Victoria Medical Centre - Ratings and reviews
Reviews
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Review titled Prompt service
Rated 4 stars out of 5
by Angela Humphries - Posted on 24 April 2024
I completed an Engage Consult referral at 8.30am, by 10.30am I had a reply offering me physio appointment the following morning. The Physio was attentive, informative and gave me a diagnosis with a treatment plan. I was invited to rerefer myself if there was no significant improvement. This I did, and had another appointment with the physio and am now waiting for a follow-up intervention. I find the Engage Consult process easy to use and it has never let me down. Thank you.
Visited April 2024
Review titled Victoria Medical Centre
Replied on 25 April 2024
Thank you for taking the time to give feedback on your encounter to our centre. We value all comments from patients to help us review and improve our service. We are very pleased your encounter was a positive experience and will pass on your kind comments to the team and to the physiotherapist Harmanjeet. Kindest regards, Practice Management team
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Review titled Book telephone conversation when you are housebound
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2024
I telephoned yesterday 10/04/24 explained to receptionist I was housebound and could 1 please book telephone consultation - she told me to ring at 0800 hrs today 11/04/24 which I did and the usual happened, I was just put on hold and left on hold. It's a miserable, unsafe system that doesn't work, why are they allowed to keep doing it?
Visited April 2024
Review titled Victoria Medical Centre
Replied on 25 April 2024
Thank you for taking the time to give feedback on your encounter to our centre. We value all comments from patients to help us review and improve our service. At our Practice we always strive for the best patient outcome and accessibility. Our appointment systems are continuously monitored and reviewed. We have multiple patient choice options to be able to book appointments which include the following: - Calling the Practice at 8am on the day the appointment is required on 01323 407900 - Via our Practice website: www.victoriamedicalcentre.co.uk - Engage consult: https://victoriamedicalcentre.co.uk/online-consultations/ - NHS Patient access app: www.patientaccess.com - Pre-booking planned appointments in advance - Emergency on the day Duty GP appointments (emergency presentations) We have multi-disciplinary clinical teams at Victoria Medical Centre which include Pharmacists, Mental Health Practitioners, Paramedics, Advanced Nurse Practitioners, GPs, Nurses, Phlebotomists and Health Care Assistants. The teams will care navigate appointments to where is the most effective, efficient and streamlined avenue for patients with the best patient outcomes. We are sorry you were dissatisfied with your encounter with our Practice. If you would like to discuss this matter further please do contact us via our surgery complaints inbox on sxicb-esx.vmccomplaints@nhs.net so we can investigate your concerns in more detail Kindest regards, Practice Management team
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Review titled no appointment
Rated 2 stars out of 5
by Anonymous - Posted on 12 February 2024
could not get an appointment though calling at 8 am as requested!! but after being offered a call back (no.9) they did offered me a telephone call (Monday) with another DR which I accepted as it was earlier than another one in March but why is it so hard to get through at 8am?
Visited February 2024
Review titled Victoria Medical Centre
Replied on 25 April 2024
Thank you for taking the time to give feedback on your encounter to our centre. We value all comments from patients to help us review and improve our service. At our Practice we always strive for the best patient outcome and accessibility. Our appointment systems are continuously monitored and reviewed. We have multiple patient choice options to be able to book appointments which include the following: - Calling the Practice at 8am on the day the appointment is required on 01323 407900 - Via our Practice website: www.victoriamedicalcentre.co.uk - Engage consult: https://victoriamedicalcentre.co.uk/online-consultations/ - NHS Patient access app: www.patientaccess.com - Pre-booking planned appointments in advance - Emergency on the day Duty GP appointments (emergency presentations) We have multi-disciplinary clinical teams at Victoria Medical Centre which include Pharmacists, Mental Health Practitioners, Advanced Nurse Practitioners, GPs, Nurses, Phlebotomists and Health Care Assistants. The teams will care navigate appointments to where is the most effective, efficient and streamlined avenue for patients with the best patient outcomes. We are sorry you were dissatisfied with your encounter with our Practice. If you would like to discuss this matter further please do contact us via our surgery complaints inbox on sxicb-esx.vmccomplaints@nhs.net so we can investigate your concerns in more detail Kindest regards, Practice Management team
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Review titled Very Poor costumer service
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2024
This service operates using one of the worse staff I have ever met in terms of costumer service and understanding patients needs. The receptionist is quicker to decline any requests for an appointment needed quicker then listening to the request. I had a request from the GP in person to request an appointment with him and had to phone about 8 times during 4 different days to finnaly get that appointment. Twice hang on the call, once told there was "nothing available for you", once just to call next day without bothering to listen to what I had to say. The manager or director should really look into what that receptionist staff are doing there. Beyond poor service.
