Vassall Medical Centre

Impossible to book appointments, rude phone reception

This practice used to be a reliable choice, but accessing appointments has become increasingly difficult. I have been attempting to secure an appointment since earlier in the year, and it continues to feel unattainable. This has forced me to attend emergency services on multiple occasions instead. When I recently tried to book an appointment, I found the phone interaction with reception staff to be unpleasant and unhelpful. The waiting times are extremely lengthy, with appointments typically not available for several weeks. The consistent delays in being able to see a clinician are frustrating and concerning. I question the value of the service when such significant waits are standard. The appointment availability at this practice is disappointing compared to what I would expect. I would recommend considering alternative options if you are seeking more accessible care.

Abnormal results withheld, appointment access delayed

2nd review- Feb 2026- I had blood tests taken on two occasions — last year and again this year. On both occasions, before Christmas 2025 and again in February 2026, I was informed that my blood test results were abnormal. However, I was then refused access to the actual results on the basis of "practice policy" and told I would need to speak to a clinician first. Unfortunately, twice appointments were fully booked for several weeks. Being told something is abnormal (before Christmas!!!!) without being given the results, any reassurance, or a timely clinical review is extremely distressing. Even a brief confirmation that there was no immediate concern, or access to the numerical results for my own records, would have made a significant difference. I understand policies around not providing results at reception, but withholding a patient's own medical information while leaving them in limbo reflects poor communication and patient care. Many are able to understand at least some aspects of their results or seek independent advice if needed. This experience caused unnecessary anxiety and does not reflect good practice. Hence the drop to 2 stars. 1st review)-2023-My child was feeling poorly and I had to collect them from school early. They had a high temperature and complained of stomach discomfort. I called the practice and the receptionist arranged a same day appointment. The clinician then called and asked if we could come earlier. All in all we were seen within an hour of the time when I called the surgery. The clinician was very attentive, professional, and I felt my child was taken care of. Hence, big thank you to the clinician — they really care, and the receptionist for arranging the appointment.

Helpful receptionist made booking straightforward

A healthcare professional is available at Vassall Medical Centre.

Easy appointment booking through the app

I have been a long-standing patient at this practice and have consistently received excellent care. The surgery operates an efficient appointment system through an app, which typically offers good availability for booking. The convenience of having a pharmacy located adjacent to the practice makes the process of collecting prescriptions straightforward and hassle-free.

Phone consultation felt genuinely supportive and kind

I recently had a telephone consultation regarding weight management and potential treatment options. The clinician demonstrated exceptional compassion when discussing this sensitive subject. Rather than feeling judged, I found the conversation to be open, honest and considerate. This healthcare professional is a real asset to their practice.

Health coaching support made a real difference

This practice has benefited from having a health and wellbeing coach on staff. The coaching service provides valuable support and is an important addition to the care offered here - it would be beneficial for this service to remain available to other patients.

Face to face coaching sessions made real difference

I recently completed my sixth session with the health and wellbeing coaching service available at the surgery. Having in-person appointments was particularly beneficial for me. This service came about following a recommendation from my GP, and it has proven to be an exceptionally rewarding experience that has genuinely enhanced my self-awareness. The coach demonstrated wonderful compassion and empathy throughout our work together. They maintained a highly professional approach and established a supportive environment where I felt comfortable reflecting on my current circumstances. The sessions provided valuable time for contemplation, with a clear emphasis on looking after both my physical and emotional health. The coach was consistently encouraging and helped me feel empowered to take control of my own wellbeing journey, giving me the confidence to make positive and meaningful changes. My perspective has shifted considerably for the better, and I now feel optimistic about what lies ahead. This is an excellent resource within the surgery, and I would encourage other patients to explore and take advantage of this offering. I am very grateful for the support I received.

Grateful for the helpful class referral

I really appreciate being recommended for this programme—it was a truly excellent experience. I would be delighted if there were further chances to participate in something similar in the future. Thank you once more for the referral.

Prompt appointments and welcoming reception staff

I'm very fortunate to be minutes away from this medical centre. I'm always able to get prompt appointments, and the reception team are amazing—efficient, friendly, and discreet. All the clinical staff are fantastic, and I've had positive experiences with multiple practitioners at the practice.

Friendly staff made me feel welcome

I really enjoyed what I discovered during my visit, had a great time, and appreciated the friendly staff. Thank you very much.

Reception staff made time to listen

Excellent healthcare provider, demonstrating comprehensive care with genuine compassion. From the initial reception through to pharmacy services and clinical consultations, the entire team consistently prioritises patient time and attention.

Mixed experiences at the practice

Some aspects of my experience were excellent, while others fell short of expectations.

Felt unheard and disrespected during appointments

This has been the most disappointing healthcare experience I have had at any practice. During my visit for chest discomfort, I was appropriately referred for imaging at the hospital. Upon returning for follow-up, I was informed the results were reassuring, however I was not given a clear explanation of the underlying cause. Instead, I was placed in an uncomfortable position of having to suggest possible explanations myself until arriving at the correct one. This approach felt dismissive and unprofessional. I subsequently attended for a routine examination with a clinician who made comments about my physical appearance and maintained an inappropriate tone throughout the appointment. The experience was distressing, and the examination itself was performed roughly, leaving me both embarrassed and in discomfort. When I later sought support for workplace stress from another clinician at the practice, I found them to be disengaged and unhelpful. The consultation focused narrowly on medication and work absence rather than exploring my concerns or offering meaningful support. Since switching to a different practice, my experience has improved considerably. Having a healthcare provider who demonstrates genuine interest and attentiveness has made a significant difference to my care. I would recommend exploring alternative options rather than continuing with this practice.

Friendly reception staff made booking easy

Excellent experience overall. Among the finest general practice services I've encountered. Highly worth recommending to others.

Quick phone access and helpful reception staff

We have consistently had excellent experiences at this medical centre. The reception team members are invariably courteous and supportive, and we have never experienced difficulty reaching someone when calling. The clinical staff have also been outstanding — demonstrating professionalism, efficiency, and attentiveness. They have been accommodating in arranging prompt appointments for our young child on multiple occasions and we are very appreciative of this flexibility. Overall, we would strongly recommend this practice to others.

Repeat prescriptions require constant chasing

Having to contact the practice via email or telephone on every occasion when a long-term repeat prescription needs to be arranged through the pharmacy is frustrating. The staff are pleasant enough, but if the basic task of authorising a repeat prescription cannot be completed without requiring personal follow-up each month, one has to question whether the service is meeting its fundamental purpose. This practice would be best avoided if possible.

Receptionists blocking access to doctors unfairly

The current process of needing to get past reception staff before being able to speak with a doctor feels frustrating and problematic. It would be preferable to return to an earlier approach where appointments were simply scheduled without reception staff making assessments about the seriousness of a patient's health concerns.

Good service despite the busy waiting room

Outstanding care provided despite the high volume of patients.

Long waits to book appointments here

This practice was once excellent, but the experience has deteriorated significantly. Obtaining an appointment has become extremely difficult, with waits extending beyond a week just to secure a booking. I was not made aware that my usual clinician had departed from the practice, which was disappointing. The overall management of the service appears to need improvement. When I recently attempted to book an appointment, despite being first in the telephone queue, I waited considerably longer than expected before my call was answered. The wait time felt excessive.

Patient and thorough care from start to finish

Had a wonderful experience at this practice. The clinicians I've seen have consistently demonstrated patience, kindness, and thoroughness in their approach. I'm very satisfied with the care received and wouldn't consider going elsewhere.