The Vine Medical Centre

Long wait times left me very concerned

A four-week wait to see someone at the practice caused me significant worry. I found this waiting period to be quite lengthy.

Online booking system caused dangerous appointment delays

This surgery has been deeply disappointing. My elderly relative was scheduled for an appointment regarding an ear-related concern. When their condition deteriorated, I submitted an online request for an earlier appointment. Despite receiving a revised date, their health continued to decline significantly, and they subsequently required hospital admission for a serious condition requiring intensive care.

Frustrating phone-only booking system here

The appointment booking system at this practice is extremely restrictive. Face-to-face consultations can only be arranged by telephone during a specific afternoon slot on one day of the week, with no alternative options available at the desk or on other days. This limited accessibility is deeply frustrating.

Helpful receptionists made my year worthwhile

I have been a patient at this practice for approximately a year and have found the experience to be consistently positive. The reception team has demonstrated politeness and helpfulness throughout my time as a patient. Unfortunately, due to a change in my residential location, I am required to register with a different practice, despite remaining in close proximity to my current surgery.

Unhelpful advice about seeking care elsewhere

I have been a patient at this practice for many years, but I recently experienced an unusual encounter with a clinician who suggested that waiting times for specialist appointments within the NHS would be lengthy, and recommended that I seek treatment in my home country instead, as they indicated the medical services there were superior. However, this was impractical for me as I am based here for work and residence, and accessing private healthcare in my home country would be prohibitively expensive. I only attend appointments infrequently, perhaps once every few years. It was a peculiar situation to find myself in as a patient seeking care.

Surprised by the recent changes here

I'm taken aback by how much the practice has evolved.

Appointment access and prescription consistency need improvement

Previously felt assured about this practice but standards appear to have declined noticeably. Securing appointment slots has become increasingly difficult and the guidance offered lacks consistency across different team members. Medication adjustments happen frequently while previously shared information appears to go missing within the records. The associated pharmacy often struggles to stock the required medications and the reception experience leaves much to be desired. There is considerable room for improvement overall, and while switching to another surgery would be preferable, the process of registering elsewhere presents significant barriers. This feedback comes from a place of genuine frustration with the current situation.

Receptionist was dismissive during booking

The receptionist was quite dismissive and made unhelpful remarks when I attempted to schedule an appointment. I was subsequently offered a lengthy waiting period of approximately a month before I could have a telephone consultation. The booking process felt unnecessarily difficult and frustrating.

Practice understood my neurodiversity needs well

I have received excellent care and support, with a genuine understanding and accommodation of neurodiversity demonstrated throughout my experience. The team at this practice are truly outstanding care providers, and I have encountered several members of staff who have consistently helped and supported me on numerous occasions. I cannot speak highly enough of the service I have received.

Long-term patient forced to go private

I have been a patient at this practice for over a decade, and I have noticed a significant decline in the quality of care provided. The service has deteriorated to the point where I felt compelled to seek private medical consultation instead. I wish there were a way to recover the expenses incurred from this decision.

Friendly staff who genuinely try to help

A significant improvement compared to my previous practice. The team demonstrated genuine warmth and courtesy, consistently making efforts to assist with my needs. I would suggest this practice to others.

Receptionist dismissive when calling about urgent symptoms

Called the practice at 8:44 and was informed they were at full capacity and closing at noon that day. I explained to the receptionist that I was experiencing a high temperature and throat inflammation, and indicated I would need medication to resolve the issue. The receptionist's manner during the call was unhelpful, and my frustrated response was a natural reaction to the situation. She suggested attending an alternative location, but I explained this wasn't feasible as I don't have access to transport and am caring for young children. When I reiterated this difficulty, she presented the options of waiting until the following day or attending the other location, which felt dismissive. When I expressed my disappointment with the level of support available, she suggested I might consider registering with a different practice if I was dissatisfied. This comment only added to my frustration. I find it difficult to understand how the service operates given the contributions made to the NHS, yet appointments remain unavailable and support feels inadequate. I would seriously consider exploring private healthcare options, as this might prove more cost-effective in the long run. The practice clearly requires significant changes to its operations and approach. The current rating reflects these ongoing concerns.

Can't book appointments when needed

I have found it very difficult to secure an appointment at this practice over an extended period. The booking system, both through the practice directly and via the app, has not been effective for my needs. I am unable to access care when required and have decided to register elsewhere.

Online booking system frequently unavailable

The online consultation service appears to have frequent closures that limit patient access. It was unavailable during daytime hours on the day of this review.

Friendly receptionist made the referral process easy

Referred by my own GP practice for a weekend appointment. The receptionist was very welcoming and provided helpful information. The setting was calm and comfortable, and the clinician was approachable and cooperative.

Practice turned away child despite empty waiting room

I brought my young child in for an appointment due to a minor injury. Despite the waiting area appearing quiet, I was informed that no appointments were available. I was told the practice would be closed over the weekend and that Monday had no available slots. I felt frustrated that the urgency of the situation was not adequately considered, given that my child needed prompt attention. Overall, I was very disappointed with how the situation was handled.

Reception staff showed no empathy whatsoever

This GP practice demonstrated a lack of attentiveness to patient needs and concerns.

Caring support when I needed it most

I have been attending this practice for nearly six years and have consistently been very satisfied with the care I have received. When I was unwell recently, the staff provided excellent support and attention. Both the reception team and clinical staff demonstrated genuine kindness and compassion throughout my visit.

Reception staff made booking easy and patient

I contacted reception to arrange appointments for myself and my family member and received excellent service from the staff member who assisted me. They were extremely helpful, provided clear information, demonstrated a gentle manner, and showed great patience throughout the process. Thank you for the wonderful support ❤️

Practice has been wonderful for decades

I have nothing but praise for this practice which my spouse and I have been part of for over fifty years. The team has been wonderful to both of us, and we particularly appreciated the care provided by one of the clinicians at the surgery.