Grove Village Medical Centre

Staff remembered us after many years

My entire family have been with this valued practice for nearly two and a half decades, spanning a quarter of a century. The clinical team and their staff have consistently been kind and helpful. This includes the nursing staff, phlebotomists, administrative personnel, and reception team. This is an excellent practice. When you treat people with respect, they respond in kind. Two members of the team were particularly mindful and helpful during my recent visit, going above and beyond to assist me. This is something I will remember for a long time. I have known one of these staff members for almost the entire duration of my time at the surgery, and they are familiar with my family. They may come across as no-nonsense, but they are genuinely kind. It is important not to judge people by first impressions alone. You need to recognise authentic people and distinguish them from those who are not. I will never change my practice. It is a caring place. Keep up the good work and best wishes to you all.

Phone consultation felt dismissive and unhelpful

Incredibly disappointing experience with this practice. Received a phone consultation with a clinician whose manner came across as dismissive and unhelpful. When I explained I was unable to visit the surgery in person, they indicated they could not provide support under those circumstances. It appears the practice does not accommodate patients who are unable to attend appointments on site, leaving those in such situations without assistance. I am switching to a different practice today.

Staff were helpful and considerate throughout

The staff members were courteous, professional, and consistently thoughtful in their interactions. The primary reason this experience does not receive the highest rating is the appointment system itself, which presents challenges across the NHS generally. Beyond this systemic issue, the clinical team, nursing staff, and reception team all demonstrated genuine helpfulness and support.

Reception staff showed discriminatory treatment toward patients

The reception staff have been problematic and appear to show preferential treatment to certain patients, with what seems like differential handling based on background. This is my second concerning experience of this nature at this practice—previously I was so frustrated I nearly attended in person but decided against it. In the most recent situation, my elderly father called early in the morning to arrange appointments for both himself and my mother. He was informed he could only book one appointment per call, despite explaining these were for two different people and that his own appointment concerned a post-operative complication from a procedure just days earlier. He was told to call back separately, but when he did so within minutes, he was informed all available slots had been taken and would need to try again the next day. The following day, he was referred to the emergency department, which resulted in a delayed journey, and he subsequently required a procedure there. What was particularly frustrating was that on that same morning, another person had called and successfully booked two separate appointments for themselves on a single call. The clinical staff provide excellent care and support, but the reception team significantly undermines the practice and does not meet the standard expected in a healthcare setting. This appears to be a fundamental issue with how the team operates rather than a matter requiring additional training.

Reception denies appointment mistakes despite evidence

I have found this GP surgery to be deeply unsatisfactory throughout my time as a patient. The reception team has consistently demonstrated poor communication skills, frequently making errors with appointment scheduling and subsequently denying responsibility when issues arise, instead attributing fault to patients. Even when presented with supporting evidence, these concerns are dismissed and patients are addressed in a manner that feels dismissive and disrespectful. This negative approach appears to be embedded in the practice culture, with newer staff members also adopting similar attitudes. Such treatment can be particularly distressing for individuals who are already dealing with health concerns and seeking assistance, and may be especially harmful for those experiencing mental health difficulties. Furthermore, despite several years having passed since the pandemic, the practice continues to operate a same-day appointment system only, requiring patients to call at 8am to secure a slot. The inability to book appointments in advance is a significant limitation that detracts from the overall service. The practice appears to be declining in quality as time goes on.

Reception staff's dismissive attitude towards patient needs

I have been attending this clinic for over four years now, and I have experienced what I consider to be consistently disrespectful and dismissive behaviour from a member of the reception team. This conduct has escalated to a level that feels discriminatory and deeply disrespectful. On one occasion, when I arrived with my six-week-old baby and requested a suitable space to breastfeed, I was directed to use the toilet room and told to sit on the toilet seat as no other option could be provided. Fortunately, a clinician who witnessed this interaction was visibly concerned and promptly offered me a chair in an appropriate area instead. My interactions with this staff member have been consistently negative, whether in person or over the phone. On another visit, I was asked to wait in the waiting area upon arrival. After waiting thirty minutes, I enquired about how much longer my appointment would take. I was then informed that I had apparently not checked in and may have missed my appointment slot. The reception staff member has also displayed unprofessional behaviour such as eating while interacting with patients. I would strongly encourage the clinic to review its standards regarding politeness, customer service, and respect towards all patients and visitors.

Felt genuinely understood during my appointment

I attend my local surgery on a regular basis for mental health assessments as part of my ongoing care. I had an appointment recently and was seen by a clinical practitioner who was extremely pleasant and demonstrated a thorough understanding of my situation. The examination was conducted professionally and competently. If anyone reading this review has similar health concerns, I would highly recommend this surgery. The team assembled at the practice is, in my opinion, of an exceptional standard. Well done to all of you.

Helpful staff who actually listen to you

The practice has demonstrated a helpful and patient-focused approach. The reception team are courteous and the clinical staff have been very pleasant.

Practice refused to prescribe essential medication

They have declined to prescribe a medication that I consider essential to my health and wellbeing.

