Wellspring Medical Practice

Quick response to my online query

This practice has consistently provided outstanding care for my family. When I recently experienced a finger infection, I submitted an online consultation and received a prompt response in just over a quarter of an hour. The service was exemplary.

Short notice appointment made easy

Excellent team members, availability for urgent bookings and helpful reassurance throughout the visit.

Straightforward appointment experience at my practice

I attended my appointment at the practice.

Staff were helpful and genuinely supportive

I'm grateful to the entire team for their consistent helpfulness and the valuable assistance, guidance, and support they provided throughout my experience.

Couldn't get face to face appointments

Disappointing experience overall. When face to face appointments are available, there seems to be a tendency to attribute most issues to common viral causes. This has frequently led us to seek care elsewhere at urgent care facilities to obtain alternative diagnoses.

Staff really listened and helped me through

I am extremely grateful for the outstanding support and guidance I have received from everyone at the practice recently. The entire team, including reception staff, clinical nurses, and clinicians, have demonstrated exceptional care and compassion throughout my interactions with them. I cannot speak highly enough of their professionalism and dedication. My sincere appreciation goes to all involved.

Reception staff seemed disengaged during visit

I usually see a regular nurse who is excellent at what she does. On this occasion, I was seen by a younger member of staff who seemed to lack enthusiasm and appeared keen to rush through the appointment. I feel the overall standard of care at this practice has declined.

Supportive staff made me feel heard

Excellent practice with a wonderful team. The staff members I've encountered have been outstanding and provided excellent support and assistance throughout my visits. I have no complaints whatsoever and would strongly encourage others to consider this practice.

Receptionists unhelpful with hospital update delays

I decided to leave this practice after approximately six years as a patient. Throughout my time there, I found many of the reception staff to be unwelcoming and unhelpful. My main concern was how hospital correspondence was managed. On one occasion, I experienced a significant delay of around a week before receiving an important update from the hospital, and I felt the response to my frustration was dismissive rather than apologetic, with an explanation that messages were not reviewed on a daily basis.

Phone system makes getting through difficult

The automated phone system repeatedly delivers the same message throughout the waiting period, making it difficult to reach the practice. The recorded greeting appears to cycle multiple times during a brief hold, creating a frustrating experience. I found the telephone system less user-friendly than those used by many commercial call centers.

Booking system makes it impossible to plan ahead

Update: Avoid calling shortly before the extended midday break period. The incoming call queue tends to be discontinued so staff can take their lunch, resulting in wasted effort on your part. The practice has been satisfactory until lately. The clinical staff are excellent, and administrative personnel appear approachable, however the administrative systems are problematic and appear to be deteriorating. For instance, over the past couple of days I've been unable to secure an appointment slot, and this isn't for urgent needs—I'm actually requesting availability several weeks ahead. I've been advised that a clinician will contact me, and I've specified a particular time window due to work obligations. Since my job prevents me from being available to take calls during certain hours, calls inevitably arrive outside this window, which proves inefficient for all involved. I'm genuinely uncertain about the best course of action, and it may be worth considering transferring to another practice. I'm unable to manage a system where I'm contacted at an unpredictable time, given that I work full-time. This arrangement primarily suits those without standard employment (those not in work, retirees and similar) and those requiring urgent clinical attention (though I would question whether this is the most appropriate method).

Can't reach anyone despite surgery being open

Difficult to reach anyone by telephone despite the practice being open.

Practice closed for lengthy lunch break

The practice took an extended break during midday hours, which seems inconsistent with concerns about the NHS being stretched thin.

Helpful pharmacy and GP working well together

Visited the pharmacy, though the prescription came from my GP practice. Both the pharmacy and GP surgery were excellent and provided helpful support.

Reception ignored custody instructions and caused rush

Called to arrange an appointment for my child, making clear that I should be contacted with the details rather than the other parent due to our family circumstances. Despite this instruction, the practice sent the appointment notification to the other parent instead, leaving us only 10 minutes to prepare and requiring us to hurry to the surgery. The reception staff offered no apology when I raised this, instead attributing the error to someone else. We then experienced a significant wait of over 45 minutes beyond the scheduled appointment time, with no communication or acknowledgement from reception staff regarding the delay.

