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 Amazing service!
Rated 5 stars out of 5
by Joanne - Posted on 09 July 2024
I have only had positive experiences booking with Amina. I have used it twice and have been booked in for a face to face appointment on the same day, with the surgery calling me within an hour of the request. Really friendly and helpful staff. Thank you!
Visited July 2024
Review titled The Wells Medical Practice
Replied on 11 July 2024
Hello Joanne, Thank you so much for sharing your positive experience with us and using Amina. We're thrilled to hear that you've received such prompt and friendly service. Our team works hard to ensure our patients get the care they need quickly and efficiently. Your kind words mean a lot to us, and we'll be sure to pass on your thanks to our staff. We look forward to continuing to provide you with excellent service in the future. Kind regards, Louise Practice Manager
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Review titled Mandatory online booking system is worse than useless
Rated 2 stars out of 5
by Chris - Posted on 18 June 2024
While I have a reasonably positive experience at the clinic, the "Anima" online booking system is so frustrating, it's worse than useless. Reams of irrelevant forms to fill out. No notification (no email, no text, no push notification) when your repeat prescription request was answered. You'll have to check the website on a daily basis (to see if the request completed) and then call the clinic to find out if your repeat prescription was actually issued or not (because the website only shows that the request was completed - not whether the prescription was issued). When I brought this up with the staff at the clinic, they said it's too much work to send emails in response to the high number of requests they receive. "Anima" only accepts requests during certain hours of the day, despite it being a website! Unbelievably self-defeating bureacracy. A classic nhs technology / process failure. (oh and I cannot capitalise the term nhs because this website rejects the review if I do - beyond parody) The other irritating thing about the clinic is that there are multiple floors with receptions and waiting rooms. It's always a lottery as to which one you're supposed to be on. No one tells you in advance, so you have to get in the lift and try each one until you succeed. I kid you not.
Visited June 2024
Review titled The Wells Medical Practice
Replied on 20 June 2024
Hello Chris, Thank you for your feedback. You have listed a few concerns that we would like to investigate further, as we are committed to improving our services. We understand that the 'Anima' system has a lengthy questionnaire. This has been noted in feedback, but the detailed questions help us direct you to the appropriate care when we receive the completed forms. The system operates from 07:30 to 16:30, which allows our triage team to complete their work safely. Unfortunately, due to resource constraints, we cannot operate 24/7 like a typical website. Outside of our core hours (08:30 to 18:30), you can access the self-help option or contact NHS 111. Regarding prescriptions, we have a dedicated phone line and email address. However, most patients find using the NHS app for repeat prescriptions the most convenient, as it provides updated status information. The floor issue you mentioned has been addressed with additional signage, and our team makes extra efforts to ensure you are waiting in the correct area for your appointment. We always advise checking in on level 1 so you can be directed accordingly. Please email gp.g82025@nhs.net with your full details so we can thoroughly investigate this matter for you. Kind regards, Louise Practice Manager
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Review titled Excellent care for my mum
Rated 5 stars out of 5
by Sue Shepherd - Posted on 07 June 2024
Called the surgery on a Friday lunchtime as my 93 year old mum was feeling unwell. A very friendly and helpful receptionist took a full history and explained what would happen next as they had recently introduced a new triage system. I was informed that the duty GP was already looking at the request as it had been prioritised and within an hour mum had received a call and a prescription had been issued. Absolutely excellent. Thank you all so much, it gives me such peace of mind to know how brilliantly your surgery operates.
Visited June 2024
Review titled The Wells Medical Practice
Replied on 10 June 2024
Hello Sue, Thank you for sharing your experience with us. We are delighted to hear that your interaction with our surgery was positive and that your mother received the care she needed promptly. Our team strives to provide efficient and compassionate service. We appreciate your kind words regarding our new triage system and the dedication of our staff. Feedback like yours reinforces our commitment to continuously improving our services to better meet the needs of our community. Warm regards, Louise Practice Manager
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Review titled Great Service
Rated 5 stars out of 5
by Anonymous - Posted on 29 May 2024
I get very nervous & try not to visit the doctor unless absolutely necessary, but recently got to breaking point with my symptoms. During various telephone & face to face appointments, I’ve felt like the doctor has really listened & never rushed me. Got told there was a waiting list for the treatment needed, then had a call 5 minutes later from reception with a cancellation for the following week! Excellent service, so efficient & I won’t be as nervous to visit next time I have a problem.
