The Grove Medical Centre - Ratings and reviews
Reviews
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Review titled Problem sorted by team thank you
Rated 4 stars out of 5
by Jo Elias - Posted on 08 March 2024
Following my last review the practice has gone above and beyond to resolve the initial referral delay and also redirected to the chosen provider Very grateful to the team there they really listen to feedback to support the patient journey
Visited March 2024
Review titled The Grove Medical Centre
Replied on 11 March 2024
Dear Ms Elias I'm very glad to hear that my colleagues have helped to resolve the issues and I appreciate you taking the the time to provide this positive feedback. Thank you. Kind regards Gary Lewis Practice Manager
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Review titled Poor call wait times
Rated 2 stars out of 5
by Janice Randall - Posted on 06 February 2024
I called @ 2pm and was first in the queue, after hanging on for 20 minutes I decided to press 1 for a call back. It is now 3.20pm and still no call back. I have tried calling two more times and still no response.
Visited February 2024
Review titled The Grove Medical Centre
Replied on 12 February 2024
Dear Janice I’m sorry to hear that you encountered problems with calling our Practice. I have assumed that your calls into the Practice took place on Tuesday 06 February. I have looked at the call log from this day and can see that only five calls were answered after 10 minutes of waiting between 2-3pm, but all were answered within 15 minutes. Our telephone system should only offer the call back function if there are more than 10 patients in the call queue, but you have mentioned that you were first in the queue and offered this option. I would like to investigate your concerns further to see if there are any technical issues with our telephone system. Please can you send an email to gmc.complaints.thegrove@nhs.net detailing the dates and times of your calls and the number that you called from so that we can investigate this. Kind regards Gary Lewis Practice Manager
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Review titled Still no referral for my 18 month old
Rated 1 star out of 5
by Joanna elias - Posted on 16 February 2024
My 18 month old son was meant to be referred by the GP to ENT. I’ve been waiting two weeks. I’ve been told ‘referrals’ (which is an electronic short process) can take up to two weeks. So we know that the NHS has huge waiting lists. But no one mentions that because of poor admin processes / lack of investment by partners of this practice - there is a hidden waiting list for patients who have to keep calling to find out why they haven’t been referred. The administrator responded (after a week) and said nothing yet can take up to two weeks. I said it’s been two weeks she said the secretaries do it. I said ok… she said I will check it hasn’t ‘gone off the radar’. Does the practice realise the anxiety and misery they cause for patients waiting before they even get on a waiting list because they have a poor processes or unwillingness to seek enough admin to deliver a basic service.
Visited February 2024
Review titled The Grove Medical Centre
Replied on 01 March 2024
Dear Ms Elias I’m very sorry to hear of the anxiety that this may have caused. You have since spoken with our Operations Manager, who explained the referral process to you. As discussed, urgent referrals, for example two week wait referrals take priority over non-urgent referrals. The non-urgent referrals are then dealt with in chronological order. I have been advised that you have now been contacted by the hospital and I hope it won’t be too long until your son receives an appointment. Please send an email to gmc.complaints.thegrove@nhs.net if you require any further assistance with this. Kind regards Gary Lewis Practice Manager
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Review titled Technological problem left baby without care
Rated 1 star out of 5
by Jo Elias - Posted on 15 December 2023
I submitted a request for my baby to have an appointment with high temperature and cough with no improvement after four days. My request apparently wasn’t received so now I have to find an emergency department to see him. Current wait at most around 14 hours with paediatrics over run
Visited December 2023
Review titled The Grove Medical Centre
Replied on 18 December 2023
Dear Ms Elias I do apologise that a technical issue caused delays to your baby’s care, and due to this they were unable to be examined in Practice. I would like to investigate this further to identify how the issue occurred and to help prevent any similar issues in future. Please can you send an email to gmc.complaints.thegrove@nhs.net detailing your baby’s name and date of birth, the date and time that you submitted the online consultation and confirm that you submitted this as a medical request option. Thank you. Kind regards Gary Lewis Practice Manager
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Review titled Excellent Customer Service
Rated 5 stars out of 5
by Claudia, O. - Posted on 24 October 2023
Staff response to my urgent request for a repeat prescription having only just registered with the practice was prompt and quite remarkable. Courteous, attentive, professional , pragmatic , proactive and an excellent example of seamless teamwork at work . Their communication skills are commendable and inspiring . For such a busy surgery they do make an effort to offer person centred service . A most impressive first experience for me ! Keep it up .
