The Wells Medical Practice

Reception team's blunt attitude is off-putting

The practice was satisfactory previously. However, over the past year or so, I have found the front desk staff to be quite unwelcoming. I am uncertain whether they are unhappy in their roles, but if that is the case, it seems they should consider moving on. I am seriously contemplating switching to a different practice. They appear to conduct themselves as though they are superior to patients. I have experience working in similar healthcare settings for a considerable time, and I recognise that the role can be demanding, yet I managed to treat patients respectfully throughout. When I raise questions or request assistance with the online booking system, the responses tend to be curt and dismissive. I find this frustrating. I came very close to submitting a formal complaint some weeks ago regarding an interaction with one team member. It would be beneficial if management were to periodically review phone interactions or perhaps arrange for an independent observer to monitor day-to-day patient interactions discreetly, without the team's awareness, to gain an objective perspective on how they are engaging with patients.

Reception team gave incorrect answers repeatedly

I don't typically leave reviews, but I felt it necessary to share my experience following multiple interactions with the front desk team. Unfortunately, these encounters left me with the impression that the staff lacked adequate training — the responses I received were consistently inaccurate. It appeared as though they were providing answers without verifying information or adhering to established protocols. It's regrettable to witness such a shortfall in professional standards.

Reception staff were dismissive and unhelpful

This practice has provided the poorest customer service experience I've had across several healthcare providers. Managing health concerns is already challenging, and this was made more difficult by what I perceived as a lack of courtesy and effective communication from the front desk team. It seems questionable whether adequate training in professional patient interaction has been provided to staff in this role.

Best Practice

Always helpful, no unnecessary rude reception staff. Are pragmatic about your needs and work with you and the limitations of the NHS to get the best outcome. Great selection of services and have really harnessed and utilised the online services to improve the experience for you and the Dr. Well done Guys. So glad I moved from St James. Don’t know GP surgeries could be this good. Faith restored.

Appointment booking system needs improvement

Attempting to secure an appointment at this practice is quite frustrating.

Can't get through on the phone

One star is actually quite generous. The service has been consistently disappointing - it's nearly impossible to reach them by telephone. I've waited on hold for extended periods, which seems excessive. I'm left questioning whether calls are ever actually answered at this practice.

Struggling to get consistent care and monitoring

I have experienced several disappointing interactions with this practice, where I have been a patient for many years. The quality of care has noticeably declined over the past five years. I currently do not have a consistent healthcare provider, which has been the case for some time. As a result, I have encountered issues including receiving an incorrect initial assessment, facing difficulties in obtaining specialist referrals, and missing out on important health checks that I was led to believe would be arranged automatically. The practice appears to be struggling with staffing levels and patient demand, which seems to be impacting the standard of care provided. I would suggest considering alternative options if possible.

Helpful tip made blood test less daunting

The nursing staff member who took my blood samples was absolutely wonderful!! Very welcoming and kind natured professional. I experience frequent fainting episodes as veins can only be located in my hands and they shared a helpful technique to keep wiggling my toes to stimulate the blood flow and for the first time in years I haven't fainted or felt faint! Thank you so much x

Long-term patient appreciates responsive and helpful care

I have been a patient at this practice and its predecessor organisations for more than two decades, and have consistently experienced responsive, helpful, efficient, supportive, communicative and accommodating care. I find myself puzzled by some of the lower ratings that have been given. The appointment system was initially unclear to me, but once I grasped its function and the benefits it provides, I came to appreciate it greatly. I would strongly recommend this practice to others, and feel genuinely thankful for the care I have received.

Long waits for routine appointments here

The appointment wait times at this practice tend to be quite lengthy, often extending beyond half an hour.

Helpful staff made the wait worthwhile

I attended a medical practice with an integrated pharmacy service. The facility provided both general practitioner consultations and prescription dispensing services on the same premises.

Reception staff made booking impossible

If you lack animation then you cannot access a doctor, that's the end of it. The reception staff are simply terrible. I've reached a point where I no longer have the motivation to attempt seeing a doctor. Despite being a patient at this practice for many years, things have deteriorated significantly since the new system was introduced. I'm now considering switching to a different surgery as this one no longer feels worthwhile, which is unfortunate because I used to have positive feelings about this place.

Efficient practice that goes the extra mile

An exceptionally well-organised contemporary practice, managed by a wonderful team of healthcare professionals and their dedicated support staff. I have nothing but admiration for this practice and feel genuinely thankful for their commitment and professionalism. The entire team consistently exceeds expectations, and the regular preventative health clinics are a perfect example of their exceptional service. My sincere appreciation goes to everyone involved.

Receptionists repeatedly disconnect calls without helping

I have found this practice to be deeply unsatisfactory throughout my experience with them. The reception team has consistently been unhelpful when systems have experienced issues, and they have been equally unhelpful when addressing my concerns or providing information about results. Communication has been poor overall, and I have experienced multiple disconnections during calls over recent weeks. Regardless of whether I approach interactions calmly, courteously, or express frustration, the response remains unhelpful. It is difficult not to become frustrated when the same query needs to be repeated multiple times, yet the action taken is either completely unrelated to what was requested or met with dismissal. Additionally, there have been instances in the past where results appear to have gone missing, a referral was not sent when it should have been, and I have waited an extended period for an appointment for a particular examination. I am planning to register with a different practice.

Attentive care and friendly reception staff

I have consistently received outstanding care at this practice. The animal services are excellent and the medical professionals demonstrate genuine attentiveness to their patients.

Turned away multiple times without follow-up care

I initially sought assistance with a skin condition requiring removal, but was not seen at the practice. Following referrals to several other healthcare facilities, I was eventually directed to a hospital surgical department. However, the referral was sent to an unsuitable speciality, which seemed like an oversight given the nature of the issue, and I was unable to receive care there as a result. Additionally, since registering with the practice earlier in the year, there has been no follow-up regarding my mental health support or medication management. I have found the overall level of care and attention to be disappointing and feel my needs have not been adequately addressed.

Efficient booking process and helpful staff

Extremely organised and supportive

Staff made me feel genuinely listened to

The team demonstrated a welcoming approach and provided helpful information throughout my visit.

Struggled to book appointment through online system

It took multiple requests, several phone calls and persistent follow-up to secure an appointment. Once seen, I felt my concerns were not taken seriously due to my medical history. The practice seemed more efficient before transitioning to their online system.

Lift access and same-day appointment booking made difference

I'm puzzled by the negative feedback I've seen online about this practice. Having lived in the area for approximately eighteen months, I can confidently say that my experience has been excellent. As a parent attending appointments with a young child, I find the accessible facilities particularly helpful, as I regularly bring a stroller. The responsiveness to appointment requests has also impressed me greatly. Whenever my child or I have needed medical attention, the reception team have consistently arranged same-day consultations with a clinician. When I experienced chest discomfort, the clinical team worked collaboratively with hospital colleagues to promptly investigate the issue, arranged urgent imaging, and within a couple of months I underwent a surgical procedure. The clinicians have been courteous and knowledgeable, and I'm appreciative of the care provided. I'm also very satisfied with the online appointment system, which offers convenient access to booking. With appreciation.