The Wellcome Practice
Dartford West Health Centre, Tower Road, Dartford, DA1 2HAContact details and opening times
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Reviews
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Review titled Honest review
Rated 3 stars out of 5
by Anonymous - Posted on 04 April 2025
I agree with others on here about doctors not caring anymore , they don’t know the patients anymore and they don’t seem to know an awful lot about medicine either these days . I have not a lot of confidence in going to a doctors anymore, all they see to do is pass the buck and refer , I would like to know if they feel the same way ?? The staff who work in these places are badly trained and prob seem like they don’t care but I truly think it’s more they don’t know what they are doing and don’t get the right support from doctors/managers . The being sent to the pharmacy is an absolute cop out on lots of ways . But sometimes the pharmacist is more knowledgeable and you get better care . But when you go to them they actually say you need to go to a doctor . I would like to know how these surgeries have got so bad . People think the doctors surgeries are NHS , they are not , they are privately run by the partners of the surgery and they are given a certain amount of money via the NHS on how many patients they have . So this is probably why the service is so bad , the doctors choose their hours etc . This is My experience in not just this surgery . The lack of care is just going to get worse .. god help us .
Visited April 2025
Review titled The Wellcome Practice
Replied on 11 April 2025
Dear Patient, Thank you for your feedback. I am sorry to read your review. Please contact the surgery via email to: admin.g82056@nhs.net and our complaints lead will look into the points you have raised. Thank you Practice Manager
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Review titled References phone calls never go through
Rated 2 stars out of 5
by Anonymous - Posted on 21 February 2025
I complied with the online triage and submitted all the information online. Unfortunately I missed the Practice's call because I was working. So I called them back during the correct hours, specifically asking for references and was the first person in the queue. However, the line repeatedly disconnects from the reception. They never, not once, pick up, and on top of that they just disconnect the call forcing me to call and call again, gambling each time what number in the queue I will be. Which is irrelevant, because the transfer fails each and every single time and I never get connected. Why offer a separate connection choice if they are never going to pick up? At this point if feels entirely wilful and callous; they ask people to call only to deliberately ignore them and disconnect the call. Naturally, no references go through and this will have adverse outcomes for the practice, simply because the receptionists do not care to answer a phone.
Visited February 2025
Review titled The Wellcome Practice
Replied on 11 April 2025
Dear Patient, Thank you for review and apologies for the late response. I am the new Practice manager for The Wellcome Practice and have only just received access to this site. My aim is to respond to all reviews no matter how old they are. Please accept my apologies for the experience you have had. If you would like me to investigate this further, please contact me with the your details via email on: admin.g82056@nhs.net Thank you Mrs H Malcolm Practice Manager
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Review titled Apparently requested a sick note for bereavement???
Rated 2 stars out of 5
by Anonymous - Posted on 25 February 2025
Received 2 voicemails regarding a request for a sick certificate for my dad who passed away recently. I was in Barbados with my dad who was alive and well! When I called the surgery upon my return this morning I received no explanation and still have not received a call from this Doctor (perhaps because she had called me twice and stated she would only call twice) or any other personnel as to why I received these voicemails or apologising for causing me any distress. I’m glad I never retrieved the call whilst with my father enjoying what is possibly our last holiday together as we were told the day after Boxing Day that he only has possibly 18 months to live. I would like an explanation regarding such an error being made and hope the patient who has lost their father has been contacted correctly by this practice. Since they have merged as the wellcome practice it is an appalling service, never speaking to the same doctor twice!
Visited February 2025
Review titled The Wellcome Practice
Replied on 11 April 2025
Dear Patient, Thank you for review and apologies for the late response. I am the new Practice manager for The Wellcome Practice and have only just received access to this site. My aim is to respond to all reviews no matter how old they are. Please accept my apologies for the experience you have had. If you would like me to investigate this further, please contact me with the patients details via email on: admin.g82056@nhs.net Thank you Mrs H Malcolm Practice Manager
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Review titled Lack of response
Rated 3 stars out of 5
by Anonymous - Posted on 08 February 2025
Phoned for appointment just after 8am to hear so many on phone cannot queue and try tomorrow. Phone went dead. Tried next day without success so filled in online. A few days later had a pre arranged Dr appointment and she diagnosed what was wrong. 2 weeks later got a call to say could I go down to surgery within half hour. Apparently a response to my online application and this was the earliest they came back. Now they have changed booking system will it be a couple of weeks each time before anybody bothers coming back. Are there response times to work to?
