The Grange Medical Practice - Ratings and reviews
Reviews
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Review titled Why advertise for new patients?
Rated 1 star out of 5
by Anonymous - Posted on 09 April 2024
Just tried to obtain a doctor's appointment for my partner who is vulnerable and have been told there isn't one available for two weeks. So I ask myself why is the practice advertising on its website for new patients when it cannot adequately provide for its current ones. I phoned today after having left an urgent message for an individual to phone back one week ago, a request that remains currently unanswered. Unacceptable.
Visited April 2024
Review titled The Grange Medical Practice
Replied on 16 April 2024
Dear patient I am sorry to receive your review and to hear your thoughts on our ability to provide services for our patients. We strive to deliver a great patient experience. I would be more than happy to investigate the incident as a complaint, so that I can be assured we have done everything we can to support you. Please contact the surgery to provide some more information so I can review the matter. Kind regards DS
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Review titled Diabolically Rude Call Handlers
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2024
We had a devastating experience thanks to a young call handler. Our child was in serious need of repeat medication following his discharge from hospital. After stressing the urgency if this and having requested this multiple times during the month I was belittled and insulted by the call handler. He viewpoint was that the hospital should have provided adequate supplies. The call was handled in a very immature manner and I myself was directly called rude. Whilst I understand that there are new call handlers at the practice there training seems to be worse than the original call handlers. The conversation was very obstructive & I felt intimidated and talked over. This is not an acceptable experience or service expected by call handlers. They really do need training on how to maturely deal with callers and the level of etiquette required for this inorder to improve a shocking service.
Visited March 2024
Review titled The Grange Medical Practice
Replied on 02 April 2024
Dear patient I am sorry to hear about your recent experience and this is not what I would expect for our patients. Please will you email the Practice with details of when, and from which number you called. This will enable me to retrieve the call recording and provide feedback to those involved. Kind regards DS
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Review titled Disrespectful phone staff!
Rated 1 star out of 5
by Matthew - Posted on 06 March 2024
Phone staff are not polite….especially recently. Yet the behave like they manage the NHS and have jurisdiction to speak to vulnerable patients in unsympathetic and derogatory terms. Last week I called to arrange an appointment and was spoken to like I had committed a crime. I was also told that they were just about to go on lunch and had no time to deal with my query. Instead to call back at a more appropriate time. I was flabbergasted. My mother ended up in A&E but hopefully the phone staff managed to get lunch on time. Surely they must have guidelines that need to be adhered to. As such I will be leaving the practice as I cant deal with a practice who’s phone staff are not compassionate about the job they do and work because they have to. Not for the better good of our community. Many thanks
Visited March 2024
Review titled The Grange Medical Practice
Replied on 02 April 2024
Dear patient I am sorry to hear about your recent experience and this is not what I would expect for our patients. Please will you email the Practice with details of when, and from which number you called. This will enable me to retrieve the call recording and provide feedback to those involved. Kind regards DS
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Review titled Can't make an appointment.
Rated 1 star out of 5
by Anonymous - Posted on 12 March 2024
Can't make an appointment with the reception waited in queue for over 45 Mins to be hung up on. It's impossible to see a doctor.
Visited March 2024
Review titled The Grange Medical Practice
Replied on 02 April 2024
Dear patient I'm sorry you had a 45 minute wait to speak to someone on the telephone. This is not what I would expect for our patients. Our average call waiting time each day is around 3 minutes. Please let us know what date and time you called, along with the number you called from, so I can investigate this formally. Kind regards DS
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Review titled Great Practice Nurses
Rated 5 stars out of 5
by Nasreen Malik - Posted on 15 March 2024
I’m extremely impressed with the expertise, and skills of all the practice nurses I have come across at the surgery. In particular, I’d like express my sincere appreciation for the nurse assigned to me. Her dedication, commitment and willingness to explore all the expertise to help me deal with cancer wound is highly commendable. She deserves highest review rate whether it’s a 5 or 10. I’m extremely indebted to her. It’s people like her who make all the difference in a medical field.
Visited March 2024
Review titled The Grange Medical Practice
Replied on 02 April 2024
Dear Nasreen Thank you for taking the time to leave such a positive review and outstanding 5-star rating. It is really positive to read such appreciation for our Nurses and the difference they make in caring for our patients. Kind regards DS
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Review titled Good practice
Rated 4 stars out of 5
by Egbertstoddart - Posted on 08 March 2024
I am always being looked after.l have been attending for a long time. When l call they always manage to deliver my tablets. However, please note l am elderly l do nig like to be texted about information regarding my health. I prefer someone to call me about any results from tests l have taken.
