I've been with this practice for years and since they merged with another local surgery a few years back the service is unbelievable bad, shockingly so. You need to plan to be be ill to get an appointment and even then trying to phone at 8am along with hundreds of other people is absolutely frustrating. If you have the patient access app like I have then you find that you can't now book an appointment online even for a few weeks away but strangely enough you easily book for non GP paid for services. Taking on the patients from another surgery was a bad move and has made a fantastic surgery into an awful one.

Waited over an hour on hold to get through, and the receptionist tells me she can't help me book an appointment as she has "9 minutes until closing time and the triage questions take 15 minutes" while I'm having a repeated allergic skin reaction. Completely gobsmacked. One star is even too much. They need more admin staff answering calls at the very least, and those staff need better training in telephone etiquette. Update... a call took 1 hour 35 mins to be answered 2 months later. Clearly things have not improved.

The description of this place as a medical practice is very misleading in my opinion. I seldom get to see a doctor when I need to and even when I do, the appointment is rushed and my concerns are not taken seriously. For over three years they have failed to diagnose my elderly mother with a serious condition, despite me dropping dozens of blatant hints and practically making the diagnosis for them. They regularly make the most basic of errors with my medication and repeat prescriptions. Especially nurse Sally, who is rude and doesn't listen to her patients at all. For example, I asked for repeat eye drops following recent eye surgery and was told after much delay that I needed to provide written evidence from the eye surgeon! What sort of medical practice treats its convalescing patients in this way? It's not an insurance claim for crying out loud! The length of time they take to answer the telephone is also unacceptable in my opinion and they expect me to phone at times that suit them. They should show more consideration to sick people. To sum up, I am beyond the end of my tether with this place. I give one star only because giving no stars is not an option. I would not recommend this place to anyone. Do yourselves a favour and find somewhere else. A medical practice run by Frank Spencer would probably do better than this one! Update: One month on and things have only got far worse. I have just been speaking with my social worker... So my mother currently has a suspected chest infection. Social services phoned the Groves Medical Centre and explained the situation. They spoke with someone called Ali. The social worker requested a home visit because he doesn't think it would be advisable for my sick and elderly mother to be going out in the middle of winter (quite right) but was told they don't do that. Ali (who isn't even a GP) then went on to try and diagnose my mother over the phone... This, in my opinion, is highly irresponsible. With a suspected chest infection I would think that this is also impossible. Surely a chest infection requires an examination with a stethoscope to make a diagnosis, which makes a face to face appointment essential. Furthermore, Ali told the social worker that it was inappropriate for the social worker to be phoning about me and my mother. Well, let me make this very clear here in writing where the whole world can see it... BOTH MYSELF AND MY MOTHER HAVE GIVEN OUR SOCIAL WORKERS OUR FULL CONSENT TO PHONE THE GROVES MEDICAL CENTRE ON OUR BEHALF. So it most definitely IS appropriate! I sincerely hope that the Care Quality Commission is reading this because this needs to be investigated as a matter of urgency. People's health is at stake! If anything should happen to my mother as a result of this, I will be telling my social worker that I want to do everything possible to sue The Groves Medical Centre for gross negligence. I am absolutely livid with them. I am glad my social worker told me about this because I needed to know. Hopefully social services will be helping me and my mother find a different medical practice. Surely anywhere has got to be better than this one! They clearly just didn't want to speak to the social worker, which makes me think they have something to hide. My advice to people is to avoid this place at all costs and seek medical treatment elsewhere.

Failure, 😞 can’t book appointment via phone, can’t book appointment at the window, can’t book appointment via app, doctors are a disaster, exclude one polish guy, normal doctor, people at reception disaster 😞🤦. No recommend

I cannot order my repeat perscription online because the order has been restricted by the powers that be . I have tried explaining the circumstances to the office but they insist l am still able to use that facility. However l now have visual evidence to show them that they have restricted this service to me. Several people l now have stopped using the Groves. I am not surprised .

Support has been really good, and service is efficiently organised. There are longer waiting times for some things which can be frustrating but I know it's not the fault of the surgery but due to a national problem with understaffing, shortages and the high needs of the local population. Very grateful to the hard-working and friendly team of receptionists, nurses and doctors. Thank you!

