The Vine Medical Centre

Felt properly listened to and understood

I was directed to this facility through the out of hours service when my usual practice had no available appointments. The clinician I consulted was exceptionally compassionate, took genuine time to hear my concerns, and managed to recognise what had eluded other practitioners previously. A thoroughly positive experience.

Cancelled appointment with no rescheduling offered

Had my vaccination appointment cancelled on the day of the appointment with no offer to rebook it, which meant I had to arrange and pay for the vaccines to be administered privately elsewhere despite having arranged this appointment well in advance.

Professional care with attentive listening

Excellent, knowledgeable, and professional care from the nursing staff. Thank you 😀.

Reception staff were dismissive and unhelpful

I would suggest considering alternative surgeries if you have the option. I have had several negative experiences and cannot recommend this practice. 1. During a consultation, a clinician responded dismissively to my concerns and did not engage constructively with my questions about my child's health. 2. A clinician failed to identify what appeared to be a common ear condition during an examination. 3. Another clinician was unable to provide information about recognising a common childhood parasitic condition, which I felt should be within basic medical knowledge. 4. A receptionist was unhelpful and made me feel judged when I contacted the practice to book an appointment for my child. 5. When I raised a complaint, the management did not adequately address my concerns. 6. When I had a respiratory infection, I was unable to secure a same-day appointment, including a telephone consultation.

Calling system makes appointments frustratingly difficult to book

The practice discontinued walk-in morning surgeries during the pandemic and has not reinstated them since. The appointment booking system now requires calling during specific times, and calling outside these windows can result in lengthy hold times or being asked to ring back the following day. When rebooked, non-urgent appointments are often scheduled several weeks in advance. On a previous occasion when I experienced a significant respiratory infection, I faced a wait of nearly two months for an appointment. During this extended period, the condition persisted and caused considerable discomfort until the appointment finally occurred and treatment was provided. I am currently experiencing intermittent pain in a particular area and have become reluctant to contact the practice due to frustration with the booking process. I feel the current system prioritises administrative convenience over patient care and am considering switching to private healthcare, despite the financial burden, as I believe it may be the only way to access timely medical attention.

Receptionist hung up when questioning appointment availability

This medical centre in the local area has not provided the level of service I would expect. My teenage daughter had been experiencing a persistent cough for several days. When I attempted to arrange an appointment over a number of days, I was directed to attend an alternative walk-in facility instead. I found it frustrating that appointments were not available at this surgery and felt concerned about the standard of patient care being offered. The experience left me questioning whether the current model of service delivery is meeting patient needs effectively. During my interaction with the reception team, I felt the response was dismissive and lacked the compassion I would have hoped for. The call was terminated during our conversation when I raised my concerns about appointment availability. Overall, I believe the surgery would benefit from staff who demonstrate greater understanding and empathy when dealing with patient enquiries.

Care navigator helped with patient verification queries

The care navigation team member was extremely helpful in addressing my questions regarding health verification, listened patiently and took time to assist me. I wish them all the best in continuing to maintain their professional standards.

Receptionists made me feel genuinely welcome

Kind and considerate clinical staff. Patient and friendly reception team. Treated with professionalism and empathy by all members of staff regarding my healthcare needs - not something I typically discuss, but in my experience the lovely team here have never made me feel judged, which has genuinely helped boost my confidence when accessing and engaging with services. I have no complaints whatsoever, and this practice compares very favourably to my previous healthcare provider.

Staff made me feel genuinely supported and heard

I have been a patient at this practice for nearly a year and would encourage others not to be discouraged by unfavourable feedback, as I initially was. The clinical team here demonstrates genuine professionalism and demonstrates a strong commitment to patient care, consistently striving to provide a positive experience. In comparison to my previous practice, I have found the standard of care to be notably superior. I seldom leave reviews, but felt compelled to acknowledge the excellent service provided. The wider healthcare team has also been outstanding throughout my time here. I have no complaints whatsoever. I am grateful for how supported and reassured I have felt during my care with this practice.

Reception staff were dismissive and unhelpful on phone

I felt the practice was dismissive and unhelpful when my son contacted them. I listened to the conversation and the advice given was simply to call 111, who in turn indicated the surgery should provide support during business hours. However, the practice declined to assist, which has left my son without necessary medication. Additionally, a prescription was sent to a pharmacy that is inaccessible to him, and the practice has refused further support. I also have concerns that discussions about his case may have occurred without appropriate consent. My son was unable to progress beyond speaking with reception staff. When he attempted to call back, he experienced what I perceived as an unhelpful interaction with the receptionist, who became confrontational and ended the call. I found this approach to be unprofessional and frustrating. I understand calls are recorded, which I am grateful for.

Friendly staff and helpful travel clinic services

A welcoming practice that caters well to families and offers a travel health service, which is a great addition. The friendly approach of the team really does make a positive difference to the overall experience.

Supportive practice helped us through difficult times

A very professional and caring medical team and reception staff. They have been exceptionally supportive and went above and beyond to help us through a challenging health situation.

Reception team made booking straightforward and easy

Really impressed with the service, especially the reception staff member who assisted me. Are things perfect, no! But I think they manage things really well at this practice.

Reception staff sorted medication issue quickly

I have had a very positive experience at this medical centre recently. Over the past few months, I have used several different appointment types including an online consultation, a phone call, and an in-person visit. On one occasion, I ran out of medication and hadn't arranged a timely review appointment, but the reception team handled the situation with great efficiency and professionalism, resolving it very quickly. My daughter also attended a face-to-face appointment recently and found the clinician she saw to be excellent. Overall, I have been very satisfied with the care and service provided.

Friendly phone staff made switching practices easy

I relocated to the area and initially attempted to continue with my previous medical practice, as I had been very satisfied with their care. However, I need not have been concerned, as my new practice has proven to be equally excellent. It is genuinely reassuring to speak with a welcoming and helpful person when calling to arrange appointments. The practice has made considerable effort to accommodate appointments for both myself and my family, and I am truly appreciative of this service. Thank you very much.

Couldn't get through to speak with anyone

Extremely disappointing - the practice felt overly administrative and unhelpful, with significant difficulty in obtaining a consultation - a concerning example of systemic challenges affecting patient care. The practice appeared to prioritise certain services over patient needs. It is surprising the rating is as high as 2 given the numerous critical reviews from other patients.

Reception staff were dismissive and unkind

Had a really distressing and upsetting experience at my appointment this morning. The reception staff came across as unkind and lacking in empathy, which was particularly difficult given my circumstances. I found their approach unhelpful and felt it fell short of the standard of care I would expect.

Quick callback sorted the problem same day

Experienced some difficulty arranging a GP appointment initially, though this appears to be a common issue across practices nowadays. When I needed to be seen urgently today, I rang early in the morning and received a callback the same day, which resolved the matter promptly. I've also had previous interactions with the practice's pharmacist and one of their advanced practitioners, both of whom provided quick, friendly and competent care.

Reception staff made us feel welcome

Having relocated from a previous practice due to a change in location, we had some concerns about adjusting to a different surgery. However, there was no reason to worry, as we are completely satisfied and genuinely impressed with our new practice. We are delighted we made the move. The reception team are exceptionally helpful and our interactions with clinical staff via telephone have been excellent. We are grateful for the positive experience. 😊

Reception staff could be more helpful

The receptionist was unhelpful and displayed a dismissive attitude. While I recognise the need for efficiency in a busy practice, the approach taken was not conducive to providing good customer service. I feel the practice would benefit from a review of how patients are greeted and assisted.