WELL STREET SURGERY - Ratings and reviews
Reviews
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Review titled Disappointed long-standing patient
Rated 1 star out of 5
by M Shirley - Posted on 08 February 2024
I’ve attended this surgery since 2001, I’ve been there through all of the changes and have supported the surgery to remain open but for what? The recent changes have made it very challenging to even get an appointment with a nurse and impossible to see a Gp, I don’t even ask for a Gp anymore. The experience is now very inhuman and lack the human touch, it seems to the delight of the staff there. I called several times over 2 months regarding a nerve issue and was not given an appointment. I called on Feb 8th and was sent a text for an appointment for Feb 20th thinking it was to be seen. When I read the text further it was for another phone call!! I have had to revert to physically attending a&e. This is the reason a&e is often overwhelmed because gp’s and muses make themselves inaccessible and quick to refer people to go online. I say again that the experience contacting well st surgery has become inhuman and lacks that human touch it once had.. May I remind you, well st surgery, that technology was made for people not the other way around. I feel pushed that I will have to access private health care in the near future for a meaningful health care experience. Very disappointing
Visited February 2024
Review titled WELL STREET SURGERY
Replied on 15 February 2024
Dear M Shirley, thank you for you online feedback which we are always grateful to receive. This helps us look at ways in which we can improve. I am sorry to hear of the difficulties you have encountered with our system. If you are able to, you can contact us regarding any query by using our online form. If you are unable to go online or are having difficulty with the form, please call us on 020 8985 2050 and a member of our helpful team will be able to guide you through the form or complete one on your behalf. A nurse appointment can be booked directly over the phone should you wish to do it this way. The Duty Doctor service is available Monday to Friday (excluding weekends and Bank Holidays) between the hours of 08:00 and 18:30. A 'duty doctor' triages all requests and decides on the most appropriate course of action. We aim to get back to you on the same working day however there may be a delay if you submit your request late in the afternoon and it is not clinically urgent. Clinically urgent medical problems will be actioned within 2 hours during our normal opening hours. In an emergency please call 999. Healthcare professionals have a dedicated telephone number to contact the practice on. Urgent professional calls are actioned within 30 minutes. You will be informed of the outcome of your query. This is usually by text message but may be by phone if you are unable to receive texts. You may be asked to supply more information or submit a photo if this is appropriate and you are able to. You may be offered some initial medical advice or booked a telephone or face to face appointment on the day or on another day with one of our healthcare professionals. You may be signposted to another more appropriate service. Our aim is that your request is dealt with by the most appropriate person at the right time. The duty doctor who triages your request will take into account the urgency and nature of your query and whether continuity with a particular healthcare professional is needed or requested. Patient demand on any given day and the capacity of the practice to meet that demand is also taken into account. If you are unhappy with the outcome of your request please do let us know by submitting another form or by calling us. I have asked our Practice Manager Sherine Sallion to contact you to discuss your concerns in more detail. I hope that you will be more satisfied with our service going forward. Dr J Mackenzie (GP Partner, Well Street Surgery)
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Review titled Great Practice
Rated 5 stars out of 5
by david pattenden - Posted on 28 February 2024
Saw GP on 23rd February and full medical exam saw nurse on 27th February blood samples All done thoroughly efficiently and promptly. Front desk reception also friendly and very helpful cannot fault this surgery,
Visited February 2024
Review titled WELL STREET SURGERY
Replied on 28 February 2024
Dear David Pattenden, thank you for your positive feedback and 5* review. Your kind comments are much appreciated and will be shared with the rest of the team. It is great to hear that your query was dealt with efficiently and promptly and that our team members were friendly and helpful. Thanks again for taking the time to provide us with your feedback. Dr J Mackenzie [GP Partner, Well Street Surgery].
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Review titled Always satisfied.
Rated 5 stars out of 5
by Michael Thomas - Posted on 05 January 2024
I have use this surgery for many years now and have found in the vast majority of visits the very best of treatment by both reception staff and doctors. The doctors have been thorough and sympathetic always.
Visited November 2023
Review titled WELL STREET SURGERY
Replied on 08 January 2024
Dear Michael Thomas, thank you for your feedback. It is great to read that on the whole you have been satisfied with the care that you have received from both the non-clinical and clinical members of our team. I will share your feedback at our whole team meeting where I am sure it will be most welcome. Dr J Mackenzie (GP Partner, Well Street Surgery).
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Review titled Terrible reception
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2023
I had an appointment booked and could not get though to cancel and re book it took me over two hours to get through this wasn’t the first time or the last every time I’ve had an appointment or just generally trying to get through I cannot do so as no one answers the phone there’s also been a numerous number of occasions where the phone has been picked up after about an hour and the staff not all can be very disrespectful impolite as if they just can’t be bothered to do the job or take down the information given some staff can be really friendly and welcoming same as on arrival
Visited October 2023
Review titled WELL STREET SURGERY
Replied on 16 November 2023
Dear Patient, thank you for your feedback which helps us look at ways in which we can improve. We are sorry that you have experienced a long wait on the phone trying to get through to us. This is something that we are trying to address. Further, I am sorry to hear that you have found some staff disrespectful and impolite. Clearly this is not how we would want anyone to feel. On a more positive note I am pleased to hear that you have found other members of our team really friendly and welcoming. Please don't hesitate to get in contact with us at CAHCCG.wellstreetsurgery@nhs.net should you wish to discuss this in further detail. Dr J Mackenzie (GP Partner, Well Street Surgery).
