WELL
THE ANGEL SITE, THE STREET, LONG STRATTON, NORFOLK, NR15 2XJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Shockingly Bad
Rated 1 star out of 5
by Anonymous - Posted on 05 February 2024
Pharmacy had the prescription for over a week I came in 3 times in thr same day for the same perscription, first time "we haven't got it ready yet, you'll have to come back later", ok, no problem Came back at 15:30, the bloke shuts the door in my face and said "were shut until 16:30".... ok, ill try again later.... I then leave the car park and look back and see the same bloke opening the doors to other people.... Third time, waited for over 40mins to get a prescription.... whilst the staff make idle chat. Management need to review and improvements need making.
Visited February 2024
Review titled WELL
Replied on 26 April 2024
Hello, Thank you for your feedback, we are very sorry to hear of your experience when visiting one of our well pharmacies, this is not the kind of service we expect our customers to receive. I just want to assure you that the branch area manager and regional operational manager do have visibility of this and will have addressed this with the pharmacy directly. Thank you once again for your feedback and please accept our sincerest apologies once more. Kind Regards, Well Customer Operations Team
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Review titled Credit where credit due!
Rated 4 stars out of 5
by Mrs N L Stafford - Posted on 16 January 2024
Prescription requested at surgery Friday, checked with Well Pharmacy on Monday to make sure it had been received, which it had. They even put it together for me the same afternoon....couldn't have been more helpful. Thank you to the staff!
Visited January 2024
Review titled WELL
Replied on 26 January 2024
Hi Mrs Stafford Thank you for taking the time to share your positive experience with us. We just want to assure you that the branch area manager and regional operations manager have visibility of these reviews, so they will be able to congratulate the team. Thank you once again for sharing your feedback with us. Kind Regards, Well Customer Operations Team
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 15 February 2024
Finally given up trying to use this pharmacy and now use a competitor’s online service. Last prescription took them 4 weeks to complete from ordering (and several visits to chase up.). Randomly close whenever they feel like it and for as long as they choose to do so. Dreadful place.
Visited December 2023
Review titled WELL
Replied on 26 April 2024
Hello, Thank you for your feedback, we are very sorry to hear of your experience when visiting one of our well pharmacies, this is not the kind of service we expect our customers to receive. I just want to assure you that the branch area manager and regional operational manager do have visibility of this and will have addressed this with the pharmacy directly. Thank you once again for your feedback and please accept our sincerest apologies once more. Kind Regards, Well Customer Operations Team
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Review titled Disgraceful Service
Rated 1 star out of 5
by Anonymous - Posted on 15 December 2023
This was my first visit to this pharmacy for a while. I tried to collect the prescription at lunchtime but there was a note on the door saying the pharmacy was closed until 2pm. I returned at approximately 5pm and the service was disgraceful and I feel so unprofessional it was dangerous. After paying for the prescription a colleague shouted at one of the gentlemen in the pharmacy I’ve put it on the chair as she left to go to the post office as she had not had a full lunch hour. Another colleague was saying she was not coming back tomorrow as she had not been able to leave off on time. The colleague going to the post office then told anyone listening that she would not be coming in tomorrow either, to which the last remaining colleague said she too was not coming in as she was not contracted to work Saturdays and only done them as overtime. After sitting waiting fir approximately 30 minutes the other gentleman in the pharmacy asked me and and another gentleman if we were waiting for prescriptions - they had no idea ( 2 people who came in after us were served before us - we were all collecting prescriptions already at the pharmacy). The conversations between the staff indicates a very low moral and really not suitable when there are customers waiting, not sure if this is due to low staff numbers or high work load or a mixture of both. The pharmacy staff are dealing with drugs and I feel provided a very unprofessional service and I would check your medication to ensure you have been given what has been requested for you. I feel this pharmacy should be looked at by Well Pharmacies or at least someone from the NHS as GPs are sending prescriptions there for their patients and it is not a great experience. I certainly would look to go elsewhere in the future
Visited December 2023
Review titled WELL
Replied on 27 December 2023
Hello, Thank you for your feedback, we are deeply sorry to hear of your recent experience when visiting one of our well pharmacies, this is not the kind of service we expect our customers to receive. I just want to assure you that the branch area manager and regional operational manager do have visibility of this and will address this with the pharmacy directly. If you do need to get in touch then please email hello@well.co.uk with the pharmacy name and address in the subject bar. Thank you once again for your feedback and please accept our sincerest apologies once more. Kind Regards, Well Customer Operations Team
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Review titled Unfit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 20 December 2023
