Manor Brook Pms
117 Brook Lane, Blackheath, London, Greater London, SE3 0ENContact details and opening times
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Reviews
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Review titled Systemic Failure
Rated 3 stars out of 5
by Sylvia's Daughter - Posted on 21 May 2024
Appalling notification of urgent hospital referral. Despite a written referral being actioned by the GP on 7 May 2024 for my 86 year old mother no one from the support staff informed her that the referral needed to be collected. It was only during a telephone conversation with GP on 22 May was she made aware that it was to be collected. Receptionist was unhelpful and blamed the GPs for not notifying them of referrals despite everything being recorded on the IT system. When pointed out there was a systemic failure which needed to be brought to the attention of the Practice Manager I was advised to put it in writing! How rude.
Visited May 2024
Review titled Manor Brook Pms
Replied on 22 May 2024
Hello I am sorry to hear that you have been unhappy with your mother’s experience with the practice and that you have felt the need to write this review. In terms of communication protocol, if the GP plans to write a private referral immediately then they would tell the patient during the consultation that the referral letter will be available for collection the following day. Alternatively if they are not writing the referral immediately then the GP would text the patient when the referral has been written in order to advise the patient that it is available to collect. I am sorry if this communication did not take place with your mother on this occasion and I would like to apologise for any inconvenience and stress caused. Kind regards Dorothea Sanger Practice Manager
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Review titled Great Doctor
Rated 5 stars out of 5
by Jane - Posted on 21 May 2024
I had completed an e -consult and needed some antibiotics. We were on holiday in a remote part of Wales with poor signal and the doctor tried all day on numerous occasions to contact me, leaving three voicemail messages and even phoning me at 7.3Opm ..all which l missed. She then arranged for a doctor the next day to phone me as she wasn't on duty..that Doctor did manage to get through and it was all sorted. So l just wanted to thank her for her amazing care for me and for persevering in trying to contact me....the friends l were staying with on holiday were amazed at the service l received. I also want to thank the very kind and helpful receptionists l spoke to about it all. I feel very fortunate to be at this Surgery
Visited May 2024
Review titled Manor Brook Pms
Replied on 22 May 2024
Hi Jane Thank you for taking the time to write your kind review. I will pass your feedback onto the doctors and reception staff involved. It is good to hear that you got what you needed. Kind regards Dorothea Sanger Practice Manager
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Review titled Bureaucracy
Rated 3 stars out of 5
by harshasubashana@gmail.com - Posted on 22 April 2024
For the last several years my son (currently 8 years old) has been suffering from sleep issues and he is waking up from time to time. He sometimes falls asleep in school. His voice is nasal. Struggling to breathe and waking up in the night. This is really impacting his quality of life and education. Issue no 1: looking at his struggling to breadth video and laryngoscopy, Lewisham Hospital ENT prescribed tonsillectomy. It’s been about a year now, they called for the final assessment about a month ago and said with thing the next 2 to 3 weeks he will be called to book a date for the surgery. When there was no call I called the hospital surgery scheduling department and explained the situation. Then they said he is not an urgent case and if it is urgent, get a letter from the GP. When called the GP they said that there is no such system, and it is the hospital's job to check the urgency: due to this bureaucracy between the hospital and GP my son is suffering Issue no 2. When I wrote to the GP regarding the hospital's request (letter from the GP to change the patient’s status from not urgent to urgent) the GP wrote back to me saying it is not the usual way and it is the hospital’s job to decide that. GP said however to book an appointment to assess his status and write to the hospital. Then I called the GP to book an appointment and the phone operator said they didn’t have any appointments and to call tomorrow to check whether there would be any. Now in this case, as the GP has asked to book an appointment, I wonder why the GP staff can’t make a record of that in their system and book the appointment when the appointments are available. When I asked this, she said, the GP is handling 40000 patients and they don’t have time to do this as they are too busy. I’m a lecturer and we are also equally busy. We also handle a lot of students. So, what is the point of me coming off my class to call the GP every day to see whether there are appointments? Why can’t you have a system (in the 21st century) to line up these pending appointments and release them when they are available?
