The Wells Medical Practice
Average! (85 reviews)
Average! (85 reviews)
Patient feedback reveals a mixed experience with significant access challenges alongside strong clinical care. The most consistent concern across reviews is difficulty reaching the practice by telephone, with patients reporting lengthy waits, unanswered calls, and disconnections. Appointment availability remains problematic, with extended waiting periods and complex booking processes. The new online appointment system has generated particular frustration, with patients describing it as unnecessarily complicated, featuring intrusive questionnaires and limited flexibility. Reception staff interactions show considerable variation, with some patients praising courtesy and helpfulness whilst others report dismissive or unwelcoming behaviour.
Clinical care quality is consistently praised, with patients describing clinicians as professional, thorough, and genuinely concerned about their wellbeing. Communication regarding test outcomes and follow-up care is generally viewed positively. However, access barriers mean patients struggle to reach these services, creating a disconnect between the quality of clinical provision and the ease of obtaining it. Some patients have transferred to alternative practices due to access frustrations, despite valuing the clinical team.
The practice appears to be operating at high capacity, which may explain some access difficulties. Recent system changes have created mixed results, with some patients noting improvements in callback systems and online repeat medication requests, whilst others find the new appointment process creates additional barriers to care. The variation in patient experience suggests inconsistency in how different staff members handle patient interactions and requests.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Patient feedback reveals a mixed experience with significant access challenges alongside strong clinical care. The most consistent concern across reviews is difficulty reaching the practice by telephone, with patients reporting lengthy waits, unanswered calls, and disconnections. Appointment availability remains problematic, with extended waiting periods and complex booking processes. The new online appointment system has generated particular frustration, with patients describing it as unnecessarily complicated, featuring intrusive questionnaires and limited flexibility. Reception staff interactions show considerable variation, with some patients praising courtesy and helpfulness whilst others report dismissive or unwelcoming behaviour.
Clinical care quality is consistently praised, with patients describing clinicians as professional, thorough, and genuinely concerned about their wellbeing. Communication regarding test outcomes and follow-up care is generally viewed positively. However, access barriers mean patients struggle to reach these services, creating a disconnect between the quality of clinical provision and the ease of obtaining it. Some patients have transferred to alternative practices due to access frustrations, despite valuing the clinical team.
The practice appears to be operating at high capacity, which may explain some access difficulties. Recent system changes have created mixed results, with some patients noting improvements in callback systems and online repeat medication requests, whilst others find the new appointment process creates additional barriers to care. The variation in patient experience suggests inconsistency in how different staff members handle patient interactions and requests.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Barbara P.
4 years ago
Bad!
Impossible to reach the practice by phone
It is frustrating to experience difficulty reaching the practice, with phone calls frequently going unanswered or being declined, and there being no option to leave a voicemail. Additionally, the manner of the reception staff was disappointing.
S M.
4 years ago
Bad!
New management hasn't improved things much
The new management has provided a disappointing service experience. I am not satisfied with the current standard of care. There is considerable room for improvement in how the practice operates.
Janey H.
4 years ago
Excellent!
Reception and doctors genuinely care about patients
An absolutely wonderful practice, from the moment you arrive at reception through to your consultation. The entire team demonstrates genuine care and concern for their patients' wellbeing.
Eraine J.
4 years ago
Great!
Reception phones are much easier to reach now
I must acknowledge the positive changes that have taken place. The reception team has shown considerable improvement over recent months. I have experienced no significant difficulties when attempting to make contact. I appreciate the efforts made during these challenging times.
Desiree S.
4 years ago
Bad!
Hard to reach reception and unfriendly staff
The reception team is frequently unavailable, requiring lengthy waits of at least half an hour before someone responds. When contact is eventually made, the interactions tend to lack warmth and friendliness.