Highgrove Surgery - Ratings and reviews
Reviews
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Review titled Persistently late Doctor
Rated 1 star out of 5
by Anonymous - Posted on 30 January 2024
First of all, I wish I was allowed to mention names here. I have been registered at this surgery for many years with no problem until one of the major doctors retired. This Surgery has gone down the drain. A particular doctor which I have been booked to see is never there. Patients waiting for her at the reception and she strolls in late like we are not human beings. My appointment today is at 10.10, she came in to work at 10.20. It is a regular occurrence with this doctor. The last time I saw her chatting with a gentleman in a Mercedes outside the Surgery, she kept me and other patients waiting for a very long time. Please investigate
Visited January 2024
Highgrove Surgery has not yet replied.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 11 August 2023
Have recently attended the surgery experience was very good got an appointment within 2 days Excellent service would certainly recommend this practice to anyone looking for a new GP practice
Visited August 2023
Review titled Highgrove Surgery
Replied on 14 August 2023
Dear Patient Thank you for your positive comments regarding Highgrove Surgery and the service you are receiving from the practice. Your comments will be shared with the rest of the Highgrove team and our PPG. Your comments are very much appreciated during these difficult times when our services are under much pressure. Once again thank you for your comments. On behalf of Highgrove Surgery Susan Hayes Practice Manager
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Review titled Best Surgery
Rated 5 stars out of 5
by Anonymous - Posted on 21 August 2023
I am a new patient and recently join this practice. I had an appointment with my GP last week, I must say the whole experience was excellent. Very professional staff from admin to clinical team. Reception staff are very helpful and accomodating, GP listen to my concerns and answers all my questions patiently. I would like to recommend this practice to anyone looking for best patient care.
Visited August 2023
Review titled Highgrove Surgery
Replied on 31 August 2023
Dear Patient Thank you for your appreciation of the practice. Your comments will be shared with our practice team. Kind regards Highgrove surgery
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Review titled Another dreadful experience with Reception at Highgrove
Rated 1 star out of 5
by Anonymous - Posted on 07 August 2023
I had another dreadful experience with Highgrove Surgery. I called this surgery about week ago, regarding infection I had and I was scheduled with nurse call next day. Call took place and I was asked to bring sample to the surgery very same day - which I did. I got call from nurse next day saying results were unclear and she asked me to bring another sample asap, which I couldn't do the same day, as I was in the office, so I did first thing next day as I agreed with her. I was assured by nurse this will be treated as urgent matter and will get results same day, as whole process was taking too much time already. So far my experience wasn't too bad mainly because nurse who delt with me was really concerned and helpful, but as soon I came to surgery to bring my second sample, the whole nightmare started. 3 ladies sitting at reception looked more like if they were after good gossip rather than willing to help the patient. Lady at reception took my details and instead of actioning things as urgent matter, she acted as if I came there for first time - she told me I had to go through the form with her (even though I answered these questions twice already - first: to receptionist who booked me into nurse and then to the nurse). All in all, receptionist made me to answer very intimate questions at laud in front of everyone, which was extremely embarrassing and when I asked why I need to do it again if sample I brought is regard the case which was opened 4 days ago and this form was filled already - she failed to answer why ( she looked like she didn't know what she is doing, constantly asking her colleague about things). I told her that nurse I spoke to, said that this results will be shared with me same day - she obviously (due to clearly lack of knowledge and experience) was unable to confirm or deny she only said "nurse will call you". Whole process was extremely unpleasant and unprofessional with all other colleagues of her staring at me like some kind of animal in the zoo. It also gave me the feeling, that whole process wasn't handled well and not to me surprise I wasn't called either same day nor following day. Which resulted with leaving me with no help/treatment over whole weekend. Because of that I was forced to look for advise at walk-in centre... Monday came and since no one called me I gave the surgery a call and to my surprise I was informed my test came ok - no infection was detected, which is not true as I was prescribed treatment for infection at walk-in centre. - That only confirms, that most probably, the unprofessional receptionist who was accepting my sample didn't action things properly, All in all thanks to unprofessionalism of this surgery I didn't get treatment on time, I was put in extremely uncomfortable situation and yet wasn't even contacted at the end. Hope this matter will finally get someone's attention as this is constant situation there which will finally result with some serious negligence.
