The Manor Practice - Ratings and reviews
Reviews
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Review titled Ideal experience
Rated 5 stars out of 5
by Soura - Posted on 23 January 2024
I visited the surgery yesterday for urgent on the day appointment for my 4 year old boy. The practice was excellent since handling my call with the receptionist member being very professional and showed empathy. Filled with a call back and appointment short after with a doctor The doctor was extremely professional and supportive Gave a thorough examination and advice and reassured me Despite the surgery was very busy on a Monday afternoon, everyone was very kind and smiling Thank you so much !
Visited January 2024
Review titled The Manor Practice
Replied on 01 February 2024
Dear Soura, I am pleased to read of your experience with the practice, thank you for taking the time to provide us with your feedback. I will ensure your feedback is passed on to the staff and I hope your son is making a swift recovery. Many thanks Leanne Hoye Practice Manager
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Review titled poor appointment booking system
Rated 1 star out of 5
by Anonymous - Posted on 25 January 2024
- 3 different numbers for the James preston health centre on google and it is unclear which one gets you through to appointments. - from 8am I rang 54 times! each time getting user busy, so no queue system like other GP's, just line busy and the call ending. - Took me 23 minutes to get through to someone, for them to tell me all the appointments were gone for the day!!
Visited January 2024
Review titled The Manor Practice
Replied on 01 February 2024
Dear Patient, Thank you for taking the time to provide us with your feedback, and I am sorry to read of the difficulty you have had in obtaining an appointment. Currently, our phone lines are unable to provide a queue function, however we are in the process of upgrading the capabilities to provide this in the future. It is frustrating to spend such a long time on the phone and then be told there are no appointments remaining. We do have an emergency doctor working every day, and the reception team have been trained to triage your symptoms and ensure you are given an urgent appointment if needed. I am sorry if this was not your experience. When we make changes to our telephone lines, not only will a queue function be available, but we will also be able to see how many calls are queuing and how long they are waiting to be answered. This information is key in helping us improve the service we offer, as currently we do not know the level of demand. I am hopefully that you will see these improvements to the practice in the very near future. Should you wish to discuss matters further with a member of the management team or provide further feedback, you can email nhsbsolicb.manorpractice.feedback@nhs.net Yours sincerely Leanne Hoye Practice Manager
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Review titled Awesome staff and help at a much needed time
Rated 4 stars out of 5
by Anonymous - Posted on 23 December 2023
My son suffered a febrile convulsion which is something that required an ambulance, due to the convulsion my wife was in shock and took our son to this GP practice, they stopped everything they were doing to assist my wife, calm her down and called an ambulance, everyone was kind and professional during this time despite the circumstances, again we would like to thank all the staff for their efforts
Visited December 2023
Review titled The Manor Practice
Replied on 01 February 2024
Dear Patient, Thank you for taking the time to provide us with your feedback, and I am sorry that your son required such emergency care. Staff at the practice are trained to respond to such emergencies as your wife and son experienced, but many never have to put this training to use. I am pleased that they were able to overcome the shock of the situation and provide assistance. I will also ensure your feedback is shared with Vesey Practice, whom we share the building with, as they also provided the care necessary to your family. Yours sincerely Leanne Hoye Practice Manager
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Review titled Efficient service
Rated 5 stars out of 5
by David Jobbins - Posted on 21 December 2023
I telephoned at 8 am and call answered within 15 mins. Very helpful receptionist listened attentively to my symptoms of an ear infection and arranged for gp call back. This happened by 10 am and a face to face arranged asap. I was seen at Ashfurlong centre by 10.15 and received my medication by 10.20. Great service. Efficient effective professional friendly service from receptionists, GPs and pharmacy. Excellent.
Visited December 2023
Review titled The Manor Practice
Replied on 01 February 2024
Dear Mr Jobbins, Thank you for taking the time to share your feedback, it is great to hear. We are always looking to improve the service we offer to our patients, and it is rewarding for us know our patients are realising some of those improvements. I will ensure your feedback is passed on to the relevant staff members. Many thanks Leanne Hoye Practice Manager
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Review titled Great efficient practice
Rated 5 stars out of 5
by John Oliver - Posted on 13 November 2023
My appointment was very fruitful, felt like i was listened to and all my ailments were addressed. Very professional and would recommend this practice to anyone
Visited November 2023
Review titled The Manor Practice
Replied on 03 January 2024
Dear Mr Oliver, Thank you for taking the time to provide us with your wonderful feedback. I will ensure this is passed on to the clinician you spoke with. I am very pleased to hear that we were able to address all of the issues raised on the day, and sincerely hope that your future experiences are as positive as this. Many thanks Leanne Hoye Practice Manager
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Review titled Very hit and miss
Rated 2 stars out of 5
by Anonymous - Posted on 09 November 2023
I've been with Manor since I was born, and I'm now in my late 30's, having had two children myself. I find the Doctors who have been at the practice for a while, really great. But I've also had some appointments with some visiting/locum GPs that haven't given me confidence in what they're saying at all, have prescribed things I know just won't help, or have messed up with lab requests. My biggest problem however is the reception team. There are some really great, lovely staff who listen to you, and will do what they can to help. But there are others who just want you off the phone as soon as possible. They are abrupt, won't listen to your situation, literally just say no and won't attempt to do anything to help. And please be assured that I'm not asking them to find me an appointment out of nowhere either; my requests are pretty minor. I think this really, really needs looking at. I also think some of their processes can be hugely streamlined - why is there not a seperate test results phone number? Why can we still not book appointments online (unless it's for blood pressure or contraception)?
