"Once I came in at 8am to book a gp appt as my daughter was unwell with chest pains as it was difficult I tried all week on the phone, when I got in I was the first in the queue with 1 pt being served but both reception staff were talking to 1 pt and helping that 1 patient. I waited and waited and not even 1 of them acknowledged me or called me over, when they did it was 8:07am, I said id like to book an appt and they told me all the appts were gone, however I could hear that the back office were on the phone booking appts. I didn't make a fuss and left it.
I went in another time again the Reception staff were serving 1 pt together and not acknowledging the others waiting in the queue.
The last time I went I tried to arrive myself on the screen but it wouldn't let me, so I went to reception and stood there and watched as 1 reception staff was looking for a prescription fr a pt and it took her atleast 10 mins by that time the line was to the door and we could all see staff sitting in the admin area, not 1 staff came out to help any of us and that reception staff did not even go and ask if any one else would come out as the line was so long. Any customer service professional would know to ask for help if the line is getting longer. This is always an issue at Manor Medical. Anyway eventually the pt in front of me left so I came to the desk and the reception staff was looking at her screen, I started to say the screens not working to which she very rudely shushed me with a finger to her lips, and looked at the screen. The pts behind me also looked in disbelief, considering we had all been standing there awhile and then to be treated with disrespect. Anyway I stopped talking when she shushed me, she could have just politely asked me to wait a moment. Anyway she eventually looked up at me and prompted me to talk.
This is the worse customer service in all my years of being at this surgery. The reception staff need to have some respect and manners for the patients. There were some nice staff but seems they have left. If this carries on I will be making a formal complaint to NHS England as this is not the way to be treated."
–Anonymous, 28th February 2019
I went in another time again the Reception staff were serving 1 pt together and not acknowledging the others waiting in the queue.
The last time I went I tried to arrive myself on the screen but it wouldn't let me, so I went to reception and stood there and watched as 1 reception staff was looking for a prescription fr a pt and it took her atleast 10 mins by that time the line was to the door and we could all see staff sitting in the admin area, not 1 staff came out to help any of us and that reception staff did not even go and ask if any one else would come out as the line was so long. Any customer service professional would know to ask for help if the line is getting longer. This is always an issue at Manor Medical. Anyway eventually the pt in front of me left so I came to the desk and the reception staff was looking at her screen, I started to say the screens not working to which she very rudely shushed me with a finger to her lips, and looked at the screen. The pts behind me also looked in disbelief, considering we had all been standing there awhile and then to be treated with disrespect. Anyway I stopped talking when she shushed me, she could have just politely asked me to wait a moment. Anyway she eventually looked up at me and prompted me to talk.
This is the worse customer service in all my years of being at this surgery. The reception staff need to have some respect and manners for the patients. There were some nice staff but seems they have left. If this carries on I will be making a formal complaint to NHS England as this is not the way to be treated."
–Anonymous, 28th February 2019
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