King George & Manor House Surgeries
King George Surgery(Main), 135 High Street, Stevenage, SG1 3HTContact details and opening times
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Reviews
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Review titled Poor practice with poor systems
Rated 1 star out of 5
by Tom Atherton - Posted on 15 September 2024
Following the instructions on King George Surgery's website to try to get an appointment I recieved an automated reply saying they would be in contact by the end of the following day. 6 days later I have never recieved any contact. Luckily I was able to get a private appointment through my work. Gave the same information as King George surgery reqested on their form and was urgently prescribed antibiotics. I am not sure if King George Surgery's system for getting an appointment is broken, or if they just are not interested in trying to help patients, but I would not recommend this surgery to anyone and would highly recommend using a service such as NHS 111 for anything you are not sure about as they cannot be trusted to triage and get you help.
Visited September 2024
Review titled King George & Manor House Surgeries
Replied on 17 September 2024
Dear Mr Atherton, many thanks for your comments. We can see you sent in an e-consult on the 10/09/24 at 16:54 and due to the time the e-consult was received, this was dealt with on the 11/09/24 at 11:30 by one of our doctors who sent you a text message asking for you to book an appointment with us due to requiring more information from you. We can see from your records that, unfortunately, we had a different mobile phone number listed than the one we had detailed on the e-consult document. Whilst we try our best to check all documents we receive; we do also require patients to let us know if their any of their contact details change. We are pleased you were seen privately and do hope you are feeling better. 111 is an amazing service and we wholeheartedly agree with you that more patients should utilise this service. We are looking into a new triage model at present, where we hope the process will be speedier and more user-friendly for our patients. We always endeavour to do our best, but human error does happen. Please be assured we do care, and you are of course at liberty to register with an alternative surgery should you feel they can give you a better level of service. Kind regards King George & Manor House Surgeries
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Review titled Bad attitude receptionist
Rated 2 stars out of 5
by Petra - Posted on 07 August 2024
First of all, you are recomending to people to book themselves online, but you cant go through the system to book an apoitments. Secondly, how awful this sounds, that first message you hear on call is, that all the bookings for august are full up (today is 7th) However I spend around 1h on hold to speak to the receptionist anyway, and she wasn’t very nice to talk to after 1 hour waiting. You have sign in the building to be nice on your stuff, but your stuff is behaving not right way. The conection was so poor, and I asked multiple time to repeat as I couldn't hear what she said and then she showed the attitude like she is really bother to answer again. At the end, I doctor called me saying, she cant book me, but receptionist will give me a call to book me in, and she never did. After this experience, I will search for another GP, with better treatment. Thanks
Visited August 2024
Review titled King George & Manor House Surgeries
Replied on 16 August 2024
Dear Petra, Thank you for your feedback. We are sorry that you had need to complain and we will do our best to address each of the issues you have raised, although we would need more information such as a surname, date of birth or telephone number to look at this in detail. You can enter these using the patient feedback e-mail on our website. With regards to the issues you have raised here, we do have a limited number of online bookable appointments available but these are dependent on the sort of issue you have. We are hoping to expand the availability in the future. The message on the telephony system was to advise patients that Routine appointments were fully booked for August and that if patients needed a Routine appointment, that we would now be booking into September. This was for information so that patients had realistic expectations when booking their routine appointments. Regarding the quality of your call, our telephony system is two years old and is a high quality VOIP digital system. It may have been that your reception was poor when you called. Unfortunately this is outside of our control. With regard to the GP who called you, please contact our patient feedback email on the website where you can securely give more detail and we can then endeavour to resolve the issue. We understand your frustration but would appreciate the opportunity to find a satisfactory solution.
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Review titled Outstanding Service
Rated 5 stars out of 5
by Mr Skinner - Posted on 04 September 2024
During a visit with a nurse, I became very unwell, they called for assistance from one of the GPs. Between them, they suspected that I was having a heart attack. They promptly called for an Ambulance which arrived quickly and they ensured I was comfortable during that time. They also compiled all the relevant documentation and made sure it was ready to hand to the Ambulance so we could get to the Hospital with the minimum delay. I can not praise enough the Doctor and Nurse for the professionalism and kindness they gave me.
