The Vineyard Surgery

Poor communication and delayed test results left me waiting

What an ordeal. I was already uncertain about this surgery after a rather unpleasant experience there a few months prior. During my initial telephone consultation, I was advised to simply monitor my condition for another week, despite having explained that my symptoms had persisted for six weeks at that stage, and I had already attended hospital twice regarding them. While this was happening, I was provided with an incorrect test kit by the team, which the lab subsequently rejected. A week and a half later, after completing a second test with the correct kit and waiting patiently, I happened to discover that the new results had been returned from the lab when I checked my NHS app. The surgery had not bothered to inform me, leaving me without any communication. I then had to wait 30 minutes in the waiting area for my follow-up appointment, which I was forced to arrange myself despite arriving punctually. Again, there had been no proactive follow-up from the practice. I was then prescribed urgent medication during that appointment, but the clinician did not submit it to the pharmacy until I contacted the practice 24 hours later, on two separate occasions, requesting that my prescription be sent to the pharmacy urgently before 5pm on a Friday. Overall, this resulted in several additional weeks without actual treatment for a serious health concern. Upon reflection, I also noted advisory warnings from the UK medical regulator dating back to 2016, and it appears evident that the issues identified in those advisories still do not appear to have been properly resolved, at least from my experience. The only positive aspects were two exceptional members of staff from reception and clinical areas, who were proactive, kind, and supportive. And one clinician whose advice I sought and found to be friendly and very knowledgeable. They are keeping the practice functioning. I have since registered with a different GP practice and departed. I would advise caution.

Inconsistent care from different healthcare professionals

The standard of care received varied depending on which member of the healthcare team was consulted.

Felt unheard during my appointment

The healthcare professional demonstrated unprofessional conduct and appeared to lack sound clinical judgement.

Online triage system left me completely in the dark

Obtaining an appointment at this practice proves to be extremely challenging. Following completion of the online assessment form, I received no response whatsoever. Eventually, I managed to secure an appointment with a clinician for a blood test. Upon arriving for my appointment on Monday morning at 7.40, I found the surgery doors locked. I was taken aback that when the reception staff member arrived approximately 10 minutes later, there was no acknowledgement of the delayed opening. A simple apology would have been courteous, and I felt this lack of recognition was quite discourteous.

Receptionist was dismissive and appointment ran very late

The receptionist was discourteous and seemed dismissive of patients' schedules. There was a significant delay before being seen by the clinician, well beyond the originally scheduled time. I would caution others if you value punctuality and courteous service.

Waiting times keep getting longer

The quality of care appears to be declining over time.

Felt genuinely listened to and understood

I just want to say a big thank you to the clinician I saw. They were incredibly warm, understanding, professional and genuinely helpful throughout my appointment. Warmly, a patient

Phone appointments removed without good reason

Consider taking your NHS funding elsewhere. This practice has discontinued telephone appointment availability, implementing a system that appears designed to limit patient access to clinical staff. While continuing to receive NHS per-patient payments, the service quality seems inconsistent with this funding. The clinical team's approach to consultations feels superficial, and front desk staff interactions lack warmth and attentiveness.

Well organised surgery that listens to patients

This practice is exceptional. From the clinical staff to the administrative team, they are well organised, thorough, and caring.

Quick response when it really matters

The medical staff demonstrate considerable attentiveness and respond promptly when situations require urgent attention.

Referral lost, treatment delayed months

A staff member demonstrated genuine professionalism and dedication. However, the practice as a whole appears to have experienced difficulties with managing my referral, which has resulted in my treatment being delayed by approximately a year from the original timeline. This situation has understandably been frustrating.

Online booking system lacks clarity

The online booking system lacks clarity in how it operates.

Inflexible appointment system makes booking difficult

The appointment booking system at this practice presents significant challenges. To secure a same-day appointment, you must call precisely at 8am—no earlier or later—and wait in the queue. The only alternative is booking three weeks in advance. For someone working full-time with regular morning commitments, this inflexible approach is highly problematic. Attempts to call at slightly different times, such as 7:30am or 8:30am, are unsuccessful, as these fall outside the acceptable window. I would suggest considering a practice with more adaptable appointment availability and have decided to transfer my registration elsewhere as a result.

Reception staff attitude has become unwelcoming

The practice made a positive change some years ago by replacing its unhelpful reception team, which was genuinely encouraging. Unfortunately, my recent visits have left me disappointed to find that the reception experience appears to be reverting to the standard approach seen at many GP surgeries, where staff interactions feel distant and unwelcoming, sometimes approaching discourtesy. It seems the workplace culture may be shifting back towards its previous state, which is regrettable as the quality of reception experience significantly impacts whether a visit feels pleasant or frustrating.

Booking errors and long waits frustrate patients

The standard of care at this practice has noticeably deteriorated. There have been frequent issues with the appointment scheduling system, extended delays before being seen by a clinician, and uncertainty about which healthcare professional will be available. Additionally, contacting the practice by telephone has proven to be extremely difficult.

Long wait then call got disconnected

I had to wait over half an hour before my appointment was interrupted. Despite explaining that I was dealing with a significant respiratory issue, the response seemed dismissive. I was instructed to return several days later for follow-up. When I requested to lodge a formal complaint with the practice management team, they appeared unwilling to engage with my concerns.

Short wait times and genuinely helpful reception staff

I have never experienced such a positive encounter at a general practice. The telephone waiting times are consistently minimal, and the front desk staff demonstrate exceptional kindness and helpfulness. I have attended one in-person appointment with a clinician who provided outstanding care. I feel fortunate to be registered with this practice and am very grateful for the service received.

Felt unheard and dismissed during appointments

Over a period of several years, I had an unsatisfactory experience at this practice. I found the consultation style to be dismissive, with comments that felt unhelpful. I felt my concerns were not properly heard during appointments, and I was dissatisfied with the clinical outcomes for my family member. I do not intend to return to this surgery.

Reception's improved despite the busy schedule

Update, I find all the clinical staff to be excellent, and the reception team work hard too. The team can appear stretched at times given how busy the practice is, like many surgeries. My overall impression has improved significantly since my previous experience several years ago.

Reception staff dismissive about inhaler technique concerns

I had a disappointing interaction with a member of the reception team when I called to request an appointment for my child. I felt there was a lack of empathy and understanding during the conversation. When I phoned at 11am to discuss concerns about my child's recent medication and to arrange a visit for a clinician to review technique, the response felt robotic and unhelpful. I was simply told that same-day appointments require calling at 8am, or the next available slot was the following week. The staff member then declined to assist further, explaining they were not qualified to address my specific query. The manner of communication came across as dismissive and somewhat condescending, which left me feeling undervalued. This experience was particularly disappointing given that the practice has generally provided good care in the past.