The Grove Medical Practice
MA
Monty A. 10 years ago • From Google
Bad
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.
Sophie-ella B.