The Manor House Surgery

Rude doctors made my daughter suffer

I've personally always been treated well, but the manner in which the doctor couple handled my daughter was appalling. The wife belittled her suffering, implying she was exaggerating, with eye-rolling and dismissive comments suggesting her pain couldn't possibly be that severe. They both discontinued medications that had finally provided her relief, plunging her back into misery. Their attitude is that they know everything, completely disregarding her experience. Truly arrogant and wholly unprofessional. In contrast, the nurse practitioners are wonderful and incredibly supportive, just like Dr. Walker and Dr. Elliott were. It's unfortunate they've departed, but that's likely due to the toxic management of the royal doctors who seem to drive away good medical staff, as no physician appears willing to stay long-term.

Quick and smooth morning drop-off

Quick service and efficient personnel while waiting to drop off my friend for her medical visit. The staff was courteous and the process went smoothly.

Friendly staff made my dental visit easy

Dr. Royal and their entire staff, including the front desk personnel, absolutely deserve top marks! We've consistently had a fantastic experience with this medical office and haven't encountered a single problem! 😎👍

Frustrating care with constant medical mishaps

Intermittently truly terrible. While their service can sometimes be satisfactory, my family has repeatedly encountered frustrating and distressing experiences involving mishandled scheduling, inaccurate guidance, medication errors, and appointment cancellations. Their apparent lack of genuine concern for community healthcare is glaring, and they seem far more focused on suppressing and dismissing legitimate grievances.

Unethical manager breached my medical privacy

Highlighting the unacceptable conduct of practice manager Ruth Barker Following an ongoing unresolved conflict with her I discovered this individual positioned outside the medical consultation area, eavesdropping on discussions concerning my personal health matters - both physical and psychological Sensitive private information that I would absolutely never share with anyone else I directly confronted Ruth about this incident today Her professional response was... As practice manager, I have complete autonomy! Clearly demonstrating she values her business management qualification over established practice guidelines Even more troubling Patient data privacy breaches

Rude staff left unhelpful voicemail

Staff are absolutely appalling. My beloved mother passed away in November 2022, and we received a phone call from an employee named Linda in February 2023. A voicemail was left, (video attached) My mother was constantly oscillating between hope regarding appointments, struggling to establish contact with them and consistently being pushed aside and disregarded. (We possess multiple documents showing her appointment dates being altered) Their patient service and compassion are completely nonexistent. Had I discovered this voicemail earlier, I would have taken far more significant action than merely writing a review. I sincerely hope this reaches Linda, and if she remains employed there, her supervisors as well. 'Linda Harding speaking, I have a message from manor house surgery in Normanby instructing me to contact you at this number if I haven't received a phone call or letter by the 15th of February and it is indeed that date, so I'm calling and you're unavailable. I'm unsure what to do next, so I'll leave it with you. Goodbye'

Impossible to book with this clinic

Impossible to schedule a visit. Constantly overbooked and unavailable.

Terrible service and dismissive doctors

Completely repulsive. Every now and then you might encounter a tolerable appointment, but in the vast majority of cases, they display total apathy. They consistently provide inaccurate details, offer morally dubious guidance, and even brazenly dismiss your personal account as incorrect. I am actively exploring alternatives for my primary healthcare provider.

Another rash, another wild goose chase

I contacted the surgery regarding another round of penicillin capsules as advised by my James Cook doctor if the rash hadn't completely cleared. The practice nurse at 5pm confirmed all details were on the computer system, and the medication was working, but another course was needed as recommended. I've had numerous appointments, not just in hospitals, and felt this was wasting both my time and the surgery's resources since the information was readily available. They suggested a telephone appointment and asked me to send a rash photo through a link, which I did, only to be told a face-to-face meeting was necessary. I find this practice nurse unhelpful and didn't want to visit the surgery on a potentially pointless trip. I don't feel I receive adequate care here, with doctors being rare and practice nurses being the norm. Since merging with another surgery, the whole experience seems inefficient, and the other location is inconveniently distant. If all information is on the computer screen and I've already sent a rash photo, why complicate the process of getting a repeat prescription? I've requested the photo be deleted from my medical notes and hope reception will be more careful before asking patients to do such things in future.

Anxious night waiting for blood test results

I went for blood tests in the morning for my consultant to check if my cancer had returned, and by 7 PM, I received a text telling me to contact the doctors the next morning about my recent tests. You can imagine my anxiety throughout the night - I was calling at 8 AM but couldn't get through, so I went to the surgery seeking answers. All I was told was to wait until seeing a doctor, but my anxiety was overwhelming, and I hadn't slept, terrified my cancer might have come back. David and Moria's son's attitude was appalling, so I told him off and said I'd go to the hospital. Next thing, I received a letter four weeks later saying I was barred and needed to find a new practice. When I complained to the head person, they said they'd have a meeting with five partners to decide my fate - and two of those partners were the receptionist's parents. How is that fair? Anyway, I now have a new doctor's practice, and wow, they truly care. The receptionist is lovely, and the doctors and nurses go above and beyond for all patients. Leaving Manor House was the best thing I did - what they put me through was terrible, and I hope the miserable receptionist suffers for a while.

Frustrating prescription policy at first

They refuse to renew my prescription without scheduling a doctor's consultation, which seems unnecessary. This approach squanders National Health Service resources and potentially prevents patients with genuine medical needs from accessing timely appointments. UPDATE: Since my initial complaint, Manor House has significantly improved their service, which deserves recognition.