As per a previous reviewer, I have been on the books for over 20 years and, since moving to the larger premises, their service level has deteriorated. They have taken on far too many patients and can't provide an adequate service to them. It would help if some of the GPs didn't spend half their time on private work. They do this out of the same room they provide NHS service. I know of people who couldn't get an NHS appointment but when offering to pay got one straight away. This is not acceptable. The GPs get paid very well for their NHS work but certainly aren't earning it. It's very unlikely that you'll be able to get an appointment but if, by some miracle, you're given one it will be 3-4 weeks hence. Unless it's an ongoing issue then it's not worth taking. Save your phone bill as after a 30 minute+ wait you'll just be told to i) ring back ii) call 111 or iii) go to A&E. There was a time you'd see the same Doctor who'd know your history (so miss Dr Sherski) now, if you get to see a GP or speak over the phone, it could be anyone and they usually haven't even bothered to read through your notes before speaking to you. A serious illness, detected by a hospital consultant, has been severely mismanaged and resulted in a prolonged wait for medication to be recommended. I only got it progressed by complaining to the practice manager face to face A year later I still hadn't got the prescription and it took my chasing up to be told they wouldn't do it and that I should get it from the hospital. I asked why they hadn't informed me of this and the (very rude) receptionist told me it "wasn't their job" to do that ! So I suppose we're expected to be telepathic now !! The reception staff has gone through changes too. After many years of the harridans guarding the gates they finally got a team if young men & women who were friendly and helpful - as I often told them. Unfortunately the team has changed again and two of the new ones are quite short with people, rude & unhelpful. Hopefully their manner will improve. This surgery is not the standard it used to be and it's no wonder people are leaving where they are able. And, on the neighborhood Facebook group, they are not being recommended to people new to the area. I certainly can't recommend them.

I had a superb experience yesterday from Naomi in respect of an undesirable lack of communication issue between two parents of a very young child. Despite my feeling very guilty that I was having to seek medical information about my child from my child’s GP practice, Naomi could not have been more friendly, helpful and understanding and her only concern was for my child’s welfare, for which I am eternally grateful. She then went the extra mile to ensure that I had the information about my child and the reassurance that I needed at the start of a period when the practice would be closed for four days. I have also received fantastic service, help and support in the past on numerous occasions from Lucia, Jasmin and Dr Vish. I feel very fortunate to be registered at this GP practice.

Shockingly rude and disrespectful treatment from the receptionist Jacqui. She clearly doesn't want to help and belittles patients at the front desk in front of other people. I have never felt so put-down. Asking for help as a sick patient in need of a repeat prescription which has been lost due to mistakes made at their end only to be told there is nothing they can do and they do not want to help! Avoid this place if you can!

Do not waste your time in this GP They not allowed make appointment by the phone, This is worst things ever as you see the reviews.

Given the pressures the NHS is under the service and level of competence of this surgery is excellent in my experience - calling first thing/go online first thing in the morning to book a same day telephone appointment is very straightforward - have had great service when I have needed it. If you know what you are coming to the surgery for as much as possible it helps obviously (appreciate not always possible) - I feel like I am getting exactly the service I deserve from the Groves. Thank you.

the receptionist sat with im guessing her grandparents and chat to them for 30 mins while the place was busy. my doctor kept saying my symptoms weren’t normal and etc and i asked my doctor what was wrong with me and how can i fix it she said “i don’t know” tf? what kinda doctor doesn’t know and leaves their patient to go home and continue worrying. the doctor is sweet but i feel like she’s clueless because the same kind of thing happened when i went to her before.

Professional, caring, working hard to serve our community.

I would like to express my appreciation for the excellent check-up provided by Dr.H Trunbull. Their attention to detail and thoroughness during the examination were truly commendable. I felt well-cared for and reassured throughout the process. I am grateful for their professionalism and expertise, and I highly recommend Dr.H Trunbull to others seeking quality medical care.

My name is Amanda I have been with THE GROVES MEDICAL CENTRE NEW MALDEN for many years and I get great experience and also great treatment. And to Dr. H TURNBULL I want to thank you for the care I received from you. I was very impressed by the kindness and professional manner that was taken. A special thank you for being so supportive at what you do. I will never forget what you did for me and my family. To CARLY at the groves medical centre new malden. I just want to say thank you so much for everything that you have done and also for recommending a great doctor to me. Keep up the good works as always. I will recommend people to to use the groves medical centre.

