Mytton Oak Medical Pract.
Racecourse Lane, Shrewsbury, Shropshire, SY3 5LZContact details and opening times
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Reviews
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Review titled Improving but still not good
Rated 1 star out of 5
by Anonymous - Posted on 10 November 2024
My recent experience of the practice is that the initial telephone contact process has improved and the receptionists can be helpful, although remain abrupt. Telephone appointments seem to be the first option offered with a routine face to face being at least a 2 month wait; which is ridiculous. My last telephone appointment demonstrated that they can be useful for perfunctory discussions but are not good for anything more complex - especially on poor telephone lines and dealing with technical information. The extended waiting time means that I don’t bother with the doctor until something, or things, are really wrong. Even then I feel as if I am being a bother; especially if there is more than one concern, which the receptionist most recently told me could not be dealt with at one appointment but could not offer two. We all know human bodies are a system and you generally can’t isolate one problem. I also have a concern that I have observed people presenting to the practice reception and being questioned in a way that they end up disclosing personal and intimate information in a public space. I appreciate this is an attempt at triage but it is also a data protection breach and could leave the individual in a vulnerable position. In short it would appear the practice still doesn’t have the capacity to deal with the volume of work but I can see some attempts have been made to improve. However the waiting times for “routine” appointments remain unacceptable.
Visited October 2024
Review titled Mytton Oak Medical Pract.
Replied on 11 November 2024
Dear Patient, Thank you for your Candid review and we are glad that you recognise some of the improvements but are sorry that you have had to wait for your routine appointments. Please rest assured we are continually working to try and improve this situation and are trying various protocols to deal with this. In regards to appointments the majority of GP surgeries try to stick to one appointment one problem as it helps maintain actual patient waiting time during the day. As you can imagine some medical conditions can be more complex than others which generally causes the overruns. We just want as many patients as possible to be seen at their allotted time and multiple issues can delay subsequent patients. We recommend if there are multiple issues to put them in writing to us via the online appointment request on the website or email so we can triage and and work out a suitable solution. In regards to the privacy issue at the front desk. There are signs up saying to ask if you require privacy to discuss your issue. Another member of staff will assist in a private room if needs be. You may just need to wait a little longer. We have many projects in the pipeline to try and improve the service the practice offers and if you would like to be apart of the process we have a patient participation group that meets every quarter or please feel free to contact reception to arrange a meeting with myself and i am happy to discuss further. Rick Mills Practice Manager
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Review titled Excellent Practice
Rated 5 stars out of 5
by Anita - Posted on 29 October 2024
Once again my husband and I would like to say a big thank you to the Doctors and Reception Staff for their professionalism and caring ways when requiring an appointment or advice. This was the case today when urgent advice was required. The Receptionist enabled me to speak to a Doctor who gave me excellent advice and reassurance. In view of how the NHS is under such pressure I feel we are very fortunate to have Mytton Oak as our Surgery, who are doing their utmost ensuring that we as patients receive the best treatment possible.
Visited October 2024
Review titled Mytton Oak Medical Pract.
Replied on 05 November 2024
Hi Anita, Thank you so much for your kind words and I have shared this with all the staff who are also very appreciative. We know that we still have improvements to make with the service and the building , these improvements are being reviewed and will soon be in the pipeline but we will endeavour to try and maintain the highest possible standard we can going forward. Thank you again. Kind regards Rick Mills Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 21 August 2024
I was supporting a lady to use your service. When the lady phoned a receptionist answered the call immediately and arranged for a same day appointment. When the lady arrived at the surgery the GP explained about her medication in a way that she could understand and also asked about she was feeling . The GP took her time and went with the lady to the reception to ensure that she received her blood forms and understood how to get the blood tests.
Visited July 2024
Review titled Mytton Oak Medical Pract.
Replied on 22 August 2024
Dear Patient, Thank you so much for your kind words. I will pass this on to all the staff. I am so pleased you in interaction was so positive and we strive to meet this standard as much as is possible and will continue to try and improve where ever possible. Thank you again. Kind regards Rick Mills Practice Manager
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Review titled Terrible receptionist
Rated 1 star out of 5
by Robert - Posted on 26 March 2024
I rarely ask anything of this practice, but when I do get in touch I expect to be greeted with an acceptable degree of professionalism. However, on speaking to the female receptionist, it became clear I would not be getting this. She was rude and confrontational. She made my request for an appointment feel like I was trying to take advantage of the system and she kept questioning why I was trying to make an appointment. When I told her she was being rude and unhelpful she denied this and tried to talk over me. I notice the practice manager responds to these reviews - please do so with mine.
Visited March 2024
Review titled Mytton Oak Medical Pract.
Replied on 26 March 2024
Dear Robert, I am so sorry that your interaction with the receptionist was far from satisfactory. If you could please follow the secure link below and give me the full details of the incident (Time, receptionist name/description if you do not know the name) and I will address this incident with them and give you a full response back. https://www.myttonoakmedpractice.co.uk/complaints-form/ Kind regards Rick Mills Practice Manager
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Review titled Rude receptionist and poor treatment
Rated 1 star out of 5
by Anonymous - Posted on 06 April 2024
Having had a partner with numerous needs to use the practice recently for their health I am quite frankly appalled at the level of healthcare service this so called practice provided. The receptionist was condescending, rude and unhelpful and made an already stressful time even more stressful. When we finally did get to speak to a healthcare professional, we were simply carted off to A and E to suffer the unbelievable wait times there. Quite frankly, not good enough. What are we paying our taxes for?
Visited March 2024
Review titled Mytton Oak Medical Pract.
