Vesta Road Surgery - Ratings and reviews
Reviews
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 29 February 2024
Impossible to get an appointment within reasonable time! When I see a gp they are usually nice. Most of the time they cancel appointments or give me a nurse instead. Gp’s seem to be continuously on holiday. Today I turned up for my appointment and was told the gp had left, my text message from the automated system was showing a different time to appointment, receptionist blamed me and was unsympathetic, unhelpful and rude and basically gas lit me when I became upset! Very upsetting and frustrating, don’t think they are a legit practice. Something is off with this practice.
Visited February 2024
Vesta Road Surgery has not yet replied.
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Review titled Good Service
Rated 4 stars out of 5
by Anonymous - Posted on 04 January 2024
Friendly and patient admin and front desk staff, and th Doctor I saw was patient and understanding and took the time to listen to my issue and work towards a solution. Was able to get follow up appointments when needed in a timely manner.
Visited January 2024
Review titled Vesta Road Surgery
Replied on 05 January 2024
Dear Patient, Thank you for your positive feedback. We will share your feedback with the team. Kind regards Vesta Road Surgery
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Review titled Amazing Team!
Rated 5 stars out of 5
by Anonymous - Posted on 31 January 2024
I would just like to leave a review to say thank you to the lovely people at Vesta Road Surgery who have been wonderful. I am really grateful for the kindness and care I’ve received at Vesta Road. They have a great deal of wonderfully kind people in their team and I have been helped by so many. So I would like to thank those who have been so instrumental in looking after me. When you are really unwell there is a lot of organising and admin to do, amongst multiple hospitals and departments, and that alone can be so daunting and stressful. But I know that when I call the team I am always met with so much respect and kindness. Even when they are incredibly busy. Thank you to the lovely people I interact with on a very regular basis! There have been so many prescriptions, queries, emails and referrals that I have needed and I have never been made to feel guilty or embarrassed when I have required help. And that can be rare. They are just really blooming wonderful people. I am under the care of one of the Partner GPs and he has been thorough, helpful, thoughtful, incredibly empathetic and has truly listened. He listened to me at a time when I had been dismissed by other medical professionals and was spending an awful lot of time in hospital and felt like I had lost hope. I feel very safe in his care. I am so grateful to him. The pharmacist, is absolutely wonderful too, and has been incredibly thorough and kind in helping me to safely manage the many new medicines I have had to add to my list. I think I have already mentioned the operations manager for her help at the end of the phone but she has been incredibly kind and has sent so many referrals and emails to help me which I’m sure has been a lot of extra work. She’s managed to make even blood tests an enjoyable experience too. No matter how many times I’ve had to do them! I really just want to say that the kindness, patience and understanding from these people has been one of the only things that has helped me get by this past year as it’s been really hard with far too many hospital stays and new conditions to add to the mix. It’s very rare to find a group of people as kind and hard working as those I’ve mentioned. Two in particular always manage to make me smile even when I’m not at all well. I know that nobody ever wishes to be unwell but this last year I have been grateful to have had them at the end of the phone when I’ve needed medical care and some kindness. My husband has to do an awful lot of organising on my behalf when i'm unwell and he too feels so grateful for this incredible team. I’m really grateful for all of the help that everyone has given to me and my husband when he’s called on my behalf. I wish I was better but I owe a lot to these lovely people! Thank you so so much.
Visited January 2024
Review titled Vesta Road Surgery
Replied on 21 March 2024
Dear Patient, Thank you for your positive feedback. We will share your comments with the team. We really appreciate your review. Kind regards Vesta Road Surgery
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Review titled Great effort shown in placing my referral!
Rated 4 stars out of 5
by Anonymous - Posted on 07 December 2023
The reception team put a lot of effort placing my referral for a major op. I have learned to avoid Lewisham Hospital. The reception team tried again and again, got me a good hospital instead and with a short waiting list! Thank you for trying so hard, I was very grateful as you tried again and again over weeks. Your efforts paid off. Thank you.
Visited December 2023
Review titled Vesta Road Surgery
Replied on 05 January 2024
Dear Patient, Thank you for your review. We will share your feedback with the team; in particular the referrals team. Kind regards Vesta Road Surgery
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Review titled great experience
Rated 5 stars out of 5
by Anonymous - Posted on 07 December 2023
I would just like to say that the reception staff went above and beyond to get my baby seen on the day, for an infection. They were extremely compassionate and even entertained/distracted my baby as she was upset/unwell whilst we waited to go into the GP as they could see i was getting a little overwhelmed. Thank you so much it meant alot.
Visited November 2023
Review titled Vesta Road Surgery
Replied on 05 January 2024
Dear Patient, Thank you for your positive feedback. We will share your comments with the Practice Manager and Reception Team. Kind regards Vesta Road Surgery
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Review titled Surgery does not answer the telephone
Rated 3 stars out of 5
by Anonymous - Posted on 04 October 2023
It is an absolute nightmare trying to get through to the reception of this practice. The receptionist does not answer the phone. I have to resort to going to the practice in person should I need to make an appointment, which for certain circumstances, cannot be done online. Highly frustrating.