Whole family cared for over two decades

I have been extremely impressed with the care provided at this practice. I am very grateful to all the staff members involved in my care. My entire family has been patients at this practice for over twenty years. We are very satisfied and would not consider going elsewhere. Some people tend to focus on minor issues rather than appreciating the overall service. From the reception team through to the clinical staff, this practice has provided consistent and reliable care through various circumstances. The team demonstrates genuine commitment to their patients. Approaching the staff with courtesy and straightforwardness tends to result in positive interactions. It is worth considering the demands placed on healthcare professionals and the significant effort they invest in patient care. Taking time to appreciate their perspective can be helpful. We have consistently received good care. Every member of the team demonstrates a genuine commitment to their work. Patients also have a responsibility to treat staff with respect and appreciation. Access to healthcare without private insurance can be limited in some parts of the world, making the availability of NHS services particularly valuable. I would encourage others to treat the staff with respect and courtesy.

Receptionists friendly and doctors actually listen to you

I cannot believe how professional, attentive and helpful this medical practice is. The clinical staff are so understanding and caring. I had a very difficult experience at my previous practice over nearly two decades. Thanks to good fortune, we do not need to visit the GP very often, but the few times we did go there was minimal support offered, with suggestions to simply return in a couple of weeks. I was never referred to a specialist, and when I attempted to switch practices, there was no availability. Last year I decided to try this practice, which is conveniently close to my home. I was initially hesitant due to a few negative reviews I had read online. Unfortunately, over the past year we have needed to use the GP services more frequently than in the previous twenty years combined. I am very grateful that we have been cared for by this practice. The atmosphere is completely different and so much better. The reception team are consistently friendly, helpful and welcoming. The clinical staff genuinely listen and take time with patients rather than rushing appointments. When I had a workplace injury affecting my back, I was referred to physiotherapy immediately. Unfortunately, the physiotherapist was unable to arrange the imaging I needed due to waiting list constraints. I travelled abroad to visit family and arranged private imaging there. When I returned and attended an appointment to discuss the results, the clinical staff member showed genuine care and concern, and promptly referred me to the appropriate specialists for the issues identified in the imaging. I was astonished by this response. At my previous practice, I was never offered specialist referrals, and they were unwilling to review medical records from abroad or arrange investigations. I felt compelled to share this feedback as a small way of expressing my appreciation and to encourage the team to continue the excellent work they do daily.

Helpful reception staff made booking easy

Rather useful!

Reception dismissed my callback without investigating

Received a missed call and voicemail from the practice asking me to contact them regarding a screening appointment, despite not having been a patient there for approximately 7 years. When I called back to clarify, I was told that I was not listed on their records and that the call had not come from them, and was advised to disregard the message. The staff member did not attempt to look into the matter further and came across as unhelpful. I am satisfied with my decision to have moved to a different practice years ago.

Couldn't get an appointment when I needed one

I have found this surgery to be the poorest I have experienced. Having relocated several times throughout my life, I have attended various medical practices. I visit infrequently. However, whenever I do attempt to book, I am consistently informed that appointments are unavailable. Today I tried to arrange an appointment as I am experiencing significant discomfort in my hand. Additionally, I am dealing with pain and inflammation in my leg, as well as persistent back pain. It is disheartening to be unable to secure a consultation with a healthcare professional. I am now considering seeking care elsewhere as the situation has become increasingly frustrating.

Rushed appointment with little time to listen

Not satisfactory. One clinician appears to be extremely busy and tends to keep patients waiting at the entrance with minimal time allocated for consultations.

Reception staff made me feel like an inconvenience

If I could give this surgery a zero I would, I have been with this surgery since I was a child and it has changed in not a good way. Six months ago I took my children to be referred for assessment under the NHS Right To Choose pathway and I even took all information on how to do this with me. I also explained that my child was not sleeping, their anxiety had returned and they were self harming. A referral was made to a different service even though I specifically asked for an alternative pathway. I was made to feel as if I was an inconvenience and the self harming was brushed over. To cut a long story short, after multiple calls and emails a day I lodged a complaint with NHS England. They missed the deadline to respond. Eventually my complaint was upheld. My child has now received a diagnosis and I have had to get them an emergency appointment. Not a pleasant experience. The reception staff were extremely rude. It turns out the clinician was going on holiday so yet again nothing has been sorted out and although they have my child listed on the system with their diagnosis, they seem to have lost the highly confidential medical report that goes with that, which was emailed. This surgery has no idea on current practices or NHS procedures and rely on administrative staff to do referrals. You are constantly brushed off and made to feel like you are overreacting even when it concerns a young person. Four appointments and I have still had no help or referrals for my child's anxiety, sleep or mental health concerns. I don't know if these are all connected because I cannot get the initial help from the practice. I will be moving to a different GP surgery as soon as I possibly can.

Couldn't get appointment, sent to hospital instead

My child was unwell and I was advised to attend the hospital rather than being offered a routine appointment, which resulted in a lengthy wait. I found the experience frustrating, as the service seemed overwhelmed and difficult to access. When attempting to book an appointment by calling early in the morning, availability appeared limited.

Receptionist was dismissive and unhelpful

The receptionist was unhelpful and displayed poor customer service.

Phone queue kept saying surgery was closed

The reception staff were unhelpful and dismissive during my recent experience. I waited in the queue from early morning, but the system kept indicating the surgery was closed. When I eventually got through, I was told that all appointments were fully booked. This seems to be a recurring issue, and the interactions felt curt and unwelcoming. I found the overall experience frustrating and disappointing. It appears that management has not addressed these ongoing concerns about the quality of service provided.

Receptionist was dismissive and lacked basic courtesy

The receptionist's manner was quite unpleasant and dismissive. They seemed unwilling to listen to patient concerns and came across as condescending rather than helpful.