Mansion House Surgery

Terrible service from unresponsive medical practice

No chance to give zero stars!!! I've been a patient at this medical practice for 4 years, and the quality of service continues to decline. It's unacceptable that I've been waiting more than 48 hours just to schedule a doctor's appointment. I'm thoroughly frustrated with this healthcare provider and their weak justification that "we have numerous patients" - well, that's not the patients' fault. If they can't handle their patient load, why did they choose to accept so many in the first place?

Compassionate doctor helps me improve my health

I recently sought medical attention at Mansion House for some persistent health issues. This was my inaugural visit to the practice since becoming a patient, and I met with Dr Havelock. Throughout the consultation, I had the opportunity to thoroughly address all of my health concerns, and we collaboratively developed a comprehensive strategy that ensured I was completely aware of the upcoming steps. As a result of the compassionate care and clear communication during my appointment and follow-up phone conversations with Dr Havelock, I have experienced a notable enhancement in my overall health condition.

Terrible customer service at this medical center

Their communication is abysmal, leaving the phone line unattended, and it can take up to three days to get a response. Hands down the most terrible surgical procedure imaginable.

Frustrating online appointment system wastes time

The updated system is incredibly frustrating. We've completed digital booking forms for our toddler's appointment. It appears an appointment is scheduled. However, after needing to cancel due to current snowfall, we're forced to restart the entire procedure from scratch, rather than having a straightforward option to simply reschedule.

Terrible healthcare service for elderly patient

The service is utterly appalling! We've made countless attempts to reach out about my elderly mother's critical health condition, but our efforts have been futile! We've been forced to seek expensive private medical care! Your reception staff are discourteous and completely unhelpful, and our attempts to escalate our concerns to the practice manager have been ignored! Despite promises of a doctor's callback, we've received nothing! I've even tried calling your main number without success! My mother lacks internet access, so online booking is impossible, and today's system was down! Get your act together! It's high time you returned to normal operations! COVID is no longer a valid excuse! Every other business has resumed full functionality! In the medical field, you have a responsibility to serve patients! Working in healthcare means accepting professional risks - you can't just opt out when things get challenging, just like soldiers can't refuse deployment!

Terrible healthcare service fails vulnerable patients

Completely unacceptable service from this new system. My elderly mother, who is 86, can't get a timely doctor's appointment until Friday. It's utterly frustrating. My wife has now twice struggled with their online form and was rudely dismissed when she tried to escalate her concerns. The receptionist's dismissive attitude of "go elsewhere if you don't like it" was appalling - I wonder how they'd feel if it was their own aging parent being treated this way. I'm planning to file a complaint with the practice manager, though I have zero confidence anything will change. It's disgraceful that in a supposedly developed nation, our healthcare system operates at such a substandard, third-world level. Absolutely shocking.

Fantastic doctor and smooth service at mansion house

My visit to Mansion House GP Surgery was truly remarkable. Dr Tom Leggett was exceptional, demonstrating both professional expertise and a warm demeanor. From the moment he greeted me at his clinic room's entrance, I felt completely comfortable. His explanation of the medical procedure was clear and accessible, helping me understand exactly what was happening. At the conclusion of our consultation, I felt thoroughly reassured and received appropriate referrals. While I initially experienced some challenges contacting the surgery by phone, using the online triage form quickly resolved this issue. The self-check-in process was seamless, and my waiting time was minimal upon arrival. Overall, a highly positive healthcare experience.

Exceptional care from amazing medical team

Every member of the team, from the front desk staff to the nurses and physicians, has been exceptionally courteous, supportive, and delightful. My sincere appreciation goes out to all of them.

Exceptional service from caring medical professionals

During my limited interactions with the surgery, Mansion House has consistently provided outstanding assistance. On this occasion, I needed to reach out, and the receptionist fully addressed my issue. The staff member was incredibly supportive, and their coordination with the pharmacy was equally impressive.

Compassionate care that exceeded all my expectations

I consulted with the nurse practitioner, who was exceptional, alleviating my concerns and making me feel fully supported in addressing my health issues. Initially, I was apprehensive about scheduling an appointment, but the kind receptionist was attentive and worked to meet my specific requirements. Much appreciation.

