The Wells Medical Practice
Abbey Court, 7-15 St Johns Road, Tunbridge Wells, Kent, TN4 9TFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled They need better communications
Rated 4 stars out of 5
by Brian - Posted on 17 November 2022
I know we tried not to bother the surgery when Covid was at its height, but I don't find it acceptable that we still have to wait half an hour or more for someone to answer the phone. I would like the surgery to acknowledge that patients generally don't contact them unless we are likely to be worried about something. Sometimes it takes a lot of guts to call the doctor, and having to hang on the phone for a long time, waiting for them to pick up, increases stress. I would expect my doctors' to provide relief from stress, not add to it. Today, half an hour into hanging on and just as I was reading these reviews and simultaneously wondering why there is no email to write to, a lovely lady answered the phone and was very helpful. I'm still leaving this review though, because if there is no email address, enough staff need to be available to answer the phones within 10 minutes at the most - and even that is too long.
Visited November 2022
Review titled The Wells Medical Practice
Replied on 22 November 2022
Dear Brian, thank you for your comments. We are sorry you have had to wait so long to get your call answered. We are aware of the issues and are always looking at solutions. For example we are currently advertising for more reception staff. You can email your prescriptions requests to kmicb.cmc@nhs.net and you can also complete an online triage form via https://clanricardemedicalcentre.webgp.com/ once completed reception will contact you directly with the outcome, this might be an appointment or a direct reply from a clinician. Once again thank you for your feedback it is extremely helpful and aids our continual improvement. Kind regards, Louise Practice Manager
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Review titled Phones? - What phones??
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2022
It would seem this Medical Practice has updated their phone system, yet no one can get through on them, myself included. If the phone system is broken (clearly it is - just read the reviews) then perhaps a newer one is needed? I have tried for 3 days to contact the surgery - to no avail. Time to look elsewhere for a GP who's phones work Hmmm?
Visited October 2022
Review titled The Wells Medical Practice
Replied on 14 October 2022
Dear Patient, we are extremely sorry to hear of your difficulties with getting through on the phone to us. We do all we can to manage the telephone system and have had good reviews on the latest feature which includes a call back function. We would suggest you complete an online e-consult form via our website if you are still having issues getting through to us, the link below will direct you to this : https://clanricardemedicalcentre.webgp.com/treatmentCategory/showAll Thank you for taking the time to leave a review, we will continue to do all we can to improve the system.
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Review titled Bad experience
Rated 3 stars out of 5
by Anonymous - Posted on 28 April 2023
I have reported to the wells surgery about my daughters sleeping issues, blocked nose, distrubed and restless sleep, repeated ear infections, snoring etc more than 4 times since October 2022. All the times symptoms treated with antibiotics or nasal spray, unable to identify exact cause of sleep issue. When we are on vacation in India, the consultant has find out that her Lt nose was 90% blocked with enlarged adenoids, which casuse blocked ear and fluid collection in both ear. Surgery done for Adenoidectomy, myoringotomy with grommet insertion and tonsillar reduction under GA. The GP in wells was not able to identify the diagnosis with presented symptoms.
Visited October 2022
Review titled The Wells Medical Practice
Replied on 28 April 2023
Dear parent, Thank you for raising this feedback. We are sorry to hear your daughter has suffered. We would like to discuss this matter with you further so please do contact us via email gp.g82025@nhs.net and we can reach out directly to explore the root cause and ways in which we can improve. Louise Practice Manager
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Review titled Surgery has become very poor
Rated 1 star out of 5
by Anonymous - Posted on 18 August 2022
You can never get through on the phone. Been on hold with music for 35 mins. Completed an e consult form 10 days ago and no response either. Very poor service. Surgey has gotton so large with so many patients, they cannot service those on the books.
Visited August 2022
Review titled The Wells Medical Practice
Replied on 19 August 2022
Thank you for your submission. We are sorry to hear you're having difficulties getting through on the phone and that your e-consult was not dealt with. If you could please complete an online submission form via our website and we can then reach out directly to you to resolve promptly for you. Here is the link https://www.thewellsmedicalpractice.co.uk/contact-us-form