Enter and view: Grove Road

Healthwatch East Sussex undertook an Enter and View visit to Grove Road Surgery on 24 June 2026.

The visit found that the practice operated from a well-maintained and generally accessible building with good public transport links. Patients were largely positive about their experiences, particularly their interactions with clinical and reception staff, who were described as polite, helpful and responsive. The surgery's website and telephone systems were generally viewed as clear and useful, and the Patient Participation Group reported positive engagement with the practice and improvements since Vita Healthcare took over its management. 

However, some patients reported difficulties obtaining timely appointments and mixed experiences of the triage process, particularly for people who are less comfortable using digital services. Healthwatch also identified issues relating to accessibility and communication, including limited external signage, a lack of private space for conversations at reception, the wheelchair-accessible section of the reception desk being blocked, inconsistent information about opening hours and limited visibility of information about giving feedback or making complaints. 

Healthwatch East Sussex recommended improving signage and accessibility, creating a confidential space for patients to speak with staff, increasing awareness of the Patient Participation Group, improving communication about the triage process and Vita Healthcare's role, making feedback routes easier to find and ensuring information on the website, phone system and practice premises is consistent and up to date. Vita Healthcare accepted the findings and committed to reviewing the recommendations as part of its ongoing quality improvement and patient engagement work.