Vassall Medical Centre

Staff were helpful and reminders kept us on track

I have consistently found the staff and healthcare professionals at this medical centre to be friendly, organised and supportive. A member of the nursing team has provided immunisation care for my child since early childhood. We receive advance notifications for upcoming appointments. The team performs their role very well.

Photo diagnosis request left me frustrated and worried

I'm usually satisfied with the service provided here, but on this occasion I felt let down. I submitted a formal complaint which remains unaddressed. I've been unable to secure a face-to-face appointment despite having a health concern that's causing me considerable worry. Being asked to submit a photograph instead felt inappropriate and frustrating given the circumstances. I felt the approach didn't reflect the standard of care I'd expect. I was considering taking further action to ensure I received an in-person consultation, as I believe this should be a fundamental right for patients. Following my subsequent appointment, I was pleased to find the clinical staff member was professional and considerate, and the administrative support I received was also helpful. This improved my overall experience.

Clean surgery and attentive care

Excellent healthcare professional and well-maintained facilities

Attentive staff made all the difference

The entire team came across as caring and attentive! That's really all one could hope for. Thank you for the support and assistance.

Regular check-ins helped me feel supported

Since the pandemic period, I have required increased healthcare support. The medical centre has been exceptionally helpful throughout. The staff have supported me through various challenges, and ensured I remained actively involved in decisions about my care. Consistent appointments were arranged to allow me to discuss my wellbeing, and I never felt like I was imposing on their time. I have always felt at ease with the team, but over the past several months, they have made considerable efforts, recognising that I needed additional support and specialist intervention. In terms of going beyond expectations, the only way to describe it is that they exceeded even that. The team provided comprehensive support during a challenging period, arranging frequent follow-up appointments which helped me recognise the gradual improvements occurring.

Quick appointments and consistently friendly staff

I have been attending this practice for a considerable length of time since I was young, and throughout this period I have consistently had a positive experience. Appointments are readily available whenever I need them, and I have always found the clinical staff to be excellent. The reception team have also been consistently welcoming and professional in their interactions.

Staff kept interrupting and contradicting each other

I have been a patient there for many years and have recently made the decision to switch practices after providing multiple opportunities for improvement. Throughout my interactions with different staff members, I have encountered inconsistent information and processes. For instance, reception indicated a two-week wait for a telephone consultation, the clinician subsequently arranged a separate appointment a week later, and then another staff member suggested different eligibility criteria for that visit. There were also contradictions regarding who should have made the initial booking. In general, I found that conversations were frequently interrupted if they extended beyond a few seconds, which then led to frustration when all relevant information had not been conveyed. The overall service experience felt dismissive, with lengthy waiting periods before appointments and a sense that my health concerns were not prioritised. Administrative tasks appeared to take precedence over patient care, and I often felt the need to propose my own management options rather than receiving proactive clinical guidance. When I raised these concerns verbally with various members of the team, the responses were defensive rather than constructive. I would recommend considering alternative practices that may better meet your healthcare needs.

Reception staff attitude needs improvement

On my third visit to the practice, I found the reception experience to be disappointing. When seeking assistance with appointment queries, I expected a more helpful and welcoming approach, particularly during quieter periods when staff availability was not an issue. Each time I interacted with the reception team, I felt uncomfortable and unwelcome. I also noticed that the practice often appears to have limited staffing during morning hours. To whoever manages staffing decisions, I would strongly encourage reconsidering the current reception arrangements and consider recruiting individuals who are better suited to providing the level of customer service that patients deserve.

Reception staff were unhelpful and dismissive

The receptionist's manner was unhelpful and challenging to deal with.

Helpful staff who actually listen to you

Excellent team members and medical professionals. Consistently supportive and understanding. Would strongly suggest to others.

