Mansion House Surgery

Patient Experience Summary

Feedback reflects a mixed experience across appointment access, communication, and clinical care. Patients consistently report significant difficulty reaching the practice by telephone, with many describing engaged lines, long wait times, and unresponsive booking systems that create substantial barriers to accessing appointments. The digital triage system receives mixed responses, with some finding it efficient and others experiencing delays or technical issues. Reception experience varies considerably, with some patients praising courteous and supportive staff while others describe dismissive attitudes and poor handling of sensitive information in public areas.

When patients do access clinical consultations, many report thorough and compassionate care from medical professionals, with particular praise for attentive listening, clear explanations, and comprehensive treatment approaches. Several patients highlight positive experiences with specific aspects of service delivery, including prompt responses to urgent requests, efficient prescription handling, and well-organised appointment processes. The practice's use of online platforms and digital systems is appreciated by those who can access them effectively.

However, systemic challenges persist around medication management, with reports of delays and administrative errors affecting continuity of care. Some patients express concern about the triage process creating barriers rather than facilitating appropriate access, particularly for vulnerable or elderly patients. The overall picture suggests capable clinical staff operating within a service experiencing significant capacity pressures, with inconsistent reception experiences and ongoing difficulties with telephone accessibility and appointment booking.