Lache Health Centre Hawthorn Road, Chester CH4 8HX

"Excellent experience of care and treatment from the GPs/Nursing & reception team in the past. I have nothing but extreme gratitude toward Dr's Anderson and Guinan and previously Dr's Brown, Charles-Jones, Charge Nurse Lucy, Sr Ellis and the Phlebotomy/HCA Team for the care I have received throughout the last 11 years of using this practice. I am however somewhat perplexed by the behaviour of some members of the current reception team whom I find rude/passive aggressive, obstructive, unprofessional and officious. I've experienced an unfathomable number of issues pertaining to poor communication and problems around prescribing. You raise concerns to no avail and receive no apology for the repercussions on the time and inconvenience their error may have caused. It's as though they are made of Teflon! I also experienced an abrupt member of the reception team giving incorrect information to an incredibly vulnerable individual who I was accompanying to the practice. Upon registration, days after his arrival to the UK, our Ukrainian refugee guest was told that he was too young to have a Covid vaccination. Firstly it was incorrect. Secondly, that may have put his health at risk. His English at that time was very limited and he didn't understand the rules around vaccination in the UK. Thirdly, was it her place to give such advice? I think not! I'm just pleased I was there to NOT take the blindest bit of notice. As a Registered Health & Social Care professional, I have worked incredibly hard to present and maintain a polite and respectful demeanour with the reception team because I do understand the pressure that GP practices are under and, it's not easy work by any stretch of the imagination. However, over time they have succeeded in eroding any scrap of respect or empathy I may have had for them. For some time now, I have dreaded having to use or contact the surgery for anything. I just know that something will go wrong (usually with a prescription that will take the best part of a day to rectify) or I will be left feeling scorned/unworthy/problematic for having requested a service or both. And that's after you've survived the torturous telephone answer message then found yourself at number 27 in the queue waiting to be answered...! I feel they would benefit a great deal by undertaking training in social/communication/interpersonal skills to support self awareness/insight into their own role in the ABC of escalation in behaviour (antecedent, behaviour, consequence). I'm sure it would reduce the number of unpleasant exchanges that occur with seemingly agitated patients tremendously."

"I am absolutely perplexed by the appalling reviews some people are leaving. Of course I cannot comment on others experience but my own experience has been nothing but positive. From reception staff, doctors and phlebotomist I have nothing but praise and respect. The receptionists phone manners are efficient and friendly. Yes it sometimes takes a long time for the phone to be answered but that is no ones fault it is just a sign of the pressures on the NHS at present. The facility of ring back is very welcome and I have used it successfully. Every single doctor I have had consultations with are excellent. I have had a blood test lately. The nurse was lovely, quick, efficient professional. I am not sure why many people are so dissatisfied. I have personally witnessed the way some patients speak to the receptionists in the waiting room. They are trying to do a job and do not deserve verbal abuse, rude comments and 'attitude'. Despite the problems we are experiencing with the NHS at present we still have a service that other countries are envious of. Have a bit of patience and thank your lucky stars you don't reside in North Korea."

"This place is a joke. For simply blood test need waiting about 20 days. I went there last week with knee problem. Male doctor didn't touch my knee and told me about physiotherapy!He didn't want to listen to me at all, because he knew better than I what was wrong with me! Yesterday ambulance toke me to hospital for incredible pain in that knee."

"Rubbish experience with lache. Reception staff (not all) becoming quite rude. Sons referral was left in the office for 18 months. Personal issues caused for myself by lack of communication. My daughter has ongoing health issues that aren't being addressed. There is no sense of urgency with the surgery. Feel let down and looking for a new practice."

"I’m a relatively new patient to this surgery and firstly as some of the other reviews have stated - cannot fault both the doctors and nurses at the surgery, all of whom have been incredibly helpful and supportive. However, particular members of the reception team are by far, the most unprofessional, rude and patronising people I’ve ever had the misfortune of speaking too. On multiple occasions my medication that is on repeat prescription has been significantly delayed (weeks without when should be taken daily) due to errors and incomplete requests and actions by these members of the receptionist team. When I have highlighted this to these member's, I was basically then told that the delay was actually my fault and that it’s up to me to sort it out and they “can’t comment on that” and no responsibility taken. During these interactions I was repeatedly spoken over and when I tried to interject to stop that the member just continued to talk over me, then kept saying “alright thanks then bye” before I’d even had a chance to respond to the comment, they then seemed annoyed that I didn't just accept that and let them end the call. Would just like to reiterate this is not applicable to all of the reception team members as others have apologised and attempted to help, sadly that is significantly overshadowed by a team member who seems to think they can do what they like and speak to people like they’re idiots with no repercussions."