Visited November 2023
Review titled The Manor Practice
Replied on 01 February 2024
Dear Patient, Thank you for taking the time to provide us with your feedback, and I am sorry for the negative experiences you have had. The practice has made a very conscious effort to reduce the use of locum GPs as much as possible. Locums GPs only staff or evening and weekend appointments now, with all other practice appointments being provided by long term staff or registrars training at the practice (who are all supervised by our GPs). Currently our telephone system does not allow us to listen to telephone calls or allow us to have a separate line for general queries, however we are in the process of amending our phones to better serve our patients. The online booking for routine appointments has been removed as we now have a number of other qualified staff that can manage a great deal of appointments without needing a GP. To ensure appointments are directed to the most appropriate clinician, reception staff have a detailed triage process to follow, which we are not able to offer online. We will provide feedback to reception staff at every opportunity, however without specific examples, it is difficult to identify areas for development for individual staff members. Your feedback is always welcome on these matters to assist with the continuous improvement of our services. You can send any feedback to nhsbsolicb.manorpractice.feedback@nhs.net and a member of the management team will liaise with you regarding your concerns. Yours sincerely Leanne Hoye Practice Manager
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Review titled Prompt assistance
Rated 4 stars out of 5
by Paul Leadbetter - Posted on 10 November 2023
I needed a repeat prescription before going on holiday and placed it through Patient Access. For some reason it did not work and I rang the surgery the day before leaving; my prescription was with the pharmacy within the hour. Thank you very much.
Visited November 2023
Review titled The Manor Practice
Replied on 03 January 2024
Dear Mr Leadbetter, Thank you for your feedback. I am pleased we were able to sort the prescription before your holiday, but I am sorry it did not go through correctly when requested online. Many thanks Leanne Hoye Practice Manager
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Review titled shocking don't even answer the phone
Rated 1 star out of 5
by Anthony Farr - Posted on 06 October 2023
been trying to contact them now for over 40 minutes and got the message "your call is important to us please hold." What a joke i can see why only 1 or 2 stars - you can never get an actual appointment and now manor practice don't even answer the phone, what a terrible service - well not even a service as not answering.
Visited October 2023
Review titled The Manor Practice
Replied on 23 October 2023
Dear Mr Farr I am sorry to read of the difficulty you have had in reaching the practice by telephone, but thank you for taking the time to share your feedback. The telephones at the practice have long been a concern for patients due to wait times or simply just getting the engaged tone. Changes to our telephone system take a significant amount of time to arrange and implement, so whilst this is progressing in the background, we have tried to make other options available to contact the practice. You can now contact the practice online using the following link - https://florey.accurx.com/p/M85033. This is for non-urgent clinical and non-clinical matters. Appointments should be offered to all patients that contact us, which range from on the day duty doctor assessment through to routine appointments in around two weeks’ time. A majority of these appointments are face to face with a GP. I am sorry if this is not what you have experienced from us. Should you wish to discuss matters with me further, please email me at nhsbsolicb.manorpractice.feedback@nhs.net Many thanks Leanne Hoye Practice Manager
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Review titled Thankyou
Rated 4 stars out of 5
by Val Ferneyhough - Posted on 09 October 2023
Wanted to thank the doctors for giving up their time on Sunday to administer vaccines. I realise how busy you all are so just wanted to express my thanks. It was very efficient
Visited October 2023
Review titled The Manor Practice
Replied on 23 October 2023
Dear Mrs Ferneyhough, Thank you for taking the time to give us your feedback. We at the practice are pleased that you have found the Sunday vaccinations clinics beneficial and are grateful indeed for your appreciation. I will ensure that the doctors and other staff working these clinics are aware of your comments. Many thanks Leanne Hoye Practice Manager
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Review titled Well Below Standard
Rated 1 star out of 5
by Anonymous - Posted on 11 September 2023
We are at the end of our tether with the bad service from The manor practice , today my wife went in for her routine B12 injection , she normally books the next one in advance with the receptionist , she was told that now they do not book that far in advance so she will have to phone up !!. She asked for an appointment to see a doctor and was told !!two weeks !!! , why this long ???, what is going on here ??. I did a water test tuesday , its now the monday after and still waiting for the doctor to add notes to the results . On top of that i have given a letter to the receptionists !!!three!! times this year giving my permission for my wife to ask for any test results i have, or other medical information about myself , do i have to write it on a twenty foot square piece of cardboard and glue it to the practices front door ?.
Visited September 2023
Review titled The Manor Practice
Replied on 23 October 2023
Dear Patient, Thank you for taking the time to write about your experience with the practice, and I am sorry that we have not been able to meet the standard of service you should be able to expect from us. I am sorry that your wife was unable to book her next B12 injection in when you visited. Normally, we do have clinics available that far in advance to book appointments, however at the time of your visit these clinics were on hold whilst we assessed which nurses would be providing the flu clinics at that time. Nurse appointments are now available in advance again. The reception staff have been trained to triage requests for appointments, ensuring that those with the most serious of issues are given priority appointments. I do not know the nature of your wife’s request for an appointment, however if the reception team offer an appointment in two weeks, it would have been classified as routine. Unfortunately, I cannot comment about the length of time for the results of your water sample or the letter without having some further information from you. If you would like me to continue investigating this matter, please email nhsbsolicb.manorpractice.feedback@nhs.net with your name and date of birth. Many thanks Leanne Hoye Practice Manager