WELL - Ratings and reviews
Reviews
-
Review titled Worst experience consistently
Rated 1 star out of 5
by Anonymous - Posted on 14 July 2023
7 days notice for a prescription is a total farce. Mine has recently taken 12 days and it was a repeat dispensing prescription. Took it in, waited 7 days, went in to collect, told to come back, prescription not ready, came back same day told it would be 5 more days. Came back in 5 days later, not ready, came back in 30 minutes later, not ready. Told to come back lunchtime, came back lunchtime, still not completed, but they would do it. Waited 25 minutes, asked where it was as I had sat and waited and “pharmacist had not called my name” and placed it it box of completed prescriptions. I dont want apologies, I just want to know what are the improvements being made? Nothing but complaints from people waiting.
Visited July 2023
Review titled WELL
Replied on 20 July 2023
Hello, Thank you for your feedback; please accept my apologies that your experience has fallen below the high standards you should be able to expect when you visit a Well pharmacy. The Regional and Area Operations Managers responsible for this pharmacy have been informed so that they can address your experience with the pharmacy team. Please accept my apologies again and thank you for taking the time to share your concerns. If you wish to discuss this further, please contact us by emailing hello@well.co.uk. Kind regards, Well Customer Operations Team
-
Review titled The worst of them
Rated 1 star out of 5
by Anonymous - Posted on 11 May 2023
Please tell me, if my doctor will only send my repeat prescription through when I have a weeks worth of tablet left, that I have to wait 2 weeks - possible longer as the pharmacy still haven’t done my prescription before I get my tablets from the pharmacy? It’s 2023 and I have to ration my tablets - and get sick in the process!! Because this pharmacy clearly isn’t coping. Queuing for 40 mins plus to either wait another hour for your tablets if you’re lucky or worse, be told they aren’t there is unacceptable.
Visited May 2023
Review titled WELL
Replied on 08 June 2023
Hello, Thank you for your feedback; please accept my apologies that your experience had fallen below the high standards you should be able to expect when you visit a Well Pharmacy. The Regional and Area Operations Managers responsible for this pharmacy were informed so that they could address your experience with the pharmacy team. Thank you once again for taking the time to share your feedback. Kind regards, Well Customer Operations Team
-
Review titled Absolutely terrible pharmacy
Rated 1 star out of 5
by Anonymous - Posted on 30 March 2023
Collected prescription but 2 items missing. Wait another week for the remainder. This is the second time that this has happened. Absolutely terrible service, would not recommend to anyone.
Visited March 2023
Review titled WELL
Replied on 20 April 2023
Hello, Thank you for your feedback; please accept my apologies that your experience had fallen below the high standards you should be able to expect when you visit a Well Pharmacy. The Regional and Area Operations Managers responsible for this pharmacy were informed so that they could address your experience with the pharmacy team. Thank you once again for taking the time to share your feedback. Kind regards, Well Customer Operations Team
-
Review titled Very Poor Services
Rated 1 star out of 5
by B Stokell - Posted on 09 November 2022
For sometime I have had problems with prescription meds. I rarely receive the amount requested and usually have to visit at least twice. Recently 2 prescriptions sent electronically straight from the doctor were delayed. One took 7 working days and I am still waiting for the second - it is now 10 days since the prescription was sent to them. In neither case are we talking of unusual or rare branded medication. I know that my poor experience is not unusual since I had to wait in the shop and listen to the issues around medication prescriptions discussed over the counter. The counter staff do their best but are poorly supported by dispensing staff in these situations. Without doubt this the poorest organised and managed pharmacy I have ever used.
Visited November 2022
Review titled WELL
Replied on 13 February 2023
Dear B Stokell, Thank you for taking the time to contact us, and please accept my apologies that your experience has fallen below the high standards you should be able to expect when you visit a Well pharmacy. I’d like to also offer my apologies for the length of time it has taken for us to get back to you. We’re currently experiencing unprecedented demand, but our team is working to respond to all customer queries as quickly as we can. I want to assure you that customer service is of paramount importance to us. Therefore, we welcome all feedback to ensure we are delivering an expert and professional service and providing the best possible experience to our customers. Our colleagues are trained to provide high standards of customer care in a professional and courteous manner; therefore, it is very disappointing to hear your feedback, but I am grateful for it as it gives us visibility of the current customer experience. I feel it's essential to be honest and transparent when challenges are being faced by one of our teams so that we can identify an accurate and realistic improvement plan. We are conscious that Well North Carlisle Medical Centre is currently experiencing some operational challenges, which are regrettably impacting the standard of service experienced by customers and patients. The Area Operation Manager (AOM) and Regional Operation Manager (ROM) are fully aware of the sub-optimal operational and staffing circumstances. As a result, they are actively recruiting permanent staff members to bolster the team and enhance their capacity to offer an improved level of pharmacy provision. Both the AOM and ROM are working closely with the existing colleagues to ensure they receive the training, support, and guidance required, enabling them to offer the high levels of customer care we strive for here at Well. Additional relief staff will likely be drafted in from other branches in the interim. Measures that should support the team in improving the standard of service whilst decreasing the timeframe of prescription processing, whilst new team members are recruited and requisitely trained. I am genuinely sorry that I can't promise an immediate fix. However, I can assure you that we are aware of the ongoing difficulties and that making improvements is an absolute priority. The information from you and other customers is most gratefully received. Although we don't enjoy receiving feedback about unacceptable service levels, you and other community members help by providing an insight from a customer's perspective. Once again, I sincerely apologise for any upset and inconvenience you have experienced. I do hope that you notice an improvement in the service provided by the pharmacy in the not too distant future, but please don't hesitate to contact us at hello@well.co.uk should you have any additional cause for concern. Kind regards Rhiannan Patient Safety & Standards Technician