Wellington Road Surgery

Mixed feelings about newport medical practice

The medical staff are compassionate and supportive, however, the clinic's parking area is extremely limited (as a pedestrian, I notice this), making it challenging to find a spot. Regrettably, securing a face-to-face doctor consultation seems problematic, with most interactions conducted via telephone. I find it frustrating to wait around all day for a potential doctor's callback, especially while juggling work commitments. When I was genuinely concerned about my son (who rarely seeks medical attention), the receptionist suggested consulting a pharmacist, which proved irrelevant in this situation. I had to be extremely assertive to obtain a callback. Fortunately, when the doctor finally contacted me, they were incredibly kind, informative, and reassuring. They promptly arranged blood tests at the practice for my son, scheduling them at a convenient time before school, and prescribed medication. We needed a follow-up blood test three weeks later, but when I called to schedule, they initially claimed I'd need to go to Donnington (despite living just a 5-minute walk from Newport docs). After persistent advocacy, I secured an appointment, though not at the same convenient time as before. The nurse we saw was equally puzzled by the unnecessary complications, particularly since the initial test was doctor-recommended and previously deemed acceptable before school hours. Consequently, I'm reluctant to contact the practice and hesitate to explain my medical concerns to the receptionist. As a side note, the phone wait times are excruciatingly long, especially during the 8:30 am rush.

Terrible service and unhelpful medical staff nightmare

The staff at the front desk are incredibly discourteous. When I requested a sick note, one employee claimed it takes 72 hours, while another insisted it must expire before I can obtain one. I've attempted repeatedly to schedule an appointment with my physician, whom I haven't consulted in over 5 years—which is unacceptable. A few months ago, my workplace strongly urged me to see a medical professional. I underwent blood tests revealing high blood pressure and cholesterol, and I was on the verge of developing diabetes. However, they took no action and never followed up to retest me. Prior to the pandemic, I used to have annual blood screenings, but now that's impossible without a doctor's arrangement. The doctors themselves are pleasant, but the receptionists are extremely discourteous and utterly unhelpful 😔

Frustrating healthcare with zero patient support

Abysmal customer service. It appears they intentionally create obstacles to hinder accessibility. Their default approach to any inquiry is to instruct you to "call back at 8am the next day." Should you fall ill after that designated time, you're left completely unsupported. I'm baffled by how they manage to maintain such an unacceptable level of patient communication and support.

Terrible service and impossible to see a doctor

This medical practice is absolutely dreadful!!!! It's completely impossible to schedule a consultation with the general practitioner! I've been attempting to secure an appointment for nearly two weeks and am continuously told to ring back the next day. The front desk staff behave as if they're medical professionals, which makes obtaining a genuine doctor's appointment totally unattainable. It's an utterly shameful healthcare facility.

Fantastic support that truly saved the day

The staff were incredibly supportive and went out of their way to assist me. Their exceptional customer service truly made a difference. Highly commendable.

Exceptional care from compassionate medical professionals

A heartfelt thank you to the wonderful Receptionists, Nurses, and especially Dr Staite. My blood tests were completed efficiently, and I had a fantastic face-to-face consultation where Dr Staite reviewed my results and medication. The entire service was top-notch and greatly appreciated.

Friendly service that exceeded my expectations

Extremely courteous and prompt in service.

Frustrating healthcare experience with zero communication

I've been trying to get in touch with my physician for more than half a year without success, which is completely unacceptable.

Frustrating wait for a simple telephone consultation

I've consistently found the overall service satisfactory across different departments. However, I want to highlight an issue with scheduling and appointment management. The reception staff instructed me to arrive at the surgery by 8am, which I carefully followed. Subsequently, I spent an entire eight-hour period waiting for a telephone consultation. It would be significantly more convenient if appointments were allocated either in the morning or afternoon, providing clearer and more predictable timing.

Unhelpful receptionists ruin otherwise great medical practice

The medical professionals at this clinic are quite competent, but the front desk staff are seriously undermining their quality of service. They flatly refused to schedule an appointment for my infant to be weighed by a nurse, which was crucial for accurate medication dosing. Instead, they insisted I coordinate with a health visitor who couldn't provide an appointment until late April, and when I expressed concern, their dismissive response was simply "it's fine". As a result, I immediately transferred my medical records to another practice, who promptly weighed my child and sorted out his medication prescription on the same day.

