Practice Plus Group Hospital, Shepton Mallet
Old Wells Road, Shepton Mallet, Somerset, BA4 4LPContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Very disappointed
Rated 2 stars out of 5
by Roger Chant - Posted on 13 November 2023
Having booked for surgery and having my 'one stop pre Op' I get called back twice more, I declared everything at the first meet. Why I should need an Echo Cardiogram and then a Liver function test two months later beats me !! Could have all been done on the Pre Op meeting. I cancelled my referral and will not return to Practice Plus. I believe these extra consultations and tests are revenue based and not for the good of the patient. Or is it incompetence based ?
Visited General Surgery on November 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 30 January 2024
Dear Roger, We discussed the problems you experienced in November and we agreed that some extra appointments were made which although necessary could have been identified earlier in the process. I have reassured you that we do not charge an extra fee for subsequent investigations and that this is all included in the service we provide. I understand that you have now had your surgery here with us at Practice Plus Group Shepton Mallet and I trust you had a smooth recovery? Kind regards Jenny Apted Quality and Governance Manager RN
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Review titled Great service
Rated 5 stars out of 5
by Ivan Rowland - Posted on 01 November 2023
I had a total hip replacement at Shepton Mallet hospital I can not speak highly enough of the surgeon and his team also all the hospital staff gave me a excellent service
Visited Orthopaedics on September 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 06 November 2023
Dear Ivan, Thank you very much for writing such a lovely feedback comment. I have forwarded to all the teams to ensure they know how pleased you were with the service. Kind regards Jenny Apted RN Quality and Governance Manager, Practice Plus Group Hospital Shepton Mallet.
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Review titled Impossible to contact by telephone
Rated 5 stars out of 5
by Malcolm Bates - Posted on 31 August 2023
Considering that this is a first class hospital, why is it impossible for someone to answer the telephone ?? I have been in his hospital on 6 occasions in the last 4 years, it was impossible for someone to answer the telephone when I first came and it is still impossible now!! Why??
Visited Don't know on August 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 08 September 2023
Dear Malcolm, Thank you for your feedback. I am very sorry that you have been frustrated by our phone system. The phone lines are a problem and we do recognise this is a barrier to patients, relatives and staff contacting us through a small number of dedicated lines. Our service has grown dramatically over the last 5 years and is exceptionally busy. Unfortunately when staff call out to patients, they cannot take incoming calls so a que develops; the current phone system does not tell you where you are in the que. In recognition of this fact we are planning an upgrade to our reception area and phone system however I do not have date that this will be completed by to provide to you. If you have clinical problems please would you call the Ward on 01749 333683 and they will be able to take your call and act on any concerns you have including referring you onto the physiotherapists. I would like to thank you once again for taking the time to feedback this problem as without feedback we do not always recognise that we have a problem. Kind regards Jenny Apted RN Quality and Governance Manager
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Review titled Exceeded all expectations
Rated 5 stars out of 5
by Suzanne Durban - Posted on 09 August 2023
SMTc has exceeded all expectations, the best treatment, best environment, good food, kind and attentive staff, anaesthetist and surgeon professional and supportive. I’m 3 weeks post TKR and made a good recovery and got the neatest scar Thank you everyone
Visited Orthopaedics on July 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 11 August 2023
Dear Suzanne, Thank you for posting your feedback. It was lovely to hear that our staff are kind and attentive, professional and supportive. I will make sure everyone gets to receive your comments. Kind regards Jenny Apted Quality and Governance Manager RN
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Review titled Great practice
Rated 5 stars out of 5
by Dawn Meadows - Posted on 02 September 2023
5 weeks since I had total hip replacement at Shelton mallet hospital,i can’t speak highly enough of the surgeon and his team all very professional explained everything before surgery.the nursing staff of ward 9 were excellent nothing was to much trouble for them I have made a good recovery and I have nothing but praise for the whole team thankyou all so much
Visited Orthopaedics on July 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 08 September 2023
Dear Dawn, Thank you so much for passing your very positive experience back to us. The teams are working very hard at the moment so it helps to hear back from patients who have had a very positive and professional experience. I have forwarded onto the surgeon and teams they work with. Kind regards Jenny Apted RN Quality and Governance Manager
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Review titled Outstanding Practice
Rated 5 stars out of 5
by Deborah Collins - Posted on 20 July 2023
When I was offered Shepton Mallet Practice Plus Hospital for my hip surgery I was so pleased because I know others who have been there & they all highly recommended it. Well, my whole experience from beginning to the finish was truly outstanding! The staff were dedicated, professional, kind, caring, understanding & many had a respectful sense of humour. I was placed on a 3 bedded ward & I enjoyed the company of my fellow patients who were also having orthopaedic surgery on the same day. The ward staff explained clearly what would be happening & times. Before surgery whilst on the ward I was visited by my consultant surgeon who answered any concerns or questions. In the waiting/recovery room I was so well looked after by a lovely nurse & whilst there I was visited by the anaesthetist & assistant surgeon who explained what was to happen & they answered any of my questions. All this happened in a friendly, calm environment. Well the spinal anaesthetic was excellent as it was comfortable & I was relaxed. Although I had some sedation, as I left the operating theatre I was already more conscious & by the time I reached the waiting/recovery room I was fully awake & feeling really good. The hospital was very clean & the staff always had plenty of time to take great care of you. It is now only 6 days ago since my surgery & 5 days since I left the hospital, but I can honestly write that I was so fortunate to have attended this hospital & would recommend it to others to make it their first choice. A big thank you to all the staff who took such great care of me whilst I was there as you are truly wonderful!
