Victoria and Five Elms Medical Centre

Poor care manager

I am writing to express my dissatisfaction regarding a recent consultation I had at Victoria Medical Centre. I left the appointment feeling angry, disappointed, and unheard, and I remain concerned about the quality of care I received. I attended the appointment to discuss two separate health issues, fully aware that GP appointments can be difficult to secure. However, during the consultation, the doctor chose to focus on only one issue and refused to address the second, stating that time had already been “wasted” on the first concern. This was particularly frustrating, as the consultation had not even lasted up to 10 minutes, and my initial issue was not properly resolved. Additionally, I found the doctor’s communication to be dismissive and lacking empathy. As a patient, I expect to be treated with respect and understanding, especially when seeking medical help. Regarding my primary concern—body rashes—I do not feel that a proper examination was carried out. The doctor briefly looked at the condition and dismissed it as “nothing” without further investigation. The approach felt rushed and careless. I was then prescribed medication which, after conducting my own research, appears to be inappropriate for my condition and unlikely to be effective. This raises serious concerns about the accuracy of the diagnosis and the treatment provided. I would like to stress that patients seek medical attention because they are unwell and need professional care. It is therefore essential that doctors take the time to properly assess conditions, communicate clearly, and provide appropriate treatment. I also want to highlight that every patient’s needs are different—some cases may require more time than others. Staff should demonstrate patience, professionalism, and a patient-centred approach at all times. Victoria Medical Centre I knew before wasn't like this. I have previously had positive experiences at Victoria Medical Centre between 2023 and 2025, where doctors were attentive, respectful, caring and thorough. Unfortunately, my recent experience does not reflect that same standard of care. It feels as though patient care and communication have declined. I strongly believe that improvements are needed, particularly in: - Patient communication and respect - Thorough clinical assessment and decision-making - Prescribing appropriate treatments - Staff training and patient-centred care Please take this feedback seriously and implement necessary changes to ensure patients receive the standard of care they deserve. I would not like to see the quality of this health centre decline further. Thank you for your attention to this matter. I look forward to your response. Yours faithfully, Mavis.

Negligence patient

I'm really disappointed I have filled the request this morning before 8:30 am, me and my daughter, and we really needed this appointment , One of the victoria medical centre , response to my request as it's been seen ,than later on Victoria Elm medical centre sent me message that all the appointments of the day are gone, I don't find it as legit as negligence, to be treated this way. I'm asking for help , here. But there is not!

Frustrating diabetes care at victoria and five elms

To whom it may concern, I am thoroughly frustrated with the substandard care and service at Victoria and Five Elms Medical Centre on Queen's Road Barking. As a diabetes patient seeking medical assistance, I attempted to schedule an appointment with a doctor regarding my condition and medication. Instead, the receptionist booked me for a routine diabetes review. Upon arriving early for my 4pm appointment, I was left waiting while hearing idle conversation from the consultation room. By 4:30, I was compelled to knock on the door - something I've never had to do at any previous medical practice. The nurse emerged, explaining he couldn't see me because another patient couldn't climb the stairs. However, he had been engaged in lengthy conversation while two patients waited. I was finally seen at 5pm, a full hour after my scheduled time. During the review, the nurse declared he couldn't prescribe medication and suggested I book an appointment with the practice's diabetes specialist. At reception, I repeatedly emphasized my need for a diabetes specialist medication consultation. The receptionist scheduled another appointment for 12:20. Upon returning, I was shuttled back and forth between the nurse and reception. Shockingly, a different receptionist now claimed no diabetes specialist existed, only a remote nurse who could potentially adjust medications. The inconsistent information and lack of clear communication is unacceptable. It appears the staff urgently needs comprehensive training in patient communication and active listening. If I, as a confident English speaker, struggle to navigate their system, I can only imagine the challenges faced by patients with limited language skills or those unfamiliar with complaint procedures.

Frustrated with unhelpful medical care

These medical professionals are completely unhelpful and aren't taking any action to address my problem.

Frustrating service with poor sample collection process

Lacks a delivery service for specific medical specimens, requiring patients to physically pick up a form from the clinic and subsequently transport it elsewhere. This process is extremely inconvenient for individuals who are already feeling unwell. When I brought this issue up with the reception staff, I was dismissively told to "contact management" - another instance of poor customer service. It appears there is absolutely no genuine interest in addressing or enhancing their operational procedures.

Terrible service from rude receptionist mohamed

I feel compelled to highlight the deplorable RUDENESS and UNPROFESSIONALISM displayed by the recent addition to the staff, a receptionist named Mohamed, who proved to be utterly unhelpful, incompetent, extremely DISCOURTEOUS, and completely unaccommodating. In stark contrast, there are a few commendable staff members like Jane, who has consistently been incredibly supportive, warm, and thoroughly professional since the beginning. There's another praiseworthy employee whose name escapes me at the moment - a delightful woman who wears glasses and currently works in the back area. I believe her name is Farina! For clarity, I am referring specifically to Victoria Medical Center, not Five Elms. Lastly, I want to express my appreciation for the manager Mohamed and his dedicated, hard-working approach.

Life-changing procedure with exceptional results

An absolute game-changer of a medical procedure. Couldn't have asked for better results. Truly transformative and exceeded all my expectations.

