Grove Medical Centre - Ratings and reviews
Reviews
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Review titled Positive Experience
Rated 5 stars out of 5
by Anonymous - Posted on 17 April 2024
I called early in the morning for an appointment and my call was answered very quickly despite being 20th in the queue. I was spoken to 45 minutes later by a GP and offered an appointment to be seen an hour after that. I was seen and prescribed medication all before midday. Excellent service, we should be proud to have this fantastic surgery in our little town.
Visited April 2024
Review titled Grove Medical Centre
Replied on 18 April 2024
Dear patient, I am really pleased to hear that you were happy with a recent experience at the surgery. The staff do work incredibly hard to provide the best service possible. We have a great team. I will certainly share your feedback with them. Thank you Aimee Wiseman Assistant to the Practice Manager
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Review titled Colonoscopy and gastroscope Examination
Rated 5 stars out of 5
by Doug Barnard - Posted on 01 August 2023
I just want to thank the whole team for my excellent treatment yesterday, they had quite a job, and wasn’t without pain, but they were able to complete the procedure and I have nothing but praise for them. I’ve had quite a few things done in the last 2years, all on the NHS and my opinion is we are very, very lucky to have it.
Visited July 2023
Review titled Grove Medical Centre
Replied on 01 August 2023
Dear Mr Barnard, Thank you so much for taking the time to provide feedback. I'm very pleased to hear that you had excellent treatment from the endoscopy team. I will certainly feed this back to them. It is always so nice for the staff who work so hard to hear positive feedback. Thank you once again, Aimee Wiseman Assistant to the Practice Manager
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Review titled Unbelievable
Rated 1 star out of 5
by Anonymous - Posted on 07 April 2023
I am not a patient but I had occasion to visit the Grove Medical Centre with an elderly neighbour whose husband is seriously unwell This is an account of what I witnessed ….. She wanted some details of his referrals to hospital . She was extremely distressed and came to me after not being able to contact the doctor as the receptionist could not disclose anything to her .She was told on the phone that there were no appointments today and she would have to phone back tomorrow. They had already had a consultation previously with a senior doctor and were very satisfied with the help and concern he showed to them both . But as her husband seemed to be no better at all ,their sons wanted to know how far down the road to treatment things were progressing .I told her I would take her to the Grove to see if we could see someone . This is what I witnessed at the time … The receptionist we spoke to was like a brick wall and was certainly not going to divulge any information or refer the case to a senior person at the surgery , constantly repeating that we would need to phone tomorrow morning . I myself became very angry and was told to calm down by the receptionist which quite frankly I feel was red rag to a bull for me .Having worked as a Doctors’s receptionist myself for 10 years all I can say is that things have changed very much for the worse . In the same situation when seeing a wife who was obviously very distressed about her husband and a friend trying to get the position across for her , I would definitely have called for a nurse or doctor to help . Sadly we all know that Doctors and Nurses are very in demand but receptionists need to use some common sense and in our situation the whole angry scenario could have been avoided if some common sense had been used . May I suggest that your receptionists are trained to be more sympathetic to a situation that we the general public now find ourselves in , particularly when elderly .
Visited April 2023
Review titled Grove Medical Centre
Replied on 17 April 2023
Dear anonymous, Thank you for taking the time to leave a review following your visit to the surgery. I apologise if you felt unsatisfied with your recent visit. All of the staff at the surgery work extremely hard and provide the best possible service to its patients and visitors sometimes in very demanding and pressurised circumstances. As i am sure you are aware having worked in general practice yourself, the rules around sharing medical information with family, friends and others is restricted by GDPR. Unfortunately this does not change when the patients are elderly or the patients become more demanding and angry. If you would like me to look into this matter further for you i would of course be happy to. Please contact me directly on aimee.wiseman@nhs.net. Thank you again Aimee Wiseman Assistant to the Practice Manager
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Review titled This practice made me ashamed to be working for the NHS
Rated 1 star out of 5
by Anonymous - Posted on 13 January 2023
Officious unhelpful reception staff made it impossible to communicate about my children's health. Medical staff was normally helpful, but very difficult to reach. I was unable to schedule an appointment with a doctor - only the nurse. I was unable to obtain a follow-up appointment, instead I was required to call on the day and skip work for me and school for my child to talk to the doctor, as there was no specific time given. I was unable to obtain an appointment with a doctor or any referrals for a diagnosis, "try a tablet and see if this helps"approach to treatment. The risks and benefits of treatment options were not discussed. Practice manager never called back to answer my questions, though I was told that that is the procedure by the receptionist. I changed to another practice and received helpful advice, appointments for me and children and kind treatment from the receptionist - what a contrast!
