The Wells Medical Practice

Online booking system made things worse

It is deeply disappointing to observe that the implementation of an online booking system has significantly diminished what was previously regarded as an excellent practice - particularly from a patient's viewpoint. I find myself unable to recommend this practice going forward, despite acknowledging the competence of the clinical staff. I sincerely hope that these digital initiatives do not represent the direction the practice intends to take, as they appear to have encountered substantial difficulties from the outset.

Receptionist helpfulness and thoughtful follow-up care

The reception team were consistently helpful and friendly. I had an appointment with a healthcare professional who was lovely and approachable. Waiting times were reasonable, and the staff member even made a follow-up call after my visit to share some additional information they had remembered.

Doctor didn't listen or check my notes

I have several ongoing health concerns, but during appointments I feel unheard and interrupted. The clinician appears reluctant to review my medical history, and frequently mentions actions that will be taken but they don't materialise afterwards.

Friendly staff took time to listen

The entire team provided a warm and comprehensive approach to care.

Quick check-in despite running late

Arrived slightly behind schedule for my appointment. The reception staff were prompt and efficient in processing my check-in. I was called through in just a few minutes. I really appreciate the quick service. Thank you! 😊

New booking system makes appointments unnecessarily stressful

The clinical staff are wonderful, however the new appointment system has proven problematic and appears to cause unnecessary distress to patients who find the process too demanding. Based on the information provided when it was introduced, it was meant to work alongside the existing booking methods to reduce telephone congestion. In practice, however, it seems the traditional approach has been largely abandoned, with staff declining to assist through conventional means and directing all patients to use the new system exclusively. Even those attending in person report being turned away.

Online booking system makes appointments needlessly difficult

I have generally found my visits to the clinic satisfactory, however the online booking system presents significant challenges. The platform requires completion of numerous forms that often feel irrelevant to my needs. A particular frustration is the lack of notification when prescriptions become available—I find myself needing to contact the clinic directly to confirm whether a repeat prescription has been processed. Additionally, the online system operates within restricted time windows despite being web-based, which seems unnecessarily limiting. Another aspect of the clinic experience I find problematic is the layout across multiple floors, each with separate reception areas and waiting rooms. There is often uncertainty about which floor an appointment is scheduled on, and this information is not provided beforehand. This means navigating the building involves a process of trial and error to locate the correct area.

Always felt listened to at appointments

I have always had an excellent experience at this surgery and continue to receive outstanding care.

Reception staff were friendly and booking was straightforward

The reception team has been welcoming and I have found it straightforward to secure appointments compared to other practices I have attended. The clinical staff have been supportive and flexible in their approach.

Urgent request took far too long

My family's recent experience with this practice was quite disappointing. We submitted an urgent request but were offered an appointment that was considerably further away than we had hoped for.

System questions made getting help unnecessarily difficult

My low star review concerns the online system rather than the clinical care received. The questionnaire design appears to require significant reconsideration by those responsible. My particular health concern did not align with the available options, which made progressing through the system quite challenging. I was unable to request a telephone consultation or speak directly with a clinician through the available channels. The system has considerable limitations and patients appear to bear the burden of these constraints. I persisted despite the difficulty because I felt my health required attention, but I recognise that others may choose to abandon the process. This is particularly concerning for those managing mental health difficulties, who may find the rigid questionnaire approach unhelpful during periods of stress.

Reception staff unhelpful with appointment booking

My overall experience at this medical practice has been positive, but today was exceptionally disappointing. A member of the reception team was unwilling to help me arrange an appointment with a clinician. I was forced to attempt booking through the online system, which then indicated that my issue appeared to require urgent attention and could not be processed further through that method. I also spoke with a manager from an upper floor who declined to contact my clinician on my behalf. I was instead directed to seek care elsewhere and informed that the practice has a large patient list. Despite my medical records clearly showing relevant health considerations, I was told there was insufficient reason to request that my clinician see me. This interaction felt unprofessional and frustrating. However, when I went to lodge a complaint, I encountered a team leader who was exceptionally kind and supportive. They promptly arranged an appointment for me that same day, and I am genuinely grateful for their assistance. The experience highlighted a significant difference in service quality depending on which staff member I interacted with. The morning's encounter was particularly concerning, whereas the subsequent assistance was exactly what I needed.

