Wellington Way Health Centre - Ratings and reviews
Reviews
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Review titled Rude and arrogant Dr at the GP
Rated 1 star out of 5
by Anonymous - Posted on 18 January 2024
Had an appointment with one of the Dr. and was very rude and unprofessional in the approach. The Dr. would conclude without understanding your full medical history and making appropriate referrals for further consultation. When asked to make referrals the Dr. informs me that, it will be rejected by the specialist and has to justify the reason for referrals when this is a reasonable request. Very arrogant and rude. Learn to listen to your patient and have some emotional intelligence, which may help you better serve your patience. When I addressed the medical problems and explained the severity and impact of those conditions on my health, Dr. would not take it seriously and responded saying it is the same as before which was referring to 6 years ago, when I clearly explained the level of pain I am going through. We expect help and care from our Dr. at the GP, but it seems the Dr.s are not interested in your well-being at all. Very disappointed with the service received from the Dr.
Visited January 2024
Wellington Way Health Centre has not yet replied.
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Review titled Diabolical
Rated 1 star out of 5
by Alan Mountain - Posted on 03 January 2024
I called the ambulance last nigh for a health issue this is not take me to Hospita but ask GP to contact. Unfortunately my phone wasn't working and missed call reception's member of staff was extremely rude to me I waited2 hours then called back. I was number one in the queue and I got f of after 5 minutes . I rang straight back and was number one in the queue again. That was the way it stayed for the next half an hour and then I was cut off. This is not the first time this has happened it seems to be there is a policy of not answering the phone after 6:30 p.m. despite the surgery closing at 7:00 p.m.. this is not unusual for this surgery over the years I found that they do not want to see patients and try anything to avoid it all costs I couldn't find anywhere on the website to make a complaint and NHS 111 was useless as itusually is like I said dabolical
Visited January 2024
Review titled Wellington Way Health Centre
Replied on 22 January 2024
Dear Mr Mountain Thank you for your feedback, I am the practice manager and my name is Debbie Russell, I would like to apologise for the bad experience you had when trying to call the surgery when the practice is closed. Just to clarify Wellington Way is open Monday-Friday between the hours of 08.30am-18.30pm, we do not close for lunch but we close once a month on a Tuesday or Thursday for Protected Learning. I have checked the website and the opening hours are correct, you can choose Practice Info and then use the patient feedback to make a complaint but we are always looking at our Website so will make sure that we add how to make a complaint. I have checked that we do not have any issues with the phones during the opening hours but would welcome your feedback if you seem to be having problems getting through on the phones. You may contact us directly on nelondonicb.wellingtonway@nhs.net if you would like to message me directly. Once again I would like to express my sincere apologies for any mis-communication. with kind regards Debbie Russell - Practice Manager
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Review titled Great practitioners, (sometimes) poor receptionist service
Rated 4 stars out of 5
by Anonymous - Posted on 27 October 2023
I have always had good experiences when it comes to the care but have recently been let down by the attitude of some the staff on the front desks. Please note that on other occassions the staff on the desk have been very helpful. I visited the surgery and got ignored by the 2 ladies for about 5 minutes, no hello or acknowledgment despite me saying hello. Once one of them decided to stop what they were doing and look at me I got "has my colleague served you". Then all I got was attitude when I was asking whether my doctors letter had been signed yet. She seemed to not understand and then had a heated discussion with a colleague which I found awkward to watch. I had visited previously and been told that I could only pay with cash, so I had brought cash. She then said it had to be exact cash in a frustrated tone. The lady previously hadn't told me this which was even more frustrating. I explained this and there was no apology. On top of this, I am often left in the phone queue for over 10 minutes despite being the first in the queue so I wonder what their system is for phone coverage.
Visited October 2023
Wellington Way Health Centre has not yet replied.
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Review titled Great reception experience
Rated 5 stars out of 5
by Anonymous - Posted on 04 April 2023
Just want to say how happy I am with the service provided by reception. Not all of them but some of them are exceptionally good. Can't comment on the clinicians.
Visited March 2023
Wellington Way Health Centre has not yet replied.