Visited August 2023
Review titled Highgrove Surgery
Replied on 09 August 2023
Dear Patient Thank you for your comments. We are always open to patient’s complaints, issues, questions and comments to help us monitor and improve our service. We are sorry that you have had cause to complain and we would like to apologies for the experience you have encountered when trying to seek help from the surgery. There is a process in place for practice staff to follow when patients are contacting the practice regarding infections. Could you please contact me to discuss the specific issues you have raised so we can thoroughly investigate and respond to your complain. Thank you Susan Hayes Practice Manager
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Review titled Not a great practice
Rated 1 star out of 5
by Anonymous - Posted on 25 July 2023
Time keeping horrible in this place. 20-30 mins wait per appointment. Why do they accept out of area people when they can’t handle the patients that live in the area. Ridiculous need a gp consultant for my 2 month old unable to get. No online booking system so have to use the old fashioned waiting around on the phone and then be told no appointments
Visited July 2023
Review titled Highgrove Surgery
Replied on 09 August 2023
Dear Patient Thank you for your comments. We are always open to patient’s complaints, issues, questions and comments to help us monitor and improve our service. We are sorry that you felt you had cause to complain and we would like to apologies for the delayed response to your enquiry with regards your complaint. You should not have to wait 20-30 minutes, there are times when patient consultations will overrun and the GP will run late. We have protected appointment slots for children and we do have online appointments available for patients to book routine appointments. Once again we apologise for the experience you had when attending the surgery or trying to obtain an appointment. Please contact me to discuss the specific issues you have raised so we can thoroughly investigate and respond to your complaint. Thank you Susan Hayes Practice Manager
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Review titled Gone down the drain Dredfully
Rated 1 star out of 5
by Leslie Wilkins - Posted on 12 July 2022
I telephoned for an appointment as I have suspected gout and I am in dredful pain. I got an appointment in three days time and so asked if someone could advise on what painkillers I could take until a full diagnosis with the doctor. I was told to go to a pharmacy!!!!
Visited July 2022
Review titled Highgrove Surgery
Replied on 13 July 2022
Dear Mr Wilkins Thank you for your comments. Please contact the surgery to contact your concerns raised. Your comments will be discussed with our reception staff. Thank you Susan Hayes Practice Manager
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Review titled really bad behave receptionist
Rated 1 star out of 5
by sabine jamil - Posted on 28 June 2022
I phone them to explained my situation about a repeat prescription and I could not put a word in each way!!! and then she put on hold for a good 10mins for her to book me an appointment with the nurse which she gave me beyond the date I needed for my medicine.
Visited June 2022
Highgrove Surgery has not yet replied.
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Review titled Honestly the best GP
Rated 5 stars out of 5
by Lisa Kemp - Posted on 12 April 2022
I can honestly say this GP practise has never failed me. They are brilliant! They will always try and find you an appointment even if it’s a telephone one with a doctor to ensure you are listened to. Receptionists are always friendly and try their best to help. After listening to other individuals talk about their GP and waiting weeks for an appointment or having to turn up to A&E to get antibiotics because their GP will not see them or prescribe over the phone I would like to thank you all at HighGrove. Thank you for your continued support and care for me as a patient I really do appreciate it.
Visited April 2022
Review titled Highgrove Surgery
Replied on 14 April 2022
Dear Miss Kemp Thank you for your positive comments regarding Highgrove Surgery and the service you are receiving from the practice. Your comments will be shared with the rest of the Highgrove team and our PPG. Your comments are very much appreciated during these difficult times when our services are under much pressure. Once again thank you for your comments. On behalf of Highgrove Surgery Susan Hayes Practice Manager