Frustrating gp service with confusing opening hours

The general practitioner service is passable, but their operating hours are problematic. It's frustrating when they indicate potential varying hours, yet the lines remain inactive throughout the entire day. They should simply designate themselves as closed during such times.

Exceptional gp practice with friendly and professional care

Consistently exceptional service with courteous employees. Undoubtedly the top general practitioner practice I've encountered in London over the past ten years.

Terrible medical centre with zero patient communication

Utterly Disappointing Service – Total Communication Failure I am completely exasperated by the absolute absence of communication from Victoria and Five Elms Medical Centre. The entire experience of attempting to reach them has been monumentally frustrating. No matter how many emails I dispatch, I am met with complete silence. It feels as though they have zero concern for patient worries or the value of patients' time. It is absolutely unacceptable that in our modern era, a medical facility can be so irresponsible when it comes to addressing patient communications. Whether the matter is a routine follow-up or a critical inquiry, they systematically ignore emails, leaving patients in a state of total uncertainty. If you are seeking dependable medical treatment with even a basic level of customer service, I strongly advise you to seek alternatives. The sheer incompetence and blatant disregard for patient communication here is truly shocking. I deeply regret selecting this establishment and would never, under any circumstances, recommend it to anyone...

Worst medical service ever terrible wait times

If I could rate this below a single star, I absolutely would! Completely unacceptable! Waiting 2-4 weeks just to get a phone consultation about blood test results? Are they seriously mocking their patients?? REFUSING A FACE-TO-FACE APPOINTMENT AND CLAIMING IT'S NOT URGENT!!!!!!! ABSOLUTE COMEDY!!! Received a call on March 21st saying my results are ready, but the earliest telephone slot is April 2nd after a ridiculous 2-week wait!! And since I'll be traveling, the next available appointment isn't until April 10th xxx 3-4 weeks to schedule a blood test and another 3-4 weeks to discuss the results! Patients with critical conditions could potentially be in serious danger by then! Fantastic medical practice, truly! Keep up the stellar work!!

Compassionate doctor who truly cares about patients

Exceptional encounter with Dr. Ali! He demonstrated remarkable professionalism, compassion, and attentiveness throughout our consultation. I am truly grateful for his outstanding support and assistance today!

Frustrating prescription service wastes my time

I dialed option 2 for prescription and found myself third in line. After waiting 15 minutes, someone finally answered the call. When I requested a prescription, the representative informed me I must phone back the next morning at 8 am to schedule an appointment. My issue is: if an appointment is required, why even maintain a prescription option? This seems like nothing more than deliberate patient harassment. These employees are clearly just working for a paycheck, with zero commitment to delivering quality customer service.

Friendly staff make this surgery worth visiting

Smooth and hygienic procedure, welcoming personnel. Scheduling can be slightly challenging, though this seems typical for NHS services. I would absolutely endorse this medical practice.

Amazing care and exceptional personal support

The medical staff and administrative team are absolutely fantastic! I'm truly grateful for their exceptional care and support!

Great service from caring medical team

Welcoming and courteous medical personnel, both at the front desk and in the examination rooms

Terrible service and confusion at medical practice

The doctor deserves a single star, and this clinic is utterly laughable. When I called at 8am, they claimed only one face-to-face slot remained, which I booked for my son. Upon requesting my own appointment, I was offered a phone consultation with the same doctor. If a phone appointment is possible, why not a face-to-face?? They claimed multiple appointment types were available, which is absolutely preposterous. Healthcare should prioritize patient care, not bureaucratic nonsense or financial considerations. They need significant improvement. My scheduled time was 3:10, and now it's 3:55 with no communication. When I inquired, I was told the time was merely an "estimate." Are you serious?? Patients apparently have nothing better to do than wait endlessly?? The receptionist, an elderly woman, should be removed. I'm preparing a formal complaint... Follow-up: The doctor finally calls at 4:45pm, for an appointment originally set at 3:10pm. When I mention the late call, he bizarrely states I was booked for an in-person consultation. Unbelievable... Good grief...

Terrible customer service from unhelpful phone representatives

The customer service representatives were incredibly discourteous during my phone interaction. I attempted to call before 8am, but couldn't connect until precisely 8am, at which point I received a message stating I was 32nd in the queue. This seems absurd, given that their lines supposedly open at 8am. Once I finally reached a representative, I spoke with an elderly-sounding woman who was distinctly unpleasant and appeared completely disinterested in her job. She was entirely unhelpful and made me feel thoroughly unwelcome during our conversation.

Friendly staff makes medical centre visit much better

The fresh staff at the Medical centre has truly elevated the standard of care compared to their predecessors. These new team members demonstrate a more welcoming and flexible approach to patient interactions.

Frustrating medical centre with zero helpful service

Elms Victoria Medical Centre's online appointment system is completely dysfunctional. Despite encouraging patients to register through their suggested "Option 1", they rejected my online booking yesterday. Instead, I'm now forced to wake up early and queue at 8 am just to secure an appointment. What's the point of offering an online registration option if you can't actually provide basic patient services? When I called today to see my GP, after already attempting to schedule an appointment yesterday, the staff member was unhelpful. He simply repeated that no appointments were available and advised me to call 111. It appears the local GP practice is overwhelmed and unable to accommodate patient needs. The alternative is to spend an entire day waiting at the hospital, with no guarantee of seeing a healthcare professional - and even then, you might be lucky to get any attention after an 8-hour wait.