Visited May 2024
Review titled The Wells Medical Practice
Replied on 29 May 2024
Dear Anonymous, Thank you so much for taking the time to share your feedback. We understand that visiting the doctor can be a nerve-wracking experience, and we're delighted to hear that you felt listened to and not rushed during your appointments. It's wonderful to know that our team was able to promptly offer you a cancellation slot, ensuring you received the necessary treatment sooner than expected. Your kind words about our efficient service and the positive impact it had on your nerves are greatly appreciated. We are committed to providing compassionate and timely care to all our patients. Please don't hesitate to reach out whenever you need us; we're here to help. Kind regards, Louise Practice Manager
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Review titled No Gp
Rated 2 stars out of 5
by Anonymous - Posted on 09 February 2024
I had a appointment with the doctor and they phoned me on the day to say she had to go because of sickness. I was already there and she said will see me. I sat there for about a hour. A very nice lady who saw me found out the doctor had gone. Went to see the lady at the front desk and she said that would not happen but it had. So did not get to see a doctor 🤔
Visited February 2024
Review titled The Wells Medical Practice
Replied on 16 February 2024
Dear Anonymous, thank you for your review. We aren't clear what you are referring to and would suggest you reach out to GP.G82025@nhs.net if you would like us to look into this matter further and improve future experiences for you and all patients. Kind regards, Louise Practice Manager
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Review titled Speedy Blood Test
Rated 5 stars out of 5
by James - Posted on 17 May 2023
In and out of the practice within five minutes as excellent professional phlebotomist extracted blood from me swiftly with kindness and care. Taking blood thinners daily can make blood tests a painful and lengthy process - not here - superb! Thank you.
Visited May 2023
Review titled The Wells Medical Practice
Replied on 22 May 2023
Dear James, Thank you for your comments. We are so pleased to hear you had a great experience with us when having your blood taken recently. We will share your positive feedback with all our staff and hope to continue to provide this service for all our patients. Many thanks Louise Practice Manager
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Review titled Superb Care
Rated 5 stars out of 5
by James Brown - Posted on 16 May 2023
I have been a patient of this practice since moving to Tunbridge Wells almost 15 years ago and it is quite simply superb. The whole team are excellent, the receptionists, nurses, phlebotomists, doctors and pharmacist; they treat you as an individual and you feel cared for. I recommend them regularly to friends and family and their support is incomparable to anything that others receive. I feel lucky to be a patient of this healthcare practice. Thank you.
Visited April 2023
Review titled The Wells Medical Practice
Replied on 17 May 2023
Dear James Brown, Thank you greatly for your kind feedback. All staff will be made aware of your thoughtful comments. We are thrilled you feel this way about the care we provide. Best wishes, Louise Practice Manager
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Review titled unbelievably unreliable
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2023
I have been told I would have my scan results emailed to me by the practice manager, week later and had to call again to chase them up. if I failed to deliver like this at work I would be sacked.
Visited February 2023
Review titled The Wells Medical Practice
Replied on 14 February 2023
Dear Patient, thank you for your feedback. Unfortunately as you have left your review anonymously we cannot resolve this matter for you. The practice has a large admin team whose role it is to deal with hospital results/letters this does not usually sit with the Practice Manager so we are concerned why you were told this was the case. If your complaint has not yet been resolved please do ring and ask to speak to the Practice Manager directly or email gp.g82025@nhs.net advising of your request for contact and include your name and date of birth. We are sorry our service to you has fallen short on this occasion. Elle - Office Manager
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Review titled Very good service
Rated 5 stars out of 5
by A Bovey - Posted on 05 December 2022
Getting through on the phone has been transformed by the very good call back service. I needed to see a Doctor twice in 4 days. Each time I called at 8.30am to get into the automated queue for a call back, which worked well. I was given a same day appointment to see my own GP on both occasions. The appointments were both on time. I had the best continuity and quick treatment, which probably prevented me from going to hospital. Add to this a very efficient ‘waiting’ service from the chemist in the same building. Excellent service all round enabled me to recover well from a severe chest infection.
Visited December 2022
Review titled The Wells Medical Practice
Replied on 06 December 2022
Dear A Bovey, thank you for your feedback. We are thrilled to hear of your positive experience with us. The phone upgrade was long overdue and is extremely rewarding to now know patients can access us a lot quicker, as we strive to deliver the best service possible under the continue stresses the NHS faces. Thank you again for your feedback. This will be warmly received by all practice staff. Kinds Regards, Louise - Practice Manager
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Review titled Very unreliable
Rated 1 star out of 5
by Anonymous - Posted on 11 November 2022
I wanted a change to my prescription and sent an eConsult. I had no response for a week. The following week I sent two emails to the prescriptions email address about this. No response for a week. The next week I sent another eConsult and finally got the response I needed. Partner went to see a private consultant (thereby saving the NHS money). The consultant wrote to the practice requesting a prescription. Two weeks later I had to chase my partner's prescription via eConsult. He got his prescription, but only 2 weeks' supply instead of 6. I am back to chasing them again and we will incur another prescription charge. I have given up trying to contact the practice by phone.
Visited November 2022
Review titled The Wells Medical Practice
Replied on 14 November 2022
Dear patient, thank you for your feedback. We are sorry to hear of the delay in response from us. Please email gp.g82025@nhs.net stating your details so we can fully investigate this for you. Kind regards, Practice Manager