Easy to book appointments when needed

The administrative team and clinical staff have been friendly and supportive, and I have consistently been able to secure appointments when required.

Receptionists abrupt and follow-up care lacking

I have found it challenging to receive satisfactory care at this practice, as I frequently need to follow up on test results and subsequent treatment recommendations. The reception staff can come across as rather curt on occasion. Update - I attended for assessment of back-related concerns and was advised that exercise guidance would be provided. However, the link supplied directed me to informational content about the condition rather than actual exercise instructions, which were not available on the website. Further update - I was prescribed a medication for a skin condition, and upon researching it independently, I discovered it can potentially cause mood changes, sleep disturbances and other serious side effects. I feel this medication may not have been appropriate given my existing health concerns, and I believe this should have been discussed with me beforehand. I am relocating to another practice as I consistently feel dismissed during appointments. Several years ago, I attended regarding low mood and felt judged rather than supported, with the suggestion to independently source mental health services online. This discouraged me from returning for some time. On a subsequent visit for ear-related symptoms, I was advised to use a home remedy, yet when I consulted the pharmacist the same day, they provided a targeted treatment that resolved the issue within days. The care here has felt inadequate, though I must acknowledge that one staff member who performed a cervical screening was exceptionally professional and put me at ease. I wish the rest of the team demonstrated similar standards. Update: Six months after changing practices, my current doctor identified a nutritional deficiency that had not been flagged from my previous test results, despite my having waited for them. Curiously, I had instead been recommended a different supplement at the time, which my new doctor confirmed was unnecessary based on the same test data. Additionally, no investigations were conducted into potential triggers for my long-standing skin condition despite five years of symptoms. My new doctor expressed surprise that this avenue had not been explored, particularly given the widespread nature of the rashes and associated systemic symptoms. I remain frustrated by what I perceive as a lack of thoroughness in my previous care.

Receptionists took time despite busy workload

I'm delighted to have joined this practice. The reception team are wonderful and, despite managing a heavy workload, they consistently make time for patients. The nursing staff are excellent and demonstrate genuine understanding and compassion. I've had one appointment with a GP who was equally lovely, taking time to listen carefully without making assumptions and having a proper conversation with me. I couldn't speak more highly of them.

Reception staff overstepped with medical advice

One clinician at this surgery is fantastic, and I've primarily had dealings with them and another female clinician since joining the practice. My child had a persistent cough and cold lasting several weeks before I brought them in, as I prefer not to use appointments unnecessarily. The receptionist provided feedback over the phone suggesting that several weeks of coughing isn't unusual for a child, though they did arrange an appointment. At that visit, I was advised the symptoms would resolve with over-the-counter pain relief and ensuring adequate fluids. After another few weeks with no improvement, I returned for another consultation and received the same guidance. A further two weeks passed with my child still unwell, and I became concerned when they began experiencing breathing difficulties during sleep. When I saw the clinician I mentioned earlier, they prescribed antibiotics, which resolved the prolonged illness within five days. I'm very grateful for this intervention and will request to see them whenever possible going forward. I also contacted the surgery two days ago regarding my asthma, which flares up when I have colds or flu, and I currently have a respiratory infection. I requested a prescription for an inhaler. The receptionist advised me that an inhaler wouldn't be necessary as asthma shouldn't be triggered by a cold. However, when I saw the clinician, I was prescribed both an inhaler and steroids. The clinician deserves five stars for their care. However, I feel the reception staff overstepped their role by providing medical opinions, which I felt was inappropriate given their position is not a clinical one.

Reception staff made appointment requests difficult

I've decided to switch to a different practice. After a couple of months here, I've found the experience disappointing. The reception team's manner has been off-putting, with visible signs of frustration when booking appointments, which seems counterintuitive given that's a core function of the service. I requested a prescription that was supposedly ready by afternoon, but when I returned the next day to collect it, it hadn't been processed at all. The pharmacy staff kindly provided an emergency supply to help me out.