Visited January 2024
Review titled Victoria Medical Centre
Replied on 23 January 2024
Thank you for taking the time to give feedback on your encounter to our centre. We value all comments from patients to help us review and improve our service. We are sorry you were dissatisfied with your encounter with our Practice. If you would like to discuss this matter further please do contact us via our surgery complaints inbox on sxicb-esx.vmccomplaints@nhs.net so we can investigate your concerns in more detail Kindest regards, VMC Management team
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Review titled Fix your phone system!
Rated 2 stars out of 5
by Anonymous - Posted on 12 January 2024
The last couple of times I have rung the practice I have pressed the number which is supposed to set in motion the 'ringback' system but it doesn't work. It doesn't help when you eventually get through to someone and mention the problem, only to be told, "Nobody else has mentioned this". So what?! I'm not making it up!
Visited January 2024
Review titled Victoria Medical Centre
Replied on 23 January 2024
Thank you for taking the time to give feedback on your encounter to our centre. We value all comments from patients to help us review and improve our service. We are sorry you were dissatisfied with your encounter with our Practice and the difficulties you have experienced with the phone system. If you would like to discuss this matter further please do contact us via our surgery complaints inbox on sxicb-esx.vmccomplaints@nhs.net so we can investigate your concerns in more detail Kind regards, VMC Management team
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Review titled Really?
Rated 2 stars out of 5
by Anonymous - Posted on 08 December 2023
I hope I am mistaken in what I am wondering....! I understand from practice staff that urgent appointments are only allocated 'on the day'. My husband went to the Beacon Practice at 08.00 a.m to try to book an urgent appt. He says he was first in the queue. He was told that there was only one appointment available (which, fortunately, he was given.) Does that imply that only one urgent appointment slot per day is accessible??? (I accept there is a phone line, which opens at 08.00.a.m., on which urgent appts might be allocated. But even so, if he was first in the queue of people, how many slots do they keep available for any given day?!!)
Visited December 2023
Victoria Medical Centre has not yet replied.
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Review titled Worrying
Rated 1 star out of 5
by Sue Kimberley - Posted on 07 December 2023
My husband is 'vulnerable' and monitored on account of two health issues. We try to consider and help to maximise NHS resources. He needed an urgent GP appt today. At 09.00 hrs he paid to park in the Beacon (It's the VMC branch nearest us, and childcare responsibilities prevented him going earlier.) No appts available. Was advised to go to Old Town VMC to ask. (To go? Don't they have an internal phone line?) Fortunately we have a car. He went. No appts available. Was told to go to Beacon practice at 08.00 hrs tomorrow to ask again. (Childcare responsibilities tomorrow? What if 'urgent' meanwhile becomes 'critical'?) I know they're short of doctors since COVID. (Did so many registered GPs succumb to the virus?) It just seems that, while the staff I have met at VMC are pleasant, the system is not set up to always consider patients' wellbeing, which ultimately impacts on their health and NHS resources.
