Victoria Medical Centre

Refused pain relief when I needed it most

I have been experiencing significant discomfort and felt that adequate pain management was not provided. I typically manage minor health issues without medication, so when I found myself struggling considerably with mobility and everyday activities, I was hoping for more support. The wait time to access physiotherapy felt lengthy given my circumstances. I have submitted a request to switch to a different practice. I am quite disappointed with the level of care received.

Appointment wait times too long for urgent pain

Extremely dissatisfied with my recent experience. I was experiencing significant pain during a flare-up and was offered an appointment several days away, which felt inadequate given my condition. As a result, I have decided to leave the practice and am receiving support from a friend during this time.

Staff made me feel genuinely valued today

The team at the medical practice provided excellent service during my visit. I was very pleased with the care I received.

Reception staff were unnecessarily rude and abrupt

Fortunately I am not registered at this practice, but unfortunately my family member is. I cannot comment on the clinical staff themselves, but I can comment on my experience with a member of the reception team. I found this person to be quite abrupt and unhelpful during our interaction. I have concerns about the standards applied when recruiting reception staff at this practice. This makes me question what standards may be applied when recruiting clinical staff. Additionally, another family member recently returned to the area and attempted to register at this surgery, contrary to my advice. They too had a particularly

Referrals sent but responses never arrive

After being informed that a referral had been submitted to a specialist eye hospital regarding a significant facial twitch, I waited two weeks without hearing anything back. I decided to follow up myself by contacting the hospital directly to confirm they had received the referral. They confirmed they had, but advised I wouldn't be seen until the end of May, despite the initial referral being sent in December and having already waited over a week for the initial appointment. When I explained to the staff member that I urgently needed an earlier appointment due to the severity of the twitching affecting my ability to open my eye, they kindly transferred me to a clinician at the hospital. This clinician explained that my symptoms were actually neurological rather than eye-related, meaning I would need to be referred to a different department. I attempted to visit my GP surgery to speak with reception staff about the situation, but was instructed to submit another electronic consultation form instead. I completed the form and was told someone would contact me within 24 hours. No contact came. When I tried calling back, I was told to click a link in the email that had been sent, which supposedly would prompt them to get in touch. I'm still waiting for a response. The whole process has become incredibly frustrating. In another instance, my child developed a severe rash on her arm and I tried to arrange an appointment. I was referred to a pharmacy consultant, which took three days to schedule. After examining the rash, they indicated it was outside their scope and I would need to see a doctor instead. After waiting another couple of days, I eventually got a doctor's appointment and received the necessary treatment, but my child was left with scarring from the rash. I'm uncertain whether earlier medical intervention could have prevented this outcome, but being passed between different services has become very exasperating.

Prescription errors caused emergency hospital visit

I have had a very frustrating experience with this practice. My young child requires ongoing monthly treatment for a neurological condition and relies on regular prescriptions for essential medication. I have encountered repeated difficulties when submitting prescriptions via email. Issues have included unsigned documentation, incorrect prescription details being sent, and items not being available in stock. Despite sending requests well in advance with clear written records of what was submitted, there have been ongoing problems with processing. I was advised on one occasion not to submit a prescription as existing medication remained available, which created timing difficulties for future refills. When I do eventually receive prescriptions, there are frequently errors that require correction. Due to these persistent issues, I have had to attend hospital for emergency medication provision when my child's condition required urgent treatment. I would advise others to carefully consider whether this practice can reliably meet their prescription needs, as the process has proven to be significantly more complicated than it should be.

Felt dismissed and unsupported during stop smoking appointments

I attended appointments at the practice for support with smoking cessation. The healthcare professional provided me with patches at a particular dosage for several weeks. At the seventh appointment, I felt dismissed when told that the professional was unsure about my progress and indicated they could no longer assist me. I left feeling frustrated. Since that visit, I have considered raising a formal complaint but decided against pursuing it, as I was concerned my concerns would not be taken seriously. From my perspective, the professional displayed an unhelpful attitude throughout our interactions. I felt that as someone from a different background, I may have been treated less fairly than other patients might be. What troubled me most was being given an appointment only to be told upon arrival that the professional questioned why I was there. I had expected the dosage to be adjusted at that visit, but this did not happen. I formed the impression that the professional either lacked understanding of the treatment plan or had reservations about working with me. The manner in which support was offered made me feel it was being given reluctantly rather than as part of standard care. I am aware that I pay for prescriptions like all other patients. Additionally, I attended the practice the previous year regarding ankle pain. I felt that little was done to address this concern, and I have continued to experience discomfort since that time.

Impossible to get appointments for children

I'm struggling to know where to begin. My son is 14 years old. We relocated to the area two years ago after leaving a practice we were very satisfied with, and have found the experience here quite disappointing. I've contacted the surgery on nine separate occasions over the course of a year and a half, but my son has been unable to secure an appointment despite repeated attempts. There was one particularly difficult occasion last year when I felt we urgently needed to be seen, but an appointment could not be arranged, and my son subsequently required a week-long hospital admission. I called the surgery yesterday regarding a rash that had appeared on my son's hands and arms. Given his history of a skin condition that can sometimes cause significant reactions, I felt it warranted medical attention. I was told an appointment could not be offered that day but that I could be added to a list for the following day, with the possibility of a callback from a clinician. I kept my phone available throughout the day, but the call did not materialise. When I rang back to enquire about the callback, I was informed the staff member had left for the day. I waited until today expecting contact, but none came. When I called at midday, I was told there were no available appointments for my son for at least a week, and even then the appointment would not be at this surgery. It seems a child presenting with a rash is not considered a priority for an appointment. I'm uncertain whether this rash is related to his existing skin condition or something else entirely, which is precisely why medical assessment would be helpful. As a result, I will be taking him to the hospital instead, as it appears the surgery does not regard this as urgent enough to warrant an appointment. I find it frustrating that we're advised to call before 10am for same-day appointments when none are available for the following week. I've rarely felt compelled to plead for anything, but during that call I found myself practically begging for any appointment, however brief. If a child with a rash cannot be seen, I'm uncertain what conditions would be considered suitable for an appointment. Now we will spend hours in accident and emergency for what might have been addressed in primary care. I would caution other families about accessing this practice and would encourage anyone with concerns about their child's health to seek alternative options.

