Grangewood Surgery

Impossible to reach by phone for appointments

I have consistently struggled to reach the surgery by telephone to arrange an appointment, as I find myself waiting for extended periods before anyone picks up. I would be interested in understanding the surgery's strategy for managing incoming calls, as the current system appears to involve keeping patients on hold for considerable lengths of time in hopes of eventually connecting with someone. I wonder about the staffing levels dedicated to handling phone enquiries, as the service suggests there may be very few people assigned to this role. The experience has been frustrating enough that I am considering registering with a different practice, and I am somewhat surprised the surgery maintains its current patient base given these difficulties.

Practice lost continuity after staffing changes

Since the previous doctor departed, the practice has declined significantly. The locum arrangements feel inadequate with no consistency in care. It appears as though clinicians are reluctant to provide necessary treatment, as if they were personally funding it. Patient choice seems to have disappeared entirely. I will not accept substandard service unless circumstances force me to. In over fifty years of using this surgery, I have never experienced so many issues. The practice needs to improve substantially.

Shorter waits and genuinely friendly staff

The waiting periods and appointment scheduling are significantly better than at other medical practices I've attended. I believe all of the team members are outstanding. Even the staff member I've felt least inclined to see here would have been my preferred choice compared to practitioners at other surgeries I've visited. The automatic doors that operate frequently are somewhat bothersome :) The team maintains professionalism while also being approachable and personable.

Phone queue made me give up

Spent a considerable amount of time trying to reach the practice by phone for a repeat prescription without success. The phone system in place is frustrating, as it doesn't provide clear feedback about whether lines are busy. When attempting to visit in person instead, staff appeared to be occupied with other tasks rather than available to assist.

Reception staff made long phone queue unbearable

I had a very disappointing experience with the reception team during my visit. After waiting an extended period, when I finally got through to speak with someone, I felt I was treated dismissively and without courtesy. The staff member made comments that made me feel undervalued and was unhelpful when I needed assistance, instead directing me elsewhere without proper guidance. The interaction left me feeling frustrated and disrespected. I have decided to change practices as a result. It's unfortunate because I believe the clinical staff at this practice are competent, but the reception experience has significantly impacted my overall impression and confidence in the service.

Doctors who actually listen to you

Positive experience with the medical team

Professional appointment with friendly reception staff

Consistently professional and punctual. No issues encountered. Demonstrated friendliness throughout. Would strongly recommend.