Grove Park Surgery - Ratings and reviews
Reviews
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Review titled very difficult to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 22 April 2024
I had two problems but the form was only capable of reporting one and the site told me not to submit a further form I call reception and was left on the line for 45 minutes.I have no idea when or if I will be contacted and whether I will see a doctor or not. This process wastes patients' time and causes stress to people who are already ill. It probably works well for the staff but not for us.
Visited April 2024
Review titled Grove Park Surgery
Replied on 22 April 2024
Dear Patient Im sorry that you have found completing the Klinik form difficult. As you may be aware GPs across the country are under significant pressure with increased demand from patients which is due to many factors including longer wait times and wait lists at hospital. Being able to prioritise and manage our demand differently has been essential to help us ensure patients get seen when they need to and by the right person at the practice. The form therefore is essential to help us understand your problem better. There is a section of free text that you can add another problem should you wish but I understand that this may not be clear. Please be assured we will be reviewing your form this morning and you will be contacted shortly. You can explain to the person you speak to what your second issue is. If you have any problems please complete a second Klinik form. I apologise too that our phone lines are so busy we are currently receiving unprecedented numbers of phone calls and we are doing our best to manage the calls. Please be aware this is mainly due to the merger and we expect this to reduce in the next week. I hope next time you have a better experience of the practice. Kind regards Amanda Meehan Business Manager
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Review titled Very Poor Receptionist
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2024
I recently had the very stressful experience of having to deal with the Grove Park Surgery Reception Desk. I initially called in to make an appointment and was told, not asked to use the online form even though I am not tech savvy. I filled in the form and waited, and waited and waited. Nothing for over a day and the email I got back said a response in 12 hours. So I went into the surgery. The receptionist was talking to someone on the phone and eating at the same time. It was not a business call. She didn't even ackowledge me.When she eventually finished her chat she was downright rude in the way she talked to me. I still couldnt book an appointment. I had to go back online and try again. We should not have to deal with this additional behavior when we are already ill.
Visited March 2024
Review titled Grove Park Surgery
Replied on 14 March 2024
Dear Patient Thank you for your feedback on the rudeness of a member of our reception team. I apologise for the experience that you have had. Our usual response to a Klinik form being completed on line is within the 12 hour period. We will discuss your feedback with the reception team in the meeting today and will use this as a learning tool for all of our staff. We always aim to improve the service that we offer to our patients. Please do contact us if you need further help, Shaheen Hamid, Practice Manager
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Review titled Unsuitable
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2023
Last week I called the Gp to book an appointment for my child. I found that this unprofessional as the receptionist told me to book my appointment online. When I told her that I was not familiar with this process, she said that an 85 year old woman can do so why can't you? This system is relatively new to me. The receptionist didn't even explain to me anything, however she just said to do clinic on the Grove park surgery website. I find this service very difficult these days as every time I call there is a long queue at times lasting more then hour, even when you secure an appointment, the wait at the reception is a nightmare. All in all, the staff at the reception needs to be trained regarding customer services because they always come across rude and aggressive. They should be polite and patient especially about this new online appointment booking. This is my Gp of 13 years but now I can see things are heading downhill.
Visited November 2023
Review titled Grove Park Surgery
Replied on 08 December 2023
Dear Patient Thank you for posting your comments on NHS Choices. I am so sorry that you have had a bad experience with our practice receptionist. As you know we have recently changed the way you contact the practice with our new system Klinik. Our reception staff will help you to complete the form if you are unable to do this yourself. All of our staff do regular training in customer care. We have taken your points on board and will discuss in a meeting. However, it would be really helpful if you would kindly e-mail the practice and let us know your name and details etc so that we can further review your complaint and help you further. Practice Manager - Grove Park Surgery
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Review titled Impossible to get through
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2023
Almost impossible to get through: I am number 1 in the queue and have been for the past 15 minutes. Is it even possible? The doctor called me but hang up too quickly and I was not able to get to the phone, literally; was asked to call back but it is not possible. I also called this morning to get an appointment for any day next week.. was told there were no appointments . How is that even possible?
Visited May 2023
Grove Park Surgery has not yet replied.
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Review titled Concerns about inability to report Covid
Rated 5 stars out of 5
by [Beatrice]Jane Hailstone - Posted on 04 April 2023
Thank you for my telephone appointment today and for the prescription for an inhaler. I am currently poorly with Covid.I am puzzled that I am not on a list as vulnerable as have had prescriptions for inhalers, and antibiotics for chest infections before and am 77 years old living alone. I have to pay for the test which is ok but means I cannot register results.
Visited April 2023
Grove Park Surgery has not yet replied.
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Review titled Not enough staff
Rated 2 stars out of 5
by Anonymous - Posted on 17 April 2023
Just tried to phone the surgery, was number 3 in the queue. After 1 hour gave up as had only moved up to number 2. Very nice staff but they don’t have enough staff to cope with existing patients, yet they are still taking on new patients.
