Grand Drive Surgery - Ratings and reviews
Reviews
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Review titled Great service
Rated 5 stars out of 5
by Robyn - Posted on 14 December 2023
Have unfortunately had to contact the GP a few times over the past couple of weeks. Every single time they have responded very efficiently with a phone call and then either medication or an appointment. Very happy with the service I’ve received from everyone I have had contact with. The online form system has worked amazingly for me. Thanks very much.
Visited December 2023
Review titled Grand Drive Surgery
Replied on 15 December 2023
Thank you for taking the time to post your feedback. We really appreciate your kind words and will pass on to the staff. Regards Michelle Williamson (Operations Manager )
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Review titled Gone downhill, rapidly.
Rated 1 star out of 5
by Anonymous - Posted on 18 May 2023
Sadly, since introducing their new "online" system for booking appointments, it is now impossible to get one. With the form only being available during surgery hours, this stops anyone who leaves early for work, spends the day at work, and then travels home, with no opportunity to book an appointment unless they have internet access at work. Whilst many people have smartphones and laptops, my job often means I don't have an internet connection at the customer site, so I am being made to wait until I am not at work just to be able to book an appointment. I tried to book an appointment over the phone but the very rude receptionist said I must do this online. When I pointed out that their policy is discriminating against those who do not have online access, the lady was patronising and said "i'll do it for you once this time, but next time you'll have to do it online". This surgery regularly fails to pick up on important clinical findings, only really choosing to select a course of treatment if it involves them prescribing something, or drug pushing as I call it. If you do manage to get an appointment, god help you if you bring more than one thing to the session as you are told off, even though you can't get double appointments. The lack of care and compassion seen in the past months with this surgery is appalling. Unfortunately I became frustrated during an appointment because the doctor dismissed my claims. Everything is "functional" according to them. When I got a little frustrated I was patronised and said I could be referred for counselling. Not fit for purpose anymore this surgery, so will be changing.
Visited May 2023
Review titled Grand Drive Surgery
Replied on 22 May 2023
I am sorry you feel you have received a poor service from the practice it is very difficult to respond to anonymous feedback so please feel free to ring me on 0208 5446926 if you would like to discuss this further Michelle Williamson ( Operations Manager )
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Review titled Booking appointments
Rated 4 stars out of 5
by Anonymous - Posted on 22 March 2023
Grand Drive surgery have provided excellent medical advice and support to me over the years. However... I am currently finding it difficult to book in a Dr's appointment. The surgery seem to have implemented a new booking in system, which means you can't phone up for an appointment (without a long wait on a call queuing system). The system then makes you book online via their website. But when you click on the link, the online booking process is only available during practice hours. When you fill it in it says they will get back to you in 48 hours. I imagine this is an attempt to trim down the number of bookings coming in(?), but it's a very frustrating experience, just to try and book to see a GP. Can this be done in a better way?
Visited March 2023
Review titled Grand Drive Surgery
Replied on 22 May 2023
Thank you for your review and for positive comments. We're sorry you're finding it difficult to book appointments with our new system. Due to unprecedented demand, we have had to change the way we deal with the thousands of calls we receive every week and overall patients are telling us they now prefer our new approach as they are getting a quicker response. If you would like to discuss this further please give me a call on 02085446926 Michelle Williamson ( Operations Manager )
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Review titled Incredibly efficient and helpful
Rated 5 stars out of 5
by Tom Gee - Posted on 09 March 2023
We have 2 daughters under 5 and we have only needed the surgery for them a few times so I can't speak about what the service is like for adults. Every time we have had an illness we have registered the problem either by phone or recently via the web form. A doctor has phoned us back within the hour each time and provided advice. Sometimes we have had to go in others it is a case of monitoring. But it is extremely reassuring to know the system means a doctor will contact you with good advice.
Visited March 2023
Review titled Grand Drive Surgery
Replied on 22 May 2023
Thank you for taking the time to post your feedback. We really appreciate your kind words and will pass on to the staff. Regards Michelle Williamson (Operations Manager )
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Review titled Great Practice
Rated 5 stars out of 5
by Jane Bond - Posted on 10 March 2023
I would just like to say that I have had the best support from the Grand Drive practice. Recently I have spoken to and seen 2 doctors who were kind, understanding and sympathetic to my concerns which consisted of 2 different conditions within a 2 week period. I have come away both times feeling that I have been listened to and not just another statistic. The new booking system works really well and I was impressed with the efficiency when I received a text back after my initial contact via NHS App, to book a face to face appointment with an amount of appointments available. Drs receptionist often get a bad press even though they have a stressful job, but the lady on reception today was kind, patient, and helpful, even though she was really busy and there was a queue waiting (I can imagine that the new booking system has created quite a lot of querys)
Visited March 2023
Review titled Grand Drive Surgery
Replied on 22 May 2023
Thank you for taking the time to post your review and for such positive feedback. We will pass on to the staff. Regards Michelle Williamson (Operations Manager )
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Review titled Excellent Practice
Rated 5 stars out of 5
by Ann Foster - Posted on 14 November 2022
Very professional, caring, listens to all ailments, organises tests to identify problem, good follow-up.
Visited November 2022
Review titled Grand Drive Surgery
Replied on 22 May 2023
Thank you for taking the time to post your review and for such positive feedback. We will pass on to the staff. Regards Michelle Williamson (Operations Manager )
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Review titled Rude and unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2022
You can only book appointment on Friday morning, every time you call in they will say they have no appointment slot free. And the most importantly in a rude way. That is not helpful!
Visited October 2022
Review titled Grand Drive Surgery
Replied on 22 May 2023
Apologies for the late response. I am sorry you feel disappointed in the service you received from us. In order to improve fair access to appointments, we changed to an online triage system in March 2023. Feedback from patients overall is good and patients are receiving a faster response. Please contact me on 02085446926 if you would like to discuss this further. Michelle Williamson ( Operations Manager )