Friendly doctors can't save terrible reception staff

Evaluating this medical practice is challenging because the general practitioners are excellent, but the reception team's poor demeanor significantly detracts from the overall experience. When patients are anxious or unwell, the initial interaction is crucial, and the staff's rudeness creates unnecessary stress. I attempted to escalate a critical matter by requesting a conversation with the practice manager, yet despite my efforts, no follow-up call was ever received. Regrettably, each interaction with the surgery has been increasingly frustrating and unsatisfactory.

Terrible customer service and endless phone wait times

Trying to connect via telephone is an exercise in futility. The wait times are absolutely absurd, and the entire experience of attempting to reach customer service is completely laughable !!!

Terrible service drives me absolutely crazy

Signal's down once more, totally ridiculous. I can't ever manage to connect or make a call.

Frustrating healthcare experience with rude staff

I recognize that the healthcare sector is facing challenges with widespread understaffing and immense pressure, and I want to acknowledge that the staff are genuinely trying their best. Nevertheless, I consistently encounter issues with the reception when making phone calls. Some receptionists come across as discourteous or incompetent. There have been instances where they've provided incorrect appointment dates or times, causing me to miss scheduled visits or require rescheduling. During a recent call seeking an appointment with a nurse or doctor about a potential UTI (apologies for the specifics, but it's pertinent), the receptionist consulted a "colleague" and instructed me to drop a sample in the specimen container, which I did. The subsequent phone interaction with the nurse was particularly abrasive. She criticized me, claiming she was unaware why I'd submitted a sample and didn't understand my symptoms, complaining about the lack of accompanying documentation (I was merely following initial instructions and wasn't informed about additional requirements). When I explained the circumstances and who had directed me, the conversation finally became productive. However, the initial tone made me feel like an inconvenience. Interestingly, I discovered I had a UTI only after being examined at PRH triage for reduced fetal movement, learning this by reading my own urinalysis. The triage experience at PRH was thoroughly unsatisfactory! In summary, healthcare staff and reception should treat patients with more respect during phone interactions and avoid criticizing individuals for following given instructions.

Frustrating medical experience with mixed staff performance

My evaluation centers on the medical personnel, who are exceptional (rating 5), while the administration and supervision score zero. I went for my covid booster injection today, but was informed I was ineligible because 180 days had not elapsed since my previous vaccination. I explained that they had personally invited me to schedule an appointment, providing three specific date and time options. The supervisor insisted the booking process clearly required a minimum 180-day interval. My lengthy journey back from Cornwall and the inconvenience were completely disregarded. Upon returning home, I carefully reviewed the original communication and discovered the text actually stated 'approximately 180 days', not 'at least'. In reality, only 173 days had passed since my second dose. I have rescheduled the appointment, but strongly recommend the supervisor undergo comprehensive retraining to improve communication and customer service understanding.

Exceptional care that truly makes a difference

A truly exceptional healthcare provider Every interaction has been marked by courtesy, expertise, professionalism, and comprehensive care We feel incredibly fortunate to be patients at this outstanding medical practice

Friendly and efficient service from helpful dave

Outstanding customer support, with Dave providing exceptional assistance throughout my interaction.

Disappointing service at this medical facility

A few of the front desk staff come across as uninterested and indifferent, and I've encountered more engaged physicians throughout my experiences. I understand this is a challenging period, but the medical care at this facility urgently requires improvement.

Disappointing product with limited usefulness

Didn't provide much assistance or value

Amazing healthcare experience at local surgery

Absolutely outstanding medical practice! Without a doubt, this is the most exceptional healthcare provider I've ever encountered. Scheduling appointments is always convenient, the front desk staff are welcoming and supportive, and the medical professionals demonstrate remarkable compassion and attentiveness (Dr. Todd and nurses Michelle and Melanie are particularly wonderful). I cannot recommend this surgery highly enough :)