Grove Surgery

Feedback

• Some good staff, condition missed

  2

  Submitted by collected by Healthwatch Norfolk staff 15th May 2025

  I told them I didn't feel well and they recommended physio however my arm became so swollen and painful I went to A&E and it was found to be arthritis which I've probably had for years, and physio wouldn't have been the right thing. I had problems with my knees years ago and looking back now that was probably due to arthritis. I had critical illness cover which ran out in December last year so I'd called the surgery in November to double-check I definitely had no conditions. They said I didn't so I let it lapse and then found out I've got arthritis and I'm not covered. I told the surgery I wanted to complain, a lady spoke to me and said they'd been busy but they're dealing with it. I've not heard anything else from them and it's been months. Everything is a battle although there are some good staff.

• Reply from Grove Surgery

  Dear Patient. I am sorry to hear that you have had a poor experience with our practice. This is not what we expect. If you wish to discuss this further please contact me. I will be happy to investigate and feedback as necessary. It is really important that patients provide both positive and negative feedback so we can use it for constructive training and learning. I look forward to hearing form you. Kind regards Tina Patient Services Manager

• Put off from going back in

  3

  Submitted by collected by Healthwatch Norfolk staff 20th January 2025

  I had a lump behind my knee for a long time and was told to self-refer to the physio who I never heard from. I went back in to the doctors two more times, eventually I was told it was thrombosis and to go to the hospital. I had a scan and was prescribed medication for six weeks and told the GP would decide whether it should continue, they didn't. I've got more pains in my leg and a lump but I'm put off going in as I feel like they're just going to tell me to take paracetamol like they did before. I've got other things I need help with but I get worried about trying to book the appointments and I'd need a lot of them because they don't let you talk about more than one thing at a time. I did have a good experience in December where I'd badly cut my leg. I went to the surgery just before it closed and the paramedic cleaned me up and sorted it out. They were absolutely lovely.

• Reply from Grove Surgery

  Dear Patient, Many thanks for your feedback. It is really important that patients provide feedback so we can use it for constructive training and learning. If you wish to discuss this further, please feel free to contact me. I look forward to hearing from you. Kind regards Tina Patient Services Manager

• I find them helpful

  4

  Submitted by collected by Healthwatch Norfolk staff 9th December 2024

  I find them very helpful. I can get seen when I need to, they're good to me. The National Health Service has been good for me.

  
  
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• Mostly get the response I need

  4

  Submitted by collected by Healthwatch Norfolk staff 9th December 2024

  On the whole I personally find a way of working with it, the system. I know how to get on the internet but I don't always have access to it if I'm away from my laptop when I'm at work. I do find when I come down, on the whole, the receptionists are very good. Sometimes I get sent links for prescriptions but I prefer when they do them for me. Like most people, the frustration is when you'd like to see somebody face-to-face and that's not always easy. The forms aren't always easy to find, they changed the website but I've got used to it now. I have to say when I do get a call or I come in mostly I've had the response I needed. I had had an issue with my face for a couple of months which I tried to self-medicate but I think this made it worse. I'd spoken to the pharmacist who said to see a doctor but because of issues getting access I didn't.

  
  
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• Very good

  4

  Submitted by collected by Healthwatch Norfolk staff 9th December 2024

  Very good, I can see a doctor when I need to. There's nothing they could do better.

  
  
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• Phone appointments are difficult as English is my 2nd language

  4

  Submitted by collected by Healthwatch Norfolk staff 9th December 2024

  They're very good. It's got better in the last two months - the staff have changed - the people are now very different and friendly. Sometimes when you try to see the doctor you're told to call back the next day and sometimes they want to do it over the phone. As English is not my first language, this is more difficult for me. I worry a lot about my health as I had a stroke last year and was in hospital for five weeks, I don't want that again. I don't just come to the doctor when I don't need it, I'll try things at home first so when I do need a doctor I would like to actually see one. I'd been coming for eight months about my blood pressure, they didn't get it under control and I had a stroke.

  
  
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• Everything's alright

  5

  Submitted by collected by Healthwatch Norfolk staff 9th December 2024

  Everything's alright here.

  
  
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• I like using the online form

  5

  Submitted by collected by Healthwatch Norfolk staff 9th December 2024

  They're fine, I normally use the online thing to make an appointment and I love it - sitting on the phoneline for hours is a pain. The form is open all the time. I was seen early for my appointment today as they were free. I popped to the Healthy Living Centre and came back which I don't mind as I'm happy everything was done in one morning.

  
  
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• Very helpful

  5

  Submitted by collected by Healthwatch Norfolk staff 9th December 2024

  They do a wonderful job. Very helpful.

  
  
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• They're all lovely

  5

  Submitted by collected by Healthwatch Norfolk staff 9th December 2024

  I've got no problems at all, they've been very good for me. They follow through with enquiries. I'd asked about the RSV vaccine and there were no appointments left but they called when they did have some. I've had a referral for my shoulder too. They're all lovely, the receptionists are very good and very helpful.

  
  
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