The Grove Medical Centre
CS
Chris S. one year ago • From Google
Bad
Could staff please consider the patients' needs? While changes are inevitable, effective communication is crucial for a smooth-running system. I noticed the "Arrive me" check-in machine is now operational after being out of service for years. Previously, healthcare professionals would personally call patients in the waiting room. During a recent Practice Nurse appointment with a friend who drove me (as I'm currently less mobile), we were unaware that patients now need to watch the TV screen for their name. With my back to the screen and my friend unaware of its existence, we missed being called. This lack of communication wastes both healthcare professionals' and patients' time - the nurse had been waiting 10 minutes while we sat in the waiting room for 25 minutes. Simply informing patients about procedural changes would ensure everyone understands expectations. (Previously) While I respect Dr Khan, obtaining an appointment is exhaustingly frustrating. Why employ discourteous reception staff who treat patients disrespectfully? I called to book an appointment for a 10-day chest infection. As a chronic asthmatic, I risk developing bronchitis or pneumonia. My pharmacist recommends antibiotics or steroids. However, the next available appointment is two weeks away, requiring me to call back at 08:00. Nighttime fevers disrupt my sleep, causing oversleeping. This falls far short of the care I anticipated in my later years. Previously: After nearly 40 years with this practice, I'm now apprehensive about remaining. I haven't had a face-to-face GP consultation in over four years. Phone appointments frequently fail, and the 10-minute timeframe prevents comprehensive communication. I'm deeply concerned about receiving inadequate care. Blood test results revealing serious issues were delayed for months. My multiple health conditions aren't being addressed as they once were. These poor practices seem to have emerged since COVID. I'm seriously considering changing practices, fearful that potential missed diagnoses could prove fatal. Their reluctance to conduct in-person consultations, especially when other practices have resumed normal appointments, makes me question my continued loyalty. Additionally, communication challenges persist. Phone appointments connect inconsistently, text messaging is inexplicably blocked, and their diagnostic questionnaire is unhelpful. I feel trapped in a frustrating cycle, growing older and more vulnerable. ADDENDUM. (Previous) While delivering test vials, I discussed my communication difficulties with new reception staff. The young receptionists listened attentively and promptly offered a same-day face-to-face appointment, despite my 25-minute walk. Thank you, Dr Khan, for addressing my health concerns, ordering tests, and making referral appointments. I appreciate the compassionate care and reception staff's consideration. Having an email contact provides reassurance. Grateful thanks to the entire morning staff on Friday, 25th October.
Sandra L.