Fitznells Manor Surgery

Fitznells Manor Surgery 2019-04-08 Person 1 5 0

The medical staff here are excellent. Sadly, the receptionists are not. Rude, discriminatory, obnoxious don’t even begin to describe them. I waited 15 minutes or so in person to try and book a much needed series of blood tests. I understand that we all need to wait out turn but there was only one patient in front of me. The receptionist blanked me, ignored the tired abs crying baby in my arms and carried on refreshing her computer screen whilst waiting for an email from this patient. When I finally complained, I received no apology and just told they have a first come, first served policy even if the patient in front needs a great deal of time, everyone behind them just have to wait - even if it takes 30 minutes. I was also informed that having a crying baby doesn’t give me preferential treatment. I wasn’t asking for preferential treatment - I just wanted to book my post-natal blood tests. My husband and I left without an appointment and we strapped the children in their car seats. I went back to see if the receptionist had finished with the first patient and she hadn’t. When I complained, I was told by the receptionist that she had seen me waiting but denied I had children with me. Appalling - I didn’t deserve the rudeness and I certainly didn’t deserve to be ignored for so long. But thanks Fitzsnells- the way I was treated made me feel wonderful

Fitznells Manor Surgery 2019-04-05 Person 0 5 0

Do not sign up for this surgery. I have been trying for 2 weeks to book an appointment regarding a chest infection that I am having and can never get one. I have called numerous times at 8:30am on the dot to get an emergency appointment and I keep getting told that they don’t have any. Wish I never signed up for this surgery when I moved house. I would be better off travelling an hour to my old one just to actually be seen!

Fitznells Manor Surgery 2019-03-08 Person 2 5 0

I would like to make a complaint regarding the service received at Fitznell Manor Surgery. I would like to order a repeat prescription. In previous years I have ordered this via Patient Access but when I tried to do this on this occasion I am unable to. I then phoned Fitznell Manor Surgery and was told via automated message that repeat prescription requests could only be accepted between 11:00 and 13:30. I called back during these times and was told that I now needed to come into the surgery to fill in a form to allow me to order a repeat prescription or make an appointment. This is a waste of my time and more importantly the doctors time! I don’t need to see anyone, just order my repeat prescription. I then tried to make an appointment and was told that there were no appointments for today. I asked to make an appointment for next week and was told that there were no appointments available next week either. I would need to call on the day and make an appointment then. I asked for a telephone appointment and was told that there were no appointments available until next week. I think I have been booked in for a telephone appointment but the receptionist did not give me any idea of when this would be before hanging up on me. I asked for the details to enable me to make a complaint as was told that I would need to write a letter to you to complain. I was told that I could not email the practice manager directly but would need to email this generic email address (which then bounced back to me). This seems a ridiculous long-winded way to order a simple repeat prescription. I look forward to hearing from you with your response.

Fitznells Manor Surgery 2019-03-08 Person 2 5 0

The GPs I have seen or spoken to have been excellent. However the practice management seems very poor. It takes a long time for your phone call to be answered - I have experience between 10 and 20 minutes of waiting. The reception staff are usually friendly and helpful, but when they are stressed one or two can become rather brusque, and even hostile, towards patients. The computer systems are clearly failing them frequently which leads to their stress which is then passed on to the patients. The practice building looks very shabby and tired, and so feels intrinsically dirty unfortunately. It is difficult to get an appointment with a GP sooner than one week to ten days in the future.

Fitznells Manor Surgery 2019-03-07 Person 1 5 0

It’s impossible to ring up and get appointments and the staff just don’t care that you might be unwell and are belligerent about the fact you are seeking medical care. They don’t have a wait list for cancellations meaning a number of appointments are probably lost each day.