Nantwich Health Centre

Reception refused to issue repeat medication

Disappointing experience at this practice. I was unable to receive a referral and was told I needed to schedule another appointment. The practice would not provide medication for my respiratory condition as they had not formally diagnosed it themselves. I was left without adequate support and advised to purchase over-the-counter remedies instead. The interaction was handled in a manner that left me feeling frustrated and dismissed. I have decided to seek care elsewhere and do not plan to return.

Fast appointment booking at Tudor practice

Visited the practice and found the service to be quick and well-organised.

Reception staff distracted while patients waited

There was a queue of patients waiting at reception. The receptionist stepped away to retrieve a form but was occupied for approximately 10 minutes, appearing to be engaged in conversation and looking at items on a phone while visitors remained waiting. This felt unprofessional. Additionally, a member of the nursing staff displayed a manner that came across as unwelcoming. Would not recommend this practice.

Midwife made me feel confident and heard

Had an antenatal appointment with the midwife, left feeling really confident and happy with the service received. After seeing numerous midwives throughout my pregnancy, I wish I'd had this particular midwife from the start! She made a really positive impression.

Reception didn't follow through on promised information

My spouse recently attended an appointment at the surgery and was experiencing significant mobility difficulties. Following the consultation, they were informed that exercise guidance and contact details for hospital imaging would be provided. However, neither the exercise information nor the contact details were received. Several days later, still experiencing discomfort, a follow-up call was made to the practice. The receptionist suggested calling back at a later date. The situation felt frustrating and unhelpful given the ongoing symptoms and lack of progress in receiving the promised information.

Felt listened to and well cared for

The doctor I saw provided excellent care and I have no complaints about the service received. I appreciate all the help provided.

Reception staff were dismissive and unprofessional

The reception team at the building entrance could benefit from improved customer service standards. There were instances where visitors felt spoken to dismissively, and concerns about patient confidentiality due to conversations being audible in public areas. The management of the front desk area may need to review protocols and ensure consistent professional conduct among staff. The clinical teams within the health centre itself are excellent and hardworking, which makes the contrast with the initial reception experience particularly noticeable. The facility itself is well-maintained, but the first point of contact experience could be significantly enhanced.

Long wait times and poor organisation

This practice has not met my expectations in terms of competence and efficiency. I have found the experience to be frustrating and feel my time has not been well spent.

Nurse could've been more attentive

The nursing staff at the surgery can sometimes come across as abrupt and inattentive during appointments.

Reception staff made us feel genuinely welcome

I had a very positive experience with the reception team and clinical staff at the health centre. They were consistently accommodating when arranging appointments for my son and made me feel welcome rather than like a burden. One clinician in particular stood out for providing excellent care and attention.

Phone queue system needs improvement

I am both a patient and a consumer, yet I find myself in a difficult position. When I require medical guidance, I am instructed to contact the following day. However, this approach falls short of my needs. When I need to speak with a healthcare professional, I expect to be able to do so promptly, not at some uncertain point in the future or potentially never at all.

Reception staff made me feel welcome

The receptionist at the front desk was incredibly helpful, polite and kind.

Appointment chaos but doctors are genuinely good

I attended an appointment to see the phlebotomist but was informed they were no longer available. When I called back, I received conflicting information about my appointment status. Initially, I was told no appointment had been arranged, then that I hadn't been added to the list, followed by confirmation that I was on the list. The assistant manager subsequently called to confirm my listing. The whole situation felt disorganised, with poor communication between different parts of the practice and decisions appearing to be made inconsistently. However, I must note that the clinical staff have always provided excellent care, and my regular doctor has been particularly attentive, even making follow-up calls in the evenings regarding my health matters.

Dismissed by doctor, helped by management staff

I am giving a 1 star as I cannot give zero to the clinician I saw this morning. Suffering from significant lower back discomfort since Friday and this morning was so severe I couldn't get out of bed. I also experienced 2 episodes of feeling faint. I made an appointment to see a doctor. What a waste of time that was. No empathy at all. The interaction felt cold and dismissive. The clinician clearly had limited time available and all I was told was to take pain relief medication and that the condition would supposedly worsen before improving. That was it. So I left and went straight to speak with a member of the management team to complain, who was absolutely lovely. They took me to a private room, discussed my concerns and suggested I stay to be seen by a nurse, who then identified that I had elevated blood pressure. They also kindly arranged for me to see a physiotherapist this week. So glad I made the complaint. I felt brushed aside and not properly listened to. I pay my taxes and do not expect this sort of experience. I am very grateful to the management team member for their time and kind assistance today. Needless to say, I will not be requesting to see that particular clinician again.

Constantly changing doctors, never listened to

It's frustrating to never see the same healthcare provider and feel like your concerns aren't being properly heard. The staff can come across as dismissive, making you feel like you're imposing on their time rather than receiving genuine care and attention.

Phone results came through quickly

I attended for a blood test and was informed of my results via telephone approximately five weeks prior, with everything reported as satisfactory. I collected my medication the following week and am now due for another blood test. My spouse has received multiple text reminders regarding a flu vaccination despite already having scheduled an appointment. My spouse also received a call regarding a blood test result and was advised that antibiotics would be necessary, with a follow-up call promised for the next day. However, the prescription was not issued and no call came through as expected. This experience felt frustrating and disorganised.

Cancelled appointment due to vaccine shortage

Disappointing experience. I scheduled a vaccination appointment but received a call half an hour before I was due to attend, informing me that the required vaccine was no longer available.

Phone system makes booking difficult here

Having recently relocated to the area, we joined this practice. Our experience with administrative processes and medication management has been disappointing, and these issues remain unresolved. In comparison to our previous healthcare provider, I feel the approach here can be quite rigid, and there seems to be a disconnect from the understanding that this is a service for patients. I'm dissatisfied with the appointment booking system, the staffing structure, and the limited availability for consultations. After being registered for several months and despite a family member requiring hospital care recently, I have not yet had the opportunity to see a clinician. The practice would benefit from significant improvements and changes. There is considerable room for enhancement.

Booking struggles but staff really listen

As a long-standing patient at this practice, I have consistently positive things to say about the entire team. While appointment scheduling can occasionally present challenges and feel frustrating, I recognise this is likely a common experience across healthcare services. I would particularly like to highlight one clinician who demonstrates exceptional thoroughness and professionalism. I have never felt dismissed or undervalued during consultations; instead, this practitioner invests time in listening carefully and fully understanding my concerns before exploring different approaches and establishing a treatment plan together. In my view, this represents exemplary general practice.

Long phone queues make appointments difficult

The surgery can be somewhat slow in handling matters, particularly when trying to reach them by telephone, which occasionally takes considerable time to get through. Additionally, it is not always possible to see the preferred healthcare provider.