The Wells Medical Practice - Ratings and reviews
Reviews
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Review titled No Gp
Rated 2 stars out of 5
by Anonymous - Posted on 09 February 2024
I had a appointment with the doctor and they phoned me on the day to say she had to go because of sickness. I was already there and she said will see me. I sat there for about a hour. A very nice lady who saw me found out the doctor had gone. Went to see the lady at the front desk and she said that would not happen but it had. So did not get to see a doctor 🤔
Visited February 2024
Review titled The Wells Medical Practice
Replied on 16 February 2024
Dear Anonymous, thank you for your review. We aren't clear what you are referring to and would suggest you reach out to GP.G82025@nhs.net if you would like us to look into this matter further and improve future experiences for you and all patients. Kind regards, Louise Practice Manager
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Review titled Speedy Blood Test
Rated 5 stars out of 5
by James - Posted on 17 May 2023
In and out of the practice within five minutes as excellent professional phlebotomist extracted blood from me swiftly with kindness and care. Taking blood thinners daily can make blood tests a painful and lengthy process - not here - superb! Thank you.
Visited May 2023
Review titled The Wells Medical Practice
Replied on 22 May 2023
Dear James, Thank you for your comments. We are so pleased to hear you had a great experience with us when having your blood taken recently. We will share your positive feedback with all our staff and hope to continue to provide this service for all our patients. Many thanks Louise Practice Manager
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Review titled Superb Care
Rated 5 stars out of 5
by James Brown - Posted on 16 May 2023
I have been a patient of this practice since moving to Tunbridge Wells almost 15 years ago and it is quite simply superb. The whole team are excellent, the receptionists, nurses, phlebotomists, doctors and pharmacist; they treat you as an individual and you feel cared for. I recommend them regularly to friends and family and their support is incomparable to anything that others receive. I feel lucky to be a patient of this healthcare practice. Thank you.
Visited April 2023
Review titled The Wells Medical Practice
Replied on 17 May 2023
Dear James Brown, Thank you greatly for your kind feedback. All staff will be made aware of your thoughtful comments. We are thrilled you feel this way about the care we provide. Best wishes, Louise Practice Manager
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Review titled unbelievably unreliable
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2023
I have been told I would have my scan results emailed to me by the practice manager, week later and had to call again to chase them up. if I failed to deliver like this at work I would be sacked.
Visited February 2023
Review titled The Wells Medical Practice
Replied on 14 February 2023
Dear Patient, thank you for your feedback. Unfortunately as you have left your review anonymously we cannot resolve this matter for you. The practice has a large admin team whose role it is to deal with hospital results/letters this does not usually sit with the Practice Manager so we are concerned why you were told this was the case. If your complaint has not yet been resolved please do ring and ask to speak to the Practice Manager directly or email gp.g82025@nhs.net advising of your request for contact and include your name and date of birth. We are sorry our service to you has fallen short on this occasion. Elle - Office Manager
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Review titled Very good service
Rated 5 stars out of 5
by A Bovey - Posted on 05 December 2022
Getting through on the phone has been transformed by the very good call back service. I needed to see a Doctor twice in 4 days. Each time I called at 8.30am to get into the automated queue for a call back, which worked well. I was given a same day appointment to see my own GP on both occasions. The appointments were both on time. I had the best continuity and quick treatment, which probably prevented me from going to hospital. Add to this a very efficient ‘waiting’ service from the chemist in the same building. Excellent service all round enabled me to recover well from a severe chest infection.
Visited December 2022
Review titled The Wells Medical Practice
Replied on 06 December 2022
Dear A Bovey, thank you for your feedback. We are thrilled to hear of your positive experience with us. The phone upgrade was long overdue and is extremely rewarding to now know patients can access us a lot quicker, as we strive to deliver the best service possible under the continue stresses the NHS faces. Thank you again for your feedback. This will be warmly received by all practice staff. Kinds Regards, Louise - Practice Manager
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Review titled Very unreliable
Rated 1 star out of 5
by Anonymous - Posted on 11 November 2022
I wanted a change to my prescription and sent an eConsult. I had no response for a week. The following week I sent two emails to the prescriptions email address about this. No response for a week. The next week I sent another eConsult and finally got the response I needed. Partner went to see a private consultant (thereby saving the NHS money). The consultant wrote to the practice requesting a prescription. Two weeks later I had to chase my partner's prescription via eConsult. He got his prescription, but only 2 weeks' supply instead of 6. I am back to chasing them again and we will incur another prescription charge. I have given up trying to contact the practice by phone.