Tragic failure of care led to my fathers death

The service provided was utterly unacceptable and deeply distressing. Regarding my late father RALPH MORETON (born 7/2/28), the care manager at Joules Court repeatedly requested a doctor's visit on 20/4/21 and 21/4/21, yet only nurses were dispatched. My father's urinary tract infection rapidly worsened, leading to his hospitalization and eventual death, which I attribute directly to their negligence. The nurses were hesitant to send him to the hospital, forcing the care manager to call an ambulance. In the early hours of 22/4/21, I received a harrowing hospital call urging me to arrive immediately, despite living over 100 miles away. The hospital staff's treatment was harsh, criticizing the delay in admission: "Do you understand how critically ill your father is? He should have been hospitalized much earlier." I am convinced that had a doctor visited as requested, my father might still be alive. The complete failure of their duty of care has robbed me of my dad, leaving me with unbearable grief and unanswered questions.

Online service saves time and reduces stress

Navigating phone lines can be challenging, and front desk interactions aren't always warm, but the online platform has been a game-changer for me. For minor health concerns where I didn't want to take up a valuable consultation slot, the web forms have been incredibly convenient. Every time I've submitted an online request, I've received prompt responses with helpful advice or resolution. I appreciate the opportunity for patients to use this digital communication method. Additionally, I've recently experienced some medical complications that were expertly managed by two physicians. They've been comprehensive in their approach, arranging X-rays, an electrocardiogram, blood work, and even a specialist referral. The level of care and attention to detail has been impressive!

Terrible customer service at this medical practice

Impossible to contact this place by phone. If you visit in person, they refuse to schedule an appointment, insisting you must call, but no one ever picks up. When you request to speak with the practice manager, they tell you to phone, which is futile. The receptionist has no discretion and loudly discusses your personal medical issues in the crowded waiting area. ABSOLUTELY UNACCEPTABLE. COMPLETELY UNPROFESSIONAL.

Frustrating phone experience with medical practice booking

I'm desperately trying to schedule an urgent cervical screening, but I can't seem to get through on the phone line - it's been constantly busy for days, including the entire afternoon today. I'm wondering if I should just go directly to the reception desk, even though during my last visit I was specifically instructed to book by telephone. Can anyone help me understand the best way to make this appointment?

Terrible service avoid at all costs

Attempting to contact or schedule an appointment with this service is completely futile. Save yourself the hassle and just call 111 instead.

Desperate elderly patient failed by broken healthcare system

I spent hours waiting by the phone from morning till early afternoon, unable to connect. After visiting the clinic, I was informed by the receptionist that all appointments were fully booked. When I emphasized my need to consult a physician, I was simply directed to call 111. Feeling overwhelmed, I broke down at the local pharmacy. At 75 years old, I'm caring for my 85-year-old husband who has Alzheimer's, and I desperately wanted medical advice about a swelling and ongoing health concern. I'm completely distraught. So much for their advertisement claiming "see a doctor if you're worried" - I couldn't even reach a receptionist. The chemist suggested I go to a walk-in centre, which is miles away, but I can't leave my husband alone and I don't drive. It's a terrifying healthcare system. The COVID pandemic has resulted in people with urgent medical needs being completely neglected.

Exceptional care and compassion at mansion house surgery

I want to express my heartfelt gratitude to the entire team at the surgery today. During my face-to-face appointment for a dressing change following my hip surgery, the staff were exceptional. The nurse I saw was incredibly thorough, dedicating ample time to ensure my well-being, both physically and emotionally, after the procedure. She was particularly attentive, checking that I was coping adequately at home with my dressing and eating requirements. I cannot emphasize enough how much you all helped calm my nerves; I was quite apprehensive about the visit, having strictly self-isolated since my surgery to guarantee optimal recovery. The arrival process was impeccably organized - temperature checks, hand sanitization stations were readily available, and clear, touchless pathways guided me directly to my destination. Mansion House, you truly surpassed all my expectations.

Frustrating customer service with unhelpful support

Unable to connect via telephone, and on the rare occasion you do, the guidance provided is inaccurate and unhelpful.

Confusing and frustrating flu vaccine eligibility process

I'm perplexed by the treatment my 64-year-old friend received when she called the flu vaccination hotline. A staff member informed her that she doesn't qualify for the vaccine, which contradicts my understanding that everyone over 50 was supposed to be eligible this season. Adding to my confusion, their website clearly shows four vaccination dates in November specifically for individuals under 65 years old.

Terrible medical care led to self-removal of stitches

Attempted to contact the medical practice more than 50 times within seven days, yet received no response. Forced to self-remove my surgical stitches due to lack of communication, and consequently, I will be transferring my medical care to a different practice.