Longrove Surgery Reviews Summary

Facility

Pros:

• "The only upsides are in relation to the facility, which appears to be clean and up-to-date."

Cons:

• "Possibly the worst GP practice I have ever had. So unorganised and unhelpful."
• "The GP surgery is a disgrace to NHS, if I could give less stars I would."
• "Utterly shocking all round. Completely impossible to get anything done."
• "Appalling GP. Can never ever get through on the phone."
• "This practise is unreachable, the website is unusable, I have been trying to contact them for months & been left completely helpless."
• "Actually getting to see someone if you're ill is genuinely traumatic, the website seems to go out of its way to be as confusing as possible."
• "Post-Covid this surgery has gone downhill - can't get through on the phone, can't book an appointment online, can't speak to anyone."

Staff Professionalism

Pros:

• "She checked my blood pressure, weight and inhaler technique(a first for me, as I've only ever had peak flow done)."
• "After a thorough examination, Dr. Gaon not only identified the issue but also outlined a precise course of action to address it."
• "Thank you so, so much for processing my emergency prescription request this morning, 18th August and was approved and ready within a matter of few hours at my nominated pharmacy."
• "I think I spoke to a Tracey, who was lovely."
• "Everything was done promptly and effectively."
• "Dr. Gaon went above and beyond by seeing us outside of regular hours."
• "To be fair, the doctors are brilliant."

Cons:

• "I would warn anyone joining this practice as a patient at some point you will be treated like an inconvenience."
• "Why do I also have to share my private intimate medical information with all the people in the queue at reception and in the waiting area waiting for an appointment."
• "The staff share my appointment information with random people who verbally assault me in the waiting area most times I go in."
• "The receptionists are often brusk and unhelpful."
• "I am sorry to say, but I do not feel I was treated with compassion, empathy, respect or had my dignity maintained whilst speaking with the reception staff recently."
• "They were rude and evasive."
• "Receptionists don’t seem to have the most basic customer service or literacy skills so leaving my health care in their hands seems silly."

Service Accessibility

Pros:

• "I had a good experience so far. I've been there in person and used the online requests and both worked well."
• "For the first time in several years I needed an appointment today. Fast and efficient response to my call, and given a time to go to the surgery."
• "When I made the initial call, the lady at the surgery was kind and understanding."
• "Had to contact a few times over the last few weeks as elderly uncle unwell. The reception staff and the doctors were excellent - phone backs, appointments, physical examination."
• "Amazing service from the Reception Supervisor. She did everything to assist despite how busy they get and ensured that a Doctor got in touch quite swiftly."
• "Called the surgery this afternoon for my son. Receptionist was lovely and informative."
• "Lovely receptionist greeted me at the desk. She smiled and booked me in with no issues."

Cons:

• "I called yesterday to make an appt for my husband and waited more than 25 mins to get to speak with someone."
• "I have been on hold for 4.5 hours today only for the phone to cut me off when I get to the front of the queue (TWICE!)."
• "Longrove surgery sent me a flu vaccine invitation, so I called to book... they can't book me in, because they've run out of flu vaccine this morning."
• "The administration is appalling and the front desk staff unhelpful. I have been trying to get a simple repeat prescription, after three days the paper based request form had not even been registered on 'the system'."
• "Recently I was waiting on my referral for an assessment, was told they had sent it (and I knew I had to wait 18 months) this passed, I checked and they hadn’t even sent it."
• "Staff managing the appointment lines are clearly instructed to deny appointments to anyone who shows the slightest hesitation in calling an illness an urgent emergency."
• "I've had important paperwork lost by their reception before."