Victoria Medical Centre PMS Practice - Ratings and reviews
Reviews
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Review titled Unhappy
Rated 2 stars out of 5
by NEIL Hepplestone - Posted on 06 June 2023
Called at 8 am to speak to someone regarding a works medical. Couldn't speak to anyone so receptionist take details and was going to pass on to doctor, told to call back after lunch to see what doctor recommended. Called after my lunch at work and they picked phone up and put it down immediately. Tried to call again and they had then turned on answer phone saying to call back at 1.30.
Visited June 2023
Review titled Victoria Medical Centre PMS Practice
Replied on 07 June 2023
Good afternoon Mr Hepplestone. Thank you for taking time to leave feedback, we use this as a tool to continually improve our service. From what I can gather you have called us at 8am for some information, the patient co-ordinator has taken details and informed you she would pass this onto the GP for further information and asked you to call back after lunch. This is going above and beyond for patients, queries such as these typically have a 48 hour turnaround, being advised to call back after lunch for a non-urgent query received just hours before whilst the GP was in surgery seeing patients is exceptional service. I am sorry your Lunch times didn't correspond with our lunch times and that the patient co-ordinator didn't make it clear that our phone lines would be closed between 12:30 and 13:30. Unfortunately I don't have an explanation for the phone cutting off, however I can assure you the patient co-ordinators would not have done this intentionally and I can only apologise for this. I hope when you call us back you have the information you require Kindest Regards Alice Deputy Practice Manager
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Review titled Quite bad
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
Usually cannot get an appointment, never answers the phone. The only way to get an appointment is to come early and just sit there waiting, then they don't have excuses for not having available appointments. The gp doctors aren't very helpful too.
Visited May 2023
Review titled Victoria Medical Centre PMS Practice
Replied on 07 June 2023
Thank you for taking the time to leave some feedback. As you have chosen to remain anonymous I cannot contact you direct to discuss your concerns. I can assure you the staff are answering the phone, from 8am to 6.30pm, they never stop. Unfortunately, like calling anywhere there can sometimes be a bit of a wait and I apologise if this wait is unsatisfactory to you. Please do persevere though, a friendly receptionist will answer your call as soon as they have finished their previous calls. Please be mindful that we have almost 12,000 patients to accommodate. We opened the walk in clinic to be more accessible to patients. The majority of our patients feel more assured that they are guaranteed to be seen if they just sit and wait rather than calling every morning to play same day appointment lottery. Again, I am sorry this service is not convenient for yourself, unfortunately we can't please everyone. We offer routine appointments with the GP and routine appointments with the ACP's. The walk in clinic is run by ACP's, so our "excuse" for not having routine GP appointments is simply that they are all booked, by other patients. We are doing our best with the resources we have and can assure you patient satisfaction is incredibly important to us, unfortunately some patients do not like the service we offer and subsequently decide to register at a surgery that better meets their needs. Kindest Regards Alice Deputy Practice Manager
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Review titled Wanna make a mountain out of a molehill? This lot do!
Rated 2 stars out of 5
by Mr. S - Posted on 13 June 2023
Things hadn't gone well on previous doctor's appointments. Finally saw a doctor and they did listen, they suggested I speak with the practice manager who is there to listen and make a difference. I don't like to cause a fuss but after a few days I thought I would make the call, after all, any improvements can help us the customers and the staff. Win-win. Here's my attempt to make contact. Started ringing Tuesday around 10.30am Finally got thru' 4pm (a different discussion I'm sure!) Ring ring, Me, hello , could I make an appointment to speak with the practice manager. Them, err what do you mean? Me, repeat above, twice more Them, they are busy. Me, I understand they are busy that's why I asked for an appointment time that's convenient for them and myself. Them, you can't speak to them, they are busy. Me, fully understand the practice manager may be busy that's why I rang to make an appointment to chat. Them, well I can't 'cos they're busy. Me, repeat again and again etc. Them, what do you need to talk to the practice manager about? Me, I just need a simple adult conversation with the practice manager to highlight some problems I've had with their service and offer some improvements and changes that could be beneficial to all. Them, I can't arrange an appointment, they are too busy. You will have to email in a complaint. Me, I don't want to raise a complaint, it's not needed, I just want a short adult conversation to discuss the matter. Them, you can't, they're too busy. You need to email a complaint which we may or may not respond to. Me, so you want to escalate a simple chat into a full blown complaint in order to try and talk with the practice manager? Them. Yes. Me, so how do I raise a complaint about not wanting to log a complaint just to have a short adult conversation with the practice manager? Them...... Err err? Me, thanks but no thanks. Good bye. Talk about making a mountain out of a molehill?
Visited May 2023
Review titled Victoria Medical Centre PMS Practice
Replied on 14 June 2023
Good morning "Mr S". Thank you for taking the time to leave feedback. I am sorry you have had difficulty voicing your concerns with the management team. As you haven't left your full name I am unable to contact you direct but could you please contact the surgery, inform the patient co-ordinator you would like to speak to Alice and let them know it is on the back of an NHS choices review, I will be more than happy to discuss your concerns in more detail Kindest Regards Alice Vickers Deputy Practice Manager
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Review titled The worst
Rated 1 star out of 5
by Helen Fraser - Posted on 04 January 2023
Staff are rude and nasty. No one listens or cares. They tell complete lies, give false information and do everything possible to make things as bad as they possibly can. And that's just the reception staff! If you can survive that to actually see a Dr, most are also rude, uncaring and don't listen or care. If you are given a prescription, it will more than likely be incorrect and will need changing at least 3 times before they might get it right.
