Castlefields Health Centre

compassionate care from a wonderful doctor

Dr Millerchip truly exemplifies the compassionate healthcare approach of bygone days, reminiscent of when family doctors provided personalized care. Her dedication was remarkable - she went above and beyond, carefully listening to my concerns and conducting comprehensive examinations to diagnose my condition. Her continuous follow-up, including regular phone updates, demonstrated exceptional commitment. In today's often rushed medical environment, her attentive approach not only provided me with excellent care but also potentially avoided a hospital admission, thereby helping to alleviate pressure on the healthcare system by freeing up a hospital bed for another patient in need.

What is the point of an appointment?

We have recently had to swap GP practices twice due to very poor to downright diabolical service and treatment. Our GP of many happy years retired, DR Daksena of Heath road surgery, Runcorn. We were then transferred to Grove House, who's service, I blame for my wife's Vascular Dementia. After an all-round diabolical service in just over 12 months we switched to the Tower House surgery, this lasted but a few months before transferring to Castlefields health centre. Getting an appointment was easy, if you are prepared to wait a couple of weeks, by which time most people with an illness would feel better anyway. Our first appointment was today, I logged it on my phone as 11 am and I got text messages reminders from the surgery all saying 11 am. On arrival there was a small queue with one person behind the desk, on the phone. When it was our turn I noticed a screen for booking in, on commencement I was informed on the screen that the appointment was for 10 am and informed that I had missed it, the time was around 10:50 am. How can you go to an appointment you know nothing about? I booked in for the second appointment and waited. The waiting room was warm, very warm, so much so that I am ashamed to say I had sweat running down my back and stomach. My wife has severe dementia whilst I have back problems with severe sciatica and as such cannot sit on conventional seating so have to stand more or less everywhere I go, today was no exception. Now I know there are different surgeries for differing things but watching every single person book in and be called through within minutes really grate's on a person's patience and nerves, me no exception whatsoever. After a total time at the surgery waiting of thirty-five minutes, my wife getting anxious and myself suffering more pain than usual, I called time on the debacle and took my wife home. I am now all but certain there is not a single viable GP surgery within the whole of Runcorn. I am done with waisting my time, money and health on Doctors and if this now means we will be denied medication then so be it. Runcorn is an awful place for people with poor health and an even worse place for NHS GP service.

Impossible to book an appointment here

This medical practice is an absolute nightmare. The front desk employees are incredibly unproductive and seem to go out of their way to avoid doing their job. Scheduling a consultation has become completely unfeasible, with virtually no availability whatsoever.

Friendly doctors who actually listen well

Since relocating here half a year ago, I've been incredibly impressed by this GP practice's exceptional team. They truly make me feel heard, are incredibly responsive, and consistently address all my medical needs. Absolutely outstanding.

Castlefields clinic's new callback system works

I've been seeing doctors at Castlefields since childhood, and I can honestly say I've never encountered any significant issues. While scheduling appointments has sometimes been challenging in the past, their new callback system and triage process is fantastic and has resolved those previous difficulties. Heartfelt thanks to the entire staff - I truly value and appreciate all of your hard work.

Not worth the hype

Satisfactory

Thirteen years of top-notch care

I'll be honest, I initially just wanted to browse reviews But now I feel compelled to share my own 😁...it's so tempting to criticize when things aren't perfect, but after 13 years with this healthcare facility, I've experienced nothing short of consistent, top-notch professionalism in every single encounter!!

Staff made my day super smooth

Exceptional service! The team was welcoming, supportive, and professional. I cannot praise them highly enough. It's typical for customers to voice frustrations online but rare to share positive experiences. A heartfelt appreciation to the entire staff for their outstanding work. 👏🏻

Quick and friendly healthcare check-in

Newly registered with this medical practice, and I'm thoroughly impressed. The personnel are delightful, and their administrative process is streamlined and hassle-free. I can't sing their praises highly enough!

Friendly docs saved my day

Exceptional medical professionals who truly stand out. The entire team is incredibly supportive and welcoming, making every visit a positive experience.

