Wellbrook Medical Centre
Welland Road, Hilton, Derby, Derbyshire, DE65 5GZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Reassuring experience
Rated 5 stars out of 5
by Paul Ellis - Posted on 10 March 2024
Same day appointment wasn’t available, I was ok with that as I was trying to fit it in around my work hrs. I wasn’t overly concerned with my health issue, just concerned. A morning appointment was arranged for the following Tuesday. Reception staff were easy to talk to, helpful and very pleasant. On the day I saw a PA , which again I was fine with me (knowing what a PA is) I was listened to, questions were asked, no obvious problem is found during examination. It was felt that I should be referred to see a Consultant. That was quickly arranged and I attend Burton Hospital a few days later. I was diagnosed with a problem. MRI, CT scan ECT and another appointments, surgery is is next week. All in 3 and half weeks from initial appointment. NHS experience has been fantastic. The Welbrook Health Center again has been great. The PA was confident, reassuring and explained why further investigation was thought necessary. The whole experience has been positive.
Visited February 2024
Review titled Wellbrook Medical Centre
Replied on 12 March 2024
Thank you for your feedback about your recent contact with the surgery. I'm glad you had a positive experience and will pass this on to the team.
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Review titled Dreadful p
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2024
Been a patient for 25+ years and its a complete joke trying to get an appointment. My son is travelling to South America in April he handed in forms to request jabs for travelling with 6+ weeks notice. 2 weeks later told no appointments -he now has to pay privately to have them done in Hatton as there are no appointments in time. Complete joke. Tried for over a week to get an appointment for myself - they advise times to call -you are in a queue and they cut you off and tell you to call back. They are shocking
Visited February 2024
Review titled Wellbrook Medical Centre
Replied on 06 March 2024
We are very sorry to hear you are struggling to get an appointment at the surgery. We have faced increased demand over the winter period and staff absence has impacted this. We are offering the most amount of appointments that we can with the resources we have, whilst making sure that we keep working levels safe for our staff. We would encourage all patients to challenge their local MPs for a review of Primary Care Funding as General Practice has been chronically underfunded for years and the impact is now being felt by patients not just at our practice, but across the country.
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Review titled Poor mental health relations.
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
Very bitterly disappointed on my most recent appointment. I am sadly a very complex case in the mental health field, severe abuse and psychological trauma, leading to multiple physical and emotional conditions. Suffering in excruciating pain on a daily basis. It saddens me greatly the level of incompetence displayed at my last appointment. The doctor was patronising and condescending towards me, and when i told the doctor the advice my mental health cpn had given me, she actually laughed. Following my words the doctor sat back in their chair and chuckled. Unforgivable. My confidence is already at rock bottom, and following this abhorrent behaviour on the Doctors part , i can not and will not ever return there. Everything is on my file regarding my condition, and the Doctor knew this. This Doctor made me feel so low, i found it degrading and humiliating. And this has now put me back Months and in a very bad place. Mental Health is very very difficult to cope with, and i believe the Doctor was/is fully aware of my situation. Doctors are supposed to be professional, they are supposed to understand and they are supposed to treat their patients in the right manner. Condescending, and laughing at a mentally ill patient with decades of severe psychological scarring is beyond belief in my book. I left the surgery absolutely broken, and it has took me a few days to pluck up the courage to write this. But i have had to write this, i would not wish to see any other patient treat in such a disgusting manner. Mental health sufferers are often walking a thin line, and can be pushed dangerously towards the edges of that line. Which is exactly what happened with me. Things are tough enough without finding the people who are supposed to help you, are actually prepared to laugh at you. I have no choice but to move surgeries now. The mere mention of Wellbrook medical centre is now a trigger for me. So yes, thank you so much Wellbrook, you helped my situation go from bad, to total despair. I can only hope other mental health and trauma sufferers don't fall foul to such inexcusable treatment.
