The Statham Grove Surgery

Unhelpful receptionists ruin an otherwise great practice

It's truly disheartening that outstanding medical professionals and healthcare workers are undermined by the abysmal and utterly unacceptable attitude of these front desk staff. When they're not being downright discourteous, they're demonstrating omplete indifference. I firmly believe that individuals working in public-facing roles, particularly in such a critical service as general practice, should at least attempt to display basic human decency towards those seeking help. Consider the challenge of navigating these patronizing and irresponsible gatekeepers when dealing with genuine health issues or mental health concerns. My advice: steer clear of the receptionists at all possible costs!

Friendly service from a busy medical professional

Matthew demonstrated exceptional courtesy, especially given the typically hectic environment where staff can often seem rushed or brusque (which seems standard for medical practices). It was genuinely pleasant to experience such a welcoming approach.

Terrible service and zero patient respect

The medical practice desperately requires staff retraining in fundamental professionalism and patient respect. After waiting two weeks without any communication, I called to inquire about my blood test results. The abrasive receptionist was unable to locate the information and, displaying zero patience, suggested I hang up if I didn't want to wait. Seriously?! When I requested an apology for her inappropriate comment, she accused me of being rude first and then abruptly ended the call. This unprofessional conduct is not a one-time occurrence. In-person visits are consistently characterized by hostile demeanors and an unwelcoming atmosphere, treating patients like inconveniences rather than the very purpose of their existence. I will be transferring to another healthcare provider, but this facility urgently needs comprehensive training in effective communication, empathy, and basic interpersonal courtesy.

Frustrating online booking system with zero flexibility

The administrative management at this medical practice is absolutely terrible. What's the purpose of having an online appointment booking system if patients are restricted from using it outside of standard business hours or during weekends? It's completely useless! Regarding Statham Grove's response - Your explanation about 'patient safety' is strictly a Statham Grove internal policy, not a broader NHS directive. There's definitely room for improvement here. The NHS does not have a nationwide regulation preventing patients from booking GP appointments online when surgeries are closed. Many other practices already permit this. NHS England's online services actually enable patients to submit appointment requests at any time, with the system holding the request until the surgery reopens. How does this benefit patients? It's beneficial because it allows people to schedule appointments without having to find time during their work hours!

Terrible customer service at medical practice

The front desk staff have serious attitude problems. I attempted to contact the medical office and was forced to endure their endless automated phone menu, which seemed to drag on interminably. Eventually reaching a live person, she abruptly terminated our call mid-conversation. Calling back and again navigating their tedious voice system, another representative answered with a clearly dismissive demeanor. Her tone was immediately confrontational, and when I tried to explain my query, she rudely interrupted me. I was struck by how devastating this could be for someone struggling with mental health - such unprofessional communication could potentially push a vulnerable patient over the edge. Doctors are nice though

Amazing training that exceeded my expectations

An absolutely top-notch training session that sets the gold standard for professional development.

Frustrating delays and poor communication at surgery

After relocating, I signed up with Statham Grove medical practice. Booking an appointment was straightforward, securing a slot within three days of my initial inquiry. However, my 9:45 appointment quickly devolved into a 45-minute wait. When I approached the receptionist about potential rescheduling, she confirmed no doctor would be available until the afternoon. A heads-up about this earlier would have saved considerable time and frustration. I rebooked for a few days later at 10:30, only to be informed the day prior that the appointment needed shifting to 11:45. I juggled my schedule to accommodate this urgent medical need. Now, I'm sitting in an empty waiting room, 25 minutes past the scheduled time, with absolutely no clarity on when I'll actually see a physician. In my view, transparent communication is the simplest solution to prevent patient irritation. My advice? Just keep patients informed about delays and scheduling changes.

Exceptional care that truly makes a difference

This medical facility truly stands out in patient care. The physicians consistently demonstrate remarkable dedication, offering compassionate and considerate treatment. I feel incredibly fortunate to have found such an outstanding local general practice for my healthcare needs.

Absurdly long wait times destroy healthcare experience

A persistent 16-week delay for scheduling a preliminary medical consultation, regardless of which physician you're hoping to see, is absolutely unacceptable.

