Nantwich Health Centre

autocratic regime

Last year I had problems with severe pain in my shoulders. Normally I would take no notice but Sir Chris Hoy was on the TV the day before and explained how his prostate cancer was discovered, it all started with pains in his shoulders, After being told I would be referred to a physiotherapist I explained this to the receptionist who disappeared for a few moments, then came back and told me I could see the doctors a couple of days time, as it happened I had another appointment at the same time and was told in no uncertain terms take it or leave it affectively. This month I had a really bad pains in my back and again I have been referred to a physiotherapist. It seems to me that this surgery instead of seeing and diagnosing patients problems they are ‘box ticking’ by referring you elsewhere, ie physiotherapist, appointments with whom are now some 8 weeks off, so they can say another one dealt with! It also seems to me this is an autocratic practice, I have lived in many parts of the country, have been on the patients list on many different practices up and down the country and without any shadow of doubt, this is my worst experience of a gp service. In the past few years I have never known any surgery that has had such a high turnover of not just gp’s probably in excess of 5 or 6: but also the administration staff. I rather suspect they receive an extreme amount of abuse because of the manner in which the surgery is run. That said, whatever the reason, it is unacceptable to vent your anger on the admin staff, they are only following rules set down down by the senior management.

Refused registration due to unconventional address

I would give a lower rating if possible. We were unable to register at this practice because we do not have a residential address in the catchment area, as we live on a boat and travel continuously, though we are present in the locality for an extended period. Despite our understanding that the practice has a legal responsibility to accept patients in our circumstances, they indicated this conflicts with their registration policy. We found this decision deeply disappointing and feel it has had a detrimental effect on our wellbeing. We are considering pursuing this matter further.

Reception gave me someone else's test samples

I will start by saying exceptional praise for one particular clinician who is the kindest, most caring and empathetic health professional I have encountered in a very long time. I am incredibly saddened and shocked to find out they will be leaving as they are sadly the only doctor I trust here and the only redeeming feature of this practice. There is an awful lot that could be learnt from this person as they are, in my opinion, everything a GP should be, someone who meets you with care and compassion, listens, shows empathy and truly wants to do the best for their patients. However, I must express serious concerns about the rest of this practice, which I consider to be the worst GP practice I have ever had the displeasure of being a patient of. I have lived in many places across the UK and this is by far the worst GP practice I have encountered. The past year I have already been having an incredibly stressful time with serious health conditions which are still under investigation and my experience at this practice has only added to my stress. The list is lengthy, but at this practice I have received test materials with incorrect patient information, I have been given wrong information by administrative and reception staff multiple times, I have received incorrect prescriptions and I have been repeatedly made to feel like there is nothing wrong with me despite subsequently discovering significant health findings. There appears to be something going seriously wrong at this place and it would benefit from a comprehensive review and improvement.

Helpful clinician who listens and goes further

I had a wonderful experience with my healthcare provider. They demonstrated genuine kindness, attentiveness and empathy throughout my interactions. They have been instrumental in supporting me through various situations and consistently go the extra mile to help. During a visit that was initially scheduled for a family member, they noticed I was struggling and took the time to assist me as well, despite it not being my appointment. Their understanding nature and exceptional care make them stand out significantly from other practitioners I've encountered.

Same day appointment made the difference

I have been very satisfied with this medical practice since relocating to the area. I was able to secure an appointment on the same day I requested one, and the clinician I consulted with proved to be exceptionally supportive and attentive.

Staff showed no empathy for urgent matters

This practice and its team fell short of expectations. There was a lack of compassion, responsibility, and responsiveness when dealing with matters requiring prompt attention.

Responsive clinician who listens carefully

Just 3 stars for the Health Centre itself BUT definitely 5 stars for my GP. They really go above and beyond to study your medical history and offer the best treatment and medication. A marvellous clinician who actions things quickly and efficiently.

Reception staff unhelpful and dismissive throughout

The staff members were unhelpful and dismissive. They seemed to actively look for reasons to avoid assisting me rather than attempting to resolve my concerns.

Reception staff made us feel genuinely welcome

I cannot express enough appreciation and gratitude for the exceptional care and kindness shown throughout my family member's healthcare journey during a period of medical complexity. The clinician demonstrated genuine compassion and unwavering support during a challenging time. They are truly a valued member of the practice and our community. I would also like to extend my thanks to the welcoming reception team.

