The Grove Medical Group

Booking appointments online is frustratingly difficult

I spent several hours attempting to schedule an appointment through the standard booking process, but found it quite challenging. As a result, I considered just visiting the practice in person to book instead, though this inconvenience has made me hesitant about seeking medical care.

Friendly reception made the visit pleasant

Positive

Quick appointment through triage system worked well

I experienced a sore throat that persisted for several weeks and was concerned about my hoarse voice and lack of improvement. After completing the triage process, I was pleased to be offered an appointment the following day, which happened to be a Saturday. I arrived late due to going to the wrong location, but the clinician was accommodating and still managed to see me. The consultation was conducted with genuine kindness and care. I have also found the repeat prescription service to be very efficient. Both my partner and I have had positive experiences with the triage system overall. While I appreciate how healthcare used to operate, I recognise that the current system is managing significant demands.

Surgery doesn't listen to patient concerns properly

This surgery is extremely disappointing. I have made two formal complaints to the practice, and their response was that I should try to see the same clinician at each appointment so they can understand my medical history. However, it is very difficult to secure an appointment with any clinician, let alone the same one repeatedly. My first complaint arose from attending the practice three times for abdominal pain. The first clinician arranged some tests and investigations. The second suggested a diagnosis and prescribed medication for pain relief. The third indicated there was little more that could be done. Days later, I attended A&E where my test results showed significant inflammation, and I was investigated further and diagnosed with a serious bowel condition. I was admitted to hospital for over a week and prepared for a potential surgical procedure, though ultimately this was not needed. It appears the initial test results were not properly reviewed, and the medication prescribed may have worsened my condition. I feel the practice was dismissive, did not listen carefully to my concerns, failed to properly review my records, and focused only on symptom management rather than investigating the underlying cause. My second complaint concerned a cervical screening appointment I requested in 2023 due to experiencing pain. I was turned away because I had not received an invitation letter, despite my records showing my last screening was in 2018. I did not pursue the matter further at that time. When I received an invitation in 2024 and attended, the results were abnormal. I raised a complaint, noting that I had reported pain the previous year but had been refused the screening. I subsequently required hospital treatment. Had this been delayed further, it could have developed into a serious condition. This again demonstrated that the practice does not listen to patient concerns and should have completed the screening when requested, regardless of whether a formal letter had been sent. More recently, the practice removed all my repeat prescriptions because I had not attended an annual health check. This prevented me from ordering essential medications, including a life-saving inhaler and medication for my bowel condition. This practice is significantly underperforming. The errors in my care have been serious and potentially life-threatening. I have now left and will not return.

Reception staff could've been more helpful

The customer service team member was unfortunately rude and unhelpful.

Impossible to book appointments when you need them

I have found the appointment system extremely difficult to navigate, and accessing treatment when needed has been particularly challenging. I experience significant mobility issues that make basic activities like climbing stairs very difficult, and I struggle with dizziness upon waking. When I sought help, the consultation felt dismissive of my concerns. The advice I received about dietary changes and nutritional supplementation did not seem well-tailored to my situation, as the recommendations appeared contradictory to what would actually address the issues I was told I had. I felt that my physical characteristics were not properly assessed before suggestions were made about my weight. I am frustrated about an upcoming blood test, as I worry it will simply confirm what I already know without providing meaningful solutions to how I am feeling.

Receptionists dismissive but some staff still caring

I have been a patient at The Grove since birth. It used to be an excellent practice. However, unfortunately there are very few clinicians left who provide a good standard of care. The receptionists are rude, dismissive and unapologetic. There are only a couple of staff members at the practice who I feel provide good care.

Triage system timing doesn't work for shift workers

The practice is extremely problematic for those working unsociable hours, as the appointment booking system operates only during limited times that coincide with when many shift workers are sleeping, making it nearly impossible to secure an appointment. Edit: Currently waiting for the booking system to become available following the midday break. It is now mid-afternoon and access remains unavailable, which is frustrating for those trying to book outside standard working hours.

Prescription changed without proper assessment or consultation

I submitted an online form expressing concern about swelling in my lower limbs that developed after my blood pressure medication dosage was increased prior to my knee operation, as my blood pressure readings had gone up. The clinician I consulted suggested this might be linked to anxiety related to the upcoming procedure. Since I had reduced the medication back to its previous level, I felt it was important to understand what had caused these symptoms. I subsequently received a telephone consultation from a healthcare professional I had not previously seen, who altered my prescription without conducting an in-person assessment or checking my blood pressure. They instructed me to arrange an appointment with the nursing team for a fortnight later, mentioning that the alternative medication requires monitoring due to potential effects on kidney health. I am disappointed with this approach and feel my concerns have not been adequately addressed.

