Urban Village Medical Practice
Great! (87 reviews)
Great! (87 reviews)
The practice demonstrates a marked divide in patient experience, with medical staff consistently praised for compassionate care, procedural expertise, and attentiveness, while reception and administrative functions present significant challenges. Patients report difficulties with appointment availability, extended waiting times for callbacks, and communication infrastructure problems including unresponsive email systems and inconsistent information provision. Test result follow-up failures and prescription processing delays emerge as recurring concerns, with some patients waiting months for blood work completion or experiencing repeated issues with medication orders not reaching pharmacies.
Positive feedback centres on the welcoming atmosphere created by clinical teams, particularly during consultations and procedures, alongside recognition of responsive service when appointments are secured. However, reception experience varies considerably, with reports of discourteous conduct, dismissive attitudes, and poor handling of basic inquiries contrasting sharply with occasional accounts of warm, supportive front-desk interactions. The practice's online booking system and patient app receive praise for accessibility, yet telephone access remains problematic with long hold times and call disconnections reported.
Continuity of care and professional medical expertise are valued by long-standing patients, though organisational inefficiency in administrative processes undermines confidence in the overall service. Addressing communication systems, reception training, and prescription management protocols would substantially improve the patient experience across the practice.
Appointment
Reception
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Seen on time
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The practice demonstrates a marked divide in patient experience, with medical staff consistently praised for compassionate care, procedural expertise, and attentiveness, while reception and administrative functions present significant challenges. Patients report difficulties with appointment availability, extended waiting times for callbacks, and communication infrastructure problems including unresponsive email systems and inconsistent information provision. Test result follow-up failures and prescription processing delays emerge as recurring concerns, with some patients waiting months for blood work completion or experiencing repeated issues with medication orders not reaching pharmacies.
Positive feedback centres on the welcoming atmosphere created by clinical teams, particularly during consultations and procedures, alongside recognition of responsive service when appointments are secured. However, reception experience varies considerably, with reports of discourteous conduct, dismissive attitudes, and poor handling of basic inquiries contrasting sharply with occasional accounts of warm, supportive front-desk interactions. The practice's online booking system and patient app receive praise for accessibility, yet telephone access remains problematic with long hold times and call disconnections reported.
Continuity of care and professional medical expertise are valued by long-standing patients, though organisational inefficiency in administrative processes undermines confidence in the overall service. Addressing communication systems, reception training, and prescription management protocols would substantially improve the patient experience across the practice.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Paul S.
2 years ago
Bad!
Mysterious phantom calls haunt my phone line
PHANTOM PHONE COMMUNICATION…. I was anticipating a callback from a pharmacist at UVMP, but no contact was made. So I contacted the practice to inquire about the promised call. The receptionist claimed they had indeed rung me the previous day!! However, I had my phone with me continuously and never received any call. Upon checking my phone records, I found absolutely no evidence of the call being made... Are they fabricating stories or are supernatural forces at play?
Ahmed M.
2 years ago
Bad!
Horrible service with discriminatory undertones
Staff at the front desk display deeply offensive and discriminatory behaviors, creating an unwelcoming and hostile environment for guests.
Emmy E.
2 years ago
Bad!
Frustrating customer service nightmare at this place
I endured a 29-minute wait only to then spend an additional 13 minutes on hold before reaching a representative. Instead of expressing any regret for the extensive delay, they simply informed me that no appointments were accessible for the service I required, and furthermore, they don't accept bookings two weeks ahead of time.
Anthony K.
2 years ago
Excellent!
Compassionate care from an exceptional medical team
I've been a patient at this medical practice for quite some time. The entire team, starting from the front desk and extending throughout the clinic, is incredibly supportive and attentive. They genuinely connect with their patients and demonstrate a deep understanding of individual needs. The general practitioners, particularly Dr. Greenlaw and Dr. Jackson, are exceptionally skilled and well-informed.
Sarah J.
2 years ago
Excellent!
Exceptional care and compassion from amazing staff
What an incredible visit to my local medical clinic! Stuart and Catherine, along with the reception team, were absolutely phenomenal in their care and support when I was feeling under the weather. They truly went the extra mile to make me feel comfortable and looked after. Heartfelt appreciation!
Ol O.
2 years ago
Bad!
Disappointing medical experience with long wait times
Interminable delays at every visit, with appointments consistently running behind schedule, followed by a hurried consultation that left me feeling pressured. One of the physicians displayed a condescending attitude and unprofessional conduct. I don't intend to be harsh, but I'm genuinely struggling and feeling abandoned, unable to obtain the medical support I desperately require.
Lauren M.
2 years ago
Poor!
Frustrating delay with test results and communication
Hi Kay, I was left uninformed about my missing test results and had to initiate the follow-up myself after a month had passed. During a recent telehealth consultation, I received a medication prescription, but it remains unrecorded in my NHS account. I'm unable to make the necessary call due to work constraints and find myself in a frustrating holding pattern. Additionally, the email address previously shared has proven non-functional when I tried to reach out. I kindly request that this matter be pursued and resolved. Thank you.