The Manor Practice - Ratings and reviews
Reviews
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Review titled I cannot be grateful enough
Rated 5 stars out of 5
by Anonymous - Posted on 29 August 2023
I am fortunate enough to not require medical care on a regular basis, however in the past few years I have had a few curved balls thrown my way and on the occasions I have needed support from my GP practice I have been very blessed to have had outstanding care. The first occasion was following a very poor experience of hospital care following emergency surgery, where the GP was expected to pick up the pieces. She did so admirably and was a shining beacon during a dark time. Her compassion and common sense helped to restore my faith in humanity. More recently I have required support to navigate some very challenging personal circumstances. In spite of the huge pressures on their services I have again received outstanding care from my GP practice. The safeguarding lead GP could not have been more supportive, kind, non-judgmental and persistent in his efforts to help me. Good care is about good culture and this GP practice nurtures excellent culture. Sadly I have now moved outside the catchment area but for those of you who are local I can highly recommend them. Thank you for everything.
Visited August 2023
Review titled The Manor Practice
Replied on 01 September 2023
Dear Patient, Thank you for taking the time to share your wonderful feedback. I am sorry to hear that you have been through difficult times, but glad that the staff were able to support you with this. I will ensure your comments are shared with the practice team. Many thanks Leanne Practice Manager
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Review titled Excellent consultation
Rated 5 stars out of 5
by Alison Bownass - Posted on 02 August 2023
On 12th July I had an appointment with my GP. My husband accompanied me. I have been experiencing serious & worsening pain in my back & right leg. My GP was able immediately to access the recent MRI results, surgeon’s letter and my whole medical history relevant to my spinal problems. He was able to prescribe Pregabalin to help with the pain & discuss our options for ongoing care. I came out feeling calmer, very reassured &’hopeful that our plan for the future was a sensible one. Thank you very much indeed.
Visited July 2023
Review titled The Manor Practice
Replied on 01 September 2023
Dear Mrs Bownass, Thank you for taking the time to give us your wonderful feedback. I am sorry that you have had back problems recently, but I am pleased that we have been able to support and reassure you with this. I will ensure your feedback is passed on to the doctor. Many thanks Leanne Practice Manager
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Review titled Appalling Service
Rated 1 star out of 5
by Deborah O'Donnell - Posted on 26 June 2023
I urgently needed an appointment for my daughter who has a foot infection and , as always, there are no appointment. Usual conversation, "sorry call back tomorrow". I explained that my daughters foot was very red but it made no difference at all!
Visited June 2023
Review titled The Manor Practice
Replied on 20 July 2023
Dear Deborah, Thank you for your feedback and I am sorry that you have had a negative experience when contacting the practice. Since the middle of May 2023, we have embraced the government initiative of providing an appropriate response at the first point of contact. This means you should be offered an appointment suitable for the condition you have called about (sane day or routine) or directed to another appropriate provider of care. We should not be telling our patients to call back tomorrow. I have not been able to locate your details from the information provided, but would encourage you to contact the practice further through our website to allow us to investigate this matter. Many thanks Leanne Practice Manager
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Review titled Receptionists non existent
Rated 1 star out of 5
by Anonymous - Posted on 07 June 2023
Been on the phone all morning just trying to speak to somebody about booking my smear test and as usual simply can’t get through. Absolute waste of time, doctors are amazing but since covid the receptionists just do not care. Never have any appointments but when you go into the surgery it’s a ghost town with nobody there. At this point I wish the government would just scrap the NHS cause the service is appalling
Visited June 2023
Review titled The Manor Practice
Replied on 20 July 2023
Dear Patient, Thank you for your feedback, although I am sorry you have had a negative experience with the surgery. We realise there is a long wait on our telephone lines and we are working on ways to improve this. Our reception team is fully staffed, with a number of staff at both of our sites dedicated to answering calls. Our clinical team is also fully staffed and most of our patients are being seen face to face in the practice, I am sorry if this does not appear to be the case when you have visited. I would also like to make you aware that we now offer the facility to contact the practice online to help reduce the demand on the phone lines. Your feedback will help us to improve our services going forward and I hope you will see these improvements in the near future. Many thanks Leanne Practice Manager
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Review titled Lack of patient care
Rated 1 star out of 5
by Dannie - Posted on 06 June 2023
Called and waited an eternity one morning for an appointment for anxiety, was told a GP would call me back in the morning. I was working, but have my phone on me all day, though on silent. At the time of the call I was checking my emails, rang once, went to click to answer and they'd already put down. I immediately called the surgery back, to wait on hold for over 45 mins before I gave up. I never received a call back or any acknowledgement that I had DNA'd an appointment. For all they know I could of died. Yesterday I requested a F2F via Accurx, which I received an sms from the surgery early afternoon to say I had an appointment at 17.20. I did not see the text as I was in training until around 16:50 of which I immediately called the surgery and again on hold for nearly 40 mins before I gave up. Something seriously has to be done about the phones and GPs one ringing patients before hanging up and giving up. I'm not happy with the service I have received from the surgery so far and will be looking elsewhere
Visited June 2023
Review titled The Manor Practice
Replied on 20 July 2023
Dear Dannie, I am sorry that you have not had a good experience with the practice. Our clinicians should be attempting to call at least twice for telephone appointments and I am sorry if this was not the case. I will ensure staff are reminded of this. Our phone lines are a known issue and this is something we are actively working to improve, but I am sorry this has not happened in time to improve your experience with us. Thank you for your feedback and I can assure you we will use it to improve our services going forward. Many thanks Leanne Practice Manager
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Review titled Good GPs , No appointments.
