Grove Surgery
Poor! (90 reviews)
Poor! (90 reviews)
Patient feedback reveals a starkly divided experience at this practice. Many patients praise the medical professionals for compassionate care, effective treatment, and a welcoming environment, with particular recognition for clinical expertise and attentiveness during consultations. However, significant operational challenges dominate the feedback, with widespread complaints about appointment access, phone system failures, and long waiting times. Patients consistently report difficulty reaching the practice by phone, with calls frequently disconnected or left unanswered, and describe same-day booking systems that fill within minutes of opening. Reception experience varies considerably, with some patients noting courteous and supportive staff while others report discourteous behaviour and poor responsiveness to patient concerns. The practice environment itself receives positive mentions regarding cleanliness and welcoming premises. A recurring theme involves extended waiting periods both for appointments and in-person visits, alongside concerns about disorganisation and lack of communication regarding wait times or appointment status.
While clinical care quality appears generally valued, the booking experience and communication failures create significant frustration. Patients express particular concern about the gap between the quality of medical care and the administrative barriers preventing access to it. Some long-term patients acknowledge systemic NHS pressures may contribute to scheduling difficulties, yet the combination of phone system problems, limited appointment availability, and inconsistent reception courtesy remains a substantial barrier to patient satisfaction. The practice would benefit from addressing these operational and communication challenges to better support patients seeking medical attention.
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Patient feedback reveals a starkly divided experience at this practice. Many patients praise the medical professionals for compassionate care, effective treatment, and a welcoming environment, with particular recognition for clinical expertise and attentiveness during consultations. However, significant operational challenges dominate the feedback, with widespread complaints about appointment access, phone system failures, and long waiting times. Patients consistently report difficulty reaching the practice by phone, with calls frequently disconnected or left unanswered, and describe same-day booking systems that fill within minutes of opening. Reception experience varies considerably, with some patients noting courteous and supportive staff while others report discourteous behaviour and poor responsiveness to patient concerns. The practice environment itself receives positive mentions regarding cleanliness and welcoming premises. A recurring theme involves extended waiting periods both for appointments and in-person visits, alongside concerns about disorganisation and lack of communication regarding wait times or appointment status.
While clinical care quality appears generally valued, the booking experience and communication failures create significant frustration. Patients express particular concern about the gap between the quality of medical care and the administrative barriers preventing access to it. Some long-term patients acknowledge systemic NHS pressures may contribute to scheduling difficulties, yet the combination of phone system problems, limited appointment availability, and inconsistent reception courtesy remains a substantial barrier to patient satisfaction. The practice would benefit from addressing these operational and communication challenges to better support patients seeking medical attention.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Guldal B.
3 years ago
Excellent!
Amazing doctor with exceptional patient care
Dr Moghul stands out as the most exceptional physician our family has ever encountered! There isn't a single aspect of this medical practice that I would criticize.
Kagan B.
3 years ago
Excellent!
Exceptional medical care for over two decades
We've been patients at this medical practice for more than two decades, and they've consistently gone above and beyond to assist us with scheduling and other needs. The physicians demonstrate genuine compassion and understanding, while the front desk team maintains a warm and welcoming demeanor. Without hesitation, we wholeheartedly award them a perfect 5-star rating.
Shelby S.
3 years ago
Bad!
Terrible healthcare service that fails patients miserably
Absolute nightmare of a medical practice! If I could rate them lower than zero, I would. I've been registered with this surgery for two decades, and their service is abysmal. Whenever I try to contact them by phone, they immediately disconnect the call! I've been waiting over a month for critical medication, and they refuse to provide it! Every time I visit in person to address the issue, they fob me off with empty promises that someone will call me back, but no one ever does! They should have been closed down long ago because they clearly don't care about their patients. Absolutely disgraceful!!
Archana L.
3 years ago
Bad!
Terrible customer service and endless wait times
Completely terrible experience with their customer service representative who appears utterly clueless about scheduling. I wasted an entire hour waiting on hold, only to discover that no appointments are available whatsoever.
Lawrence R.
3 years ago
Great!
Great doctor with compassionate care
I visited Dr. Iram Moghaul on Friday, October 28th, 2022. The doctor was incredibly welcoming and warm during my appointment. She conducted a comprehensive examination, carefully identifying the source of my health concern and providing me with a referral for necessary blood work. Her compassionate approach made me feel truly heard and supported.
Georgina J.
3 years ago
Great!
Quick relief from breathing troubles
I extend my gratitude to Dr Mogual and Clare for their swift assistance during my respiratory distress. They quickly organized an urgent prescription and secured a referral appointment for me. T Juffs
A K.
3 years ago
Bad!
Worst medical center ever absolute nightmare
If I could award them a rating lower than the minimum, I absolutely would. I phoned and endured a 20-minute wait. The automated system claimed only one person was ahead and promised a 7-minute delay. As lunchtime approached at 2pm, I was inexplicably cut off!!! Upon redialing, to my utter disbelief, I was again second in the queue with the same 7-minute estimated wait. If mismanaging a medical practice were a criminal offense, the management would undoubtedly be behind bars. The appalling conduct from those entrusted with caring for vulnerable individuals during times of distress and illness is unacceptable. Let's be clear: people don't call their GP for casual conversation. I hope this account serves as evidence should the medical board ever investigate the abysmal operations of this establishment.
Sumbel I.
3 years ago
Excellent!
Excellent care from a compassionate healthcare professional
Dr. Iman Moghul is an exceptionally professional and kind physician who provides excellent patient care. I consistently find it convenient to schedule appointments, and the doctor always treats me with the utmost respect and compassion. My gratitude goes out to Grove Surgery for having such a wonderful medical professional on their team.
Rizwan K.
3 years ago
Excellent!
Exceptional care from a compassionate medical professional
Dr. I Moughal demonstrates exceptional professionalism and provides a warm, welcoming environment. The physician addressed my medical concerns effectively and with great care. Additionally, the reception team is incredibly supportive and accommodating.
Heidi P.
3 years ago
Excellent!
Exceptional care from a wonderful medical team
What an incredible medical practice! Dr. Mogul is an exceptionally compassionate physician who truly prioritizes patient care and goes to extraordinary lengths to support people. The entire reception team is wonderfully warm and incredibly supportive, with Claire being a standout star performer. I cannot recommend the Grove Surgery highly enough - it boasts an immaculately maintained and welcoming environment. I also want to highlight the fantastic nurse and the outstanding administrative staff upstairs, who are all equally delightful, friendly, and professional. Truly a five-star-plus experience!