Victoria Road Health Centre

Long waits but self check-in helped

The practice can involve extended waiting periods, requires patients to use self-registration, and there are observations about the facilities including the restroom and prescription collection areas.

Impossible to book appointments without going to A&E

Would rate lower if possible regarding the appointment scheduling process. The lack of accessible timely guidance means many patients feel compelled to seek emergency department care instead.

Doctors became dismissive after practice changed ownership

When I initially registered at this practice, it was excellent. The clinical staff were compassionate, the administrative team were supportive, and there was a genuine sense of being heard and properly cared for. Following a change in the senior clinician, the experience deteriorated significantly. The replacement practitioners seemed dismissive and impatient, often appearing keen to conclude appointments very quickly. This decline in service quality prompted me to seek private healthcare elsewhere, only to discover that one of the practitioners from this surgery was also working in the private sector. After I raised concerns about my experience at the practice, subsequent appointments were conducted with different clinical staff rather than the doctors I had initially seen. I have formed the view that this is a poor quality practice and would recommend others consider alternative options.

Easy to find despite tricky parking situation

Multiple medical practices operate from this location. Finding a parking space in the main car park can be challenging, though a larger alternative car park is available nearby behind the adjacent shops, which is only a short walk away. The centre is straightforward to access and features clear signage and directions throughout to assist visitors in finding their way around.

Helpful doctors who actually listen

Excellent healthcare professionals.

Reception mix-up wasted my taxi fare

I was notified via text message more than a week prior regarding a scheduled health review appointment. Upon arriving punctually for what I believed was the correct date, I waited for reception staff to become available before checking in. I was then informed that the appointment had actually been scheduled for a different month than stated in the notification I received. This appears to be a recurring issue, and the inconvenience of travelling to and from the practice multiple times has become frustrating. Additionally, I found the formal complaints process to be ineffective in addressing these concerns.

Turned away for being two minutes late

I attended an appointment scheduled for mid-afternoon and arrived a few minutes before the designated time. However, due to a queue at reception, my check-in was recorded a couple of minutes after my appointment slot. Despite having booked this appointment several weeks in advance and having adjusted my work schedule significantly to attend, I was not seen by the clinician. Reception staff communicated with the clinician on my behalf and explained the circumstances, but the appointment was cancelled due to the brief delay in check-in. I found this decision particularly frustrating given that patients who check in on time often wait considerably longer than this delay before being called. The cancellation felt like an unreasonable response to such a minor timing issue.

Helpful staff but parking's a squeeze

I have consistently received excellent service at this practice, with the clinical staff being attentive and comprehensive in their approach, and the nursing team demonstrating warmth and compassion. My household makes regular use of the facility and I have been satisfied with my experiences overall, with the sole exception being the limited parking availability.

Appointment system is a frustrating lottery

Given the pressures the NHS faces, I was reluctant to share this feedback but felt it necessary to do so. You will encounter numerous comments here and elsewhere regarding the appointment booking system. However, in my experience it feels quite unpredictable. You can call just before opening time and hear the recorded message about when the practice opens. Hang up and try again after a few seconds. Repeat this process until just after the official opening time when you finally get through to hear "You are number 16 in the queue" and subsequently learn that "no appointments are available today". When requesting a future appointment, none seem to be offered - the suggestion is to try again on the day. Additionally, there was an issue with one of my regular medications. I do not request refills frequently, but when I attempted to order, it was not showing on the system despite my having used it consistently for over two decades. I was eventually provided with a one-off prescription. However, what particularly concerned me was the information on my repeat prescription documentation, which displayed a review date from several years ago, despite my having had a review more recently this year. This seems to suggest either inefficiency or a lack of attention to detail in the record-keeping systems. On a more positive note, the clinical practitioners here are genuinely helpful and considerably more accessible in terms of appointment availability. This aspect of my care does go some way towards balancing out my overall experience.

Long waits for medication reviews that never happen

I have been a patient at this practice for approximately three decades and manage a chronic neurological condition requiring multiple medications per prescription. According to guidelines, medication reviews should occur every six months, however I have not received one during my time here. I have experienced concerns regarding medication compatibility, as prescriptions have been issued that were not suitable with my existing medication regimen. On one occasion, a prescription was dispensed and the pharmacy identified a potential interaction with my current medications, which I had previously communicated to my healthcare provider. I have found that only certain pain relief options are compatible with my anticonvulsant medication, yet alternative options that are contraindicated have been suggested, which raises concerns about awareness of drug interaction protocols.

Honest staff who actually listen

Excellent experience with a trustworthy team.

Long wait times for prescription phone line

I waited on hold for an extended period simply to request a prescription refill. It was frustrating to experience such a lengthy wait time given that the task seemed straightforward. The limited hours during which the prescription service operates appeared to contribute to the congestion. I have since decided to seek care at a different practice.

Grateful for a practice that actually listens

As always I cannot fault them, great staff and great service across the board. Yes, you do have to explain the reason for your appointment, but that is now standard practice at surgeries everywhere due to recent circumstances. In short, some people feel the need to criticise this practice, but having heard what other practices are like, I am very grateful to be registered with a practice that, in my view, genuinely cares about its patients.

Prompt response when I needed urgent help

Made a significant positive difference to my health and wellbeing. The healthcare team provided excellent care and support.

Impossible to reach by phone for cancellations

I have been attempting to cancel an appointment over a five-day period, calling repeatedly throughout the day without success in reaching anyone. This experience has been extremely frustrating.

Reception staff quick and genuinely helpful

This is just an initial review. I relocated from further south and completed the pre-registration paperwork ahead of my move. Upon arrival, I called to arrange an appointment and spoke with a welcoming member of staff who scheduled me in for my initial health assessment. I was experiencing housing difficulties and had several health concerns :) When I attended, the reception team were efficient and supportive, and the healthcare professional I saw demonstrated professionalism whilst treating me with genuine respect and dignity. This made a meaningful difference given my recent circumstances.

Phone queue delays made rebooking frustrating

I was unable to attend an appointment due to a transport issue. When I called to reschedule, I found myself waiting in a queue behind other callers for approximately 20 minutes. I was surprised by how long the booking process seemed to take for what appeared to be a straightforward appointment request.

Staff wouldn't help when I needed it

This practice has not met my expectations. I found the staff unhelpful and felt that they were unwilling to provide adequate assistance when I needed support.

Quick referral and surgery arranged smoothly

Attended an appointment with a clinician who arranged a referral to the local hospital and a subsequent procedure, all completed within a two-month timeframe.

Can't get through to book an appointment

Would rate lower if possible, as obtaining an appointment is extremely difficult. There is no one available to speak with, and the service is not worth recommending. The practice does not appear to prioritise answering calls. This is a disappointing experience, and there seems to be a lack of consideration for patients' needs.