Grafton Square Surgery

Friendly reception team made appointment easy

Wonderful practice! The clinical staff and reception team were all extremely friendly and welcoming. My daughter recently had a lovely appointment where the clinician really went above and beyond to make the experience enjoyable and straightforward for her. Thank you!!

Reception staff gatekeeping access to appropriate care

I was unable to leave a rating higher than 1 star. I seldom write reviews as I recognise that most professionals across all sectors do their best within their constraints. However, my experience here has been notably different. I work in healthcare with more than two decades of experience across various NHS settings. While I am aware of the pressures the NHS faces, what I have encountered at this practice extends well beyond typical systemic challenges. It demonstrates concerning patterns around organisation, patient care approach, and issues relating to safety and how information is communicated. The surgery has a modern appearance and convenient location, yet operates in a way that feels consistently chaotic and dismissive. Administrative and reception staff frequently exceed their responsibilities by questioning medical information they are not trained to evaluate. I have needed to push back on multiple occasions simply to receive appropriate treatment, which has been an exhausting and inappropriate barrier to care. As a younger patient from outside the UK, I have repeatedly felt undervalued, dismissed, and only given proper consideration after I became more assertive—an experience that felt unjust and raised concerns about potential bias. Patient safety has been compromised. I have received incorrect medication amounts, been directed to unsuitable services despite following up repeatedly, and on occasion been offered stronger pain relief without proper clinical assessment or discussion. One clinician acknowledged uncertainty about my care and asked for my input on what should be done next. There are significant gaps in communication, with no consistent care pathway, slow responses, and no follow-up even when matters are urgent. Patients are expected to manage all follow-ups independently, regardless of their condition or circumstances. Due to repeated mismanagement, a health issue that could have been resolved through different intervention may now require major surgery. This outcome might have been prevented with appropriate management and timely response. This is not the standard expected from a GP practice. I hope this feedback prompts reflection and improvements for other patients who may lack the ability to advocate effectively for themselves. --- I was subsequently unable to post an additional review, so I am adding this important clarification: Following my review, the surgery contacted me requesting its removal. I was taken aback. No apology or constructive resolution was offered—only a request to withdraw my feedback. This raises questions about how patient concerns are managed and whether unfavourable reviews are being actively suppressed to protect the practice's rating. It is unsurprising that a practice would have predominantly positive reviews if patients are encouraged to remove critical ones. I have also noted the suggestion to escalate matters to management, which I will pursue. What I did not anticipate was being told by a member of staff that "this does not reflect reality." This response felt dismissive and has deepened my distress about the situation. My review documents genuine, significant concerns that have affected my health and wellbeing. I will not withdraw it because prospective patients are entitled to honest feedback, not a filtered version of events.

Felt truly listened to and understood

By far the best GP I have ever had! The clinician here is absolutely wonderful and always takes time to listen, remembering my medical background without needing reminders. I feel very fortunate to have access to such a caring healthcare professional during these challenging times for the NHS.

New patient experience was genuinely perfect

I should have submitted a five star rating. As a new patient, my experience so far has been entirely satisfactory. I apologize for accidentally selecting four stars instead.

Quick and hassle-free appointment booking experience

I have been attending this surgery for approximately a decade. Throughout this period, I have consistently appreciated the professional manner, genuine kindness and outstanding standard of care demonstrated by the entire team. The appointment booking process is straightforward and efficient, with courteous staff members who make the experience pleasant. I have always felt heard and valued by the clinical staff, who make considerable effort to ensure I feel at ease during consultations. They demonstrate responsiveness, consideration and initiative, and I have considerable confidence in their clinical abilities. I would also like to acknowledge one particular nurse who demonstrates exceptional skill in administering injections with minimal discomfort and has a wonderful ability to put patients at ease with humour. Thank you to the surgery team for your dedication and commitment. I recognise that maintaining such high standards of care requires significant effort and commitment. I feel very fortunate to be in your care.

Compassionate support during difficult times

Grafton Square Surgery has been wonderful, compassionate and understanding during a challenging period in my life, providing excellent support and kindness that made a real difference when I needed it most.

Staff member listened and showed genuine care

I had such an amazing experience with the clinician I saw for treating my skin condition. They listened intently, showing compassion towards my needs and concerns. The clinician was incredibly kind, caring and empathic. They provided expert knowledge on my condition and shared this with me which gave me such reassurance. They followed up with me a week later to check how I was getting on, which I have never had before. The clinician is truly brilliant and their work deserves to be praised. Thank you for your care!

Physiotherapist listened and eased my pain

I can't believe it! Just returned from my physiotherapy appointment and the experience was absolutely wonderful! The practitioner demonstrated remarkable understanding and compassion throughout the session. I had been struggling with limited mobility for months, and I'm delighted to say that I now feel significantly improved with greatly reduced discomfort. I'm genuinely grateful to have found such a caring professional. Thank you so much!

Felt listened to and genuinely cared for

The doctor I saw demonstrated considerable patience and kindness, along with impressive medical knowledge. I felt reassured and confident in their care.

Clean practice with quick appointment availability

This practice has been excellent in my experience. The clinical staff are outstanding, the reception team are very supportive, and I've been able to get appointments quickly when needed. The facilities are also well-maintained. I'm very satisfied with the service provided.

Reception team went above and beyond for us

Excellent service, and it genuinely feels like a real community-focused practice. The front desk and clinical teams are wonderful, approachable, and consistently go out of their way to assist patients as much as possible, frequently exceeding expectations to accommodate needs. With young children in the family, over an extended period whenever appointments have been required, the practice has consistently made efforts to arrange timely slots.

Felt listened to and well supported

Excellent service - I have been a patient at this surgery for over a year now. The clinical staff are supportive, professional and caring. The doctors at this practice are extremely knowledgeable and you feel like you are in good hands 100% of the time.

Phone appointments booked quickly and efficiently

I have consistently had outstanding experiences and cannot imagine switching practices. The appointment booking process is remarkably streamlined, and referrals are processed swiftly. The clinical team demonstrates broad expertise across various specialties and common health matters. The nursing staff member is genuinely pleasant and exceptionally thorough, taking time to investigate comprehensive health requirements for travel-related needs including preventative measures. I enthusiastically recommend this practice to anyone seeking healthcare in the area.

Felt properly listened to about my breathing

The clinician I saw was excellent. I had a respiratory health concern and received fantastic care and support throughout my visit.

Felt truly listened to and understood

The clinician was incredibly patient and genuinely attentive to what I had to say. I was really impressed by how proactive they were in addressing all aspects of my care.

Staff went the extra mile for me

Wonderful team. Incredibly supportive and flexible. I'm truly grateful for the assistance provided when I needed it most and for helping turn difficult situations into achievable outcomes ❤️

Reception team made booking straightforward and helpful

The reception staff are consistently helpful and work with great efficiency, making them a genuine pleasure to interact with. One team member in particular went well beyond what was expected during my recent visit, and I'm very grateful to them and their colleagues for their excellent service. The whole team does a fantastic job!

Long wait despite booking a time slot

What's the point of booking an appointment at a specific time when there's going to be such a significant delay anyway? Additionally, I found the reception staff to be unhelpful.

Friendly staff made the visit smooth

Extremely welcoming and well-organised

Quick emergency appointment with warm welcome

Managed to secure an urgent appointment at an early time. Received a friendly greeting and experienced a prompt, well-organised consultation. Much appreciated.