Visited April 2024
Review titled Manor Brook Pms
Replied on 22 April 2024
Hello I am sorry that you are unhappy with the ENT consultant’s assessment of the urgency of your son’s case. It is correct to say that the normal protocol would be for the GP to refer to the ENT specialist and for the specialist to assess urgency. In this instance it sounds like the GP has responded to your request by offering the opportunity to meet to discuss up-to-date symptoms. And if appropriate the GP would then advise the ENT specialist of the updated symptoms. It would be appropriate and fair that the GP appointment should be booked in line with the usual appointment booking protocol. And the urgency of the tonsillectomy would continue be determined by ENT, giving consideration to their full caseload. Kind regards Dorothea Sanger Practice Manager
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Review titled Today 15.04.24 at 10:20am rude receptionist
by Andreea Pirvu Davila - Posted on 15 April 2024
I called to make several appointments on several health issues that I need to check and the receptionist booked me only one 10 minute appointment on the 29 of April, 14 days from now saying I can’t book a second appointment, and when I explain to her that I have several issues that I need to check, she said that I need for my first appointment to happen and only after that I can book another which it means that for my 5 issues I need to check could take me more than 2 months. When I tried to explain to her that this is so unreasonable as my issues could advance she didn’t give me any solution and said she can’t go into this argument with me and hang up the phone.
Visited April 2024
Review titled Manor Brook Pms
Replied on 15 April 2024
Hi Andreea I am sorry that you were unhappy with our appointment protocol today. We advise patients to book one appointment initially and doctor appointments last for 10 minutes. It may be possible for more than one concern to be addressed in an appointment. It will depend on the time taken and length of discussion. If necessary a further appointment can then be booked. Our aim is to ensure fair access to appointments for all patients. By limiting bookings to one appointment at a time we can better manage demand and serve as many patients as possible. I understand your frustration and once again I am sorry for any inconvenience. Kind regards Dorothea Sanger Practice Manager
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Review titled Usually good - Let down by a receptionist and a GP
Rated 1 star out of 5
by Anonymous - Posted on 09 April 2024
The doctor could not get a repeat prescription correct (despite having a letter clearly laying out requirements), meaning I had to call the reception a few times to correct. One of those times (when it became urgent) the receptionist (untrained) tried to give me medical advice, wouldn't listen to what I needed and proceeded to lie (for her colleagues benefit), saying that I was shouting down the phone. I was not shouting (I can barely shout at the moment), I was pleading with the receptionist to listen to what I needed, to avoid me needing to call again. The receptionist was very uncaring, wouldn't listen and talked over me. Thankfully her colleague took the phone, listened to what I needed and dealt with it straight away. Having a chronic medical condition and needing to regularly call the practice it creates a lot of anxiety< not knowing who you might get and what mood they are in. Thankfully the practice manager is very good and deals with it, but there should be more consistency, compassion and care from the receptionists... who I believe are getting medically trained (not sure this is safe if they lack basic compassion and listening skills).
Visited April 2024
Review titled Manor Brook Pms
Replied on 09 April 2024
Hello I am sorry to read that you were unhappy with your experience at the practice on these occasions. Could I please ask you to call the practice and ask to speak to me? All of our telephones calls are recorded so I would like to listen to the calls, get an understanding of what went wrong and address training needs. Once again, I am sorry that you felt the need to write this negative feedback. Kind regards Dorothea Sanger.