Viral dismissal led to a&e nightmare

I'm forced to give 1 star, but I'd prefer zero, as this is undoubtedly the most incompetent medical practice imaginable! At 10:50 this morning, my son was dismissed with their go-to excuse of "viral" - no guidance, no advice, no support. By 16:40, he had deteriorated to the point of needing A&E treatment, where genuine medical professionals are now investigating his condition. The negligence is absolutely appalling, and I'm astounded they're still permitted to operate. Their treatment of patients is inexcusable, and I will definitely be submitting a formal complaint at the earliest opportunity. This isn't an isolated incident - my son and partner have endured numerous terrible experiences with this surgery before today!

Waited weeks for a nurse again

No matter how specifically I request a doctor's appointment, I always end up seeing a nurse practitioner... I'm starting to wonder if they actually have any real physicians working at this practice.

Confrontation with Dr Elxxxxx left me unsettled

Upon inquiring about the details of my mother's death certificate from this facility, I was summoned to meet with Dr. Elxxxxx, who immediately launched into hostile accusations regarding my interactions with other care providers. Feeling cornered, I hastily made some excuses and departed to avoid further unwarranted allegations, which seemed to be nothing more than defensive tactics. I recommend Dr. E return to his previous work in juvenile detention!

Negligent care with terminal cancer diagnosis

Where do I begin I'm battling terminal cancer and have received absolutely no proper monitoring They recklessly removed my long-term antidepressants, which led me to have disturbing thoughts about harming my dog and myself... I immediately filed a complaint with the medical board. David Royal should have been completely struck off for such irresponsible actions. I explicitly warned him about the dangers of stopping these medications abruptly, and he dismissively claimed switching medications would be fine - when I should have been gradually tapered off. The plan was to have an implant injected into my abdomen every three months, but I ultimately had to perform the procedure myself due to their complete lack of follow-up care. More recently, I discovered my cancer has metastasized to my liver - a fact the doctor concealed from me for two years... I reported this negligence to the medical board again. During a recent appointment for respiratory issues, the doctor refused to prescribe antibiotics. A week later, my condition worsened - as if the medication would cost them personally. Throughout my experience, I've encountered nothing but systematic negligence. I have zero trust in these healthcare providers. They claim to have a duty of care to patients, but I feel utterly insignificant. The Hippocratic Oath? Absolute nonsense! Their service is pathetic, and the entire system needs a serious overhaul. Years ago, doctors commanded respect. Now, patients must be their own advocates. You must be assertive during appointments - never let them patronize or steamroll you. Enter consultations prepared and confident. The old belief that "doctor knows best" is obsolete. They're not infallible specialists, but practitioners operating on generalized assumptions. Don't hesitate to challenge and interrupt if you feel dismissed. They despise being questioned, believing themselves superior to patients. NEWSFLASH: THEY ARE NOT. Good luck navigating this broken system.

Annette helped me solve my issue

I visited with Annette earlier today, and she was incredibly helpful and personable. Her friendly demeanor made me feel comfortable, and she carefully listened as I explained my concerns, guiding me through my issue with great care and understanding.

Friendly staff and smooth prescription process

My general practitioner and their team are incredibly welcoming and friendly. Scheduling appointments is always a smooth process. The surgery efficiently sends my prescriptions directly to the pharmacy, which then sends me a text notification when my medication is ready for pickup. I feel truly fortunate to have such an excellent medical practice. Ruth

Fifteen calls and zero professionalism

If I could give 0 I would Endured over 15 phone calls just to compile medical records. Their staff claimed they couldn't locate the medical professional, despite being given the name. I had to literally walk them through finding the professional on Google, which took a mere 15 seconds. 15 phone calls to accomplish something so simple. I updated my telephone number multiple times, both in-person and via phone, yet they persistently called a number they knew was disconnected. It seemed like a deliberate attempt to fabricate call-back efforts. Extremely demoralizing when dealing with a genuine and serious medical condition. Dr Royal (the male) refused to let me speak during the appointment, spoke condescendingly to my chaperone, and questioned whether my condition resulted from drug use, despite it being a well-documented genetic condition exacerbated by professional sports in my youth. The consultant at James Cook was offended by the implication of drug misuse, especially when the doctor claimed to be fully informed about my case. When I finally saw the consultant regarding my condition, they confirmed the issue required specialized intervention. I shared my treatment concerns, and the doctor dismissively suggested I contact my local MP to complain, which I did. Upon consulting the MP, I was directed to file a formal complaint, which I completed. The surgery's response ignored approximately 85% of the issues I raised. My sole desire was competent medical care and professional treatment. Disappointing, considering I was told a decade ago this was one of the top surgeries around. JC

Impossible to get a morning appointment

Steer clear of this medical practice - it's impossible to secure an appointment. Their hours start at 8, but by 8:10, all slots are already filled. You'll be forced to contact 111 to resolve scheduling issues, which is completely unacceptable. The service is utterly unprofessional and frustrating.

Saved our son's life after missed symptoms

The medical staff were the sole bright spot in this ordeal. After our 5-month-old underwent surgery and wasn't acting normally, we were initially denied an appointment and told to call back the next day. My fiancée took matters into her own hands and brought him to the hospital, utilizing his open PDU access. Within 10 minutes, he was hooked up to heart monitors, receiving needles and various treatments. They transformed the ward into an ICU for him, informing us he was critically ill. The following day, he was transferred to Newcastle Children's Hospital via emergency vehicles, and we were told he might not have survived if we had waited as the doctors initially suggested. He's now on specialized hospital milk, and we're struggling with the prescription process. The doctors must continuously send the prescription to our pharmacy, as the milk requires special ordering and takes days to obtain. They've now complicated the process, refusing phone or email prescription requests and insisting we physically visit the clinic with a paper request, even for a monthly recurring prescription. When we questioned accessibility for those unable to visit, they suggested sending someone else - a completely unacceptable response that demonstrates a shocking lack of patient consideration.