Grove Village Medical Centre
EE
Eccentrick E. one year ago • From Google
Bad
The reception staff have been problematic and appear to show preferential treatment to certain patients, with what seems like differential handling based on background. This is my second concerning experience of this nature at this practice—previously I was so frustrated I nearly attended in person but decided against it. In the most recent situation, my elderly father called early in the morning to arrange appointments for both himself and my mother. He was informed he could only book one appointment per call, despite explaining these were for two different people and that his own appointment concerned a post-operative complication from a procedure just days earlier. He was told to call back separately, but when he did so within minutes, he was informed all available slots had been taken and would need to try again the next day. The following day, he was referred to the emergency department, which resulted in a delayed journey, and he subsequently required a procedure there. What was particularly frustrating was that on that same morning, another person had called and successfully booked two separate appointments for themselves on a single call. The clinical staff provide excellent care and support, but the reception team significantly undermines the practice and does not meet the standard expected in a healthcare setting. This appears to be a fundamental issue with how the team operates rather than a matter requiring additional training.
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