Visited January 2025
Review titled The Wellcome Practice
Replied on 11 April 2025
Dear Patient, Thank you for your reviews and apologies for the late response. I am the new practice manager for The Wellcome Practice and I have just received access to this site. I am trying to respond to all reviews, no matter how old they are. I do apologise you have had a bad experience in January. We have moved over now to a total triage system in February 2025. To make an appointment to see a GP, Paramedic or to access any other of our practice services. Please visit the practice website, your NHS App or NHS Patients - eConsult to complete an e-Consult, This will be triaged by a clinician, you will then be navigated to the most appropriate health care professional to meet your needs. we aim to offer: same day, 24 hour and routine appointments within 7 days with a GP, and up to 4 weeks with a nurse, physio and pharmacists. If you are unable to navigate the website, NHS App or complete an e-Consult, please contact the practice and a member of our Reception Team will be able to assist you. You can still book nurse, phlebotomy, clinical pharmacist and first contact physiotherapist (FCP) appointments via telephone or at the reception desk. The practice website contains all the relevant practice information that you are likely to require. It is the quickest way to access the services you may need. Thank you Mrs H Malcolm Practice Manager
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Review titled Lack of bed side manner and extremely insensitive
Rated 1 star out of 5
by Anonymous - Posted on 03 October 2024
Awful service from a senior gp at this practice for an elderly person , this doctor has a duty of care and the attitude and comments on what was said to me over the phone about the patient was extremely upsetting and very poor , inconsiderate and above all failed duty of care for their patient . Advice given was ring and book patient in for routine appt . When back in the area . This appt does not seem a routine appt no advice given , and no attempt to ring the people who asked for the phonecall /visit , I understand while out the area no visit but phonecall should not have been a problem . This doctor should not be a GP in my view . What was said in the phonecall re: about the patient was just not exceptable and cruel in the way this comment was put across without even seeing the patient or assuming other medical conditions or assessments (not seeing or knowing the patient) did not care at all , Why does this doctor still practice medicine? Once you start to not care about people isn’t that time to leave the profession?? I also have to add we got cut off so I rang back to ask for another phonecall back which did happen , I said thank you for ringing back and the answer to that was I have tried a few times which is not so . To hear or look into what this doctor said about treatment re: the patient then go onto the call which has been recorded.
Visited October 2024
Review titled The Wellcome Practice
Replied on 11 April 2025
Dear Patient, Thank you for your review. Please accept my apologies for the very late response, I am the new practice manager for The Wellcome Practice and have only just gained access to this site. I am looking into the reviews that have been left and intend to respond to them all, no matter how old they may be. If you would like me to investigate the issues that you have raised, please contact the surgery with the patients name and date of birth and and we will look further into this for you. Please contact: admin.G82056@nhs.net Thank you Mrs H Malcolm Practice Manager
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Review titled No care and lies
Rated 3 stars out of 5
by Amy - Posted on 08 June 2024
Absolutely disgusted with the service I received from The Wellcome Practice yesterday. I had booked a telephone appointment for my 5 year old daughter who needs more medication for tonsillitis and suffering quite badly. As I missed the call, I called back and asked politely if Dr could call me back. The receptionist was very helpful and said that the doctor will do. I then received a text message 5 minutes later saying that Dr will not call me as she called me twice. This is a lie. The doctor called me once at 14.12 on 7.6.24 and no other times. Dr refused to call me back and help my daughter and advised to go to urgent care on Friday night. The lack of help and care for my daughter as well as the lies is disgusting. I never received this type of service prior to the surgery merge.
