Grove House Practice High Street, Runcorn WA7 1AB

"Unable to get seen, blocking prescriptions, making my life hell. For an NHS service, they don't understand diverse communities or accessibility at all."

"You simply cannot get through to the surgery, they leave you on hold then you receive an auto message telling you there are problems with the line and your disconnected. The admin staff pick up the phone and hang up on you because you can hear people in the background and when challenged they simply deny it. This practice is so badly run I was a patient at Heath Road for more than 30 years never having issues like this, if I could find an alternative I would move. The practice manager needs to be fired!"

"Reception staff never provide fully correct information or miss out key things such as bringing in ID for requesting medical records. Been a patient at the practice for a few years and it's only been headache after headache. Asked to file a complaint in person and was given a half arsed response. Clearly not interested to file a complaint to improve the service. It's known locally this is one of the practices to avoid desperate. EDIT 10/22: Staff are still snotty at reception. Refused to find out how we have test results sent via email due to moving country. Staff couldn't be bothered to find out due to a busy period. Nothing has changed at this practice in over 4 years EDIT 4/1/23: e-consultations were added to alleviate the traffic on the phone. Now they are only available in a similar manner to the phone calls. Night shift workers have absolutely no way of decent contact other than staying up until 8 and battling the other patients. EDIT 11/1/23: Put an e-consultation regarding a potential fracture and asked for a referral for an xray, had to do it via gp extra over the phone? Doctor then proceeds to tell me to call the gp the following day to get seen in person, the gp then proceeds to just tell me to go to Halton hospital and wait. Either somebody is making unnecessary appointments for overtime or I'm being fobbed off."

"At 8:30 I filled in an e-Consult form about pain in my hip. I got a call at 9:30 and had an appointment with the doctor at 10:20.Checked me out prescribed painkillers and sent me for an X-ray which was done by 11:30.Great service, fast and efficient, three days before Christmas."

"I have never met a more rude and condescending receptionist. Whoever was on reception on Friday 11th November at around 5pm had the most disgusting attitude. I ran out of my antidepressant medication and needed an emergency prescription. I went in and asked the woman on reception, her response was 'Well it depends on what kind of medication it is.' as if I was supposed to know whether or not my medication was considered emergent. I then proceeded to ask her to check, to which she rolled her eyes and sighed at me. Completely unprofessional. She kept on repeating 'Well you should've called 10 day in advance' in a really condescending manner. She kept on repeating that one phrase. I'm not deaf. I only needed to hear it once. She then told me to fill out a repeat prescription form, and she said 'We will try and get around to it'. I asked how long it would take for them to get around to it and her reply was 'It will take the normal amount of time.' How long is that? A few days? A week? A time frame would've been very helpful. She also decided to make a comment, stating 'If you would've called 10 days in advance, then you wouldn't be in this situation'. I do not need her opinion on this matter, I just needed some help in order to get my medication. I don't need someone to constantly tell me what I have to do, I just need her to do her job without the disgusting patronising attitude. The only helpful information she gave me was to 111 to see if they could help with some emergency medication. I honestly will probably not be staying at this GP for much longer, because the attitude from the receptionists is disgusting and unprofessional."