South Grange Medical Centre
Average! (35 reviews)
Average! (35 reviews)
Feedback reflects a mixed experience across the practice, with notable variation in service quality. Clinical staff are frequently praised for their courtesy, compassion, and responsiveness to patient needs, with several patients highlighting effective referral arrangements and continuity of care. Reception teams are generally described as welcoming and helpful. However, significant access challenges persist, particularly around telephone contact and appointment availability. Multiple patients report difficulty reaching the practice by phone, with some experiencing unanswered calls or lengthy waits on hold. Appointment booking remains problematic, with patients facing extended waiting times between booking and attendance, and limited same-day or urgent availability. Additional concerns include medication ordering issues, lack of advance communication about service constraints, and inconsistent experiences across different practice locations, suggesting variable service delivery within the organisation.
Patients who have successfully accessed care often express satisfaction with the clinical experience itself, noting that clinicians listen carefully and demonstrate understanding. However, the barriers to accessing appointments in the first place create frustration that undermines overall confidence in the service. Some patients have transferred to alternative practices citing these access difficulties, while others report that the reception experience, though polite, does not always translate into timely appointment provision. The feedback suggests that while individual clinical interactions may be positive, systemic issues around booking processes, telephone accessibility, and appointment scheduling require attention to improve the patient experience.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback reflects a mixed experience across the practice, with notable variation in service quality. Clinical staff are frequently praised for their courtesy, compassion, and responsiveness to patient needs, with several patients highlighting effective referral arrangements and continuity of care. Reception teams are generally described as welcoming and helpful. However, significant access challenges persist, particularly around telephone contact and appointment availability. Multiple patients report difficulty reaching the practice by phone, with some experiencing unanswered calls or lengthy waits on hold. Appointment booking remains problematic, with patients facing extended waiting times between booking and attendance, and limited same-day or urgent availability. Additional concerns include medication ordering issues, lack of advance communication about service constraints, and inconsistent experiences across different practice locations, suggesting variable service delivery within the organisation.
Patients who have successfully accessed care often express satisfaction with the clinical experience itself, noting that clinicians listen carefully and demonstrate understanding. However, the barriers to accessing appointments in the first place create frustration that undermines overall confidence in the service. Some patients have transferred to alternative practices citing these access difficulties, while others report that the reception experience, though polite, does not always translate into timely appointment provision. The feedback suggests that while individual clinical interactions may be positive, systemic issues around booking processes, telephone accessibility, and appointment scheduling require attention to improve the patient experience.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Alison W.
4 years ago
Excellent!
Friendly receptionists made switching practices easy
Recently registered with this practice after being with my previous one for many years. I had concerns about whether the standard of care would be comparable, but I have been pleasantly surprised. The reception team consistently demonstrate friendliness and helpfulness. I would happily recommend this practice.
Lisa J.
4 years ago
Excellent!
Receptionists made all the difference here
I decided to leave my previous GP practice as I felt unheard and frustrated. I have been genuinely impressed by the compassion shown at my new practice, where the front desk staff are welcoming and supportive throughout my recovery journey. My healthcare provider takes time to listen carefully and works hard to help manage my symptoms effectively. I'm grateful for the care I've received.
Pauline S.
4 years ago
Bad!
Poor communication about test results
The practice did not inform me when my test results became available. This was disappointing.
Chris C.
4 years ago
Bad!
Impossible to reach by telephone
This practice has been extremely difficult to reach by telephone.
Steven F.
4 years ago
Bad!
Couldn't get through on the phone
This has been the most disappointing medical practice I have experienced. The service fell significantly short of expectations.
Dave I.
5 years ago
Bad!
Phone consultations took forever to arrange
This has been the most disappointing medical practice I have experienced. It took an exceptionally long time to arrange even a telephone appointment while I was unwell for an extended period. Although I was able to have blood tests completed, I was subsequently asked to return with samples but was informed they could not be accepted until the following Monday. I was not made aware beforehand that there were specific time constraints for sample submission. The overall handling of the situation felt lacking in professionalism, which was particularly frustrating given my familiarity with NHS standards through my own work.
Jane C.
5 years ago
Bad!
Ongoing issue never properly resolved
The care I have received over the past year and a half has been disappointing, with the same issue persisting throughout this period.
Kelly B.
5 years ago
Bad!
Phone queue left me waiting and disconnected
The telephone service was disappointing. I experienced a lengthy wait on hold before the call was unexpectedly disconnected when someone eventually picked up. I have sympathy for other patients using this practice.
Phillip H.
5 years ago
Bad!
Phone lines impossible to get through on
The practice is difficult to reach by phone. I was informed by one clinician that my concerns might be psychological in nature. I found this experience frustrating and feel I would receive better care elsewhere.
Lebur R.
5 years ago
Bad!
Impossible to reach by telephone
Unable to reach the practice by telephone over a three-day period, despite attempting to call repeatedly throughout standard business hours.
John J.
5 years ago
Bad!
Impossible to reach by phone for days
Unable to reach anyone by telephone, despite attempting to contact the practice since early in the week.
Darren F.
5 years ago
Excellent!
Long-term patient with consistently respectful care
I have been a patient at this practice for the entirety of my life, spanning several decades. Throughout this time, there have been numerous changes in clinical staff, yet I have consistently received excellent care and treatment. My experience has remained of the highest standard throughout my time as a patient here.
Adele G.
5 years ago
Excellent!
Staff went the extra mile despite being busy
Based on my visits, I have found this to be an outstanding practice. The clinical staff, support workers, administrative team, and reception personnel are all professional, well-informed and helpful. As a busy practice, it faces the same pressures as other NHS services, but the team consistently strives to deliver excellent, patient-focused care.
Lisa D.
7 years ago
Bad!
Phone lines don't answer when you need them
I would have given no stars but the system wouldn't allow me to post without selecting at least one. This is the worst medical practice I have attended. When I attempted to contact them by telephone to arrange an appointment, my calls went unanswered. During a previous visit, I was required to discuss my situation with reception staff while the waiting area was full of other patients, which felt uncomfortable. I would not recommend this practice to others and have since transferred myself and my family to a different surgery. It is unfortunate that the merger took place, as the previous arrangement offered a better standard of care and privacy. The limited availability of clinicians makes it difficult to access appointments unless your needs happen to align with their restricted schedule. Overall, I have found this to be an unsatisfactory experience.
Linda J.
12 years ago
Excellent!
Quick referral got my husband proper care
My husband attended an appointment with a clinician in one of the consultation rooms who was excellent. Following the visit, he was referred to hospital for specialist assessment the same day. We were very impressed with the care provided and would appreciate it if the practice could retain this member of staff, as they demonstrated kindness and compassion throughout the consultation.