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Review titled Dreadful administration
Rated 1 star out of 5
by Andrew Westcott - Posted on 24 April 2023
As usual , I find that the practice cannot be bothered to update my records by reading , understanding and acting upon letters from U C L H concerning my appointments, health and/or prescription updates. This is quite shocking. And then it takes over an hour to get through to the Surgery to speak to someone about it. A nice receptionist, who, because of your streamlined procedures, cannot put me through to any one to talk to about the changes needed in my prescribed drugs. Result? Repeat prescription will be delayed. Please note that this is not the first time this has happened. I now realise that letters from consultants are not even read or attached to my notes. If they were, then why are repeat prescriptions not changed as a result? This is not an acceptable level of service. Get a grip, for goodness sakes. Practice Management needs to be improved, or better still changed..
Visited April 2023
Review titled WELL STREET SURGERY
Replied on 26 April 2023
Dear Andrew Westcott, thank you for your feedback which I understand has already been discussed with you by our Practice Manager Sherine Sallion. We hope that you will be more satisfied with our service going forward. Dr J Mackenzie (GP Partner, Well Street Surgery).
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Review titled bad management of this practice
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2023
very bad system of booking appointments. this inflexible system does not acknowledge or takes into any consideration individuals with difficulties in accessing the online system. unhelpful and inconsiderate people answering the phones who only know to direct you to the online system. Is our health in the hands of 'a computer says no' system?
Visited March 2023
Review titled WELL STREET SURGERY
Replied on 17 April 2023
Dear patient, thank your for your feedback. I am sorry to hear that you have had difficulties in accessing our care and with our online system. If you are unable to complete an online request then a receptionist should be able to do this on your behalf. All requests for a GP appointment (whether submitted online by a patient or online via a receptionist) are now triaged by a duty doctor who decides on the most appropriate course of action. Thank you again for your comments which will help us look at ways in which we can improve. Should you wish to discuss any aspect of your care in further detail please contact us at CAHCCG.wellstreetsurgery@nhs.net. Thank you. Dr J Mackenzie (GP Partner, Well Street Surgery).
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Review titled Incredibly rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2023
Absolutely appalled by the treatment I received by one of the receptionists on the phone today. I asked for some advice and guidance and they were rude, hostile, and passive aggressive. When I politely called them out for being passive aggressive but thanked them anyway, they immediately hung up on me. Very disgusted by the way this clinic is ran.
Visited February 2023
Review titled WELL STREET SURGERY
Replied on 17 April 2023
Dear patient. Thank you for your feedback. I am sorry to hear that you felt the receptionist you spoke to was rude, hostile, and passive aggressive. This is certainly not how we have trained any of our staff to be. Please contact us at CAHCCG.wellstreetsurgery@nhs.net with your name, date of birth and date/time of the call and we can look into this in more detail. All calls are recorded for training and monitoring purposes. Thank you. Dr J Mackenzie (GP Partner, Well Street Surgery).
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Review titled Very supportive
Rated 5 stars out of 5
by Anonymous - Posted on 27 January 2023
I have a long term illness and the Well Street practice have been helpful with everything, getting me to specialists, dealing with my employer, benefits, everything. As it's a large practice there are also some specialist staff onsite.I would recommend Well Street to anyone.
Visited January 2023
Review titled WELL STREET SURGERY
Replied on 17 April 2023
Dear patient, thank you for your feedback and 5 star rating. It is great to hear that you have found our team helpful and that you would recommend us to anyone. Your positive comments are much appreciated and will be shared with the rest of the team. Dr J Mackenzie (GP Partner, Well Street Surgery).
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Review titled First Contact Physio
Rated 5 stars out of 5
by Paula Shaw - Posted on 26 November 2022
I had an appointment with the physio about a painful elbow (following a fall). The appointment was thorough and I was made to feel at ease. The First Contact Physio gave me exercises to help and said he would be in touch. He later phoned me and suggested a referral for an x ray. He let me know the results of the x ray and suggested a referral to physio. His onward referrals were clear and timely and I have an appointment in December. This was not an emergency and I was very impressed by the care shown by the member of staff He was excellent and an asset to Well St Surgery.
Visited November 2022
Review titled WELL STREET SURGERY
Replied on 30 November 2022
Dear Paula Shaw, thank you very much for your feedback and your positive comments about the service that you received from one of our First Contact Physiotherapists. We are very lucky to have them as part of our team and I have forwarded on your comments to them. Thanks again for taking the time to provide us with your feedback. Dr J Mackenzie (GP Partner, Well Street Surgery)
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Review titled Dedicated and caring practice
Rated 5 stars out of 5
by Daniel - Posted on 01 September 2022
My family has been going to Well Street Service for over 5 years. We've received a lot of excellent care from them over the years. Lots of great doctors, who are obviously very busy, but take the time to try to figure out what is wrong and work with you for possible solutions.
Visited July 2022
Review titled WELL STREET SURGERY
Replied on 10 November 2022
Dear Daniel, thank you for taking the time to provide us with your feedback and kind words. It is great to hear that your experience of Well Street Surgery is that of a dedicated and caring practice. We are trying our best and it is reassuring to hear that you feel you have received a lot of excellent care over the years. Thank you again for your 5 star review and positive comments which will be shared with rest of the team. Dr J Mackenzie (GP Partner, Well Street Surgery)