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Review titled Concern with admin/comms but some great doctors
Rated 4 stars out of 5
by Anonymous - Posted on 14 May 2024
I had a helpful phone consult with a Dr who said she would confer with colleagues and then let me know if more blood tests needed. Unbeknownst to me, more bloods were ordered that very day but I was not told. I called the practice next week to follow up and was told nothing on the system but the receptionist told me she would query this with the Dr. I waited another week, still no response so I called again and another receptionist said there was no record of my call and no record of a message being sent to the Dr by her colleague. Next I receive a message from the Dr asking me to call to discuss blood results - for the tests that I didn't know my son needed and had not taken! Finally I am allowed to speak to the Dr directly who apologises and says that I should have received the direction to get blood tests 20 days earlier. It then took 2 weeks to secure a blood test appointment for my son. All told 34 days from when the doctor ordered the blood tests to when my son was actually able to have them. Had there been better communication from the start this should have been sorted in a few days. It is unsurprising that primary care is failing to pick up on early stage cancers if this poor experience is indicative of the dysfunctional communication systems.
Visited March 2024
Review titled Manor Brook Pms
Replied on 14 May 2024
Dear Patient I am sorry to read about the issues that you faced on this occasion with the practice. I would like to have the opportunity to investigate what happened in order to allow us to identify learning needs and process weaknesses. Could I please ask you to contact the practice and provide further details, including your name, in order to allow me to look into this? Kind regards Dorothea Sanger Practice Manager
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Review titled Disappointed today with an unsympathetic receptionist
Rated 5 stars out of 5
by Sara - Posted on 19 January 2024
A very abrupt unhelpful reception staff who I have not come across in the past today. Nearly 5 decades with this surgery from Shooter’s Hill Rd to Manor brook. Excellent GP practice but the standard shouldn’t be allowed to slip by uncaring receptionists. Need better training .
Visited January 2024
Review titled Manor Brook Pms
Replied on 22 January 2024
Hi Sara Thank you for your feedback. I am sorry to read that you had a bad experience with one of our receptionists. Please contact the practice and ask for me, providing details of what happened, along with the date/time and, if this was a telephone call, the number that you called from. This will allow me to investigate and provide training as required. Kind regards Dorothea Sanger Practice Manage
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Review titled Excellent practice
Rated 5 stars out of 5
by Patrick Collins - Posted on 14 August 2023
I have been a patient at Manor Brook for many years, and I feel extremely fortunate to attend such a practice. I recently visited the surgery with a painful ear problem and I was seen and treated on the same morning. As ever, the front desk staff were both helpful and courteous, while the doctor I consulted was sensitive, efficient and utterly professional. My wife and I would like to thank all the staff at Manor Brook for years of truly outstanding care.
Visited August 2023
Review titled Manor Brook Pms
Replied on 15 August 2023
Hi Patrick - Thank you for taking the time to write your review. It is good to hear that you are so happy with the care that you have received over the years. I will pass your feedback on to the staff.
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Review titled Difficult
Rated 1 star out of 5
by Anonymous - Posted on 18 April 2023
They’re very difficult to contact, wait times on calls are very long and appointments are difficult to obtain. I’ve been waiting over a month for a simple referral to a specialist and they haven’t done anything about it so far. They’ve now told me I have to wait a further week before I can speak to the only person who can write the referral letter.
Visited April 2023
Review titled Manor Brook Pms
Replied on 28 June 2023
Thank you for taking the time to share your feedback with us. We appreciate that patients can sometimes feel frustrated when facing difficulty in accessing our services. Unfortunately demand for appointments often outweighs supply, but please be assured that we are doing our best with the resources available to us, and that we are constantly working to improve patient access. As your post is anonymous I am unable to investigate your referral. If this has not been progressed, please contact the surgery directly in order to allow us to investigate this further. Thank you.
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Review titled Excellent service
Rated 5 stars out of 5
by Steven Parker - Posted on 02 February 2023
Needed to see a GP. Went online at 11pm last night, found a 4pm appointment today. Booked it. Was seen within 10mins of the time booked. Friendly and engaged GP with sensible proposed next steps. Very pleased and impressed that things can work like this despite all the current negativity.
Visited February 2023
Review titled Manor Brook Pms
Replied on 28 June 2023
Thank you for your feedback. It is great to hear that you have been happy with the access to our services and also with the care provided.