Grove House Surgery

Patient Experience Summary

Patient feedback reveals a divided experience at this practice. Reception staff are consistently praised for their courtesy, friendliness, and supportive approach, with many patients noting their welcoming demeanor and willingness to assist. The clinical team also receives positive recognition for professional care and responsiveness. However, appointment access presents a significant challenge, with patients reporting limited availability, long waiting times, and difficulty securing timely consultations. The online booking system and Ask My GP service, while intended to improve access, have created frustration for some patients who prefer direct telephone booking with reception staff.

Continuity of care emerges as a concern, with patients noting minimal contact with the same medical professionals across visits. Administrative processes have been flagged as disorganized, including issues with patient record accuracy and inconsistent communication. Some patients report that clinical interactions feel impersonal or dismissive of their concerns, with delayed referrals and lengthy waits for specialist evaluation. The practice environment itself receives positive feedback, with spacious facilities and digital systems noted as improvements. Overall, while the practice demonstrates strengths in staff courtesy and welcoming atmosphere, significant gaps remain in appointment availability, administrative efficiency, and ensuring patients feel heard and supported throughout their care experience.