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 Awful practice, can never get through
Rated 1 star out of 5
by Anonymous - Posted on 06 July 2023
Multiple times I have tried to call this surgery and every time I am met with the line being cut off as ‘queue is too long’. I work in a pharmacy and am always calling the local GP surgery’s, Mytton Oak is by far the worse one to ever get through to. And if you do manage to get through to speaking to a receptionist, you will never be offered an appointment in any short time frame. Something needs to drastically change with the surgery as it is a danger to the local community.
Visited June 2023
Review titled Mytton Oak Medical Pract.
Replied on 07 July 2023
Hi I am so sorry about your recent experience getting through to the surgery. I have been the Practice Manager here for just over a year and I am fully aware that we have a lot of work to do on patient access. We are currently in the process of formulating a strategy to improve this so you should see some distinct improvement by the end of the financial year. I would like to offer you an opportunity to meet with me and discuss your experience. The feed back you give would be invaluable and very much appreciated. Email the surgery using the website feedback form stating the practice manager has requested you contact him in regards to feedback and I promise I will get back to you. https://www.myttonoakmedpractice.co.uk/contact_dlg1.aspx?p=M82002 Kind Regards Rick Mills Practice Manager
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Review titled Wasn’t great but now awful
Rated 1 star out of 5
by Anonymous - Posted on 02 June 2023
Trying to get an appointment is like gold dust and that’s if you are able to wait on hold for nearly an hour. Was told they didn’t have the capacity to give me the treatment I needed and it would be at least 2-3months on the waiting list but got given the telephone number of another practice to try to to see if they had space. Rang other practice and they said it would need to be through my GP. Rang Mytton Oak again and have been given a stop gap prescription until they can see me but haven’t even spoken to a GP so how do they know that I’m even suitable for this medication, let alone the supply issues the local pharmacy are having with my current medication! Mytton Oak - you need to employ more permanent doctors to cope with your demand and stagger your lunches so that your reception is manned throughout the day like other businesses do - not everyone can make phone calls during work hours (especially those of us who work in emergency services) and need to use our lunch time to call; closing for lunch is ridiculous as is the difficulty in signing up for your online appointment system.
Visited May 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 appointments. Over the next few months we will be implementing patient access strategies to try and improve the 0800 Hrs bottleneck. We are looking for investment in an improved telphony 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. The surgery has had a turbulent couple of years and a high turnover of clinical and non clinical staff but we are fully staffed now and heading into a period of stability. We want to now look at maximising the routine and same day appointments to aid in improving patient access. If you wish to discuss further please contact me via the website. https://www.myttonoakmedpractice.co.uk/contact_dlg1.aspx?p=M82002 Rick Mills Practice Manager
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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