The Grange Group Practice

Getting a face to face appointment is very difficult, the reception staff are rude and often don't listen to my concerns. When I have seen the doctors I have been very happy with the care they gave me and trusted their knowledge but getting through reception to see a doctor has made me consider leaving the practice.

I am always treated well and feel listened to. The reception staff are friendly and do their best to get you seen quickly. Great service.

English is not my first language and I struggle to read and understand some things. In the past when I have been told by the practice to use the online booking system I have struggled to understand the questions. When I called the reception desk for help I was just told to go back online to book an appointment, which did not help me.
In the end, I did not book the appointment and waited but the problem got worse, I called again but this time they let me have an appointment straight away. The Doctors I have seen have been very good and helpful.

I joined the practice just before the pandemic and during the pandemic, the service was very poor and I would have given a 0-star rating then as I didn't receive the help I needed and was dismissed a lot. Since the Coivd restrictions began to lift things have improved greatly and I have found them to be much more responsive. I also think the reception staff have been friendlier in recent months. The waiting time on the phone can still be lengthy, but that's to be expected.

I've been coming to the surgery for 6 years and never had a problem. I never struggle to get through on the phones or to get an appointment. Very happy with the service.

The staff are always very helpful and patient with me and I can always get through to talk to someone or to get in to see the doctor when needed. The Doctors offer great advice and listen to my concerns.
I also find it really easy to order and collect my repeat prescriptions.

I used to see a couple of regular Doctors, I am aware many of the Doctors have left the practice and now every time I come I see someone different. It's too many faces for me to remember who I have told what to and for them to remember me, so I end up having to repeat myself and my situation every time, which is frustrating and time-consuming. I feel appointments can be rushed at the best of times, so I feel this does not help.
I also find some of the reception staff rude and dismissive and I am often told to 'call back tomorrow when I call to make an appointment, which isn't helpful.

If you call the practice to make a general appointment you can be in a queue of up to 30 people , you can't get through ,it's difficult and daunting , there's not enough staff to handle the amount of calls. Once you get through the doctors are kind, patient and helpful. There's no way to be able to come and just have general consultations for several checks.

The main problem is getting appointments and getting through. The system is reactive not proactive. E consult focuses on specific things and you cannot book for a general appointment . The e system is geared for specific things with no options to tick for issues such a prostate check up. For this appointment i booked through E consult and sent a picture and got an appointment on that basis and I am not sure if it is a nurse or Doctor for today's appointment . I am happy with nurse practitioners to help with some appointments but for others I think you need to see the GP. In the past staff on reception were not trained to recognise between urgent and non urgent cases and didn't get an appointment for a week.

Before Covid it was good, no problems with appointments but at the moment it is very busy.