Reception staff were pleasant and welcoming

Five stars for the clinical team! What a wonderful experience and has restored my confidence! So compassionate and approachable and a real asset to the practice. The reception staff are consistently friendly and welcoming too.

Staff didn't follow through on promised callbacks

Since registering at this practice, I have experienced a series of issues including prescription problems, referrals that were not progressed as expected, incorrect documentation being provided, and follow-up calls that did not materialise despite assurances they would happen. These difficulties have had a significant negative impact on both my physical and mental wellbeing. I feel the staff lack concern for how their actions affect patients, and my interactions with management have left me feeling unsupported and dismissed.

Receptionists handle difficult situations with grace

If I could give 10 stars, I honestly would. The reception team are always lovely and welcoming. They often deal with challenging situations, but honestly handle them brilliantly! All of the clinical staff are amazing. The doctors provide excellent care and attention. The nursing team are brilliant as well, always friendly and kind without fail. Just being patient with them and they will do their absolute best to look after you and your family.

Phone booking system needs serious improvement

My rating breaks down as: 10 stars for the clinical consultation, 0 stars for the phone and booking system. It was incredibly refreshing to be seen by a healthcare professional who listens carefully, takes the time to conduct a thorough examination, and provides helpful information to support your understanding of your own health. Thank you for the excellent care received.

Reception staff were genuinely helpful and polite

The reception team consistently demonstrated politeness and helpfulness. The clinical staff provided excellent care. I would certainly recommend this practice.

Receptionists block access to actual doctors

The reception staff at this practice appear to take on a gatekeeping role that feels excessive, and their manner can come across as unwelcoming. However, once you do manage to reach the clinical team, they prove to be genuinely supportive and helpful. It does seem that appointments are only available if you call at a specific early time, which can be frustrating if your health concern develops later in the day.

Receptionist hung up when asking about blood results

I had blood work completed several weeks ago. The practice operates on a system where they only contact you if there are concerns, otherwise silence indicates normal results. During a previous phone consultation, it was agreed that my scheduled nurse appointment would include a discussion of these blood results. However, when I attended the nurse visit, they declined to review the results as this hadn't been formally noted on the appointment. I raised this concern at reception and was informed that a doctor would need to discuss the findings instead. After waiting some time, I called back to arrange a doctor's appointment but was advised a nurse would see me instead. When I questioned the receptionist about why I hadn't been notified regarding my blood work, mentioned some other health concerns, and asked whether the nurse could address these matters, the receptionist became defensive and terminated the call.

Disappointed by the poor service quality

I was taken aback by the standard of service provided at this practice.

Frustrating phone queue blocked appointment access

The appointment booking process felt unnecessarily complicated. When I attempted to arrange a consultation at reception, I was informed that I would need to call during morning hours instead. After waiting a couple of days until I had availability to make the call, I found myself competing with many others trying to reach the practice. Once I got through and described my concern, I was advised that it didn't qualify as urgent and that an appointment couldn't be provided. I was quite disappointed by this experience.

Charged for questionnaire reading, then told vaccines unavailable

I contacted a local health centre regarding their travel vaccination service. I paid a fee for a consultation where the healthcare professional reviewed a questionnaire I had completed, despite my having already researched which vaccinations I would require. Following this payment, I waited approximately two weeks before being informed that one of the vaccines I needed was unavailable at that location. I subsequently arranged to receive this vaccine elsewhere, however that alternative clinic did not stock another vaccination I required. When I contacted the original health centre again to enquire about obtaining this second vaccine, I was told that the timing had become unsuitable and they could no longer provide it. This has necessitated seeking out yet another provider, which will involve paying an additional service charge in addition to the vaccine costs themselves. I found the overall experience to be poorly managed, and I feel the financial outlay has not represented good value for the service received.

Confusing directions to the car park entrance

The directions provided by Google Maps guide you down market street in search of the car park, but this route does not actually lead there. The correct way to access the car park is by turning in near the new marks and spencers building instead. This discrepancy is quite confusing, though I have been unable to find a way to report the inaccuracy to Google Maps.