patients on their books yet do nothing for patients with long term health issues just change prescriptions and don't care about the out come!!!!
Visited November 2023
Review titled Teldoc
Replied on 21 December 2023
Thank you for raising your concerns. We are very sorry to learn that you were unhappy with the service that you have received from our practice and we are grateful that you have brought this to our attention. If you would like to discuss this further, please contact the practice directly: https://teldoc.org/contact/
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Review titled Terrible gp practice
Rated 1 star out of 5
by Anthony Chesters - Posted on 26 June 2023
At no point have I received any other response to my medical inquires, other than " go to the urgent care centre " who them do nothing and send me back to the gp. Wholly inadequate is my considered opinion on Teldoc as a whole. The reason why the NHS is stretched to capacity is the failure of gp's to provide care for the patients in their practice catchment area. Their entire response is to push the responsibility to the already over capacity A&E dept's. Absolutely disgusted in Teldoc medicle practice in Malinslee and as a whole.
Visited June 2023
Review titled Teldoc
Replied on 24 July 2023
Dear Patient Thank you for raising this concern. We are sorry to learn that you are unhappy with the service we provide. Unfortunately, demand on our service has increased greatly due to backlogs in the wider NHS. Please be assured we are doing our utmost to provide the best service we can within the resources we have available. We are grateful that you have brought this to our attention. As we take all complaints and concerns seriously, could I please invite you to contact me directly by visiting our website at: www.teldoc.org so we can investigate your specific concern. You may also wish to consider using our Online Consultation service via our website. Many thanks Patient Experience Lead.
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Review titled No appointments
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2024
I have tried calling and getting an appointment for my child many times in the past. I never get it after waiting for 30 to 40 minutes, for days in a row. I even submitted immunisation record of my child online in their system since his meningococcal vaccine is due as per UK schedule. However I never heard from them till date whether he requires further dose or not. Being a doctor myself it is absolutely disheartening to see such a distorted system. They keep sending letters for cervical cancer screening 4 to 5 times plus phone reminders. However they do not have regular appointments which we sometimes need badly. This simply means they put you to wait till u have an emergency and then you go straight to A & E. Is there any way we can change the GP practice? If so we would love to change it.
Visited April 2023
Review titled Teldoc
Replied on 21 June 2024
Dear Patient, Thank you for taking the time to raise your concerns. We apologise that you are not happy with access to our practice and appreciate your frustrations. Unfortunately, demand on our service has increased exponentially and Teldoc are doing our very best to manage within the resources we have. Our call volumes and call waiting times are continually monitored and we endeavour to provide call handling capacity to meet this demand the best we can. However, you may wish to consider using Online Consult via our website to arrange your son's immunisation. www.teldoc.org . Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to send this comment through. Should you wish for us to investigate your specific concerns further, please kindly do so by contacting us via the link below: https://teldoc.org/patient-experience-centre/ Patient Experience Lead Patient Experience Lead
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Review titled Chocolate teapot
Rated 1 star out of 5
by Anonymous - Posted on 19 May 2023
Prior to Teldoc bring the majority of GP surgerys under there control I and many others could speak to a receptionist and actually get appointments or speak to a doctor. Once Teldoc came into place, they have demolished a service which was very good previously and made it impossible to get any appointment or to even speak with a doctor. Unfortunately when calling for appointments they often tell me no appointments for the week ahead and need to try again next week or at 8am the next morning when the lines are often over capacity resulting in the call being cut off.
Visited March 2023
Review titled Teldoc
Replied on 22 May 2023
Dear Patient. Thank you for raising your concern. We are sorry to learn that you have struggled to get an appointment. Unfortunately, patient demand on our service has increased exponentially and Teldoc are doing our very best to manage within the resources we have. Our call volumes and call waiting times 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. This increase in demand on general practice is a national problem and there are a number of factors contributing to this, including the backlog of patients waiting for hospital intervention. The on-going unmet health needs of these patients have to be managed by General Practice. This leads to an increased number of appointments required for the same problem, driving up demand. Please be reassured we take all complaints and concerns seriously in order that we can continue to improve our service. Should you wish us to further investigate your concerns, please contact us directly by visiting our website on: Teldoc PCN – Innovation in general practice Many Thanks Your Patient Experience Lead