Vine House Health Centre - Ratings and reviews
Reviews
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Review titled Great Doctors, Receptionists are rude.
Rated 3 stars out of 5
by Anonymous - Posted on 01 November 2023
I have nothing but positive things to say about the doctors and the care they provide, although the receptionists seem to be letting the practice down. I have seen various reviews regarding the same thing and from today I can see why. I was on hold for 45 minutes regarding an urgent prescription request to when I was finally through to the practice to be greeted by attitude immediately. I explained my situation that I needed my medication urgently to the response of ‘ok and?’ Which I thought was extremely rude. To then be told there’s nothing they can do for me. Basic manners and respect should be mandatory in the training for customer service workers especially when I was nothing but polite over the phone. Needs sorting out.
Visited November 2023
Review titled Vine House Health Centre
Replied on 03 November 2023
Thank you very much for taking the time to provide feedback. I am pleased to see you have positive feedback for the GPs but extremely concerned to read about your encounter with our Care Co-ordinators. Please be reassured, we will take your feedback and will investigate with a view to making improvements. Should you wish, please do contact the practice directly and we can investigate and respond to your case more specifically.
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Review titled Register elsewhere
Rated 1 star out of 5
by Anonymous - Posted on 19 October 2023
I can never get through to the surgery, they never answer the phone. Today I sat on hold for 20 mins being constantly informed that I am ‘Number 1’ in the queue. It’s quite obvious that they just weren’t picking up any calls. I am sick and tired of never being able to book an appointment over the phone!
Visited October 2023
Review titled Vine House Health Centre
Replied on 20 October 2023
I am really sorry to hear this, please do get in touch with us directly and we will happily investigate and come back to you.
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Review titled Excellent service
Rated 5 stars out of 5
by Les Hill - Posted on 25 July 2023
Vine House gets a lot of negative comments. Just want to say that the treatment I received yesterday was excellent. After going for a health review yesterday the nurse noticed something that needed immediate attention and arranged for me to see a doctor straight away.
Visited July 2023
Review titled Vine House Health Centre
Replied on 25 July 2023
Thank you for taking the time to add such a positive review about your recent experience at Vine House. It is much appreciated by all the team who continue to aim for the highest standards of patient care.
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Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2023
Great disappointment and frustration with the service I have received at your practice. My recent experiences with your receptionists have been extremely unpleasant and unprofessional. On multiple occasions, I have had to wait for over 30 minutes to get through to the reception, only to be met with unhelpful and rude staff members who seem disinterested in assisting me with my healthcare needs. Furthermore, I have had the experience of your receptionists faking that they can't hear me on the phone and then promptly hanging up, which is unacceptable and concerning. As a patient, I rely on access to quality healthcare services and respectful communication from the staff members at your practice. Unfortunately, my experiences have fallen far short of these expectations, and I am left feeling frustrated and worried about the quality of care that I am receiving. I believe it is essential that healthcare providers offer quality care and professional communication to their patients, and I feel that this is currently lacking in your practice. I urge you to address these issues and take action to improve the level of service that you provide.
Visited March 2023
Review titled Vine House Health Centre
Replied on 09 June 2023
Dear Patient, Thanks for sharing your anonymous feedback. I am very sorry to hear that you were disappointed and frustrated with our service. We totally acknowledge the frustration and we have been investigating ways of improving access to our services for our patients. We are launching our new total triage model from next week and we hope it will improve patient access in the future. Kind regards, Vine House Team
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 07 June 2023
Reading some reviews I have to disagree as every time I have been there I have found all staff helpful and just want to say thank you to all of them while I was there There was a particular person who was be unkind to the receptionist she was helpful to this person but he wasn’t taking anything she had to say so felt rather sorry for her To all staff there keep up the good work and most patients do think you do a wonderful good job
Visited March 2023
Review titled Vine House Health Centre
Replied on 09 June 2023
Thanks for your positive feedback. It's such a nice feeling to us here in the team when patients acknowledge the challenges we've faced and where things haven't worked in the past and support us where we've tried to make things better. We know we won't get it right every time for everyone but the fact our patients can see we're doing everything we can to make things easier and quicker, is very much appreciated. Thanks again. Best wishes, Vine House Team
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Review titled Doctors great! Receptionists on the other hand!
Rated 2 stars out of 5
by Anonymous - Posted on 22 December 2022
Most of the doctors I’ve seen have been wonderful. The problem that I face is the continual rudeness from the reception staff. I suffer from a severe chronic illness, I can become ill very quickly if my symptoms aren’t dealt with straightaway, don’t get me wrong I understand there are pressures on the service but I don’t need to be spoken to like a peasant or that you can’t be bothered to speak to me at all! The huffing and sighs are inappropriate for those dealing with the public. Shame on you for making already vulnerable people feel guilty for bothering you. Sadly this is my nearest GP surgery otherwise I’d be tempted to use a different service. I needed help today, followed their guidelines and called only to be told “sigh- call tomorrow”….well thank you as I’m now going to be quite ill and my body will suffer as you couldn’t be bothered to help, when asked what do I do if there are no appointments tomorrow, I was greeted with another sigh and told there’s a separate service for what I needed. Why she couldn’t have tried to help me today, God only knows! Please Vine House put your staff through customer service training, care and a smile goes a long way. Again I reiterate the Doctors have been great.
Visited December 2022
Review titled Vine House Health Centre
Replied on 23 December 2022
I am very sorry to hear that you had a bad experience with the reception staff. Could you please contact me so that I could investigate your concerns and work on areas needing improvement. You can also complete our online consultation form so that a clinician can look into your needs. Regards Babita Sinha Practice Manager
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Review titled Helpful and supportive
Rated 4 stars out of 5
by Anonymous - Posted on 18 June 2022
My husband has been very poorly and we were very concerned, so I called the surgery for an appointment. The receptionist was extremely helpful and we were able to make an appointment for that day. The doctors that we saw over a couple of days were helpful and thorough, and provided excellent advice and support.
Visited June 2022
Review titled Vine House Health Centre
Replied on 23 December 2022
Thanks a lot for your positive feedback. We try our best to meet the demands and offer the best quality care to patients and will continue to do so. I have shared this with the entire team at the practice.