Vassall Medical Centre

Friendly reception made the visit pleasant

Excellent practice.

Reception and nursing staff attitudes need work

The clinical staff have been excellent, however the administrative and nursing team could benefit from improving their interpersonal approach. Their manner of communication came across as unwelcoming and unhelpful.

Appointments run on time, staff unhurried

I have consistently been satisfied with every visit to this practice. I am delighted to be registered here as a patient. The appointments run punctually and efficiently. I have never experienced any waiting time issues – typically I am seen almost immediately upon arrival, which contrasts sharply with my previous healthcare provider where delays were routine. The team members are genuinely supportive and take time during consultations without making you feel hurried. I am very happy with my experience.

Repeated missed callback appointments frustrating

This practice has been disappointing. I was informed that a clinician would contact me for my appointment, but the call never came through. This is the third occasion this has happened to me. They don't provide a specific time window either, just vague assurances that it will be "sometime in the afternoon."

Appointments available when you need them

Probably the best medical practice I've attended. I can consistently secure appointments at times that work for my schedule and I'm always seen promptly when I arrive. The team members are welcoming and supportive, and most importantly, the clinician is remarkably compassionate and attentive to my needs. 10/10. Thank you NHS!

GP actually listened and examined properly

I have experienced skin-related conditions and my previous encounters with GPs have been disappointing. In the past, my concerns were often dismissed with a single diagnosis and given a standard treatment without proper consideration of my individual situation. My recent visit was markedly different. The clinician took time to properly assess my condition and provided appropriate treatment tailored to my needs. They also recognised that whilst skin conditions may seem minor from a medical perspective, having a visible rash affecting my appearance was genuinely distressing for me. Their guidance was practical and realistic—whilst acknowledging standard clinical recommendations, they understood my desire to manage my appearance and we discussed practical ways to do this effectively. This was a genuinely positive experience.

Friendly staff made me feel heard

Outstanding care with wonderful interaction from the team, creating a welcoming atmosphere.

Rude receptionists and dismissive phone-only appointments

This practice has been deeply disappointing. The reception staff came across as unwelcoming, and the clinical approach appears to rely heavily on telephone consultations as a first resort. I experienced a prolonged cough and sleep disruption lasting two weeks. When I requested an in-person appointment, I was offered only a phone consultation that resulted in a recommendation for a stronger cough remedy. A week later, I called again reporting chest discomfort and was eventually seen, receiving antibiotics and a referral for imaging with a two-week waiting period. Within two days, my symptoms worsened significantly and I attended the emergency department, where I was diagnosed with a serious respiratory infection and prescribed stronger antibiotics. I received correspondence indicating my GP should manage my follow-up care within three days. When I subsequently tried to book an appointment to address this letter and monitor my progress, I encountered resistance from the reception team and faced a lengthy delay before being offered an appointment several weeks away, despite my escalating chest symptoms. I made another emergency department visit to obtain additional medication. I have submitted a formal complaint and am awaiting a response. I believe that receiving a timely appointment at my initial request might have prevented the progression to a more serious condition. I would caution others about choosing this practice.

Professional and made me feel valued

The clinician demonstrated a professional approach and genuine commitment to patient care, consistently striving to make patients feel valued and supported throughout their appointments.

Felt rushed and belittled during appointments

Most of my experiences at the practice have left me feeling like the clinician I saw viewed me as an inconvenience. The manner of communication often came across as dismissive and somewhat sharp, which made me feel uncomfortable and undervalued. There seemed to be an expectation that I should already understand medical matters, which created pressure to respond in a particular way rather than simply expressing my concerns naturally. If possible, I would prefer to see a different clinician in future appointments.

Receptionist took symptoms but doctor never called back

The last time I contacted the practice to arrange an appointment, the receptionist requested details of my symptoms, which I was happy to provide. I was informed that this information would be passed to the clinician who would contact me directly, and I was advised to keep my phone available as I could expect a call within half an hour. I kept my phone with me for over two hours, but the call never came. Additionally, I have found interactions with reception staff to be discourteous on previous occasions, both in person and during phone calls. I am quite disappointed with this experience.

Reception team made booking straightforward and easy

Excellent service provided by the practice. The clinical and administrative staff were very pleasant and helpful. Thank you for the support and assistance offered.

Reception answered quickly and staff genuinely listened

Although it has been around two and a half years since I moved to a different practice, the medical centre on Vassall Road continues to stand out as not only the best GP surgery I was fortunate enough to register with during the three to four years I lived in the area, but genuinely a memorable and easily recalled 'BEST EVER' GP surgery I have ever had the good fortune to register with. The clinician there was not only genuinely attentive, respectful and knowledgeable; whenever my partner needed or asked me to attend an appointment with them or provide support, they demonstrated patience, engagement and genuine interest in understanding not only what I had communicated, but ensuring my partner felt listened to and agreed with everything I'd said, whilst also taking the time to allow them to add, change or correct anything I'd relayed. The surgery then continued to be invaluable some months later, assisting with everything from identifying and suggesting a new medication for my increasingly severe seasonal allergies that worked effectively with no side effects, to producing several letters to support and assist me with making a benefits claim, and as evidence for the local council after a decision regarding my housing circumstances, and even continued to communicate and cooperate alongside another organisation after I'd accessed their services and technically was no longer within the surgery's catchment area. I have had more than one GP surgery immediately terminate care, so I was extremely grateful for their assistance during a very difficult period for me. On one occasion, they even facilitated issuing a prescription for me to collect within just a couple of hours of my calling and explaining the urgency and need for an extended supply. This contrasted sharply with the surgery I registered with once I'd secured new accommodation, where it took a full week from first calling, involving multiple attempts, waiting over ten minutes for anyone to answer the phone, only to encounter staff who appeared unfamiliar with a repeat order I'd requested days earlier, with even the local pharmacy having to call on my behalf the day before.

Friendly staff in a bright, welcoming practice

What a wonderful practice. The clinical team and front desk staff are very welcoming, and the premises are light and spacious. I would be delighted to register here permanently if my location permitted, as I would otherwise consider transferring from my current surgery.

Receptionist made me feel genuinely welcomed

This is an excellent practice - the front desk staff are wonderful and the clinicians are genuinely caring and supportive - I always feel heard and valued :)

Reception staff didn't understand basic health terminology

The medical centre on Vassall Road is honestly the worst GP practice I have experienced. We called this morning to arrange an appointment as my mother was feeling unwell due to a chronic health condition. The receptionist asked what we meant by the condition being low, which seemed concerning given they work at a surgery and should understand basic medical terminology. Firstly, the practice needs to employ staff who have adequate knowledge of the conditions they encounter. Secondly, when someone is feeling unwell, how long are we expected to wait for an appointment with a GP? The only suggestion offered was to visit the pharmacy instead. What is the point of registering with a GP surgery if they cannot help when you need them most? When someone has a serious chronic condition, the staff should be aware of the potential risks involved, as situations can change rapidly. Patients with genuine medical needs should be prioritised for appointments rather than turning them away while others attend for less urgent reasons. If I had the option, I honestly would not rate this practice at all, as they do not deserve recognition. A truly disappointing surgery experience.

Helpful but appointments getting harder to book

Generally excellent service. I always feel listened to and find the staff extremely helpful. I only knocked off a star as recently it seems incredibly difficult to get an appointment, which has never been a problem in previous years.

Helpful receptionist made booking straightforward

The healthcare professional I saw provided excellent care.

Big waiting room made visit comfortable

This is a pleasant practice with a spacious waiting area.

Wrong appointment time given over phone

I received incorrect appointment timing information when I called ahead, which resulted in me not attending my scheduled visit.