The Vine Medical Centre

Quick Saturday appointment with tea offered

I scheduled an appointment for a Saturday morning and arrived at 11:00 for an 11:30 slot. Upon entering, I was offered a beverage and was seen by a clinician by 11:10, which was better than expected. The service was excellent, I received the care I needed, and I had left the premises by 11:25.

Months waiting for appointment, offered phone calls instead

This medical centre does not provide the level of service expected in the area. An elderly family member has been attempting to secure an in-person appointment for an extended period and has repeatedly been offered telephone consultations instead. There are concerns about the current standard of patient care and the shift towards remote consultations. The preference for telephone appointments raises questions about whether the traditional model of general practice remains fit for purpose, and whether resources might be better allocated elsewhere in the healthcare system. There is a perception that referrals to hospital services are made readily rather than resolving matters at practice level.

Phone queue system needs serious improvement

The telephone service was not satisfactory, and the approach to patient care fell short of expectations. The overall experience was disappointing.

Quick appointment after helpful phone call

I find this medical centre and all the staff really wonderful. They handle issues in a courteous manner and with authentic care. I called on a weekday, spoke with a clinician that same afternoon, and was able to attend an appointment a couple of days later.

Turned away with serious concerns

This practice has not met my expectations. I felt that my concerns were not adequately addressed and that I was dismissed despite feeling my issues were significant.

Friendly team who actually listened

The medical staff were approachable and the team provided excellent service.

Reception staff refused appointment and suggested A&E instead

I found the experience deeply disappointing. I was unable to secure an appointment for my young child regarding a minor health concern and was instead directed to the emergency department, which seemed inappropriate for an issue that falls between what can be managed at home and what truly requires urgent care. The reception staff were unhelpful and dismissive, appearing unwilling to assist and making judgmental comments about my approach to my child's healthcare. I felt my concerns were not taken seriously, particularly after being kept on hold for an extended period during an earlier attempt to book an appointment. The overall interaction left me feeling frustrated and unsupported by the practice.

Phone queues keep cutting out mid-call

The telephone system at this practice is extremely frustrating. Calls consistently place you in a lengthy queue that progresses at a glacial pace, and disconnections happen repeatedly before reaching anyone. After multiple attempts and considerable persistence, I eventually connected with reception staff, only to experience a call that dropped immediately after they answered, despite having no issues with audio quality on calls made immediately before and after this incident. Appointment scheduling for blood work related to an important health matter was offered for nearly a month in the future, which felt like an unreasonable delay. The initial comprehensive health assessment was conducted by a healthcare support worker rather than a qualified clinical professional, which I found deeply concerning given the nature of the appointment. Combined with the broader difficulty in accessing appointments with qualified practitioners, this experience has been profoundly disappointing. As someone with extensive professional healthcare experience, I found this practice to fall significantly short of expected standards. The positive reviews visible online seem inconsistent with the service I received, raising questions about their authenticity.

Email prescription system doesn't work reliably

I would strongly advise against relying on the email prescription request system. I have attempted to use this method multiple times consecutively, and it has consistently failed to work properly, forcing me to resort to calling instead. The process appears to be unreliable and problematic.

Phone queue wait was far too long

I was notified via text message that an appointment had been scheduled for me regarding a procedure that had already taken place the previous month. I attempted to cancel this appointment but spent considerable time on hold listening to music that I found quite unpleasant. Based on past experiences, I felt unable to disconnect the call as the practice tends to end calls quickly if not answered promptly. After an extended wait, I eventually reached someone who cancelled the appointment and offered an apology for the delay. However, I question whether such lengthy waiting times are really acceptable.

Struggling to book appointments or reach reception

It is very difficult to secure an in-person appointment. Telephone access is also challenging. Virtual consultations typically involve waiting periods of at least three weeks, and scheduled times are often not adhered to. Missing an appointment due to delays results in having to rebook, which means facing another lengthy wait of three weeks or more. The overall experience leaves one feeling without adequate access to primary care services. The service would receive the lowest possible rating if that were an option.

Felt listened to and well supported

The clinician at this practice is fantastic and helpful. I am very happy with the service provided. 🌟🌟🌟🌟🌟

Struggling to book appointments by phone

Continues to decline in-person consultations and only offers telephone appointments, which remain difficult to obtain. The medical staff appear to rely on online research rather than conducting proper clinical assessments, and suggestions have been made about lifestyle changes rather than pursuing diagnostic investigations. Overall, found the service unhelpful.

Reception staff attitude made things worse

I'm not entirely sure what changed recently, as things seemed satisfactory previously, but I believe there may be a different staff member involved, or perhaps I simply hadn't interacted with them before. Regardless, I found this person to be quite discourteous and felt their manner was unprofessional for a healthcare setting. I would hope this situation can be addressed, as I'm concerned about how others might be affected when trying to access their prescriptions. When you're managing mental health challenges, encountering such an unfriendly approach makes the experience particularly difficult.

Struggling to get through on the phone

Communication with the practice has become increasingly challenging for patients.

Impossible to get an appointment here

Absolutely dreadful. Can't speak to or see a doctor. It's no wonder people are struggling to access proper medical care.

Friendly staff made booking appointments straightforward

This is undoubtedly the finest healthcare facility I have ever been a member of. The team members and clinical professionals are exceptional.

Long wait times for urgent symptoms

I was experiencing a significant fever and was informed that an appointment would not be available for an extended period. This was not a satisfactory response to my situation.

Phone system makes getting through difficult

The practice appears to lack consideration for patient needs. The telephone service has become increasingly problematic.

Nice building let down by poor communication

Despite what the answerphone states, same-day emergency appointments are not available, which meant I experienced considerable discomfort over several days and had to seek private care at significant personal expense. The private option provided a much quicker resolution compared to the extended waiting period for NHS appointments. I understand the clinical staff are competent, though accessing them proves difficult. There appear to be coordination issues among different departments within the practice. The facility itself is well-maintained, though it seems underutilised. This medical centre operated more smoothly in previous years with a stronger workforce, but staffing levels have declined considerably. Several neighbouring practices have closed due to similar staffing challenges, and the outlook for improvement appears limited.