Urban Village Medical Practice

Incompetent staff and terrible medical service

Awful practice. Steer clear. The front desk staff are completely inept and unable to comprehend basic written instructions. They consistently fail to follow through on promised tasks like preparing documents or returning calls and processing prescriptions. Chronic problems persist with monthly medication orders, which they repeatedly neglect to forward to the pharmacy, even after multiple reminders. The physicians here are equally unprofessional and ineffective. With perhaps only two exceptions, the entire medical team appears incompetent. Regarding test results, patients are forced to repeatedly chase follow-ups, as staff claim ignorance or promise to contact you but never do. This leads to potentially dangerous delays where critical medical information remains outstanding for weeks or even months, potentially compromising patient health.

Compassionate doctors who truly care about their patients

The medical staff here are truly exceptional - they genuinely pay attention and demonstrate authentic compassion for their patients. I want to express my deepest gratitude to Dr Stewart, Dr Greenlaw & Kelcey for their incredible support and care.

Amazing service from caring gp surgery team

Due to my significantly limited mobility, I've been keen on exploring swimming but unsure how to proceed. I'm truly impressed that through this GP practice, numerous activities have become accessible. Matthew Berry, I'm incredibly grateful for the extraordinary effort you've made to facilitate this for me. Shaz. Throughout my experience with at least five different GP surgeries, I want to emphasize how extraordinarily impressed I am with the service and care provided here - not just by the GP, but by the entire staff. During my morning visit (17/04/2024), after signing in electronically, the receptionist personally called me by name, greeting me warmly despite being extremely busy at 9 am. I felt genuinely valued. Another staff member walking by also impressively took a moment to say hello. The ease of communication through online forms is remarkable. Although the doctor was clearly swamped, within minutes of submitting my form, I was seen face-to-face at 9:30 am. I sincerely wish other surgeries would emulate this approach. Previously, securing appointments was nearly impossible - calling precisely at 8:30 am would result in constant busy signals, followed by disappointment about unavailable same-day slots and being redirected to walk-in centers or A&E, which are typically inaccessible for disabled patients. Since 2018, I've encountered zero issues with this surgery. The Patients App is phenomenal, eliminating the need for prolonged phone waiting. Submitting blood pressure readings online is seamless. Here, I'm genuinely heard; consultations are never one-sided, and I'm never made to feel rushed or dismissed. The care and treatment I receive are absolutely exceptional.

Compassionate care during my copper coil replacement

During my appointment at the clinic for a copper IUD replacement, Dr Greenlaw and Cat were incredibly informative. They carefully explained the entire procedure and potential side effects, which helped calm my nerves. Their compassionate approach made the experience much less stressful and more comfortable.

Copper coil experience made simple and stress-free

Six months after giving birth, I opted for the copper IUD. Urban Village streamlined the entire process beautifully! The preliminary phone consultation two weeks prior was comprehensive, and the actual appointment was seamless. Dr. Greenlaw and the nurse carefully guided me through each step, explaining everything in detail (I apologize for not catching the nurse's name). Exceptional service!

Compassionate care made my medical visit great

The medical staff were incredibly kind, helping me feel relaxed and providing a clear, detailed explanation of the upcoming procedures.

Friendly staff made my experience smooth

The staff demonstrated exceptional customer service, displaying remarkable patience and attentiveness. They consistently went above and beyond to accommodate my needs and were genuinely eager to hear and address my concerns.

Frustrating healthcare delays waste precious time

Scheduled a medical consultation in early April via telephone, yet by June, I'm still waiting to have my blood work completed. I even inquired about the possibility of getting the tests done at my workplace hospital if they could provide the necessary labels, but was flatly denied.

Frustrating communication and poor medication service

Their communication infrastructure is incredibly subpar. Each time you contact them by phone, the front desk invariably instructs you to complete a form. However, when I followed these instructions, the details I submitted were mishandled, resulting in an extremely stressful scenario where I was unable to obtain my essential medication.

