The Grove Medical Practice

Terrible customer service from start to finish

Discourteous, utterly discourteous...

Terrible reception ruins potential medical experience

The physician seems fine, but the front desk staff are incredibly discourteous. I attempted to schedule an appointment for my child, and they insisted on handling everything via telephone. When I called, no one picked up the phone, and when I inquired about this, the receptionist claimed the line was occupied. Their behavior is extremely unprofessional and inefficient.

Exceptional healthcare from compassionate medical professionals

I and my entire family have been long-standing patients at The Grove Medical Practice in Northolt since Dr. Bhatt established the clinic, and throughout all these years, we have consistently experienced nothing but excellent service from every single staff member, including receptionists, doctors, and nurses, whether they work full-time or part-time.

Rude receptionists overshadow caring doctors experience

Whenever I visit this practice, the front desk staff consistently display a lack of courtesy and assistance. Because of this, even though I need ongoing prescription management, I deliberately seek out an alternative general practitioner for more critical health concerns due to the overwhelming frustration. However, to be completely fair, all the physicians I have encountered have been exceptionally competent. They do tend to run behind schedule with patient appointments, but this is reasonable given how demanding and stretched their workload appears to be.

Frustrating healthcare that fails patients repeatedly

I've encountered this persistent problem repeatedly, and the medical professionals remain dismissive. It seems like you must reach a critical point of health deterioration before any meaningful action is taken.

Frustrating wait with no end in sight

Very unsatisfactory experience this morning. I arrived at 09:10 for a 9:15 appointment and the electronic check-in system indicated a 4-minute wait. Initially, everything seemed fine. However, I happened to choose the morning when nearly everyone was running behind schedule. I ultimately gave up at 9:40 (25 minutes past my appointment time) after the receptionist informed me that three patients were still ahead of me. My frustration stems from the fact that had I been aware that the entire staff was running late, I could have contacted my workplace earlier, explained the delay, and enjoyed a coffee elsewhere instead of sitting in your dreary waiting area. As a result, I was forced to cancel to ensure I arrived at work when I had promised my staff. My recommendation? Ensure your electronic system provides accurate updates and remind your employees that during travel disruptions, they should depart home earlier to compensate. This isn't complex rocket science. If I can make the effort to arrive punctually, I expect the same level of professional courtesy in return. And please, don't bother sending me a reminder about my pending blood test, as I'm well aware I cancelled. Save your stamp.

Doctors great but reception staff ruins everything

I've been a patient at this medical practice for nearly a decade, and the doctors have always been exceptional and supportive. However, recently there's been a noticeable shift in the reception area. The new staff members are dramatically different from the previous team - they come across as discourteous, unaccommodating, and lacking basic professional etiquette. While I would enthusiastically rate the medical professionals five stars, the current reception team deserves far less than zero if that were possible.

Great improvement in healthcare experience

The quality of service has significantly improved. It seems they've made changes to their medical staff and front desk operations, as I now receive appointments much more promptly and the personnel are attentive and genuinely interested in listening.

Great medical care with minor appointment challenges

I've discovered that the medical team is generally cordial and supportive. Having been a patient at this practice for around 5 years, I can confidently say the doctors are exceptional, compassionate, and approachable. The receptionists can occasionally come across as slightly brusque, though this is infrequent. I've observed that some patients can be discourteous or even aggressive, which suggests that patient behavior is also a factor worth considering. While the waiting times aren't typically excessive, it's becoming increasingly challenging to secure an appointment within two weeks, and there are difficulties in consistently seeing the same physician. Despite these minor issues, I remain highly content with the overall quality of care at this surgery.

Great local practice with caring doctors

This neighborhood medical center offers excellent amenities and boasts a diverse team of female doctors, which is a definite plus. The staff consistently strikes me as friendly and supportive during my visits.

Terrible reception staff ruin a potentially good practice

I have encountered multiple negative interactions with the reception and administrative staff, and today was the final straw. They are incredibly discourteous, unhelpful, and completely unprofessional when handling sensitive patient communications. The fact that they are the initial point of contact before accessing medical assistance is deeply troubling. I have been misled about information, dismissed when attempting to resolve issues, and consistently interrupted rudely during interactions. The doctors I've seen are wonderfully professional, attentive, and supportive - which makes the front desk's behavior even more disappointing. As an NHS professional myself, I understand workplace challenges and potential job frustrations, but professionalism is non-negotiable. If staff cannot treat each patient with individual respect and care, they should consider alternative employment. This review isn't a mere complaint, but a genuine request for management to critically evaluate their team's performance and invest in comprehensive customer service training. A recent incident perfectly illustrates their unprofessionalism: I was instructed to book a follow-up appointment, and when attempting to do so, was met with aggressive questioning. When I began explaining the context, the staff member abruptly interrupted, declaring they would review my notes independently. This approach was not just rude but a significant privacy violation. Had they allowed me to complete my explanation, the outcome would have been entirely different. As a new patient, I am already considering changing medical practices due to these consistently unacceptable interactions.

Amazing customer service beyond expectations

Top-notch service and exceptional care throughout my entire experience.

Terrible healthcare experience with zero real help

Every single visit I experience the same thing. They simply browse online, relay information found on the internet, and prescribe medication, then instruct me to return after a few months. If the treatment isn't effective, they suggest trying another medication... and this cycle continues endlessly. When my condition deteriorates, they promptly refer me to the hospital, where they'll have me sign paperwork, essentially leaving me to my fate.

Worst purchase ever absolute disappointment

Absolute garbage