Chadwick Practice

Refused ear treatment, forced to go private

I experienced an issue with ear blockage and attempted home treatment for a fortnight without success. When I contacted the practice to arrange an appointment hoping to receive a specific procedure, I was informed that this service is no longer available at the surgery and that I would need to seek private treatment instead. After nearly five decades of contributing through national insurance, I felt disappointed to be told that this particular treatment could not be provided and that payment would be required to access it elsewhere.

Impossible to book appointments in the morning window

Disappointing experience with the appointment booking system. The practice requests calls between 8:30 and 9am to schedule appointments, but even when calling early in the queue, availability runs out within minutes and you're asked to try again the next day. This has been a consistent pattern. The reception staff can come across as overly authoritative despite their administrative role. The clinical staff also seem uncertain at times, appearing to rely heavily on online research rather than providing confident professional guidance, which feels like something that could be done independently at home.

Phone lines constantly busy and unresponsive

Extremely poor telephone accessibility. I attempted numerous times over several minutes to reach the practice to cancel an appointment, only to encounter continuous busy signals. After finally connecting and listening through an extended recorded message, I selected the option to speak with someone, but the call disconnected. This occurred on multiple occasions. I'm very frustrated by this experience. I've decided not to pursue further contact attempts and will simply not attend the appointment, anticipating they may later question the missed visit.

Impossible to reach by phone for weeks

I have been trying to reschedule an appointment for more than two weeks without success. On each occasion I have called, regardless of what time of day I attempt to contact them, the line is constantly busy. There are no alternative methods available to get in touch with the practice. When I did manage to get through a couple of weeks ago, an automated message indicated that they were experiencing a high volume of calls, which made the situation feel particularly frustrating. It appears that their communication systems require improvement, yet the responsibility seems to have been placed on patients rather than addressing the underlying infrastructure issues.

Phone lines impossible, doctor didn't listen to me

Spent an hour attempting to reach the practice by phone only to be informed that no appointments were available, with the suggestion that attending in person at opening time the following day would offer the best chance of being seen. I made the journey early in the morning while experiencing discomfort, only to have a telephone consultation several hours later where I was told that my symptoms didn't match a previous diagnosis, despite having been given information about this condition at my last visit. The clinician indicated there was little that could be done and when I enquired about managing my discomfort, a relevant medication was suggested. However, I felt rushed during the four-minute call and wasn't given adequate opportunity to discuss my other symptoms, with the clinician appearing dismissive. I was advised to modify several lifestyle factors, including reducing alcohol, stopping smoking, avoiding certain foods, and discontinuing a particular pain relief medication, as these were suggested to be the cause of my discomfort. Had I been given more time to explain my situation fully, the clinician would have understood that I only engage in one of these behaviours. I have no complaints about the wider team, who work tirelessly and consistently demonstrate genuine care and professionalism. However, today's experience left me feeling unheard and considering whether another practice might provide better continuity of care and attention to my medical history.

Couldn't get through on the phone

Unable to obtain a telephone appointment despite multiple attempts to book one. Repeatedly advised to call back at different times. Considering switching to a different practice as a result.

Registration appointment called twenty minutes early

I wanted to register at this service after relocating to the area. I completed the registration forms (for the second time) and was informed that a telephone appointment would be necessary to complete the process. The only available slot offered was in the early afternoon on a particular date. I was told that I would need to answer the call at that specific time or registration would not be possible. When I mentioned that I work in education and asked if alternative times were available, I was informed there were none. I confirmed the appointment time and added it to my calendar, arranging for a colleague to cover part of my work commitments. I arranged cover from slightly before the scheduled time to allow myself to reach a quiet space and wait for the call. However, I received two calls approximately twenty minutes before the agreed time. Expecting a follow-up call at the confirmed time, none came. Unable to return the calls as they came from a private number, I attempted to ring back multiple times during and after the appointment window, only to receive a message stating the line was busy, with no option to queue. I visited the practice about an hour later to explain what had happened. The receptionist informed me that the clinician could apparently call "around" the appointment time, which I had never been told beforehand. This was frustrating, as I would not have accepted the appointment under those terms. I explained my work situation and was told the clinician would contact me again. I later found a voicemail asking me to ring back. When I called, I was placed in a queue for a considerable time before being told the clinician had finished for the day and would not be calling. After being assured I would receive a call, I had spent a lengthy period waiting only to be informed this would not happen. I expressed my dissatisfaction, noting that calling significantly before an appointment time is inappropriate, and indicated I would be leaving feedback about my experience. I acknowledged that the receptionist was not responsible for the situation. I am now unable to register with this practice due to circumstances beyond my control. I remain respectful of the NHS and its staff, but I feel I have been prevented from registering due to missing a call that was made at an unconfirmed time, without prior notice that this could occur. The situation has been frustrating.