Visited November 2023
Review titled Wellbrook Medical Centre
Replied on 28 November 2023
I am really sorry that you feel this way about your recent experience. It would be very out of character for any of our clinicians to laugh at a patient during a consultation in the way you have described. I would encourage you to contact the surgery directly and give us the details so that we can look into this issue for you and clarify what has happened and work through this with you.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 29 August 2023
I have tried to access healthcare on 4 occasions now for my eldest son. On one occasion he went on to require a hospital admission. Each time I have been turned away and denied an appointment. When calling for an assessment that requires a referral I was unable to make any sort of appointment and told to call 111. The reception team were unhelpful and dismissive. I submitted an econsult on your website which was not responded to within 48 hours so when I called to chase it up I was told that it had gone to my previous practice, which would be impossible given I had a message from your practice saying you had received it and would action it within 48 hours. No attempt was made to resolve the issue and I was told to call back the next day when once again I was unable to make an appointment. I have no idea how you think it is acceptable for everyone to come and queue round the building at 12 o clock on a Friday to make an appointment.
Visited August 2023
Review titled Wellbrook Medical Centre
Replied on 05 September 2023
We are sorry to hear that you have been so disappointed with the service offered. We have a limited number of urgent appointments available each day and in order to protect staff and patients we are unable to increase our capacity beyond safe levels. If a patient needs urgent help and we are fully booked, we do advise patients to contact NHS111 or a walk in centre, who also provide an urgent service. The demand for routine appointments currently outstrips demand which does cause a queue to form when appointments are released. Patients are able to call the surgery and enter a telephone queue or can choose to queue at the surgery. We have two additional GPs starting at the surgery in the near future which we hope will improve access demands for both patients and staff. Our reception staff work extremely hard and helpful and caring. They do a very difficult job in often demanding circumstances. If you have a complaint regarding a specific contact or something that you feel has gone wrong, I would encourage you to contact the surgery directly to speak to a manager so that we can try and resolve this for you.
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Review titled Terrible appointment system
Rated 1 star out of 5
by Sam - Posted on 30 June 2023
Impossible to book an appointment. Told to call Friday pm after 1:30, but phone lines are too busy and call cuts off. How is someone who works full time able to get an appointment? My wife is disabled and has to resort to physically visiting the surgery on a Friday afternoon to book as she can’t ever get through on the phone. How is this fair? The current system is discriminatory and impossible. Staff are unsympathetic and simply don’t care when expressing concern. We have never known a surgery like this. All surgeries have some difficulty with appointment booking but this is by far the worst.
Visited June 2023
Review titled Wellbrook Medical Centre
Replied on 06 July 2023
We know it is frustrating to contact us on a Friday afternoon when appointments are released and that this will not be convenient to everyone. Unfortunately the current demand far outstrips capacity (in all sectors of health and social care). There isn't the capacity or resource to meet the increased demands on our service. Whatever day/time appointments are released it will not suit everybody. We have recruited additional staff to help with the Reception workload and to prioritise answering calls when appointments are released - appointments are still available later until 6.30pm on a Friday and at the beginning of the following week. We have also increased the queue capacity to allow more patients to wait or be offered a call back. We can offer reasonable adjustments to patients who struggle with contacting us on the telephone or attending the surgery. Please ask your wife to contact the surgery to discuss this further.
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Review titled How on earth are you supposed to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 30 June 2023
I don't go to the Drs very often-but when I do it would be nice to a) get through on the phone b)not to be told to call back on Friday after 13:30 c) not have to call 37 times before i can even get in que to get a call back d) then told no appointments e)not have been trying for 2 weeks to get an appointment. Your strap line of excellent patient care is your aim and priority is a joke when you cannot even get the basics right.
Visited June 2023
Review titled Wellbrook Medical Centre
Replied on 06 July 2023
We understand that getting an appointment remains challenging. The Health and Social Care system is in crisis, and this includes primary care and pharmacy. We are always looking at smarter and better ways to work to benefit patient needs but find ourselves working at the detriment of team wellbeing and potentially patient safety. Government and media pressures to prioritise access above everything else (without offering solutions to workforce shortage) risks compromising quality of care and safe working. We know it is frustrating to contact us on a Friday afternoon when appointments are released and that this will not be convenient to everyone. Whatever day/time appointments are released it will not suit everybody. We have recruited additional staff to help with the Reception workload and to prioritise answering calls when appointments are released. We have also increased the queue capacity to enable more patients to remain in the queue or wait for a call back. We remain committed to delivering quality care but cannot compromise on clinical safety and team wellbeing in favour of unlimited access/appointments. We will continue to review practices and processes around the appointment system and engage with other services to offer alternative appointments which are safe and appropriate.