Visited March 2024
Review titled The Grange Medical Practice
Replied on 02 April 2024
Dear Egbert Thank you for taking the time to leave a review and positive 4-star rating. I'm glad to know we meet your medication needs. Thank you for letting us know about your preferred contact method. We will endeavour to contact you by phone rather than SMS. Kind regards DS
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Review titled Inappropriate Call Handlers
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2024
Having read some of the recent reviews I couldn’t agree more about the attitude of call takers. I have referred back to a patient in January who raised the issue and the Ds replied with the below; “ I am disappointed to see such a blanket review of our reception team and I would ask that you contact the surgery to book an appointment with the Practice Manager to discuss some of the issues you have experienced. I hope we will be able to resolve this dissatisfaction” I am self am extremely disappointed that no lessons have been learnt. This patient was 100% correct in an almost blanket complaint about these call handlers. Almost every time my family and friends have contacted the Gps they are faced with the same level of rudeness from the call staff. Yet nothing has changed. I was spoken to in an unnecessarily uncaring and rude way when requesting a medication change. I am still waiting for my prescription to be rectified 26day on. Please refer back to the numerous patients who have categorically labelled out this staff as “rude” and are met with the same reply from yourselves. Would it not be an idea to train the new staff on appropriate behaviour? This would no doubt improve the service. I couldn’t agree more that there service & attitude is going downhill continuously and they seem to have a superiority over patients seeking help. Please do root out these inappropriate call handlers.
Visited March 2024
Review titled The Grange Medical Practice
Replied on 02 April 2024
Dear patient I am sorry to hear about your recent experience of calling the Practice. Please contact us by phone or email to provide more information about these matters, so that I can investigate thoroughly, retrieve call recordings and provide feedback accordingly. Unfortunately, I am unable to identify particulars through NHS reviews, hence I am unable to investigate these issues without your further cooperation in providing details. Please be assured, any instances of poor customer service are addressed, with further training provided. Kind regards DS
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Review titled Awfull
Rated 1 star out of 5
by EC WORMALD - Posted on 28 March 2024
28/24 I have tried all the links to order Loperamide with no success the link given did not mention ordering prescriptions, I am housebound so cannot get to the surgery. No thought has been given to the disabled or elderley. Or that not everyone can use a computer or has a mobile or may not be able to walk or just get to the surgery.
Visited March 2024
Review titled The Grange Medical Practice
Replied on 02 April 2024
Dear EC Wormald I am sorry to hear about your frustration in ordering your medication. I recall your contact via facebook to request medication, and I responded swiftly to the same to advise this was not the correct channel to order medicaiton. NHS app or Systmonline is available, and patients can also request their nominated pharmacy to request medication. Unable to support you fully through social media conversation, and unable to locate you on our clinical system, I asked that you call the Practice the same day to speak to someone on the phone so we could assist. Please do call the Practice by phone today so we are able to help you. Kind regards DS
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Review titled Good practice
Rated 4 stars out of 5
by Anonymous - Posted on 08 March 2024
I was seen quickly only problem is when I have test done they never let me know results I have to ring to find out
Visited March 2024
Review titled The Grange Medical Practice
Replied on 02 April 2024
Dear patient Thank you for taking the time to leave a review and let us know how quickly you were seen. Our policy is not to inform patients of normal results, and all results are available on the NHS app now. You can view your results on the app, at your convenience, or simply give us a call around 7 days after the test and we'll be happy to inform you of the result and answer any queries. Kind regards DS
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Review titled Great practice, great service
Rated 5 stars out of 5
by Stuart - Posted on 08 March 2024
Great service with patient and pleasant staff with regards to my problem I had with a toe infection. I had to make several visits for them to keep an eye on its progress as well as cleaning and redressing my toe.
Visited March 2024
Review titled The Grange Medical Practice
Replied on 02 April 2024
Dear Stuart Thank you for leaving a review and amazing 5-star review. I'm pleased the team were able to see you repeatedly to keep a close eye on your toe until the issue was resolved. I'm delighted you benefitted from that level of continuity of care. Kind regards DS