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Review titled Very efficient and comprehensive
Rated 4 stars out of 5
by Anonymous - Posted on 06 January 2023
Very efficient system to check in. The practice is clean and the GP was nice, respectful, comprehensive and helpful.
Visited January 2023
Review titled Wellington Way Health Centre
Replied on 11 January 2023
Dear Patient Thank you very much for taking the time to add the above comment to NHS Choices, we really do appreciate getting lovely feedback from patients. It really does mean a lot to the practice team when we feedback in meetings. Debbie Russell Practice Manager
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Review titled Bad experience
Rated 2 stars out of 5
by Anonymous - Posted on 10 January 2023
I’ve been registered to this practice since 2018. Luckily I haven’t had to use it too often but recently have had a disappointing experience. I have a suspected heart murmur and the doctor (who has been great) told me she sent a referral on 13 Dec. I called a few times after and was told by 2 doctors and a receptionist the referral had been sent. I had an ECG and blood test done and had a call on 23 Dec to get the results. The doctor who was meant to call was on holiday so a different doctor called and didn’t know anything (although this was meant to be results). He then said the referral hadn’t been sent and when I questioned this he back tracked and said it had. I called last week to follow up on the referral and was given a hospital number to call and when I did, they couldn’t see the referral. So I called and a receptionist said it was sent the 23 Dec so I politely explained I had been told it was sent 13 Dec and explained that as it’s suspected heart murmur, I would like this sorted sooner rather than later. I was in tears but kept calm and the receptionist responded ‘the sooner I can send the referral the quicker you’ll get seen’ and hung up. I called back the hospital who were really helpful l, gave me the cardiology department’s number and told me to call back on Monday. When I called on Monday the referral didn’t have any mention of the suspected heart murmur or request for an Echo. I am very disappointed that the referral wasn’t said when I was told it was 3 times or to be hung up on by the receptionist.
Visited December 2022
Review titled Wellington Way Health Centre
Replied on 11 January 2023
Dear Patient I am very sorry that you have felt the need to make a complaint about a referral, it would be helpful for us to investigate this but unfortunately you did not add your name. Please email me the practice manager at debbie.russell@nhs.net as I would like to look into what has happened? I would be happy to meet with you in person if you would prefer so that we could discuss the issue and the outcome after the investigation. Debbie Russell Practice Manager
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Review titled Worst experience ever
Rated 1 star out of 5
by Nisaj - Posted on 26 February 2023
I went in for an ECG and I was just bothered by the inappropriate personal questions about my life which made me feel uncomfortable. Weird questions like my salary what has that go to do with an ECG? Reception are awesome I've had such lovely experiences with them.
Visited November 2022
Review titled Wellington Way Health Centre
Replied on 28 February 2023
Dear Nisaj, I am very sorry that you have felt the need to make a comment on this site. I would like to investigate this and wondered if you would like to email me personally on debbie.russell@nhs.net so that I can look into this. We certainly do not want any patient to feel uncomfortable when they attend the practice for whatever reason they are attending. Please accept my apologies on behalf of the practice and I hope to hear from you soon. Debbie Russell Practice Manager
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Review titled Unable to book an appointment for my 1 year old son
Rated 1 star out of 5
by Rume - Posted on 20 October 2022
I have called 4 times to book my sons 1 year vaccinations, however every time I call I am told the same thing - the nurses diary isn't open for the following month call back. My son is now 15 months old and unvaccinated because it is deeming to be impossible to even book an appointment with the nurse at the GP. I am having to wait 20 mins each time I need to speak to reception and it is really big inconvenience right now because I am a working mother who has to make time for this during my working hours. I do not understand why something so simple is being made so difficult. I even asked if there was anything they can do to make this easy for me, however I was told to just call back again next week for the 5th time! This is ridiculous because it concerns a small child.
