Grove House Practice
St. Pauls Health Centre, High Street, Runcorn, Cheshire, WA7 1ABContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Awful customer service
Rated 2 stars out of 5
by Phil king - Posted on 14 March 2024
My wife called to ask why my monthly medication order had been cancelled, she spoke to a male member of staff who was rude and just said can’t discuss it with you… she just wanted to order my monthly heart and diabetes medication but didn’t want to know any medical or personal information so wasn’t breaking any gdpr rules, I suggest this staff member attends some customer service training and gets som manners!
Visited March 2024
Review titled Grove House Practice
Replied on 25 April 2024
Dear Mr King May I apologise for the service you have received. If you haven’t done so already please can I ask that you raise a complaint through our patient.comments@gp-N81066.nhs.uk mail box providing detail of the call and a member of the management team will respond. This is not the stand we aim to deliver and I hope that the gentleman you spoke to can be identified so we can help him with training – all calls are recorded for training purpose so if you can provide date and number called form we can use this in training. Kind regards Joanne Business Manager
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Review titled Very helpful
Rated 4 stars out of 5
by Jane - Posted on 07 March 2024
The receptionist was extremly helpful friendly and professional from booking my twp daughters appointments today and also with help after the appointment with follow-up questions regarding my daughters prescription.
Visited March 2024
Review titled Grove House Practice
Replied on 25 April 2024
Dear Jane Thank you for your review and kind words. I am glad we were able to help Kind regards Joanne Business Manager
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Review titled Excellent service
Rated 5 stars out of 5
by K hughes - Posted on 19 March 2024
Nice staff who care when they are run off there feet.But not there fault just the amount of people they have to look after
Visited March 2024
Review titled Grove House Practice
Replied on 25 April 2024
Dear K Hughes Thank you greatly for your review and you are right, primary care has need seen such high demand (that is a national picture) but we endeavour to do our best. Kind Regards Joanne
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Review titled Excellent Practice
Rated 5 stars out of 5
by Anonymous - Posted on 05 March 2024
My recent experience at reception was excellent. My enquiries were dealt with promptly and efficiently.
Visited March 2024
Review titled Grove House Practice
Replied on 25 April 2024
Dear Patient Thank you for taking time to give a review of your experience . This is much appreciated Kind regards Joanne Business Manager
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Review titled Badly run practice with rude incompetent staff
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2023
Badly run Health practice which is lacking in any patient centred care, reception staff need training on how to deal with people they are rude and unhelpful, it's a great example of how badly the NHS is being managed and why the NHS is failing. Avoid.
Visited October 2023
Review titled Grove House Practice
Replied on 02 November 2023
Dear Anonymous patient I'm sorry we have not been able to serve you well and you have had a bad experience. All our receptionist (now know as Care Navigators) are trained to handle all types of queries. They try to help 100s of patients everyday and often experience difficult conversations but they will always try to help. I have over the last couple of months received many compliments about the reception team so this was a surprise to read. I would be happy to investigate this further with you if you wish to email the details of your complaint. Details can be found on our website www.grovehouse.co.uk
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Review titled Dissatisfied
Rated 2 stars out of 5
by Griffith's Molyneux - Posted on 16 October 2023
I tried to make an appointment with my Dr today because I have a stomach complaint, was sent a text with an appointment at 08.15 am but with a nurse not a Dr. I rang up to say appointment was to early and I couldn't get there at that time, and I wanted to see a Dr not a nurse. I was then given another appointment but 15 minutes later yet again with a nurse, I said I wanted to see a Dr not a nurse. I was then given a Gp extra appointment for 19.15 pm at the end of the month, I am 84 years of age never ever have a medication review or a even an appointment to see how I am doing. I find that Grove House surgery is very poor. What are the Dr's doing at Grove House? Very poor service.
Visited October 2023
Review titled Grove House Practice
Replied on 02 November 2023
Dear Mr Molyneaux I sorry you have had such a poor experience and frustrated by this. We all want to help and serve all patients. To explain our clinical team has widened and our Advanced Nurse Practitioners will do initial assessments of complaints. They can examine, prescribe, order blood tests and make referrals, including escalating your symptoms to a gp should that be needed at that stage. Most often, initial assessment and ordering of investigations is required. I appreciate and understand your frustration but we are trying to prioritise the extremely high demand with the resources we have available. I would be more than happy to call you should you wish to discuss this concern further
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Review titled A good move
Rated 5 stars out of 5
by Anonymous - Posted on 14 November 2023
Both myself and my husband have had to change GPs, due to postcode area, even though we are in Sutton Park and closer to Frodsham. At first, after 25 years, we were devastated, but in reflection it’s been for the best. We cannot praise the Reception ladies enough. They give everyone a warm welcome, not just on the phones, but also when you arrive at the desk. It can’t be an easy job, you’re doing your best to fit In requested appointments, listen patiently and do your best to help.
Visited October 2023
Review titled Grove House Practice
Replied on 14 November 2023
Thank you for your thoughtful, kind words. I must admit the care navigation job is not an easy one but the team really do try their best to help each patient, listening to their concerns and treating each patient individually with attention and respect. I'll share your review with the team they will be really pleased, its so rewarding to hear positive comments Joanne Business Manager
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Review titled Fabulous Practice
Rated 5 stars out of 5
by Anonymous - Posted on 14 November 2023
Thank you to Grove House Care Navigators. I completed a patchs form this morning and during the course of today I have spoken to two Navigators. Both young ladies were very kind, understanding and most helpful. Today was my first time using patchs - I have used E Consult in the past. I found patchs very easy to complete and it was reviewed by a GP today - I now have medication to ease my pain!! I am aware that Doctor's surgeries can be extremely busy but I have not encountered any difficulties with Grove House Practice. I will use Patchs, but also feel confident enough to ring the surgery if I have any urgent concerns. In my opinion, Grove House Care Navigators do an excellent job.
Visited August 2023
Review titled Grove House Practice
Replied on 14 November 2023
Thank you for your thoughtful, kind words. I must admit the care navigation job is not an easy one but the team really do try their best to help each patient, listening to their concerns and treating each patient individually with attention and respect. I'll share your review with the team they will be really pleased, its so rewarding to hear positive comments