Victoria Road Health Centre

Felt genuinely listened to at every appointment

My experience with the services provided by this medical practice has been consistently positive across all areas, from reception staff through to clinical practitioners. I always feel that my concerns are genuinely understood and taken seriously, which gives me confidence in discussing any health matters. I have never experienced being hurried during appointments, and I have found it straightforward to book when needed. While there are occasionally waiting times, I believe patience and courtesy are important qualities to maintain. I find it unfortunate to see some of the critical feedback from other patients, as I wonder whether some expectations may sometimes be unrealistic.

Easier to access since restrictions eased

The practice has become considerably more accessible following the easing of pandemic-related restrictions, though advance booking remains a requirement for visits.

Phone queues and rude reception staff

This has to be among the poorest health centres in the area. The phone lines are consistently busy with lengthy waiting times, and many of the front desk team come across as unwelcoming. Even when you successfully arrange an appointment that fits around your work schedule, it often gets altered without proper notice. There appears to be a stark difference in how matters are handled depending on whether private fees are involved, which feels unfair. The facility requires significant improvements and fresh perspectives. It seems the reception team holds considerable influence over operations and may benefit from reconsidering their approach and attitudes towards patients and change.

Surgery dismissive when home visit was needed

I attempted to arrange a medical visit for my elderly relative who is experiencing significant health concerns. Emergency services attended and indicated that a doctor's visit was necessary. However, the practice displayed a dismissive attitude towards both myself and the care facility where my relative resides. To date, I have not received a satisfactory resolution or felt that my concerns were treated with understanding.

Struggling to get through on the phone

I have made several attempts to reach the practice and while I recognise how busy things are, the process for getting in contact is not straightforward. I have experienced multiple disconnections during my calls. As I am employed, finding time to call during my breaks is challenging, and this is further complicated by technical issues with the online access system. It is understandable why some people become discouraged from trying. I was hoping to arrange an appointment for a vaccination, however the difficulty in securing one has made me reconsider whether it is worth pursuing.

Couldn't get an appointment despite early booking

Attempted to book an appointment well ahead of time but was unable to secure one.

Receptive doctor who actually listens properly

One of the clinicians at the practice stands out for taking time to listen carefully before offering their assessment, which I've found leads to thorough diagnoses. We've developed a friendly rapport since I joined the practice, and I've enjoyed getting to know them better over time. Having visited several doctors in the area, I would recommend this particular clinician above the others.

Long phone queues for repeat prescriptions

I have had a very poor experience with this practice. I feel there are frequent issues with prescription management and accuracy. My medication prescription period was shortened significantly, which now requires me to contact the surgery every couple of weeks. This is inconvenient and costly for me due to phone charges. I have been taking this medication for many years without any problems, and my health indicators remain stable. As a disabled patient, attending the surgery in person is difficult for me. I have also noticed that appointment availability seems limited, with lengthy waiting times, while the surgery sometimes appears to have capacity. I am seriously considering registering with a different practice. I have already written to the practice about my concerns and am considering making a formal complaint.

Receptionist turned away emergency patient unregistered

A friend who had recently relocated to the area was experiencing a severe respiratory emergency. The nearest medical facility was the only option available. The receptionist declined to provide assistance due to the patient not being registered at that location, despite the obvious severity of the situation and apparent medical distress. This was deeply disappointing.

Phone lines down, referrals delayed, left without support

This has been the most disappointing GP surgery experience I have had, and I intend to lodge a formal complaint. Since relocating to the area in August, I have required ongoing management of a long-term health condition that demands regular monitoring. Despite receiving comprehensive previous records from my former practice and hospital, it took several months before I was referred to a specialist in the area. I am currently taking a specialist medication that very few patients locally are prescribed, yet I have felt unsupported throughout. The surgery has been difficult to reach by phone, and they declined to backdate a sick note for a few days despite my circumstances—I had made multiple hospital visits and was unable to attend the surgery in person due to mobility difficulties and adverse weather conditions. During a recent visit for an ear issue that had persisted for over a week, I felt the clinical approach lacked consideration for my situation. I was subsequently admitted to hospital for several hours where multiple specialists assessed me and ultimately resolved the problem. Each of these specialists indicated that I should have been referred on the day of my initial surgery visit. I attempted to contact the surgery multiple times and was later informed that there had been a telephone system issue. This experience has been deeply frustrating.

Phone lines constantly busy and unresponsive

Extremely disappointing experience. A family member recently entered residential care and attempts to contact the practice have been unsuccessful. The doctors do not appear to provide visits to the facility. Overall, the service has felt disorganised and inadequate.

Reception team were always helpful

consistently supportive and accommodating

Helpful practice let down by terrible parking

Excellent health centre with multiple medical practices. However, the car park facilities are quite poor.