Prime Health - Weybridge

Julia B.

Review of Prime Health – Deceptive Overbooking, Unprofessional Staff, and a Complete Disregard for Patients’ Time

I had an incredibly frustrating experience at Prime Health, which clearly engages in overbooking and deceptive scheduling practices.

I was originally scheduled for an MRI at 3:30 PM. At around 11 AM, the clinic called me, stating they were running late and asked me to come later. I made it very clear that I needed to finish my MRI by 5:15 PM at the latest. They assured me that arriving at 4:30 PM would be fine and that I would be done on time.

I arrived at 4:20 PM, registered, and at 4:30 PM, I approached the reception, only to be told to wait a little longer. Minutes kept passing—4:40, 4:45—and by 4:50 PM, I reminded them that I could only wait five more minutes. The receptionist said she would call the manager, but instead of coming to speak with me, the manager immediately rushed out of the office and left without even acknowledging me. This was completely unprofessional and dismissive.

At 4:57 PM, I asked reception how many patients were ahead of me. They said I was next, but another woman who was waiting for her elderly mother told me that, according to the MRI staff, her mother was expected to finish at 5:30 PM. Given that her mother had been scheduled for 3:15 PM, while I was scheduled for 3:30 PM, it was obvious that the clinic had booked patients back-to-back without allowing enough time for proper scans. A full MRI session, even for a single area, takes far longer than 15 minutes, considering the time needed to undress, prepare, and change back afterward.

Realizing that the clinic was either lying about their scheduling or rushing MRIs at the expense of diagnostic quality, I left at 5:02 PM.

Then, at 5:08 PM, I received a call from the clinic’s manager, telling me that everything was now ready and that I could return, assuring me I would finish by 5:30 PM. However, by that point, it was already clear that this was impossible—with two MRI zones, plus changing time, the process would take at least 45 minutes, so I would not be able to make it to where I needed to be on time. Moreover, the manager was quite rude during the conversation, showing no concern for the fact that I had been misled and inconvenienced.

This was not an isolated incident. Six months ago, I had an MRI at Prime Health and experienced the exact same issue—being asked to come later, only to wait over an hour. It is clear that the clinic intentionally books more patients than they can accommodate, forcing them to wait and misleading them about when their scans will actually take place.

The manager also promised to call me on Monday to “resolve” the situation. That call never came.

Prime Health is completely unprofessional, dishonest, and prioritizes profit over patient care. If you value your time and want a clinic that respects appointments, avoid Prime Health at all costs.

Athena C.

Prime Health Surrey is one of the best medical centers I have ever used. The staff are all friendly and eager to help. The on-site equipment is extensive and modern. Dr. Woodward is extremely attentive, caring, and knowledgeable. She always takes the time to listen to my concerns and answer my questions. From the very first appointment, she has remembered me from one visit to the next, no matter how much time passes between appointments. Whenever I have tests or procedures, she explains what to expect, how long results will take, and follows up with me right away— even outside office hours. The facility, and Dr. Woodward in particular, make me feel seen, heard, and very well cared for.

Teresa L.

Went here for an mri, lots of parking available I went on a Sunday. Parking is free but u have to park in the spaces allocated to prime - see photos the spaces are clearly labelled the company they are allocated to. Great service from the team that looked after me. I had an mri on my leg & knee & I didn't have to remove my jeans just my jewellery, watch & trainers. Each mri takes 20 mins. They give u head phones to listen to radio station of your choice. I found the mri machine made a bit of noise throughout as expected but not as loud as the nhs mri I had in previous years. I didn't have to wait & was seen straight away. I had 2 x mri's done which took 40 mins & was out & back in car 45 mins after I'd arrived. I was also given a disc copy of my mri afterwards. Great service

Judita U.

Thank you very much to the wonderful team Dr Allan Irvine, Dr Cameron Nichol and nurse Dhara . They have helped me allot in my personal heath journey.
With best wishes,
Judita

Lu I.

I can only talk well about my experience at Prime Health Surrey.
From the booking to the quick delivery of the results nothing went wrong.
It is very easy to reach, and once in the atmosphere is warm and friendly.
I felt comfortable and the procedure went smooth and quick (I was there for an MRI scan). No extremely waiting time, I was called in time, and in less than an hour I was already heading to my car. The staff is affable, brilliant, and above all professional and extremely skilled. I felt in good hands all the way through.
I will definetely use their services again if the opportunity should arise.

stephen C.

Attended Prime Health for a gold health check. Very impressed by an organisation of such high calibre medics. All, from reception through to GP and Ultra-sound doctors, showed kindness and such expertise. Would highly recommend Prime Health.

Pete T.

I've suffered from a needle phobia for over 30 years, often avoiding medical procedures because of it. Recently, I needed to have blood work done and was assisted by Lena. She was compassionate and understanding throughout the entire process.

Before the visit, Lena took the time to show me the facilities and explain the procedure. She also provided suggestions on how to manage my fear. On the day of the blood test, she created a calm environment and reassured me that we had plenty of time, so I never felt rushed.

Lena listened to and accommodated all my coping strategies, which made the blood test successful. Although I will likely need regular tests in the future, I'm relieved to know that it can be done in a comfortable environment where I feel in control and supported.

A big thanks once again to Lena for making this difficult situation much easier to handle.

Giancarlo C.

Fantastic experience using Prime Health. Easy parking. Very comfortable and private surroundings. The staff were friendly and knowledgeable. The experience in the scan was great and the results came back to me in less than 24 hours.