Frustrating online system for seniors

I've been a patient at this medical practice for more than 15 years, but since the pandemic, it's become a complete mockery. Everything is now digital, and their website is an absolute nightmare to use. Even though I'm 74 and fairly comfortable with technology, I can't imagine how challenging this must be for others my age. What happened to simply calling your doctor? The receptionist's response is infuriating: "Hi! You need to go online and book an appointment; we can't help you even though we're speaking right now." It's utterly ridiculous - why on earth can't they assist me directly?

Smoke signals to a hidden clinician

I observe people praising the new approach of avoiding direct human interaction and being processed via a comprehensive online form. Yet, this perspective comes from a patient who rarely requires medical attention. For those battling chronic conditions, Castlefields has devolved into essentially a call centre (assuming you're not simply receiving a single-line text response from an anonymous GP). Initially, I was understanding of GPs and their overwhelming workload, offering them genuine sympathy. However, now it seems they're enthusiastically embracing these minimal text interactions or delegating callbacks through receptionists, creating a scenario reminiscent of a garbled communication chain. While it's clear the government has decimated the NHS, I cannot accept that a GP practice should be so eagerly complicit in creating policies where patients must essentially signal desperately to a clinician concealed behind technology, processing patients like mere statistical entries, even for the most nuanced and critical health concerns! The reception staff absolutely deserve commendation for enduring bombardment from all directions while remaining the sole source of authentic compassion! THIS CANNOT REPRESENT THE FUTURE OF PRIMARY HEALTHCARE!

Weeks of waiting for a promised call

"Someone from the practice will contact you today" It appears the new digital platform is merely another method for them to disregard patients, contradicting their promises of expediting care. You diligently complete all documentation, provide your contact information, and inevitably, weeks elapse with no response, despite their assurances of same-day communication. The practice has consistently demonstrated a lack of patient concern, and now they've completely abandoned any facade of caring, instead channeling patients into a deliberately neglected system. Truly reprehensible conduct from supposed "healthcare professionals"

Terrible clinic with zero communication

Absolute disaster of a business, completely unreachable and impossible to schedule anything. Made multiple attempts to contact them, and after nearly 200 phone calls, I'm still being disconnected. Their customer service is beyond terrible - they should seriously consider shutting down operations entirely.

Rude staff ignored my granddaughter's finger injury

My granddaughter suffered a severe finger injury when it got caught in a door at the facility with her mother. Despite the presence of medical staff, they completely ignored her pain and refused to examine or treat her wound, insisting she go to the walk-in clinic instead. The lack of basic compassion and care is utterly appalling.

Tess helped me through a tough time

I rejoined this medical practice in January after being away for years, and I truly cannot express my gratitude enough to the entire staff, from the wonderful reception team to the three exceptional doctors I've been fortunate to consult. A few months back, I experienced a significant breakdown at work due to immense professional pressure. On every occasion, the receptionists have been incredibly supportive and have gone out of their way to secure me an appointment with a GP. The doctors themselves have been remarkably compassionate and understanding during this challenging period. However, I want to extend a special acknowledgment to the mental health nurse named Tess, who called me this morning. I intended to share numerous positive remarks about her, but I feel words cannot adequately capture her professionalism and care. Therefore, I simply want to say thank you to Castlefields Health Centre for welcoming me back as a patient, and I sincerely hope you continue delivering your outstanding service.

Crazy long wait but worth it

Packed restaurant, had to wait almost an hour, but the vibe is pretty chill

Worst wait times with dr lyons ever

Scheduling an appointment here is an exercise in frustration. Dr. Lyons' voicemail message is so irritating that it makes you want to immediately disconnect the call.

Caring staff but tough to book appointments

The reception staff are welcoming and several physicians are top-notch, but scheduling an appointment is incredibly challenging. Twice, I was directed to their Heath road location, and during those visits, I found the communication from the doctor unsatisfactory. It's genuinely disappointing because the practice itself has warm, compassionate staff. Despite the overall pleasant environment, I've had to lower my rating due to the significant obstacles in securing timely appointments, which I suspect stems from inadequate staffing or resource allocation.

Terrible morning phone lines at this clinic

The medical office is acceptable, but their telephone communication is utterly terrible. When I attempt to call at 8 AM, the line is constantly engaged, and I'm completely unable to connect.