Nurses were caring but doctors dismissed my concerns

I attended this practice for approximately three to four years before relocating. During my time there, the nursing staff who carried out routine procedures such as blood tests and cervical screening were generally very pleasant and demonstrated genuine care. They also handled mental health matters reasonably well. However, my experience with most of the doctors I consulted regarding my female health concerns was quite different. I found them to be dismissive and unhelpful when discussing my physical symptoms. One appointment particularly stands out, where I was told my situation was "too complicated for GP level care." Throughout my time at the practice, I felt that hormonal contraception was repeatedly suggested as a catch-all solution to my symptoms and ongoing pelvic discomfort, which persisted for several years. Despite explaining that I had already tried various formulations without success, I struggled significantly to obtain specialist referrals and felt unheard in many consultations, leaving appointments feeling undervalued and frustrated. I also experienced concerning side effects including severe abdominal pain and unexpected bleeding, which were not taken seriously. The suggested responses to these issues were often generic advice about lifestyle changes or over-the-counter pain relief, rather than proper investigation of my severe symptoms. The practice would benefit from greater attention to women's health care, particularly in terms of updating clinical approaches and demonstrating more empathy towards patients' concerns.

Pleasantly surprised by the new practice

After being a patient at my previous practice for over 30 years, I was reluctant to make a change. Nevertheless, I have been very satisfied with the care and service I have experienced at this practice.

New patient welcomed with genuine patience

Excellent GP practice. As a new patient, I genuinely cannot speak highly enough of this practice. The entire team has been incredibly supportive and accommodating. I'm truly appreciative of their understanding and patience during my time here. I'm very grateful for everything they've done.

Reception and doctors don't communicate well

There appears to be a significant lack of communication between the front desk and clinical staff regarding information sharing and coordination. Scheduling appointments and obtaining updates on previous consultations proved to be challenging.

Caring practice that listens and responds well

An efficient and caring medical practice. I have just had an appointment with one of the practice nurses. She was sensitive, informative and efficient. This typifies my experience of this practice over 25 years as a patient.

Repeat prescription requests keep getting lost

The clinical staff members have been helpful and approachable. I haven't needed to arrange many appointments, but the ones I have scheduled have gone smoothly, though I find it frustrating that I'm given fixed appointment slots that I sometimes need to adjust around my work commitments. My main concern relates to managing my repeat prescriptions. One medication has been removed from my records, and this is now the third occasion within approximately four months that I've had to submit my request multiple times. When I first request a prescription—whether through the phone line or online—my request appears to go unaddressed. On this latest occasion, it's been over a week since my initial request and I've now run out of medication. I allowed the surgery a reasonable timeframe to process it, but I've had to follow up twice more and am now waiting to see if it's resolved within the next day. It shouldn't be this challenging to obtain a repeat prescription for medication I've been taking consistently for years without these issues occurring before.

Triage system filters make booking unnecessarily difficult

I have appreciated many years of excellent medical care at this practice for both my family and myself. However, I find the appointment booking system inconsistent and disappointing. Over the past year, when I have needed to book two appointments, I have struggled to navigate the system successfully on numerous occasions before eventually managing to complete the booking. I felt it was important to share this feedback as I was told by reception staff that all patients were using the system without difficulty, which has not matched my own experience. Despite these booking challenges, the actual clinical care I have received remains of a high standard.

Website booking works but never see same doctor

I registered myself and my two children with this practice. Whenever I book an appointment through their website, I seem to see a different clinician each time, and I haven't had continuity of care with the same doctor over the past couple of years. We have decided to switch to a different GP practice as we feel this one has not met our expectations.

Receptionist helped when website didn't work

I expressed my preference not to use the website to the receptionist, and she kindly went through the questions with me over the phone instead. I was informed that a clinician would review the information I had provided and contact me to advise whether an appointment would be necessary. Approximately thirty minutes later, I received a text message containing only a link to schedule my appointment. My appointment is scheduled for two weeks from that point. I feel the practice has experienced a decline in standards over time.

Phone booking removed, receptionist unhelpful

I have been a patient at this practice for over 30 years and have always found it straightforward to arrange appointments until now. I contacted the surgery today regarding a respiratory infection and hoped to have a brief consultation to obtain medication. I was informed that telephone appointments are no longer available and that I must complete an online form for the doctor to assess whether an appointment is appropriate and when it might be scheduled. Additionally, the receptionist's manner came across as dismissive, suggesting I should have been aware of this change, which has apparently been in place for approximately eighteen months. I regret that I am not frequently unwell enough to have kept up with procedural updates. This practice was once somewhere I felt confident recommending, and I had built a long-standing relationship with my healthcare provider. However, the service has deteriorated noticeably over recent times, and I have decided that I will be seeking care elsewhere. It is concerning that when accessing routine GP appointments has become this difficult, it is little wonder that emergency departments face such extended waiting times.

Felt listened to and put at ease

I had an appointment with a clinician at the practice. What a good doctor, providing excellent service and demonstrating considerable knowledge. The clinician was very friendly, went through my concerns thoroughly, and made me feel relaxed and comfortable throughout the consultation. A valuable member of the team at the practice.