Vale Medical Centre
195-197 Perry Vale, Forest Hill, London, Greater London, SE23 2JFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled If you love waiting on the phone you'll love this place
Rated 2 stars out of 5
by Anonymous - Posted on 05 July 2023
No shade on the people who work here, who are outstanding, but waiting for the best part of an hour only to be told there's no available GPs and that you need to call again tomorrow to go through the same process for the chance to maybe get seen but probably not likely isn't exactly ideal in an emergency. In short don't be poor.
Visited July 2023
Review titled Vale Medical Centre
Replied on 07 July 2023
Thank you for your feedback. Please note that we are reviewing our telephone system and hope to have a new set -up in the next coming weeks. If you would like to discuss this in more detail, please do contact the Practice Manager. Kind Regards, Vale Medical Centre
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Review titled Good service and care
Rated 5 stars out of 5
by Anonymous - Posted on 03 August 2023
Recently registered and found the GP very attentive and caring. Would definitely recommend. Reception was busy but very helpful.
Visited July 2023
Review titled Vale Medical Centre
Replied on 07 August 2023
Thank you very much for your time you took to write these kind words. It is always nice to hear good feedback and it will be shared with the team.
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Review titled VeryGood Doctors But very Poor Service
Rated 2 stars out of 5
by Anonymous - Posted on 22 June 2023
At this point I am relying on this practise for medical support , having been fit until a few weeks ago. It is true my distressing as I have logged in many time time in patient access but told the app is not liked to the vale. There is a systemic problem , I have logged the problem twice with patient access and spoken to the practise several times . If a patient access system is only working for a proportion of patients it is in fit for use and a dangerous, especially when I was told that the vale are going to increase their reliance on the app which has systemic flaws. The only way I can see a doctor is if I line up by 7.30 and then there are only 5-10 appointments available as that’s on the day. If I telelephone at 8 am when the practise opens there are 40 people waiting . There is no triaging . You can only make an appointment on day if you téléphone or line up and then there is patient access that tells me my practise is not linked to it. And reception staff seem to have their head in the sand and insinuate it’s the patients problem . That is patronising and victim blaming
Visited June 2023
Review titled Vale Medical Centre
Replied on 07 July 2023
Thank you for your feedback and I am sorry to hear about your dissatisfaction. We are currently reviewing our appointment and telephone system so that we can reach as many patients as possible. We hope to have a new procedure in place in the next few months which we hope will help easing the pressure we currently face. If you would like to discuss this in more detail, please do contact the Practice Manager. Kind Regards, Vale Medical Centre
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Review titled Should be 0 stars: No appointments ever available
Rated 1 star out of 5
by Anonymous - Posted on 17 April 2023
Yet again it’s proving impossible to get an appointment at this surgery, 3 weeks and counting at this point. I’m on the app booking page on the dot of 9pm but by the time you press confirm (even when using a single word descriptor for the reason) the appointment is no longer available. On the phone at 8am and this morning I was 32 in the queue and as ever, after waiting 40 minutes, I’m told all appointments have gone. It’s unacceptable, like many, many other members of this surgery, I need to see a GP and I simply can’t.
Visited April 2023
Review titled Vale Medical Centre
Replied on 07 July 2023
I am sorry to hear about your dissatisfaction and the inability to book an appointment. We are aware that patients have difficulty in reaching us via the telephone and as such we will be having a new system in August which we hope will ease the current pressures. If you would like to discuss this in more detail please contact the Practice Manager. Kind Regards, Vale Medical Centre
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Review titled Good practice all around
Rated 5 stars out of 5
by Rebecca S - Posted on 11 April 2023
After reading the review history I had to write my family experience. Yes, they are under pressure but this is not the practice fault. The country needs more GPs full stop. We have been at this GP surgery since 2015 without any complaints. My very old father has received great care and I am very grateful.
Visited April 2023
Review titled Vale Medical Centre
Replied on 24 April 2023
Thank you very much for your feedback. Please rest assured that it will be shared with the team. The Vale Medical Centre
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Review titled Not sure where this practice is heading...
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
Same as majority negatives below, 48 in the queue ( seem to be the number), got through after 45min and told to go to another surgery. No space for 'negotiation'. Also this is not the first time, last time I had to negotiate just to get a txt from gp let alone to be seen...
