The Groves Medical Centre

I had a superb experience yesterday from Naomi in respect of an undesirable lack of communication issue between two parents of a very young child. Despite my feeling very guilty that I was having to seek medical information about my child from my child’s GP practice, Naomi could not have been more friendly, helpful and understanding and her only concern was for my child’s welfare, for which I am eternally grateful. She then went the extra mile to ensure that I had the information about my child and the reassurance that I needed at the start of a period when the practice would be closed for four days.

I have also received fantastic service, help and support in the past on numerous occasions from Lucia, Jasmin and Dr Vish. I feel very fortunate to be registered at this GP practice.

Trying to get an appointment is near on impossible. However Dr Vish Retnasingham has been really supportive and amazing.

So the story goes:

Today I had an telephone appointment , didn’t ring through and got a message to rebook. I called the moment within receiving this message to say I had a missed call, but it never came through.

It took 10 minutes to get through, I explained the situation and the receptionist told me the dr would call back today.

I had taken whole day off work to sit next to a phone call that never came. I called back to be told, I must rearrange and all managers have gone home. Nothing can be done.

Very frustrating, sorry to say but poor patient care considering the reason for the appointment. I am disappointed with the receptionist who handled my situation today.

But the Dr has phoned me and has been really understanding. He phoned on his on ethic to call back if they don’t get through. He’s always working late to see his patients and I appreciate he’s care and professionalism.

He is most certainly an asset to the the practice as I was let down by another member. He did explain it’s hard for the appointments to be managed with the limited availability of appointments but I do feel the receptionist could have done better.

Dr Vish deserves recognition for his hard work and warm friendly attitude with professional care and advice. Not just a pat on the back but something more to show he’s a valued member of your practice.

I have been happy with the service here since I joined in 2019. The triage ahead of appointments seems to really work and the doctors always have time to talk to you. The staff in the Pharmacist are excellent, especially Ola who is always helpful, cheery and professional.

I checked-in early for my appointment and 45 minutes after my appointment time I asked if they're behind schedule? I was told that I missed my appointment, nobody even called out my name and I took a day off work for it too. They couldn't fit me in for the day do my day off was pointless. The receptionist was lovely though

I think the practice, ie the doctors are great, but where they fail on an epic scale is the front end, the staff are unpleasant, you have to wait for over 30 mins before your call is answered and they are unapologetic. I often don’t call due to not wanting to deal with front of house.

Having been at this surgery for the past 33+ years, it has become more and more difficult to book an appointment. You have to wait on hold for 30-40 minutes at a time to then be told all appointments have gone for the day and that you should call back at 2pm when the surgery opens again following lunch to release the afternoon/evening appointments to be told the exact same thing. I am someone that works full time so taking an hour out of my day to sit on hold is not possible. Every time you go, you see a different doctor, the reception staff are beyond rude and are so unhelpful.

They pestered me on numerous occasions calling me every few weeks through covid 19 to attend the surgery to get a vaccine. When I told them I would not be having the jab and to stop calling me, the receptionist said that she would mark me down as a 'not for now' and that they would be in touch again. I am now being pestered to have yet another vaccination for the flu jab when my records will show that I've not had one for over 15 + years.

I called the surgery last week to ask for a telephone call with a doctor to get antibiotics subscribed for an ingrowing toe nail that had become infected. I was advised to do this by two separate pharmacists. I had to fight to even get a doctor to look at a photo of my toe as again was being told i could not be provided with an appointment. The doctor didnt even call me back the receptionist did, I got told that the doctor was unable to prescribe antibiotics and I was advised to go to a&e?! During a time when covid is back on the rise was this really the most sensible thing to do? Over the next 48 hours my toe got worse and I couldn't walk. I called 111 and they prescribed me antibiotics over the phone within an instance. Why could the doctor at the surgery not have done that in the first place?

Absolutely shocking!!!!!

I will no longer be using this practise as I have lost patience with them on all aspects. It is over run and they have taken on way too many patients since moving site. Their appointment system is somewhat ridiculous and it is not the same friendly, helpful and pleasant surgery it once was.

I would give it zero stars. This GP always manages to lose medical records and never issues repeat prescriptions. It puts patients at risks especially if they are in remission. They never reply to emails. No communication at all regarding medication. CQC need to investigate this

I have been registered with the Groves.since back when Dr Sherski & Dr Harris were at Lime Grove. They must be doing something right as I am still standing (touch wood). So thank you! The countless times Dr Fensom, Dr Vish, Dr Kopec, Dr Grippaudo, Dr Jarman, Dr Greenberg & others have come to my rescue (literally saving my life), the nurses struggling to find my veins and the front of the house. Carly, Lauren, Basil, Sarah, Val, Lucia, Lucie, Meghan, Jackie, Dawn, Natalia, Naomi, Serena, Sashi, all who are fantabulous, working non-stop, helping with my myriad of issues and must be tired of seeing seeing my silly face. I know at times like these, people don't tend to leave positive reviews - but this practice is like a second home to me and everyone working there is amazing. You may have to wait to get an appointment but that's only because they are so popular! So, thank you lovely people, I clap for you always 👏