Victoria Road Surgery

Loyal patient shares decades of medical experience

Over my four decades as a patient at this medical practice, I've experienced care at different life stages - from young motherhood to maturity and now into my later years. Like most public health services, there are strengths and weaknesses, but the overall quality remains consistently high. The practice has preserved its compassionate approach and well-organized systems throughout my long association. The COVID-19 pandemic has undeniably changed access to healthcare, with in-person GP consultations becoming notably harder to secure. When patients call, they're now frequently directed to alternative healthcare resources instead of being offered a direct doctor's appointment. Yet, I recognize this isn't unique to this specific surgery - it seems to be a widespread trend across medical practices.

Terrible customer service that completely fails

Absolutely dreadful customer support that completely avoids direct interaction. They simply redirect you to an app or emergency services without any genuine assistance. Their service falls far below even the lowest standards of customer care.

Compassionate care that truly makes a difference

Since joining this medical practice, my family has been thoroughly impressed with the exceptional care provided. Both my daughter's and my own medical concerns have been addressed promptly and compassionately. The genuine understanding and respect shown towards me as a parent who is knowledgeable about my child's health stands in stark contrast to our previous healthcare experience. I am immensely thankful to the two wonderful physicians, Dr Lim and Dr Machado, who have made such a positive difference in our healthcare journey.

Broken healthcare system fails chronic patient miserably

I'm utterly speechless about my medical situation. Confined to my home since 2019, I haven't received a single in-person doctor visit, and I'm fortunate to even get a brief phone consultation. People question why I've resorted to self-medication, which isn't something I want to do, but I'm left with no alternative. I'm treated as if I'm undeserving of a genuine doctor-patient connection, likely because I dare to expect respectful, equal treatment instead of being talked down to like I'm completely ignorant.

Compassionate and helpful medical team at their best

The personnel at Victoria Road Surgery are exceptional, both at the primary facility and DHC. They are consistently helpful and go above and beyond to assist patients.

Frustrating disabled parking with unhelpful hospital staff

Blue Badge holders like ourselves face significant challenges due to staff occupying accessible parking spaces. The situation is far from satisfactory. Additionally, the early morning nursing appointments create further inconvenience for patients.

Frustrating healthcare experience with long wait times

My spouse and I aren't typically ones to seek medical attention, which turns out to be fortunate, since we've both needed to contact the practice recently. The excessively lengthy and convoluted initial phone greeting makes it abundantly clear that patient interaction isn't their priority. While the front desk staff was pleasant and my own consultation was relatively straightforward, my wife has now been waiting approximately 6 hours for a return call from the physician.

Terrible product, complete waste of money

Extremely Subpar

Exceptional care and compassionate medical team

I was so impressed with the surgical procedure that I felt compelled to contact the Care Quality Commission and share my positive experience. The nursing and medical staff are exceptional, and Jane, the manager, is absolutely delightful. Trevor and Coral are incredibly kind and welcoming.

Frustrating phone experience with endless wait times

Getting in touch with this medical facility, whether to schedule an appointment or inquire about blood test results, is an absolute nightmare. Their phone system subjects you to an endless recorded message that seems to drag on forever before you can even reach a receptionist. Once you finally get through, you're immediately stuck waiting in a seemingly endless queue. If you need urgent assistance, their communication approach is completely inadequate and frustrating.

Frustrating and unclear customer support experience

Perplexing and disorganized customer support that left me feeling frustrated and unsure about what was actually happening.

Compassionate care at its medical best

The personnel at this medical facility are truly exceptional, from the physicians and nursing staff to the front desk team. They consistently maintain a high standard of care and professionalism. Kudos to them for their outstanding service.

Nightmare customer service with endless waiting times

Attempted to contact them after a year-long gap, now stuck on my third call and ranked 30th in line - feeling frustrated. It seems impossible to secure an appointment with these folks.

Quick response from caring medical professionals

I was truly amazed by how quickly a physician addressed my medical inquiry. They are undoubtedly a top-notch healthcare facility, and I can't help but hope that before individuals rush to post critical feedback expecting superhuman capabilities or impossible feats, they would recognize that these medical professionals and support staff are simply human beings, experiencing their own challenges and working under immense stress. We would genuinely be completely helpless without their dedicated service.

Terrible medical service left me without vital medication

I've been a patient at this surgery for over a decade, and Coral & Trevor, along with the doctors and nurses, have always been excellent. However, after moving house, I was informed about a potential six-week transitional period. Being unwell and away, I hadn't yet registered with the new practice. On the ninth day of this period, I discovered I couldn't access my patient portal to obtain crucial prescriptions for my Bipolar medication and Asthma inhaler - medications I absolutely cannot be without. When I called, the receptionist coldly informed me that Victoria Road was no longer my GP and essentially dismissed my concerns, showing no willingness to help. I spent the afternoon trying to reach my psychiatrist's secretary, who was equally shocked that I'd been left without a way to obtain my medication. I've had to call 101 to arrange an emergency asthma inhaler prescription, as I won't be able to register in time to get a standard one. It's utterly unacceptable to leave a patient without access to vital medications. Additionally, I strongly advise against having staff interact with patients they know personally, as it creates an awkward and unprofessional environment for everyone involved. What a disappointing way to end our long-standing relationship.

Exceptional service with genuine customer care

Exceptional attention to detail and incredibly supportive service

Terrible service improved with new friendly staff

My experience with this medical facility was disappointing. The front desk staff were consistently discourteous and abrupt. I spent an unacceptable 20 minutes waiting in line, and no one even offered an apology. Their vaccination process was frustratingly sluggish. My recommendation would be to steer clear. Update 16th June 2022: What a transformation! The new personnel are warm and accommodating. The entire atmosphere has dramatically improved, making for a significantly more pleasant visit!

Terrible customer service that needs improvement

Extremely subpar and careless customer support

Receptionists and staff shine through challenging medical day

I just had an in-person consultation today. While waiting, I observed two patients being incredibly disrespectful to the front desk staff. Incredible! The receptionists were remarkably composed, professional, and supremely accommodating. Now that my appointment was starting, I'll be honest - I was exhausted, depleted, and not particularly enthusiastic about being in a waiting area! This was especially true given my own background working in such environments. The physician and nurse were wonderfully compassionate and took excellent care of me. I did shed a few tears related to the reason for my visit. I felt profoundly appreciative of their kindness and warmth, as I'm unaccustomed to such treatment! Thank you for providing me with a genuinely positive experience during what has been an incredibly challenging period! 😁🙏🏻

Compassionate care at victoria road medical center

The medical staff at Victoria Road surgery are exceptionally compassionate and considerate. Their consistently warm demeanor and willingness to assist are truly remarkable. What a delightful healthcare experience!