Castlefields Health Centre

Supportive care from Gary the paramedic

Despite initial difficulties scheduling, I was unexpectedly accommodated and examined by a skilled advanced paramedic at the clinic. They conducted a comprehensive assessment of my symptoms and chronic health concerns. The general practitioner also made an appearance to evaluate my respiratory status. I received a compassionate and informative consultation, complete with personalized self-management guidance and a medical certificate to support my ongoing health challenges. Kudos to the practice and to Gary, the paramedic, for their exceptional care x

Wasted day waiting for a phantom call

I endured a three-week wait for a scheduled phone consultation, during which I was instructed to be accessible from 8am to 6pm. I sacrificed an entire workday, ensuring my phone was constantly by my side. BUT THEY NEVER CALLED! Now I'm completely unable to reach anyone to understand the reason for this failure. Their service quality has dramatically declined recently. Truly disheartening.

Early morning door confusion

I'm open to adjusting my rating if their service improves, but my initial experience with this medical practice since relocating has been far from promising. As other patients have noted, their telephone communication is subpar. What truly astonished me was arriving for a 7am doctor's appointment to find the facility completely shut, with the automatic doors remaining stubbornly closed. Upon checking their hours, I discovered they actually open at 8am. Believing I might have misunderstood the appointment time, I called to confirm. They confirmed 7am was correct and I should have knocked - instructions I was never previously informed about. Consequently, I saw no staff through the reception doors and ultimately missed my scheduled appointment. Did I receive any acknowledgment or apology? Absolutely not. When I attempted to reschedule for the following month, I was informed bookings weren't yet available (this was on the 17th). What kind of medical practice is unable to schedule appointments even a month in advance?

Caring doctors saved me when it mattered

The medical staff here are top-notch. They've consistently provided support during my most critical moments.

Loyal patient reflects on 25-year journey

I have been with this medical practice for over a quarter-century. As the NHS has evolved, so has the surgery. My experience has been a mix of exceptional support and challenging periods. Some receptionists like Mo and Annette have been genuinely caring, while others seem perpetually irritable, often displaying abrupt and unfriendly behavior. Establishing meaningful communication with GPs has been a lengthy process, particularly challenging with only two current partners and frequent locum staff. However, this has been a longstanding issue within the NHS, predating the Covid pandemic. Dr McCosh is my current GP, and I would not consider seeing anyone else. For patients with ongoing medical needs, having a doctor familiar with your complete medical history is crucial. I experienced a similar connection with Dr Domville, and her departure was genuinely distressing after investing years in building our relationship. Dr McCosh's commitment is evident; she even contacts me during her holidays. Her willingness to apologize for minor mistakes is also commendable. I've observed Dr Holden's progression from a new GP to a partner, and unfortunately, his attitude has deteriorated in the process. Those without long-term medical requirements might not fully understand these challenges. My advice is to consistently work with a GP with whom you can develop a strong, trusting relationship. Yet, I also recognize the complex bureaucratic pressures they navigate. I nostalgically remember the surgery from 25 years ago, but I believe the systemic issues are widespread and deeply rooted.

Endless waiting and frustrating phone queue

I wasted more than half an hour attempting to connect with staff at the medical practice. After enduring their call waiting system, I was abruptly disconnected. When I tried calling back, the automated system informed me I was once again eighth in the queue. Had I persisted, I would have undoubtedly been cut off once more... the level of service provided by this healthcare facility is absolutely unacceptable.

Terrible phone service with constant disconnections

Honestly, I'd prefer to award negative stars if possible. The moment you connect, you're bombarded with COVID-related excuses for not picking up calls. This doesn't justify why my call has been dropped 17 times. It's painfully obvious that this company lacks any semblance of proper organizational leadership. What an absolute disaster.

Frustrating phone system ruined my medical care

Terrible medical procedure. Their phone setup is completely ineffective and frustrating. Despite numerous attempts to connect, I was repeatedly disconnected while waiting on hold. This has been a recurring issue multiple times. Today, after finally reaching someone, I was informed I'm too late and should call back tomorrow, but warned that if I call after 9:30am, all available appointments will be fully booked. Absolutely absurd.

Efficient care during pandemic times

Efficiently managed medical facility. Quality care provided. Operates effectively despite current limitations. Would benefit from increased financial support.

