Mansion House Surgery

Friendly reception in a beautiful Georgian building

The reception team demonstrated promptness, friendliness and efficiency, alongside excellent support services that maintained comprehensive immunisation documentation and offered helpful guidance. Regardless of other considerations, the practice is situated within one of the area's most attractive period properties, characteristic of several similar buildings in the locality. The premises could benefit from some cosmetic refreshment, though this is a minor observation given the resources typically available to healthcare facilities.

Long wait times and medication management concerns

I'm extremely frustrated with the approach to medication management here. I was prescribed something and then it was stopped without proper communication. I've been waiting nearly three weeks for an appointment and I genuinely feel unwell without my medication. I have serious concerns about how medications are being prescribed and then withdrawn. I feel that certain medications were handed out too readily in the past, leading to dependency issues, and now the pendulum has swung too far the other way. People who genuinely need these medications occasionally are now unable to access them because everyone is treated the same way. Those who actually require them are being penalised for past overprescribing. I'm also concerned about other medications that were given out liberally and are now being stopped abruptly. The inconsistency in prescribing practices is troubling. There's also been a shift towards prescribing alternatives that I feel are being distributed just as freely, with concerning consequences that nobody seems to address. I'm particularly upset about the withdrawal of pain relief medication. I had a serious medical event nearly two years ago that caused severe pain, and I question whether suddenly stopping medication is the right approach. I haven't attended appointments in two years because I felt judged and unheard. I only went to hospital when the pain became unbearable. I have mental health concerns that I feel have been overlooked. I've lost faith in the practice entirely. I only attend for my regular injection every three months and wouldn't return otherwise. I'm deeply disillusioned and would trust other healthcare professionals over the doctors here.

Receptionists handled urgent calls with genuine kindness

I recently had the pleasure of experiencing the care provided by this practice for multiple family members. The entire team, including reception staff and clinical personnel, responded promptly and professionally to our needs. I cannot speak highly enough of the service we received throughout. Each member of staff demonstrated exceptional dedication and compassion. On one occasion, I called regarding a family member and was greeted by a particularly kind and understanding receptionist whose empathy made a real difference. I was impressed by how quickly an appropriate clinician was dispatched to provide care. The level of customer service has been consistently outstanding across multiple visits and interactions. Whether contacting the practice in the morning or evening, the team has shown genuine care and professionalism. I am genuinely grateful for the support provided by all involved in our care.

Dismissive approach left me frustrated and unheard

I attended an appointment some time ago regarding persistent back discomfort. After reviewing my medical history, the clinician suggested that this type of pain is a natural consequence of human anatomy and indicated that treatment options were limited. The explanation provided seemed unusual to me at the time, and I found myself taken aback by the response. I was left questioning whether this reasoning was documented in my clinical notes or whether it was simply offered verbally during the consultation.

Quick appointment after friendly reception help

Excellent experience at this practice. The reception team and staff were very welcoming and helpful, assisting with registering a companion as a temporary patient and arranging an appointment for the same day. We were very appreciative of the support provided. Highly recommended.

Reception staff don't answer the phone

Poor appointment booking system The reception team appears to struggle with managing phone enquiries and call handling

Receptionist talked over me and wouldn't listen

I found the reception staff to be discourteous. Despite approaching the interaction with politeness and respect, I felt I was not treated with the same consideration. I experienced being interrupted and felt unheard during the call. After multiple attempts to reach the practice throughout the morning, when I finally got through, I was simply instructed to call at 8am without any further assistance or guidance being offered. The only suggestions provided were to phone at the designated time or attend in person at that hour. I felt that the staff member lacked the compassion and empathy that should be present in a healthcare setting, and I believe this role requires individuals who can demonstrate these qualities consistently.

Reception staff dismissive about mask exemptions

The reception staff were dismissive regarding mask-wearing exemptions, despite having valid reasons not to wear one. They appeared to lack understanding of exemption policies and could benefit from improved customer service training.

Quick appointment with minimal waiting time

Efficient and straightforward visit.

Reception staff made appointments difficult to get

The clinical team at this practice demonstrates competence and professionalism. Unfortunately, the administrative side presents a contrasting experience. Obtaining appointments in a reasonable timeframe proves challenging, and the front desk team can come across as curt, dismissive and unhelpful. Given the constraints of NHS service availability, switching to another practice is not a practical option. The overall atmosphere feels uninviting, and attending this surgery during a time of serious health concern would likely amplify the stress of an already difficult situation.

Easy to get through on the phone

I have consistently had positive experiences with this practice. I have always been able to reach them by calling at opening time and have successfully obtained appointments, whether in person or by phone. I have always been attended to by a healthcare professional and would happily recommend this practice to others. The staff are friendly and approachable, and they are particularly good with younger patients.

Easy to get appointments when needed

I have been a patient at this practice for over three decades and have consistently had a positive experience. I have always been able to access appointments when required, and the clinical staff have provided good care throughout my time here. While any healthcare service will inevitably receive complaints from some patients, I believe many concerns are minor in nature. For instance, I am aware of someone who was dissatisfied about being directed to a local provider after relocating to a different area, though I feel the practice's approach to managing patient allocation is reasonable given the demands on their time and resources.

Staff made me feel genuinely welcomed

I'm delighted with my decision to select this practice. The team demonstrated exceptional warmth and professionalism throughout my experience.

Friendly reception made the visit pleasant

Excellent medical practice

Management failed to update records despite repeated calls

This feedback does not reflect on the clinical staff at all, as that would be unfair. The concern is directed at the management level. I have been waiting for an extended period for my records to be updated and no progress has been made. I am extremely frustrated, and despite multiple attempts to contact the practice, each interaction follows the same pattern without any resolution being offered. I am deeply disappointed with this experience.

Management removed me over moving distance

I was extremely disappointed by the approach taken by the practice management regarding my situation. Having been a patient at this surgery for many years, I found it upsetting to be removed from the patient list due to relocating a short distance away. I have been informed that I need to register elsewhere, and the alternative options available to me are similarly distant. I feel the practice showed little consideration for long-standing patients who have built continuity of care with familiar clinicians over an extended period.

Reception staff could've helped more with referral

The clinical care received fell short of expectations, with the patient subsequently requiring emergency department attendance. A local pharmacy provided more helpful and reliable guidance on the matter.

Long waits despite having booked appointments

The practice appears poorly organised with inadequate communication between clinical and administrative staff. Appointment waiting times are lengthy, even for those with scheduled slots. There seems to be confusion regarding initial registration appointments, as patients often need to book additional visits to address their original concerns. Overall, the service feels disjointed and inefficient.

Friendly reception made the visit worthwhile

This practice stands out as an excellent choice in the region, with highly skilled clinicians and a dedicated team.