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 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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