Terrible phone service at castlefields surgery

After spending more than an hour attempting to contact this utterly inadequate medical practice and being disconnected approximately 30 times, I am thoroughly disappointed. Castlefields, you are failing your patients and causing harm to the community. This goes beyond pandemic-related challenges—it's simply unacceptable professional conduct that should make you ashamed.

Terrible clinic that missed my serious injury

I attempted to contact the medical practice multiple times today, with my calls being abruptly terminated after just four attempts. It's practically impossible to schedule an appointment with a physician. Initially, I was informed I had ligament damage. However, after six weeks of waiting, I ended up in the emergency department, where they discovered I had completely torn a tendon and my kneecap was significantly displaced, requiring surgical intervention. This medical service is absolutely the most incompetent I have ever encountered. You would likely receive more competent guidance by researching your condition online. My strong recommendation is to avoid this practice entirely.

Pregnant and in pain, no help here

Utterly appalled at being rejected for a medical consultation and told to burden the emergency department with my leg/pelvis/groin discomfort. As a heavily pregnant woman struggling to even leave my bed or move, I was met with zero empathy or compassion. The staff showed complete lack of care and friendliness. Absolutely cannot endorse this practice and strongly suggest finding an alternative healthcare provider !!!!!

Friendly team made my diabetes check easy

Incredibly friendly and supportive front desk personnel. The medical professionals and diabetes care specialists were equally warm and competent.

Friendly doctor who really listened to me

Every medical professional I've encountered has greeted me warmly and provided excellent care. However, I want to specifically highlight Dr. Rog, who truly deserves top marks for her compassionate approach and how thoroughly she addressed my health concerns.

Terrible wait time at reception desk

These receptionists are absolutely dreadful - I was left hanging for more than 10 minutes with no one picking up the phone. Thank goodness this wasn't a critical situation. I'm now in the process of switching to a different medical centre.

Waited hours for a simple note

E consultation process for obtaining a sick note is absurdly inefficient and frustrating

Couldn't get help with mom's serious illness

Absolute nightmare of a medical facility in Runcorn. They clearly won't care about this feedback. My elderly mother was experiencing pneumonia symptoms and was completely unable to secure a doctor's consultation. The GP extra service was equally unhelpful. She was dismissively told to just go to urgent care, which is utterly unacceptable. After being rushed to Whiston hospital that same day and admitted, she was diagnosed with COPD. Now she requires a GP appointment for essential blood tests and a medical certificate, but she's completely blocked by incredibly unhelpful receptionists with appalling attitudes. All she needs is a simple appointment - she's contributed to the NHS her entire working life and deserves basic medical respect!

Alicia's warm welcome saved my first visit

As a newcomer to the area, I sought medical registration at this practice. Despite my health concerns, I was delightfully surprised by the exceptional receptionist who warmly assisted me. She guided me through the paperwork, explained the procedures, and simultaneously helped other patients with remarkable efficiency. Her continuous reassurance and valuable advice were incredibly comforting. To my pleasant surprise, she personally called the following day to check on my condition and progress. Alicia, you are an extraordinary, compassionate, and supportive individual. Words seem inadequate to fully capture your genuine nature. As the first point of contact for patients, you truly represent the best of this medical practice and have set an incredibly high standard of care. I sincerely hope the medical staff can match your remarkable level of professionalism and empathy. Thank you from the bottom of my heart.

Frustrating prescription delays left me without meds

These medical providers claim they'll transmit my prescriptions digitally to the pharmacy, but they've failed to do so three consecutive times. As a result, I've been without my necessary medications for several days. Despite my repeated consultations about my prescription quantities, they still refuse to provide me with a complete month's supply.

Waited 40 minutes just to be dismissed

Ever since relocating, this medical practice has seriously deteriorated. I called at 11 am and wasn't able to speak with a receptionist until 40 minutes later. She then bizarrely suggested that if I'd called earlier, I might have received a doctor's callback in the morning. Apparently, I'm supposed to schedule an appointment just to speak to a receptionist or become ill before 8:30 am? The staff member was incredibly unprofessional - talking over me and completely disregarding my concerns. It's now 3:29 in the afternoon, and I'm still waiting for a GP callback. As an asthmatic patient with tonsillitis, I could have spent less time waiting at an urgent care center. This isn't an isolated incident - I've heard similar complaints from numerous other patients! While the facility looks impressive with all its modern amenities, the service is absolutely abysmal. They desperately need a comprehensive review of their patient care and confidentiality protocols. As a frustrated and unwell patient, I'm thoroughly disappointed. What a disgraceful approach to healthcare.