Cestria Health Centre

Hard to reach reception by phone

It's extremely challenging to reach a receptionist by phone! I missed a call regarding my test results yesterday and was instructed to contact the main reception to follow up. When I attempted to call back later, I found myself seventh in the queue, but after waiting 40 minutes I had to disconnect as I was at university. I made another attempt to get through today, starting at position 12 in the queue, hoping for a quicker response. However, two hours passed and I only progressed to third in the queue, where I remained for quite some time before the line unexpectedly disconnected. The staff members I've encountered during recent visits have been wonderful and clearly work very hard, and I'm grateful I'm not dealing with a serious health concern because reaching reception via telephone is genuinely frustrating!

Long phone queues and poor management here

This practice has significant issues with its management and operations. Getting through by telephone is extremely time-consuming, often requiring considerable waiting periods. There were concerns about infection control practices during appointments, and there appeared to be a preference for recommending certain procedures rather than seeking specialist input when appropriate. The overall experience was disappointing.

Felt truly listened to and cared for

The care I have received from this health centre over recent months has been utterly outstanding. The clinical staff have gone over and above in their care. I'm very thankful for this!

Reception closed with no warning message given

I waited over an hour only to find that the reception area appeared to be unavailable with no prior notification, and after this extended wait at around 18:37 I eventually disconnected. I have not been receiving appointment confirmation messages, and when I do manage to secure an appointment, these confirmations still do not arrive. I have attended the practice on five separate occasions regarding the same issue, yet it remains unresolved. Additionally, the surgery contacted me to arrange a follow-up appointment, but I did not receive a callback regarding this, leaving me uncertain about the status. While I have generally been satisfied with the practice previously, my recent experiences have left me quite frustrated, and I am now facing the prospect of going through this process again tomorrow, which I am finding very discouraging.

Doctors who actually listen and help

Excellent medical professionals. When something goes wrong, they put it right. Fantastic service.

Practice showed up when I needed them most

Whenever I have required support from this practice, they have consistently been available. Even during challenging periods when resources were stretched, they have managed to provide prompt appointments when urgently needed. All healthcare professionals have demonstrated kindness and understanding, despite clearly being under considerable pressure. I am very grateful for their service.

Receptionists unhelpful with appointment access

Not recommended. The reception staff appear indifferent to patient needs. Securing appointments proves difficult even when calling at opening time. An online booking system exists but access credentials are not provided to patients. Edit: I experienced no difficulties reaching the practice initially, though wait times were considerable as is typical. My concerns centred on the reception team's approach as noted previously. It seems feedback submitted here may not receive adequate attention either.

Couldn't reach doctor after waiting all morning

Extremely frustrating experience trying to reach someone since early morning to discuss my test results. When I finally got through, I was informed the practice had closed their lines for the day. I was unable to have the consultation about my results that had been recommended, and was asked to call back the following morning and attempt again. This is incredibly disappointing. The practice was previously excellent but has noticeably declined in quality. While I understand the pandemic has created additional pressures and challenges for staff, I feel that not all service issues can be attributed to this. I find it very difficult to get a callback from a clinician under normal circumstances, and it seems the only way to receive a response is to indicate the matter is urgent.

Staff treated me with genuine respect

I relocated to this practice approximately a year ago and have been very impressed with the team here, particularly when compared to my previous surgery. All staff members have shown me courtesy and consideration, and I am genuinely grateful for the dedication they demonstrate during these challenging circumstances.

Long-time patient frustrated by flu jab delays

We have been patients at this surgery for nearly four decades and have consistently experienced outstanding care from the capable clinical staff. My husband falls into a higher risk category and receiving his annual flu vaccination is particularly significant for his health. I recognise the considerable demands currently facing medical practices, however when I contacted the surgery approximately three weeks prior to enquire about when this year's flu clinics would commence, I was given a brief response indicating that arrangements had not yet been finalised and suggesting I call back towards the end of September. It has since come to my attention that several acquaintances and family members attending different surgeries have either already received their flu vaccination or have appointments scheduled within the coming days, despite not being in a higher risk category themselves. We have made several attempts to contact the surgery for further information but have been unable to reach anyone. A notification on the practice website regarding the vaccination programme would have been helpful. As a result, we have made alternative arrangements to obtain the vaccination elsewhere.