Visited October 2022
Review titled Wellington Way Health Centre
Replied on 11 January 2023
Dear Rume Thank you for taking the time to write a review on NHS Choices. I understand that we were able to offer you an appointment for your son to get his vaccines. I am very sorry that there was such a delay, we now have a dedicated admin staff member who books childhood vaccines so hopefully we hope not to have these issues in the future. Please accept my apologies once again, I hope that your vaccination appointment went well. Debbie Russell Practice Manager
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Review titled Poor patient care
Rated 2 stars out of 5
by Anonymous - Posted on 02 September 2022
Various experience of poor and incompetent service, including: - Being called in for a urine test, no record of this when I arrived, eventually given the wrong kind of test with no instructions. Had to later return to re-take after it was sent to the wrong place to be processed. - Being given inaccurate advice about the ability to go to a nearby specialist for a walk in appointment. Said specialist did not take walk ins. - Repeated delays in access to a doctor. - Prescription given for a new condition without any discussion with a doctor, based solely on e-consult requests. - Only being informed of said prescription after calling reception to check when I could expect an appointment.
Visited September 2022
Review titled Wellington Way Health Centre
Replied on 11 January 2023
Dear patient Thank you for taking the time to write to NHS Choices with your feedback, we like to use all feedback whether good or bad in our meetings as part of our learning. I would be very interested in meeting with you to discuss the issues that you have raised to see how we can improve the services for our patients. Please ask reception to book an appointment with me. Debbie Russell Practice Manager
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Review titled Very worrying for patients
Rated 2 stars out of 5
by Anonymous - Posted on 08 December 2022
I want to start by saying I understand the pressure the practice is under, almost certainly through no fault of its own. I have lots of sympathy with all staff members working in general practice. However, this year my experiences with the practice made me feel isolated/frightened. I felt (perhaps unfairly) that as far as the NHS and GP surgery is concerned, nobody is there for me; nobody will help. I began experiencing neurological symptoms at sleep onset in July this year. I could not get an appointment with the practice. I was told on one call I needed to fill in an online form (after which a GP would review and decide whether to call/arrange an appointment). I needed to call twice more before receiving the form, and when I did it was only applicable to people resident in Scotland. After persistent calling over a period of many days I managed to secure a telephone appointment that was (from memory) in more than 2 weeks' time. My symptoms in this time worsened to the point where I was sleeping between 10 minutes and 30 minutes each night (with seizures the rest of the time). I therefore couldn't work and could not wait for the telephone appointment (which I cancelled far in advance). I am financially lucky enough that I could pay c.£90 for a private GP appointment where I got a referral to a private neurologist (at which point I used my partner's private health insurance). Again, I can only be thankful to have access to these privileges. I have been seeing private neurologists for these serious health issues ever since. As well as not being able to get an NHS appointment, my consultant was extremely surprised that the practice won't issue a prescription for the drugs I need in order to work (and, I suspect, live). He contacted the surgery by letter to ask that I could have an NHS prescription, as the drugs are a little pricey over the long term, as it was becoming clear I would need them for. I received a text message from you to which I couldn't respond to say that I would not get a prescription, but the consultant could send a shared care guidance (which I was told by the consultant is clinically inappropriate and makes no sense). So, on top of using private medical healthcare, the practice's response means I fund my medicine costs myself, with a £40 admin fee every time I need a prescription. To conclude, I am 100% convinced that without my partners' private healthcare I would not be in employment now. I am so worried for the people in my local community that don't have access to the same resources I do, and who face feeling abandoned by the NHS and the practice, but without anywhere else to turn. I know this is a wider problem caused by underfunding, and I do not blame the practice. However, there must surely be some efficiencies or better service that can be identified (i.e. that form for Scottish residents, prescriptions for GP patients even where they were not able to go through the practice).
Visited July 2022
Review titled Wellington Way Health Centre
Replied on 03 January 2023
Dear Patient I am very sorry that you have been so unhappy with the service and that you were unable to get an appointment to see a GP. It is common for reception to send a link to you for you to complete an online consultation so that the doctor can triage your condition and try to give you an appointment as needed. Unfortunately, it seems that the link did not work for you but for me to be able to check which link was sent I would need to have your name. In relation to the prescription, there are some medications that need either a Shared Care Agreement or Risk Agreement in place for the GP to be able to prescribe. In Tower Hamlets we have an arrangement in place for certain types of medication. If you would like to email me directly I can look into the above and try to help, please email me directly on Debbie.russell@nhs.net Once again I would like to apologise and try to work something out for you. Debbie Russell – Practice Manager