Visited August 2024
Review titled King George & Manor House Surgeries
Replied on 10 September 2024
Dear Mr Skinner, Firstly we do hope that you are feeling much better since your recent visit. Thank you so much for this kind and lovely feedback. On occasion we do have to call for ambulance support and we are pleased that the team pulled together as the caring professionals that they are. We will pass on your kind comments to the nurse and doctor concerned. Wishing you the very best King George Surgery
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Review titled Great care and fast plan and treatment
Rated 5 stars out of 5
by Louise Flynn - Posted on 16 July 2024
Need an xray and sick note and advice. Very prompt.professional by all from reception to gp call.was on phone at 1530 and had xray done at 1630 .excellent care and attention.
Visited July 2024
Review titled King George & Manor House Surgeries
Replied on 17 July 2024
Many thanks for this review Louise. We do endeavour to provide the very best service we can for our patients and it is always good to hear that things have gone well. I will pass on your review to the staff concerned. Thanks again for taking the trouble to review. Practice Manager King George Surgery
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Review titled Worst gp surgery in my experience
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2024
Not long moved here, I have to be in contact and have regular appointments due to my conditions, you can never see a doctor face to face. Your left in a queue for hour and half to then be told there no appointments ring back again the next day and you get the same response which is terrible for a patient who is feeling ill. The morning receptionist has a bad attitude and no empathy over the phone I got told to hurry up by her because she's busy. I then complained to the surgery about her and there response was just as bad they told me her words could of been used better but she wasn't rude. How can you tell me she wasn't rude as a patient who rang up with tonsillitus, I could barely speak and she's telling me to hurry up!!!!. I'm from London I've never experienced such awful medical care and I've only been registered with them for two months.
Visited June 2024
Review titled King George & Manor House Surgeries
Replied on 20 June 2024
Dear patient, Thank you for this feedback, I am the practice manager who responded to your complaint via our feedback email. We apologise that you have had a poor experience with the surgery. We are aware that demand outstrips supply and this can lead to a long wait on the telephone. We apologise for this. With regard to your specific complaint about rude receptionists, we have a team of reception staff here. When you interacted with our staff you were immediately offered a face to face appointment on the same day at an affiliated surgery 3 miles away. The receptionist advised that she had to book this quickly or it would be taken by someone else. This is where the perception of rudeness came from. We will review this and try to use this as a learning experience to improve in future. You stated that you did not receive the text to confirm the appointment location, therefore you failed to attend. We will look into this to see what has happened and again attempt to improve. We certainly apologise and advise that complaints can be made through the surgery feedback email which you have already done. Yours sincerely Geoff Bartram Practice Manager
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Review titled Just when I thought the service couldn't get worse...
Rated 1 star out of 5
by Anonymous - Posted on 03 April 2024
It's always a pretty dismal thought - having to call the GP. But today, they outdid themselves. I spent 1 hour and 40 minutes on hold to then be told that no appointments could be booked because 'they hadn't done their rotas'. I fully expect to be told there are no appointments, but to be told they just hadn't got round to sorting out who was working and could deliver an appointment is really the icing on the cake. Oh, and how about adding that to your recorded message that I have to sit and listen to, which would have then alerted me to the fact that my torturous wait on hold this morning was going to be a complete waste of time. No, I guess that's also a little too difficult to manage. What a pathetic joke this surgery has become.
Visited April 2024
Review titled King George & Manor House Surgeries
Replied on 03 April 2024
Thank you for your feedback. I am sorry that you had a long wait on the telephone. Our telephony system does in fact tell callers that there are no appointments available for that day, this option was actioned at 8.55 this morning. As you are calling after a 4 day bank holiday weekend, appointments have been booked up ahead of time well in advance and we are currently finalising May rotas which will enable booking up to 8 weeks ahead of time. Whilst appreciating your frustration, anonymous online abusive messages do little to motivate a positive change in an already demanding service. Please email the surgery direct should you wish to address any specific issues in future.
