King George & Manor House Surgeries - Ratings and reviews
Reviews
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Review titled Just when I thought the service couldn't get worse...
Rated 1 star out of 5
by Anonymous - Posted on 03 April 2024
It's always a pretty dismal thought - having to call the GP. But today, they outdid themselves. I spent 1 hour and 40 minutes on hold to then be told that no appointments could be booked because 'they hadn't done their rotas'. I fully expect to be told there are no appointments, but to be told they just hadn't got round to sorting out who was working and could deliver an appointment is really the icing on the cake. Oh, and how about adding that to your recorded message that I have to sit and listen to, which would have then alerted me to the fact that my torturous wait on hold this morning was going to be a complete waste of time. No, I guess that's also a little too difficult to manage. What a pathetic joke this surgery has become.
Visited April 2024
Review titled King George & Manor House Surgeries
Replied on 03 April 2024
Thank you for your feedback. I am sorry that you had a long wait on the telephone. Our telephony system does in fact tell callers that there are no appointments available for that day, this option was actioned at 8.55 this morning. As you are calling after a 4 day bank holiday weekend, appointments have been booked up ahead of time well in advance and we are currently finalising May rotas which will enable booking up to 8 weeks ahead of time. Whilst appreciating your frustration, anonymous online abusive messages do little to motivate a positive change in an already demanding service. Please email the surgery direct should you wish to address any specific issues in future.
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Review titled Abysmal service
Rated 1 star out of 5
by Isla MacDonald - Posted on 29 February 2024
Received my blood test results Two weeks ago via NHS App, having to wait Five weeks to speak to a doctor to obtain diagnosis and treatment. Disgusting.
Visited February 2024
Review titled King George & Manor House Surgeries
Replied on 01 March 2024
Dear Miss MacDonald, Thank you for your feedback. I am sorry that you feel this service is not up to your expectations. You were advised that you should book a non urgent appointment the day after your test results were received. I should point out that you then telephoned for an appointment 8 days after you were advised to book it, adding a further week into the timeline. The appointment you have was in fact, 3 and a half weeks after your call to book. For non urgent appointments 4-5 weeks is considered clinically appropriate. We always endeavour to fulfil patient needs as quickly and efficiently as possible, however availability of appointments is I'm afraid, a reflection of demand. You are of course at liberty to register with an alternate provider should you feel they can give you a better service. yours sincerely Geoff Bartram Practice Manager
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Review titled Good Practice
Rated 4 stars out of 5
by Anonymous - Posted on 15 June 2023
Very poor service by the people at the reception. I received a text message "The result of your recent test has been received' A further test is advised - please collect a form from the surgery at your convenience". I went to the surgery and am told you do not need to collect any form. You have to make an appoint for another blood test. I wasted my working time. How difficult is it to send a correct message. Further, this lady was looking at me as though I am stupid to turn up at the surgery. Please have some respect for the people who use your services.
Visited June 2023
Review titled King George & Manor House Surgeries
Replied on 31 August 2023
Thank you for leaving us your feedback. We have addressed this issue, forms are no longer required for blood tests - unfortunately you were sent an old preset message. We do apologise for any inconvenience.
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Review titled Excellent experience with new GP
Rated 4 stars out of 5
by Laura Hielscher - Posted on 26 May 2023
I saw a GP today who I think may be newer to the practice but was absolutely excellent. I tend to avoid using GP services where possible due to some negative experiences in the past but my experience today was very different. The GP had an incredibly warm, patient and kind manner. They were very thorough but efficient in their assessment and also sent a notification through to my phone clarifying follow up instructions which I thought was great practice as it’s easy to leave the surgery and forget the exact details re next steps. Throughout my assessment with the GP I felt listened to and that they were genuinely invested in helping to resolve my problem. I’m sure it’s very challenging to juggle the numerous demands and challenges on GPs whilst also not allowing appointments to feel rushed etc but this GP did an exceptional job and was lovely, whilst being efficient. My appointment must have only lasted a couple of minutes but I feel as if I got everything I need from it, and couldn’t have asked for anything more. I wanted to leave this review to highlight the difference that one’s interpersonal and professional clinical skills can really make in terms of the patient experience. The GP is saw today is an asset to the practice.
Visited May 2023
King George & Manor House Surgeries has not yet replied.
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Review titled Above and beyond
Rated 5 stars out of 5
by John atkins - Posted on 26 January 2024
I can’t thank the nurses and drs involved in my case enough… they all went beyond their call of duty to administer care… 1 nurse in particular ( she knows who she is ).. showed more care and compassion than I’ve ever known… thank you all.. u literally have saved my life!!!… bless all of you
Visited May 2023
Review titled King George & Manor House Surgeries
Replied on 31 January 2024
Dear John, Many thanks for this terrific review, it is great to know that the team are appreciated. I will pass on your comments to the staff, I suspect the nurse you mention will know it is them you refer to and may I wish you well for the future. Geoff Bartram Practice Manager
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Review titled Excellent Doctor care
Rated 5 stars out of 5
by Anonymous - Posted on 24 May 2023
Contacted surgery and had a telephone phone call regarding my daughters health as was very unwell, the doctor was fantastic and order blood test and totally put my mind at ease. He explained everything to me. Thank you
Visited May 2023
Review titled King George & Manor House Surgeries
Replied on 26 May 2023
Thank you for taking the time to leave us your feedback, it is very much appreciated. Your comments will be relayed to the entire team, thank you again.
