Grove Village Medical Centre

Bad - Even Badder and just the worst

I would give this practice a rating of 0 if I could. I feel trapped, as I have no choice but to stay with them. I raised a complaint in November, which has yet to be addressed. Apart from a meeting with the manager at the end of December, which gave off a “trust me, I will sort it out” vibe, but with nothing has been done since. The most pressing issue is that I urgently need referrals for different ongoing medical issues. My current situation leaves me bedridden for most days due to pain, as I cannot get the help I need. The CQC has also sent an email asking for an update to help me get some answers, and they are still waiting for a response nearly two weeks later. If the practice is not going to respond to the CQC, then they will likely disregard everyone else's concerns as well. My wheelchair doesn’t fit in any of the other practices, leaving me with no alternatives. (Yes, they should all be wheelchair accessible; my powerchair is within the width specifications set by government guidelines.) When I tried to find a new practice with help from Healthwatch, it became clear that they are not compliant. If you have the option to choose elsewhere, please do! I cannot recommend this practice. I have evidence of all these statements, which is being sent to the PHSO.

Complaint unresolved for months despite manager meeting

I would rate this practice at the lowest possible level. I feel stuck, as switching providers does not seem feasible for me. I submitted a complaint in November that remains unresolved. Following a conversation with management in late December, which seemed reassuring at the time, no meaningful progress has been made since then. My main concern is that I require urgent referrals for several ongoing health matters. My current circumstances mean I am largely confined to bed due to discomfort, as I am unable to access the support I need. The CQC has also contacted the practice requesting an update to help address my concerns, yet they have not responded after nearly two weeks. If the practice is unwilling to engage with the CQC, it raises questions about how seriously they take patient concerns more broadly. My mobility equipment is incompatible with the facilities at other local practices, which significantly limits my options. When I explored alternatives with support from local patient advocacy services, accessibility issues became apparent. For those with the ability to register elsewhere, I would encourage you to consider doing so. I cannot speak positively about this practice. I have documentation of these matters, which I am pursuing through appropriate channels.

Struggling to get appointments and rude reception

This medical practice has experienced a decline in quality. I have been a patient here for over three decades, and the standard of service has noticeably deteriorated in recent times. Obtaining appointments has become increasingly difficult. One member of the reception staff displays poor interpersonal skills and lacks empathy when dealing with patients. Additionally, follow-up calls are not made as promised. I am dissatisfied with the level of care and service currently being offered.

Outdated surgery with unhelpful reception staff

The initial impression of the facility was that it appeared somewhat dated, and the front desk staff member seemed rather unhappy. When I used the restroom and mentioned to the receptionist that there was no soap available, they appeared indifferent to the concern, which felt inappropriate for a medical practice. I was relieved this wasn't my regular surgery, as I would have worried about the standard of care provided.

Pharmacist took time to explain everything clearly

Excellent care from the pharmacist at the practice today. They were very thorough, explained everything clearly, and provided helpful advice regarding my treatment options.

Helpful staff made me feel listened to

The doctors and staff members are genuinely helpful and supportive. I particularly appreciated the assistance provided by one of the medical professionals at the practice.

Reception team genuinely helpful and respectful

I have lived in the UK for over three decades and have been registered with multiple GP practices throughout this period. This medical centre is genuinely among the finest practices I have encountered. The reception staff consistently demonstrate professionalism, courtesy and a willingness to assist. The clinical team members display authentic compassion and empathy when interacting with patients. There is a clear sense that the staff are attentive and genuinely committed to providing support. I have been a patient at this practice for a considerable time and feel very appreciative of the consistent standard of care and professionalism I have experienced. I am very satisfied with the quality of service and support provided by all members of the team.

Reception staff dismissive when booking urgent appointments

I have been attending this practice for a considerable time and feel the standard of care has declined. There is a particular member of the reception team whose manner I find quite unwelcoming, whilst others are pleasant enough. On the occasions I do call, I seem to frequently reach this individual who appears keen to end the conversation quickly and makes me feel as though I am imposing. When I requested an urgent appointment, I was advised to call back at a specific time. When I did so just a few minutes after that time, I was informed that all available slots had been filled. The lack of compassion in these interactions has been disappointing. I also have concerns about the clinical competence of one of the clinicians at the practice. I am now exploring options to access care through my local hospital instead, as I feel my needs are not being adequately addressed here. The practice is clearly not meeting my expectations. I would consider switching to another surgery, however alternative options in my area have lengthy waiting lists. I also note the practice displays a policy regarding respectful treatment of staff, yet I feel this standard is not being reciprocated by all team members. 😟

Reception delays undermine otherwise decent care

I would not recommend this medical centre based on my interactions with the front desk team. The booking process and punctuality are regularly problematic, and issues tend not to be resolved satisfactorily when brought to attention. The clinical staff deliver quality care, however the administrative side of the service substantially detracts from the overall experience. Considerable enhancement in front desk operations would be beneficial.