Rated 2 stars out of 5
by Anonymous - Posted on 09 June 2023
I think I've sunmed it up really in the title. Can't arrange an advanced appointment so have to join the scramble at 8am for the 3 appointments a day available. Face to face appointments don't seem to exist anymore.
Visited May 2023
Review titled The Manor Practice
Replied on 20 July 2023
Dear Patient, Thank you for your feedback. Anyone contacting the practice should be given an appropriate response at the first point of contact. This could be the offer of an appointment, or signposting to another appropriate care provider. The practice provides around 250 appointments every day and the only point you should need to call back to arrange an appointment is if you have been unable to accept the appointment offered to you. Also, the majority of our appointments available are face to face, with the option to request a telephone appointment if more convenient. I am sorry that this was not your experience and would encourage you to contact us directly through the website to allow us to investigate this further. Many thanks Leanne Practice Manager
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Review titled Worst practice
Rated 1 star out of 5
by Patient - Posted on 04 April 2023
Been with the practice for just over 6 months and not once have I been able to get an appointment. I've called 3 times this week and today at 08:00 and finally got through after over 20 mins to be told there are no more appointments, call back tomorrow. Now 1 I thought the new NHS contracted stated that was no longer allowed and 2 qof is over for the year, you have no excuse to have no appointments every day. I can't wait until the public can see how many appointments a day you actually offer.. Also noticed you haven't replied to any of your reviews, can't wait for your next CQC inspection too.
Visited April 2023
Review titled The Manor Practice
Replied on 20 July 2023
Dear Patient, I am sorry that you have had a negative experience with the practice. You are correct that the new NHS contract states that patients should be given an appropriate response at their first point of contact. The implementation date of this initiative was 16th May, and I hope you have seen a noticeable change to the practice since then. The practice offers on average 250 appointments every day, plus additional appointments available in the evenings, on a Saturday and by video every evening and weekend. The reviews on this page have recently been brought to my attention and my intention going forward is to ensure all comments are replied to in a timely manner. Part of my role as practice manager is to prepare the practice for a CQC inspection, and we have been making improvements in many different areas. I am sorry that you have not seen these improvements, however I hope that further changes will better your experience with the practice. Many thanks Leanne Practice Manager
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Review titled Rude reception staff
Rated 1 star out of 5
by Anonymous - Posted on 01 December 2022
The service from the receptionists is disgusting. They have no appointment reminders in place. I have been trying for over a month to find out when my appointment was booked for due to no reminders in place - of course couldn’t get through! The receptionist goes on to tell me how bad it is that I’ve wasted an appointment in the most rudest manner. Need basic training in how to be polite. I hadn’t once moaned at the fact I’ve been trying to get through for over a month and haven’t been able to. All doctors at this practice are amazing but the process of going through the receptionists is disgusting. This was also a smear test so people encourage women to get a smear test but then get this. I wasn’t able to rebook because of how rude she was and the call got ended.
Visited December 2022
Review titled The Manor Practice
Replied on 20 July 2023
Dear Patient, I am sorry that you have had a negative experience with the practice and would like to thank you for taking the time to inform us about it. Since you submitted your feedback, the practice has implemented text reminders for most appointments at the surgery, which I hope will have solved the root of this issue. The manner in which you were spoken to is unacceptable and I would encourage you to contact us through the website so I may further investigate matters. Unfortunately, I will not be able to access a call recording, but reception staff are trained to treat patients with respect and I am sorry if this was not the case. Please also contact the practice if you have not been able to rearrange you cervical screening; as you have stated, this is an important procedure and you should be supported in booking this. Many thanks Leanne Practice Manager