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Review titled Receptionists can come across as rude.
Rated 2 stars out of 5
by Anonymous - Posted on 18 April 2023
I recieved a text message last week stating I had to speak to a GP about my blood test results. I called up the GP surgery last week in which they told me they didn't have any over the phone appointments for 5 weeks and advised me to call up on the day at 8am if I want the chance of being seen quicker. I called up this morning (a week later) at 8:00am and it stated I was number one in the call queue. The receptionist didn't answer the phone to me until 8:21am despite it still saying that I was first in the queue. The receptionist told me they didn't have any on the day appointments for non-emergency appointments and once again told the the wait list time. I explained to her my situation and told her I needed to speak to the GP as soon as possible so that I can be refered. The receptionist then went on to tell me there were no appointments left for the day but then was interupted by (i'm assuming) another receiptionist which told her there was actually a morning appointment for non-emergency for the day. So the first receptionist had clearly not even checked. The receptionist didn't seem very happy with booking me in and then checked my mobile number which was also wrong, they had changed it to my mums new mobile number (whos my emergency contact) and over-wrote my actual contact number. This issue should have been fixed before as I corrected them last week but obviously they had not fixed the error. The GPs on the other hand are very professional and are great at helping but the reception feels lacking and puts me off attempting to get into contact with my GP about important issues.
Visited April 2023
Review titled King George & Manor House Surgeries
Replied on 26 May 2023
We are sorry of you felt our receptionist was in any way rude, I can assure this would not have been intentional. Our reception team do a very difficult job and manage a large volume of patient contacts everyday, unfortunately they can only offer patients what is available and often bear the brunt of patient frustrations. We do not ordinarily ask patients to call at 8am, I am sorry if you were advised this incorrectly. If you have an urgent issue that requires same day attention, you do need to call us on the day - this will always be a telephone call with a clinician and at times when we are at capacity patients will be advised to contact 111 for advice (online) or visit the Urgent Treatment Centre in Welwyn Garden City, or their local pharmacy. If you have a non urgent, routine issue or enquiry we ask that you call us later in the day to allow those with emergency issues to get through first thing. I apologise about the telephone number being incorrect, we do ask that any changes to contact details and sent through via our website for our Admin team to update, this avoids any errors. Thank you for your kind words about our GPs.
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Review titled Great practice
Rated 5 stars out of 5
by Debra cokayne - Posted on 27 April 2023
Really polite helpful receptionists Never had a problem getting an appointment Lovely doctors especially the one today Everyone should remember how busy the practice is and what a great job reception/admin are doing. Well done
Visited April 2023
Review titled King George & Manor House Surgeries
Replied on 28 April 2023
Thank you so very much for taking the time to leave us your feedback, it is very much appreciated. I will ensure your comments are relayed to the entire team. You are quite right, General Practice is under considerable pressure and demand remains very high. Our staff are working very hard to help patients as best we can. Patients can help us to be there for those that really need us by: - Only calling at 8am if you have an urgent/emergency issue that needs same day attention. - Calling later in the day for routine issues and enquiries. - Using online services where possible - NHS app and Systmonline, to order repeat medication, check if a prescription has been issued, book routine telephone appointments in advance. - Checking our website for information before calling us. - Visiting your local pharmacy for advice on over-the-counter remedies for many minor conditions not available on prescription. - Using 111 online for medical advice before calling us, visit www.111.nhs.uk Thank you again for your kind words.
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Review titled Great response from King George & Lister Hosp
Rated 4 stars out of 5
by Dave Hope - Posted on 31 March 2023
I had just recently moved to Stevenage from a different health authority, when the night before my CPAP machine stopped working. I called the relevant dept at Lister to see if they had a machine that I could borrow, as I was very concerned that with a dodgy heart I might not get through the night without a machine. Lister said they could not do anything without a doctors referral. But although I had registered with King George the week before I had not been invited to attend the surgery. Trying to get an appointment was some weeks away, so I tried the emergency number. After some 5-10 min a lady doctor answered and I explained the situation, she said leave it with her and she will try to organise something, I was not very optimistic. Within the hour Lister rang me up to inform me that a new machine would be waiting for me later that day. This was a fantastic result, not only had King George excelled themselves, also the Lister Thanks again for a timely response
Visited February 2023
Review titled King George & Manor House Surgeries
Replied on 04 April 2023
Thank you for taking the time leave us your feedback. I am glad we were able to help. I will relay your kind words to the team. Thank you again.
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Review titled Excellent treatment
Rated 5 stars out of 5
by D. Hudson - Posted on 03 October 2022
Following a severe burn to my right arm the treatment I received was excellent. The skill of the nurse has made the healing process very quick and significantly reduced the chance of infection, thanks to the nursing staff
Visited September 2022
Review titled King George & Manor House Surgeries
Replied on 13 October 2022
Thank you very much for taking the time to leave us a review, it really is appreciated. I will ensure your comments are relayed to the team. Many thanks again.