The Vine Medical Centre

Long wait on the phone queue

Disappointing experience with the customer service response. I waited in the call queue as the first person for almost an hour without receiving an answer. It was quite frustrating.

Reception staff refused to help without full disclosure

The practice was satisfactory when it was first established, but since a key clinician departed, there has been a noticeable decline in service quality. There is currently one clinician who appears genuinely engaged, though appointments with them are difficult to secure due to high demand. I was removed from the patient register at a time when I had recently relocated and had no alternative healthcare provider, which created significant difficulties in obtaining my regular medications. The reception staff were unhelpful and displayed poor communication skills, frequently insisting on detailed information about my health concerns before offering assistance, which felt inappropriate. I am relieved to have moved on from this practice and would not recommend it to others. The main issue appears to be a lack of responsiveness to patient needs.

Reception staff could improve their patience

I would appreciate it if the practice could consider providing additional administrative training for certain reception team members. During my interaction, I felt that the approach taken suggested a lack of patience with my concerns. The suggestion to seek alternative care elsewhere rather than addressing my query left me feeling dismissed. I believe that working in general practice requires a genuine commitment to patient care, and I would hope the practice might reflect on whether all team members share this dedication.

Staff went above and beyond with medication support

Absolutely exceptional service, especially from the reception and administrative staff. They went above and beyond to help ensure a patient received their much-needed medication before the practice closed for the festive period.

Rude receptionists and rushed telephone prescriptions

The service at this practice fell short of expectations. Medications were prescribed following a telephone consultation without an in-person examination, which unfortunately led to a worsening of symptoms. Additionally, the reception team's telephone manner was unhelpful and lacked professionalism.

Greeted promptly and given time to prepare

I recently attended for a routine blood test and was very pleased with my appointment experience. Upon arrival, I was welcomed promptly and provided with paperwork to complete. I was allowed sufficient time to carefully review the documentation without feeling pressured. The healthcare professional who took my sample was considerate, efficient and compassionate throughout the procedure. Despite some minor circumstances that could have made the process more challenging, the sample was obtained smoothly and without any pain or distress.

Months of waiting with no response to requests

I have been attempting to obtain anxiety support for an extended period, submitting multiple consultation requests and making numerous phone calls without receiving a response. Several people have contacted the practice on my behalf, and I have been directed to seek emergency care as an alternative. This situation feels unreasonable.

Reception staff were genuinely helpful and kind

Over the past week, I have had occasion to contact the practice on two separate occasions, and following a difficult experience from a few weeks prior, I found the reception staff to be exceptionally helpful, supportive and compassionate. I was genuinely grateful for their professionalism and kindness, as well as the patience and attention they afforded me despite clearly managing a demanding and pressured workload.

Hard to reach appointments months away by phone

The Vine Medical Centre was previously a family practice located on the Tonbridge road, where patients could develop an ongoing relationship with their GP, and appointments were readily accessible. You could attend without a prior booking and see the next available clinician, or request your preferred doctor. By 2021, the practice had relocated to a corporate-style facility further into Maidstone, and appeared to have significantly expanded its patient registration criteria. The current state of this practice is concerning. The majority of the experienced medical staff have departed. During a consultation with one of the newer doctors, when I eventually managed to arrange a discussion, I was asked "What do you want me to do about it" regarding a health concern that subsequently required referral to a hospital specialist. It seems reasonable to expect that a GP consultation should involve the clinician helping to determine an appropriate course of action. Obtaining an appointment by telephone at The Vine is increasingly difficult, with typical waiting times of around a month for remote consultations. This is frustrating, and the appointments offered may not be with a doctor but instead with an advanced nurse practitioner. Additionally, patients are required to discuss sensitive health matters with reception staff, many of whom come across as dismissive, curt, lacking in knowledge, and unhelpful.

Impossible to reach and completely unresponsive

I have had a very poor experience at this practice. I have been unable to obtain face-to-face appointments and struggle to get through by phone. Over a five-month period, I feel my medications have not been managed appropriately. The reception staff have been unhelpful, and there have been significant delays in speaking with a clinician. I have developed a concerning rash with bleeding under the skin, which I felt was not taken seriously. Overall, I have found the level of patient care to be inadequate, with staff appearing rushed and dismissive. I have felt let down by the practice and am considering seeking help elsewhere through alternative services.