Castle Practice - Ratings and reviews
Reviews
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Review titled Fantastic service
Rated 5 stars out of 5
by Debbie Spencer - Posted on 14 February 2024
The speed in which i have been dealt with has been outstanding. Blood pressure has been high and have been monitoring it fot 7 days as instructed by the nurse. Today i handed the results into the Ludgershall practise at 3.15 pm.I received a phone call by the dr at 5.30 saying yes my results were high and i needed tablets to bring it down.what an outstanding quick result! I thought i would hear in a couple of weeks time, but instead just hours later.super impressed by the speedy action. Well done Castle Practise
Visited February 2024
Castle Practice has not yet replied.
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Review titled Brilliant Practice
Rated 5 stars out of 5
by Sarah - Posted on 16 March 2023
I am always so grateful for being able to phone the surgery, speak to someone and be offered an appointment. I have also been given a very clear outline of treatment plans/options and this is very reassuring for me. All the Doctors I have seen have been kind, understanding, compassionate, professional and knowledgeable. I also had a problem with my log in details for the online services and the receptionist was very nice and helpful and sorted it straight away.
Visited March 2023
Review titled Castle Practice
Replied on 11 May 2023
Dear Sarah, Thank you for taking the time to send in your feedback, which I will forward on to our Practice Team, this is very much appreciated. Kind Regards Chrissie Williams, Practice Manager
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Review titled Amazing practice
Rated 5 stars out of 5
by Anita Hartman - Posted on 29 November 2022
Very approachable and extremely prompt and helpful. Have always had a good response when I've contacted the surgery. Even had a call back to reassure me of test results in the evening because the Dr knew I'd be a little worried.
Visited November 2022
Review titled Castle Practice
Replied on 15 March 2023
Thank you for posting your feedback, we will ensure that this is passed on the The Castle Practice Team. It is always great to hear positive reviews, which encourages our teams in their aim to provide a patient focused service. Chrissie Williams, Managing Partner
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Review titled Triage
Rated 3 stars out of 5
by Geoffrey Jenkins - Posted on 06 October 2022
Yesterday i rang the practice to make an appointment to see a doctor, I was told I couldn't make an appointment I would have to go through the Triage system . This morning I rang Triage at 0800 I finally got to speak to an operator at 0926. I explained that my situation didn't require immediate treatment but would like to see a doctor to have my suspected condition investigated. I still couldn't make an appointment! I now have to wait until someone rings me back. This system is ridiculous. Why can't I just ring up and make an appointment? I have to say I have no complaint with the treatment I have received from the practice, far from it. I have always received first class care from the nurses and doctors. It is just making an appointment to see one that is a problem.
Visited October 2022
Review titled Castle Practice
Replied on 07 October 2022
We are sorry that you found our Triage system frustrating, however by offering Triage First, we have been able to cut our waiting times for a GP appointment from 4-6 weeks to within a few working days. I note you had a telephone appointment with a GP within half an hour of contacting us and have been offered a face-to-face appointment within 3 working days. "Triage First" has meant that we have also been able to repurpose over 500 appointments per month, which on average were previously DNA'd when using the prebooked system. If you would like to discuss your review further, we would be more than happy to meet with you, please contact reception who will arrange a meeting with one of our complaints team.
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Review titled Fantastic Practice
Rated 5 stars out of 5
by Rachael Lethbridge - Posted on 15 March 2023
I cannot praise this practice enough. I've found the triage system and prescription phone number easy to use, efficient and helpful. I have found appointment times readily available when needed and all staff incredibly helpful. As a carer for my Dad I've experienced other surgeries and I wish they could learn from the practices used here. I'm very grateful for the support our family have received here.
Visited August 2022
Review titled Castle Practice
Replied on 15 March 2023
Thank you for taking the time to pass on your feedback, it is reassuring and encouraging to hear that the service you have experienced at The Castle Practice, compared to other practices, is a positive one. We will ensure that your comments are discussed at our Practice Meeting and shared with the Team, they are motivational, and whilst everyone is working hard to provide good patient care, it is lovely to hear our patient's appreciation. Chrissie Williams, Managing Partner
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Review titled Communication Issues
Rated 2 stars out of 5
by Theresa Hills - Posted on 22 August 2022
We used to be very confident with this practice in the past - having been with them for over 15 years but lately, things seems to have gone downhill. The staff on the reception don't seem so efficient and there are issues with communications. Just recently, I ordered a repeat prescription, which was not dealt with/followed through, in spite of them sending email confirmation by email. It has caused a lot of problems and it would appear that an item on my repeat list has been arbitrarily removed, without explanation. I am now in limbo with vital meds needed for my chronic condition and yet I was instructed that I had to go back onto triage for the medicine, even though they had clearly made a mistake in not dealing with the prescription request. Also, when I consulted the triage recently I was given the wrong form of drug, in liquid form, which I had never had before - and had to spend a long time sorting that out too. This was done eventually but at the wrong dosage. Too many errors, by the doctor on this occasion and later by the reception staff. They don't seem to know how to deal with patients when things go wrong. I look back to the days before the pandemic as a golden era, when the staff there really cared....
Visited August 2022
Review titled Castle Practice
Replied on 24 October 2022
Dear Mrs Hills, thank you for posting your feedback. I am sorry to hear that you have experienced issues with your prescription recently. We would like to invite you in to discuss the problems you seem to have experienced and to see whether there is a way that we can help you with ordering your repeat medication in the future, for example using Patient Partner, SystmOnline or the NHS App. The NHS has been experiencing shortages in some medication availability which may have been why an alternative was prescribed at the time. These are sometimes short-lived and stocks can become available again at short notice. I understand that Dr McKay has since spoken with you and been able to prescribe the medication in the form you requested. With reference to the item removed from your repeat, you should have received a message explaining why that was the case and offered an opportunity to have a review, as the medication is in a high risk category, this has been actioned with your safety in mind, and I would urge you to make an appointment as suggested in the message. If you would like to discuss your concerns in more depth we would be happy to meet to discuss them with you, please contact the practice via castlepractice@nhs.net to ask for an appointment with our complaints team. Thank you once again for raising your concerns. Yours sincerely Chrissie Williams, Practice Manager