Grafton Square Surgery

Reception staff gatekeeping access to appropriate care

I was unable to leave a rating higher than 1 star. I seldom write reviews as I recognise that most professionals across all sectors do their best within their constraints. However, my experience here has been notably different. I work in healthcare with more than two decades of experience across various NHS settings. While I am aware of the pressures the NHS faces, what I have encountered at this practice extends well beyond typical systemic challenges. It demonstrates concerning patterns around organisation, patient care approach, and issues relating to safety and how information is communicated. The surgery has a modern appearance and convenient location, yet operates in a way that feels consistently chaotic and dismissive. Administrative and reception staff frequently exceed their responsibilities by questioning medical information they are not trained to evaluate. I have needed to push back on multiple occasions simply to receive appropriate treatment, which has been an exhausting and inappropriate barrier to care. As a younger patient from outside the UK, I have repeatedly felt undervalued, dismissed, and only given proper consideration after I became more assertive—an experience that felt unjust and raised concerns about potential bias. Patient safety has been compromised. I have received incorrect medication amounts, been directed to unsuitable services despite following up repeatedly, and on occasion been offered stronger pain relief without proper clinical assessment or discussion. One clinician acknowledged uncertainty about my care and asked for my input on what should be done next. There are significant gaps in communication, with no consistent care pathway, slow responses, and no follow-up even when matters are urgent. Patients are expected to manage all follow-ups independently, regardless of their condition or circumstances. Due to repeated mismanagement, a health issue that could have been resolved through different intervention may now require major surgery. This outcome might have been prevented with appropriate management and timely response. This is not the standard expected from a GP practice. I hope this feedback prompts reflection and improvements for other patients who may lack the ability to advocate effectively for themselves. --- I was subsequently unable to post an additional review, so I am adding this important clarification: Following my review, the surgery contacted me requesting its removal. I was taken aback. No apology or constructive resolution was offered—only a request to withdraw my feedback. This raises questions about how patient concerns are managed and whether unfavourable reviews are being actively suppressed to protect the practice's rating. It is unsurprising that a practice would have predominantly positive reviews if patients are encouraged to remove critical ones. I have also noted the suggestion to escalate matters to management, which I will pursue. What I did not anticipate was being told by a member of staff that "this does not reflect reality." This response felt dismissive and has deepened my distress about the situation. My review documents genuine, significant concerns that have affected my health and wellbeing. I will not withdraw it because prospective patients are entitled to honest feedback, not a filtered version of events.