Nuffield Health, The Manor Hospital, Oxford
Beech Road, Headington, Oxford, Oxfordshire, OX3 7RPContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Complete lack of aftercare following hip surgery
Rated 1 star out of 5
by Peter Hammond - Posted on 19 March 2024
Firstly getting someone to answer phone would help and return calls when message left . My wife has phoned endless times and has lost all confidence in this hospital . Great surgeon after that it all falls apart Really recommend you do not use this hospital unless you can self diagnosis after care, read your own blood tests, once yo manage to get a copy and that’s not easy.. Be warned
Visited Don't know on March 2024
Review titled Nuffield Health, The Manor Hospital, Oxford
Replied on 05 April 2024
Dear Mr Hammond, Thank you for this feedback and our apologies for any element of your care at our hospital which was not to the high standard we expect for our patients. If you have any outstanding concerns, our full complaints and feedback procedure can be found here: https://bit.ly/3CD8eqt In the meantime, thank you again for taking the time to share your patient experience. With regards, The Nuffield Health Oxford, The Manor Hospital, Senior Management Team
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Review titled Far from impressed
Rated 1 star out of 5
by Anonymous - Posted on 11 October 2023
I had an MRI scan booked for a weekend. I arrived at an empty hospital having been given no details of where to go. I was then told nobody was doing scans that day. Luckily a kind staff member managed to work out where I needed to go and I did indeed get the scan. I was told the results would be sent in 2/3 weeks which I thought was a particularly long time for private treatment. It is now coming up to six weeks and I have heard nothing. I’ve tried calling but I never get an answer. I don’t have private medical insurance so have had to pay nearly £600 out of my own pocket which has turned out to be for a substandard service. I should not still be waiting and having to chase my own results.
Visited September 2023
Review titled Nuffield Health, The Manor Hospital, Oxford
Replied on 12 October 2023
Dear Patient, Thank you for taking the time to provide this feedback and our sincere apologies for the delays experienced. Please can you confirm your patient details via: Customer.Relations@nuffieldhealth.com and we'll investigate this further. In the meantime, thank you for taking the time to share this feedback and our apologies once again for the delays experienced. With regards, The Nuffield Health Oxford, the Manor Hospital Senior Management Team
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Review titled No email response
Rated 1 star out of 5
by Anonymous - Posted on 11 September 2023
I've trying to obtain a copy of my consultation notes, plus book another appointment, but nobody is answering emails or the booking enquiry system.
Visited August 2023
Review titled Nuffield Health, The Manor Hospital, Oxford
Replied on 05 October 2023
Dear Patient, Thank you for this feedback and apologies for the delays experienced. If any requests remains outstanding, please could you forward any correspondence sent to: Customer.Relations@nuffieldhealth.com and the team will expedite a response. With regards, Ben Nuffield Health Customer Relations Team
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Review titled Terrible customer service
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2023
It is impossible to get through to reception at this hospital. We received a parking fine when seeing a consultant as the receptionist did not inform us the car had to be registered. Neither were there obvious signs at the car park nor at the outpatient reception used in the evening. Totally appalling.
Visited April 2023
Review titled Nuffield Health, The Manor Hospital, Oxford
Replied on 17 May 2023
Dear Patient, Thank you for taking the time to provide this feedback and apologies for any error, on our part. If this issue is yet to be resolved, would it be possible to confirm your patient detail and your visit dates via: Customer.Relations@nuffieldhealth.com we'll then investigate this matter further, on your behalf. With regards, The Nuffield Health Oxford, the Manor Hospital Senior Management Team
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Review titled Still no improvement at The Manor
Rated 1 star out of 5
by Anonymous - Posted on 10 January 2023
All the telephony issues reported here by reviewers persist. Completely impossible to get through or receive a call back On any numbers including the one they recommend below. Thus booking appointments after your GP refers you is impossible. Your only chance is to turn up on spec with your referral letter and wait to be seen for your scan but the trouble then is that their admin issues mean you don’t get the results back. Oxford GPs need to stop referring patients to this hospital. It’s been going on for months.
