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Avoid at All Costs

Story from nhs.uk

"Avoid at All Costs"

About: Grove Surgery

I’m writing this based on multiple first-hand experiences with Grove Surgery that have left me frustrated, angry, and extremely concerned for anyone relying on them for proper care.

On one occasion, I waited over two weeks just to get an appointment, despite calling several times and explaining that I was unwell and needed help urgently. When I finally saw the doctor, I was given vague advice, no real diagnosis, and sent away feeling worse than before. It felt like they just wanted to get through appointments as fast as possible, without actually listening or helping.

In another instance, I was shocked to discover that a receptionist had issued and signed a fit note on behalf of a doctor something that I understand should only legally be done by a medical professional. That alone raises serious red flags about how things are being run at this practice.

I’ve also witnessed the receptionist being blunt, unhelpful, and dismissive on the phone when I’ve called in with concerns no compassion, no patience, just robotic and cold responses. It’s made every interaction with this surgery incredibly stressful and upsetting.

After these experiences, I’ve completely lost trust in Grove Surgery and am actively changing my GP. If you’re considering registering here, I’d strongly urge you to look elsewhere your health and peace of mind deserve better.

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Responses

Response from Grove Surgery yesterday
Grove Surgery

Submitted on 08/05/2025 at 13:57
Published on nhs.uk at 13:57

Dear Patient,

Thank you for taking the time to share your experiences. We are very sorry to hear that your interactions with The Grove Medical Centre have left you feeling frustrated, unsupported, and concerned. This is not the level of care or service we strive to provide, and we take your feedback seriously.

We understand that delays in getting appointments and not feeling heard during consultations can be incredibly upsetting, especially when you're unwell. We also take the issue you've raised regarding the issuance of a fit note very seriously. Fit notes are only completed and signed by a qualified clinician; receptionist do not have access to issue a fit note. Receptionists at The Grove Medical Centre do not have the authority or access to issue or sign fit notes. Only a qualified medical professional can do this. Reception staff may print a fit note that has already been completed and authorised by a clinician, but any such printed copy will be clearly marked with a “DUPLICATE” watermark, indicating it is not an original issuance.

Additionally, we are sorry to hear that your experience with our reception team felt dismissive or lacking in compassion. We aim to treat all patients with kindness, respect, and professionalism at every stage of their care, and we clearly fell short in your case.

Please be assured that your concerns have been shared with the relevant teams. If you're open to it, we would appreciate the opportunity to discuss your experiences further and investigate them in more detail. You can contact the surgery directly or write to our practice manager in confidence.

We sincerely regret that your experience led you to change practices, but we appreciate your honesty and will use your feedback to improve.

Thank you,

The Grove Medical Centre

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