Teldoc - Lawley
Lawley Medical Practice, Farriers Green, Lawley, Telford, Shropshire, TF4 2LLContact details and opening times
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Reviews
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Review titled Disturbing
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2025
I registered my mum at this practice December 2024, she has medical conditions that needs medication. 3 weeks now my mum doesn't have medication and all I wanted was for the gp to write up prescription. We spoke to the pharmacist who took her old prescriptions but when we want further prescription Pharmacist said it has to be gp to prescribe. We have been trying to get an appointment since to no avail. We use pod and it refers us back to GP. Even went to A and E and was told uts not an emergency case the GP to write up the prescription. Called 111 several times who tried to be helpful and raised a ticket to the GP. Called pharmacy again and they said nothing has come through. Everyone has been trying to help except GP. They called me once and I explained all that's going on via triage, only to receive message that they are at capacity and should call 111 or urgent care centre. Well I have tried both and they keep referring me back to GP coz what we need needs a GP to prescribe meaning he has to review patient I guess. My mum's memory is getting worse coz she is not having her memory medication and her BP we don't even know but she is getting headaches and we just give her paracetamol and it settles. Her well being is deteriorating infrint of my eyes and it pains me that I am hitting brick wall everywhere and where I am supposed to get help they seem not to care. Why I say they do not care is because the Pharmacist have forwarded details, 111 have forwarded details, I even did an online pod and they apologised and said they have forwarded my concern to Teldoc Lawley. If someone registers and is new to the practice and has medical conditions surely uts fair to get that first review appointment so that all this goes in the system. What annoys more is I know people who have registered eg Stircheley and are getting appointments its all well organised. Seriously this practice should do better and change the system. We all understand GPs are overwhelmed but this should be prioritised too.
Visited January 2025
Review titled Teldoc - Lawley
Replied on 09 January 2025
Hello, Thank you for taking the time to raise your concerns on your mothers behalf. I apologise your mother is having difficulties obtaining her medication. So that I can look into this further, please could you complete our online form: https://teldoc.org/make-a-complaint/ Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to share your views. Patient Experience Lead
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Review titled Inefficient and unhelpful.
Rated 1 star out of 5
by Anonymous - Posted on 06 November 2024
Diagnosed with Alzheimer’s in March, I am still unable to get medication because the practice will not respond to ,so far, 3 requests by mental health service to respond to correspondence sent by letter and email.
Visited November 2024
Review titled Teldoc - Lawley
Replied on 07 November 2024
Dear Patient, Thank you for taking the time to raise your concerns and please accept our sincere apologies for the difficulties you are experiencing in trying to get a response. Please use link below to get in touch so that we can investigate and look into this for you; https://teldoc.org/patient-experience-centre/ Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to send this comment through. Patient Experience Lead
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Review titled lack of communication
Rated 3 stars out of 5
by Rosemarie Bartley - Posted on 20 October 2024
Phoned appointment line and asked if ear irrigation could be given at any of the practices and the receptionist was unsure so she said she would call back with the answer. She did phone back and the answer was yes and it was arranged for 10am on 17 October 2024 at Hadley practice. I might mention that I said my preferred sites were Lawley or Oakengates but Hadley was presumably the first one available. Never been there before so arrived early only to be told that my appointment had been cancelled as the nurse it was booked in with did not carry out this procedure. I was then told that it had been rearranged for 5 November at Oakengates. This is a long time to wait when you have persistent buzzing in your ear, you are 79 and cannot hear properly. However, it is is easier to accept the two week wait than to try to get through to see if an earlier one can be given, we were 46th in the queue the first attempt and second time the callers were at capacity, phone again!!!! My complaint is that when this appointment was viewed by the nurse with whom it was made, why didn't she mention to one of the call line people that I needed to be seen by someone capable of carrying out an ear irrigation in order that they could ring me back to tell me and rearrange. Conversely why was I not told of the rearranged appointment by text or telephone call. This new "all singing,all dancing" IT system unfortunately is as usual, rubbish in rubbish out. You cannot provide an IT system that thinks for itself as a human would, no logical steps. I no longer have the confidence that I am being "cared" for and at my age that is very worrying. I would like to comment that I read reviews of the Hadley practice and was a little worried by the poor reviews of the staff. I would like to say that the lady I spoke to was very apologetic and was extremely polite and helpful, the one redeeming feature of a complete waste of an hour of my day!!!
