Shepperton Medical Practice
Shepperton Med. Practice, Laleham Road, Shepperton, Middlesex, TW17 8EJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Bedside Manner
Rated 2 stars out of 5
by Anonymous - Posted on 21 March 2023
I've been a patient at this practice for a number of years and my experiences have varied dramatically and on occasion have been downright awful. Today I phoned the reception as I had not received any feedback from recent tests. I found the responses rude and dismissive and after being told that no one had contacted me because the results were OK so no one needed to I had to point out that the doctor themselves had said the first test were potentially unreliable so after results are returned (suggested turnaround 1 week but I waited 3 before contacting myself) there would be contact and a follow up appointment. This did not lead to me being booked in, it led to the receptionist telling me I needed to call tomorrow before 8 as they had no more appointments today (I did not insist on an immediate appointment despite the delay). This is simply not good enough from the people on the desk (the face of the practice) or from the person who was supposed to follow up. Prostate cancer is one of the most serious threats facing men today and we're often told we do not take it seriously enough yet the hoops I've had to jump through simply to get through reception and to get tested are not really acceptable, especially considering the fact I'd instigated this as a result of the death of a close family member from the disease.
Visited March 2023
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear Patient, Thank you for your feedback. As you have chosen to remain anonymous it is very difficult for me to comment any further on the matters raised by you. However, if results are of concern, in the first instance a doctor would be contacting you. We are unable to phone every patient who has tests to advise them of the results. You can phone the surgery Monday-Friday after 4pm for results. Results can also be viewed on the NHS app or on Patient Access. If you do not have access please contact the surgery to obtain this. Lynn Carter Reception Manager
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Review titled Upsetting Service at Reception
Rated 1 star out of 5
by Anonymous - Posted on 24 March 2023
I received a really good service from receptionist 1 in the morning who was willing to help (get me an appointment through unofficial ways) she said, "only because you're nice"... I mean, that's lucky for me I guess!? Receptionist 2 later that day, and here's what I got after I was after some further assistance, quite the contrast. And I quote: "I can't be bl***y doing with this!". "Rude?! I am not rude!". "No I won't tell you my name - Go find out yourself...go on". "Oh go make a complaint then" and "Byeee" in a mocking tone. Really upsetting, confusing, concerning. How can NHS staff be like this to a (and I quote) "nice" person? And seriously, niceness or not, it's irrelevant. I was a person in need of care. I feel uncomfortable to go back now for care there. I also feel like a formal complaint would not be taken seriously, as she sounded very confident in her ability to be such a bully to a patient without consequence. So many reviews online about the same type of thing happening time and time again.
Visited March 2023
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear patient, Thank you for your feedback. As you have chosen to be anonymous it is very difficult for me to comment. However I would advise you that all phone conversations are tape recorded, so if you wish to contact me I will be able to listen to this phone conversation and take the appropriate action. Lynn Carter Reception Manager
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Review titled Frustrating experience
Rated 2 stars out of 5
by Anonymous - Posted on 14 January 2023
Tried to make appointment, called early Monday no answer on phone. Tried early Tuesday, got through after a long wait. Made appointment for 3:50pm. Later the same morning, had a call, moving my appointment to 3:30pm, which as I was at work was not great. But to help out I agreed. I arrived at 3:20. Surgery fairly quiet. 2 receptionists. Just me to check in. When the receptionists had finished their conversation, receptionist 1 asked my details but could not find me, meanwhile another patient arrived and checked in by receptionist. 2, for the same timed appointment with the same doctor! I mentioned this to staff, she mumbled something and checked me in. I waited, other 3:30 patient went in at 3:30, then a male patient, I went to reception at 3:55 to find out what was happening and was told I should be next. I went to see Doctor at 4pm. He was kind and helpful. But my overall experience was poor,and the worst thing is no one apologised, if someone just said sorry it would make such a difference.
