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 Poor service
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
I had to ring up for a sick note as the one I got wasn’t rite for my workplace and was told I had to ring my GP up I rang up and was told it be done for the following Tuesday. later on in the week on the Friday I ring up again just for an update and was told it was still going to be done for the following Tuesday later on in the day I get a message saying due to sickness I have to re arrange my appointment for the 14th march I Carnt afford to wait that long as I won’t get paid I also asked to speak to the manager and was told they had gone home I asked to speak ti the doctor I got told he’s busy but yet they can be late when calling you in. I also get told that I need to ring @ 8 o'clock Monday morning I try ring and it always says due to high call demand we Carnt take your call how many times do we need to ring and when your on hold it takes upto hour and a half to get through as it cuts you off. And on the website there’s no infomation about GP’S or nurses so you don’t know who your doctor is and you can see anyone who’s available bit wrong in my eyes.
Visited March 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. If you wish to provide your concerns and full name to the Practice Manager via email nnccg.contact-gfmc@nhs.net or telephone 0115 8965002, she will investigate this further. 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 Communications team will be updating our practice website shortly, I hope this will offer some reassurance and clarity to our patients. Kind regards Grange Farm Medical Centre
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Review titled Very poor
Rated 1 star out of 5
by Sue Hoyles - Posted on 28 March 2023
Ring at 8am for appointment, no 10 in queue get to 1 & cut of can’t take call 2 days on trot, drive up to surgery all closed doors locked shutters down on doors & windows
Visited March 2023
Review titled Grange Farm Medical Centre
Replied on 04 May 2023
Dear Mrs Sue Hoyles Thankyou for taking the time to give your feedback. We must apologise for any inconvenience this caused you. We are currently experiencing an issue with our phone lines, this is being looked into by our IT team and service telephone engineers, have been working and auditing the lines for over a month now. One of the things identified was an answer to why the calls drops, this is sometimes due to the overwhelming amount of calls in the queue at 8am in the morning. We have been advising patients to avoid calling in at 8 if it is not urgent, also to try and call at less busy times, unfortunately the day you came to surgery was a protected staff learning day and the surgery closed at 12, that day. 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 on the lines. 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 the lines and hopefully we can assure you the service to patients will improve for access on the phone lines. Kind regards Grange Farm Medical Centre
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Review titled Sorry state for GP surgery
Rated 1 star out of 5
by Anonymous - Posted on 15 March 2023
It’s a joke you ring & ring only to be cut off . Just phone hospital told me to get an app . Started ring at 3.15 spoke to a young lady at 6.10. About as helpful . …….. . Something needs to be done
Visited March 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 our Practice Manager on 0115 8965002. Kind regards Grange Farm Medical Centre
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Review titled Answer The Phone!
Rated 1 star out of 5
by Anonymous - Posted on 24 February 2023
It is impossible to make an appointment. Practice used to offer the ability to book online. Removed it for unknown reasons. Now the only option is to call. Attempt to do so in the morning and you'll get the 'we've been unable to connect your call' message. Try later on in the day and after a half hour wait in the queue its 'we have nothing left try again another day' I've been trying every day for weeks. Have only managed to see a doctor twice in the last year - do you have to physically drop dead in front of the doors to be seen? It's beyond a joke.
Visited February 2023
Grange Farm Medical Centre has not yet replied.
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Review titled Impossible to contact
Rated 3 stars out of 5
by Julie Boulton - Posted on 06 March 2023
Been trying to contact yourselves regarding my monthly reviews and medication. Has others have stated rings in queue then nothing. Still without my medication again today.
Visited February 2023
Review titled Grange Farm Medical Centre
Replied on 11 May 2023
Dear Ms Boulton 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 increased volume of 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. Kind regards Grange Farm Medical Centre
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Review titled answer the phone
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2023
3 days in a row i tryed to phone, you are number 8 in the que get down to number one it rings then hangs up sorry we cant take your call no one ever answer the phone whats going on
Visited January 2023
Review titled Grange Farm Medical Centre
Replied on 06 January 2023
Dear Patient, Thank you for taking the time to leave us your feedback. Our phones lines are exceptionally busy, receiving in the region of 700 calls in a day. This means people are waiting in queues for longer than we would like. On top of this we have recently identified an issue with our phone lines, which is resulting in people being cut off after time on hold. Please be assured we are working to rectify this as quickly as we can. If you would like to discuss this further, please contact the practice manager on 0115 896 5002, or you can e-mail to nnccg.contact-gfmc@nhs.net. Best wishes
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Review titled Terrible telephone access
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2023
you call and you get told you are 8 or 10 in the queue, wait half an hour and then this gets cut off. No response- no help. Have had to pay for private prescriptions because cannot physically get through to the practice. will be moving elsewhere.