Visited October 2024
Review titled Teldoc - Lawley
Replied on 21 October 2024
Dear Patient, Thank you for taking the time to raise your concerns. I sincerely apologise for the difficulty you experienced with an incorrect booking. We will continue to ensure that our reception staff are aware of the importance of booking appointments correctly and informing patients of any changes at the earliest opportunity. It appears we tried to get in touch but we do not have your correct number on file. Please kindly complete this short form with your correct contact details www.teldoc.org/change-of-contact-details/ You may wish to consider using our online form if you need to contact us in the future, health co-pilot, via our website www.teldoc.org/health-co-pilot/ Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to share your views. Patient Experience Lead
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 30 September 2024
This medical service is on the verge of being absolutely useless. Virtually impossible to get through on the phone, even when calling off-peak times still 30 something in a queue. Had extensive blood test done with no feedback at all. Had to go online to explain that I looked at the results, which showed abnormal and then given an appointment with a nurse who could not do anything to help and suggested I make an appointment with a Dr to discuss - incompetent unacceptable service playing with peoples lives
Visited September 2024
Review titled Teldoc - Lawley
Replied on 01 October 2024
Dear Patient, Thank you for taking the time to raise your concerns. I apologise you have had difficulties trying to discuss your blood results and that your time was wasted. We are encouraging our patients to contact us by using the online system which I’m sure you found is more efficient than trying to contact us by telephone. If you would like us to look into this further, please complete the online form found at link below: https://teldoc.org/make-a-complaint/ Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to share your views. Patient Experience Lead
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Review titled Good
Rated 4 stars out of 5
by Worried - Posted on 20 August 2024
Saw gp today who recorded a bp reading for myself even though he never did blood pressure.. should query but other observations done.other than checking blood results to see if needed more done
Visited August 2024
Review titled Teldoc - Lawley
Replied on 10 September 2024
Dear Patient, Thank you for taking the time to raise your concern. It would be helpful for staff feedback and learning if we could investigate further. Please could you contact Teldoc and leave a message with your details for me (Patient Experience Lead) and I will call you back when I can. Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to share your views. Patient Experience Lead
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Review titled TelDoc: A Confusing Maze of Buttons and Pathways
Rated 1 star out of 5
by T EVERETT - Posted on 23 August 2024
As a new patient of TelDoc, I was eager to explore the comprehensive healthcare platform. Unfortunately, my experience left me bewildered and frustrated. Here’s why: Condescending Staff Encounter: My initial interaction with a TelDoc staff member was less than pleasant. Their condescension made me question my decision to switch from my previous medical practice. A warm and welcoming approach would have been appreciated. Flawed Website Design: TelDoc’s website, while conceptually great, suffers from serious design flaws. The interface feels like a labyrinth designed to confound even seasoned IT experts. It’s as if they believe all users possess an innate ability to navigate complex digital landscapes. Missing Clear Pathways: Where are the straightforward buttons? Why not a prominent “Book an Appointment” or “Book a Blood Test” option? Instead, users are left to decipher cryptic icons and hidden links. Even as someone who teaches IT, I found myself lost in this digital wilderness. Elderly and Non-IT Users: TelDoc’s oversight becomes glaring when we consider elderly patients or those with limited IT skills. Imagine an elderly person or a non-native English speaker trying to navigate this convoluted system. It’s akin to asking them to solve a Rubik’s Cube blindfolded. Redesign Urgently Needed: TelDoc, please take note: simplicity is key. Streamline the user experience. Provide clear pathways to essential services. A redesign with intuitive buttons and straightforward navigation would benefit everyone. In summary, TelDoc’s website feels like an enigma wrapped in a riddle, and I hope they address these issues promptly. After all, healthcare should be accessible, not a digital obstacle course.
