The Manor Practice 2024-01-25 Person 1 5 0

For several months now the telephone system is not working properly. Every patient has to wait over an hour on the telephone to get to speak to a receptionist. Last Friday the 19th January 2024 I was caller number seven at 1.35pm. At 2.30pm I was still in the queue and was caller number three. I decided to go round there. I saw only two receptionists both speaking on the telephone. There were several patients waiting a long time in the queue. Whilst I was there a woman starting screaming at the receptionist and the Practice Manager had to come out and speak to her. I told the receptionist they need more staff as I had been waiting over an hour on the telephone and still not yet spoken to a receptionist about my health problem. The receptionist just said they are very busy and you just have to wait. Last Tiesday a woman from NHS England telephoned the Manor Practice Surgery on my behalf and was kept waiting over an hour and now she will complain to the CQC. There are obviously too many patients for the Manor Practice Surgery to deal with yet they have a sign up saying new patients are welcome. They clearly cannot cope with the number of patients they have at the moment. The Manor Practice Surgery needs a minimum of two additional receptionists and two more Doctors. They need a better telephone system than they have at the moment.

The staff need to be better trained. Some of them cannot even spell properly and do not know the word incontinence. They also need to speak better English because not only can they not understand the patient sometimes the patient cannot understand what the receptionist is saying. Basically the Manor Practice Surgery is similar to "Fawlty Towers" but joking apart it is a disgrace that patients cannot get through to speak even to a receptionist let alone a Doctor. More receptionists and Doctors are needed. More appointments need to be made available. If patients cannot get to see a Doctor they end up going to A and E at Whipps Cross Hospital which could mean over twelve hours waiting there to see a Doctor but something must be done to improve the situation before people start dying unnecessarily.