Wells Park Practice - Ratings and reviews
Reviews
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Review titled Patient care
Rated 5 stars out of 5
by patricia ebanks - Posted on 04 April 2023
Wells park practise has done so much for my mental n physical health They listen and provide treatments to access with current or preventing certain illness Always a welcome at the surgery or on the phone I can get appointments in person or on the phone My family and I are extremely happy with the service we get Can’t thank the doctors the nurses n the receptionist teams for working with me for my health centre
Visited April 2023
Review titled Wells Park Practice
Replied on 27 June 2023
Dear Patricia, Thank you so much for your positive feedback. This is much appreciated As Always. It will be shared with the team to help boost staff morale. kind Regards, Shereen.
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Review titled Patient care
Rated 5 stars out of 5
by patricia ebanks - Posted on 04 April 2023
Wells park practise has done so much for my mental n physical health They listen and provide treatments to access with current or preventing certain illness Always a welcome at the surgery or on the phone I can get appointments in person or on the phone My family and I are extremely happy with the service we get Can’t thank the doctors the nurses n the receptionist teams for working with me for my health centre
Visited April 2023
Review titled Wells Park Practice
Replied on 27 June 2023
Dear Patricia, Thank you so much for your positive feedback. This is much appreciated. It will be shared with the team to help boost staff morale. kind Regards, Shereen.
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Review titled Excellent and efficient
Rated 5 stars out of 5
by Anonymous - Posted on 07 March 2023
I called at 8am, and despite obviously busy phone lines, polite and efficient reception staff arranged an appointment for the same morning. A friendly GP listened attentively, explained the issue and arranged follow up care.
Visited March 2023
Review titled Wells Park Practice
Replied on 27 June 2023
Dear Anonymous Thank you so much for your positive feedback. This is appreciated. It will be shared with the team to help boost staff morale kind Regards, Shereen.
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Review titled Great practice
Rated 5 stars out of 5
by Walter Gaviria - Posted on 28 December 2022
Thank you for the excellent and professional attention. I have no words, I can only say that I have never been treated so well, thank you
Visited December 2022
Review titled Wells Park Practice
Replied on 10 January 2023
Dear Mr Gaviria Thank you so much for your positive feedback. This is appreciated. It will be shared with the team to help boost staff morale kind Regards, Shereen.
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Review titled Lack of appointments
Rated 2 stars out of 5
by Anonymous - Posted on 30 December 2022
I received a text asking me to book a medication review with the pharmacist on 8th December. When I called there were no appointments available I was advised to call back on the 30th December. Called back today, the 30th December, and yet again no appointments available. Then the receptionist found 2 appointments in January both of which I was unable to book due to having other appointments on the dates. I understand receptionists are under pressure but I did not find the receptionist helpful and verging on hostility when I questioned how I was supposed to get an appointment. No advice was given as to when I might be able to make an appointment and I was told I'd been given 2 appointments but didn't want to accept them. It seems that patients must fit in with the practice's mystical booking system, there seems very little patient care. If a business treated me the same way I would never use them again and after all patients are your clients, you are not doing us a favour, we pay for your service. My text also mentioned that I would not be able to order my repeat prescriptions without a review. So what am I supposed to do? I also needed an appointment with a doctor due to having been in pain for over two weeks. Again no appointments, call back next week. To be honest I had given up trying to make appointments at the practice because it is always the same story and now only do so when in dire need. It is still the same story and hasn't changed. We can no longer book online which was helpful before as phoning never seems to work. Reading the Patient Access page is rather like reading a fairy tale, very little of it applies to Wells Park. The doctors are great if you can get to speak or see them but that is next to impossible.
Visited December 2022
Review titled Wells Park Practice
Replied on 27 June 2023
Dear Anonymous , Thank you so much for taking the time to give us your feedback. This is appreciated. We are sorry that you did not have the best experience in December, & hope that you have found things better since then. I understand that you have left this feedback without your name, but if you would like to discuss further, please do call the surgery & ask to speak with me. All feedback is taken into consideration, & we are always happy to discuss concerns with our patients further in order to help come to a more positive outcome. kind Regards, Shereen.
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Review titled Extremely difficult to get a nurses appointment
Rated 1 star out of 5
by Karen - Posted on 02 November 2022
I’ve spent ages calling everyday for the past week to ask for a nurses appointment and been left feeling frustrated The answer is there are none available When I ask when will some be available they say they don’t know When I ask well when are they usually made available they say they don’t know until they appear which is rather irritating, surely the appointment system could be more organised than it is currently. I went on to patient access to try to book an appointment as the Wells Park practice website suggests but once on it they just direct you to fee paying services and say Wells Park does not provide the service you require as in you can’t make appointments via patient access
Visited November 2022
Review titled Wells Park Practice
Replied on 23 November 2022
Dear Karen We are sorry that you have had difficulties in booking a nurse's appointment at the Practice. One of our full-time nurses is currently away on maternity leave. We appointed another full-time nurse to cover this absence however, they need to complete a number of training sessions and work under supervision for a period of time before they are allowed to practise autonomously. As a result of this, our nursing capacity was reduced. We also have the support of 3 other locum nurses but clearly this was not enough as they are only able to provide a limited number of hours. The good news is that our regular nurse has now completed her training to enable her to provide smears and immunisations thus increasing nursing capacity. We acknowledge that we have not been as orgnised as we would have liked to be regarding the nurses' appointments and we apologise very sincerely for the inconvenience you suffered as a result of the difficulties you encountered. We are currently not offering nurses appointments on patient access however, you can email us at selicb.g85114-general@nhs.net to request an appointment. Our emails are checked regularly during our opening hours. We thank you for the opportunity to respond publically. Regards Antonia
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Review titled Thank you for really helping me out
Rated 4 stars out of 5
by M. Smith - Posted on 29 November 2022
I attended the practice for a routine blood appointment last month, however after not being able to get hold of my medication in the days before I was quite unwell. The dr, reception and nursing staff really helped me out to access the right support quickly as they noticed I was in a mental health crisis. They really helped me to book an uber to the right service who ended up taking me to A&E - but I would have never figured this out myself at the time. I don't fully remember everything but I do remember your kindness and patience with me whilst trying to figure out how to get the right support for me. Thank you.