Getting through for appointments feels impossible now

I used to feel very appreciative of this practice until the pandemic period began. The approach taken towards patient care and accessibility has felt disappointing. There appears to be limited flexibility for those working unconventional hours, as securing a phone appointment requires calling early in the day, which can be challenging for night shift workers. When appointments do seem unavailable, persistence in enquiring sometimes results in slots becoming accessible. The reception team's demeanor could benefit from greater warmth and understanding when interacting with patients, though the clinical staff members are generally approachable and helpful when access to them can be arranged. I recognise the practice has been managing significant pressures and attempting to minimise in-person consultations during this period. However, the current system of remote consultations combined with prescription management alone may not adequately address all patient needs. The difficulty in obtaining appointment availability has been a source of considerable stress and has negatively impacted my wellbeing. It would be beneficial if patients felt more valued and supported in their interactions with the practice, as they did previously.

Getting through for appointments remains difficult

I have been a patient at this practice for approximately four decades and have watched it develop considerably over that time. The clinical staff have consistently provided excellent care, however during the past year both of my parents have experienced significant disappointment with the surgery. My father, who typically only seeks appointments when absolutely necessary, has found it extremely difficult to secure one. My mother faced similar challenges previously, and both feel quite let down by their experiences with the practice. This is not a reflection on the quality of the clinical team, but perhaps greater understanding from the reception staff could make a difference. I would like to be more positive, but witnessing my parents' frustration has understandably affected my overall impression. Following this, I appreciate the response provided. I have shared the updated appointment procedures with my father and explained how the new system operates. There appears to be insufficient communication to patients about these changes at present, which likely explains why older patients are finding the process challenging. My father has now managed to speak with a clinician this morning and we are hopeful that matters will progress from here. Thank you to you and the entire team at the surgery.

Receptionists could improve their phone manner

The clinical staff are excellent, however the reception team frequently display an unhelpful manner and tone during interactions. I recognise they have faced challenging circumstances, but I feel that a caring approach is essential for this role. Over the past year, the majority of my phone calls have been managed in a way that felt dismissive or lacked warmth.

Clean, bright surgery with cheerful staff

This is a medical practice and health facility that provides minor treatment services alongside general practitioner consultations, with some clinicians focusing on specific medical specialties. The centre also includes a counselling service. The premises are consistently maintained to a high standard of cleanliness, with bright and spacious surroundings, and the team members appear content and engaged in their roles.

Same-day callback system makes appointments manageable

I've had excellent experiences here compared to my previous providers. There are areas for development, though. Appointment availability has become more challenging, with waits extending beyond a month now. I do appreciate the telephone consultation option available, where you can register in the morning and receive a call from a clinician the same day—it's a practical solution. Some clinicians stand out more than others; there's one in particular who demonstrates exceptional care and commitment to resolving patient concerns thoroughly. Another clinician I found to be very capable has reduced their presence at the practice recently. My main frustration is with the updated digital platform. The new patient app is significantly less user-friendly than its predecessor, particularly for managing prescriptions, which I use frequently. The system is unreliable and doesn't function as well as it should.

Easy prescription arrangement for temporary resident

I work in a very busy pharmacy in the area and needed to arrange a prescription for a patient of the practice who was temporarily residing in a care facility nearby. Normally this would be quite challenging to coordinate, but on this occasion it was remarkably straightforward. The staff member I dealt with was fantastic. Excellent service.

New patient welcomed with genuine listening

I am a new patient at this practice and I cannot speak highly enough of my experience. I attended an appointment recently and the level of care provided was outstanding. The clinical staff demonstrated excellent listening skills and attentiveness throughout my visit.

Switched practices after frustrating appointment delays

After waiting such a considerable time for an appointment, and finding the current system quite challenging for those working standard office hours, I have since re-registered at my previous practice and was able to be seen within a day of doing so.

Reception staff were dismissive and inconsistent

The reception staff were unhelpful and overly inquisitive. There were inconsistencies between what was communicated over the phone and what was stated during the visit.

Compassionate care during a difficult time

My mother has recently passed away and she was under the care of a doctor at this practice. This healthcare professional was a tremendous source of support to our family and demonstrated exceptional dedication to their role.