Grove Medical Centre

Doctors and Receptionists are all first class

Arrived for scheduled appointment at Flu clinic 3rd October. It was raining heavily, the doors were locked and there was no one visible inside the clinic, so I knocked at the door. Eventually a woman came and opened the door, and she angrily stated that she and her entire staff were having their 'tea break' and I should not be there yet. I protested, saying I had a flu jab appointment, she insisted I was 'too early' and said loudly that I had been 'rude'.
I was able to get in and did obtain my jab. The overall experience was dreadful. I was made to feel unwanted, unwelcome and as secondary to the Admin Staff's comfort. I want to say that the Doctors and Nurses at this practice are all absolutely lovely and caring. I will put forth that they are completely unaware of the behaviour of administration. Since COVID, the admin staff have become increasingly unwelcoming and make it clear by body language, tone of voice, and their abrupt way of 'getting rid of' patients, as though the patient was 'in the way', that our Grove Surgery has become an unpleasant place to go. We, as patients, have no recourse other than to go through the gauntlet of unwelcoming clerical staff, and it hurts people. It hurts to feel unwanted, unwelcomed and resented by the staff. It is keeping some patients away from the clinic, as they don't want this treatment. When you are sick, elderly, unwell in any way, to be treated cruelly makes it all that much worse. This policy of Administration First, Patient Last, needs to be turned around. We must prioritize our patient care; that is what our NHS is all about. Again, I have very high praise indeed for the clinical staff. If only the admin staff would follow suit.

It comes across that they are always too busy for you. They do not co-operate with other health professionals. Working with other organisations could help the patient and them, but they don't seem to want to work with others. They border on rude to you

Though your staff are very friendly and nice, I’m still trying to collect a prescription that I’ve been trying for two weeks to get. I call to find out where it is, and then it isn’t there. I’ve tried twice to collect it from the surgery, the nurses say it is not there yet when I call just before arrival it is there. I’m still without my prescription and I’m about to need it. I’ve been out 6 separate times during a lockdown to try and get it plus numerous phone calls. They seem a joke now.

Today I received a feedback on a request of mine for more diazepam. I then had a triage phone call - they looked after my terminally husband until his death in December 18 and nothing was ever too much trouble. He talked to me with great sympathy and sorted matters out, Whilst I said thank you. 'what I mean is a real THANK YOU to my doctor and all of you in the front line. You are amazing.

Recently moved from Walton surgery, due to imminent closure, and so far things have been fine. Much bigger so I am not sure if I will experience same issues as Walton with access to appointments. The system here though with the 'callback' is for me an unusual one, but I get why they are doing it. Just will take a bit of getting used to. However, so far, I have had my initial appointment and back today for some bloods, which was easy to organise.

I do not like the callback system as you need sometimes to make an appointment in a few weeks when GP requests a follow up. There surely could be some leeway on this method. For me it is just frustrating and actually makes no sense.

I really feel there should be some expectation set for a time that you will receive a call back within. On school runs and working means it is a bit stressful knowing you will get a callback, but not when. I feel within 2 hours is a reasonable timescale and know of other surgeries that operate like this.

I get slightly frustrated on the telephone in the morning, then you get put on a call back list, which can happen as late as 4pm. I have been driving when my 'phone rings, which obviously I cannot answer, then I have missed the first call. They do sometimes try again, but again you just wait and wait and never know a time.

Overall the surgery is good. I have had numerous 'callbacks' over the last few weeks. Before Xmas though my medication changed (Cardiology related) and a week in to it, it didn't agree with me. I ended up in an ambulance. I do not understand why they cannot get staff member to make a call to you a week in when the medication is changed, to see how it is working for you. It would save other issues. Even if it was the Pharmacy that called (which I actually thought they were supposed to do, but they have never done this for me).