Grove Road Surgery
Bad! (42 reviews)
Bad! (42 reviews)
Feedback reveals a practice facing significant operational challenges, with appointment access emerging as the dominant concern across reviews. Patients report extended waiting periods to reach the surgery by phone, difficulty securing appointments through the booking system, and frustration with inflexible scheduling that does not accommodate working patients. Several long-standing patients describe a marked deterioration in service quality over recent years, citing staffing pressures and system failures. Communication gaps are evident, with patients noting unclear information about procedures, test results, and follow-up care.
Despite these systemic issues, individual practitioners and reception staff receive consistent praise for clinical competence, professionalism, and courtesy. Patients highlight positive experiences with specific doctors and nurses who demonstrate genuine care and attention. The online booking system, when accessible, is noted as convenient. Some newer patients report smooth initial experiences with welcoming reception and prompt appointment availability.
The practice appears caught between resource constraints affecting access and responsiveness, and pockets of excellent individual care delivery. Concerns about staffing levels, system organisation, and the ability to accommodate patient needs feature prominently, contrasting with appreciation for the professionalism and compassion shown by available clinical staff.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback reveals a practice facing significant operational challenges, with appointment access emerging as the dominant concern across reviews. Patients report extended waiting periods to reach the surgery by phone, difficulty securing appointments through the booking system, and frustration with inflexible scheduling that does not accommodate working patients. Several long-standing patients describe a marked deterioration in service quality over recent years, citing staffing pressures and system failures. Communication gaps are evident, with patients noting unclear information about procedures, test results, and follow-up care.
Despite these systemic issues, individual practitioners and reception staff receive consistent praise for clinical competence, professionalism, and courtesy. Patients highlight positive experiences with specific doctors and nurses who demonstrate genuine care and attention. The online booking system, when accessible, is noted as convenient. Some newer patients report smooth initial experiences with welcoming reception and prompt appointment availability.
The practice appears caught between resource constraints affecting access and responsiveness, and pockets of excellent individual care delivery. Concerns about staffing levels, system organisation, and the ability to accommodate patient needs feature prominently, contrasting with appreciation for the professionalism and compassion shown by available clinical staff.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Emiliano R.
8 years ago
Bad!
Frustrating scheduling nightmare with multiple phone calls
Two weeks of attempting to schedule just one appointment, calling from three separate phones simultaneously, desperately trying to get through. Is this really considered standard procedure?
Jake Y.
9 years ago
Excellent!
Exceptional care from a trusted family physician
The top medical professional in Eastbourne, incredibly quick and exceptionally personable. They've been our trusted family physician for a long time and have provided tremendous support to us throughout the years.