Replied on 08 April 2024
Dear Patient, Thank you for your feedback and we are so sorry that your interaction with the receptionist was so poor and that you did not get the desired outcome you wanted on the day. I would like to investigate this further so it would be appreciated if you could forward your details and the details of the interaction (Date time etc) and I will listen to the recording of the conversation and get back you. If you do this via the link below which is secure and will only be seen by myself. https://www.myttonoakmedpractice.co.uk/complaints-form/ Apologies again. Kind regards Rick Mills Practice Manager
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Review titled Rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 15 February 2024
I called the practice this morning and couldn't believe how rude the receptionist I spoke to was. Her attitude was terrible and even ended on a sarcastic note. It takes a long time to get through on the phones and to met with this kind of service is unacceptable. It is a shame as I have spoken with kind and helpful receptionists at the surgery previously.
Visited February 2024
Review titled Mytton Oak Medical Pract.
Replied on 26 March 2024
Dear Patient, Our sincerest apologies for this unacceptable and unprofessional behaviour. I would like to investigate this further so if you would be kind enough to click on the following secure link (This will come direct to myself) and supply your details, exact time of the call and the phone number you called from I can listen to the call with the receptionist and use it as a learning event. https://www.myttonoakmedpractice.co.uk/complaints-form/ I look forward to hearing from you. Kind regards Rick Mills Practice Manager
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Review titled Mixed response from reception
Rated 2 stars out of 5
by Anonymous - Posted on 13 February 2024
Had a really good experience with First Lady in reception who was so helpful, however, have had to contact again for a reissue of a prescription that couldn’t be fulfilled by the pharmacy. Spoke to a different lady in reception who was very different. She was snappy and curt. Due to issues with the possibility of getting the prescription fulfilled, she impatiently said to me, ‘make a decision where you want this prescription sent to!’ Infact, I was left speechless, I wasn’t being difficult but when you’re feeling rotten and trying to make a decision as to where you can get to, it doesn’t help being spoken to like a naughty child! I’m so disappointed, especially after being with the practice for over 50 years. If I spoke to my clients the same way, I doubt I’d have any left. Try to remember, the person on the other end of the call just wants help, not chastising!
Visited February 2024
Review titled Mytton Oak Medical Pract.
Replied on 26 March 2024
Dear Patient, Our sincerest apologies for this unacceptable and unprofessional behaviour. We try to pride ourselves on providing the best service we can and correcting where we fall short. I would like to investigate this further so if you would be kind enough to click on the following secure link (This will come direct to myself) and supply your details, exact time of the call and the phone number you called from I can listen to the call with the receptionist and use it as a learning event. https://www.myttonoakmedpractice.co.uk/complaints-form/ I look forward to hearing from you. Kind regards Rick Mills Practice Manager
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Review titled Terrible telephone consult
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
Today I had the displeasure of enduring a telephone conversation with a Doctor who’s first suggestion was that I stop taking my long term medication without even attempting to understand the reasons behind it. To put it into context, I have been struggling with fatigue and exhaustion, one of the side effects of my medication is tiredness. I wanted to discuss alternative therapies as stopping altogether is not an option or possibly discuss any other reason for being exhausted permanently. As said above the first suggestion was to stop taking medication, no discussion of other medical options and the Doctor seemed rather taken aback that I would question such a response (I am veterinary surgeon so understand the implications this can have). Finally as a side note other possible conditions/resining was brought up with suggestion of blood tests, but no explanation of next steps, was he booking me an appointment or do I need to ring? Poor clinical care demonstrated
Visited February 2024
Review titled Mytton Oak Medical Pract.
Replied on 26 March 2024
Dear Patient, We are so sorry that the telephone consultation was not satisfactory. We would like to review this consultation and see what we could have done better. Please send your details via this confidential link (It will only come through to myself) and I assure you I will respond. https://www.myttonoakmedpractice.co.uk/complaints-form/ Kind regards. Rick Mills Practice Manager
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Review titled Rude receptionists
Rated 3 stars out of 5
by Anonymous - Posted on 22 August 2024
The issue isn't with the doctors or anything but with the receptions. Each time I have called they have been very abrupt and rude, there was (only) one occasion where the lady was very nice and sweet. But it seems an older lady who is extremely rude, not very friendly and acts as if it's a chore to do her job. I spoke with her recently and again she doesn't put you at ease or anything, I think training needs to be redone as I've not had many good experiences with many of the receptions at this surgery. For first point of call you want them to be friendly and welcoming not rude!
Visited February 2024
Review titled Mytton Oak Medical Pract.
Replied on 22 August 2024
Dear Patient, My sincerest apologies that your interaction was not a positive one and we take on board your recommendations in regards to further training for the receptionists. To help with this could you help me by sending the details of the incident (Date and Time) to me via the complaints form on the website and i can review the interaction with the receptionist using the CCTV we have in reception. My sincerest apologies again. Kind regards. Rick Mills Practice Manager.
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Review titled awful surgery
Rated 1 star out of 5
by Anonymous - Posted on 11 September 2023
After trying to call the GP over 10 times since 8am, it now has a message saying go to the walk in center at the hospital! This is disgraceful. My daughter is 7 years old and in need of medical attention, but not that serious to go the the hospital. Mytton oak you need to get your staff some more training on how to speak to patients in the correct manner, not in a rude way and then try to say that its the patient being frustrated. It's not difficult to be pleasant and understanding.
Visited September 2023
Review titled Mytton Oak Medical Pract.
Replied on 12 September 2023
Dear Patient, We are sincerely sorry for your experience you had this morning booking your daughter in for an appointment today. I am happy to discuss this with you. We do try hard to provide the best service we can but sometimes events beyond our control happen which can limit the service. We can pick this up if you allow me to contact you to explain. Please email stw.myttonoak-reception@nhs.net with your details and I will contact you as soon as possible. Please reference this post in your email and the staff will pass your details straight on to me. Apologies again. Rick Mills Practice Manager