Grove Medical Centre
AM
Aikaterini M. one year ago • From Google
Bad
I have never encountered such an abysmal level of unprofessionalism, discourtesy, and total disregard for patient care as I have at this GP practice. If zero stars were an option, I would select it without hesitation. A few days ago, I urgently needed medical support. I diligently followed the proper procedure by requesting an appointment online, only to be confronted with a dysfunctional form that could exclusively be downloaded as a PDF, rendering electronic submission impossible. When I called the practice the following morning to explain the issue, hoping for a straightforward resolution, I was confronted by an incredibly hostile and dismissive receptionist who demonstrated zero willingness to assist. I was instructed to send my form via text message, which proved impossible as the message would not transmit (and I possess evidence of this). Rather than offering meaningful assistance, they left me struggling with this problem for an additional day. Simultaneously, my insurance provider was awaiting a referral, but due to the practice's incompetence, progress was completely stalled. On the third day, I called again - during work hours, once more - explaining my continued inability to submit the form. The same unhelpful receptionist curtly suggested emailing it but didn't voluntarily provide the email address until I explicitly requested it. Upon sending the email, I immediately followed up with a call to confirm receipt. They assured me they had received it, only for me to later receive an email stating it was in an incorrect format. Why was I not informed earlier? Why did I have to persistently chase them for basic information? Eventually, I was forced to physically visit the GP practice that afternoon. Even in person, the lack of professionalism was astounding. I required assistance with taking my blood pressure, and instead of offering help, the staff member regarded me as a mere inconvenience. Isn't it their fundamental responsibility to guide patients rather than make them feel incompetent? As a final insult, after three days of exhausting back-and-forth, they finally received my details - only to inform me that I must now request an appointment again through their fundamentally broken online system. The inefficiency is utterly incomprehensible. It seems they deliberately design processes to be as challenging as possible. Patients typically approach their GP when already experiencing stress, illness, or urgent medical needs. The complete absence of empathy, respect, and basic competence from this practice is fundamentally unacceptable. Healthcare professionals should provide support and guidance, not leave patients feeling marginalized and disregarded. I rarely compose negative reviews, but this experience transcended unacceptability. If you value your time, mental well-being, and most critically, your health - seek alternatives. This practice should be profoundly ashamed of their treatment of patients.
Violetta L.