Grange Farm Medical Centre

The medical centre is lovely but the staff are terrible, since they joined NCGPA in 2021 the medical centre has gone down hill considerably, their phone line and emails aren't fit for purpose, if you try and call you are cut off when you get so far in the queue, if you email no one responds, not even to important queries. It also takes them considerable time to address problems that patients contact them about. Another problem is the GP do things without speaking to you first, you aren't able to have input into your own care because they'll do whatever they like anyway, they also don't take people who have mental health conditions seriously and push them to one side. Please don't ask me to call or email the practice, I've been doing this on and off for several months and have gotten nowhere with it. I'll be leaving this practice in the next couple of months because I can't stand the way that myself and other are being treated by the staff there. People have reported them to the CQC including myself.

No appointments, long delays on the phone, extremely difficult to see any doctor at all, poor admin, they lose information, don’t respond to complaints, do not use this practice if you value your life Check the Google reviews as well, they are mostly 1 star

The 'Bogoff' management system successfully implemented by Bilborough - Nottingham surgery. The system is based on a recent analysis of the responses issued from the Nottingham surgery by staff to patients complaining about a telephone contact system that is all but useless and an email address that practically - is a dead end message box - as responses are seldom received. The core issue is patients repeatedly ring surgery and its engaged – or they join a queue and get cut off after waiting too long – or an emessage is sent to surgery and generally no response is ever received’ Paramedics too report similar difficulties making contact on occasions. The Bog-off system works like this – rules are really simple - and result in transferring blame back onto patients 1. When responding to a complaint first always acknowledge and express sympathy for the worry, frustration, expense, time they waste making repeated attempts to contact surgery. ( In fact, patients could write their own reply as a response generally follows a well worn format) 2. Whilst not denying issues raised are real, always try to side step a tricky question that could reflect adversely on the surgery e.g patients given inaccurate and conflicting information. In these circumstances provide a response to a topic not raised by the patient. 3. Do not under any circumstances state a timeline when they might expect an issue to be resolved – use meaningless terms instead such as I’ll look into it and call you back - ASAP - it’s been passed on – I’ll red flag it etc And now the clever part: 4. Tell them staff will pleased to investigate an issue if they contact surgery again but- and this is important – give them the same Tel: No and email address – that you know will present exactly the same difficulties they are complaining about – knowing it will probably be weeks before they are successful. If patients persist in trying to make contact or get a response. not only will they be like mice running inside a wheel they may become unaware of the time spent trying – and die. 5. But that would not be a key benefit – there will inevitably be an exponential increase in telephone traffic – telephone system will be unable to cope ( or staff for that matter) - as patients follow surgery advice to try and try again 6. The key benefit? Blame for the underlying causes resulting in unacceptable levels of service can be directed away from surgery and be directed back to patients… it’s all their fault and they should get on with it or move to another surgery The Bad reviews? Keep on implementing ‘Bog Off’ strategy - it won’t stop service getting worse - we go thru the motions but as can be seen below responses are little more than a placebo to shut them up.