Our Opening Hours

Reception Times

• Monday       08:00 -  18:30
• Tuesday       08:00 -  18:30         enhanced extended access appointments at the surgery provided by Warrington Innovation network between 18:30pm-9pm 
• Wednesday  08:00 - 18:30
• Thursday      08:00 - 18:30
• Friday           07:00 - 18:30

• Saturday & Sunday Closed

Telephone Lines Opening Times

• Monday        08:30 - 18:30
• Tuesday        08:30 - 18:30
• Wednesday  08:30 - 18:30
• Thursday      08:30 - 18:30
• Friday           08:30 - 18:30

• Saturday & Sunday Closed

 

We are excited to inform you that we are switching to a new online consultation tool called SystmConnect from Monday 3rd February 2025. Our new online consultation system will improve the way you interact with us, helping us serve you better.

Why Are We Making This Change?

The new system offers improved functionality and a more user-friendly interface. It is designed to make online consultations quicker, safer, and more convenient, helping us provide timely and effective care to all our patients.

Key Features of the New System:

• Easier to Use: A more intuitive platform that makes submitting requests and communicating with the practice simpler.

• Improved integration: The system is fully integrated with patient health records
• Faster Response Times: As the system is fully integrated with patient health records, it allows us to respond to your queries and requests more quickly and efficiently.
• Mobile-Friendly: The new tool is fully compatible with smartphones and tablets, including the NHS app and Airmid app allowing you to access it anywhere, any time.

What Does This Mean for You?

• Accessing the New Tool: From Monday 3rd February  2025 you will need to use the new online consultation platform for submitting your medical queries, booking appointments, or requesting prescriptions.
• Registration: You can access our new system via your NHS app login, SystmOnline login or complete a manual request entering your details.
• Old 'Anima' System: The current system will no longer be available after 31st of January 2025. Please ensure you switch over to the new system before this date to avoid any disruption to your service.
• Support: If you need help with using the new system or have any questions, please feel free to contact our reception at 01925 765101 and we will be happy to assist you.

How to Access the New System [from Monday 3rd  February 2025]:

• Visit our website at www.culchethmedicalcentre.nhs.uk
• Click on the "Online Consultation" button
• Log in with your NHS app details, SystmOnline details or register for a new account.
• Follow the instructions to submit your consultation or appointment request.

Please note this platform is NOT suitable for urgent or emergency situations.

If you are experiencing any of the following, please seek immediate medical attention by calling emergency services or visiting your nearest emergency department:

• Severe chest pain
• Difficulty breathing
• Sudden weakness, numbness, or slurred speech
• Heavy bleeding or severe injuries
• Any condition you feel is life-threatening

For urgent medical issues that are not emergencies, please contact the practice directly by phone on 01925 765101

Online consultation opening hours: 

Clinical requests | Response time: 2 working days

• Monday: 8:00am - 6:30pm
• Tuesday: 8:00am - 6:30pm
• Wednesday: 8:00am - 6:30pm
• Thursday: 8:00am - 6:30pm
• Friday: 8:00am - 6:30pm
• Saturday: Closed
• Sunday: Closed
• Please note - when our online consultation limit has been reached for the day, the system will close until the next working day. 

Administration requests | Response time: 2 working days

• Monday: Open
• Tuesday: Open
• Wednesday: Open
• Thursday: Open
• Friday: Open
• Saturday: Closed
• Sunday: Closed

We understand that change can be challenging, but we are confident that this new online tool will improve your experience with us. Our team is here to support you through this transition.

Thank you for your understanding, and we look forward to continuing to care for your health needs.

PATIENT FEEDBACK NEWSLETTER 

Spring/Summer 2025 – Your Voice Matters 

Thank you to everyone who took the time to complete our recent patient survey. Your feedback is vital in helping us review, reflect, and improve the services we provide to the community. 

What You Told Us 

We’re pleased to see so many of you shared positive experiences. Your appreciation means a great deal to our hardworking team. 

