The Grange Medical Centre

Exceptional healthcare heroes saving lives with compassion

I have nothing but praise for the medical professionals at the Grange, having been their patient for over three decades. During the Covid pandemic, I fell seriously ill, and without Dr. Thornton's prompt intervention, I might not be alive to share this story. Following his actions that led to my cancer diagnosis and treatment, my GP provided incredible support for more than a year. She had just returned from maternity leave and was incredibly valuable, having previously diagnosed my heart condition with remarkable speed. While the phone lines can be busy, the staff are consistently courteous and helpful, with many showing exceptional compassion during my Covid and cancer journey. They've also introduced convenient online booking options, and their Patient Access system is excellent. We should truly appreciate these dedicated professionals who consistently go the extra mile to care for us. It's crucial to remember they are human beings and to always treat them with kindness and respect. A heartfelt thank you to the Grange team - my family and I consider you truly OUTSTANDING.

Terrible service and frustrating doctor's office experience

Absolutely appalling service. I rarely seek medical assistance, but when I desperately needed an appointment, the experience was a nightmare. Their phone system is a complete mess - endless queuing, delayed callbacks that instruct you to ring back at a specific time, only to find no one answers and the call keeps dropping. When I tried booking in person, the receptionist was coldly unhelpful. She flatly stated they were fully booked for weeks and dismissively suggested calling 111 or ringing back during limited hours - which I had already attempted, only to be met with perpetual unanswered lines. The waiting area was overcrowded, suggesting they've massively overextended their patient capacity. Even if you somehow managed to secure an appointment, you'd likely face an extensive wait time to actually see a healthcare professional.

Terrible service wasted time and lost wages

I was incredibly frustrated when my spouse's scheduled consultation was abruptly terminated through a text message just before the 8:30 AM slot. He had already made arrangements to take time off from his job, and now he's suffered a financial loss of two hours' wages with absolutely no regard for his circumstances.

Terrible pharmacy service left me without crucial medication

I recognize the employees are attempting to help, but prescription requests are not being handled. I've been waiting on the phone for more than 60 minutes trying to resolve the issue. They assured me they would address the problem, yet they have not, and Boots has now canceled my blood pressure medication order. As a result, I will be without my essential medication for over 21 days!

Female doctors rock, male doctors not so much

The female physicians I've encountered at this practice have consistently delivered exceptional care, attentively listening to my concerns, providing appropriate referrals, and maintaining a professional yet compassionate demeanor. Conversely, the male doctors have been disappointingly subpar, displaying a dismissive and unhelpful attitude that suggested they believed their medical degree granted them superior knowledge of my body. They seemed to disregard my input, treating me as if I were being overly dramatic or uninformed. During my mental health struggles between ages 16-19, I consulted a male doctor while experiencing a severe crisis. Despite explicitly sharing my suicidal thoughts and plans at just 16 years old, he callously handed me an anxiety leaflet and dismissed my urgent need for support, blatantly neglecting critical care protocols for a vulnerable minor. The reception staff are inconsistent - some are incredibly friendly, efficient, and welcoming, while others have been outright discourteous. Scheduling appointments by phone can be challenging, but in-person booking at 8 am or 2 pm has always been straightforward.

Nightmare booking appointments at this frustrating surgery

The service was absolutely abysmal. I attempted to schedule an appointment for my child, calling precisely at 8:00, and found myself 12th in the queue. Shockingly, they informed me no appointments were available and directed me to call back at 14:00 for an afternoon slot. Following their instructions, I rang at 13:59, positioned 4th in the queue, and endured a two-hour wait with no callback. Now, I can't even get through. How is it possible to overlook the 4th person in the queue? I'm completely flexible about appointment times, yet they seemingly can't accommodate future bookings like other general practices. If they only offer same-day service, why do 4th or 12th callers fail to secure appointments? They must understand not everyone can dedicate time to calling precisely at 8am and 2pm. Even when I followed their exact protocol, I still couldn't book for my child. When I inquired about online booking, the receptionist claimed it was too complicated for me - without knowing anything about me! Ironically, I work in IT. The audacity of assuming my capabilities is infuriating. This is absolutely ridiculous, and I'm definitively switching medical practices.

Compassionate care and exceptional mental health support

The employees consistently demonstrate warmth and kindness, and among all the physicians, Dr. Baker stands out as truly exceptional, particularly when it comes to addressing mental health concerns 🙏

Fantastic doctors who truly listen and care

Scheduling via phone can be challenging, but the app makes booking a breeze. Dr. Commane, Dr. Wrigley, and Dr. Thornton are truly exceptional. They genuinely listen and take a proactive approach to investigating and addressing medical concerns thoroughly. Unlike some previous healthcare providers who seemed dismissive or downplayed symptoms, these physicians are completely different. It's incredibly reassuring to feel heard and to experience swift, effective medical care.

Terrible service endangers babies and wastes time

The establishment is completely chaotic with massive queues, staff constantly distracted on their phones. The customer service is incredibly poor, seemingly uncaring about potential risks to infants. They appear deliberately obtuse and demonstrate an utterly terrible attitude toward customers.