Visited April 2023
Review titled Grove Park Surgery
Replied on 05 May 2023
Dear Patient Thank you for your comment posted on the NHS Website. We have just changed our telephone system and it seems to be working well. However, there is the odd call that is not responded to. We do apologise for this - please do try and phone the Practice Manager and speak with me and I will do my best to assist you.
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Review titled Impossible
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2023
Two points: - after leaving a review I was asked to contact the practice manager. I’ve tried to do so in person, by leaving messages on patchesai and by calling. No response. - yet again for the 4th time in a row my repeat prescription is wrong. Chemist told me this is a really common problem at Grove Park. This is a practice that doesn’t really want to improve. Avoid!
Visited February 2023
Review titled Grove Park Surgery
Replied on 03 March 2023
Dear Patient Thank you for your valuable feedback. We apologise that you are having a bad experience with your repeat prescriptions. We always aim to provide the best service possible for our patients and we do indeed wish to improve the services that we offer. Please kindly contact the practice and leave your contact details so that we may resolve this situation to avoid it happening again. Thank you. Practice Manager at Grove Park Surgery
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Review titled Quite poor
Rated 2 stars out of 5
by Anonymous - Posted on 03 November 2022
I’ve had 3 telephone appointments cancelled on short notice. The last was done by text and a new time texted w/o speaking to me. I rearranged my work so I could speak to the doctor. When I didn’t get a call I tried 6-7 times to call the surgery without being able to get through. About an hour and a later The surgery called saying the doctor had to cancel and could I do later in the day. I couldn’t, I asked if they could rearrange now I was told I’d have to phone the surgery to rearrange. I hate to complain when I know the nhs is under pressure but the surgery isn’t efficiently run. I’ve had my go changed without anyone telling me. Not that it was a huge problem as I was never able to speak to the same person. And it’s impossible to be seen face to face , even a telephone appt is hard to access. I’ve recently had several health issues and rather than use the surgery I paid privately to access a gp face to face and see several consultants. Some of the reception staff are very good as are the nurses but whether it’s lack of resources or a change in management it’s not the well run surgery it was - the team seems burned out.
Visited November 2022
Review titled Grove Park Surgery
Replied on 08 December 2022
Dear Patient, thank you for your feedback and I agree that the service you received was well below the standard we aim to deliver. We have had a lot of staff and doctor illness recently meaning clinics have had to be cancelled. We do aim to call each patient to rebook them but when it is at short notice and multiple patients are involved this can be difficult. None-the-less we have discussed this at a Practice meeting and it has been re-iterated that we should aim to personally contact every patient when needing to cancel a clinic. Dr Richard Drewry Senior GP.
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Review titled Basically useless. It's like not having a GP
Rated 1 star out of 5
by Anonymous - Posted on 07 December 2022
After waiting a long time over the phone to talk to someone, I have been able to finally talk to the receptionist. I have called about my 8 months old baby which had cold/flu symptoms and could not breathe well. I asked if I could speak to a doctor and the answer was "have you been to the pharmacy?". I said no because I was expecting my GP to tell me what to do. The receptionist replied "then go to the pharmacy, they have plenty of things". I was left confused because I do not understand what's the point to have a GP if they send you to the pharmacy. As an adult, I have called my GP only once in the last 12 years but I think that calls related to infants should be taken more seriously. I'm going to look for another GP hoping that things could be dealt better.
Visited November 2022
Review titled Grove Park Surgery
Replied on 08 December 2022
Dear Patient, thank you for your feedback and Im sorry you weren't happy with the advice you received. We work closely with our community pharmacy team and they can help a lot for minor ailments and would advise patients to come back to us if they felt it wasn't something that they could deal with. Please do book an appointment if your baby still has symptoms. Dr Richard Drewry, Senior GP.
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Review titled Terrible if you have chronic condition
Rated 1 star out of 5
by Ned Gould - Posted on 24 October 2022
If you have a chronic condition that needs managing I would look elsewhere. It is impossible to get an appointment here, especially with the same doctor. If you have a complex condition and you do get an appointment you do not have sufficient time to explain the situation within the time allocated. The doctors do not have the time to read back through the notes and follow up on previous consultations or letters from consultants. I have been on immunosuppressants for 12 years and at this practice for 4 years. Only recently, when I pointed out I hadn’t got a text about the flu jab, did they think I should be put on the list to be notified annually.
Visited October 2022
Review titled Grove Park Surgery
Replied on 25 October 2022
Dear Mr Gould, I am very sorry that you are not happy with the service you have received. We really do strive to give our patients the best care we can regardless of the difficult times we all face. I see from your last consultation that this was a morning urgent appointment booked that same morning with the on-call doctor. We cannot guarantee your usual GP when booking emergency appointments. Our routine appointments last 10 or 12 minutes but our urgent appointments are often shorter as we aim to make sure that everybody who needs a consultation that day gets one. Despite this, I see that the doctor you spoke to that day spent over 30 minutes with your case and you have a follow up planned with her. If you feel your problems have still not been dealt with or if you wish to discuss this further then please get in touch with us directly.