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 Surely one of the worst practices in the area
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2023
I'm not a habitual complainer but things are now so bad at this practice that I believe they present a danger to patients. I am a patient of this practice and a carer to individuals who are also patients of this practice. It has been virtually impossible to speak to anyone at the practice - whether by phone, email or in person - since at least May 2022. This problem has gone on for so long that I believe patients are in danger. On most days, regardless of the time of day, when I phone the practice I am met with a recorded message saying that the reception is too busy to take calls, and am then automatically cut off. At other times I make it onto the call queue but following a wait of one hour or more am then cut off. The practice does not publish its email address, but I was able to get it from one of the receptionists on one occasion. Most emails are ignored; any replies are generic and simply give the phone number. When I go into the practice in person, there is typically nobody at reception. The main practice office is directly behind the reception and would be openly visible if not for the large opaque screens which have been erected, presumably so that receptionists can minimise interaction with patients. This means that patients wishing to speak to a receptionist in person always have to shout for attention. These calls often go ignored. On one occasion in January this year I was told by a member of staff at the practice that four of the five receptionists are on long-term sick leave and are not going to be replaced. I don't know whether this is true. More recently, when I got through to a receptionist after waiting on hold for almost an hour, I was told that there was no point complaining about waiting times because 'every practice is as bad as we are'. The net result is that patients of this practice, including me and the people I care for, do not have reliable access to GP or practice services, even when in urgent need. I believe this is a dangerous situation.
Visited March 2023
Review titled Mytton Oak Medical Pract.
Replied on 07 July 2023
Hi Could you please contact me at the practice so I can investigate the issues you have raised. There is a lot to go through here and i think a face to face meeting would be beneficial. Put the request through on the website with your details and I assure you it will not be ignored and i will contact you personally to arrange an appointment. https://www.myttonoakmedpractice.co.uk/contact_dlg1.aspx?p=M82002 Rick Mills Practice Manager
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Review titled Terribly organised
Rated 1 star out of 5
by Anonymous - Posted on 11 March 2023
I can only echo people's comments about how long it takes them to answer the phone (this bottleneck is due to no other way to contact them). Once through, the relevant person is almost always unavailable and you are asked to call back another day (cue another 60 minutes of queueing time I'll never get back). It's quicker to drive round and walk in. When you do finally get to speak to someone, errors abound and normally I end up going away without resolution, having been told to return another time. The Practice Manager needs to instigate new procedures to reduce the error rate and increase productivity and efficiency. It really is dire.
Visited March 2023
Review titled Mytton Oak Medical Pract.
Replied on 07 July 2023
Dear Patient, I have been Practice Manager for 12 Months now and I am looking at new procedures over the next few months that should improve patient access by the end of the financial year. We are now fully staffed for the first time since I took up the post are in a position to start making real improvements. The staff we have do work hard and try to provide the best service they can. No one ever really want to provide a bad service in the NHS. We take all the feedback and try to learn from it to improve. I am happy to discuss this further with you, especially any specific experiences you had so I can investigate further. Just contact me through the surgery website: https://www.myttonoakmedpractice.co.uk/contact_dlg1.aspx?p=M82002 Rick Mills Practice Manager
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Review titled Awful practice in procedures & customer practice
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2023
Trying to arrange a timely appointment with a doctor is extremely difficult. I have phoned from 8 am on each of the last three days to finally get an answer today at 12am - calls usually ring off saying number is unobtainable or we are busy ring back later. Today after getting through I was told next available appointment was the 3rd of April - six weeks away - really not good enough. Then told if I wanted an emergency appointment I'd need to phone back tomorrow at 8am. The receptionist then put the phone down on me after saying I was having a go at them which I certainly wasn't - I just said that their system needed a review as from this weeks experience I doubted anyone would answer tomorrow - I wanted to ask how I booked on line - as their website says I need to contact them to arrange this facility but the line went dead... As may I if I have to wait 6 weeks!
Visited February 2023
Review titled Mytton Oak Medical Pract.
Replied on 07 July 2023
Dear Patient, Many apologies for your negative experience when trying to book your appointment. Over the next few months we will be implementing patient access strategies to try and improve the 0800 Hrs bottleneck. We have to set the limit to 6 calls as we have 6 lines open that is when the overflow message will ask you to call back. We are looking for investment in an improved system that will have a call back functionality which will be better but that will be a while down the road. There are updated links on the website to online consultations now. You would get clinician contact with 24 - 48 hrs for your more routine needs. The POD service for prescriptions is also pretty good and they take requests by online form now. If you want to follow up further on the receptionist putting the phone down on you please contact me with your details so i can investigate. All the calls are recorded and i will be able to find your call and use as a learning point for the team. We as a surgery pride ourselves on giving the best service we can and that includes being polite and curteous. If there are instances where this this is not happening and i have a call recording to back it up I assure you I will address it. https://www.myttonoakmedpractice.co.uk/contact_dlg1.aspx?p=M82002 Rick Mills Practice Manager
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Review titled great practice
Rated 5 stars out of 5
by judy arliss - Posted on 13 October 2022
my appointment time and doctor was changed..therefore i was late.but the doctor in duty fitted me in.receptionist was stretched,but so helpful and kind.the powers that be need to be at the coalface for a week, sorry desk thank you from the bottom of my socks
Visited October 2022
Review titled Mytton Oak Medical Pract.
Replied on 07 July 2023
Hi Judy, Thank you for your kind words. We do try to accommodate wherever possible. If you see or think of any way we can improve further please do not hesitate to contact us. https://www.myttonoakmedpractice.co.uk/contact_dlg1.aspx?p=M82002 Kind regards Rick Mills Practice Manager