My wife and I are of advanced years (79 and 80) and have our medication delivered. On 18th December, not for the first time some items were missing from my wife’s prescription. My prescription was not met at all, although requested at the same time. My wife rang the pharmacy twice but on each occasion the line went dead after many minutes of ringing. On the morning of 19th December my wife visited the pharmacy only to be told that the prescription had not been made up yet. She also explained that there would not be anyone at home as we were on our way out. We visited the pharmacy again at around 4pm when she was told that the missing items were probably out of stock and that my prescription was not ready. We waited and were rewarded with my prescription and another two for my wife which had been requested through the local Norwich hospital. On arriving home we discovered a card advising that a prescription had been returned to the pharmacy and could be collected after 11.00am. I called at the pharmacy a little after noon and asked for the prescription for my wife and was told that it had not been made up yet. I then showed the assistant the card that had been left and was told that I should have showed that in the first place. After some time looking for the missing item I was requested for the names of the missing items. As it was my wife’s prescription I was unable to tell them.. it was agreed that once the missing medication was known they would arrange delivery this afternoon. Having obtained the information and being unable to contact anyone by telephone I returned to the pharmacy. This time I was advised that the returned prescription could not be found. Despite further searches nothing was found. They contacted the delivery driver who it appears was adamant that the medication had been returned. There hangs a mystery and no medication. The dispensary lady could not explain what had gone wrong and would investigate further. She would also arrange replacements for the missing items. When I said that she had not heard the last of this she forcefully explained that they are short of staff, under pressure, she should not be there because she was the only dispenser and that there should be two, her only help was a trainee who had only been there for two weeks and that she was only doing it to help out the people of Long Stratton. Her passing comment was that we could always go to an on line pharmacy if we were dissatisfied. To cap it all off. Whilst writing this we have received a delivery from the pharmacy. Not only the missing two items but the full original prescription plus one item that was not previously asked for. Does this illustrate my point?
Visited December 2023
Review titled WELL
Replied on 27 December 2023
Hello, Thank you for your feedback, we are deeply sorry to hear of your recent experience when visiting one of our well pharmacies, this is not the kind of service we expect our customers to receive. I just want to assure you that the branch area manager and regional operational manager do have visibility of this and will address this with the pharmacy directly. If you do need to get in touch then please email hello@well.co.uk with the pharmacy name and address in the subject bar. Thank you once again for your feedback and please accept our sincerest apologies once more. Kind Regards, Well Customer Operations Team
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Review titled Inconsistent
Rated 1 star out of 5
by Anonymous - Posted on 21 July 2023
When you visit you're never sure what service to expect. Even when you receive a text to say your regular prescription is ready it very often isn't. I never leave without checking the bag because you rarely get what you're expecting. Today there were signs saying there was a 20-30 minute wait - this didn't seem believable but it was - customers were walking, others were told that although their prescription had been there for many days it hadn't been made up and they didn't even know if everything was in stock. This used to be such a wonderful community resource but unfortunately it is a chemist to avoid unless you have no other choice. Staff don't stay and as soon as new staff arrive and get to grips with inherited chaos they are quickly moved on or leave. Much improvement needed.
Visited July 2023
Review titled WELL
Replied on 28 July 2023
Hello, Thank you for your feedback; please accept my apologies that your experience has fallen below the high standards you should be able to expect when you visit a Well pharmacy. The Regional and Area Operations Managers responsible for this pharmacy have been informed so that they can address your experience with the pharmacy team. Please accept my apologies again and thank you for taking the time to share your concerns. If you wish to discuss this further, please contact us by emailing hello@well.co.uk. Kind regards, Well Customer Operations Team
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Review titled Going downhill
Rated 1 star out of 5
by Ray Evans - Posted on 13 July 2023
After not receiving my repeat prescription within two weeks and having run out of some medication I paid a visit to the pharmacy. I then had to wait for over an hour for my prescription. Since Well Pharmacy took over from the Co -op the pharmacy can’t seem to keep staff ( I understand the last pharmacist lasted three days!) I should say that I gave the pharmacy a good review a few months ago, how things have changed.
Visited July 2023
Review titled WELL
Replied on 20 July 2023
Hello, Thank you for your feedback; please accept my apologies that your experience has fallen below the high standards you should be able to expect when you visit a Well pharmacy. The Regional and Area Operations Managers responsible for this pharmacy have been informed so that they can address your experience with the pharmacy team. Please accept my apologies again and thank you for taking the time to share your concerns. If you wish to discuss this further, please contact us by emailing hello@well.co.uk. Kind regards, Well Customer Operations Team
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Review titled Much improved since my last review
Rated 5 stars out of 5
by Anonymous - Posted on 08 March 2023
Having left a one star review in 2021 I felt I should now correct that and say that the pharmacy has considerably improved since then.
Visited February 2023
Review titled WELL
Replied on 17 March 2023
Hello, Thank you for your feedback and for taking the time to share the positive experience you have had with the pharmacy team since your last review. The Regional and Area Operations Managers responsible for this pharmacy were informed so that they could thank and congratulate the pharmacy team. Thank you once again, we appreciate you taking the time to provide us with your feedback. Kind regards, Well Customer Operations Team