The Vineyard Surgery

Results took weeks to arrive without contact

I was quite let down by my recent visit to this GP practice. The results from my blood work took approximately six weeks to arrive with me. What troubles me more is that the findings had been ready for a considerable time, and despite containing an unusual result, nobody reached out to inform me. I only became aware of the results after I took the initiative to contact the practice and request them myself. It should not fall to patients to pursue their own test results — particularly when there are concerning findings flagged. This extended wait caused me considerable worry and distress. I recognise that the NHS faces significant demands, but the way test results are communicated to patients — especially those with abnormal findings — ought to be handled with greater care and attention. I would encourage the practice to reconsider how it manages the process of informing patients of their results, as this situation was quite unsettling for me.

Attentive doctors who genuinely listen

I have been a patient at this practice for more than a decade and have nothing but positive things to say about the clinical and administrative team. Each healthcare professional I have consulted with has demonstrated attentiveness, compassion, and excellent interpersonal skills. They give the impression of genuinely valuing their patients' wellbeing, and I would enthusiastically recommend the practice to others.

Helpful phone consultation with the pharmacist

Reassuring and productive telephone consultation with the clinical pharmacist. Thank you.

Helpful and proactive reception staff made the difference

The healthcare professional I saw was incredible. So helpful and proactive. Probably the best medical experience I've ever had. Thank you.

Always felt listened to and cared for

The practice team are doing an outstanding job! Thank you for always looking after me so well X

Kind and thorough appointment experience

The clinician I saw was exceptionally kind, thorough and reassuring. I could not have been happier with my appointment.

consistently poor patient experience

I’ve been a patient here for some time and the experience has become increasingly frustrating. The reception team are routinely rude, dismissive and condescending. This isn’t limited to my own interactions; it’s something I see happening to other patients as well, which sets a very poor tone for the practice. Getting an appointment is almost impossible. You’re pushed towards online forms, everything feels faceless, and appointments are regularly denied without any meaningful route to speak to someone who can help. The practice charges £50 to sign a simple one-page statement of fact for insurance. All the information is already completed by me and only needs confirmation and a signature, yet it still takes one to two months and repeated chasing. There is also a noticeable lack of confidence during consultations, with doctors often searching symptoms online in front of you. On several occasions I’ve had to guide the discussion myself using chatgpt just to reach a basic understanding of the clinical picture. It does not give reassurance when you feel you are leading the reasoning. This practice is under pressure like many others, but respectful communication, timely administration, accessible appointments and confident clinical support are reasonable expectations. At the moment, it falls well short.

Warmth and genuine listening made all the difference

After relocating and transferring from my previous practice, I now appreciate how much I valued that surgery. The entire team, from front desk staff through to clinical professionals, demonstrated genuine warmth and care. What particularly impressed me was their empathy, attentiveness and willingness to really hear what I had to say, which meant I never felt like simply another appointment to be rushed through. I genuinely wish I could still be a patient there.

Professional staff who listened to my concerns

Excellent service provided by the team at this practice. The staff members demonstrated professionalism in their roles. I am grateful for their assistance.

New triage system making appointments harder to get

I want to start by saying that the clinical staff at the practice are excellent, and the reception team are equally wonderful and supportive. My previous visits have always been very positive, and I have consistently given the practice five-star ratings, which they absolutely merit. That said, the newly implemented appointment system is creating considerable difficulties in accessing care. In the past, calling at 8:00 AM would typically result in securing an appointment the same day. The current system has become overly complicated and time-consuming: 1. I am required to complete an extensive form with many questions, some of which do not have suitable answers for my situation. If my responses are not exact, the system directs me to attend hospital immediately, and I must complete the entire form again from the beginning. 2. Following submission, a booking link arrives 1–2 days later. Even when I access it straight away, the soonest available slot is two weeks in the future. When I rang this morning about this delay, I was told to check the system each morning for cancellations. Should my health deteriorate in that time, I was advised to attend hospital instead. This is not a satisfactory solution. By the time an appointment becomes available, my health issue will likely have either improved on its own (making the appointment redundant) or deteriorated substantially, necessitating hospital care or emergency services (which has happened to me previously). I consider this new appointment system to be ineffective. Although it may reduce costs for the practice, it appears to be compromising patient safety and wasting NHS resources by directing patients toward emergency departments for conditions that could have been managed more efficiently in primary care. The system is pushing problems up to higher levels of care rather than resolving them at the initial point of contact.

Felt genuinely listened to and understood

Demonstrated considerable attentiveness, strong ability to listen and understand concerns, genuine compassion, positive reinforcement, and thoughtful guidance informed by professional expertise and comprehensive discussion.

Kind and diligent care at my practice

As always, the clinician I saw was so kind and diligent.

Felt truly listened to and involved in care

I took my daughter to see a GP and the clinician we saw was very professional and truly listened to our concerns. They took the time to understand what was worrying me about my daughter, explained the available options clearly to both of us, and involved my daughter in the treatment plan. This level of care made a real difference to me and I felt very safe throughout the appointment. I would highly recommend this service.

Receptionists made me feel genuinely welcome

I've been attending this surgery for five years and have consistently been satisfied with the standard of care provided. The reception team members are consistently welcoming and approachable. The clinician I see is courteous, reassuring, and demonstrates a genuine commitment to listening carefully and addressing any health concerns. They approach their work with professionalism and compassion, creating a comfortable environment for consultations. My family members also receive care at this practice, and we are all pleased with the service we experience.

Staff went the extra mile to help

The service provided at this practice was outstanding. The team members are exceptionally helpful and go to great lengths to ensure patients receive the medical attention they request, and the clinicians I have consulted with have been remarkably skilled. While I won't identify specific individuals, I'm confident they are aware of the positive impact they've made, and I would expect the other practitioners I haven't yet seen to be equally excellent in their respective areas. I feel assured that I'm receiving quality care.

Helpful team made us feel supported

The pharmacy staff member was very helpful with their advice. Overall, I found the entire team to be efficient and supportive in what I understand is a very demanding environment. They do excellent work. Thank you.

Reassuring and cheerful approach to care

Excellent healthcare provider! I thoroughly enjoy attending appointments at this practice. The clinician I see is exceptionally reassuring and maintains a cheerful demeanor that I find particularly valuable.

Helpful doctors who really listened to concerns

A big thank you to the clinical team for their dedicated help to my family member. You are truly amazing!

Felt properly listened to about my medications

The healthcare professional I saw was excellent. They listened carefully to my concerns regarding my medications, provided helpful advice, and took proactive steps to address my needs.

Reception team really went the extra mile

The reception staff demonstrated exceptional helpfulness and willingness to assist. The appointment with the general practitioner was of high quality.