Visited December 2023
Review titled Victoria Medical Centre
Replied on 08 December 2023
Good morning Sue, Thank you for taking the time to give feedback on your encounter to our centre. We value all comments from patients to help us review and improve our service. We are sorry you were dissatisfied with your encounter with our Practice and can sympathise with you and your husbands frustration. Upon reading your comment it does seem that you/your husband were incorrectly care navigated and provided the wrong information by the staff you encountered and for this we would like to apologise. Our branch site works off of the same system as our main surgery in Victoria Drive so the staff sadly should not have advised you to drive up to Victoria Drive. If you would like to discuss this matter further please do contact us via our surgery complaints inbox on sxicb-esx.vmccomplaints@nhs.net so we can investigate your concerns in more detail Kindest regards, Compliance Team
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Review titled Worst practice in Eastbourne
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2023
It is impossible to get an appointment, takes at least 40 minutes to get through and then you get disconnected or all appointments are gone. Queuing in the morning before 8am does not help at all- 20 people in front of you, before you get to the reception all appointments are gone. Also I feel very uncomfortable being asked in detail!!! by a receptionist why I want to see my GP. The receptionists are not medical professionals, they are not entitled to know about my health problems. Also it feels to me like the receptionists are trying rather to fob patients off than help. When suffering from a very bad sciatica, my husband (who is a doctor himself) was asking the receptionist to pass on a short letter about my condition to my GP to be told by a very abrupt and unkind receptionist, that it is impossible! she simply refused to take the letter and advised to book an urgent appointment the following day. There is not enough staff at the downstairs reception to deal with enquiries. Often - even if promised to get a phone call from the GP it does not happen. I had to have some tests done privately, I took them to the practice to get only a message from them that I should book an appointment with my GP. I tried but it is simply impossible! I keep running in circles. There is no facility to book an appointment in advance either online, by phone or in person. You cannot email the surgery directly. I am very frustrated and disappointed with the service.
Visited October 2023
Review titled Victoria Medical Centre
Replied on 08 November 2023
Thank you for taking the time to give feedback on your experience with our Practice. We value all comments from patients to help us review and improve our service. We are sorry you were dissatisfied with your experience with our Practice. If you would like to discuss this matter further please do contact us via our surgery complaints inbox on sxicb-esx.vmccomplaints@nhs.net so we can investigate your concerns in more detail Kindest regards, Compliance Team
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Review titled Great experience
Rated 5 stars out of 5
by Anonymous - Posted on 22 January 2024
Receptionist was friendly, the GP I saw was absolutely fantastic and very thorough, nurse that did my bloods was lovely. Only negatives I can say were the wait time for my appointment but it also wasn’t an emergency so that was fine. Very good experiences within the last few months
Visited October 2023
Review titled Victoria Medical Centre
Replied on 23 January 2024
Thank you for taking the time to give feedback on your encounter to our centre. We value all comments from patients to help us review and improve our service. We are very pleased your encounter was a positive experience and will pass on your kind comments to the team. We continuously review our wait times for appointments and appreciate your feedback, there are a multitude of options available to patients to obtain an appointment and that does include the following: - Calling the Practice at 8am on the day the appointment is required on 01323 407900 - Via our Practice website: www.victoriamedicalcentre.co.uk - Engage consult: https://victoriamedicalcentre.co.uk/online-consultations/ - NHS Patient access app: www.patientaccess.com - Pre-booking planned appointments in advance - Emergency on the day Duty GP appointments (emergency presentations)
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Review titled Appointment Prevention Squad
Rated 1 star out of 5
by Sheena - Posted on 11 October 2023
Filled out a message online and got a physio appointment straight away - great I was told to get a doctor’s appointment Like an id***, I went downstairs expecting great things. No I was met by the appointment prevention squad. Told me appointments in November or ring up at 8am. I generally don’t sleep until 6am but no joy. Was then told to go to pharmacy reference angry looking bite. They were very good but suspect it’s infected. Got to take photos to see if it gets worse Comments please!!
Visited October 2023
Review titled Victoria Medical Centre
Replied on 17 October 2023
Thank you for taking the time to give feedback on your visit to our centre. We value all comments from patients to help us review and improve our service. We are sorry you were dissatisfied with your encounter with our Practice. If you would like to discuss this matter further please do contact us via our surgery complaints inbox on sxicb-esx.vmccomplaints@nhs.net so we can investigate your concerns in more detail Kindest regards, Compliance Team