Grove Village Medical Centre

Appointment waiting times caused care delays

I struggled to secure an appointment at this practice. When I required access to my medical records for a referral through private insurance, I was informed it would take 28 days just to process the request. This delay significantly impacted my care timeline. After relocating, I registered with a different NHS practice and received the same documentation within 5 days. This experience has left me disappointed with the service at my previous provider.

Impossible to get through on the phone

Obtaining an appointment at this practice is extremely challenging, and I would say it is simpler to reach prominent public figures. I suspect the telephone line may be deliberately unavailable or constantly engaged.

Reception staff were dismissive and unhelpful

Disappointing experience at this practice, with unhelpful reception staff👎🏻

Doctor didn't consider patient's weight before prescribing

I was experiencing mental health difficulties and a serious eating disorder, having lost a significant amount of weight over a short period and become severely underweight. I was prescribed an antidepressant medication which is commonly associated with reduced appetite as a side effect. The medication caused me persistent nausea and further decreased my food intake. After two weeks, I discontinued it as my condition had deteriorated noticeably. When I returned for a follow-up appointment, I questioned why I had been given a medication typically used for patients with weight management concerns when my situation was the opposite, given my severe underweight status and eating disorder. I felt that prescribing an appetite-suppressing drug to someone in my condition was inappropriate and counterproductive to recovery. The response I received focused on questioning my decision to stop the medication rather than addressing my concerns, and an alternative medication was suggested which I chose not to pursue. Over a 19-year period, I have only attended GP appointments three times, as my confidence in the healthcare system has been significantly affected. This experience has contributed to my broader concerns about the current healthcare funding model and whether the current system represents good value.

Reception staff were dismissive and abrupt on the phone

I have found the reception staff to be somewhat dismissive and unhelpful during my interactions with them. There appears to be a lack of patience and courtesy in their approach, with conversations often feeling rushed and abruptly concluded. Based on feedback I have seen from other patients, it seems the practice may have changed in how it engages with the public compared to previous years. The overall impression is that the focus has shifted towards administrative efficiency rather than patient care and support. The clinical staff also seem less visible than they once were, and the practice feels more transactional in nature. This shift in atmosphere and service quality may well be contributing to the lower ratings the practice has received.

First appointment felt genuinely caring and attentive

I met this healthcare professional for the first time and found them to be a considerate, courteous and supportive person. My daughter was experiencing a childhood viral infection and had been dealing with a persistent skin condition affecting the nose area for some time. The healthcare professional prescribed a topical treatment for this skin issue, and my daughter showed improvement quite quickly following this. Additionally, the healthcare professional demonstrated genuine care and compassion towards my daughter during the appointment. I would like to express my appreciation for the attentive service provided to patients and the community.

Reception made me wait over an hour for being late

I attended an appointment after experiencing transport difficulties, which resulted in my arrival being slightly delayed. Upon informing reception of the circumstances, I was asked to wait. The waiting time was considerably longer than typical, extending well beyond the standard duration that other patients experience regardless of their punctuality. When I was eventually seen by a clinician, I mentioned concerns about elevated blood pressure readings I had recorded at home. Upon sharing these figures, I felt my account was dismissed without proper consideration. When I requested that my blood pressure be measured during the appointment, I was declined and instead instructed to monitor it myself over a week-long period and return with documentation. This interaction left me feeling unheard and frustrated. However, I have had notably different experiences with another clinician at the practice, whose approach has consistently been attentive, supportive, and professional, making a considerable positive difference to my care.

Reception staff were dismissive and unhelpful

The negative feedback regarding the reception team that others have mentioned appears to be accurate based on my experience. This practice has provided me with the poorest reception experience I have encountered, with what I perceived as overly assertive and discourteous conduct from the staff members at the front desk. I would encourage the team to consider adopting a more courteous and considerate approach in their interactions, as this would require minimal effort.

Reception staff were dismissive on the phone

I have observed several comments from others regarding the approach of the receptionist handling telephone inquiries. This individual comes across as dismissive, argumentative, and discourteous, often appearing keen to end calls quickly as though they are of little importance to either the caller or the practice. Additionally, there appears to be an eagerness to direct patients toward emergency services when what they are seeking is simply a consultation with their doctor. This pattern has occurred on multiple occasions. While I am unable to identify the specific staff member involved, should this continue to happen, I intend to lodge a formal complaint.

Reception staff were dismissive and unhelpful

This practice has provided me with an extremely disappointing experience. The front desk staff were unhelpful and difficult to work with. Additionally, the clinical team took an unusually long time to process my medication requests when I was in urgent need of care.