Friendly staff but challenging phone and booking access

Sadly, it's impossible to reach them via telephone, so I usually end up having to go in person, which raises concerns about how less mobile individuals might secure an appointment. However, once I'm at the medical center, the staff are incredibly friendly. I suspect the issue stems from an overloaded patient list and the need for more clinics, especially given the recent housing developments in the region. Despite the communication challenges, all the doctors are competent and supportive, which is definitely a significant advantage.

Frustrating reception ruins potential medical care

The gatekeepers at this clinic seem to believe they have the authority to determine who deserves medical attention. While the physicians themselves appear to be excellent, actually securing a slot with them has been an exercise in frustration—I've been attempting to schedule an appointment for 48 hours without success.

Terrible healthcare experience with uncaring and dismissive gps

These general practitioners are absolutely dreadful, either completely inept or deliberately avoiding any genuine engagement with my medical concerns. They show zero interest in hearing me out or documenting my symptoms, with just one doctor displaying a hint of compassion. I'm left questioning their professional credentials entirely. The experience is deeply discouraging. Throughout my ongoing health challenges, which have progressively deteriorated, these physicians have consistently attempted to dismiss my conditions as if they were non-existent. I've faced life-threatening situations twice, urgently seeking medical assistance, and their response was to treat me with suspicion, implying I was fabricating issues for some undefined personal gain, without even specifying what they believed I was trying to manipulate.

Terrible service and unhelpful staff at registration desk

I attempted to register my husband and myself on this platform, following the website's instructions to submit forms via email. One particular form proved challenging, so I visited in person for assistance. Upon arrival, I was instructed to redo the entire form, despite having already emailed it along with my identification. When I presented the email as proof, the receptionist remained obstinate, insisting online registration was impossible. My husband encountered identical difficulties. During his visit, the staff behind the counter were engrossed in conversation, displaying a shockingly unprofessional demeanor.

Terrible service that crushed my already low spirits

What a truly disheartening encounter I've just endured. My appointment has actually diminished my emotional state rather than improving it. The healthcare professional demonstrated zero compassion or basic communication ability while I was describing my medical concerns. Extremely subpar service.

Worst medical service ever avoid at all costs

The personnel are discourteous, and the service is abysmal. I've attempted to schedule an appointment numerous times, and they show zero regard for when customers can actually reach out to book. It seems their primary occupation is idle chatter at the reception desk, claiming everything is "delayed". They blatantly ignore patient demand, choosing instead to limit appointments and provide no future booking options, effectively turning away individuals who are unwell. I cannot stress enough how much I advise against using this service. The 111 alternative is far superior - save yourself the frustration and do not even attempt to secure an appointment with this establishment.

Terrible customer service that left me hanging

"All our staff at the front desk are currently occupied and the waiting line is at capacity" ~ then abruptly disconnects the call Appreciate it 👍🏼

Terrible medical care that fails patients completely

What's the purpose of visiting if they're unwilling to provide assistance? They're solely focused on booking 600 weekly appointments, prioritizing quantity over quality, with 1,600 prescriptions that fail to address the underlying issues patients are experiencing. Start treating patients with respect and actually investigate the root cause of their illnesses. Why should patients be forced to pressure "doctors" into conducting proper examinations, waiting until the situation deteriorates? I can't comprehend why you're even working here. Why become "doctors" if you don't conduct yourselves as healthcare professionals should? The waiting time exceeds 40 minutes, which apparently isn't problematic, yet if a patient arrives 5 minutes late, they're told they can't be seen. Absolutely ridiculous. Here's my personal experience: After consulting elsewhere, I discovered my 3-year-old daughter urgently needed treatment to prevent serious health complications. What Grange initially suggested, after 5 visits without thoroughly investigating the cause, was that everything would resolve itself, essentially telling parents to manage independently. GRANGE CENTRE: YOU EXIST TO SERVE PEOPLE, NOT THE REVERSE. Begin treating patients properly, behave like genuine medical professionals, help identify illness causes, and provide appropriate solutions - otherwise, you risk causing more harm.

Frustrating customer service nightmare with endless wait

Scheduling an appointment here is a nightmare. After enduring a lengthy hold, I was informed that I must call during a precise window to book. Absolutely absurd. When I attempted to schedule again today, I was greeted by the all-too-familiar automated message indicating the queue is at capacity, exactly at 2 PM sharp!

Terrible medical experience with scheduling nightmare

Terrible medical procedure. Completely impossible to secure a consultation despite having a referral from the hospital.

Worst healthcare experience ever frustrating and impossible

Scheduling an appointment here is a nightmare. Their phone lines are perpetually jammed, with messages like "unable to take calls" or "you're 17th in the queue". They suggest pressing 8 for a callback, but those never materialize. When you finally manage to connect, there are no same-day slots, and advance booking is impossible. Despite recommending patients book online, no appointments are ever actually available through their website. Absolutely infuriating! 😡