What you liked most: 

• “Wonderful staff – caring” 

• “Excellent care from all staff” 

• “Very good surgery” 

• “Receptionists and clinicians are excellent” 

• “Much better than previous practice” 

You also shared constructive suggestions and concerns, especially around appointments, phone queues, and parking — and we’ve taken them seriously. 

Appointments 

We know access to appointments can be frustrating — particularly for patients with work, school, or carer commitments. 

You told us: 

• Appointments are difficult to book, especially by phone 

• Booking ahead would be helpful 

• Early and late appointments would support working patients 

• The online system can be confusing 

What we’re doing: 

• Continually reviewing how and when appointments are released 

• Offering SystmConnect appointment request forms for non-urgent issues 

• Maintaining a call-back system to reduce time spent waiting on hold 

🔹 We also offer Enhanced Extended Access appointments on evenings and weekends through our PCN Hub, making it easier for patients who cannot attend during regular hours. 

 🔹 In addition, we are open late until 9:00 PM every Tuesday, and early from 7:00 AM every Friday to provide more flexibility. 

Warrington Innovation Network :: Warrington PCNs & GPs 

Please remember: many services, including prescription requests, admin queries, and appointment booking for non-urgent issues, can be accessed through our website or NHS App. 

Phone Queues & Patient Behaviour 

Phone wait times, especially around 8:30 AM, are a common complaint. Please know this is not due to staff inefficiency but the reality of high demand — as we are the only GP surgery in Culcheth. 

We’ve also had questions about our telephone system and message length. 

🔹 We are required by NHS guidance to include certain information in our welcome message, such as call recording notices, emergency advice, and data protection details. 🔹 We are reviewing the message content to make it as concise as possible while staying compliant. 

We urge patients to use the call-back system and online request forms wherever possible — these are in place to support you, but many patients still don’t use them. 

Parking & Access 

Parking was another frequent topic in your feedback. We want to be clear and transparent about the situation: 

• There is a free public car park directly across the road from the surgery for patients and staff alike.  

• Disabled parking spaces are available on site. 

• Some patients leave vehicles parked at the surgery or pharmacy and go shopping in the village, which reduces availability. 

• Patients frequently park in the designated ambulance bay, which is a serious safety concern and must be avoided at all times. 

• Many staff commute from outside the village and need access to on-site parking to carry out their work. 

• There is no current policy preventing staff from parking on-site, and we have no alternative provision available. Staff utilise the public car park as much as possible. 

We appreciate your patience and encourage considerate parking to help ensure space is available for those who need it most. 

Online Services & Test Results 

Some patients reported difficulty accessing test results and navigating our website. 

What we’re doing: 

• Reviewing our website design to improve ease of use 

• Working to ensure test results and follow-up plans are communicated more clearly 

• Encouraging use of the NHS App for real-time access to medical records, results, and appointment tools 

Reception & Communication 

We received a mix of comments about reception – with many positive mentions, and some concerns. 

What we’re doing: 

• Ongoing training for reception staff in customer service and triage 

• Reinforcing that triage decisions follow clinical protocols, not personal judgment 

• Investigating specific concerns where needed 

Doctors & Nurses 

We’re incredibly proud of our clinical team, and grateful to see how many of you recognise their dedication. 

What you said: 

• “Dr Sinha is very caring” 

• “Dr Macbeth is wonderful” 

• “Nurses are always helpful and friendly” 

• “Excellent care from reception to clinician” 

Thank you for continuing to value the people who care for you. 

Survey Design 

We heard that some patients found the survey difficult to read or complete. 

What we’ll improve next time: 

• A clearer layout and larger font size 

• Availability of support for those who need help filling it in 

In Summary 

We’re proud of the care we deliver – and always looking to do better. Your comments have helped shape our plans for the coming year. 

✅ Improving appointment access and flexibility ✅ Promoting use of online and call-back systems ✅ Supporting and protecting our staff ✅ Addressing safety and access around parking ✅ Enhancing communication and transparency ✅ Encouraging respect and kindness across all interactions 

Thank you again for your time, support, and honesty. 

Culcheth Medical Centre- Management Team