Rushed appointments and dismissive reception staff

The clinical staff always seem rushed and unable to properly address my health concerns, which is frustrating. Additionally, the reception team sometimes questions the reason for appointments in a manner that feels overly intrusive.

Receptionist was genuinely polite and understanding

I would like to leave some positive feedback for the receptionist who was very polite and understanding during my recent visit. It was a pleasant change from some of the less courteous interactions I have experienced with reception staff in the past.

Reception staff had unhelpful attitude throughout visit

The receptionist at this location consistently displays an unhelpful demeanor and maintains a negative attitude toward patients. Their interactions are unpleasant and lack the support one would expect from a healthcare setting. This experience has left a poor impression and the practice may be worth avoiding if alternatives are available.

Reception staff were dismissive and unkind during call

Absolutely dreadful experience. Certain members of the reception team are incredibly difficult to interact with. When you ring feeling distressed, worried, unwell and anxious, you receive absolutely no compassion or understanding. A few staff members were pleasant and helpful. Beyond that, the behaviour was remarkably discourteous. I called today and was informed my concern wasn't urgent, with the suggestion to try again later, only to have the call terminated abruptly at 1.57pm. If someone were in genuine crisis or experiencing severe mental health concerns, this approach would be wholly inappropriate. Upon calling back, I was told by another receptionist that I'm frequently described as rude and that it's a matter of my tone, which felt dismissive. I spent eight years working in the NHS without ever receiving a complaint. The doctor I saw remained standing throughout the appointment, seemed rushed, and spoke to me as though I was exaggerating, only mentioning mental health support as I was leaving the room. This is an utterly chaotic and poorly run establishment. Genuinely mortifying. The only genuinely supportive individuals are the nursing staff and one particular receptionist. Occasionally, visiting doctors have been more helpful. Otherwise, there is a complete absence of empathy, time, warmth or basic courtesy.

Receptionists were helpful and genuinely friendly

This practice is excellent! I have had nothing but positive experiences. The reception team members are welcoming and supportive. The clinical staff make genuine efforts to listen to my concerns and provide the best possible assistance. I am very satisfied with the care I have received.

Receptionist unhelpful, phone lines always busy

The practice has been unhelpful overall. In particular, the reception staff have been difficult to reach when calling. They suggest ringing at specific times, but when attempting to do so, the line is often engaged. Calling at other times results in being told it is inconvenient. The clinical staff also seem disengaged with patient concerns.

Same-day appointments when you need them

I have had consistently positive experiences at this practice. Throughout two pregnancies and now with two young children, I have never encountered any issues. Whenever I have felt concerned about my health, I have been able to secure an appointment the same day without difficulty. As someone managing a chronic condition, I have always found it straightforward to obtain the medications I require promptly. My family members have reported similarly positive experiences. I am very satisfied with the care provided.

Reception staff were dismissive and rushed with me

During my visit today, I felt that the reception staff treated me in a manner that lacked courtesy and seemed rushed. Over multiple visits to this practice, I have frequently left feeling disappointed or distressed, whether due to interactions with reception or clinical staff who appeared hurried and dismissive of my concerns. There is one healthcare professional at the practice who demonstrates genuine attentiveness and provides excellent care, though I have not had an appointment with them recently. Given that I am already managing considerable stress, these experiences have only added to my difficulties rather than providing the support I need. While I have overlooked previous incidents, today's interaction felt particularly unacceptable. I would hesitate to recommend this practice to others.

Reception made false notes about contact

Disappointing experience. Both my mum and brother are registered at this practice. My brother was not contacted regarding his care, and when he followed up with reception staff, he was informed that clinical notes indicated the patient had been reached and declined further appointments. My brother states he received no such communication. He is currently experiencing significant mobility difficulties. Additionally, my mum has had ongoing concerns with her care at this practice on multiple occasions. She felt the approach taken was dismissive, which caused her considerable distress.

Reception staff were unwelcoming and unhelpful

I have visited this GP practice on a few occasions for myself and family members. During these visits, I found the reception and front desk staff to be rather unwelcoming and lacking in courtesy. The facilities appear quite outdated and would benefit significantly from modernisation. I also observed what seemed to be concerning lapses in health and safety standards, including broken glass present in the patient waiting area. Additionally, scheduling appointments proved challenging, which I suspect may be due to limited staffing resources relative to the patient volume. I would not recommend this practice to others. My overall rating for this GP would be 3 out of 10. I am currently in the process of registering with an alternative practice closer to my location. I hope this feedback proves useful to others considering whether to register here.