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Review titled Appointment system
Rated 2 stars out of 5
by Anonymous - Posted on 22 May 2023
There is an appointment line on calling the surgery. This line does not state only call back on Friday afternoon after 1.30 as we have a new rota out then. Instead you then go through a process of waiting for a callback with a receptionist not asking what appointment is for just call back Friday after 1.30??? I have moved doctors and am finding the difference in booking appointments shocking. I don’t want an urgent appointment just to book something. This system of calling back is wasting everyone’s time. I work Friday afternoons so tend to call when I am off work but can’t do this now. If all patients call back Friday afternoon how can this be dealt with? Surely this produces a high call volume on a Friday afternoon which can’t be dealt with? I have never been asked to call back when a rota is done before at a doctors surgery. ??
Visited May 2023
Review titled Wellbrook Medical Centre
Replied on 25 May 2023
Thank you for your comment. Urgent appointments are available every weekday at the surgery. Routine appointments are available to book up to 2 weeks in advance. These can be booked at any time. However, if all routine appointments are booked and there are no more available we ask patients to call back after 1.30pm on a Friday afternoon when the next set of rotas are released. We do not have a message on our telephone lines telling patients to call on a Friday afternoon because a) we don't know what they are calling for and could need an urgent appointment, home visit or have another query, and b) routine appointments are available to book throughout the week and patients are only asked to call back when we are fully booked. We change our working pattern on a Friday afternoon to deal with any extra demand. We are happy to explain the appointment system to any patients that request further information. Please contact the surgery if you are still unsure, thank you.
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Review titled Can Never get Through on the Phone
Rated 1 star out of 5
by Anonymous - Posted on 10 March 2023
Staff need to learn how to answer calls effectively, being on hold for over an hour is bad enough as it clearly highlights the area has outgrown the capabilities of the surgery, but to have the call answered and cut off straight away, only to have to call back and be in a queue for over an hour again is ridiculous. Phone systems are not that complex and if you are going to cut off a call, have the decency to call the number back.
Visited March 2023
Review titled Wellbrook Medical Centre
Replied on 17 March 2023
We are sorry to hear that you have had problems getting through to the surgery. We have been experiencing high levels of sickness within the reception team which has caused delays in answering calls. Our team are working as hard as they can and deal with patients as efficiently as possible. I am sorry if your call was cut off whilst in the queue. Unfortunately we are unable to identify these calls if this happens before you are connected to a member of staff. It would be helpful to contact the surgery to give the details of the date and time of your call so we can raise this with our telephone system provider.
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Review titled Great experience
Rated 4 stars out of 5
by Anonymous - Posted on 02 March 2023
Phoned for appointment at 11.00am offered a cancellation @2.30pm. Arrived early for my appointment and seen early. I was forth in line when I phoned which didn’t take long before I spoke to a very helpful receptionist. The GP I saw was very attentive and professional.
Visited March 2023
Review titled Wellbrook Medical Centre
Replied on 06 March 2023
Thank you for this great feedback. We are glad to hear that you are pleased with the service we provide.
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Review titled Great new reception staff
Rated 3 stars out of 5
by Anonymous - Posted on 08 February 2023
Great to see new admin staff at a very overstretched over worked surgery. The new staff are a breath of fresh air, so professional, but above all caring and passionate about trying to do their best for patients. I’ve had a terrible few months and felt as if no one in the NHS cared, responses are short and offhand so these ladies have restored my faith. Clearly the surgery cannot efficiently deal with the number of patients and changes are needed, but sadly Wellbrook is no different to any other aspect of the NHS in need of radical change.
Visited January 2023
Review titled Wellbrook Medical Centre
Replied on 14 February 2023
Thank you for your feedback regarding our new staff. We will ensure that this is passed on to them. We would like to reassure you of our commitment to provide the best service we can with the resources available to us. We recognise that general practice, along with all areas of the NHS, is struggling at the moment and we will always aim to provide as consistent a service as possible.