Grange Medical Centre

Friendly reception made the visit pleasant

Positive

Reception staff need better phone manners training

The reception team's communication approach could benefit from professional development, particularly regarding telephone interactions. The practice would benefit from accepting messages and scheduling appointments throughout the day rather than limiting availability to specific time slots, as patients have competing commitments and responsibilities that may prevent them from calling during restricted hours. When parents contact the practice regarding unwell children, a more welcoming approach to offering appointments would be appreciated, rather than experiencing perceived rudeness. There have been observations of staff spending time at reception engaged in casual conversation rather than attending to duties. It would be beneficial for the practice to recruit reception staff who demonstrate professionalism and commitment to their responsibilities. Additionally, there have been difficulties reaching the practice by telephone, with multiple attempted calls going unanswered, which has been frustrating.

Staff didn't warn about parking charges

I was charged a significant parking fine for using the car park without being informed of the required procedures beforehand. I felt this was an unfair expense and was disappointed by the overall experience. Additionally, I found the staff interactions to be unsatisfactory.

Long phone waits and dismissive reception staff

This GP Surgery is challenging to reach by telephone. After waiting 25 minutes on the phone, I was met with an unhelpful receptionist. I explained that I required guidance from a GP, but the receptionist repeatedly questioned my request. When I stated I needed to speak with a doctor, I felt my reasons were not accepted without further explanation. I found it frustrating that I was expected to disclose detailed information to reception staff. Each time I have contacted the Surgery, I have encountered this same approach. I am quite dissatisfied with my overall experience at this GP Surgery.

Couldn't get an appointment this morning

It is extremely difficult to obtain an appointment to see a doctor. When I inquired about availability this morning, I was informed that the practice is understaffed and dealing with a high volume of patients. I was told that if I had concerns about this situation, I should lodge a formal complaint.

Lost medical report caused serious delays

I found the practice to be poorly organised with staff who seemed unwilling to take accountability. An important medical document went missing, which was deeply frustrating. The team displayed an indifferent attitude and showed no acknowledgement of the situation. This has created serious consequences for me, as I had a strict deadline to submit required paperwork to the relevant authority. I feel the staff should face disciplinary action for misplacing such critical documentation. I am considering legal action if this results in the loss of my professional credentials due to what I perceive as organisational failure and lack of care.

Reception staff weren't helpful when I called

Extremely disappointing experience at this practice. The staff attitude was unhelpful and unwelcoming, which is concerning for a healthcare setting where patient support should be a priority. The overall service fell well short of acceptable standards and left me questioning the quality of care provided.

Reception staff were dismissive and unhelpful

I was quite let down by my experience with the front desk team. They came across as rather unwelcoming and seemed irritated whenever I needed to make contact with the practice.

Long wait times for prescription collection

The service was disappointing, and obtaining prescribed medication involved a considerable wait time that exceeded what would be considered reasonable.

Reception staff were dismissive and unhelpful

This GP practice has been frustrating to deal with. There is a member of the reception team whose demeanor consistently comes across as unwelcoming. I believe their conduct warrants attention from management. They do not seem to demonstrate genuine concern for patients' wellbeing. I attended an appointment with a young child who was experiencing unusual mobility difficulties that morning. While another receptionist was taking a message for a clinician, this staff member entered with a visibly irritated expression and made a curt remark about protocol procedures, instructing that the message be handled differently and a callback be arranged for later. The tone and manner of this interaction was upsetting, particularly given the circumstances. This represents just one of several disappointing encounters I have had at this practice, and I have reached a point of dissatisfaction. I do not typically leave reviews, but I felt this practice requires scrutiny and review.

Phone lines were difficult to get through

I have been a patient at this practice for quite some time. I called today and experienced a lengthy wait to get through to someone on the phone, and unfortunately remained on hold without reaching anyone.

Appointments cancelled without explanation or notice

This medical practice should be reported to the appropriate regulatory authorities regarding customer service matters. Appointments have been cancelled without explanation. The practice does not appear to prioritise patient care and wellbeing.

Staff were genuinely helpful from reception onwards

I have been a patient at this practice for approximately five years and have consistently found the service to be of a high standard across all areas. The entire team, spanning from administrative staff through to clinical professionals, have demonstrated helpfulness and professionalism throughout my time as a patient. I have not experienced any difficulties with staff conduct or communication during my visits. I appreciate the care provided by the practice.

Long wait times and poor appointment availability

This practice requires immediate attention. The management appears indifferent to the facility's operations and patient access is severely limited. The approach to care seems inconsistent with expected standards and there are concerns about the quality of service delivery. Urgent action is needed.

Reception staff weren't helpful with my query

The staff members were not as helpful as I would have hoped during my visit.

Reception staff weren't helpful or interested

The practice does not appear to be meeting my needs effectively. I felt that my concerns were not prioritised, and I would be better served by seeking care elsewhere.

Reception staff were consistently rude and unhelpful

This practice requires significant improvement. The staff interactions were consistently unpleasant and communication difficulties were frequently encountered.

Staff weren't respectful or helpful

The staff members were unhelpful and dismissive during my visit.

Reception staff lacked flexibility when unwell

The reception team demonstrated an unhelpful approach and limited willingness to accommodate my situation. When I explained that I was unwell and required a medical assessment, I was not offered any flexible scheduling options. Instead, I was directed to seek care elsewhere, such as attending hospital, contacting the out-of-hours service, or visiting a local pharmacy.

Long wait on the phone line

I was dissatisfied with my experience. I waited on the telephone for an extended period before someone answered, and when they did, I found their manner to be unhelpful and dismissive regarding my request to schedule an appointment.