The Vine Medical Centre

Poor performance

Seems to have too many patients for the number of staff Communication ( including Anima) is pretty hopeless No appointments available within 4 weeks and likely to be cancelled at the last minute with cancelled appointments given no priority Recently I had an appointment cancelled 1 hour before it was due ( an appointment already postponed at the last minute a month earlier) and given another one another month on They use Anima but the responses are poor and don't reply to the question asked All in all a very poor experience

Long wait times for routine appointments

The appointment availability at this practice is disappointing. The waiting period to see someone is far too long and causes genuine frustration, particularly when prompt medical attention is needed. The overall process appears to lack efficiency and responsiveness. Significant improvements would be beneficial.

New appointment system is frustrating

I found the new appointment system quite disappointing. I haven't been able to see my regular clinician for a considerable time, which has been frustrating. However, I did appreciate the nursing staff. The reception team could benefit from improving their approach to patient interactions.

Mostly felt listened to at appointments

I have been attending this practice for approximately three years. I have encountered just one unhelpful interaction involving clinical and reception staff. Beyond that single experience, I have generally felt heard during my appointments. Compared to my previous practice, I would recommend this one. The nursing team have been excellent, and most of the clinical staff have been attentive, though I cannot recall all of their names. I have found certain members of the team particularly supportive and helpful.

Quick callback through the app booking system

I used the practice app to register my appointment request and received a callback within half an hour, with an appointment slot available shortly after the call. The response time was exceptionally efficient. The clinician addressed my concerns in a professional manner. The receptionist was also courteous and supportive throughout the process. I'm grateful for the care provided by the practice.

Staff were dismissive and didn't listen properly

The staff members were quite dismissive and did not seem to engage with my concerns before raising their voices. I would recommend seeking care elsewhere if you prioritise being heard and treated with respect during your appointments. The experience left me questioning whether this was the right place for my healthcare needs.

Receptionist arranged helpful callback for me

A very helpful and polite member of the reception team today arranged a phone call-back for me. As promised, a complex prescription matter was very promptly and smoothly resolved by a helpful, competent and polite member of the clinical team. Thank you for your assistance.

Modern surgery with friendly reception staff

The facility is pleasant, contemporary, and has plenty of space. The receptionist was courteous and friendly. The background music was enjoyable. I was seen by a clinician who was kind, though their ability to help was somewhat limited as they were not my regular practitioner. There is an on-site pharmacy available, and the practice offers Saturday appointments by booking only.

Felt heard and respected during appointment

I would like to express my gratitude to the clinician for their kindness and prompt response during my visit. I really appreciated their empathy and for allowing me autonomy over my health decisions, for listening and understanding my point of view. Excellent, caring service, thank you.

Telephone appointment left symptoms untreated

Avoid!!!! Recent appointment (second occurrence of similar health issue) I hope your festive period is as pleasant as mine, because you made mine miserable. You recommended paracetamol during a telephone consultation. My symptoms significantly worsened the following morning, with my cough becoming much more severe. I had mentioned throat discomfort but you were reluctant to prescribe antibiotics. I felt that over-the-counter pain relief alone was inadequate for my condition. This suggests a lack of thorough clinical assessment. How disappointing. (Previous visits) The receptionist/staff member failed to identify my ear infection (which was subsequently recognised by an ear, nose and throat specialist at an earlier date) and did not recognise my throat infection at today's appointment. Please avoid this practice. I felt the staff did not provide appropriate treatment or demonstrate sufficient care and concern. This is the worst medical experience I have had. The team displayed poor bedside manner and appeared indifferent to my concerns.

Quick referrals let down by delayed stockings order

I attended my local practice on a Thursday and the clinician I saw was very thorough and helpful. They arranged some blood tests for the following Thursday and also organised x-rays for both my hands relating to my condition. I subsequently received a call from the hospital and was scheduled for an x-ray on the Sunday. I was impressed by how promptly my concerns were being addressed. Regarding an update on a prescription for compression stockings, I had been waiting to collect these since September. A member of the nursing staff said they would order them and send me a text message when they arrived so I could pick them up at reception. I did not receive any communication, so I visited the practice and was told the items were not available. I have made multiple visits to the practice over this period. It transpired that the stockings were actually in the nurses' room but I have been unable to obtain them. I am disappointed with this situation as it has been quite frustrating. Additionally, since the practice changed their online appointment booking system, I have attempted to book an appointment with a doctor on numerous occasions without success. This has also been a disappointing experience.