Terrible reception staff ruined my entire experience

Terrible customer service at the front desk. The staff clearly require improved training. Their demeanor was discourteous, they demonstrated a complete absence of concern, and were entirely unhelpful.

Caring professionals made my medical experience smooth

Dr Jen and Kat were truly exceptional during my T-safe coil removal and replacement. Their compassionate approach immediately put me at complete ease, and they were incredibly attentive throughout the entire process. Not only did they expertly handle the medical procedure, but they also took the time to address my broader health questions with genuine care and thoroughness. I feel incredibly fortunate to have had such supportive and professional healthcare providers guiding me today.

Compassionate care from a fantastic women's clinic

I visited this clinic recently for a women's health consultation. Dr Greenlaw initially contacted me by phone to go over the details and scheduled my appointment promptly. The entire visit was seamless and efficient, with both the physician and supporting nurse, along with the front desk staff, being exceptionally kind and welcoming. An outstanding experience from start to finish!

Terrible service at medical practice avoid at all costs

Unprofessional front desk staff demonstrated a complete lack of compassion. This medical practice requires significant improvement in customer service. The purpose of the NHS should be to alleviate patient stress, not exacerbate existing challenges.

Worst medical appointment service ever experienced

Your appointment call service is abysmal. Most general practitioners I've encountered provide a specific window for their callback. In contrast, your approach is "we're swamped, so no defined timeframe". Even when you claim to have a timeframe, you consistently fail to adhere to it. When a call is eventually made, it rings briefly before being disconnected. I'm genuinely perplexed... how am I expected to manage this disruption during my work hours? To compound the frustration, patients can waste over 10 minutes listening to "you are first in the queue" messaging. As if that weren't infuriating enough, upon finally connecting, one of your receptionists inexplicably terminated the call without a word, hanging up after a few futile attempts to engage.

Unhelpful staff create frustrating medical experience

Subpar reception staff performance. The team requires additional customer service coaching to effectively interact with patients. Their approach seems dismissive, and they display a notable lack of empathy or genuine concern for visitors.

Friendly and helpful team makes my day

The employees here are truly exceptional and outstanding.

Terrible reception ruined my entire medical experience

Medical staff are fantastic, but the front desk personnel behave like hostile gatekeepers - incredibly discourteous and completely lacking empathy. They desperately need to improve their interpersonal approach. Completely unacceptable and unjust. My stress levels have skyrocketed following that interaction

Exceptional care at women's health practice

I was referred to this clinic by the city's women's health center. Dr Greenshaw and PA Maddie were truly exceptional. The procedure was straightforward: complete a form, receive a callback, and after a phone consultation with the doctor, I secured an appointment. During the visit, they were incredibly welcoming and thoroughly explained every step. I feel fortunate to have discovered such a wonderful practice, and I'm genuinely grateful!

Caring professionals made my dental procedure painless

Dr Greenlaw and Maddie were truly exceptional. Initially anxious about my implant removal, they quickly calmed my nerves and handled everything with remarkable professionalism. Our conversation during the procedure was delightful, and their evident dedication to women's healthcare was not only impressive but also incredibly comforting. I felt completely at ease throughout. I regret not catching the receptionist's name, as she too contributed to the welcoming atmosphere - an all-around wonderful experience.

Frustrating patient registration with unhelpful staff

After relocating, I registered with "UVMP" and completed their initial paperwork. However, I'm continuously inundated with text messages requesting additional details, but due to my shift work, the links typically expire before I can address them. Their pharmacist attempted a single call regarding my repeat prescriptions, which I missed. Hoping to discuss this in person, I visited their office, only to be informed that the pharmacist apparently doesn't work there or can't be met face-to-face. The reception staff seemed disinterested and struggled to comprehend my inquiry. They promised the pharmacist would contact me, but no call came. Consequently, I phoned UVMP directly, enduring a frustrating 20-minute hold, only to have them abruptly disconnect when I finally reached the front of the queue.