Visited January 2023
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear patient, Thank you for your feedback. As you have chosen to remain anonymous it is very difficult for me to comment on your experience. If you wish to contact me I can make the relevant enquiries to see what went wrong. Lynn Carter Reception Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Patricia Smith - Posted on 30 November 2022
I had a life threatening allergic reaction to something I had eaten and went to the surgery in a state of sickness, fainting,breathlessness and an itching rash all over the top half of my body. The on duty doctors acted immediately to stop my suffering and called an ambulance to take me to St. Peter’s. I had thought I was dying and was so grateful to the doctors at the surgery when my pain was eventually stopped and I wrote and told them so. I could not have asked for more speedy attention and careful attention.
Visited November 2022
Review titled Shepperton Medical Practice
Replied on 01 December 2022
Dear Mrs Smith, Thank you for taking the time to post this review. I was working in reception the day you fell ill and attended the surgery and feel very proud that we all did our utmost to assist you and am happy that there was a positive outcome for you. Lynn Carter Reception Manager
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Review titled Efficient and friendly service
Rated 5 stars out of 5
by dave gledhill - Posted on 01 December 2022
Phone answered quickly, telephone appointment booked at a time to suit me. GP consultation efficient and productive. Reception staff amazing, friendly and organised paperwork for an x ray and blood tests. Once tests done, popped in to get results, once again, amazingly friendly and efficient receptionist looked after me and gave me a copy of my x ray report. My experience could not have been any better. Thank you.
Visited November 2022
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear Mr Gledhill, Thank you for your very positive feedback. I will pass your remarks onto the reception team. We are all too often criticised, however we are working in unprecedented times where the demand for all NHS services is at a premium and we can only offer patients what appointments we have. Lynn Carter Reception Manager
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Review titled Improved
Rated 4 stars out of 5
by Anonymous - Posted on 17 October 2022
After all the negativity recently I felt I had to report on my experience today. I called at 08.03 and spoke to a very pleasant receptionist after holding for about 10 minutes. I requested to see a Doctor and was asked what the problem was and had an appointment at 09.40. Unfortunately there seemed to be a miscommunication between the practise and the Doctor so I had a longer wait. This was advised to me when I arrived so not a problem in it's self. I am keeping my fingers crossed this is the future as it was less than 2 hours between my call and seeing the Doctor. Keep up the good work and the training must be paying off as the Receptionist was courteous and kind as was the Doctor. Thank you.
Visited October 2022
Review titled Shepperton Medical Practice
Replied on 14 April 2023
Dear Patient, Thank you for your feedback form. It is encouraging for the reception team to receive positive feedback. Whilst all receptionists would love to be able to give every patient an appointment unfortunately we never have enough! However we now have timed GP appointments available at Ashford & St Peters Hospital which hopefully will assist in patients being able to access GP services when needed. Lynn Carter Reception Manager
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Review titled Continuous excellent healthcare by the Shepperton Team
Rated 5 stars out of 5
by Anonymous - Posted on 12 October 2022
For both long term and short term healthcare needs l have experienced continuous patience , care and understanding by the Reception and Admin staff. The Nursing Team back all of this up; last week l was ill after an injection and was given so much extra time to be sure l was ok. The Doctors have been outstanding in their practice. My own Doctor, in the last two weeks going above and beyond to search through records from my previous practice to help solve a problem making me feel as if l were her only patient and giving me reassurance; so knowledgeable and tenacious in her practice. This morning, for an unrelated problem, l followed the email at 8am guidelines and was seen by a Doctor within 90 minutes . Such amazing professionals in their skills. It would be remiss if me not to post this review; the least l can do to express my sincere appreciation and to share how reassuring it is to have such a Practice in Shepperton. In times of such extreme pressure all round , thank you.
Visited October 2022
Review titled Shepperton Medical Practice
Replied on 13 October 2022
Dear Patient, Thank you for taking the time to post such a positive review. I have passed your feedback onto staff and I must admit it is morale boosting to receive such positive comments. Lynn Carter Reception Manager