Douglas Grove Surgery
Poor! (43 reviews)
Poor! (43 reviews)
Feedback reveals significant challenges with appointment access and booking experience. Patients consistently report difficulty reaching the practice by phone, with extended waiting times and frequent disconnections. When contact is achieved, appointment availability is severely limited, forcing many to seek care elsewhere or attend accident and emergency departments. Long hold times, restricted booking windows, and system malfunctions compound these access barriers.
Reception experience presents a mixed picture. While some patients praise welcoming and professional staff, others describe dismissive and discourteous interactions, particularly during peak periods. Communication responsiveness is a concern, with delayed callbacks and unfulfilled promises to contact patients. Prescription processing failures and incomplete care coordination have created serious consequences for patients managing chronic conditions.
Positive feedback highlights professional nursing care, courteous interactions when appointments are secured, and a clean environment. However, these strengths are substantially overshadowed by widespread frustration with the fundamental ability to access timely appointments and reach the practice reliably. The combination of booking system limitations, insufficient staffing, and inconsistent reception courtesy has eroded confidence in the service for many patients.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Feedback reveals significant challenges with appointment access and booking experience. Patients consistently report difficulty reaching the practice by phone, with extended waiting times and frequent disconnections. When contact is achieved, appointment availability is severely limited, forcing many to seek care elsewhere or attend accident and emergency departments. Long hold times, restricted booking windows, and system malfunctions compound these access barriers.
Reception experience presents a mixed picture. While some patients praise welcoming and professional staff, others describe dismissive and discourteous interactions, particularly during peak periods. Communication responsiveness is a concern, with delayed callbacks and unfulfilled promises to contact patients. Prescription processing failures and incomplete care coordination have created serious consequences for patients managing chronic conditions.
Positive feedback highlights professional nursing care, courteous interactions when appointments are secured, and a clean environment. However, these strengths are substantially overshadowed by widespread frustration with the fundamental ability to access timely appointments and reach the practice reliably. The combination of booking system limitations, insufficient staffing, and inconsistent reception courtesy has eroded confidence in the service for many patients.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Sally S.
8 years ago
Bad!
Frustrating healthcare experience with zero compassion
I spent nearly three-quarters of an hour navigating their system this morning, ultimately discovering that no consultation slots were available. Living with persistent tennis elbow has severely limited my right arm's functionality. The front desk staff's sole suggestion was to provide telephone guidance. Upon expressing my frustration, they abruptly terminated the call. The level of unprofessionalism and lack of responsibility from this healthcare provider is absolutely unacceptable.
Vanessa J.
9 years ago
Bad!
Disappointing and frustrating customer experience
Extremely disappointing customer service experience
Clare F.
11 years ago
Bad!
Frustrating healthcare access at douglas grove surgery
I feel compelled to share my frustrating experience with this medical practice. On two separate occasions, I've been unable to secure a timely appointment when calling just after the surgery opens. Previously, I suffered from a serious eye infection that ultimately forced me to seek emergency treatment at A&E because Douglas Grove refused to provide an urgent consultation. Now, I'm facing a similar situation with a foot injury that's severely impacting my mobility, and I simply need a referral for an X-ray. Once again, I've been completely disregarded. It seems I'll be heading to A&E yet again. A sarcastic thanks to Douglas Grove for their apparent lack of patient care.