Manor Brook Pms - Ratings and reviews
Reviews
-
Review titled Bureaucracy
Rated 3 stars out of 5
by harshasubashana@gmail.com - Posted on 22 April 2024
For the last several years my son (currently 8 years old) has been suffering from sleep issues and he is waking up from time to time. He sometimes falls asleep in school. His voice is nasal. Struggling to breathe and waking up in the night. This is really impacting his quality of life and education. Issue no 1: looking at his struggling to breadth video and laryngoscopy, Lewisham Hospital ENT prescribed tonsillectomy. It’s been about a year now, they called for the final assessment about a month ago and said with thing the next 2 to 3 weeks he will be called to book a date for the surgery. When there was no call I called the hospital surgery scheduling department and explained the situation. Then they said he is not an urgent case and if it is urgent, get a letter from the GP. When called the GP they said that there is no such system, and it is the hospital's job to check the urgency: due to this bureaucracy between the hospital and GP my son is suffering Issue no 2. When I wrote to the GP regarding the hospital's request (letter from the GP to change the patient’s status from not urgent to urgent) the GP wrote back to me saying it is not the usual way and it is the hospital’s job to decide that. GP said however to book an appointment to assess his status and write to the hospital. Then I called the GP to book an appointment and the phone operator said they didn’t have any appointments and to call tomorrow to check whether there would be any. Now in this case, as the GP has asked to book an appointment, I wonder why the GP staff can’t make a record of that in their system and book the appointment when the appointments are available. When I asked this, she said, the GP is handling 40000 patients and they don’t have time to do this as they are too busy. I’m a lecturer and we are also equally busy. We also handle a lot of students. So, what is the point of me coming off my class to call the GP every day to see whether there are appointments? Why can’t you have a system (in the 21st century) to line up these pending appointments and release them when they are available?
Visited April 2024
Review titled Manor Brook Pms
Replied on 22 April 2024
Hello I am sorry that you are unhappy with the ENT consultant’s assessment of the urgency of your son’s case. It is correct to say that the normal protocol would be for the GP to refer to the ENT specialist and for the specialist to assess urgency. In this instance it sounds like the GP has responded to your request by offering the opportunity to meet to discuss up-to-date symptoms. And if appropriate the GP would then advise the ENT specialist of the updated symptoms. It would be appropriate and fair that the GP appointment should be booked in line with the usual appointment booking protocol. And the urgency of the tonsillectomy would continue be determined by ENT, giving consideration to their full caseload. Kind regards Dorothea Sanger Practice Manager
-
Review titled Today 15.04.24 at 10:20am rude receptionist
by Andreea Pirvu Davila - Posted on 15 April 2024
I called to make several appointments on several health issues that I need to check and the receptionist booked me only one 10 minute appointment on the 29 of April, 14 days from now saying I can’t book a second appointment, and when I explain to her that I have several issues that I need to check, she said that I need for my first appointment to happen and only after that I can book another which it means that for my 5 issues I need to check could take me more than 2 months. When I tried to explain to her that this is so unreasonable as my issues could advance she didn’t give me any solution and said she can’t go into this argument with me and hang up the phone.
Visited April 2024
Review titled Manor Brook Pms
Replied on 15 April 2024
Hi Andreea I am sorry that you were unhappy with our appointment protocol today. We advise patients to book one appointment initially and doctor appointments last for 10 minutes. It may be possible for more than one concern to be addressed in an appointment. It will depend on the time taken and length of discussion. If necessary a further appointment can then be booked. Our aim is to ensure fair access to appointments for all patients. By limiting bookings to one appointment at a time we can better manage demand and serve as many patients as possible. I understand your frustration and once again I am sorry for any inconvenience. Kind regards Dorothea Sanger Practice Manager
-
Review titled Usually good - Let down by a receptionist and a GP
Rated 1 star out of 5
by Anonymous - Posted on 09 April 2024
The doctor could not get a repeat prescription correct (despite having a letter clearly laying out requirements), meaning I had to call the reception a few times to correct. One of those times (when it became urgent) the receptionist (untrained) tried to give me medical advice, wouldn't listen to what I needed and proceeded to lie (for her colleagues benefit), saying that I was shouting down the phone. I was not shouting (I can barely shout at the moment), I was pleading with the receptionist to listen to what I needed, to avoid me needing to call again. The receptionist was very uncaring, wouldn't listen and talked over me. Thankfully her colleague took the phone, listened to what I needed and dealt with it straight away. Having a chronic medical condition and needing to regularly call the practice it creates a lot of anxiety< not knowing who you might get and what mood they are in. Thankfully the practice manager is very good and deals with it, but there should be more consistency, compassion and care from the receptionists... who I believe are getting medically trained (not sure this is safe if they lack basic compassion and listening skills).
Visited April 2024
Review titled Manor Brook Pms
Replied on 09 April 2024
Hello I am sorry to read that you were unhappy with your experience at the practice on these occasions. Could I please ask you to call the practice and ask to speak to me? All of our telephones calls are recorded so I would like to listen to the calls, get an understanding of what went wrong and address training needs. Once again, I am sorry that you felt the need to write this negative feedback. Kind regards Dorothea Sanger.
