Wellbrook Medical Centre Medical Services in Derby, Hilton

Reviews

1. Darren Maddocks ★★★★★

   UPDATE on my previous review below. I’ve just had a telephone call with Leslie the reception manager who was absolutely amazing today dealing with my issue I can’t thank her enough thank you very much. I don’t usually like to complain, but I do feel it’s important to give this feedback. A receptionist’s main role is to be polite and helpful, especially when dealing with patients who may already be stressed or unwell. I called to chase up a sick note that I had been waiting over six days for. I began the call by saying, “Good morning, I’m just chasing up a sick note. I’ve been waiting five days — is that normal, or do I need to be more patient?” The first response I received was, “Well I have no idea who I’m talking to.” I felt this came across as quite rude. A more polite approach would have been something like, “That’s okay, I’ll look into it for you — can I take your name please?” The tone of the conversation made me feel quite upset. Eventually, the receptionist did confirm that the sick note was past the normal deadline date and said she would chase it up immediately, which I appreciated. I would just ask that management remind staff how much a caring, kind, and considerate approach matters. Small things like tone and wording can make a big difference to patients.

   almost 7 months ago
2. Hardeep Poonia ★☆☆☆☆

   There is no way to get any help or support over the phone. They direct you to online services. When you’re in a lot of pain booking appointments on line is not possible. I have already been in to see the Doctor twice. Not been listened to and sent away with no solution. This has left me with no resolve after 4 weeks. Shocking

   1 year ago
3. Alexandria Williams ★☆☆☆☆

   I rang to cancel an appointment for my elderly mother, as she is unable to use the phone herself. Before I could even provide the relevant details, I was met with unnecessary rudeness from the receptionist. I was told I didn’t have consent to know whether my mother had an appointment, despite the fact that I wasn’t asking for that information; I was simply trying to cancel it. What I find completely illogical is that you don’t need consent to make an appointment on someone’s behalf, yet you apparently need it to cancel or rebook. That makes no sense. If I didn’t have consent, how would you cancel an appointment in the first place? The process is flawed and clearly not thought through. As healthcare staff, there is a basic duty of care and professionalism that should be upheld. I work in healthcare myself, and I would never speak to a patient's family member the way I was spoken to today. If you don’t like your job or working with the public, perhaps it’s time to consider a different role, because this behaviour has no place in healthcare. I wish I had caught the name of the staff member I spoke to, as I will be raising a formal complaint regarding her attitude and conduct. Extremely disappointing.

   1 year ago

1. P S ★★★★☆

   The receptionists are helpful and empathetic. Cannot fault the service, they call back as promised and have provided appointments as soon as possible. I was late to a blood test appointment, the receptionist and phlebotomist were accommodating and still took the blood test.

   1 year ago
2. Bex Neale ★★★★☆

   It’s very hard to get an appointment on the day you call even if advised by a medical professional. However; I’ve managed to get appointments a few days later which my previous doctors never did. The doctors, nurses and receptionist I have spoken to have been very kind and helpful. One of the doctors I saw have helped me with an issue I’ve had for 10 years, which every other doctor ignored.

   1 year ago
3. Hannah Walker ★★★★★

   The staff here are really helpful and friendly, they make having to go to the doctors a much easier experience

   almost 3 years ago

1. Maria Meskell ★★☆☆☆

   On Monday 22nd. I had a message to contact the surgery about my BP Medication. So I attended in the morning..I was told by the receptionist that I couldn’t have an appointment then, To come back in the afternoon at 2 o’clock and I could have one then.. which I did. Getting there before the said time. Only to be told that I couldn’t have the appointment. I reminded her that I have a serious heart condition.Her response me you was. That it might be urgent in my head. And that it wasn’t urgent in hers. I never mentioned the word urgent they were her words not mine. I’m a retired nursing/ Sister. And I know when I need to see a Doctor.

   almost 3 years ago
2. Sarah Thomas ★★★★★

   I visited the practice today and saw Jayne Brannan. Jayne is a lovely lady who is very professional and informative but so personable at the same time. Thank you for making me at ease!!

   almost 3 years ago
3. Donna Neal ★★★★☆

   Yesterday I called the surgery and I spoke to a delightful lady who helped me tremendously. She went above and beyond to get the assistance I required. The Doctor however did not have that much to say.......otherwise I would have given 5 stars

   almost 3 years ago

1. Elaine Brown ★★★★★

   After contacting the surgery a number of times and not being able to get an appointment and I must admit getting quite frustrated. I managed to get through today and spoke to a very nice lady who was very helpful, (I have a very, very painful frozen shoulder hindering just about everything I do, I've had it before but not this bad.) I am now booked in for the physio on Monday and will take it from there, fingers crossed this helps! I am doing the review as I know the receptionists bear the brunt of our anger a lot of the time at not being able to get an appointment.

   almost 4 years ago

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