Visited August 2024
Review titled Teldoc - Lawley
Replied on 09 September 2024
Dear Mr Everett, Thank you for taking the time to raise your concerns. I am aware that we have investigated the issues you raised and that you have now received a formal response. Patient Experience Lead
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Review titled Just a number
Rated 1 star out of 5
by Not cared about - Posted on 17 May 2024
So waited 10 weeks for a call back to be told by a pharmacist or other gp that I expected to speak to rather than having to tell it over and over. Not told that the appointment could be changed. Not fir for purpose
Visited May 2024
Review titled Teldoc - Lawley
Replied on 24 June 2024
Dear Patient, Thank you for taking the time to raise your concerns. Please accept our sincere apologies for the miscommunication. Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to send this comment through. Should you wish for us to investigate and look into your comments further, please kindly do so by contacting us via the link below: https://teldoc.org/patient-experience-centre/ Patient Experience Lead
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Review titled Terrible!!!
Rated 1 star out of 5
by Lightmoor Village resident - Posted on 15 April 2024
You can’t book a appointment in person, you can’t book an appointment for the future, you can only book an appt for on the day if you call at 8am, but if you call at 8am there is a recorded message that says their call centre is at capacity and then it hangs up on you. It’s literally impossible to make an appointment! Why tell everyone they have to call at 8am and then hang up on them??
Visited April 2024
Review titled Teldoc - Lawley
Replied on 24 June 2024
Dear Patient, Thank you for taking the time to raise your concerns and please accept our sincere apologies for the difficulties you are experiencing whilst trying to access our services. Our telephone system has a limit on the amount of calls coming in. At busy periods we can receive up to 1,000 calls/hour. A call volume we are not able to match with call handlers. However, we will shortly be increasing our online access in line with the government’s vision for ‘modernising general practice’. This will assist us in allocating appointments based on clinical need. Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to send this comment through. Should you wish for us to investigate and look into your comments further, please kindly do so by contacting us via the link below: https://teldoc.org/patient-experience-centre/ Patient Experience Lead
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Review titled Rubbish
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
Trying to get an appointment Drs ,for next month no one available. Really , no DR for this problem nearer to me or no one i know
Visited February 2024
Review titled Teldoc - Lawley
Replied on 19 February 2024
In order for us to look into this further, please submit this via the complaints section of our website: https://teldoc.org/make-a-complaint/
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Review titled So difficult to be seen and poor care
Rated 1 star out of 5
by Anonymous - Posted on 28 May 2024
At every level this surgery isn’t fit for purpose. To get an appointment is a maze - even when they phone you to say a dr wants to see you - they have no appointments to book. I’ve never seen the same dr twice and have no way to be able to. The individual staff seem lovely people but the systems and processes are such a nightmare to follow. When you eventually do get an appointment it’s so rarely at the local surgery- ending up leaving me driving miles to get to one. The online consult seems to be set up to make it really difficult to actually see a clinician and keeps flagging leaflets to read. I really wish I could move but it’s the only practice I’m in catchment for. It’s such a shame that it’s in such a mess, I really feel for the staff who do want to do a good job it’s just made so hard.
Visited January 2024
Review titled Teldoc - Lawley
Replied on 24 June 2024
Dear Patient, Thank you for taking the time to raise your concerns and the kind words about our staff. We apologise that you are not happy with access to our practice and appreciate your frustrations. Demand on our service has increased exponentially and Teldoc are doing our very best to manage within the resources we have. We will shortly be increasing our online access in line with the government’s vision for ‘modernising general practice’ which will assist us to allocate appointments based on clinical need. Please be assured we take all complaints and concerns seriously and appreciate the time you have taken to send this comment through. Should you wish for us to investigate and look into your comments further, please kindly do so by contacting us via the link below: https://teldoc.org/patient-experience-centre/ Patient Experience Lead