The Village Surgeries Croston & Eccleston

Friendly staff made me feel heard

Outstanding medical practice with an efficient and welcoming team. The healthcare professionals demonstrated approachable and comprehensive care throughout my visits.

Friendly staff and quick phone access

Excellent medical professionals who are approachable and competent, with efficient phone systems that don't involve lengthy waits. Truly outstanding service.

Reception staff made booking easy for children

Excellent support from the front desk team - they were very helpful in ensuring my family members were attended to quickly by clinicians and offered useful guidance! The doctors were wonderful as well. I've never had difficulty obtaining an appointment when required!

Quick appointment despite holiday timing

I was pleasantly surprised when I contacted the practice regarding a health concern and managed to secure an appointment within just a few hours. Given the timing around the holiday period, I had anticipated waiting considerably longer, potentially until the following week, which would have been inconvenient. I was therefore delighted to be seen promptly. Additionally, the staff member who took my call was friendly and helpful, which made the whole experience more pleasant.

Practice staff made me feel genuinely heard

A genuine asset to the local community.

Long wait times but that's standard

A two-week waiting period for an appointment is typical.

Staff went the extra mile for my mum

I cannot express enough gratitude to the surgery for the care and support my mother recently received. The clinical team demonstrated genuine compassion and understanding towards my mother during her time there, prior to her hospital admission. The staff were prompt in their response and made considerable efforts to facilitate her hospital referral, where she is now receiving the appropriate treatment she requires. Thank you very much from us both.

Helpful staff who listen and support well

The entire team has consistently demonstrated helpfulness, friendliness and a supportive approach. Multiple health matters have been effectively managed and supported with clear guidance provided throughout. The service has been excellent. Appointments are generally available when required, with appropriate referrals offered when necessary.

Friendly staff who really listened to me

Outstanding service with a welcoming and easy-to-talk-to team.

Staff were helpful and caring with elderly relatives

Excellent team members who were very supportive. They demonstrated great care and attentiveness towards my family member.

Reception blocked access despite worsening symptoms

Extremely disappointing experience. The reception staff appeared to overstep their role beyond their actual responsibilities. I spent a considerable amount of time on hold, and despite having been advised to contact the practice if my condition deteriorated, I was turned away when I did so.

Long wait then appointment cancelled without notice

This practice fell significantly short of expectations. I am considering filing a formal complaint and requesting relevant documentation. The parking situation is problematic. Despite arriving only slightly behind my scheduled time, I was left waiting for an extended period before being informed that my appointment had been cancelled. This was extremely disappointing. The journey itself was lengthy, taking nearly three-quarters of an hour to reach the surgery. On a positive note, the reception team were pleasant and welcoming.

Practice manager's handling of complaints needs improvement

This practice has many capable staff members, however due to the seriousness of our situation and the apparent effort to conceal it, public visibility seems to be the only way to encourage change. I understand staff face considerable pressure from challenging patient interactions, but our family has consistently remained respectful and cooperative, which appears to have enabled poor treatment and manipulation of my disabled family member, resulting in significant anxiety. The surgery needs to strengthen its safeguarding procedures and ensure that management practices include proper document retention, accurate communication of patient rights, and appropriate access to recorded interactions. These records exist to protect vulnerable patients from harmful conduct, not to avoid accountability or maintain an appearance of infallibility. This practice's ratings lag considerably behind comparable surgeries in the area. While most staff appear genuinely committed to their work, they all operate within a management structure that seems resistant to improvement. Feedback alone does not appear to drive change when it does not impact the bottom line, and this pattern has apparently persisted for an extended period without resolution.

Easy to get urgent appointments when needed

A pleasant practice with supportive team members. I've consistently been able to secure appointments promptly when requiring urgent care, and the medical staff have demonstrated thoroughness in conducting necessary follow-up consultations.

Efficient surgery with sensitive and caring approach

This practice operates smoothly with a competent team. The clinicians consistently demonstrate thoughtfulness and care when interacting with patients.

Village surgery that listens and cares

We are fortunate to have such a wonderful local surgery. They consistently make genuine efforts to support their patients. Waiting times are reasonable and manageable. The clinical staff and community healthcare professionals are excellent. They work together effectively as a cohesive unit.

Reception staff went the extra mile for me

The reception team have consistently provided excellent service. I've needed to call in several times regarding my child over recent months. One member of staff in particular followed up on my urgent request and proactively called me back without me having to ask. All the staff at the front desk are consistently wonderful and helpful. A couple of team members especially stood out to me for their outstanding service! All fantastic ⭐️

Reception team made me feel welcome

The reception team and clinical staff were excellent.

Receptionist's poor attitude let surgery down

The reception staff displayed poor communication skills both during phone calls and face-to-face interactions. Having been a patient at this practice since its establishment and through its relocation, I've noticed a significant decline in service quality over recent years. The reception experience has been particularly disappointing, and I felt that the clinical team could have been more thorough in providing information and maintaining contact regarding my care. Overall, I found the practice's standard of service to be well below what I would expect.

Welcoming space with accessible wheelchair friendly layout

The practice has a cheerful and inviting environment with a spacious, accessible layout that accommodates all visitors well. The team members are courteous and helpful, providing outstanding service. The extended opening hours, including weekends, are a notable convenience. Overall, this is a practice that comes highly recommended.