Visited January 2023
Victoria Medical Centre PMS Practice has not yet replied.
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Review titled Listening practice
Rated 5 stars out of 5
by Midge - Posted on 17 January 2023
On arrival at Victoria medical Centre I was greeted by a professional and understanding receptionist. This Woman receptionist also gave reassurance and discretion to other patients even at a busy time . My consultation with the practitioner and her colleagues was positive experience I felt listened to and my opinions were valued. I was given a thorough examination and an explanation as to to what interventions and medication would be implemented for my recovery. I was also informed not to hesitate to come back if I had any problems! A good experience when I was feeling I’ll .
Visited January 2023
Victoria Medical Centre PMS Practice has not yet replied.
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Review titled Long waiting Hours
Rated 1 star out of 5
by Anonymous - Posted on 29 December 2022
As a professional in health care,i felt this practice especially the reception staff very rude and not at all understanding. I had sever migraine headaches for more than 3 days and it aggravated so badly that i needed to call off sick and to have it reviewed by a doctor hence tried calling in this GP Surgery and asked me to come to the walk in ,when i came and reported my issues the reception staff asked me to wait for atleast 3 hours for a headache i have been suffering from for days. I tried all means to get it resolved and even after that with the throbbing headache i have to stay in the reception for 3 hours which is not accepted and logical . My headache with temperature spikes radiating to my left arm and scapula is alarming to me and i need it to by reviewed at least within an hour of my arrival to the GP. If not then why is the government cutting a remarkable amount off from my monthly salary. This is ridiculous and not at all acceptable
Visited December 2022
Victoria Medical Centre PMS Practice has not yet replied.
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Review titled My day could not have gone better
Rated 5 stars out of 5
by Alan Curtis - Posted on 18 November 2022
Day 6. felt strong enough to visit the surgery. Explained my condition to the receptionist who took my call. She advised me of the afternoon 'walk-in' service. 90 minutes later, I joined the back of the queue; quite a long [expected] wait, just like a 60's waiting room. Pleasant interview [sample check/ diagnosis/prescription], then off to drink lots of water & collect my pills before an up-to-date sample. All done & dusted in one afternoon! Home to find that my pension will go up 10% You all have my full support in your campaign for decent treatment, so thank you.
Visited November 2022
Victoria Medical Centre PMS Practice has not yet replied.
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Review titled disappointed
Rated 3 stars out of 5
by stuart mellard - Posted on 03 October 2022
My wife and i had appointments on the 1st of October for our flu jabs at 12-18 and 12-19 2021 when turning up there was more than 100 people waiting in the rain for the jabs, as a disabled person i can not stand for more than a few minutes at a time so we decided not to wait the same as other people who were getting angry. Why is it you have booked people in for the same time, now we have to get booked in again somewhere. I do hope this will not happen again its very poor.
Visited October 2022
Victoria Medical Centre PMS Practice has not yet replied.
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Review titled Terrible Practice
Rated 1 star out of 5
by Mike Jowers - Posted on 05 August 2022
Went again today to this place with Terrible service and smug staff , to collect a prescription for pain killers only to be told it had been refused , so reception put in another request, now an emergency! I asked what difference that would make and why we had not been contacted and informed the medication had been refused with no alternate offered , the requested for a repeat was made a week or so ago , I cannot walk without the medication ! The Doctor was there !! All I asked was will my prescription be approved as I only have enough medication for today /tomorrow, I was told phone back after 6.00 to find out , leaving me no time to organise something from somewhere else . In addition I will probably get another letter about emergency requests! Badly run, with smug staff . This is not in my opinion how vulnerable people should be treated .
Visited August 2022
Review titled Victoria Medical Centre PMS Practice
Replied on 08 August 2022
Thank you for taking the time to leave a review - although a negative one, we still value your feedback and use this as an opportunity to provide a service that works for patients. Pain killers are typically short term acute medications and require regular review with the GP. If a medication has been rejected it is because the GP doesn't feel it is appropriate to prescribe. We encourage all patients to monitor their own medication requests as the patient co-ordinators simply do not have time to contact all patients with an update (we receive over 100 requests per day). However, based on recent feedback, including yours, we will certainly look at ways we can communicate rejected medication requests more effectively with patients. You are correct, a letter has been sent out to you, please discard and I will remove from your record on this occasion as you had requested in plenty of time the first time. With regards to asking whether your prescription would be approved - this is an impossible question for the patient co-ordinator to answer as it is completely at the GP's discretion. If you would like to discuss this in more detail please contact the surgery on 01226 282758 Kindest Regards Alice Vickers Deputy Practice Manager.
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Review titled Shocking patient care
Rated 1 star out of 5
by Andrea - Posted on 18 August 2022
Attended March 2021 with pain in lower back and legs. 20 months later struggling to walk, cannot climb stairs without my legs giving way, dizzy spells, pins and needles and numbness in my legs and having dizzy spells. Cannot get a referral to a specialist , only recently to the Rheumatoid clinic (even though the bloods tests for it came back negative) who have rejected the appointment has there is no reason for them to see me. I really don't know what it will take for me top be taken seriously. It is all about money!!!
Visited August 2022
Victoria Medical Centre PMS Practice has not yet replied.