On the 14.03.2016 I contacted the surgery requesting an evening appt due to work commitments in London. The earliest appt I could get was Tuesday 22.03.2016! 8 days later. My appt was with Dr Wells at 5.40 pm. At Clapham Junction a passenger was taken ill on the train and subsequently my train was delayed in getting in to Merstham. Knowing I was going to be late my wife telephoned the surgery to say I was on my way but would be late for my appt. This I thought was the correct thing to. I arrived at the surgery 20 mins late to find that Dr Wells had asked the receptionist if I was in the surgery only to be told that I wasn't so he left for the day. Now I can understand if I hadn't informed the doctor that I was going to be late but for the doctor to give up on me and go home is inexcusable. Every time I have been to the surgery I am always informed that the doctor is running late whoever they may be but it is tough and we have to wait until seen. When the shoe is on the other foot it's different! Perhaps the doctor was in a rush and had to go home. I asked if there was another doctor I could see only to be told that the other doctor was busy even though there was only 1 other person in the surgery waiting. I did manage to book another appt, for the 31.03.2016 at 5.40 pm that's 2 weeks after my original telephone call. Absolute disgraceful service.
We are both really impressed by this very efficiently run surgery which we have been with for 25 years now. We particularly like the fact that we can nearly always get an appointment with our own doctor, and usually very promptly, but we have every faith in all of the doctors and nurses at the surgery. The reception staff are excellent and the telephone is always answered very quickly. Electronic prescriptions make life much easier both for the patients and the doctors. Patients are invariably seen on time, and if not, there is always a good reason why not.
Dr Wells has been my, and my wife's, GP for 25 years. In all that time we have been very happy with our consultations with him and have utmost confidence in his diagnoses. He is always patient and listens to our opinions and suggestions before fully explaining the actions he is taking. The Moat House surgery in general provides a very good service.
As a working man, my appointments with Dr.Wells are always to the point & clear, which I like. I have found that he listens, extracts information & provides sound advice, you are made to feel that whatever the course of treatment offered it has been considered & planned. He does make you feel comfortable & not at all rushed, so every visit is a good experience.
Dr Wells listened carefully to my symptons, and then explained thoroughly and simply what he thought was causing the pain and an explanation of what might help and why. he was sympathetic, clear and thorough. It woudl be helpful though if he had included the name of the surgery with his name so that i could be absolutely sure that I'm reviewing the correct Dr!