Reception staff were dismissive and unhelpful

I called reception today and had a distressing experience with the staff member who answered. They responded in an aggressive manner when I inquired about missed calls from the surgery. I was told that the surgery had not attempted to contact me, which contradicted what I had experienced. The interaction was upsetting and left me feeling shaken and upset. I had been expecting to hear about some important test results that were due, which is why I assumed the surgery had been trying to reach me. The call ended abruptly, and I felt the manner in which I was spoken to was inappropriate and unprofessional. This experience has caused me concern and I am considering escalating the matter further.

Doctor rushed appointment and wouldn't listen properly

I attended a doctor's appointment today. Upon entering the consultation room, I was informed that the appointment would be limited to ten minutes. I attempted to discuss my allergy concerns, but felt that the clinician was dismissive of what I was trying to communicate. I experienced what I perceived as rudeness and felt unheard throughout the consultation. A prescription was provided, however I did not feel my symptoms were properly explored. I had the impression that I was being encouraged to book additional appointments unnecessarily. This approach felt frustrating, particularly given the difficulty in securing appointments at present. I found this experience notably different from previous consultations I have had. I would not recommend this practice based on my visit today.

Fast responses and genuinely kind staff

They have consistently been very kind and responsive, particularly since recent system changes. The staff members are lovely and wonderful. I would encourage others to be kind and patient with them, as general practitioners have a great deal to manage.

Receptionist rudeness made urgent care impossible

This surgery has not met my expectations and I feel the need to find alternative care. The reception staff interactions were disappointing and unhelpful. I spent considerable time trying to reach someone by phone without success, and was informed that no assistance could be provided, which led me to seek emergency care for my child elsewhere. The online appointment system has proven frustrating rather than beneficial, as it has complicated rather than simplified the process of obtaining urgent prescriptions. I would have given a lower rating if the system had permitted it.

Online booking system needs serious improvement

The new appointment system feels unnecessarily complicated, with extensive forms that don't seem relevant to what you're trying to do. After struggling through the process, I was informed that completing the form was mandatory for booking, though I was offered the option to visit the surgery in person for assistance. This felt like an inefficient use of time overall. When appointments are secured, the clinical staff are excellent. However, accessing the practice is made difficult by the challenging parking situation.

Booking system needs serious simplification

Avoid at all costs...The triage and booking system is problematic and you should be cautious about the information you enter into it. It should function as a straightforward booking system rather than requiring extensive medical details. If you are not comfortable with technology, this may present difficulties.

New booking system doesn't give you choice

I found myself quite disappointed with the new appointment system, which essentially removes your ability to choose which clinician you see. Instead, the allocation is determined by someone else's interpretation of your responses to a series of questions that I felt didn't allow me to provide accurate information about my situation. I was informed that I couldn't obtain an urgent same-day appointment without using this system or seeking care elsewhere in the local area. Rather than receiving a same-day slot, I was offered an appointment two weeks away. I questioned the value of maintaining the surgery if this is how appointments are managed. It felt like the issue was being postponed, potentially pushing more patients toward emergency services.

Phone queue left me waiting an hour

The experience was extremely disappointing. I was supposed to have a telephone appointment but nobody called me. I spent over an hour on hold trying to get this sorted out. The practice seems to prefer everyone using the online system, which makes it very difficult to actually speak to someone. I felt let down by the whole process. When I finally did manage to speak to someone, I was told that no appointment had been booked. They apologised and mentioned there had been a miscommunication, but there was no real acknowledgement of the problem or any attempt to put things right. It felt like they didn't really care about resolving the issue. I've decided not to pursue it further as I've lost confidence in getting a satisfactory outcome.