Grange Farm Medical Centre
17a Tremayne Road, Bilborough, Nottingham, Nottinghamshire, NG8 4HQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Good Experience Today
Rated 3 stars out of 5
by Jane Locke - Posted on 12 February 2024
Visited practice this afternoon to try to book an appointment. Receptionist very helpful, courteous and understanding. Did all she could to help.
Visited February 2024
Review titled Grange Farm Medical Centre
Replied on 18 February 2024
Good Morning Jane Thank-you for taking the time to add the message and thank-you for the lovely feedback and kind words. I will share the message with the reception team today. Have a lovely day Best wishes Grange Farm Medical Centre
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Review titled Contacting practice
Rated 3 stars out of 5
by Joanne - Posted on 21 February 2024
I rang the practice to rearrange an appointment and was on hold for 1 hour 2 minutes and in queue position one for 28 minutes. Absolutely ridiculous
Visited February 2024
Review titled Grange Farm Medical Centre
Replied on 25 February 2024
Dear Patient We are doing everything we can to try and manage the demand at the practice, the period between 8-10 in the morning is very busy and even with 3 receptionist on the phones lines, it can still be a long wait, we do apologise for any inconvenience caused and do advise patients to call after 12 when the phone lines are less busy. If you would like to discuss the matter further please leave your full details at reception and the manager will be in contact, please be assured we are trying our best to answer to the needs of every patients. Best wishes Grange Farm Medical Centre.
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Review titled Such lovely and caring staff
Rated 5 stars out of 5
by Anonymous - Posted on 12 July 2023
I went for my over 40s health check and was so impressed with the service. Marie was kind, reassuring and very knowledgeable. She took the time to answer my questions and explained exactly what would happen next. Even having my blood taken was quick snd easy and I barely felt it. I left the surgery feeling lucky to have such a good service just around the corner.
Visited July 2023
Review titled Grange Farm Medical Centre
Replied on 12 August 2023
Dear Patient Thank-you for you comments, it is so refreshing to hear of your nice experiences when visiting the practice. We try to offer the best service we possibly can to all our patients. Thank-you for taking the time to feed this back to the practice. Best wishes Grange Farm Medical Centre
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Review titled A great practice, kind and caring
Rated 5 stars out of 5
by Angela Sheila Gilbert - Posted on 02 August 2023
Easy to make an appointment, staff are helpful and caring. The doctor was kind, reassuring and thorough, explaining my condition and made helpful recommendations. She arranged a blood test at the practice within 3 days and I was able to arrange an XRay for that same day. In other words, doctors appointment, blood test and X Ray in the same week. Received follow up text messages from the doctor within a 7/10 days.
Visited June 2023
Review titled Grange Farm Medical Centre
Replied on 12 August 2023
Dear Shelia Thank-you for your lovely feedback, the comments do really mean a lot to the staff who are everyday trying their best to support patients. The comments will be shared with the whole team, once again thank-you for taking the time to share your thought on the practice. Best wishes Grange Farm Medical Centre
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Review titled Gone downhill
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2023
Had a txt to get in touch with GP regarding test results. Rang.. cannot take call right now Rang later you are no 11 in queue Rang later you are 9 in queue, so waited After 35 mins told no 1 in queue ( now I’m excited), rings for 4 mins then told call cannot be taken right now!!!! What a joke this practice has become. Used to be fantastic, with wonderful staff, all willing to help you. Now seems none of them are bothered, scares me getting sick when they don’t even answer the phones !!!!
Visited May 2023
Review titled Grange Farm Medical Centre
Replied on 11 May 2023
Dear Patient Thank-you for taking the time to share your feedback. We apologise for any inconvenience this has caused you. We have recently been experiencing a serious problem with the phone lines at Grange Farm. The volume of the calls received is causing some of our calls to drop off. We recognise how frustrating this problem is for the patients and have been working hard with the support of engineer's and our extended IT team to try and resolve the problem. We have installed extra phone lines and employed additional staff to try and manage the high volume of calls recently. We have been asking patients to try and call at less busy times, as to not have to queue, we have been running audits on the phone line over the past few months, the data shows patients who call the practice between 11am-1pm or 3pm-6pm have had their calls answered within 5 minutes. We continue to monitor and hopefully we can assure you this will improve the service of the phone lines. If you would like to discuss further, please contact the Practice Manager on 0115 8965002. Kind regards Grange Farm Medical Centre
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Review titled They never bother to respond
by Prasien - Posted on 15 May 2023
We've been trying to get them to address certain issues for over a year now, someone has tried contacting them on my behalf several times, she's either ignored or told someone will get back to her but they don't. They tell you to contact them via email but never bother to respond, it's no good trying to ignore issues that need to be addressed, when the GP surgery is part of what has caused them.