Reception staff handled sensitive matters with discretion

I called this morning to request an appointment for my child and following an online consultation, I received a call asking me to bring them to the surgery. The clinician who called was exceptionally kind and understanding, demonstrating a genuine ability to put a young patient at ease during what was a sensitive matter. Both my child and I felt reassured throughout the interaction. The receptionist also showed considerable kindness and discretion when we attended the surgery, and I was grateful for the practical support and guidance she provided. I have been a patient at this practice for many years and have consistently received excellent care. I am very appreciative of the professionalism and compassion shown by all involved.

Practice refused medication for financial reasons

The practice declined to prescribe medication that had been recommended by a specialist, which felt unjustified and concerning. It was disappointing that a young child's wellbeing appeared to be deprioritised in this decision.

Practice refused to complete required capacity assessment form

I required a mental capacity assessment form to be completed for my mother, as this was necessary for court proceedings related to managing her financial affairs. The practice declined to complete this, stating it would require three weeks for review and a further twenty-eight days for return. I was advised that staff at the residential facility could complete the form instead, however the government website indicates that only qualified professionals such as doctors or social workers are able to do so. This was particularly frustrating as the doctor in question is my mother's regular physician and also provides services to the residential facility where she resides, and therefore should have access to all pertinent information about her care. As a result, I have had to pursue the matter through social services instead.

Quick response for urgent appointments

I have found this surgery to be brilliant! Their response if you need an urgent appointment is superb and the nursing staff are excellent at taking blood!

Reception suggested pharmacy instead of appointment

This practitioner was among the most frustrating I have encountered. On one occasion when I had throat discomfort, the receptionist suggested visiting a nearby pharmacy to purchase an over-the-counter spray. When I subsequently attended a private appointment, I felt the throat issue was not adequately addressed. I found the staff responses unhelpful and felt the overall approach to patient care was lacking.

Phone queue frustrating but staff genuinely helpful

Excellent surgery with particularly helpful reception staff. Service is always prompt and appointments with the GP can be arranged quickly. Would recommend the practice highly. Would have given five stars but the telephone system could be more straightforward.

Receptionists gave helpful guidance when appointments weren't available

Being someone who works within the healthcare system, I understand the demands placed on general practices, and I have found this practice to be excellent. The reception team has consistently demonstrated helpfulness and professionalism, and even when appointments were unavailable, I received suitable guidance and was appropriately signposted to alternative care options. Overall very satisfied :)

Waited hours for phone appointment that never happened

I am writing this on behalf of my neighbour who required a medical certificate. When they contacted the practice, they were initially told an in-person visit would be necessary and that the surgery would get back to them. After waiting several days without hearing anything, they called again and were informed a telephone consultation could be arranged for the following week. However, when the scheduled appointment day arrived at midday, they found themselves still waiting. By 3 o'clock, they had called twice to check on the status of their appointment but remained without contact from a clinician. My neighbour is dealing with significant health concerns and anxiety, and obtaining the medical certificate was important for their financial circumstances. Unfortunately, this situation did not resolve as needed.

Reception turned away without seeing a doctor

Attended reception seeking an appointment or consultation regarding a persistent shoulder issue. I was experiencing significant discomfort and had previously attended hospital, but was advised that as this was a longstanding injury, I would need to see my GP first for a referral. However, I was unable to secure a doctor's appointment for two reasons: there appeared to be limited doctor availability, and the practice does not operate as a walk-in centre. The receptionist provided a slip of paper with contact details for physiotherapy services, though I felt the assessment of my condition was made without appropriate clinical training. To book an appointment, I was required to complete an online form rather than arrange this directly at reception. I subsequently saw a physiotherapist two days later, who indicated they would refer me to hospital. The resulting appointment was scheduled over a month in advance, which I understand was not the practice's responsibility. Following a further injury to the same area the following week, I experienced considerable pain throughout the weekend and submitted another online form to request a doctor's appointment, which was unsuccessful. I was instead offered another appointment with the same physiotherapist, who expressed confusion about why I had been referred back to them, as their role is typically to facilitate onward referrals rather than provide ongoing treatment. The overall experience felt disorganised and frustrating.

Staff listened and gave helpful advice

The team here is excellent, and I was particularly impressed with the healthcare professional I saw who provided helpful guidance. I'm very satisfied with the service I received!

Telephone appointments only for shoulder injection

If I could give a negative rating, I would. The service was absolutely inadequate when I needed treatment for a joint issue. They promote telephone consultations, but when I inquired about in-person appointments, I was told these were not available and everything would need to be conducted remotely. I cannot recommend this practice to others.

Same day request led to week long wait instead

Received a text message from the practice requesting contact before 10am to arrange a same-day appointment. Submitted an online form at 7:30am regarding my young child who was unwell at that time. Was called back at 1pm to be told the GP could see them a week later. My child needed care immediately, not after a week's delay. The appointment itself would have been brief. Ended up attending hospital the following day, which resulted in admission. I feel this situation could have been prevented with prompt medical attention when initially needed. The practice should be clearer with patients about appointment availability. The messaging about contacting before 10am for same-day appointments is misleading if this cannot be reliably offered. It would be better to set realistic expectations rather than encourage patients to contact the surgery with an expectation that cannot be met.