Visited November 2022
Review titled Grove Medical Centre
Replied on 16 January 2023
Dear patient, Thank you for taking the time to provide feedback for us. It is important that we receive feedback as we use it as a learning tool. It is very disappointing to hear your views on the service we provide. To be able to look into the issues you have reported, it would be really helpful if you could provide your details so we could investigate further. Please contact me directly aimee.wiseman@nhs.net. All of our calls are recorded so we have the facility of listening back to them, and again, using them as a learning tool. Aimee Wiseman Assistant to the Practice Manager
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Review titled Great service
Rated 5 stars out of 5
by Bob - Posted on 27 September 2022
Telephoned at 8.30 as I had a severe sore throat. Phone answered within 10 minutes. A nurse practitioner rang me within 45 minutes and arranged an appointment for 10.30 the same morning. Very helpful , great advice and prescribed antibiotics which I was able to pick up at the chemist less than an hour later. Thank you
Visited September 2022
Review titled Grove Medical Centre
Replied on 28 September 2022
Thank you Bob, its always really nice to hear about patients positive experiences within the surgery. I will share your feedback with the team, Thank you Aimee Wiseman, Assistant to the Practice Manager
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Review titled Well run practice
Rated 5 stars out of 5
by Anonymous - Posted on 17 September 2022
Visited today for flu/covid jabs well organised and efficient surgery, staff very friendly supportive and respectful.
Visited September 2022
Review titled Grove Medical Centre
Replied on 26 September 2022
Thank you very much for taking the time to provide this feedback. All of the staff and volunteers work very hard to ensure that the clinics run efficiently. Thank you again
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 30 August 2022
Called the surgery and was given a face to face appointment for that day. Doctor was brilliant. We are lucky enough to have such a brilliant surgery in Felixstowe.
Visited July 2022
Review titled Grove Medical Centre
Replied on 31 August 2022
Dear anonymous, thank you so much for your review. The staff at The Grove always try their best to provide a positive experience for their Patients. This with be shared within the team, thank you again. Aimee Wiseman Assistant to the Practice Manager
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Review titled Need more ways to contact a doctor
Rated 1 star out of 5
by Anonymous - Posted on 29 May 2022
After having so much time wasted on waiting in phone queues to get an appointment I thought I would use the E-Consultation to save time. Although stating it was available 24 hours a day of course it was unavailable.
Visited May 2022
Review titled Grove Medical Centre
Replied on 31 May 2022
Dear Patient, Thank you for your feedback. Our E-Consult service is available 24 hours during the working week. It is only switched off during the weekends. It would be helpful to know when you did try to access this service as this will allow me to check that everything is working as it should be. If you are happy to do this please contact me direct on aimee.wiseman@nhs.net. Thank you again
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Review titled Pleased with service
Rated 5 stars out of 5
by Anonymous - Posted on 24 August 2022
Impressed with the system this surgery has. I completed an e-consult on a Tuesday evening, I had a phone call the next day and was offered an appointment to be seen later that evening. Everything was sorted within 24 hours.
Visited April 2022
Review titled Grove Medical Centre
Replied on 30 August 2022
Thank you so much for your feedback. This will be shared with the staff at the surgery, Aimee Wiseman Assistant to the Practice Manager
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Review titled Not patient-centred and a stressful experience
Rated 1 star out of 5
by Anonymous - Posted on 07 April 2022
Sadly, the practice is badly run. Here are some examples from my family's experience: A few months ago, my elderly and immobile relative was called for a blood test and given an appointment. I took her to the appointment but the nurse sent her away saying that they didn't do blood tests in the afternoon and to come back the next day. It is extremely difficult and time consuming to get a GP appointment and pretty impossible for an elderly or confused person to navigate their was through to actually see a GP due to the lengthy and time consuming process: I tried to book on behalf of an elderly family member who is in severe pain. I was told to phone back the next day at 08.00 as all triage appointments had gone. The next day I phoned at 08.00 and it took 10 minutes to speak to some one and explained the problem and was told a doctor would phone back at a time that they could not predict but might be in the morning. I have sat by the phone and was called back just after 10.30 by the doctor and now have the appointment booked. The response from the Grove Medical Centre on 23 March to a previous review states "Although our phone lines are running from 8am each weekday morning we would never encourage Patients to call first thing to arrange a call back from a Clinician. Our triage list is open throughout the day." This was not true from my experience yesterday as the receptionist explicitly told me to ring at 08.00. The doctors who have looked after my family member have been kind and seem to know what they are doing. However, I have no confidence in the practice staff or that they respond to feedback that could help them improve the care of fragile patients.
Visited April 2022
Review titled Grove Medical Centre
Replied on 08 April 2022
Thank you for taking the time to provide feedback, we welcome both positive and negative reviews and always use them as a learning tool. I am sorry to hear you feel the practice is badly run. I would be keen to know yours and your relative’s details so I can investigate the matter further and provide a more specific response. You can contact me directly on aimee.wiseman@nhs.net. In response to you “finding it extremely difficult and time consuming to get a GP appointment and pretty impossible for an elderly or confused person to navigate their way through to see a GP”. We feel that our phone system is clear and easy to understand but we would be really keen to hear any suggestions that improve the experience and care for Patients. Our E-Consult service on our website is a popular way of Patients contacting us. It saves you waiting on the phone and can be accessed 24 hours a day. You will receive a response by the end of the next working day. Thank you again for your feedback