Visited May 2023
Provided by Care opinion
Review titled Grange Farm Medical Centre
Replied on 15 May 2023
Dear Patient Thank you for taking the time to share your feedback. We apologise for any inconvenience this has caused you. Unfortunately, we are unable to locate your details with the name given. Please could you provide your full name and concerns to the Practice Manager via email nnccg.contact-gfmc@nhs.net or telephone 0115 8965002, she will investigate this further. Kind regards Grange Farm Medical Centre
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Review titled Could be dead before they respond to any communication
Rated 2 stars out of 5
by Tony Sandland - Posted on 07 June 2023
They prescribed a months supply of diabetic medication but would not allow repeat prescription to be ordered until six weeks after. 2 requests via Systmonline requesting correction were ignored 3 requests over two weeks via contact email were ignored Visit in person to surgery to pursue request - was told it would be red flagged asap - no correction was subsequently made. Following further email to surgery resulted in statement stating/confirming medication would be made available that day - It wasn't A local Pharmacist advised that feedback from other patients indicated this was an ongoing problem and suggested that I register with another surgery - so the crisis affecting this surgery is well know and surely dangerous as the admin system is obviously not fit for purpose. The surgery admits to staff shortage, staff illness, holidays etc and clearly any assurances/statements made to patients cannot be relied upon. The underlying worry however is that this once good surgery appears to be going downhill at breakneck speed and in the process will risk patient lives as no-one in the surgery appears to have any interest in providing even a basic but effective means of communication with patients regarding them we suspect as nuisance value only..
Visited May 2023
Review titled Grange Farm Medical Centre
Replied on 12 July 2023
Dear Tony Sandland Thank you for your feedback. The Practice Manager has a record of your concerns and has a full detailed response to your concerns which will be communicated shortly. Our response will hopefully offer you some reassurance and clarity regarding the prescribing on your medications and the frequency required for these medications. Patient safety is taken extremely seriously at the practice. We have recently recruited new staff members to help with practice demand and made changes to our prescription process, improving efficiency. Our website will also be updated shortly, displaying the different ways patients can communicate with the practice. We have been asking patients to try and call at less busy times, as to not have to queue. Our audit data shows patients who call the practice between 11am-1pm or 3pm-6pm have had their calls answered within 5 minutes. Our emails are also being monitored and are reviewed on a daily basis. If you have any further questions or concerns, please contact the Practice Manager. Kind regards Grange Farm Medical Centre
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 19 April 2023
Told to ring in the morning to book an appointment. I said but you don't answer your phone. I was actually told by receptionist that if they are working on there own they can't answer calls. I brought this up face to face with the receptionist and I was assured that the phone call will be answered and wouldn't be cut off at caller 1 as it usually does as they had addressed this. What happens this morning call dropped. I visited the surgery last Wednesday to ask for blood results. I was told they are back but the Doctor needed to action them. I rang yesterday to ask for appointment to speak about blood results and was told they are not back. Honestly at the end of my tether. Further action being taken.
Visited April 2023
Review titled Grange Farm Medical Centre
Replied on 04 May 2023
Dear Patient Thank-you for taking the time to share you concerns. Please accept our apologises for any inconvenience caused. We have recently been trying to resolve the telephone issue we have, this has been escalated and we are trying everything to resolve the issue, we have support from the engineers and our extended IT team. We are currently receiving a high volume of calls at certain time of the day causing the phone line to drop. We have been trying to address the issue and in this we have an have installed extra lines and additional staff to mange the demand of calls. We have also introduced a new morning triage system to try and ensure all patients are called/seen on the day so hopefully this will help support the demand. If you would like to discuss further please leave your details FAO of the new manager who will contact to you to discuss your concerns further. Kind regards Grange Farm Medical Centre.
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Review titled Amazing nurse
Rated 5 stars out of 5
by Katherine Ellis - Posted on 17 April 2024
I had a genuinely nice visit with the nurse today she made me feel at ease as really was lovely and informative
Visited April 2023
Review titled Grange Farm Medical Centre
Replied on 18 April 2024
Thank-you for your lovely feedback, i will share your comments with the nurse, we value your feedback thank-you for taking the time to complete this feedback best wishes Grange Farm Team.
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Review titled What's Gone Wrong?
Rated 4 stars out of 5
by Jane Locke - Posted on 06 April 2023
Having read many of the recent reviews it is clear that whilst our GP's are doing all they can, you have more chance getting through to Buckingham Palace than our surgery. Many patients are on phone credits and I'm guessing use much of these waiting a long time in a queue only to be told to call back. I understand staff being frustrated when challenged but patients are often worried and frightened and need to see a doctor, so unfortunately being front line staff will take the brunt of patient frustration. We need the Patient Participation Group resurrected so patients understand what's happening and can support the practice in whatever way we can. Patients need information; not a recorded message; which only adds to everyone's stress levels. Reception he staff can be very abrupt, which I have experienced personally and observed others, often older patients feeling embarrassed and upset. This is not acceptable. A lot of good staff have left for one reason or another. City Partnership needs to get a grip. All was running reasonably well until they took over in my opinion.
Visited April 2023
Review titled Grange Farm Medical Centre
Replied on 11 May 2023
Dear Ms Locke Thank-you for taking the time to share your honest feedback. We apologise for any inconvenience this has caused. We have recently been experiencing a serious problem with the phone lines at Grange Farm. The volume of the calls received is causing some of our calls to drop off. We recognise how frustrating this problem is for the patients and have been working hard with the support of engineer's and our extended IT team to try and resolve the problem. We have installed extra phone lines and employed additional staff to try and manage the high volume of calls recently. We have been asking patients to try and call at less busy times, as to not have to queue, we have been running audits on the phone line over the past few months, the data shows patients who call the practice between 11am-1pm or 3pm-6pm have had their calls answered within 5 minutes. We continue to monitor and hopefully we can assure you this will improve the service of the phone lines. Our Practice Manager will be in touch with you shortly as we are due to continue Patient Participation Groups in the coming months. We would appreciate your in put along with other patients who wish to participate. Kind regards Grange Farm Medical Centre