Manor Road Surgery

Felt comfortable discussing sensitive health concerns

I attended an appointment regarding a sensitive personal health matter. The clinician I saw immediately put me at ease during what was a vulnerable time for me. I appreciated this approach.

Staff were professional and helpful

Excellent team with a highly professional approach.

Friendly reception made all the difference

I have no complaints about the care I received. I am very grateful.

Efficient practice that listens well

Highly structured and knowledgeable

Appointment scheduling didn't work around my schedule

Was unable to secure an appointment outside of standard working hours, which meant attending during work time and losing income as a result. After waiting beyond the scheduled time, the appointment did not proceed as planned, leaving the issue unresolved for an extended period.

Online booking made appointments much easier

The team here is excellent, providing outstanding care and support. The treatment received was of high quality, and the new online appointment system works really well with prompt responses.

Reception desk always unmanned and shabby surroundings

The reception desk has appeared unstaffed during my visits. The premises have a worn appearance. It is disappointing, as the practice was once of a much higher standard.

Confusing appointment system with unclear instructions

The new appointment booking system is quite confusing. The NHS App directs you to call the surgery, but the surgery's message instructs you to complete a form on their website. There are two websites available, and one of them is not functional. Locating the form on the working website is difficult, and once found, it indicates that form review may take up to 2 days, though responses are stated to be "normally" received within 4 hours "if your request is submitted before 1pm" - the meaning of this condition is unclear. The form requires you to focus on a single issue only, which is problematic if you have multiple concerns or if they are interconnected. Selecting SMS as your preferred communication method results in receiving a text with appointment details, and you are given 30 minutes to respond or the appointment will be automatically cancelled. There is no flexibility to reschedule if the time is unsuitable. The text includes a link to reply, but it directs you to a page displaying your form with the appointment details overlaid and a comments section. However, there are no clear instructions on how to accept, modify, or confirm the appointment. Additionally, the clinical assessment of your form appeared as a separate appointment in the system, creating the impression of two different appointments at different times. This confusion was only clarified after speaking directly with the reception team. The SMS also contains a link to an alternative urgent care service as an option instead of confirming your appointment. It took over an hour and twenty minutes of effort to eventually confirm the appointment by telephoning the surgery directly. This system creates barriers for those without a smartphone, those with typing difficulties, those with dyslexia, or those without internet access. All other patients require considerable patience and significant time investment simply to book a GP appointment at this practice.

Email system helped resolve medication quickly

The team here are consistently very helpful. Today, a member of the pharmacy staff really went the extra mile. I was having difficulty obtaining some medication and sent an email this morning (the new email system is genuinely effective). They called me before 9:30 and had arranged a new prescription for me to collect. I came in at lunchtime and everything was prepared and waiting - they were absolutely lovely and extremely professional, and a real asset to the practice.

Convenient location with easy parking

The service provided was satisfactory. The parking facilities were adequate.

Online booking beats the phone queue scramble

Uncertain about the initial registration process, but once registered, securing appointments appears straightforward. The current online booking system is a considerable improvement compared to the previous telephone method, which involved lengthy waiting periods. 👍😂

Friendly reception made the visit pleasant

Excellent

Reception dismissive about mental health concerns

Mental health does not appear to be a priority, and the care provided lacked compassion. General practice serves as the initial point of contact for healthcare, and being redirected to contact multiple external services does not constitute adequate care. An initial assessment should be provided, particularly when someone presents with serious concerns that may pose a risk to their wellbeing. The absence of appropriate support has caused additional distress and worsening of the situation. It should not require intervention from another service before a GP provides necessary support and documentation for someone unable to work. Reception staff would benefit from additional training in how to respond appropriately to mental health concerns. When someone discloses serious mental health symptoms, the response should include compassion and proper care rather than simply providing contact numbers for external services.

Well-run centre with helpful pharmacy staff

A well-organised medical facility with an excellent pharmacy service and consistently helpful team members.

Helpful staff and reasonable waiting times

The team were accommodating and attentive. Appointment waiting times were generally reasonable.

Clean and well-organised health centre

The facility was clean and well-maintained. This is an excellent NHS practice. Other healthcare providers could benefit from following the example set by this centre.

Quick appointment with no waiting time

Excellent medical practice, with no delays experienced during my visit 😊

Long wait with unstaffed reception desk

The reception area appeared unstaffed when I arrived, which meant I was unable to check in for my appointment. I experienced a considerable wait before being seen. This was disappointing.

Friendly staff made me feel welcome

A welcoming environment with helpful team members who create a pleasant atmosphere.

Pharmacy flu clinic was well organised

We attended the pharmacy for our flu vaccinations and found the clinic to be efficiently organised.