Visited January 2023
Review titled Grange Farm Medical Centre
Replied on 03 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. Kind regards Grange Farm Medical Centre
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Review titled Dysfunctional practise
Rated 1 star out of 5
by Dawn Clements - Posted on 21 April 2023
To get on line to make a review states within the last 2 yrs Well if 2023 is not . What is .so hade to lie before I start. Had a text telling me I need to make a phone call appt to discuss medication for my thyroid. So no doubt I'm starting to suffer. That was 5 weeks ago. I go every Mon, wed, Fri to be told there is none. So what do I do. You ring you get cut off. I went up still with my phone ringing the surgery . No phones ringing in the surgery. Told them I'm ringing you. Was told yes I turn it off as it stresses me out. Discussting practise. I've asked 6 times to speak to the practise manager and you guess no reply . Again fri 21st of April went to collect my repeat prescription after giving it in at the desk it was only half done.a preventer inhaler missing and opioid painkillers missing. Was told I'll red flag it for the Dr to sign. To dam late when wells pharmacy is shut by the time I got a text. Our trained staff you get when you phone. Please tell me. What at. Your as useless at getting to see a dr. I was also told Monday the 17th April, to come up at 8am. Would that be me attached still to my oxygen having had my lung out recently. Asked what position am I in the queue for my tennis elbow to be injected 17th. So that's almost 1 year ago. Great difficulty when you have a stoma and your elbow doesn't move Looks like CQC need informing or lifes are going to be lost. Bet this review never gets answered
Visited January 2023
Review titled Grange Farm Medical Centre
Replied on 04 May 2023
Dear Dawn Clements Thank-you for taking the time to share your feedback. We apologise for the service you have recently received, you are correct this isn't good enough. We have noted all of the comments and concerns you have expressed in your post and please be assured the concerns you have mentioned will be discussed at the practice meeting, there are a few items listed as soon has we have some feedback for you, we will contact you personally. We do recognise how frustrating this incident must of been and again can only apologise for your ordeal that day. Unfortunately the practice have had a serious issue with the phone lines recently, We have installed extra phone lines and employed additional staff to try and manage the high volume of calls. 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. The concern you have with the injection unfortunately we have suffered some staff sickness recently, the injections is a specialised service and not all GP's are licenced to administer, we do now have a GP who can perform this procedure in practice so hopefully you should be able to book frequent appointments going forward. Kind regards Grange Farm Medical Centre
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Review titled Really hard to reach them
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
After trying for nearly one hour to reach them on phone, I finally get on queue. Then waited on queue until it was my turn and the line rang on and on until the line was cut off.
Visited December 2022
Review titled Grange Farm Medical Centre
Replied on 06 January 2023
Dear Patient, Thank you for taking the time to leave us your feedback. Our phones lines are exceptionally busy, receiving in the region of 700 calls in a day. This means people are waiting in queues for longer than we would like. On top of this we have recently identified an issue with our phone lines, which is resulting in people being cut off after a long time on hold. Please be assured we are working to rectify this as quickly as we can. If you would like to discuss this further, please contact the practice manager on 0115 896 5002, or you can e-mail to nnccg.contact-gfmc@nhs.net. Best wishes
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Review titled Can’t get appointment for weeks
Rated 2 stars out of 5
by Anonymous - Posted on 15 December 2022
Appointment system not fit for purpose Last time I tried I had to wait 5 weeks for an appointment and the practice has just cancelled it a week before with a message “Phone next week and rebook” So will I have to wait another 5 weeks? Probably Why are they saying they are open to new patients if they cannot provide a service to their current patients?
Visited November 2022
Review titled Grange Farm Medical Centre
Replied on 06 January 2023
Dear patient, Thank you for taking the time to leave your feedback about your experience. Achieving the balance between pre-bookable and on the day appointments is challenging for all practices. We would like to investigate your experience to see how your feedback could help improve our service. As we cannot identify you from your review, please contact the practice manager on 0115 896 5002, or you can e-mail to nnccg.contact-gfmc@nhs.net. Best wishes