Grove Medical Centre
Grove Road, Felixstowe, Suffolk, IP11 9GAContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great Practice
Rated 5 stars out of 5
by GARELD - Posted on 10 November 2024
Called early to book appointment, answered quickly despite the queue, I had a call back in about 1 hour and problem solved over the phone, medication sent to the chemist. I have used the Grove many times and have always found them very helpful. Their handling of the Covid situation was great and well organised. Thank you to all the staff and helpers
Visited November 2024
Review titled Grove Medical Centre
Replied on 11 November 2024
Dear Gareld, thanks so much for your review. The reception team have been working hard to improve the telephone queuing times and our new phone system has helped with this. I am glad you have had a good experience. Aimee Wiseman Assistant to the Practice Manager
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Review titled Reception staff could try to be helpful
Rated 2 stars out of 5
by Lorraine - Posted on 02 October 2024
Arrived what I thought was 10 minutes early for my appointment, I had made a genuine mistake and was in fact 5 minutes late. Oh no what can we do. You’ll have to book a new appointment, it would have been lovely if the receptionist had made enquiries about whether the nurse could fit me in still. It may have been a no and I would have accepted that news, I made a genuine mistake and felt that I was being punished for being a bad girl.
Visited October 2024
Review titled Grove Medical Centre
Replied on 03 October 2024
Dear patient. Thank you for taking the time to write a review for the surgery. I can understand your frustration at having to rebook your appointment but I can confidently say that the team of Receptionists we have would have been very aware if the clinician had time to ‘squeeze’ you in and it appears that on this occasion it was not possible. Appointments can range from 10 minutes to an hour and if a patient is even a few minutes late this can have a serious knock on effect for other patients and create a stressful environment for the clinician. We do send a text message confirming the date and time of the appointment and a reminder text message the day before. Thank-you again for taking the time to provide feedback. Aimee Wiseman Assistant to the Practice Manager
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Review titled Positive Experience
Rated 5 stars out of 5
by Anonymous - Posted on 17 April 2024
I called early in the morning for an appointment and my call was answered very quickly despite being 20th in the queue. I was spoken to 45 minutes later by a GP and offered an appointment to be seen an hour after that. I was seen and prescribed medication all before midday. Excellent service, we should be proud to have this fantastic surgery in our little town.
Visited April 2024
Review titled Grove Medical Centre
Replied on 18 April 2024
Dear patient, I am really pleased to hear that you were happy with a recent experience at the surgery. The staff do work incredibly hard to provide the best service possible. We have a great team. I will certainly share your feedback with them. Thank you Aimee Wiseman Assistant to the Practice Manager
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Review titled Colonoscopy and gastroscope Examination
Rated 5 stars out of 5
by Doug Barnard - Posted on 01 August 2023
I just want to thank the whole team for my excellent treatment yesterday, they had quite a job, and wasn’t without pain, but they were able to complete the procedure and I have nothing but praise for them. I’ve had quite a few things done in the last 2years, all on the NHS and my opinion is we are very, very lucky to have it.
Visited July 2023
Review titled Grove Medical Centre
Replied on 01 August 2023
Dear Mr Barnard, Thank you so much for taking the time to provide feedback. I'm very pleased to hear that you had excellent treatment from the endoscopy team. I will certainly feed this back to them. It is always so nice for the staff who work so hard to hear positive feedback. Thank you once again, Aimee Wiseman Assistant to the Practice Manager
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Review titled Unbelievable
Rated 1 star out of 5
by Anonymous - Posted on 07 April 2023
I am not a patient but I had occasion to visit the Grove Medical Centre with an elderly neighbour whose husband is seriously unwell This is an account of what I witnessed ….. She wanted some details of his referrals to hospital . She was extremely distressed and came to me after not being able to contact the doctor as the receptionist could not disclose anything to her .She was told on the phone that there were no appointments today and she would have to phone back tomorrow. They had already had a consultation previously with a senior doctor and were very satisfied with the help and concern he showed to them both . But as her husband seemed to be no better at all ,their sons wanted to know how far down the road to treatment things were progressing .I told her I would take her to the Grove to see if we could see someone . This is what I witnessed at the time … The receptionist we spoke to was like a brick wall and was certainly not going to divulge any information or refer the case to a senior person at the surgery , constantly repeating that we would need to phone tomorrow morning . I myself became very angry and was told to calm down by the receptionist which quite frankly I feel was red rag to a bull for me .Having worked as a Doctors’s receptionist myself for 10 years all I can say is that things have changed very much for the worse . In the same situation when seeing a wife who was obviously very distressed about her husband and a friend trying to get the position across for her , I would definitely have called for a nurse or doctor to help . Sadly we all know that Doctors and Nurses are very in demand but receptionists need to use some common sense and in our situation the whole angry scenario could have been avoided if some common sense had been used . May I suggest that your receptionists are trained to be more sympathetic to a situation that we the general public now find ourselves in , particularly when elderly .
Visited April 2023
Review titled Grove Medical Centre
Replied on 17 April 2023
Dear anonymous, Thank you for taking the time to leave a review following your visit to the surgery. I apologise if you felt unsatisfied with your recent visit. All of the staff at the surgery work extremely hard and provide the best possible service to its patients and visitors sometimes in very demanding and pressurised circumstances. As i am sure you are aware having worked in general practice yourself, the rules around sharing medical information with family, friends and others is restricted by GDPR. Unfortunately this does not change when the patients are elderly or the patients become more demanding and angry. If you would like me to look into this matter further for you i would of course be happy to. Please contact me directly on aimee.wiseman@nhs.net. Thank you again Aimee Wiseman Assistant to the Practice Manager
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Review titled This practice made me ashamed to be working for the NHS
Rated 1 star out of 5
by Anonymous - Posted on 13 January 2023
Officious unhelpful reception staff made it impossible to communicate about my children's health. Medical staff was normally helpful, but very difficult to reach. I was unable to schedule an appointment with a doctor - only the nurse. I was unable to obtain a follow-up appointment, instead I was required to call on the day and skip work for me and school for my child to talk to the doctor, as there was no specific time given. I was unable to obtain an appointment with a doctor or any referrals for a diagnosis, "try a tablet and see if this helps"approach to treatment. The risks and benefits of treatment options were not discussed. Practice manager never called back to answer my questions, though I was told that that is the procedure by the receptionist. I changed to another practice and received helpful advice, appointments for me and children and kind treatment from the receptionist - what a contrast!
Visited November 2022
Review titled Grove Medical Centre
Replied on 16 January 2023
Dear patient, Thank you for taking the time to provide feedback for us. It is important that we receive feedback as we use it as a learning tool. It is very disappointing to hear your views on the service we provide. To be able to look into the issues you have reported, it would be really helpful if you could provide your details so we could investigate further. Please contact me directly aimee.wiseman@nhs.net. All of our calls are recorded so we have the facility of listening back to them, and again, using them as a learning tool. Aimee Wiseman Assistant to the Practice Manager