Chadwick Practice

Couldn't get through on the phone

I recently accompanied my partner to the surgery for an appointment and the experience was disappointing.

Phone lines impossible, reception queue chaos

Unable to reach the practice by telephone, and when contact is made, the conversation feels confrontational. There was a significant wait at reception during a busy Monday morning, with what appeared to be limited staff engagement despite the queue of patients, some of whom were visibly uncomfortable standing for extended periods.

Switched surgeries after feeling bullied

I had a very difficult experience at this practice and felt it was necessary to change surgeries. I did not feel supported during my appointments and found the interaction unhelpful. The other staff members were pleasant and professional.

Impossible to reach by phone in the morning

Unsatisfactory experience. It required numerous phone attempts starting at 7.59 until 8.15 before successfully connecting. Once through, I requested to see a doctor. Instead, I was offered an appointment with a nurse practitioner who was only able to address a single concern. The nurse suggested contacting reception to arrange a pre-bookable appointment, indicating they could assist. When I followed this advice, I was informed that no such appointments were currently available. I was told I would need to call first thing in the morning or attend in person at 8am. Given that my working day begins at 8, this arrangement is not practical for employed patients. My previous practice was far more accommodating, and I am concerned that the current setup will negatively impact my ability to maintain my health, as the difficulty in accessing appointments is discouraging.

Quick to answer the phone here

My family and I registered with this practice around two months ago. The experience has been remarkably different from our previous healthcare provider. I was impressed by how promptly calls are answered, the helpfulness of the team members, and the excellent care provided by the clinical staff. The reception team were particularly pleasant and welcoming. Overall, it has been a very positive experience with the practice.

New patient registration went smoothly and positively

I recently registered as a new patient and have found the interactions I've experienced so far to be quite positive.

Reception staff unhelpful when requesting urgent medication review

I rang the surgery this morning because I had run out of one of my regular medications and needed to arrange a refill. I was told that a review would be required before I could obtain more. I explained to the staff member that I was completely out and required the medication urgently. They said they would pass the message along to the pharmacy. After waiting an hour, I called back to check on the progress of my request, only to be told that it had only been an hour since my initial call. I also mentioned that I was at a supermarket waiting for the tablets so I wouldn't have to make another trip out later. The staff member indicated there was nothing further they could do at that moment. I became increasingly frustrated and ended the call. However, I received a callback just five minutes later to inform me the medication was ready. When I checked my NHS account afterwards, I noticed I had been described as rude by the staff member. The entire process began at 9 in the morning and I didn't arrive home until 11.30. It felt like a considerable waste of my time.

Impossible to get through on the phone

Extremely difficult to get in touch with, and when contact is made, the assistance provided falls short of expectations.

Always listens and tries to help

The clinician demonstrated a compassionate approach and consistently made efforts to provide assistance.

Long wait just to hear no appointments available

I waited in a queue for an extended period only to be informed that no appointments were available that day, which I found frustrating.

Efficient vaccination clinic with helpful staff

I would like to praise this practice for the excellent organisation of the vaccination clinic today. All patients were attended to promptly and the entire team demonstrated helpfulness throughout. Well done to everyone involved.

Reception staff were dismissive and unhelpful

Disappointing experience overall, with unhelpful reception staff and unfriendly clinical staff. When concerns were raised, the response was dismissive. The treatment of elderly patients appeared particularly poor. This has been among the worst experiences at a medical practice, with lengthy wait times to reach anyone and an outdated automated message system. The service felt inadequate throughout.

Getting appointments feels impossible now

The practice provided excellent care before the pandemic and there were no complaints at that time. Since then, accessing appointments has become significantly more difficult. Appointments now require calling at a specific early morning time to inquire about same-day cancellations, even when requested by healthcare professionals. When appointments are secured, consultations appear limited to addressing a single issue, regardless of whether multiple concerns require attention. Waiting times for routine tests have extended considerably, which feels problematic given the impact on patient wellbeing. The reception team and several clinical staff members are pleasant and professional, however the current appointment system feels burdensome and counterproductive to delivering effective care.

Staff got back to me quickly

I transferred to this practice after many years at another location. The staff have been very helpful and responsive to my inquiries. Although I haven't yet needed to see a clinician, I have attended an appointment with a nurse and found the experience to be excellent. The reception team were courteous and professional throughout. 👏

Reception staff were genuinely helpful and caring

Registered with this practice several months ago. I find the service to be excellent. The clinical staff and reception team are considerate, friendly and very supportive, as well as being easy to talk to.

Couldn't get through on the phone

I would rate this experience much lower if possible. I attempted to contact the practice at the recommended time in the morning, but found the telephone lines consistently engaged and difficult to reach. After eventually connecting, I was kept waiting for an extended period while listening to the on-hold music, only to learn that all available slots for that day had been allocated and I would need to try calling back the following day.

Phone lines constantly jammed during opening hours

The telephone lines during the early morning hours appear to be consistently busy, with calls either not connecting properly or resulting in engaged tones. When contact is eventually made, interactions with reception staff can feel dismissive. Additionally, it seems difficult to reach the clinical team once the morning period has passed, which feels frustrating.

Couldn't get through on the phone

I made numerous attempts to reach the practice by telephone without success. This level of difficulty in getting through is concerning.

Professional practice with caring staff approach

The team demonstrated professionalism and competence throughout my visit. Considering the challenging circumstances of recent times, the practice operates efficiently with staff who show genuine care and compassion towards patients.

Reception staff were dismissive and unhelpful

I was disappointed by the manner of the front desk staff during my visit. The receptionist appeared dismissive and lacked empathy when dealing with another patient who was struggling to arrange an appointment. When I forgot to bring my glasses to complete a repeat prescription form, I received a similarly curt response. It seems unfortunate that someone with such an abrasive approach to patient interaction has been placed in a public-facing role at the practice.