Granville House Medical Centre

Really great experience today managed to get an appointment the same day really nice staff and a doctor that actually listed
Mar 13th, 2023

I have been trying to get an appointment all week to get a sick note, as I am on new medication that can be dangerous and needs monitoring regularly and I havent been feeling well on it. I cannot get in touch with the doctors at all I have rang 57 times this morning! What a joke
Dec 28th, 2022

Amazing reception staff ! Amazing doctors ! Well done Granville road Im great full for all your hard work and to be apart of Granville road
Dec 9th, 2022

I cannot begin to describe how ridiculous and stressful the booking system is. It causes me more stress than the actual illness Im trying to ring about. You can forget about booking an appointment in the morning, it takes a few days to even get through and speak to an actual human. And thats if youre lucky. Who has the whole morning to spend on repeatedly pressing the redial button?? While trying to get ready for work and also look after your little ones. There isn't even a queuing system so that you can expect when youll be able to speak to someone. You just have to be glued to your phone for an hour straight (literally. I usually make around 200 calls in that time) to then be told theres no appointments left and to just try again tomorrow. I guess you have to be unwell enough to go to A&E when you need help or otherwise just continue being in pain until someone deigns to answer the phone. This only used to happen in the mornings but Ive now been ringing in the afternoons for the past 3 days to try and book a flu shot for my daughter and either the line is busy or no one is answering. It is an absolute disgrace. I cannot speak to the allegations that staff are rude and unhelpful though as that has not been my experience. The actual doctors Ive spoken to have always been nice and competent and Ive no complaints there. Something has to change though about the way this surgery is run. I would have changes practices long ago if there were any better options in the area.
Sep 6th, 2022

September 2022: 4 Stars Booked appointment online to see a doctor face to face. Outside practice it says to wear a face mask so I put mine on and went inside. I didn't notice any other patients there. The machine to log patient arrivals was off so I waited to be addressed by a staff member. No staff were on the phone. A staff member spoke after about 20 seconds of pressing the smartphone in her hand (I wouldn't know what that was for). I gave my name and which doctor I had an appointment to see (Dr Eccles). The lady showed me which waiting room to wait in. Appointment with the doctor was 20 minutes and I felt that was just right for my needs. I miss my former doctor who has retired but Dr Eccles and the other doctors are great. Early 2022: 3 Stars Used to be the best. Gone downhill now. The Doctors are still great and that is the sole reason for the 3 stars. The place would be perfect if it wasn't for the prescription staff and the centre manager who are under investigation by the NHS Ombudsman for refusing to correct their mistake of sending my prescription to the wrong pharmacy, telling me they cannot correct it and suggesting I correct their mistake for them. Then on top of that the manager claimed they fixed the problem as soon as they were made aware of it (ignoring the proof that they told me they couldn't correct it). Also manager claimed staff were 'discussing options' rather than telling me to sort their problem out myself yet he refused to offer proof by way of telling me what possible options could be discussed when it was his staff who sent the prescription to the wrong place. In another incident I had a prescription staff member trying to refuse a repeat prescription for Nasonex. The recording of that call is with the NHS Ombudsman also. This place needs overhauling. Non-medical staff need retraining. The manager needs replacing completely because he's proven he cannot be trusted whatsoever. The best advice I can give you if you are with this people is keep a record of everything they tell you, including telephone conversations. Update: The manager I reported has now left the practice. On 1st January 2022 I noticed this practice had quietly removed the messaging facility from EMIS Patient Access. This facility was used to request repeat medication that they were unable to specifically add to the 'repeat' section. As an individual on the spectrum this was my preferred method of requesting medication and its removal makes things more difficult for everyone especially myself. It restricts people to using older methods of contact such as telephone, post, in person visit. This practice is going backwards (by creating services and taking them away again). On 4th January 2022 I observed that the messaging facility was still not available on EMIS/Patient Access so as a direct result of this I had to book a doctor's appointment for something which the admin staff should have taken care of. While the pandemic has made matters worse it shouldn't be ignored that this practice was struggling to cope beforehand. I believe the quality of service we observed in 2019 was the result of an increase in patient numbers over the past 20 years such as those on the new housing estates. When this happens places such as Granville House need an increase in funding to cater for these extra patients who deserve the same level of care as everyone else. It shouldn't be considered normal to have to make over a hundred phone call attempts before someone answers for the people who have experienced that.
Sep 5th, 2022