Manor Farm Cottage

Communication has been very poor throughout, and it’s been difficult to get a manager directly. Emails haven’t been properly answered, and my requests to speak with management have been redirected or ignored. I remained respectful and never used abusive language, but I repeatedly felt ignored, misinformed and unfairly treated as a patient. Raising concerns has sometimes felt discouraged instead of properly addressed. I used to think very highly of this practice and had even left a five-star review before. After my recent experience with Alis, Dr. Kalin and the administration process, I’m deeply disappointed and wouldn’t recommend the practice in its current state. The problems started with a prescription for a full month of medication, 28 tablets. I was given only 14 days’ supply and told the remaining tablets were out of stock but would be provided within a few days at no extra cost. That was written on the packaging, and I have proof. I waited, was told the stock still hadn’t arrived and that I’d be contacted, but no one updated me. When I went back as my medication was nearly finished, I eventually received tablets. Later I found that a new prescription had been created without my knowledge or consent, and I was asked to pay again. Soon after, I received a message warning that I could face NHS penalties if I didn’t pay, even though I’d already paid for the original prescription. I was then told the dosage had changed from 2.5 mg to 5 mg and that I could split the tablets, despite never asking for a change. The medication had first been dispensed through the GP practice dispensary. I was given different explanations when I raised this, with no clear communication or accountability. I was also told by a doctor to provide a repeat urine sample after 4-6 weeks. When I returned within that period, I was told the earlier sample had been disposed of, without a clear explanation. My second urine sample doesn’t appear on the NHS App or in the system, even though I submitted it. Reception manager Alis gave inconsistent explanations about missing records and system issues, saying my information had been “missed due to volume in the system” and asking me to provide another sample. I did so, but there was still no record available. I was also told that a sample had been destroyed, which is concerning given the lack of clear documentation. I had a phone call with Dr. Kalin that I hadn’t requested. I’d clearly asked to speak with a manager about administrative issues, not a doctor. During the call, I was told I could register elsewhere if I wasn’t satisfied. I found that inappropriate, because I was asking for fair and proper administrative handling, not expressing a personal preference.

I went to the surgery on behalf of a relative who is having symptoms of dementia. She’d forgotten her appointment date and time, and I only wanted confirmation of those details, not any personal information. The AI phone system was incredibly confusing for someone vulnerable, and even I got frustrated repeating information several times. The online option says someone will take 24-48 hours to confirm an appointment time. At the surgery, they still couldn’t tell me because I’m not a designated person. They called my relative, but she didn’t answer because she’s currently struggling. So I still don’t know when her appointment is, and she may miss a very important one. Bravo Manor Farm, what a fantastic system for supporting elderly and vulnerable people.

The AI assistant is not fit for purpose. I used to praise this surgery, but since the system was switched on, it hasn’t worked properly on my phone. The call cuts out so I can’t understand what’s being said, and it keeps repeating the same thing. The old email address no longer works, and I can’t get any sense on my phone. I had to borrow another phone to make a request. That worked, but the whole process is cumbersome and limited by what it’s programmed to handle. Even a simple follow-up on an earlier request wasn’t possible. I had to go through everything again and give details I’d already provided, only to be told I’d get a response in two days. Please let patients email about requests they’ve already made. Now I’ll have to go to the surgery just to ask a simple question that could’ve been answered in under a minute. If this isn’t fixed, I’ll look for a new surgery.

This surgery was decent until it switched to AI, and now the assistant is beyond annoying. It asks the same questions over and over, and I don’t want to share medical concerns with AI. Then you’re told it’ll take two working days to hear back, which is downright unacceptable. Talking about a health concern can already be difficult, and dealing with a confusing, frustrating AI makes it worse. I can see the practice failing the community, with people no longer wanting to get in touch and conditions going undiagnosed. I’m moving practices. Poor use of AI, Manor Farm.