Cestria Health Centre

Long-term patients value consistent care here

My spouse and I have had the great fortune of being registered with this practice for more than five decades. We consider it to be among the finest health centres in the region.

Helpful staff and friendly pharmacy service

The team were lovely and welcoming. The pharmacy professional provided excellent assistance.

Phone lines closed after ten in the morning

Calling after 10 in the morning results in an unhelpful response, with staff unwilling to take details or listen to concerns. It seems questionable that the practice employs so many reception staff when those resources might be better allocated towards additional clinical personnel to increase patient appointments. Patients are instructed to call back at 8 am, which is problematic for those with sleep difficulties. When attempting to book at that time, appointments are typically available only two weeks ahead. Questioning this system or asking why early morning calls are necessary when availability is so far in the future leads to staff becoming defensive and threatening to end the call. Overall, the experience falls short of what would be expected from a medical practice.

Dismissive attitude toward concerning health readings

This has to be one of the worst medical practices I have attended. My blood pressure reading was elevated, yet I was told it was completely normal.

Friendly reception made the visit straightforward

Outstanding care provided consistently throughout my visits. Well done to everyone involved!!!

Phone lines consistently unavailable during surgery hours

I hope I don't need medical attention soon because whenever I attempt to call, the phones appear to be unavailable. The nursing staff are very pleasant, and I appreciate that the reception team do manage to answer their calls. I would also like to mention that when the website states the facility closes at six o'clock, it should actually close at that time. Closing at 5.50pm left me without my prescription over the weekend. The pharmacy operations seem disorganised and disappointing.

Long-standing patient frustrated by phone queue delays

I've been with this practice for many years, and I can genuinely say I wouldn't be happier anywhere else. I've witnessed staff members come and go over the decades, with experienced practitioners retiring and new ones stepping into their roles. I've received both positive and challenging news during my time here, but I can always rely on whoever I'm seeing to provide the support I need to navigate whatever issue I'm facing. Recently, I had the pleasure of meeting a new nurse practitioner. I never thought anyone could fill the shoes of a previous valued team member, but once again the practice has brought in someone exceptional. This person has made a real difference to my wellbeing, and I'm genuinely grateful. Our nursing team are outstanding. They're all long-standing members of a dedicated team. I have particular appreciation for certain nurses who have been with the practice for what must be over two decades. I've watched their careers develop and progress within the organisation, which speaks volumes about the quality of the workplace. That said, I do find the automated telephone system frustrating. When you're waiting in a long queue, even a brief call can feel like it takes forever. I think additional reception staff during peak times would certainly help. Overall, I believe this is an excellent, highly dedicated practice. I'm very grateful for the care and commitment shown by everyone here. Thank you all.

Long waits but they're worth it

I believe some of the one-star ratings may not fully reflect the situation. There can be lengthy waiting times, but this appears to be due to the quality of care provided and the commitment to assisting all patients. It would be more concerning if the practice were difficult to reach by telephone.

Impossible to get through on the phone

It appears difficult to reach someone by telephone to arrange an appointment.

Reception staff were genuinely helpful and polite

The nursing team and clinical practitioners provide excellent care, and the reception staff are consistently helpful and courteous. The service is outstanding and deserves high praise.

Reception staff made me feel genuinely welcome

Excellent service from the reception team. I really appreciated their kindness and helpfulness. Overall I am always very happy with the treatment I receive from this practice.

Reception didn't check what bloods were needed

Attended for blood work today and felt quite let down by the experience. During the appointment, it appeared that an incomplete sample collection had occurred, with fewer bottles taken than what should have been required for the full assessment. There was then an uncomfortable moment when a request was made to re-access the same vein while still bleeding from the initial puncture. I would have preferred that the required tests had been reviewed beforehand to ensure the correct procedure was followed from the start. The need to reschedule and wait several weeks for the proper tests to be completed has been frustrating and has affected my confidence in the service. While the clinical team are typically professional and supportive, this particular visit has been disappointing and has impacted how I feel about my care going forward.

Receptionist's dismissive attitude during waiting list call

I contacted the practice recently to enquire about my position on a waiting list for a specialist appointment. The receptionist checked the information and informed me I could expect to hear back within the next couple of weeks. When I mentioned I would be away during that timeframe, the response I received felt dismissive and unhelpful. I felt the tone was inappropriate and disrespectful, particularly as I had been polite throughout the conversation. I believe reception staff would benefit from training in professional communication and courtesy when dealing with patients. It is frustrating when staff seem to reflect the pressures of an overstretched system rather than treating patients with the care and respect they deserve.

Long phone queues make appointments difficult

Experienced a lengthy wait in the queue and had to leave for another commitment before being seen. Called back subsequently and have been on hold for a considerable period without apparent progress. Despite repeated assurances about call importance, the actual response time does not reflect this messaging. Anticipating further extended delays. Considering abandoning the attempt as the time investment required for this routine matter seems disproportionate, and other priorities need attention.

Long wait times made me give up

I had to wait quite a while for my appointment. I was quite far back in the queue, and eventually I decided to end the call rather than continue waiting.

Receptionist handled my queries really efficiently

A big shout out to the reception team. For the second time in a week they have helped me out in a very efficient manner. Credit where credit is due, many thanks.

Frustrated by poor communication and repeated appointments

I felt quite confused about how this practice operates. Blood tests were taken and it appeared they were used for a different purpose than expected, which meant I needed to return for further testing. Throughout this experience, I encountered what felt like dismissive responses and lack of transparency. This added to my frustration, particularly given the initial six-week delay for my first appointment. The extended waiting times and repeated hold periods made me feel as though the situation was becoming unnecessarily difficult. I frequently heard staff conversing in the background while on hold, and the explanations provided seemed inconsistent. I found the overall experience demanding and felt that clearer communication about procedures would have been helpful rather than having to navigate their systems independently.

Long phone queue made simple appointment impossible

I can only give one star as lower ratings aren't available. I called at 8:30 this morning and was told I was 37th in the queue. When I eventually spoke to the receptionist, I explained I needed to see a doctor. Rather than booking an appointment, I was directed to speak with the pharmacist instead. I'm uncertain how the receptionist determined this was the appropriate course of action. The receptionist said the pharmacist would call me back, and whilst the call came through reasonably quickly, the pharmacist suggested I might need a doctor but offered to see me first and arrange a doctor's appointment if necessary. I travelled to the pharmacy and was informed the pharmacist was busy and might take around half an hour. As I couldn't wait, I was asked to return after 2:30. When I came back, I was again told I would need to see a doctor. The pharmacist took a referral to the surgery, and I went home. Shortly after arriving home, a different receptionist called to say a doctor would contact me soon. Over an hour passed before the doctor rang, advising I needed an appointment at 5:30, which I accepted. This meant a third trip to the surgery that day. I waited in the reception area until 6:10 before being seen. I required medication, but the pharmacy had closed by 6 o'clock, so I had to wait until the following day to collect it. Had I been given an appointment during my initial call this morning, the entire situation could have been resolved much more efficiently.

Phone line needs updating urgently

Attempted to call early in the morning on a weekday and reached an automated message indicating the practice was closed, with a reopening date mentioned that seemed outdated. The telephone system could benefit from improvement, and the availability of online booking options would be a welcome addition.

Helpful staff made the whole experience smooth

An excellent medical practice with consistently helpful and supportive staff throughout, from clinical professionals to administrative team members.