Really helpful reception team, got an appointment really quickly and the nurse was lovey I’ve been back to the surgery today. It was difficult to get an appointment but once you’re the the team are great. Dr Alidina is really helpful

Worst place ever was waiting for a call all morning, then received a message from the doctor saying that he called me multiple times but couldn’t reach me. Checked my phone and didn’t have any missed calls, the fact they lie like this just to avoid calls appointments with people is ridiculous and really childish to me. And also just calling for inquiries will take forever was on the phone for almost an hour stuck on the same number one day. Wouldn’t recommend this place at all just giving one star because it’s impossible to give zero.

This is the worst medical centre I ever seen . The practice manager I called was rude and unprofessional. I have a chest pain I went to emergency, they informed GP to book for a test . I have been calling since Saturday to today ( Wednesday ) I couldn’t get the appointment due to horrible service of practice manager ( Petersnell) . Also receptionists also same . They are Very rude , unprofessional and not helpful. I am not sure why do they work in health sector having a really bad attitude. If my illness get worst , I will take action accordingly. There are Drs on Saturday they do know how to access patients records. Emergency Drs recommended do MRI scan . But practice manager and some DRs did not allowed to do to save money . My left part of the body has constant pain . It could be a cancer and spread over the body .I will loose my life and job . I will take action accordingly. I will inform this to CQC as well .I don’t think 5 start reviews are real .

I have been lucky enough to enjoy great health. However recently I have had several illnesses and have been blown over by Dr Harris and the team at The Grove Private GP. They respond almost immediately and are knowledgable, understanding and practical. Just what you need when you feel unwell. On top of this the kind Dr Harris visited my son at home when unwell at 8pm. Dr Vish R called me back on a Saturday to check I was ok, I hadn't even asked for this call. Woah how amazing is that? Their telephone consultation service backed up by clinic visits is fantastic. I also find the nurses and receptionist helpful and patient. I feel this is a GP service circa 1970. I rarely write a review but had to for this remarkable team. I actually hope I never have to see them again but if I do I know I am in safe hands.

Trying to get an appointment is near on impossible. However Dr Vish Retnasingham has been really supportive and amazing. So the story goes: Today I had an telephone appointment , didn’t ring through and got a message to rebook. I called the moment within receiving this message to say I had a missed call, but it never came through. It took 10 minutes to get through, I explained the situation and the receptionist told me the dr would call back today. I had taken whole day off work to sit next to a phone call that never came. I called back to be told, I must rearrange and all managers have gone home. Nothing can be done. Very frustrating, sorry to say but poor patient care considering the reason for the appointment. I am disappointed with the receptionist who handled my situation today. But the Dr has phoned me and has been really understanding. He phoned on his on ethic to call back if they don’t get through. He’s always working late to see his patients and I appreciate he’s care and professionalism. He is most certainly an asset to the the practice as I was let down by another member. He did explain it’s hard for the appointments to be managed with the limited availability of appointments but I do feel the receptionist could have done better. Dr Vish deserves recognition for his hard work and warm friendly attitude with professional care and advice. Not just a pat on the back but something more to show he’s a valued member of your practice.

I have never known such a lazy and disrespectful surgery ever until this morning bringing my mum here for her appointment. The nurse is just rude and ignorant doesn't listen to her patients at all. The receptionists seem lovely and helpful but as for the nurse I saw today just a massive no no. She couldn't or just couldn't be bothered to try and take blood so sent my mum to get done at the hospital. I asked her to book the appointment it's like no you do so. My mum can't have blood taken from right arm but she ignored her and continued to try and do so until I interupted and made her stop. Please, you are there for the patient's so please learn to listen and respect

I have been happy with the service here since I joined in 2019. The triage ahead of appointments seems to really work and the doctors always have time to talk to you. The staff in the Pharmacist are excellent, especially Ola who is always helpful, cheery and professional.

It is impossible to get an appointment and when you do get it there is no doctor but a trained therapist who does not know anything. I visited the clinic more than 10 times over the two years. The time allotted to you is only a minute or a minute and a half. Unfortunately, most of the doctors in the clinic do not take care of their personal hygiene and they smell bad. Unfortunately...and in the end you do not get any results, advice or treatment...a very, very bad clinic

I have been registered for two years or more I took more than one appointment Today when I went to make an appointment She told me, “You don’t have a name here.” Have you traveled outside the country? I always receive messages for my children on my phone number The day before, I waited for an appointment for approximately 47 minutes and then they disconnected I went to them and explained what happened She didn't care, as if nothing had happened

Been with this medical centre for over a decade now, never experienced anything like this before. The nurse with her sarcastic attitude, and the doctor who dismissed my concerns, yet advised me to go and see a specialist (PRIVATELY).