Visited November 2022
Review titled The Wells Medical Practice
Replied on 14 November 2022
Dear patient, thank you for your feedback. We are sorry to hear of the delay in response from us. Please email gp.g82025@nhs.net stating your details so we can fully investigate this for you. Kind regards, Practice Manager
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Review titled They need better communications
Rated 4 stars out of 5
by Brian - Posted on 17 November 2022
I know we tried not to bother the surgery when Covid was at its height, but I don't find it acceptable that we still have to wait half an hour or more for someone to answer the phone. I would like the surgery to acknowledge that patients generally don't contact them unless we are likely to be worried about something. Sometimes it takes a lot of guts to call the doctor, and having to hang on the phone for a long time, waiting for them to pick up, increases stress. I would expect my doctors' to provide relief from stress, not add to it. Today, half an hour into hanging on and just as I was reading these reviews and simultaneously wondering why there is no email to write to, a lovely lady answered the phone and was very helpful. I'm still leaving this review though, because if there is no email address, enough staff need to be available to answer the phones within 10 minutes at the most - and even that is too long.
Visited November 2022
Review titled The Wells Medical Practice
Replied on 22 November 2022
Dear Brian, thank you for your comments. We are sorry you have had to wait so long to get your call answered. We are aware of the issues and are always looking at solutions. For example we are currently advertising for more reception staff. You can email your prescriptions requests to kmicb.cmc@nhs.net and you can also complete an online triage form via https://clanricardemedicalcentre.webgp.com/ once completed reception will contact you directly with the outcome, this might be an appointment or a direct reply from a clinician. Once again thank you for your feedback it is extremely helpful and aids our continual improvement. Kind regards, Louise Practice Manager
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Review titled Phones? - What phones??
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2022
It would seem this Medical Practice has updated their phone system, yet no one can get through on them, myself included. If the phone system is broken (clearly it is - just read the reviews) then perhaps a newer one is needed? I have tried for 3 days to contact the surgery - to no avail. Time to look elsewhere for a GP who's phones work Hmmm?
Visited October 2022
Review titled The Wells Medical Practice
Replied on 14 October 2022
Dear Patient, we are extremely sorry to hear of your difficulties with getting through on the phone to us. We do all we can to manage the telephone system and have had good reviews on the latest feature which includes a call back function. We would suggest you complete an online e-consult form via our website if you are still having issues getting through to us, the link below will direct you to this : https://clanricardemedicalcentre.webgp.com/treatmentCategory/showAll Thank you for taking the time to leave a review, we will continue to do all we can to improve the system.
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Review titled Bad experience
Rated 3 stars out of 5
by Anonymous - Posted on 28 April 2023
I have reported to the wells surgery about my daughters sleeping issues, blocked nose, distrubed and restless sleep, repeated ear infections, snoring etc more than 4 times since October 2022. All the times symptoms treated with antibiotics or nasal spray, unable to identify exact cause of sleep issue. When we are on vacation in India, the consultant has find out that her Lt nose was 90% blocked with enlarged adenoids, which casuse blocked ear and fluid collection in both ear. Surgery done for Adenoidectomy, myoringotomy with grommet insertion and tonsillar reduction under GA. The GP in wells was not able to identify the diagnosis with presented symptoms.
Visited October 2022
Review titled The Wells Medical Practice
Replied on 28 April 2023
Dear parent, Thank you for raising this feedback. We are sorry to hear your daughter has suffered. We would like to discuss this matter with you further so please do contact us via email gp.g82025@nhs.net and we can reach out directly to explore the root cause and ways in which we can improve. Louise Practice Manager
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Review titled Surgery has become very poor
Rated 1 star out of 5
by Anonymous - Posted on 18 August 2022
You can never get through on the phone. Been on hold with music for 35 mins. Completed an e consult form 10 days ago and no response either. Very poor service. Surgey has gotton so large with so many patients, they cannot service those on the books.
Visited August 2022
Review titled The Wells Medical Practice
Replied on 19 August 2022
Thank you for your submission. We are sorry to hear you're having difficulties getting through on the phone and that your e-consult was not dealt with. If you could please complete an online submission form via our website and we can then reach out directly to you to resolve promptly for you. Here is the link https://www.thewellsmedicalpractice.co.uk/contact-us-form