The Grove Medical Centre - Ratings and reviews
Reviews
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Review titled Unable To Get Appointments
Rated 1 star out of 5
by Joanna - Posted on 21 April 2023
Surgery is absolutely ludicrous for getting an appointment. Next available appoint is 4 weeks away!!!!!!!!!!! 4 weeks for blood tests which are required before medication is re-issued. I've called for an appointment in the next two weeks which gives plenty of time to have blood tests and get results prior to issuing new medication. Over 4 weeks away is disgraceful. I'm struggling to understand how the site states it's currently accepting new patients when you can't even provide a service for the one's you already have. The response, go to the hospital to get your blood tests. Because polluting the air driving to the hospital, spending excessive amounts of money on the parking (during a cost of living crisis), and clogging up the hospitals when strikes are occurring, is the right response. It's no wonder the NHS system is in the crisis it is when doctors surgeries keep sending all the patients to hospitals instead of dealing with the simple appointments themselves.
Visited April 2023
Review titled The Grove Medical Centre
Replied on 26 April 2023
Dear Joanna I’m very sorry to hear that you are not satisfied with the service provided by our Practice and apologise for the inconvenience caused. I understand your frustration regarding the wait time for a blood test in Practice and for being signposted to the hospital. The demand for blood tests has increased significantly in recent years, and this is not helped by the ceasing of community-based phlebotomy services in the local area. To help manage this demand and give more patients a local option for blood tests, we have increased our in-Practice phlebotomy clinics from 2 per week to 4-5 per week. It is very difficult to increase our phlebotomy clinics further due to clinical space limitations and the need to balance our resources effectively so that we can offer support to patients presenting with all types of clinical needs. Unfortunately, without further community-based clinics, once our clinics are full, our only option is to signpost patients to the hospital for their blood test. This is certainly not something we like to do and we understand that this is not a convenient option for some patients. However, Barnet hospital and other hospitals in the Royal Free group provide an efficient and accessible phlebotomy service with generally shorter waiting times than our Practice. I hope this helps to address your concerns and I apologise once again for any inconvenience caused. 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 28 April 2023
Dear Sharon Thank you for taking the time to feed back your positive experience with the Practice. It's lovely to hear that the GP assessed your daughter thoroughly and I do hope that she is well. Please continue to provide feedback regarding your experiences with the Practice, whether good or not so good. Kind regards Gary Lewis Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Freda Bar-Joseph - Posted on 30 March 2023
The doctors and staff have been very helpful and attentive in the past few months. I had a cancer scare which is now negative. I had many tests with a good outcome. My husband had quite a few heart tests, which thankfully were all okay. We are both elderly and very pleased to be looked after so well. Many thanks to the Grove medical centre.
Visited March 2023
Review titled The Grove Medical Centre
Replied on 31 March 2023
Dear Mrs Bar-Joseph Thank you very much for taking the time to write a review and for the positive feedback. It’s great to hear that our Practice have given you and your husband the support and care desired. We hope that you continue to receive good care from our GPs and the rest of the team here. Kind regards Gary Lewis Practice Manager
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Review titled Idiotic
Rated 1 star out of 5
by Jo elias - Posted on 03 February 2023
The grove decision makers continue having the worlds most inconvenient appointment system. For a while you could book routine appointments online. I received a text saying my results from an ultra sound were ready and could I call 8am to make an appointment. I have a 5 month old baby and mornings on my own are difficult but the only way to book a routine result review is for me to ring at that time in the morning??? Can’t book online nor can they just book one for me - I have to ring up and sit in a queue for a virtual result review. The surgery has no respect for patients time. They are completely backward with no triage system (administrators decide who is the most urgent on the day and direct people to A and E when they run out (hence why acute hospitals are over run) Simple to put in a triage system with a clinical person and a proper online system would be a basic offering wouldn’t it? I will ring at 8am and rearrange my baby’s sleep routine instead.
Visited February 2023
Review titled The Grove Medical Centre
Replied on 06 February 2023
Dear Ms Elias I’m very sorry to hear that you are not satisfied with the appointment system at the Practice. I have reviewed your concerns and can see the text message that you are referring to. The message advises to call at 8am as we have found that not specifying this 8am time, usually results in complaints from patients that call later in the morning to be told that all on the day appointments have been taken. We understand that not all patients want to call at 8am for an on the day appointment so we make routine appointments available to be booked in advance. The appointments are released two weeks prior to the appointment date and can be booked by receptionists at any point during the day, or by the patient online, depending on availability. The clinics are held on Monday and Wednesday evenings as well as Saturdays and Sundays, with many of the appointments being telephone appointments. You should be able to view and book these appointments via the NHS app or another online service. Please send an email to thegrove@nhs.net if you experience further problems viewing and booking online appointments. At present we do not offer full clinical/online triage. Our receptionists try to establish if a patient’s problem is routine or urgent for the day, and will direct the patient to the appropriate clinician, but when all GP appointments have been filled for the day, unfortunately we must direct patients to walk in centres or A&E. We do constantly review our systems and will certainly take your comments on board. I once again apologise that our services did not meet your expectations and thank you for raising your concerns. Kind regards Gary Lewis Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Gillian Cohen - Posted on 14 December 2022
Lovely Receptionist s when they take your call The staff are so nice from the Drs Nurses and people on the phones and desks All the Drs are caring and very kind. Obviously one only goes if necessary. Thanks to All
Visited December 2022
Review titled The Grove Medical Centre
Replied on 14 December 2022
Dear Gillian Thank you for taking the time to post a review and thank you again for your kind words. We very much appreciate all feedback but it is always nice to hear positive feedback about the staff. Kind regards Gary Lewis Practice Manager
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Review titled Absolute joke of a surgery!