Receptionists were dismissive when I needed help

I had a very disappointing experience with the service I received today. The reception staff's approach to customer service fell well short of what I would expect. I attended an appointment for imaging at another facility and was informed that the referral request had not been submitted. After making multiple calls to the practice, I was repeatedly told that staff were occupied with other matters. There was a significant delay before the necessary documentation was eventually sent through. I found the interaction with reception staff to be discourteous, and when I requested to speak with management about my concerns, I was directed to submit a formal complaint instead. I am very dissatisfied with this experience and am considering changing to a different practice.

Telephone appointments arrive at unpredictable times

The telephone appointment system is unreliable, with calls arriving either significantly before or after the scheduled time. Following a missed connection, a text message was sent placing responsibility on the patient for not being available.

Modern practice but advance booking required

This medical practice operates on an advance booking system for appointments. A small number of telephone consultations and same-day slots are offered on a first-come, first-served basis for those who call at opening time on weekdays. The facility itself is spacious and contemporary.

Polite staff put me at ease throughout

Not my regular practice, so I'm unfamiliar with the names of the reception staff or the clinician who saw me, but I can say that everyone here was exceptionally courteous and the clinician who examined me was particularly kind and thorough, taking extra time to ensure I felt reassured. I'm puzzled by some of the negative feedback I've seen elsewhere, as my visit was positive throughout. Should I move to the local area, I would definitely consider registering with this practice.

Couldn't get through on the phone

This practice falls well short of expectations. I regret having given any positive rating at all. I would strongly advise against registering here, as the experience is likely to be disappointing. The standard of service is poor and it is difficult to understand how this establishment operates as a medical facility. The overall experience was deeply unsatisfactory.

Phone consultation felt rushed and unheard

I had a phone consultation regarding my son's health and felt the experience was unsatisfactory. During the call, I felt rushed and was unable to fully explain my concerns. I was seeking an in-person appointment as my son had been experiencing sleep difficulties and other discomforts that were causing us considerable worry. I was informed that no standard appointments were available at the practice and was instead offered an appointment at an alternative location, which would require a 25-minute walk to reach. When I mentioned that my son had been experiencing phlegmy symptoms since birth, the tone of the conversation seemed to change, and I was subsequently booked into what appeared to be a specialist clinic. However, I was not clearly informed about the nature of this appointment beforehand. Upon arrival, I realised the clinic's specific focus and felt concerned about the appropriateness of the referral given my son's actual symptoms. I decided to leave immediately. I was disappointed by what felt like a lack of thorough communication and explanation throughout this process. I now need to contact the practice again to seek a more appropriate appointment, and I hope the next consultation will allow adequate time to properly discuss my concerns. Given that other family members have health conditions that could be affected by illness, I am particularly frustrated by this experience.

Practice failed to communicate about serious health concerns

This practice appears to have significant gaps in supporting patients with serious health conditions. I felt that the clinical staff lacked adequate communication and seemed to attribute their limited involvement to external circumstances. I have concerns about the level of sensitivity and engagement demonstrated during consultations regarding my family member's health management. While I understand that specialists play a key role in certain cases, I believe the practice should take greater responsibility for ensuring comprehensive care coordination. The clinical team's familiarity with complex conditions could be improved, and this should translate into more proactive support for patients navigating their treatment pathways. I was disappointed with my overall experience at this practice and would not recommend it to others.

Efficient practice that listens to concerns

Very efficient and helpful - the clinician I see always takes my concerns very seriously.

Staff were friendly and genuinely helpful

The visit was quite positive and I found the experience to be pleasant. The team members were approachable and provided helpful assistance throughout.

Reception staff turned me away despite urgent need

The receptionist was quite unwelcoming. After arriving slightly late due to heavy traffic, I was not offered the opportunity to see a clinician, despite the practice appearing to have availability. I requested just a few minutes as I required a prescription. I explained my circumstances and that I had managed to attend the practice while unwell. The interaction felt dismissive and I felt my concerns were not taken seriously. This was disappointing customer service and left me feeling frustrated with my experience at the practice.