Dismissive approach leaves patients without proper help

The approach of dismissing concerns and repeatedly directing patients to call back the following morning at 8am is a frustrating practice that raises serious questions about the quality of care being provided.

Impossible to reach and unhelpful staff

Difficult to get in touch with, and the team was not particularly helpful when attempting to reach out. There also seem to be ongoing issues with keeping patient information up to date.

Hard to book appointments but staff are friendly

A capable practice with pleasant and knowledgeable staff, though accessing appointments has become increasingly challenging. The telephone booking system involves lengthy waiting times in queues, and appointments must typically be arranged on the day itself, making it easy to lose your slot when you are unwell, which adds to the stress. During recent visits, I have consistently experienced waits of over half an hour beyond my scheduled appointment time before being seen.

Reception team were genuinely helpful and kind

They consistently demonstrate a willingness to assist. Treating them with courtesy encourages them to provide the support they are able to offer.

Long-term patient appreciates the dedicated team

I have been a patient at this practice for many years and consider them to be excellent. The team demonstrates genuine commitment to supporting all of their patients. There can be occasional waiting times, but given the size of their patient list I believe they manage remarkably well under the circumstances. I have only positive things to say about the entire practice. Thank you x

Reception staff were polite but appointment changes caused problems

Following over two years of experiencing what I perceived as disrespectful and offensive conduct during consultations, I found myself seeing the same clinician again due to an unplanned appointment reassignment, despite my previous efforts to avoid this situation. The interaction proved similarly uncomfortable, and when I indicated my intention to document the conversation, the clinician declined to proceed with the consultation. Subsequently, I submitted a formal complaint regarding these experiences. I have now received notification that I have been removed from the practice, with the reason cited as my conduct during that appointment. I should note that all other clinical and administrative staff members have consistently demonstrated courtesy and professionalism throughout my time at the practice.

Struggling to book appointments despite many calls

I've been unable to secure appointments despite making numerous attempts to contact the practice from early morning, and after waiting in line was informed that no slots were available and directed to seek urgent care elsewhere. Although I've been a patient here for many years and have a positive relationship with my usual doctor when I'm able to see him, I'm considering switching to a different practice.

Friendly staff who actually listen to you

I have been a patient at this practice for many years and have consistently had a positive experience. The team members are always courteous and supportive, and I find the clinicians approachable and easy to communicate with. They demonstrate genuine care for their patients' wellbeing. I would be happy to recommend this practice to others.

Friendly staff and a useful online booking system

My family and I have consistently had good experiences at this practice. The team members are courteous, welcoming and well-informed. There have been occasions when I've needed to hold on a telephone line to book an appointment, though this is reasonable considering the practice is busy with a large patient population. Once I've reached someone, arranging an appointment has been straightforward. The digital appointment booking system and the ability to access your health records online is convenient, intuitive and straightforward to navigate - and the advantage is you can avoid waiting on the phone altogether! I would suggest this service to others - given the current demands they are managing, they deliver a commendable service!

Phone queues make booking appointments difficult

I attempted to call at the designated time in the morning as instructed, but was unable to reach anyone until nearly an hour later. When I finally got through, I was informed that no appointments were available and was asked to try calling back the following morning. I found the current appointment booking system to be quite frustrating and inefficient.

Reception staff were unhelpful and rude

I required a form to be completed and was informed it would take approximately two weeks, however it has now exceeded that timeframe by a week. When I attempted to arrange an appointment to discuss this matter, the staff member who answered my call was unhelpful and displayed a dismissive attitude. I have been disappointed with my overall experience at this practice, particularly regarding the reception team's service.

Nurse practitioner restored my faith in the practice

The clinical staff tend to focus heavily on their computer screens rather than making eye contact with patients. It might feel like you could get similar information from an online search. Appointment availability can be quite limited, with waits extending beyond a week to see a healthcare professional. Update: A more recent appointment with a nurse practitioner proved to be a much better experience. They were approachable, personable and demonstrated professionalism throughout.

Couldn't get through on the phone line

I have been attempting to reach the practice since early morning and have only encountered an unresponsive line. This experience has prompted me to consider switching to a different medical practice.