-
Review titled Disappointed today with an unsympathetic receptionist
Rated 5 stars out of 5
by Sara - Posted on 19 January 2024
A very abrupt unhelpful reception staff who I have not come across in the past today. Nearly 5 decades with this surgery from Shooter’s Hill Rd to Manor brook. Excellent GP practice but the standard shouldn’t be allowed to slip by uncaring receptionists. Need better training .
Visited January 2024
Review titled Manor Brook Pms
Replied on 22 January 2024
Hi Sara Thank you for your feedback. I am sorry to read that you had a bad experience with one of our receptionists. Please contact the practice and ask for me, providing details of what happened, along with the date/time and, if this was a telephone call, the number that you called from. This will allow me to investigate and provide training as required. Kind regards Dorothea Sanger Practice Manage
-
Review titled Excellent practice
Rated 5 stars out of 5
by Patrick Collins - Posted on 14 August 2023
I have been a patient at Manor Brook for many years, and I feel extremely fortunate to attend such a practice. I recently visited the surgery with a painful ear problem and I was seen and treated on the same morning. As ever, the front desk staff were both helpful and courteous, while the doctor I consulted was sensitive, efficient and utterly professional. My wife and I would like to thank all the staff at Manor Brook for years of truly outstanding care.
Visited August 2023
Review titled Manor Brook Pms
Replied on 15 August 2023
Hi Patrick - Thank you for taking the time to write your review. It is good to hear that you are so happy with the care that you have received over the years. I will pass your feedback on to the staff.
-
Review titled Difficult
Rated 1 star out of 5
by Anonymous - Posted on 18 April 2023
They’re very difficult to contact, wait times on calls are very long and appointments are difficult to obtain. I’ve been waiting over a month for a simple referral to a specialist and they haven’t done anything about it so far. They’ve now told me I have to wait a further week before I can speak to the only person who can write the referral letter.
Visited April 2023
Review titled Manor Brook Pms
Replied on 28 June 2023
Thank you for taking the time to share your feedback with us. We appreciate that patients can sometimes feel frustrated when facing difficulty in accessing our services. Unfortunately demand for appointments often outweighs supply, but please be assured that we are doing our best with the resources available to us, and that we are constantly working to improve patient access. As your post is anonymous I am unable to investigate your referral. If this has not been progressed, please contact the surgery directly in order to allow us to investigate this further. Thank you.
-
Review titled Excellent service
Rated 5 stars out of 5
by Steven Parker - Posted on 02 February 2023
Needed to see a GP. Went online at 11pm last night, found a 4pm appointment today. Booked it. Was seen within 10mins of the time booked. Friendly and engaged GP with sensible proposed next steps. Very pleased and impressed that things can work like this despite all the current negativity.
Visited February 2023
Review titled Manor Brook Pms
Replied on 28 June 2023
Thank you for your feedback. It is great to hear that you have been happy with the access to our services and also with the care provided.
-
Review titled Fantastic medical centre
Rated 5 stars out of 5
by Sue - Posted on 06 February 2023
I would like to personally thank everyone at a or Brook Medical Centre - the excellent care, observations over the past 2 years by all the staff, doctors, nurses, prescribing nurse and receptions t’s have been outstanding - I started off have a few chest infections, but their due diligence, care and professionalism meant that they made the correct referral at an early stage, for me to be diagnosed with early lung cancer, receive the best possible care, instantly, with surgery following swiftly - I have been totally supported throughout this process and all Healthcare Professionals outside of Manor Brook Medical Centre have praised their early detection. You are all to be commended as being the best practice in the area and example to be followed and congratulated for - we are so lucky to have such a great Medical Centre in our community. Thank you
Visited January 2023
Review titled Manor Brook Pms
Replied on 28 June 2023
Thank you for your lovely feedback, and also for passing on the positive feedback from other healthcare professionals. We trust that you are recovering well.
-
Review titled awful booking system
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
Doctors are great professionals in this practice. However, it is impossible to get an appointment. The practice only offers appointments by phone, and waiting time is around 70 minutes to be told there is no appointment available. The system is unfair to people who work and can't take an hour's break to get an appointment. I was only able to get an appointment once in the 18 months I have been with them. Changing practice for this reason. Please consider before registering.
Visited December 2022
Review titled Manor Brook Pms
Replied on 20 December 2022
Thank you for your feedback We are sorry to hear you have had difficulty booking an appointment. Appointments are available to book online via patient access, via the telephone and in person. We also have econsults available during working days via our website. If you do not have online access please sign up at reception to enable online booking. Thank you
-
Review titled Really excellent service
Rated 5 stars out of 5
by Jonathan H - Posted on 24 October 2022
I’ve been a patient here for a decade and the service has always been great. Other people I know who use it say the same. Very proactive around issues like Covid jabs and all the doctors are really thorough. It’s hard to get though on the phone in every surgery and that’s not the surgery’s fault. Use your vote to fix that.
Visited October 2022
Review titled Manor Brook Pms
Replied on 28 June 2023
Thank you for your positive feedback. It is great to hear that you have been happy with the service provided by the practice over the years. You are correct - unfortunately we are required to work within limited financial constraints. However we do our best and it is encouraging for our staff to receive your positive review. Thank you.