Castle Medical Group Practice - Ratings and reviews
Reviews
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Review titled Becoming increasingly difficult to access
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2024
Rapidly becoming unfit for purpose. Appointments have always been difficult, although the waiting room is generally empty. It seems to be a part-time practice despite the advertised hours. They've now introduced a web-only appointments procedure with a 2-day response time and then a further wait for treatment. But the web site is refusing to take any requests saying it's reached its daily limit. The result is making it virtually impossible for patients to access treatment in a timely manner - presumably hoping they go to A&E instead. There needs to be a fast-track process for patients to seek registration with a competent practices in the area - but they all seem to not be taking patients currently.
Visited April 2024
Castle Medical Group Practice has not yet replied.
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Review titled Appointment Nonsense
Rated 1 star out of 5
by Anonymous - Posted on 09 April 2024
After spending ages in a queue for an appointment, I was then told to call at 8 am to make an appointment ( why I am speaking to someone now?) Why are practices allowed to get away with this poor quality service? This system makes no strategic sense whatsoever. Someone calls, speaks to a human being and an appointment is written in the diary, why make it so hard?
Visited April 2024
Castle Medical Group Practice has not yet replied.
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Review titled very poor practice
Rated 1 star out of 5
by MICHAEL BURGOYNE - Posted on 23 February 2024
23rd feb 2024 phoned this practice at 16.40 became caller No 1 at 17 25 still waiting 40 mins later is it any wonder that the hospitals are full this was after having phoned on monday to be told i needed to fill in a text triage at 7 am the next morning and i would receive a reply within 2 working days which i did not
Visited February 2024
Castle Medical Group Practice has not yet replied.
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Review titled Bad Practice
Rated 1 star out of 5
by Sandra - Posted on 22 March 2024
I had a bad experience. Every time when I calling the Castle Medical Practice at 8 am they are saying that reception team is busy.When ever I'm in 5th position Its been repeated again and again more than 10 minutes that still I'm in 5th position. I think at 8.45 only they started to accept the call.Because at that time only I can connect the call.Very poor service
Visited January 2024
Castle Medical Group Practice has not yet replied.
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Review titled phone appointment
Rated 1 star out of 5
by Anonymous - Posted on 29 August 2023
Usually I miss phone appointments as they are hardly happening when scheduled. I agreed a phone appointment at 10h20 and I book time off work not to miss it. I received the call for the appointment at 9h40 and I missed it as the phone was in a different room. I called back and I queued for 20 mins to speak with someone telling me that, despite the time that was confirmed into the NHS website, the time is just for the purpose of allocating the slot. The call can happen any time during the day. However when I asked if that is valid even for the face to face visit and if basically I can then show up anytime during that day. I was told that it doesn't work in that way. I think this fact is self commenting itself.....
Visited August 2023
Castle Medical Group Practice has not yet replied.
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Review titled Red Tape
Rated 1 star out of 5
by Charlotte Sadler - Posted on 01 August 2023
I tried to get an appointment after suffering from chronic digestive problems for 2 weeks. I got so desperate I went to the hospital. I was advised to get a blood test, I booked one and had to wait over a week then turned up this morning and they refused to do it! 🤬
Visited August 2023
Review titled Castle Medical Group Practice
Replied on 16 August 2023
I'm sorry to hear about the frustrating experience you had with your appointment. It's disappointing when you're dealing with health issues and trying to get the necessary tests done. It sounds like there might have been a mix-up or miscommunication regarding your appointment slot and the type of test you needed. When situations like this arise, it's important to address the issue with our administrative staff. You can explain the urgency of your situation, the advice you received at the hospital, and the difficulties you've faced in trying to get the necessary tests.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 20 July 2023
After trying to get through to the surgery 100 times before we finally got in the queue they said that there were no appointments left to be scheduled by them and to contact 111 as they could get one which we did, so after contacting 111 and speaking to a nurse there we were advised that a doctor from the surgery would call within 2 hours, and if they hadn’t called we were to call them to see why we hadn’t received a call. After 2 1/2 hours we called the surgery to see why we hadn’t had a call, and after being on hold for 30 minutes we finally spoke to someone who said that they had not been contacted by 111 which I don’t believe (and 111 confirmed my suspicions when I called them back) and that a doctor wouldn’t be calling as they had no appointments scheduled and none left.
Visited July 2023
Castle Medical Group Practice has not yet replied.
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Review titled Below standard
Rated 2 stars out of 5
by Anonymous - Posted on 04 August 2023
usually when you ask for an appointment it is never available and several times I have been advised to go to the walk-in center. Today experience was with the phone receptionist. Usually I order medicine via a third party app on the mobile, the request goes to doctor that approves it and then within 48 hours I receive my medicines. Recently I was prescribed other medicines and they were not on the list of the app and in the app there was a note to contact the GP to add them to the list. I did it and the first receptionist had no clue about that process. A clear lack of training. The second one had a little more knowledge but when I asked her to pass the request to add them to my GP as she can't add them to the list I was told she can't pass messages to GP, if I need them to call them and that's it. I was sorted after a 20 mins call. Unfortunately all this is not new to me as it is within the very low service standards I experience many times with this practice.
Visited April 2023
Review titled Castle Medical Group Practice
Replied on 16 August 2023
Thank you for sharing your feedback and experiences with our appointment and prescription process. We apologise for any inconvenience you've faced and appreciate you taking the time to bring this to our attention. We understand the frustration you've encountered with the availability of appointments and the communication process. Your feedback highlights areas where we need to improve our training and communication processes to provide a better experience for our patients. We take your comments seriously and will be reviewing our internal procedures to address the issues you've raised. We strive to deliver high-quality healthcare services, and your feedback is invaluable in helping us achieve that goal. Your suggestion about passing messages to the GP is noted, and we will explore ways to enhance our communication channels. Please know that we are committed to making improvements based on your feedback, and we hope to provide you with a smoother and more efficient experience in the future. If you have any further concerns or suggestions, please don't hesitate to reach out to us directly.
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Review titled Not the friendliest of staff
Rated 3 stars out of 5
by Anonymous - Posted on 25 July 2022
I don't have too much issue getting an appointment, sometimes I have to ring the next day again but that's the experience at most surgeries. I've had issues with mum's prescriptions and personal queries; it's a bit of a mixed bag in terms of staff being helpful, polite and professional. Sometimes you get someone that seems empathetic and some that are just plain rude. My most recent experience was the latter by a lady on reception. Abrupt and no manners! I just wanted a blood form that had been done. Unfortunately, it's people like this that give surgery staff a bad name.
Visited July 2022
Castle Medical Group Practice has not yet replied.
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Review titled Quick turnaround
Rated 5 stars out of 5
by Anonymous - Posted on 17 May 2022
I had palpitations had telephone triage then offered face to face same day had ecg and bloods taken same day at the practice. A referral made same day and got letter next day from surgery giving me choice of hospitals so I chose one close to my work place. Satisfied
Visited May 2022
Castle Medical Group Practice has not yet replied.