Practice Plus Group Hospitals - Shepton Mallet Reviews 23

AVOID LIKE THE PLAGUE
Lucky if you get the correct surgery right hand doesn't know what the left hand is doing

Absolutely first class experience for me. I think the best way to write this review is to simply put in here exactly what I wrote on the card which I took in to the Shepton Mallet hospital on my final post-op visit (along with boxes of treats for their staff rest room) - this was as follows:-

“I want to say thank you to all the staff that I met in my recent stay in the hospital.
Every single one of you was professional and efficient combined with pleasantness and humour.
My operation has been a complete success and I am truly grateful for all your efforts.
My sincerest thanks to you once again.”

I cannot praise the hospital highly enough as the staff and systems were simply superb - my thanks yet again to all there.

I was referred for investigation and treatment of a shoulder problem. To begin with everything was good. In January 2026 I was put on a waiting list for surgery ‘in 2 to 3 months’. After six weeks I rang to check on progress only to be told I was (for no given reason) too great a surgical/anaesthetic risk - despite nothing haven changed in my medical condition, not even a birthday to put me in a higher age group. I was referred to Taunton and have had to wait another 10 weeks to get properly seen.
I wish I’d never dealt with them!

I was looked after and treated like royalty. Every process explained to me before it happened.

Had an endoscopy which I was not looking forward to. I was booked in quickly , no real wait between the doctor request and a date . The team were exceptional ! They were friendly , put me at ease, made sure I was comfortable , explained everything very clearly - I am very grateful and cannot praise enough!

After a referral to Shepton Mallet Practise Plus. after a 2 month wait on 17th Feb I saw the surgeon who agreed to operate. On April 17th after not hearing anything and several attempts to get in touch, I was finally told by a nurse that the lead anaesthetist, (without ever seeing me or speaking to me) has rejected me for surgery. Due to a rare gene I have that gives me no issues. I had provided information from the leading specialist in this genetic condition who assured me there is no risk to me having surgery at this type of hospital. The specialist team had kindly written a letter and offered to speak to the anaesthetist, but to my understanding the anaesthetist didn't take this up and spoke to another Dr who is not a specialist in this field, before deciding I wasn't suitable for surgery. I tried to appeal, it would have made a huge difference and taken only a few minutes for the anaesthetist to call me to discuss this, but I was told No. The whole thing was handled really badly.
Nobody contacted me, it was always me trying to ring to find out what was happening, many times it was impossible to get through on the phone, even to the main reception, the phone would ring and ring then go dead. If I tried to get through to bookings I was often in a queue of 7 or more before speaking to someone. The staff were friendly and polite, but the way I was treated in this process is inhumane.
The biggest irony is that I worked here myself as a nurse for 10 years! I expected so much better.

This is my critique of the telephone service and not the facility.
Telephone call wait times are unacceptably long; waiting for one hour in a queue suggests that this service is understaffed and requires reviewing. I have used the telephone service on a number of occasions and waiting for an hour (sometimes longer) has been the norm.

Everything great. Caring - professional and reassuringly open and honest

I have already sent you my review on 7 April regarding a painful & disappointing experience on 11 November 2025 and corrective treatment on 19 February 2026 that led to my request for your reply and compensation.
Peter Hallam.

Care was outstanding, I cannot say I was excited about an operation on my knee but it has been worth all the worry as I have no pain after about 3 weeks after the operation. Follow up exercises are worth doing, thank you Shepton Mallet.

Treatment all went well with no issues, quick and very friendly staff. Fully recommend.

Clear and concise communication was replicated by the way all staff members treated me during my visits to the Group's hospital at Shepton Mallet. X-rays were taken as part of my initial consultation and these were the subject of a same day discussion.
By way of comparison current time scales within the NHS system fall a very long way behind.

Excellent care throughout - from consultation, right through to the post-operative appointment. All staff were really focussed and attentive, especially during the pre-surgical procedures - providing a great deal of reassurance. Very good care from nursing staff when back on the ward post-surgery, which I am sure contributed greatly to a speedy and successful recovery.

Great service highly recommend
🌟🌟🌟🌟🌟

Everything was easy, from start to finish.

Being able to see a GP within a few days rather than months. Alex Moorhouse at Shepton is amazing. So is Pouya. Both of whom I have seen several times since my first visit last October. Also, the reception staff are always extremely polite and helpful. Only problem is on site parking which is almost impossible.

Group Captain Roy Springett

It was all very efficiently organised and managed. The consultation was comprehensive and provided me with the information I needed.

I went as an NHS patient. Friendly staff and pleasant environment.
I was seen on the dot of my appointment time.
I felt I had had a thorough consultation prior to my procedure.
The documentation in the post was clear.
The only issue is lack of parking

My appointment with Malcolm Podmore on the 16/01/26. he could do enough to help with my plumbers knee problem. The care and trust he gave me was 2nd to none.
A big thank you for your honesty

Alwyn

i had a hip operation February 2024 and been in pain ever since. Ive been back numerous times for physio or steroid injections,nothing has worked. Feel like I've been abandoned now such much so that I am now going for second opinions and treatment elsewhere.