Visited January 2023
Nuffield Health, The Manor Hospital, Oxford has not yet replied.
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Review titled Impossible to get anyone from receptions to answer phone
Rated 2 stars out of 5
by Anonymous - Posted on 06 December 2022
I have tried to contact the reception and outpatients department almost 10 times at below numbers and its impossible to get hold of anyone . If its not possible to get hold of someone over the phone , please get rid of the number from your website . here are the numbers i called if anyone cares at all . 018653077777 (option 2, option 1) - called around 5 times during afternoon and always get automated response saying we are busy and disconnects 01865307630 - 01865986766 - This is listed as reception and general inquiry in your website . If you cant get some one to answer on this number which number do we call ? I look forward to your response with a number that I can talk to a human being please .
Visited December 2022
Review titled Nuffield Health, The Manor Hospital, Oxford
Replied on 23 December 2022
Dear Patient, Firstly, our sincere apologies for the issues you have experienced contacting our team. Our primary contact number is 01865 980378, we would recommend all patients use this, if experiencing delays contacting one of our departments. Thank you for highlighting this poor patient experience and apologies again for the delays you encountered. With regards, The Nuffield Health Oxford the Manor Hospital Senior Management Team
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Review titled No response to telephone queries
Rated 2 stars out of 5
by Shelley - Posted on 13 December 2022
I tried phoning numerous times to make a private appointment for a mammogram at the Oxford Manor Hospital, but no one ever picked up the phone. A voice message tells you that you can leave a message, which I did, explaining that I was interested in booking an appointment, leaving my name, my telephone number, and speaking very clearly. After a week, no one phoned back, so I phoned again. That was about 5 weeks ago, and there has still been no response. I booked my mammogram appointment at a different private clinic, as the Manor either aren't interested in providing this service or have no staff that actually respond to telephone messages or pick up telephones. It was an incredibly frustrating and disappointing experience.
Visited November 2022
Review titled Nuffield Health, The Manor Hospital, Oxford
Replied on 23 December 2022
Dear Shelley, Thank you for sharing this experience and our apologies for the delays you experienced contacting the team. We are working on improving our response times and we would like to thank you for providing this detail, with regards to the challenges you recently experienced. This has been shared with our process improvement colleagues, to assist them with this project. If you do have any outstanding queries, you can contact our Customer Relations team via: Customer.Relations@nuffieldhealth.com In the meantime, thank you again for this feedback and our final apologies for this poor patient experience. With regards, The Nuffield Health Oxford the Manor Hospital Senior Management Team
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Review titled Impossible to contact by Phone
Rated 2 stars out of 5
by Norman Gee - Posted on 18 November 2022
I've been trying for the last couple of weeks to book a pre-op assessment for hip surgery in early December. Of 15 calls to the bookings number, only one has been answered - and in that case the person I needed was busy and would call back "within 20 minutes". No call back. On one occasion I waited for 7 minutes on the Manor main switchboard before giving up when it remained unanswered. Most annoying is the welcome message on the bookings line, which implies that the phone will be answered. I can sympathise with temporary staff shortage due to illness. However, I can't understand why managers don't in that case adapt procedures, for example changing the welcome message to say "sorry, we can't answer your call today". Nor do I understand why patients are forced to use this mechanism to book essential appointments when managers know it doesn't work. It's completely unreasonable to expect patients to waste hours of their time and incur phone charges on calls which managers know will never be answered.
Visited November 2022
Review titled Nuffield Health, The Manor Hospital, Oxford
Replied on 24 November 2022
Dear Norman, Thank you for taking the time to provide this feedback and our apologies for the difficulties you have experienced contacting us. We are aware of the difficulties some of our patients are having contacting us and we are working on a solution that will decrease waiting times and improve the patient booking and pre-operative telephony experience. In the meantime, we would like to thank you for sharing this experience on the NHS platform. With regards, The Nuffield Health Oxford, The Manor Hospital Senior Management Team
Information supplied by Nuffield Health