The Grove Medical Group

Impossible to book an appointment here

Unable to secure an appointment, which has made me consider switching practices.

Phone lines impossible to get through on

This practice was once excellent, but following their service changes, the experience has deteriorated significantly. Getting through by telephone has become extremely difficult, with callers often left on hold for extended periods. On busy days, automated messages indicate they cannot accept further enquiries, which seems contradictory given their stated openness to new registrations. Even when contact is established with a staff member, securing an appointment remains problematic. The process now requires completing an online form, receiving a text with a website link, and independently booking through their system—essentially removing direct human assistance. The practice suggests this streamlines things for patients, yet the reality feels quite different. Upon accessing the online booking portal, appointments frequently show as unavailable for the next two to three weeks. Navigating this practice has become genuinely frustrating, and the overall standard of care appears to have declined noticeably. The experience is deeply disappointing. While I personally have reasonable technology skills, many patients do not possess this capability. I question how less confident individuals manage this system, given how time-intensive and cumbersome it is. The personal element of care seems to have vanished, with the practice seemingly reluctant to offer face-to-face consultations. The organisation appears determined to minimise in-person appointments, instead requiring patients to self-manage online, maintain digital literacy, and conduct all interactions electronically. If this represents modern progress in healthcare, it raises serious concerns.

Unhelpful and completely wasted my time

Completely unhelpful and not a worthwhile experience.

Triage system makes booking appointments unnecessarily difficult

The current appointment booking system presents significant challenges for scheduling consultations. For instance, I submitted a request for what I considered an urgent appointment but received notification that a response could take up to two working days. This led me to attend an alternative healthcare facility, which ultimately proved to be the appropriate choice. During that visit, I was subsequently offered an appointment later that same day, which I declined, though ideally this should have been available sooner. I believe the inability to speak directly with someone makes it difficult to communicate the urgency or seriousness of a health concern, which may result in increased pressure on walk-in services and hospital departments. Additionally, conditions similar to mine could have developed serious complications if left unaddressed. When I attempted to book a follow-up appointment this morning, the system appeared to be either unavailable or at capacity, preventing me from submitting a new request. I would encourage the practice to address these operational issues, as it is otherwise a very good facility. I wanted to provide an update to my previous feedback. When I tried to book a routine appointment today, the only available slots with my preferred clinicians were more than a month away. I previously recommended this practice to others, but the new booking system has significantly impacted what was previously a well-functioning service. I am now considering switching to an alternative surgery.

Quick callback put me at ease

I have had difficult experiences with some of the clinicians at the practice, which has made me anxious about discussing health concerns with them, but I needed to reach out today. I was fortunate to speak with a clinician who called me and made me feel genuinely reassured. They were very professional and demonstrated real care for my wellbeing, which has significantly restored my confidence in the practice. The practice operates a triage system where appointments must be requested through their online platform. I was pleased to receive a call back relatively promptly regarding my concern. The nursing staff deserve particular praise as well. Although they often appear to be working with limited resources, they are consistently warm and attentive during every visit.

Booking system here is genuinely efficient

I'm relatively new to this practice and have found the appointment booking system and initial assessment process to be notably more efficient than what I've experienced at other GP surgeries. When I needed to be seen following a recommendation to contact my GP, the practice arranged an appointment for me within an hour of my request being submitted. Every member of staff I've interacted with has been approachable and provided clear information throughout my visits.

Helpful staff who actually listen and follow up

I am currently receiving care for a back injury. I have been contacted through phone or in-person appointments as needed. I find the clinical staff very helpful and supportive. The reception team are equally as good, particularly two members of staff who have been especially attentive. They will know who I mean😊

Long-term patient finds practice well organised

Have been attending this practice for many years along with my spouse. The practice is well organised with a capable and friendly team.

Difficult to book appointments and long waits

Extended wait times were experienced, and securing appointments proved challenging. The facility lacks on-site parking availability.