Visited April 2023
Review titled Vale Medical Centre
Replied on 24 April 2023
Thank you for your feedback. Indeed we are aware that there is a very high demand for GPs services within our area. This is very stressful not only to the patients but also to the practice staff. However I would be very pleased to meet with you to discuss the pressures we are under and get your feedback on how we could improve. Please do contact the Practice Manager via our contact form. Kind Regards, The Vale Medical Centre
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Review titled A GP surgery in crisis.
Rated 1 star out of 5
by Maxwell Spiers - Posted on 09 April 2023
Despite listing 10 GPs on their website, I have today been informed that there are currently only 2 in post, (to serve the needs of 14,000 patients, apparently) and so getting an appointment at all was a herculean task, which involved lengthy and heated negotiations with the receptionist. However, once I actually got to see a GP, I was met with the most extraordinarily aggressive and hostile attitude from her. She clearly hates her job, did not want to be there and did not want to help me. I understand the pressures that doctors must be under at the moment, but taking out their frustrations on patients is just unacceptable. Health Care Professionals should, at an absolute minimum, be professional. There was nothing caring or professional about my experience today. This is clearly a GP surgery in crisis, failing patients at every level. Sadly, (so much has already been written in reviews about the telephone system and lack of Patient Access facilities) I was not able to get through on the phone line to get the email address of the Practice Manager, to whom this feedback is very much directed.
Visited April 2023
Review titled Vale Medical Centre
Replied on 24 April 2023
Dear Mr Spiers, I am sorry to hear that you have experienced problems in trying to access care at the surgery. I am pleased that our Practice Manager was able to reach you shortly after your review and explain why there was a shortage of appointments at our practice. Please do let us know if you require any further assistance with this. Kind regards, The Vale Medical Centre
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Review titled Impossible to get an appointment
Rated 2 stars out of 5
by Chelsea - Posted on 22 March 2023
Whilst I appreciate there is a shortage of GPs at the moment and the NHS is struggling, I have been trying to get an appointment for my 18 month old and I am finding it impossible to get through to anyone. Despite calling at 8am, I am no lower than 48 in the queue, I work full time and can't spend half my morning on hold. I registered with with this GP when my son was born and previously had several very positive interactions with them. I am now having to use my partners medical care through work as I just can't get hold of anyone. He will be due vaccinations soon, so hopefully someone picks up!
Visited March 2023
Review titled Vale Medical Centre
Replied on 03 April 2023
Dear Chelsea, We are equally frustrated that General Practice is not able to meet the needs of patients and lobby for increased resourcing and efficiency whenever possible. With regards to your child' immunizations, please call the surgery after 11am and we will be able to book him an appointment with our Practice Nurse. Thank you, The Vale Medical Centre
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Review titled How does a person actually see a DR here?
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2023
You are unable to get an appointment unless you call precisely at 8am, which I have attempted to do so several times. This morning for example I was placed on hold for 35 minutes and when answered was told that they were now fully booked for the day and there were no remaining appointments. This example is not the first time this has happened when attempting to get an appointment with a GP at this service. When I enquired as to how precisely one is supposed to get an appointment when their procedures to do so don't work I was referred to their "Patient Access" website which, upon checking does not allow me to simply book an appointment to see my GP. I have several matters I need to look into however - None of these services or indeed a "general appointment" is offered as available to book by this practice through the "Patient Access" portal. I was then referred to A&E - which is not appropriate for what I am seeking. The service offered here is woefully inadequate.
Visited January 2023
Review titled Vale Medical Centre
Replied on 24 January 2023
Dear Sir/ Madam, I am sorry to hear about your experience. As you must be aware, there is a well-documented national shortage of GP’s, increase in demand for GP services and population growth. Nevertheless, please note that we are offering more appointments than ever to the local population. In terms of Patient Access - indeed this is the platform that NHS has in place but which we do not control. We would be very pleased to meet with you to discuss the pressures we are under and get your feedback on how we could improve. Please contact me, Sandra Younsi, Managing Partner, via the enquiry form on our website. Kind Regards, The Vale Medical Centre
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Review titled Great service
Rated 5 stars out of 5
by Local parent - Posted on 25 January 2023
Thank you for the excellent service I received from the practice recently. I was able to book an appointment for my daughter on the same day via the patient portal, was seen promptly and a diagnosis confirmed. I received the prescription from the pharmacy next door, the whole process took less than 30 minutes. I know GPs are very stretched at the moment so a huge thank you from me.
Visited January 2023
Review titled Vale Medical Centre
Replied on 03 April 2023
Thank you very much for your feedback - Very much appreciated. Kind Regards, The Vale Medical Centre