Appointments consistently run late here

On each visit, I have consistently experienced delays of between 15 and 40 minutes before being seen.

Receptionists need better customer service training

The clinical staff are wonderful; however, the reception team can be quite abrupt. They often seem prepared to engage in conflict, and their manner of communication comes across as discourteous. They appear unwilling to provide assistance.

Reception staff could improve their manner

Upon arriving at reception, I found the staff member to be unwelcoming and unhelpful. There was no friendly greeting or smile, and I felt spoken to in a condescending manner. I believe that working in a healthcare setting requires a caring approach and going the extra mile to assist patients. The reception experience fell short of what I would expect from someone in this role at a GP practice.

Prescription delays left me without medication

I am dissatisfied with the timeliness of prescription provision at this practice. I have been waiting for over a week for my medication to be dispensed and am now running low on my supplies. This delay has left me unhappy with the service received.

Staff doing their best despite being stretched thin

I've noticed some reviews here mentioning concerns about reception or clinical staff behaviour in relation to ethnicity, and I find this frustrating. Can people please refrain from attributing every service difficulty to discrimination? The team members are constantly occupied, working hard to accommodate as many patients as they can, regardless of background. They don't display any intentional unkindness towards anyone. They're simply carrying out their responsibilities. If people replaced complaints with appreciation, courtesy and a constructive outlook, they might find their experience improves. Life presents enough challenges without adding to them unnecessarily. Why make things harder than they need to be?

Receptionists need better training on patient communication

The clinical staff at this practice have consistently been supportive and I have not experienced any problems with them. However, the reception team presents significant concerns. They appear disengaged from their roles, with their demeanor, manner, and overall approach creating a negative impression. Phone interactions often feel confrontational rather than collaborative, with reluctance to address straightforward enquiries, and in-person visits involve being overlooked. It would be beneficial if the reception team were reminded that clinical decisions rest with healthcare professionals and patients, and that their role does not extend to making judgments about what is appropriate, particularly given their limited involvement in individual cases.

Reception staff hung up during my call

The reception staff were unhelpful and ended the call abruptly during our discussion.

Quick prescription help at the airport

I travelled to an airport for a week-long trip abroad and discovered I had forgotten an essential medication. Being dependent on this medication for my health, it was critical that I obtain it quickly. The practice issued a prescription within minutes to a pharmacy at the airport location. I am very grateful to the receptionist and the doctor for their swift assistance in resolving this urgent situation. I would highly recommend this practice to others.

Reception staff were dismissive and unhelpful

The main issue I experienced was with the reception team. Their manner of communication felt quite inappropriate and unprofessional. On a recent visit, I had an appointment scheduled for early afternoon, but ended up waiting considerably longer than expected before being seen. On a previous occasion, when I arrived just a few minutes late, the reception staff seemed notably frustrated with me.

Felt genuinely listened to during appointment

I attended an appointment and the healthcare professional I saw was genuinely uplifting and positive throughout. They went the extra mile in assisting me with my medical test, taking time to address all of my questions and concerns. It was clear that they are genuinely committed to providing excellent care, and I am very grateful for their dedication and support.

Reception desk staff ignored me at arrival

I arrived at the reception desk and was not acknowledged by the receptionist on duty. Despite there being no queue and it being early in the day, I was overlooked. The receptionist's manner toward me was unwelcoming, and this is not the first occasion on which I have encountered similar behaviour from this member of staff. I felt that my experience may have differed from that of other patients, though I cannot say with certainty what the reason was. Fortunately, another receptionist noticed that I had not been attended to and promptly assisted me with my check-in. The practice would benefit from reviewing the professionalism and customer service standards of this particular receptionist. Should a similar situation occur in future, I would raise the matter formally. On a more positive note, the clinical staff have consistently provided excellent care, and I have always been satisfied with my appointments.