Visited October 2022
Review titled Wells Park Practice
Replied on 10 January 2023
Dear Ms Smith We appreciate your positive feedback. This will be shared within the team and will go a long way in boosting staff morale. Kind Regards Shereen.
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Review titled Great Practice
Rated 5 stars out of 5
by Sara - Posted on 07 September 2022
I have always had a good level of care from Wells Park Practice. The doctors there are sympathetic, as are the nurses and receptionists. I think they do really well considering the amount of patients they must see. I saw my Doctor most recently and they really helped me with a medical matter, were sympathetic and followed up when they said she would. Very happy with the surgery
Visited September 2022
Review titled Wells Park Practice
Replied on 22 September 2022
Dear Sara Thank you so much for your positive feedback. This is appreciated. It will be shared with the team to help boost staff morale Regards Antonia
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Review titled Appreciate What You've Got!
Rated 5 stars out of 5
by Mrs VB - Posted on 16 August 2022
We have been with this practice for 25 years and it has improved enormously in that time. The reception staff and nursing staff are exceptionally good ( & pls remember under stress at the moment) and they are genuinely caring. Some excellent doctors too - the best of their profession; my elderly neighbours had exceptional care in their last years. One doctor I avoid using (a tad arrogant and patronising to patients) but you always need the grit to make the pearl. Kudos to Wells Park Practice & thank you!
Visited August 2022
Review titled Wells Park Practice
Replied on 22 September 2022
Dear Mrs VB We appreciate your positive feedback. This will be shared within the team and should go a long way in boosting staff morale. We would, however, appreciate your support if you could please contact us to discuss the one doctor you mentioned. We really want to put things right and providing them this feedback would be helpful. Regards Antonia
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Review titled Room for improved co-ordination of care
Rated 2 stars out of 5
by Anonymous - Posted on 15 September 2022
I have been at this practice for many years and have previously left an excellent review about the care from many of the female doctors who worked here. However, I have been concerned recently at a number of issues in accessing care 1) Difficulty getting appointments for myself and my husband. There does not seem any appetite for a return to face to face consultations as the few chairs in the reception now show. Older patients may well prefer and need this even for issues that may initially seem 'minor'. Older people often find electronic communication difficult and so need help with this. I find myself turning to private care in a way I would never have done before the pandemic just to get simple things done 2) Slowness to follow up on management advice from the hospital. I find myself chasing this up and I am not always sure that the letters are read properly when they arrive 3) A slow response to prescription requests which mean repeated visits to the pharmacist to collect them. I have, while waiting heard several other people being told to come back the next day. 4) A range of electronic ways to access appointments and prescription requests but no one system that does all. Again older people are not experts in these systems and I am concerned that those who do not have someone to help or are not mobile may be falling through the net. 5) The system for blood tests and the way these are done is however very good and the receptionists are generally as helpful and as efficient as they can be given the demand for care there seems to be.
Visited July 2022
Review titled Wells Park Practice
Replied on 22 September 2022
Dear Patient We are sorry that your experience at Wells Park Practice has not been as positive as before. I will try to address the specific issues you have raised. 1) Difficulty getting appointments for your self and your husband. We offer subject to availability, a choice of face to face, telephone and video appointments to all our patients. Appointments can be booked using the Ask First App - http://onelink.to/askfirst, by email, or by telephone call to the Practice. Appointments can be booked up to 2 weeks in advance where available. As with most other inner city GP surgeries, demand for appointments continues to outweigh our capacity and despite the fact that GP recruitment is currently very difficult, we managed to increase our GP capacity by employing four new doctors. We actively offer our patients a choice of whether they want to be seen face to face or through telephone consultation and all requests for face to face appointments are granted. We proactively contact our older or vulnerable patients to check in and offer proactive home visits for those who are unable to visit the Practice. We are currently providing over and above the required number of appointments for our Practice 2) Slowness to follow up on management advise from the hospital We have a system in place for blood tests to be reviewed within 24 hours likewise routine hospital discharge letters within 48 hours of receipt. We are sorry if this was not experience and would appreciate if you could please contact us with specific cases to help us investigate and identify what happened. 3) A slow response to prescription requests. Routine repeat prescriptions take 48 hours to process. Requests sometimes take longer when they are not on the repeat list for example past medications, hospital letters or hospital prescriptions. This is because clinicians have to review patient history and carry out additional checks before issuing. We recognise that the prescriptions may have been requested by the hospital doctors, however, the clinical responsibility rests with the issuing doctor therefore imperative that they carry out due diligence before issuing. 4) A range of electronic ways to access appointments and prescription requests but no one system does all. This is completely out of the Practice's control. We are equally frustrated with this and are working with our commissioners for a streamlined electronic system. Nevertheless, our care coordinators are currently providing monthly digital hubs to support patients with account set-up, online appointment booking etc. The next one is on 27th September from 10:30am to 11:30am. Please do contact us by email to selicb.g85114-general@nhs.net or by telephone 02086992840 to help us address your specific concerns Regards Antonia