Visited June 2024
Review titled The Wellcome Practice
Replied on 10 June 2024
Can you please email the surgery - admin.g82056@nhs.net with your information so we can look into this. Thanks
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Review titled Pathetic Admin Service
Rated 2 stars out of 5
by Aatif Naqash - Posted on 01 June 2024
Since I moved to this GP surgery in January 2024, I have encountered persistent issues with accessing my full medical records via the MyGP app and the NHS app, as well as adding my son as a dependent in the MyGP app. Despite numerous email exchanges with the surgery, these issues remain unresolved. One day, I discovered that my patient access online account had been deleted by the surgery due to confusion while attempting to fix my son's dependent profile. I have since re-registered my patient access online account and re-setup the MyGP app, but I still cannot view my full medical records in the MyGP app. Additionally, I am unable to see any GP records in the NHS app. I have been repeatedly referred between NHS app support, MyGP support, and the surgery. Recently, MyGP app support informed me that the surgery had not entered my mobile number in my son's account, preventing me from adding him as a dependent. Despite months of emails, I am still unable to view my full records in either app or add my son as a dependent in the MyGP app.
Visited May 2024
Review titled The Wellcome Practice
Replied on 11 April 2025
Dear Aatif Naqash, Thank you for your review. Please accept my apologies for the very late response, I am the new practice manager for The Wellcome Practice and have only just gained access to this site. I am looking into the reviews that have been left and intend to respond to them all, no matter how old they may be. If you are still experiencing these issues, please contact the surgery and we will look further into the issues you are having. please contact; admin.G82056@nhs.net Thank you Mrs H Malcolm Practice Manager
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Review titled Unacceptable Service
Rated 1 star out of 5
by Anonymous - Posted on 19 April 2024
Absolutely appalling service. I called to book an appointment to see the GP today to be told I have to be referred to the pharmacy in the first instance, I explained I did not want to see a pharmacist but a GP to be told no we have to book with pharmacist first. I asked about patient choice to again be told I cannot request to see a GP and the reason being is to take the pressure off the Doctor, but it seems its ok to put pressure on the poor pharmacist as clearly they are not busy enough. The NHS is an absolute farce these days. I truly believed that training to be a GP was a vocation and wanting to help sick patients, clearly this is not the case anymore. I cannot fault the Receptionist as she is only doing her job and i feel for them as they are the ones on the frontline having to take all the backlash from unhappy patients and do a truly amazing job. I have heard other patients commenting that Doctors need to do their jobs they are paid to do and actually see patients which I totally agree with, it seems that since Covid and the merge of both Orchard and Maple Practice the Dr's have no desire to actually provide face to face patient care and seem to have no compassion what so ever. Every time I try and contact the Surgery it seems that it is a complete battleground to get any form of service from the so called Surgery these days. It won't be long before we have no NHS. I don't think my comments will make any difference because I truly think the Surgery/Dr's really do not care.
Visited April 2024
Review titled The Wellcome Practice
Replied on 22 April 2024
Thank you for your feedback, if you would like to email the surgery with your complaint on admin.g82056@nhs.net. You can also complete and Econsult online or book an appointment via the NHS app which are released every morning at 8am.
