Groves Medical Centre
171 Clarence Avenue, New Malden, Surrey, KT3 3TXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Nice practice
Rated 4 stars out of 5
by Simon King - Posted on 20 December 2023
But…..it’s impossible to request a simple blood test on the rapid health questionnaire. I feel fine but have been asked by the GP to have a second blood test. As I am not unwell I can’t get beyond the questionnaire. Very frustrating!
Visited December 2023
Groves Medical Centre has not yet replied.
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Review titled Rapid health e-form dangerous for patients
Rated 1 star out of 5
by Anonymous - Posted on 29 December 2023
We are all told to fill in the online form, which I do and it’s not easy. I also call at 8am as the online reply says email or call back in 48 hours (over a weekend that will be 4 days). I’m told they cannot give appointments on the phone now it’s all via the rapid health online questionnaire. The process, the time, the difficulty all makes sick patients want to give up or go to A&E neither of which is good for the NHS. Digital services do not work for all patients, there needs to be an exceptions process and the rapid health questionnaire is not well tested taking patients down tick box routes that don’t apply to them. Please please look at the questionnaire and the process. We all know the NHS is busy but driving patient’s to A&E in despair is not the answer, it might make your numbers look better but worse for patient and A&E resources.
Visited December 2023
Groves Medical Centre has not yet replied.
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Review titled Terrible new appointment system
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
I keep getting nurses not a doctor. A difficult system with no room for personal requests due to automation in all my 18 years with the practice only seen my doctor 2 or 3 times. Now only seen nurse. Feel the system is no patient based and no one seems to be able to be looked after properly. I have been I’ll for 3 weeks and feel like giving up trying to get an appointment.
Visited December 2023
Groves Medical Centre has not yet replied.
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Review titled Helpful and informative practice
Rated 5 stars out of 5
by gita rawal - Posted on 10 January 2024
Whenever i visit there they helped me. I found doctors are very polite and friendly. Easy to book appointment and visit.
Visited December 2023
Groves Medical Centre has not yet replied.
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Review titled Ridiculous wait times
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2023
I waited over an hour and twenty minutes for test results only to be told to have a phone consult three and a half weeks later. I get conflicting information between the gp who says my results are non-urgent and my NHS app which states it is urgent. The gp were no help in resolving this and so I am left worrying for three weeks.
Visited December 2023
Groves Medical Centre has not yet replied.
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Review titled Excellent new service to get prompt appt.
Rated 5 stars out of 5
by Mary Solan - Posted on 09 November 2023
Very professional Gp. I Felt actively listened to .Caring kind and extremely efficient and knowledgeable.
Visited November 2023
Groves Medical Centre has not yet replied.
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Review titled Admin understaffed
Rated 2 stars out of 5
by Anonymous - Posted on 07 November 2023
On hold for just over an hour to book an appointment and the receptionist tells me they close in 9 minutes and booking an appointment takes 15 minutes. They need more hands on deck answering calls! Online appointments available over a week in advance... not good enough! Admin staff also need telephone etiquette training. They are rude to people feeling unwell.
Visited November 2023
Groves Medical Centre has not yet replied.
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Review titled Rapid health triage
Rated 2 stars out of 5
by Anonymous - Posted on 15 December 2023
I have used the triage for a number of patients and different medical issues. The questions and answers algorythum forces instructions to go to A&E when you just need a GP appointment, it also provides appointments 6 to 12 weeks away when you need an emergency appointment. Calling the surgery at 8am and they have to do the triage get the same frustrating results and can’t over ride it to get an appointment. If you’re going to rely on this tool you also need override or exception process to book on the telephone using common sense and talking to patients. The new system is nit neurodiverse friendly or suitable for those with cognitive disabilities or mental health issues around stress/anxiety. Every firm takes 8-12 mins to complete this is too long and will frustrate people, causing some to give up, the answers being stored on medical records when the patient might tick an incorrect box is concerning when records flow to insurance evidence or occupational health abd may be inaccurate. Whilst the benefit to the surgery is clear, less resources, cost saving, the patients must be consider and an exception process outside of the questionnaire, with the phone is essential.
Visited November 2023
Groves Medical Centre has not yet replied.
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Review titled Awful experience
Rated 1 star out of 5
by Anonymous - Posted on 13 November 2023
Tried to book a GP appt with a particular GP. Horrendous amount of irrelevant questions asked on new Ai appt system. Still didn't get an appt. Patients will definitely suffer. God help anyone who is a patient at the Groves. Tomorrow switching to a new practice, anything better than this mess
Visited November 2023
Groves Medical Centre has not yet replied.
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Review titled Great practice but needs improvements
Rated 4 stars out of 5
by Anonymous - Posted on 09 November 2023
Got an appointment fine but was left waiting at the surgery for 1hour 15 minutes without being seen by the doctor or being warned if any issues. Also there is no signal at the practice so the free NHS wifi does not work-I could not make calls or do any of my admin on my phone-this was very stressful. Please therefore think about having a system in place to warn patients of a long delay. Please can you also improve your internet signal with a booster or let people sign in to groves reception internet. People can’t be off radar for that long a time in this day and age. Other patients, I would recommend taking a book at the moment or just have a snooze until things hopefully improve.
Visited November 2023
Groves Medical Centre has not yet replied.