Visited October 2023
Review titled The Grove Medical Centre
Replied on 31 October 2023
Dear Claudia Thank you very much for your positive feedback. I'm very glad to hear that my colleagues were able to assist with your request in a prompt manner. I do hope that you continue to receive a high standard of service. Kind regards Gary Lewis Practice Manager
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Review titled Helpful lovely practice
Rated 5 stars out of 5
by Sarah Hayley - Posted on 01 September 2023
I’ve always been very happy with The Grove Medical Centre. The Receptionists always go out they’re way to help & are always professional & polite. The care I received for my Son by the Nurses was outstanding. I can’t thank them all enough.
Visited September 2023
Review titled The Grove Medical Centre
Replied on 06 September 2023
Dear Sarah It’s great to hear that you have had positive experiences with our Practice and the care that your son received was outstanding. Thank you very much for taking the time to leave a review. Kind regards Gary Lewis Practice Manager
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Review titled Brilliant staff
Rated 5 stars out of 5
by Angie White - Posted on 09 August 2023
The staff at the practice go massively over and above to help. Have been with the practice for 26 years and never had any problems. The staff are friendly and helpful and nothing seems too much trouble.
Visited August 2023
Review titled The Grove Medical Centre
Replied on 11 August 2023
Dear Angie Thank you very much for taking the time to leave a review. It’s lovely to hear when our staff are appreciated as they work extremely hard to support our patients. I do hope that you continue to receive a pleasant service from our Practice. Kind regards Gary Lewis Practice Manager
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Review titled Unsympathetic GP
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2023
The reception staff are great, the GP is extremely uncaring! Have a chest infection tried to get an appointment the receptionist kindly arranged a call back. The GP seemed irritated and insisted it wasn’t an emergency even though I explained I was sometimes breathless. I’m now in the process of changing GP
Visited May 2023
Review titled The Grove Medical Centre
Replied on 16 May 2023
Dear Patient Thank you for the positive feedback regarding our reception staff. However, I’m very sorry to hear that you were not satisfied with your consultation with the GP. We would like to investigate your concerns. Please can you send an email to hweicbhv.complaints.thegrove@nhs.net detailing your name, date of birth, the phone number that the GP contacted you on and date and time of the call. Kind regards Gary Lewis Practice Manager
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Review titled Appointments
Rated 4 stars out of 5
by Anonymous - Posted on 17 May 2023
While it's been very difficult to get through to the Reception for appointments, I succeeded in speaking to the GP by using the NHS portal which led to appointments and referral. I would suggest using the service.
Visited May 2023
Review titled The Grove Medical Centre
Replied on 19 May 2023
Dear patient I’m sorry to hear that you have experienced difficulty getting through to our reception team to book appointments. The demand when appointments are released is very high and we understand the frustration of the long phone queues at these times. We are currently reviewing access to our Practice and are planning to develop a system that is more accessible for all patients. It’s great that you were able to book an appointment using the NHS app. We advise patients to use the NHS app where possible as it is a very quick and easy option for booking appointments, where they are available, and saves the wait on the phones. Kind regards Gary Lewis Practice Manager
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Review titled Great doctors
Rated 4 stars out of 5
by Sharon Caruso - Posted on 26 April 2023
Today my daughter was seen by a wonderful doctor who really took the time to ensure she was getting the right treatment . It was very reassuring that he throughly checked her over
Visited April 2023
Review titled The Grove Medical Centre
Replied on 11 August 2023
Dear Sharon Apologies for the delay in responding to your feedback. I thought that I had responded back when this was first posted. I would like to thank you for your kind words. It's great to hear that the GP was very thorough with their examination of your Daughter and this left you feeling reassured. Kind regards Gary Lewis Practice Manager