Exceptional care from a life-saving surgical team

This surgical experience was exceptional. I primarily interacted with Dr. Sayer, who has been absolutely crucial to my care, and I found all the medical professionals involved to be incredibly supportive and kind. My sincere appreciation to the entire team

Amazing doctor and staff at local clinic

I just had my initial consultation at this medical practice, and I'm thoroughly delighted with the entire experience. Dr. David Thomas, in particular, stood out as an exceptional healthcare provider - he was incredibly kind, attentive to my every concern, and took the time to provide crystal-clear explanations about everything.

Best doctor ever compassionate and truly caring

I had an absolutely wonderful experience with Dr. Melissa Sayer during my recent medical consultation. She demonstrated exceptional compassion and warmth, truly standing out as the most empathetic healthcare professional I've ever encountered. I cannot emphasize enough how much I would endorse her to anyone seeking a genuinely caring physician.

Compassionate care when you need it most

Despite the challenges of rising patient numbers that likely affect all general practices, the physicians at this clinic stand out for their attentive approach and unhurried consultations. When I required urgent medical attention, most other practices would have simply redirected me to the emergency department. However, Statham Grove went above and beyond, carefully exploring alternatives that prevented me from enduring a lengthy and potentially unnecessary wait in the crowded A&E.

Mixed experience with amazing doctors and terrible staff

The medical staff here, doctors and nurses alike, are truly exceptional. However, they are completely undermined by the reception team's consistently poor attitude. It's baffling how individuals with such a lack of compassion are employed in a healthcare setting, where patients are already experiencing significant emotional and physical stress. If these staff members are so discontented with their roles, they should seriously consider resigning for everyone's benefit. I've repeatedly experienced interactions with discourteous and impatient receptionists, and today's incident was the final straw. I simply wanted to secure a consultation before the weekend. Had they explained the lack of available slots politely, I would have been understanding. Instead, they made me feel responsible for being ill while six months pregnant, treating my medical needs as an inconvenience. Their dismissive approach is unacceptable, especially considering they are paid to provide a service. My faith in the NHS is rapidly diminishing.

Excellent care and compassion at medical center

Exceptional care and attention from the medical staff. The nurses and doctors were outstanding, and I'm thoroughly satisfied with all the treatment I received.

Quick and comprehensive health care experience

Quick and efficient service with a wide variety of health stations. I managed to get my flu shot, have my blood pressure checked, and receive the COVID vaccine. They even scheduled my asthma follow-up appointment. It's fantastic to accomplish everything in a single visit, avoiding the need to take time away from my job.

Fantastic service from friendly dental staff

Promptly assisted and greeted by two incredibly welcoming staff members, just like the warm reception Paul and I always receive here.

Friendly staff made my medical visit pleasant

Exceptional visit to the medical facility, thoroughly satisfied with the overall service and care provided.

Terrible healthcare service with endless frustration

This is an absolute nightmare of a healthcare system. Everyone appears welcoming initially, but the moment you require actual assistance or they've made an error, their true colors emerge - becoming defensive and unhelpful. Let me share one specific scenario I just experienced with my supposedly professional doctor. It's incredibly ironic how doctors claim they're committed to helping patients, but here's my real-world experience. I've been languishing on the ADHD waiting list for two years. Previously, I was already waiting 18 months in another borough, and upon moving, I had to re-register - inconvenient but somewhat understandable. The doctors were fully aware of my prior waiting period and current situation. I even invested significant money in a private ADHD assessment to potentially expedite the process. After spending thousands and conclusively proving my diagnosis, they still insisted I complete their referral to remain in their system. I was then scheduled for an appointment - after a year-long wait - at an anxiety clinic, where I was explicitly told they would review both my ADHD and anxiety. Shockingly, this wasn't the case. When I questioned the anxiety specialist about the ADHD review, he claimed my original doctor should have clarified this - which they hadn't. Despite repeatedly following up about the ADHD waiting list, I received nothing but vague promises. Ultimately, the anxiety specialist failed to conduct a comprehensive review, disregarding both my and my original doctor's expectations. To make matters worse, I've discovered I'm still technically on the previous borough's waiting list, despite now living and being registered in Hackney. I'm essentially being forced to start the waiting process from scratch after nearly four years. What an absolutely ridiculous system. Don't be deceived by their smooth talk - actions truly reveal their incompetence.

Worst medical office experience ever

Extremely discourteous staff member. Following my medical appointment, the doctor indicated my X-ray would be evaluated shortly. However, the representative on the phone claimed it could potentially drag on for months and insisted I must be patient. The level of customer service was absolutely unacceptable and infuriating.