Lichfield Grove Surgery

Terrible service and frustrating appointment scheduling nightmare

I would prefer to give zero stars if possible. Their appointment system is a complete mess - they push you to book online, but the website is malfunctioning. When I tried to schedule, they never returned my calls, and I ended up with a ridiculously delayed appointment. The front desk staff seem totally clueless and unprofessional about managing basic customer service.

Frustrating customer service loop of unhelpful responses

I experienced a frustrating cycle of unhelpful communication where phone representatives repeatedly redirected me to their website, and the website sent me back to phone support. Despite explaining my distressing situation and physical discomfort, I was initially ignored until I persistently emphasized my need for assistance.

One of the very worst of the worst so called Practice manager

The practice manager kuldip should not be working in health care at all . As she abuses her duty of care towards patients, she has no compassion, no empathy nor the love for her job but she is only there for the financial reasons and she should be prevented accessing to general public as she is so abusive and racist towards patients and i have a first hand experience that . For your safety and well-beings stay away from this surgery all together.

Unprofessional staff ruins medical experience completely

I showed up early for my scheduled visit, but the receptionist was preoccupied with another patient. When I finally got to the desk, the time had already passed my original appointment slot, and she immediately scolded me for being late, accompanied by a visibly irritated expression. During a separate incident, after my partner completed her consultation, the receptionist simply dismissed her without providing any follow-up information or guidance. My partner was suffering from a high fever and was left completely uninformed about her next steps or treatment plan.

Terrible doctor with zero patient communication skills

Absolutely the most disappointing general practitioner I've encountered. They're completely unreliable with prescription management, frequently taking more than five days to forward medication requests to the pharmacy. The doctor consistently dodges direct patient communication, opting instead to send impersonal text messages that prevent any meaningful dialogue. I'm definitely planning to switch medical practices and strongly advise others to steer clear of registering with this clinic!

Disappointing service with zero accountability

Poor infrastructure, absence of accountability

Friendly service with a smile

The employees are courteous and provide excellent assistance.

Exceptional healthcare with compassionate and attentive staff

The personnel demonstrated exceptional customer service, displaying genuine politeness and compassion. They listened attentively to my concerns and went above and beyond to provide the most comprehensive assistance possible. I would enthusiastically endorse this medical practice to anyone seeking quality healthcare.

New lengthy systems to see a GP appauling

They have introduced a new system where you wait 30 mins to speak to a receptionist who then sends you a link to an online form which does nothing helpful to express what you need but asked 40 questions, then you get a useless response and no follow up appointment.

Terrible customer service that left me frustrated

The customer experience fell far short of expectations. Additionally, phone calls consistently went unanswered. Absolutely the worst service imaginable.

Terrible gp service with endless frustrating delays

The general practice has become absolutely dreadful. I've been with them for 9 years without any issues, but recently it's devolved into a completely incompetent and useless establishment! Most staff members have departed, the helpful and understanding doctors are no longer present, and even the knowledgeable receptionist has left. My recent experience with a referral was a nightmare - it took 3 months and 3 attempts to get an ultrasound. The first request was cancelled, the second time the GP didn't include proper details, causing the hospital to request additional information. Then the GP didn't respond for 8 weeks until I intervened by contacting both the hospital and the practice. Some receptionists struggle with English communication, providing nonsensical responses during phone conversations. Regular blood test referrals have completely stopped due to their apparent lack of time. During my last visit, I was shown a massive pile of paperwork explaining how overwhelmed they are, and two weeks later, still no progress. The technological systems are equally problematic. The prescription app is non-functional, phone waiting times are excessive (15 minutes just to remain 5th in the queue), and the e-consult system is bizarrely complicated. Appointments are virtually non-existent, with no phone consultations available. I'm left with no choice but to change practices - this has become completely unmanageable.

Frustrating healthcare experience with poor communication

Reaching Lichfield Grove Surgery outside of regular hours is incredibly challenging, with no email contact available and the patient portal remaining non-functional, despite the practice's apparent attempts to improve communication.

Great healthcare experience with friendly staff

I truly appreciate how well this medical practice has been handling my care. They seem thoughtful and streamlined in their approach. The waiting times have consistently been short, and I've never felt frustrated by long delays. The physicians have effectively addressed all of my medical concerns to date. The addition of the digital queue management terminal is a nice touch. Moreover, the front desk staff have been incredibly helpful in guiding me through the nuances of the NHS system, which is still somewhat unfamiliar to me. The accompanying mobile application, while not perfect, allows me to conveniently schedule consultations and submit requests for recurring medication prescriptions.

An outstanding GP Practice

My first impression with LIchfield Grove Surgery is rather good the receptionists are amazing so are the Doctors. Thanks very much for being so kind, helpful and doing your best for my care, it means a lot to me and very much appreciated more than ever. 🙏

Frustrating customer service that needs serious improvement

Used to be excellent, but things have drastically changed. I've already spent close to an hour just trying to reach someone at reception about a potentially escalating problem. The service has become completely unacceptable.

Compassionate care that truly heals and inspires

I extend my heartfelt gratitude to all the medical professionals and support personnel involved in my care.

Frustrating healthcare system fails patient miserably

I'm utterly frustrated. They've announced a new policy that forces me to personally visit the doctor's office and fill out paperwork every two months, eliminating phone-based repeat prescription requests. After meticulously adhering to their updated procedure, my prescription remains unprocessed after three days. This holdup is incredibly disruptive, given my critical daily medication needs! To make matters worse, they've also informed me that ordering my prescription via the NHS app is not an option. Are they seriously operating like it's the technological dark ages?

Longtime patient shocked by terrible medical service now

I completely agree with the other recent one-star reviewers about the shocking decline in service quality. Despite being a loyal patient for over two decades and generally having a positive experience, with the exception of some concerns about Dr. Durden, the introduction of eConsult has been a complete failure. I'm now unable to contact the practice by phone, as the system recognizes my number and claims it will return my call, which never happens. Clearly, for me, it's a case of 'the computer says no'.

Frustrating phone service and mixed doctor experiences

Attempting to schedule an appointment via telephone proved futile, with staff directing me to their online platform instead. After completing the digital form, they claim they'll respond within two days. How convenient! I'm left wondering about the actual purpose of this operation. Are we merely funding pointless administrative personnel? The veteran physicians like Dr. Alena Chong and Lindsay Salmon are competent, but the newer doctors I've encountered lack the same level of expertise.

Frustrating service that fails patient expectations

I've previously been thoroughly satisfied with this medical practice, but recent developments have me seriously reconsidering my choice. The receptionist's attitude is unhelpful, and their appointment booking process is incredibly inconvenient - I'm now required to submit an online request within a narrow window between 8:30 and 12, which conflicts with my work schedule. This approach feels decidedly unwelcoming and frustrating. ... I'm downgrading my rating to the lowest possible score. Their inefficiency is staggering - it took a full fortnight to forward my prescription request to the pharmacy following a text consultation. No rationale was provided for the delay, and I was forced to pursue them multiple times, with each interaction promising immediate resolution but resulting in nothing. The outcome was me making three completely unnecessary trips to the pharmacy, each time hoping my prescription had been processed. These experiences have definitively convinced me to seek healthcare elsewhere.