Visited October 2023
Review titled Vesta Road Surgery
Replied on 05 January 2024
Dear Patient, Thank you for your helpful feedback. We have asked the Practice Manager to investigate your concerns. The practice is in the process of improving online access for patients. The website will be changed and more online appointments will be offered on the day and in advance. We understand that it must be frustrating when the telephone lines are busy and you cannot get through. The practice has also recruited more Reception staff in order to answer incoming phone calls. Please contact the practice and let us know if you notice an improvement. Thank you. Kind regards Vesta Road Surgery
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 August 2023
I am very happy with the proffesional and caring service I receive regarding my mental health and my physical disabilities.
Visited July 2023
Review titled Vesta Road Surgery
Replied on 18 August 2023
Dear Patient, Thank you for your positive review. We have shared your comments with the team. Kind regards Vesta Road Surgery
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Review titled Please don't waste your time registering here
Rated 1 star out of 5
by Anonymous - Posted on 17 December 2022
My family and I have been patients since moving to the area in 2020 and have received only basic care (vaccinations for my two young sons). On the occasions when I've tried to arrange appointments for anything else - I've either 1) given up endlessly waiting for the reception to pick up the phone 2) been told to call 111 as the reason for my appointment apparently wasn't important enough 3) been dismissed during a telephone consultation when second medical opinions have provided alternative (more accurate) diagnosis.
Visited December 2022
Review titled Vesta Road Surgery
Replied on 11 August 2023
Dear Patient, Thank you for your constructive feedback. We take on board your comments and will aim to make the relevant changes in order to improve our patient experience. The practice has recruited a new team of reception/admin staff in order to better manage the flow of incoming phone calls to the surgery. You can also send a message to the surgery via the practice website using this weblink:- https://www.vestaroadsurgery.co.uk/ The practice has been given the opportunity to update our telephone system and practice website so we can improve access. The new systems will enable a faster response time, on the day GP appointments, and more online availability. Please contact our Operations Manager if you encounter any further issues. Kind regards Vesta Road Surgery
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Review titled Does not answer the phone
Rated 1 star out of 5
by Anonymous - Posted on 06 December 2022
I tried calling on a Monday morning at exactly 8am because I felt really sick and wanted to see the GP but they never answered the phone. I kept calling for an hour and gave up. Very unfortunate.
Visited December 2022
Review titled Vesta Road Surgery
Replied on 11 August 2023
Dear Patient, Thank you for your review. You can call 111 if you have an urgent medical problem, or you can come to the surgery in person if you cannot get through via the telephone. You can also send a message to the surgery via the practice website using this weblink:- https://www.vestaroadsurgery.co.uk/ Some of our long term senior admin staff have retired. We have recruited a new team of reception/admin staff in order to better manage the flow of incoming phone calls to the surgery. We are also in the process of updating our telephone system and practice website in order to improve access. The new systems will enable a faster response time, on the day access to a clinical member of staff and more online appointments. Please contact the practice Operations Manager if you encounter any further issues. Kind regards Vesta Road Surgery
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Review titled Beyond hopeless
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
This surgery is a joke. We’ve been trying for years to get treated for various things, including several urgent requests for young babies and children. Every single time, they fail us. The reception basically answers the phone with a ‘No’, that’s if they actually pick up the phone (which is a rarity). Even when we have been referred by 111 to be seen they tell us we can’t attend and to go to a and e or call 111 again. This surgery is Awful! It’s actually the butt of many jokes made by the locals about how awful it is. Funny if it wasn’t so scary when you feel like there’s no possible way of ever getting non emergency medical attention for your children. On the occasions we have literally begged the receptionist (she said in disgusted tone ‘don’t beg’ but I was desperate for my baby to be seen) she has arranged the doctor to call back, but we are still waiting for this call….. that was a year ago. This is just one of many stories like this from this surgery.
Visited November 2022
Review titled Vesta Road Surgery
Replied on 11 August 2023
Dear Patient, Thank you for your review. We sincerely apologise for the difficulties that you have encountered when trying to book an appointment at the surgery. The practice has made some significant changes to the way we operate. We have a long term permanent GP working with the team, which means we are able to offer more on the day urgent appointments and online appointments. The practice has recruited repetition and admin staff members in order to better manager the flow of phone calls and attendance to the surgery. We are also in the process of recruiting more reception staff in order to ensure that phone calls are being answered in a timely manner. The practice website and telephone system will be changed so that patients are able to contact the surgery as and when they need to without having to wait on the telephone for long periods of time. Please come and speak to the Operations Manager about our services and we will endeavor to meet your access needs. Kind regards Vesta Road Surgery