Groves Medical Centre
171 Clarence Avenue, New Malden, Surrey, KT3 3TXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Impossible to get hold of anyone
Rated 1 star out of 5
by Anonymous - Posted on 08 February 2024
I have tried to call the surgery twice in the past week. The first time was to cancel an appointment they had rearranged for me without telling me after they cancelled the original one at an hour's notice. I was 23rd in the queue when I phoned so it was easier to go to the surgery and speak to reception. The second time was to get some test results. I was number 10 in the queue when I started and was still number 10 in the queue after 15 minutes. This surgery is utterly hopeless, avoid at all costs.
Visited February 2024
Groves Medical Centre has not yet replied.
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Review titled Awful place
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2024
Slow and unresponsive. Takes at least an hour to get through to them on the phone (I need to book an appointment to discuss test results, this can not be done on their god forsaken triage online tool).
Visited February 2024
Groves Medical Centre has not yet replied.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 05 January 2024
The new system to book appointments it’s awful. Impossible to get appointments on line, at the reception and by telephone. The telephone is answered after ages waiting without any positive result. Impossible to get appointments face to face. Used to be a good Surgery not anymore.
Visited January 2024
Groves Medical Centre has not yet replied.
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Review titled Previously good now abysmal
Rated 1 star out of 5
by Anonymous - Posted on 15 January 2024
The new triage system is an absolute joke. I needed an urgent medication review after being prescribed new medication. I tried for nearly an hour to fill it in online to no avail so called reception, with an hour on hold, and they went through it with me. I then wasted a receptionists time for nearly 20 minutes only to be told I should to go to A&E - all I needed was a phone call to discuss what the dosage should be increased to. I finally managed to get an appointment the next day, and have been told I need to book another appointment in 3 weeks time so presumably I will have to go through the same ridiculous procedure again, as there is no box that says 'Dr recommends further review of medication in x days' After discharge from intensive care unit in October at my local hospital I have already had 18 outpatient hospital appointments and yet have to fight to get one with my GP. Whoever approved this inflexible and flawed triage system is to my mind sadly lacking in common sense.
Visited January 2024
Groves Medical Centre has not yet replied.
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Review titled Improving Practice
Rated 5 stars out of 5
by Anonymous - Posted on 23 January 2024
The new booking system is good, it reduces the stress of early morning phone calls and prioritizes more urgent cases. However I can see that it will be difficult for some people with learning difficulties who cannot cope with questions. Reception can help in this case. Doctors and nurses are excellent and professional. Most receptionists are very helpful, however some receptionists could benefit from further training in dealing with patients. Receptionists should more often than not be able to ask the wealth of expertise (doctors) who sit behind closed doors about patients urgent requests, particularly with regard to urgent prescription requests for medication. This is especially important with the shortage of prescription medicines where pharmacies sometimes cannot get life-preserving prescribed medicines or some medicines have been removed from the patient’s repeat prescription. Working with patients is far more important, than arguing against them and working with more knowledge of how some medications and prescriptions items may say give “as and when needed”, but are needed on a daily basis as and when needed to stay alive. On the whole I do see many improvements with staff supporting one another more to help meet patients needs, and a more can do attitude sorting out urgent requests. I would recommend the groves surgery as I think they do listen and are absolutely one of the best doctors surgeries around.
Visited January 2024
Groves Medical Centre has not yet replied.
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Review titled Online booking
Rated 4 stars out of 5
by Anonymous - Posted on 16 February 2024
The online booking was excellent lots of options to select a convenient appointment,consultation was professional and informative ,however email prescription did not arrive at boots until 3.30 next day ,also as I was prescribed statins I dont know why only one months supply,this means I have to go through all the hassle of getting more before I run out,I would have thought 3months supply would be a better option
Visited January 2024
Groves Medical Centre has not yet replied.
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Review titled Nice practice
Rated 4 stars out of 5
by Simon King - Posted on 20 December 2023
But…..it’s impossible to request a simple blood test on the rapid health questionnaire. I feel fine but have been asked by the GP to have a second blood test. As I am not unwell I can’t get beyond the questionnaire. Very frustrating!
Visited December 2023
Groves Medical Centre has not yet replied.
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Review titled Rapid health e-form dangerous for patients
Rated 1 star out of 5
by Anonymous - Posted on 29 December 2023
We are all told to fill in the online form, which I do and it’s not easy. I also call at 8am as the online reply says email or call back in 48 hours (over a weekend that will be 4 days). I’m told they cannot give appointments on the phone now it’s all via the rapid health online questionnaire. The process, the time, the difficulty all makes sick patients want to give up or go to A&E neither of which is good for the NHS. Digital services do not work for all patients, there needs to be an exceptions process and the rapid health questionnaire is not well tested taking patients down tick box routes that don’t apply to them. Please please look at the questionnaire and the process. We all know the NHS is busy but driving patient’s to A&E in despair is not the answer, it might make your numbers look better but worse for patient and A&E resources.
Visited December 2023
Groves Medical Centre has not yet replied.
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Review titled Terrible new appointment system
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
I keep getting nurses not a doctor. A difficult system with no room for personal requests due to automation in all my 18 years with the practice only seen my doctor 2 or 3 times. Now only seen nurse. Feel the system is no patient based and no one seems to be able to be looked after properly. I have been I’ll for 3 weeks and feel like giving up trying to get an appointment.
Visited December 2023
Groves Medical Centre has not yet replied.
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Review titled Helpful and informative practice
Rated 5 stars out of 5
by gita rawal - Posted on 10 January 2024
Whenever i visit there they helped me. I found doctors are very polite and friendly. Easy to book appointment and visit.
Visited December 2023
Groves Medical Centre has not yet replied.