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Review titled Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2024
I requested my repeat prescription via the prescription email in plenty of time so that I would not run out, I received the automatic reply to say it was being processed. A couple of days later I received a further email stating my prescription was with the GP for signing, I went to my chemist after work the following day which was a Thursday evening my prescription was not there, following this I called the Surgery to be told I need a Medication review, I explained I had a review 2 months before, I asked why I had not been contacted and why do I need another review so soon after the last, which the Receptionist could not answer apart from saying I need a review. She then sent me a booking link the earliest date available was for 3 weeks time, so I would be without my medication until then. I called the Surgery back to be told in no uncertain terms there was nothing that could be done and to call at 8.00 in the morning, an absolutely joke and not helpful. I tried calling at 8.00 the next morning(Friday), where a message stated cannot take your call at the moment and call back later and cut me off, so frustrating, however I persevered and finally found myself caller number 28 and to press 5 for a call back. An hour later I received my call back to be told no appointments, I then had to explain the whole story again about my medication and said I would run out long before my review, I was told by the Receptionist she would put a request into the GP for enough to tide me over and it would be at my chemist later that day.I decided after work which was now 5pm on a Friday evening, to call and check the prescription had been signed off before going to the chemist, I was told it was still with the Doctor, asked if someone could ask the Doctor to sign it off as I would not have enough medication for the weekend of course the Receptionist would not ask, I said so its ok for me to go without my medication then, this is just not acceptable, if I was not compliant with my medication I'm sure the Doctor would have something to say about that, but it seems it's ok to go without when it suits the Surgery. I was finaly able to collect my medication on Monday afternoon, so had to go with my medication for the whole of the weekend, unbelievable. The communication is shockingly bad, I requested my medication in plenty of time, nobody bothered to contact me, I had to keep going backwards and forwards to find out if I was going to get my medication which I might add I have been on for years so what is the problem and why did I need another med review so soon after the last one, nobody seems to know anything and to top it all I have to battle withe 8.00 scrum with the rest of Dartford, just not good enough, total incompetence. The Surgery needs a good shake up and start looking after their patients. Clearly there needs to be better communication and staff training as know one seems to know anything. Very, very unhappy patient
Visited March 2024
Review titled The Wellcome Practice
Replied on 11 April 2025
Dear Patient, Thank you for your review. Apologies for the very late reply, I am now the new practice manager for The Wellcome Practice and have just received access to this site. My aim is to respond to all of the reviews left, no matter how old they are. We are very sorry you had a bad experience with ordering your medication and obtaining a medication review in a timely manner. we have moved over to a total triage system and this has alleviated some of the 8am rush on the telephones. The GP will initiate any prescription that they determine you require. Repeat prescriptions can be ordered in the following ways: • In person – By ticking the required medications on your prescription and placing it in the dedicated box or at the reception desk. • By telephone (only vulnerable patients) – Please call the practice between 10am and 6pm. • Online – Please log in and order via our website, NHS App or via email: kmicb.prescriptions.thewellcomepractice@nhs.net • Please ensure you have at least 14 days’ worth of medication left when ordering a new repeat prescription, as some pharmacies can take up to 48 hours to process your prescription request once received from the surgery. Please allow at least 72 hours (3 working days) for the surgery to process your prescription request when ordering repeat prescriptions. (Excluding weekends and bank holidays) If you would still like to speak to us about the issues you have had, please contact via email on: admin.g82056@nhs.net and I will be happy to speak with you. Thank you Mrs H Malcolm Practice Manager
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Review titled Abysmal
Rated 1 star out of 5
by Pat - Posted on 25 September 2023
I dreaded having to telephone for an advance appointment. Having been told that instead of being able to arrange one during the day when the 8.00 am scrum has ended, this is not possible. One must join the mob at 8 or do without. This,although it is a doctor wanting to contact me, and not me being a patient annoyingly requesting an appointment. I am now attempting econsult to thwart another dehumanising phone conversation with reception.
Visited September 2023
Review titled The Wellcome Practice
Replied on 11 April 2025
Dear Pat, Thank you for your review. I would like to apologise for the experience you have had, and please accept my apologies for this very late response, I am the new practice manager for The Wellcome Practice and have just received access to this page and I am now looking at all all of the reviews that have been left, and wish to try and sort out any issues no matter how old they are. We have now changed our booking system to a total triage and this has alleviated some the 8am rush on the phones. The Wellcome Practice introduced a Total Triage System in February 2025. To make an appointment to see a GP, Paramedic or to access any other of our practice services. Please visit the practice website, your NHS App or NHS Patients - eConsult to complete an e-Consult, This will be triaged by a clinician, you will then be navigated to the most appropriate health care professional to meet your needs. If you are unable to navigate the website, NHS App or complete an e-Consult, please contact the practice and a member of our Reception Team will be able to assist you. You can still book nurse, phlebotomy, clinical pharmacist and first contact physiotherapist (FCP) appointments via telephone or at the reception desk. The practice website contains all the relevant practice information that you are likely to require. It is the quickest way to access the services you may need. Thank you Mrs H Malcolm Practice Manager