Nantwich Health Centre

Friendly staff helped me get appointments quickly

A well-resourced surgery with approachable and capable staff members who make genuine efforts to work around your scheduling preferences. Appointments are generally available when needed, though initial self-management using pharmacy-recommended options is often encouraged first. The clinical team here have consistently provided positive interactions throughout my visits.

Felt dismissed and unheard during appointment

I had a very negative experience during my appointment. I felt the clinician was dismissive and unwilling to engage with my concerns. The interaction left me feeling like I was imposing on their time rather than receiving proper care. I found it particularly difficult given how challenging it already is to secure a consultation, and being made to feel like a burden only compounded my distress. I have noticed that several practitioners I previously felt comfortable with are no longer at the practice. Due to this experience, I am considering registering elsewhere for my healthcare needs and would suggest that others explore alternative practices before making their choice to register here.

Reception staff made our visit feel welcoming

We consistently receive excellent service and care at our local health centre! We have two young children and the team is always welcoming and attentive whenever we visit. Today was particularly memorable. I brought my young son for his routine immunisations and pre-school boosters, which came four weeks after he had found his previous vaccination appointment quite distressing. The receptionist was wonderful as always and gave our son lots of attention. A team member had also been very supportive during the earlier appointment four weeks ago, but our son was understandably nervous today, anticipating what lay ahead! After some initial resistance and with assistance from another member of staff, we managed to complete the injections and he's doing perfectly! We're very grateful to everyone involved!

Staff made assumptions without listening properly

The staff members seem to make assumptions about my health without thorough consideration. Having experienced a serious respiratory illness previously, I feel I have some understanding of chest-related conditions. I believe the practice would benefit from reviewing their assessment procedures. While the clinical staff I have consulted with have been competent and professional, I question whether they fully understand the complexities of my situation.

Impossible to reach by phone for appointments

A deeply frustrating experience that I cannot recommend, particularly if you have genuine healthcare concerns requiring prompt attention. Alternative services such as 111 may be worth considering. Securing an appointment presents significant difficulties, as repeated attempts to contact the practice by telephone frequently go unanswered. The likelihood of obtaining a connection seems considerably lower than chance events. While the practice may struggle with patient demand, this does not adequately explain the apparent lack of adequate support systems. I also have concerns about the clinical competence demonstrated during my interactions, which compounds these difficulties. I am actively seeking to transfer to another practice and feel fortunate to have the option of accessing private healthcare when necessary.

Front desk staff dismissive when trying to cancel

The reception team came across as rather dismissive and unhelpful during my interaction. They seemed keen to move things along quickly without providing much useful guidance. It would be beneficial if the team received additional training in customer service skills. The phone system is also quite frustrating, as it provides extensive information before connecting you to someone at the desk—when all I needed to do was cancel an appointment.

Friendly staff made registration straightforward

The staff were very welcoming and appeared to be doing their best given the current circumstances. As a student, I needed to register with a practice for the first time in the area. The registration process was straightforward, and I received a call to arrange a health check within about a week, with an appointment scheduled for a couple of weeks later. This practice seemed to offer a better experience compared to the other practices located in the same building.

Reception staff dismissive about test results

The receptionist I spoke with was unhelpful when I raised concerns about my test results not being reviewed. I felt dismissed when expressing my frustration. The practice would benefit from having additional clinical staff available.

Reception staff weren't very considerate

The reception team's approach can sometimes lack sensitivity and come across as discourteous.

Quick phone appointment led to thorough in-person care

After receiving my annual blood test, I got in touch with the surgery to discuss the results and arrange a review appointment. A telephone consultation with a nurse was scheduled very quickly, which was particularly appreciated given the circumstances at that time. During our phone call, the nurse felt it would be beneficial for me to come in for an in-person visit, and they were able to offer me a slot the next day. When I attended, the appointment started promptly and the nurse demonstrated exceptional attention to detail, offering comprehensive guidance throughout. The care provided was of an excellent standard.

Patient explanation helped ease my worries

Extremely patient and helpful staff member who reassured me and provided clear explanations about my concern. Much appreciated, especially given the day of the week. Thank you.

Long waits despite scheduled appointments

Attended the practice on two occasions with my child. The waiting times were considerably lengthy on both visits, with delays exceeding 45 minutes beyond the scheduled appointment slot. The staffing levels appeared to be quite limited throughout the facility.

Reception staff were unhelpful and rude

This practice has not met my expectations. I found the clinical staff unhelpful and the reception team unwelcoming and unhelpful. I would recommend considering alternative healthcare providers. The practice could benefit from reviewing its staffing and management approach.

Long waits with no updates or support offered

I found this practice to be deeply unsatisfactory and would not feel comfortable recommending it to others, particularly those with significant health concerns that require proper attention. During a recent visit, my partner was kept waiting at the practice for considerably longer than the scheduled appointment time without any communication regarding when she would be seen. Following this, she was asked to travel between multiple locations to track down a prescription, despite having no prior notification that collection would be necessary. This was especially problematic given her condition at the time. Throughout the four years she has been taking this medication, collection had never been required before. After the extended wait, the only acknowledgment offered was a basic offer of water. This experience was wholly inadequate, and we are making arrangements to transfer to a different practice.

Reception staff seemed more focused on pleasing others

This practice has significant shortcomings as a patient experience. Most of the clinical staff appear to prioritise operational metrics over patient care, with only occasional exceptions. The administrative team's conduct is inconsistent and unreliable. In my experience, they seem to favour certain individuals over others, and their approach does not prioritise patient interests. The workplace culture appears to discourage complaints, with a tendency for staff to respond defensively when concerns are raised. I would not recommend this practice to others seeking healthcare.

Phone lines need a proper queuing system

I find it frustrating that a telephone queuing system is not in place, as this service exists at other NHS locations. Since I only contact the practice when genuinely necessary, it is disappointing that when unable to reach someone by phone, the standard response is to call back the following day. This situation can persist for several days, which is concerning when unwell. Attending in person at opening time means joining a queue of patients already waiting, as this appears to be the most reliable way to secure an appointment. The overall experience is quite unsatisfactory, though I acknowledge that once an appointment is obtained, the care provided is good.

Phone lines difficult to get through on

The only reason I give it 3 stars is because of the difficulty of getting through on the phone during peak morning hours. It's virtually impossible although it could be argued that someone must be getting through as the appointment slots for the clinicians are all occupied. I have a speed dial on my mobile that automatically keeps calling back so I eventually get through but vulnerable patients who have to keep redialling themselves must be very frustrated and may give up and potentially leave themselves in a difficult position. Apart from this the surgery is great, the staff are very friendly and professional and the vast majority of the clinicians are wonderful and provide excellent care.

Hard to book an appointment here

It can be challenging to secure an appointment at this practice.

Phone line frustrating but friendly staff help

I concur with previous reviewers regarding the limitations of the telephone inquiry service. That said, the medical facility itself is well-resourced and the team members are genuinely welcoming. It is worth noting that despite the opening hours displayed, the centre appears to operate on weekdays only and does not appear to be open at weekends. It would be advisable to verify availability before visiting on a Saturday or Sunday.

Couldn't get through on the phone line

I waited for an extended period trying to reach the practice by phone. After my initial attempt lasting several minutes, I tried again for another period without success. Eventually, I made the journey to the practice in person while still attempting to connect by phone. Upon arrival at the reception desk, I handed the phone over to the staff member, as the line was still ringing unanswered.