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Review titled Abysmal service
Rated 1 star out of 5
by Isla MacDonald - Posted on 29 February 2024
Received my blood test results Two weeks ago via NHS App, having to wait Five weeks to speak to a doctor to obtain diagnosis and treatment. Disgusting.
Visited February 2024
Review titled King George & Manor House Surgeries
Replied on 01 March 2024
Dear Miss MacDonald, Thank you for your feedback. I am sorry that you feel this service is not up to your expectations. You were advised that you should book a non urgent appointment the day after your test results were received. I should point out that you then telephoned for an appointment 8 days after you were advised to book it, adding a further week into the timeline. The appointment you have was in fact, 3 and a half weeks after your call to book. For non urgent appointments 4-5 weeks is considered clinically appropriate. We always endeavour to fulfil patient needs as quickly and efficiently as possible, however availability of appointments is I'm afraid, a reflection of demand. You are of course at liberty to register with an alternate provider should you feel they can give you a better service. yours sincerely Geoff Bartram Practice Manager
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Review titled Good Practice
Rated 4 stars out of 5
by Anonymous - Posted on 15 June 2023
Very poor service by the people at the reception. I received a text message "The result of your recent test has been received' A further test is advised - please collect a form from the surgery at your convenience". I went to the surgery and am told you do not need to collect any form. You have to make an appoint for another blood test. I wasted my working time. How difficult is it to send a correct message. Further, this lady was looking at me as though I am stupid to turn up at the surgery. Please have some respect for the people who use your services.
Visited June 2023
Review titled King George & Manor House Surgeries
Replied on 31 August 2023
Thank you for leaving us your feedback. We have addressed this issue, forms are no longer required for blood tests - unfortunately you were sent an old preset message. We do apologise for any inconvenience.
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Review titled Excellent experience with new GP
Rated 4 stars out of 5
by Laura Hielscher - Posted on 26 May 2023
I saw a GP today who I think may be newer to the practice but was absolutely excellent. I tend to avoid using GP services where possible due to some negative experiences in the past but my experience today was very different. The GP had an incredibly warm, patient and kind manner. They were very thorough but efficient in their assessment and also sent a notification through to my phone clarifying follow up instructions which I thought was great practice as it’s easy to leave the surgery and forget the exact details re next steps. Throughout my assessment with the GP I felt listened to and that they were genuinely invested in helping to resolve my problem. I’m sure it’s very challenging to juggle the numerous demands and challenges on GPs whilst also not allowing appointments to feel rushed etc but this GP did an exceptional job and was lovely, whilst being efficient. My appointment must have only lasted a couple of minutes but I feel as if I got everything I need from it, and couldn’t have asked for anything more. I wanted to leave this review to highlight the difference that one’s interpersonal and professional clinical skills can really make in terms of the patient experience. The GP is saw today is an asset to the practice.
Visited May 2023
Review titled King George & Manor House Surgeries
Replied on 31 August 2023
Thank you so very much for leaving us your feedback, it is very much appreciated. We are very proud of our team who are all dedicated to assist and help our patients wherever we can, despite increasing demand. Thank you again.
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Review titled Above and beyond
Rated 5 stars out of 5
by John atkins - Posted on 26 January 2024
I can’t thank the nurses and drs involved in my case enough… they all went beyond their call of duty to administer care… 1 nurse in particular ( she knows who she is ).. showed more care and compassion than I’ve ever known… thank you all.. u literally have saved my life!!!… bless all of you
Visited May 2023
Review titled King George & Manor House Surgeries
Replied on 31 January 2024
Dear John, Many thanks for this terrific review, it is great to know that the team are appreciated. I will pass on your comments to the staff, I suspect the nurse you mention will know it is them you refer to and may I wish you well for the future. Geoff Bartram Practice Manager