Appointment cancelled and left without medication support

I have been without my blood pressure medication since Sunday. The practice required either an in-person visit or a telephone consultation to issue a repeat prescription. I had an appointment scheduled for Monday which was cancelled that same day. My readings have become elevated. When I attended the practice today shortly before closing time, I used their automated blood pressure machine, which gave similar results to my home readings, and the readings remained high. A staff member informed me that I would need to wait until a rebooked appointment later in the month before my medication could be prescribed. When I expressed concern about the delay and my worry regarding the elevated readings, the staff member's response felt dismissive. I was accompanied by my young child during this visit, and I am genuinely anxious about the health implications of the prolonged gap in my medication. The interaction left me feeling that my concerns were not taken seriously, and I found the staff member's manner to be unhelpful and unsympathetic. I was very disappointed with this experience and would caution others about using this practice.

Impossible to book an appointment online

Poor service experience, struggling to secure appointments. I attempted to book online recently and was informed that they cannot accommodate my concerns as they have limited appointment availability each day. I'm frequently told that men don't typically visit the doctor, yet with this practice, obtaining an appointment proves difficult regardless. As a result, I feel unable to address my health concerns and will have to manage my worries independently.

Reception and nursing staff were genuinely helpful

The practice has developed significantly from its origins as a small family operation into what many would consider an excellent medical centre. I would particularly like to acknowledge the nursing staff who have consistently demonstrated kindness, attentiveness and genuine support. However, there is one area that significantly detracts from the overall experience: the pharmacy department's handling of repeat prescriptions requested by specialists. These requests are repeatedly declined without clear explanation, which has been particularly frustrating during recovery from a major procedure. The lack of communication regarding these decisions feels unprofessional and stands in stark contrast to the high standards maintained by the rest of the practice, including the reception team and clinical staff, who all perform their roles exceptionally well.

Reception staff were genuinely helpful and patient

During an afternoon visit, a member of the reception team was extremely helpful, friendly and very patient despite my numerous requests and questions. They sorted out all my concerns with a great smile. Another member of staff was also very pleasant, managing multiple tasks including reception duties and handling deliveries. Well done to the team, keep up the good work.

Friendly staff and quick Saturday morning appointment

I was referred by my usual practice for a weekend morning appointment at this clinic, which was unfamiliar to me, so I felt somewhat uncertain about what to expect. When I arrived, there was only one other patient being seen, and I was called through a few minutes ahead of my scheduled time. The reception staff were pleasant and helpful, and the clinician I saw was attentive and friendly. The facilities were clean and well-maintained, though there was some litter visible in the car park area, though this may be typical for a location on the outskirts of town.

Constantly changing doctors and long waits

The practice appears to be operating at capacity, with limited continuity of care as different clinicians are seen at each visit. Following up on specialist referrals requires persistent effort from patients. Overall experience has been disappointing.

Letters from A&E were ignored by reception

I have had a disappointing experience with this practice. I have attended accident and emergency on two occasions due to ongoing health concerns, and letters from that department appear not to have been properly reviewed or acted upon. I have also been managing a health condition without receiving treatment options from my GP. I feel the practice prioritises efficiency over patient care and wellbeing. I find it concerning that the practice has a policy against patient bullying whilst I feel patients are not always treated with the respect and consideration they deserve.

Reception staff could be more welcoming here

Accessing appointments can be challenging due to reception staff attitudes, with one particular member of the team coming across as dismissive and lacking in empathy towards patients seeking help. However, once you manage to secure an appointment, which admittedly happens infrequently, the clinical staff have been consistently supportive and demonstrate genuine dedication to their work. Telephone consultations present occasional difficulties, particularly when connectivity issues arise. The main area requiring improvement appears to be the front desk experience. It would be beneficial if the practice recognised that patients simply expect the standard duty of care that healthcare professionals are obligated to provide.

Reception staff were dismissive and unhelpful

I would strongly recommend considering other GP practices if possible. I experienced multiple instances of lost prescriptions. The reception team was unhelpful and provided information that seemed inaccurate regarding registration requirements and eligibility. Obtaining an appointment proved extremely difficult, and when I was able to attend, I felt the clinician did not fully engage with my concerns. Accessing the medical care I needed was challenging throughout my time with this practice. Additionally, the associated pharmacy frequently had stock issues with medications.