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 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
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Review titled Extremely satisfied
Rated 5 stars out of 5
by Jackie - Posted on 16 January 2023
I consider myself very lucky to have been able to return to Shepton Mallet in November for a replacement knee operation, having had a hip replacement operation at the Hospital in June. Again, the wonderful care I received from everyone involved is something for which I will always be grateful. I would like to record huge thanks to the theatre, anaesthetic and nursing teams, also the catering team who provide lovely food and are always friendly and helpful and the booking team who are always friendly and efficient. I would not hesitate to recommend opting for treatment at Shepton Mallet to anyone who is in a position to do so.
Visited Orthopaedics on November 2022
Review titled Practice Plus Group Hospital, Shepton Mallet
Replied on 15 February 2023
Dear Jackie, Thank you for posting your comment. I am very pleased that you had a positive experience during your treatment with us at Practice Plus Group Hospital Shepton Mallet. The teams will be so pleased to receive your lovely comments. Kind regards Jenny Apted Quality and Governance manager
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