Receptionists dismiss concerns before seeing a doctor

I have been a patient at this practice for many years. While it was once a reliable service, my recent experiences have been disappointing. The reception staff seem to make judgements beyond their role, questioning whether my concerns are genuine. When I contacted the practice about mental health support, I was asked whether the issue might be psychological rather than being offered appropriate help. Similarly, when reporting frequent headaches and significant pain—issues I have previously required hospital care for—I was questioned about the severity and told that experiencing regular pain means I should manage it myself. I have been redirected to walk-in centres or accident and emergency departments on multiple occasions rather than being seen at the practice. On one occasion, I was informed by a clinician that they did not typically handle certain health concerns and suggested I rebook with a different clinician instead. This resulted in extended waiting times, with gaps of several weeks between appointments.

Long wait times for phone appointment requests

The appointment availability at this practice is frustratingly limited. Even well after the pandemic period, obtaining a telephone consultation slot requires waiting approximately two weeks, particularly when seeking to arrange further investigations following a hospital referral.

Reception staff answer phones quickly and helpfully

I have consistently found this medical practice to be excellent and would gladly recommend it to others. My family has been registered here for more than a decade, and throughout this time the standard of care has been outstanding. Whenever we have required appointments, we have been able to obtain them without difficulty, and every member of the team has demonstrated both helpfulness and compassion. The reception team in particular deserves recognition for their efficiency in handling calls and their consistently supportive approach. We feel equally confident attending appointments with any of the clinical staff, as our interactions across the board have been positive and professional. The administrative processes in place function effectively, and the follow-up care provided is consistently reassuring. I am genuinely grateful to everyone at the practice for the excellent service they provide.

Quick response to e-consult concerns

I have been very impressed with the care myself and my family have received at this surgery. Last week I submitted an online consultation regarding a concern I had about my child. We received a telephone call the following morning and were able to secure an appointment the same day. The clinician was lovely - took time to listen carefully and was very kind. We then had blood tests just a few days later with a supportive healthcare professional who made considerable effort to ensure my child felt comfortable and reassured. Thank you

Hard to reach but worth the wait

The service quality is satisfactory when you manage to make contact with someone. My concern is around the lengthy wait times and the fact that receptionists nowadays seem to be taking on roles that should be handled by clinically trained staff.

Helpful staff made us feel genuinely valued

I have been a patient at this practice for approximately eighteen years since childhood and would not consider changing surgeries. The clinical team are excellent, and I feel comfortable being seen by any of the practitioners, all of whom demonstrate professionalism and helpfulness. One clinician particularly impressed me by making themselves available to see my young child outside of their scheduled break time, which was greatly valued. The medical staff are consistently outstanding. The reception team are equally pleasant and welcoming, with particular praise for their courtesy and willingness to assist. The practice demonstrates genuine skill in managing appointments for young children and infants. My grandparents also hold this practice in high regard and are equally satisfied with their care here.

Practice struggling with appointment availability and admin delays

I'm disappointed with the service at this practice. When I called at opening time to request a same-day appointment for my child, I was informed that no slots were available. When I asked about the following day, I was again told there were no appointments and was directed to alternative services elsewhere. Additionally, I submitted a form requiring a referral that should have taken minimal time to process. I was given an estimate of up to a month for completion. Well over that timeframe has now passed and I still haven't received the completed form. There has been no communication or follow-up from the practice during this period. I'm quite frustrated with the overall standard of care I've experienced.

Efficient practice that listens and cares

I consider this Practice to be well-organised, welcoming, responsive and compassionate. I would strongly suggest it to others.

Hard to book appointments at this practice

It's difficult to secure an appointment as the practice appears to be quite busy. The team members are pleasant and helpful.

Long wait for appointment, limited knowledge

Following a two-week wait to be seen, I was informed during my appointment that the healthcare professional seemed unaware of a particular treatment option for my condition and asked me to report back if it proved effective so he could share this information with other patients. I subsequently discovered that the prescribed medication was also available to purchase without a prescription. The standard of care appears to have declined significantly from what this practice once provided.

Appointment made but left feeling unsupported

I attended an appointment with a clinician as my usual healthcare provider had no available slots. I had booked the visit because I have been struggling with my mental health and finding it difficult to cope. I enquired about the possibility of receiving support through additional services such as a support worker or befriender. The clinician indicated they were unable to assist with this and suggested I would need to access support through other channels. They subsequently arranged a follow-up appointment with themselves. However, I felt quite distressed by this interaction and have since cancelled the follow-up appointment, preferring to wait until my regular healthcare provider has availability. I am currently dealing with several challenging situations and am struggling to manage.