Belgrave Medical Centre - Ratings and reviews
Reviews
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Review titled Unprofessional Rude Behavior at the GP Surgery
Rated 1 star out of 5
by Anonymous - Posted on 19 January 2024
I want to express my deep concern and dissatisfaction with the unprofessional conduct exhibited by the receptionist at your GP surgery. The receptionist, whom I believe plays a crucial role in maintaining a positive and respectful atmosphere at the surgery, displayed condescending and rude behavior during a phone interaction. After the doctor called at a time different from the scheduled appointment, I politely requested another appointment. Instead of addressing the matter professionally, the receptionist responded with hostility, hanging up the phone on me. Upon calling back to address the abrupt disconnection, I was met with further disrespect. The receptionist not only shouted at me but also insisted on patronizingly asserting how busy she was, using it as an excuse for her unprofessional conduct. The call concluded with a dismissive "bye" before she hung up again. I must emphasize that this is not an isolated incident. I have previously tolerated such behavior, but the recent episode was particularly disturbing and unacceptable. As patients, we are expected to respect the GP surgery staff, and I firmly believe that this expectation should be reciprocated. The unprofessional conduct of your receptionist reflects poorly on the entire practice, and it is with regret that I have decided to leave the surgery. I feel compelled to share my experience and strongly advise others against registering at this facility due to the unacceptable behavior exhibited by the staff. I trust that you will take this complaint seriously and address the issues at hand to ensure a more respectful and patient-centric environment at your surgery.
Visited January 2024
Belgrave Medical Centre has not yet replied.
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Review titled Great doctors, amazing nurse but rude reception staff
Rated 4 stars out of 5
by Munish Chopra - Posted on 24 May 2023
I have been with the practice for over ten years. I would give 5 stars to the doctors and nurses. But not one star to the reception staff. This is not a recent issue but was the case well before the pandemic. My most recent gripe is that when the nurse or doctor has asked you to make an in-person appointment why shout at me on the phone?
Visited May 2023
Review titled Belgrave Medical Centre
Replied on 26 September 2023
Thank you for your feedback. I'm sorry you feel like this and I will address this matter with all the staff at the practice and we can improve our services as a whole. Kind regards Management at Belgrave Medical Centre
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 30 January 2023
Very efficient surgery - I would highly recommend. Never had any issues whatsoever, staff friendly and lovely and clean reception.
Visited December 2022
Review titled Belgrave Medical Centre
Replied on 26 September 2023
Thank you for your response. I will pass this information onto the staff at the practice and inform them of your compliments. Kind regards Management at Belgrave Medical Centre
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Review titled Stitches removal with un- aseptic technique
Rated 2 stars out of 5
by Anonymous - Posted on 24 November 2022
I had called the surgery for stitches removal by the nurse. I tried to guide her as I am a nurse myself . She wasn't having it and ended calling her colleague who agreed with my initial suggestions. They were dissolvable stitches and only the hanging stitches needed to be cut out . Shocking she was quick to take non-sterile scissors out of her pocket and using non-sterile gloves quickly cut out the stitches. The schools of nursing has taught us to use aseptic techniques with surgical wounds and a sterile field needs to be prepared. I have diabetes and has caught sepsis twice. All these has been recorded in my notes and deemed as a high risk patient. Meaning necessary precautions needs to be taken in place . The nurse in questions cannot be advised otherwise , last visit with my diabetes annual was a complete waste of time ( read my reviews) . Kindly intervene as I discussed with her senior nurse in her presence.
Visited November 2022
Review titled Belgrave Medical Centre
Replied on 24 November 2022
Thank you for your feedback. I can only reiterate that as a Practice we are extremely disappointed that your recent experience of our practice has fallen short of the service that we strive to provide to all our patients and pride ourselves upon and wish to apologise for the anguish that this has caused you. As a practice will investigate this matter within our clinical meeting.
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Review titled Useless
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2022
I have tried to see a GP as I have an infection in my hand that needs treatment. I am 33 weeks pregnant so infection needs to be dealt with quickly. I was offered a phone appointment in 6 days time. This was clearly not acceptable and having seen a GP since at a walk in urgent care clinic I was advised that if I had not had antibiotics for another 6 days I would likely have needed to be admitted and given an IV. Prior to this I also recently had an appointment cancelled via text with no explanation, only hours before I was due to attend. The reception staff are 'computer says no' and the service is far from adequate. With a new baby on the way my hospital midwife has advised me (off the record) to find a new practise based on my experience recently.
Visited October 2022
Review titled Belgrave Medical Centre
Replied on 26 September 2023
To whom this may concern, thank you for your feedback. I want to clarify that this will not happen again and we now have a system call PATCH's which can be accessed via the practice website. Kind regards Belgrave Medical Centre
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Review titled Doctors are great, reception staff are not!
Rated 2 stars out of 5
by Anonymous - Posted on 30 June 2022
I have been registered at this practice for years, and I can't say I've ever had a pleasant interaction with the receptionists. It has gotten to the point where I'm afraid to call because I am worried they will be nasty, condescending, or rude. I have even cried after coming off the phone with them before. Occasionally you can make it through booking an appointment without being left feeling like you were just told off/talked down to, but I wouldn't describe those experiences as 'pleasant'. Once I was asked brusquely why I was making an appointment so soon after being seen, and asked "is it *actually* important". When I explained I had been told to follow up by the doctor, there was a long sigh as if I was a major inconvenience, and then: 'Fine! What's your date of birth?!' After getting fed-up of 5min. pointless phone calls, I asked if there was any way to see a doctor in person. I was told to explain why, and then: "No you can't make an appointment for that, just speak to my colleague", and was promptly transferred to someone (no idea who) to explain my issue. I didn't know a receptionist could say no to making an appointment when I had a clear medical reason. Maybe if they had explained what the problem with my request was, or was more patient in the way they spoke, I wouldn't have felt so put-out. I can't put my finger on what the exact issue is, just that as a medical receptionist I imagine you should not make sick/vulnerable/potentially anxious people feel belittled or ashamed to call their healthcare provider. But both I and my flatmate, who is also registered here, feel this way whenever we speak to the reception team. You are also made to feel like you've inconvenienced them/asked them the biggest favour, when simply booking an appointment. I understand that the NHS is under stress, and it must be a demanding job, but as it is a customer service role I think basic people skills should be a given. The doctors, when you can see them, are great and professional. The main nurse is lovely. I just wish the front-of-house team didn't make me dread dealing with my GP.
Visited June 2022
Review titled Belgrave Medical Centre
Replied on 26 September 2023
Thank you for your feedback. I want to apologise that you feel like this, we want to make improvements to the practice and feedback like this is very helpful and we want to make sure we improve in the future.