Terrible service

This is ridiculous that doctor which makes phone appoitments doesn’t speak clear English, patient is stressed and sore that is the reason for booking appoitment and needs the best service as he can get. Waiting 3 weeks for appoitment is just detail

Mediocre, impersonal 'service' from what now seems to be a private business offering NHS services as a sideline. It takes ages to get through, sometimes so long you give up. Call volumes always suspiciously high for a suburban GP practice, and the computer won't tell you where you are in the queue. They expect us to call them at their preferred time rather than ours, but when we do, they're 'busy'. Not recommended.

What a terribly uncaring place. I went in this afternoon because I was worried about my mother. They just didn't care. I am now going to try and delete my name from this place because I have been made to feel suicidal. I don't believe anyone has the right to make me feel this way. Honestly, do doctors these days ever do any work?

I checked-in early for my appointment and 45 minutes after my appointment time I asked if they're behind schedule? I was told that I missed my appointment, nobody even called out my name and I took a day off work for it too. They couldn't fit me in for the day do my day off was pointless. The receptionist was lovely though

I feel bad rating anything from the NHS as low as this - the NHS is free & amazing. However, this practice is frustrating and my review is based on experiences at different practices. Specifically, the Lambton Rd practice in Raynes Park which puts the Groves to shame. I have had a good experience with the GPs when I have seen them, but the issue is getting an appointment. Online booking is only for phone apts and these around 3 weeks+ in advance. This in itself – the predominance of phone appointments – is less than ideal. Yes, I know, Covic, but other practices are not relying so heavily on phone only. In my case, a phone appointment led to a misdiagnosis, & wrong medication. This was for a skin condition, which – common sense would dictate – needs to me seen in, literally, the flesh. The cream I was given exacerbated by condition instead of helping. This only corrected when I eventually got in to see the doc in person. Who, by the way, was great. Phoning for appointments on the day is a trial - 20+ minutes waiting, then to be told all apts are gone. The receptionist was sympathetic, even said she had apts for the next day, but wasn't allowed to fill them until the morning of the next day - seems like madness to me. If the appointment is there and a patient is on the phone in need, then why can't they connect the dots? So you have to call back the next morning - when most people are trying to prepare for the day and get children out to school - and another 20-40 minute wait on the phone, with no guarantee of a different result. The admin seems understaffed - this is obviously a cost cutting exercise, but we shouldn't be waiting this long to get a disappointing answer. As said at the start of this review, Lambton Rd practice in Raynes park - my previous doctors - puts the Groves to shame. They are infinitely more efficient, call waiting time are shorter, appointments more readily available. If they can do it - in a more population dense area - why can't the Groves. This needs a serious overhall.

I think the practice, ie the doctors are great, but where they fail on an epic scale is the front end, the staff are unpleasant, you have to wait for over 30 mins before your call is answered and they are unapologetic. I often don’t call due to not wanting to deal with front of house.

I visited The Groves this year and was so impressed by how kind the staff were. Booked my appointment with Val who was so helpful and arranged for me to see Rheanna who was fantastic! I had such a good experience with her. She took her time to talk through my questions and I felt very well cared for. Thank you so much!

Joined practice online. Received text that I was due a female screening exam. Was able to book easily via the message. Rec’d text reminder. Attended appointment seen by lovely and ext professional nurse. In and out within 15 minutes. Super

Myself and my family have been at the surgery for many many years! It Service has deteriorated yearly!we are lucky we rarely have to visit a GP. However, when we do require an appointment it is near on impossible to get booked in any sooner than four weeks! Today my 4 yr old daughter has a suspected urine infection, I have been told to call back in the morning at 8am to dip her urine! The surgery is a complete disgrace! Lucky I am fortunate enough to have private healthcare, unlike most people. This is why a&e is over run due to surgeries such as this one! Extremely sad!

The most incompetent doctors and pharmacy I have ever known of. After years of being on the same medication, they still forget to put the right prescriptions in and lose my requests constantly. Avoid at all costs