Rated 1 star out of 5
by Jasmine Hackett - Posted on 12 December 2022
This surgery is an absolute shambles! I called 3 days running last week for an app for my poorly son to be told no sorry no appointments left. I simply asked given the recent stepA outbreak shouldn’t they be prioritising young children and I was met with the most shocking response of ‘I’ve turned away a 4 week old baby this morning so if he’s that bad take him to a+e’ the receptionist almost sounded proud of this which is very disturbing. The disgustingly rude receptionists need proper training in patient care and basic compassion because this is something they lack massively. They also need to realise they are simply there to signpost and not to determine clinical decisions. This medical practise needs drastic improvement it’s not fit for human purpose.
Visited December 2022
Review titled The Grove Medical Centre
Replied on 14 December 2022
Dear Miss Hackett I’m very sorry that you were unable to book an appointment for your poorly son. It is never our intention to have to turn patients away, especially young children. Our Clinicians are working extremely hard examining as many poorly patients as possible within a clinically safe limit, prioritising young children where required. Unfortunately we are unable to meet the demand for appointments, especially during these very pressured times, and sometimes have to signpost patients to other services. I have reviewed the recent calls to the Practice due to the concerns you raised regarding the four-week baby and the conduct of the receptionists. I do not agree that the receptionists are disgustingly rude and I believe they work tirelessly, whilst under a lot of pressure. However, my investigations have identified that further training may be required to improve our service and ensure that where possible, young children and their families access the support required. I will be picking this up with the receptionists. I once again apologise that our services did not meet your expectations and thank you for raising your concerns. Kind regards Gary Lewis Practice Manager
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Review titled Need training
Rated 3 stars out of 5
by Anonymous - Posted on 08 November 2022
Rang up today and mentioned that the week prior I'd had an ECG and even thought the results had shown there was nothing to worry about my symptoms hadn't changed and I could still feel my heart beating through my chest and a pulse in my neck The receptionists told me it was too late to talk to anyone I'd have to call back in the morning or do an consult on the internet So I done the consult and with my symptoms I got a message saying I need to talk to someone today I guess it'll have to wait till tomorrow now
Visited November 2022
Review titled The Grove Medical Centre
Replied on 09 November 2022
Dear patient I’m very sorry to hear of the problems you encountered when trying to book an appointment with our Practice. We do not refer patients to submit online consultations for medical problems and I would be very concerned if the information provided by our reception team requested you to do this. It is possible that you may have raised your concerns with the wrong Practice. If, however, it was a member of our team that you spoke with, this would need addressing immediately. Please can you send an email to hweicbhv.complaints.thegrove@nhs.net detailing your name, the contact number used to call the Practice and time of your phone call and I will investigate this further. Kind regards Gary Lewis Practice Manager
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Review titled Great Staff
Rated 5 stars out of 5
by Stephanie Birks - Posted on 13 February 2023
Appreciating that booking an appointment to see a doctor via the nhs is not user-friendly and really needs to be improved I do have to say that the staff at the Grove Medical Center in Egham have been nothing but helpful and courteous to me any time I have been there. Thank you!!!!
Visited November 2022
Review titled The Grove Medical Centre
Replied on 20 February 2023
Dear Stephanie You have posted your review to the wrong Grove Medical Centre. We are based in Borehamwood, Hertfordshire. Kind regards Gary Lewis
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Review titled Morning Call Wait Time Unacceptable
Rated 3 stars out of 5
by Anonymous - Posted on 05 August 2022
Although when I finally can get an appointment all healthcare professionals are lovely. However, this is if you can actually get an appointment. This morning I checked my phone log and I phoned 201 times, to then be met with the receptionist telling me they are fully booked for today - bearing in mind, this day was Friday and I am now left with an infection over the weekend. I understand there are staff shortages and this is a difficult time - being in the healthcare profession too, but this is really unacceptable and not behaving in a patient first manner. Really let down today.
Visited August 2022
Review titled The Grove Medical Centre
Replied on 09 August 2022
Dear patient I’m very sorry to hear that you have experienced problems getting through to our Practice on the telephones and when finally getting through, we were unable to offer you an appointment. Unfortunately, we cannot always accommodate all requests for appointments. It is never our intentions to have to refuse appointments and where possible we will signpost patients to other services for their care. We do experience a very high number of calls when the lines open at 8am but having to call 201 times seems very excessive and not a number we have seen since moving over to our new telephone system last year. I would like to investigate this further to see if there are problems with our telephone systems. Please can you send an email to hertsvalleysccg.complaints.thegrove@nhs.net detailing your name, the contact number(s) used to call the Practice, and rough times of your phone calls. I once again apologise that our services did not meet your expectations. Kind regards Gary Lewis Practice Manager
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Review titled An Example of how things should always be
Rated 5 stars out of 5
by Ray Burnett - Posted on 09 December 2022
I had a transplant at the Royal Free Hospital - so on immuno suppression. Issues have occurred and when necessary I have contacted the Grove at Borehamwood. The reception service superb where you simply press 1 and your place in queue reserved and they call you back every time. Technology used to great effect. All have great general knowledge and helpful. Doctors are a shining example of the NHS and in reality have been instrumental in saving me life. Covid/Flu vactionation processes seamless and co-ordinated so nil stress on patients. Thank You.
Visited August 2022
Review titled The Grove Medical Centre
Replied on 12 December 2022
Dear Mr Burnett Thank you very much for your feedback and kind words. It's nice to hear when patients have a positive experience with the service that the Practice provides. Kind regards Gary Lewis Practice Manager