Visited Orthopaedics on July 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 27 July 2023
Dear Deborah, Thank you so much for your wonderful feedback. We aim to provide your experience to ALL our patients and find this feedback very gratifying to know what we do is valued. I have ensured that ALL the teams in the hospital have been able to read your comments. We are exceptionally busy at the moment, so it is helpful to everyone involved to get this positive feedback and to know our high standards are still able to be maintained. Kind regards Jenny Apted-Quality and Governance Manager
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Review titled Hip operation
Rated 5 stars out of 5
by Isabel Lodge - Posted on 20 August 2023
My hip operation could not have gone better. I have nothing but praise for all who looked after me - my consultant who was also my surgeon. The ward and surgical staff. The physiotherapists and everyone else. To all of you thank you so very much. I can't praise you all enough.
Visited General Surgery on July 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 31 August 2023
Dear Isobel, What amazing feedback to receive; thank you so much for taking the time to think of us during your recovery. I have forwarded your comments to all the teams. Jenny Apted -RN Quality & Governance Manager, Practice Plus Group Hospital Shepton Mallet
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Review titled Lovely staff & reassuring
Rated 5 stars out of 5
by Lesley hall - Posted on 29 June 2023
The overall visit to opthalmology on the 17 june was positive. The only problem that has occured is that I have not received day eye drops in the post as promised. I have tried to ring on numerous occasions & have been given the same number with no response. How I now get these drops I've no idea,has anyone?
Visited Ophthalmology on June 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 27 July 2023
Dear Lesley, Thank you for leaving your feedback. Please accept our sincere apologies; we understand that that you now have the correct eyedrops and that your recovery is going well. Kind regards Jenny Apted
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Review titled Highly Recommended
Rated 5 stars out of 5
by Barbara Huckle - Posted on 28 March 2023
Your Review: I attended the hospital for a total hip replacement on the NHS. I am suspicious of 5* reviews but as a retired nurse I know what counts. The surgeon was first class, professional, kind and very approachable. All the staff, doctors, nurses, housekeepers, kitchen staff, pharmacy, Xray, physio, knew their jobs ans did them well and with compassion. Have I missed anyone? it goes to show how many people are involved in the patient experience. My 2 bedded room was spotless, food good. Having surgery under epidural should hold no fear for anyone and is to be recommended. Shepton Mallet would be my first option should I require any further surgeries. Thank You!
Visited Orthopaedics on March 2023
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 10 April 2023
Dear Barbara, It really is super to have your feedback. We work constantly to make improvements to our services and it really does count when one of our patient feeds back some positive comments-it gives a lift to the teams and makes them feel their hard work is valued and recognised; they will be so pleased to read your positive experience. Thank you so much for your time to write a response. Kind regards Jenny Apted- Quality and Governance Manager RN
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Review titled A deteriorating 'customer' experience?
Rated 4 stars out of 5
by Anonymous - Posted on 15 December 2022
Overall, our experience of treatments at Shepton Mallet (nine separate ops and counting!) has been overwhelmingly positive but a big negative factor has been growing this year - the difficulty, if not sheer impossibility, of communication. One phone number (0333 321 8278) given on this very website doesn't work at all. Another (01749 333600, option 7) might be answered eventually on a good day but more often one is 11th in the queue and can wait until exhausted or simply never allowed to join the queue (keeps ringing). There is no email address. All we have been trying to do today is discover who called us from 01749 333667 but we only ever get the engaged tone when ringing back - hence attempt to find out via the switchboard. We want to continue recommending the treatment centre but it needs somebody to think again about admin staffing levels or providing email contact or sorting out the telecoms technology - or all of the above!
Visited Don't know on December 2022
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 22 December 2022
Dear Patient, I am very sorry that you have had such a poor experience. Since the end of the pandemic we have been receiving many calls reaching numbers in excess of 200 per day and unfortunately we have had a reduced team due to unfilled vacancies to answer these calls. We have tested numbers that you were unable to reach us on and the 0333 321 8278 number is confirmed to be working. I am sorry if you had difficulties using it on your day of trying to contact us. The 01749 333600 number does not have an explanatory message to indicate that we are having high call volumes but following your comment we will now add this to ensure callers know there will be a delay. Our current system provides a ringing tone when you are connected to a number so please do hang on when you get through. We have investigated the 01749 333667 number and are puzzled by the fact that you had a call from it as this is an inpatient room and not used for outgoing calls by the staff teams. We are aware of the limitations on our phone system and are planning to improve the call handling system throughout this year but we do appreciate this does not help your poor experience in contacting us. If you would like to contact me individually, please make contact through the website on the ‘contact us’ button. This will take you through to a form to complete. If you would like to discuss your case in more detail with me then please contact Jenny.apted@practiceplusgroup.com. I would like to apologise again for your poor experience in being able to make contact with us. Kind regards Jenny Apted, Quality and Governance Manager
Information supplied by Practice Plus Group