Castle Medical Practice - Ratings and reviews
Reviews
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Review titled Anima - the new barrier to care
Rated 2 stars out of 5
by Anonymous - Posted on 07 November 2023
Called 8am and sat through string of messages to be told 'couldn't connect your call. Called again, same endless messages, then music for 10 minutes. Got through and told they don't give appointments and we all have to sign up for Anima App. Registered and tried to request an appointment. Condition not listed (despite being fairly common). It gave a message that Anima wasn't for urgent use, endless boxes to complete. Says reply can take up to 6 days. Great when you need antibiotics for an infection. My question... all new Medical it systems are required to complete a clinical risk assessment. Is there one for Anima? If so, can I see a copy. Gps need automation, but it needs to work and not just deflect or delay genuine requests. Nothing however will change. Gp services have gone to hell in a handbasket. I'm off to a&e.
Visited November 2023
Review titled Castle Medical Practice
Replied on 08 November 2023
Thank you for your comment and taking the time to complete the review, the Practice is always very happy to receive compliments, feedback or complaints to help us improve our service. Within the new GP Contract there is a requirement to deal with patient requests “on first contact” so we are no longer allowed to tell patients to “ring back tomorrow” or “call 111”. Due to this, many GP surgeries are adopting online triage services so that patient concerns will be prioritised in order of importance to ensure that patients with the most urgent concerns will be seen more quickly and patients with minor ailments will be signposted to the most appropriate clinician without necessarily needing a GP appointment. The previous way of making appointments via telephone or visiting the Practice from 8am is no longer fit for purpose because it relied too heavily on administrators needing to decide which patients were most in need of the available appointments and that is really a clinical decision. By using an online consultation service patients can take their time and go into as much descriptive detail and history as possible and this is seen by a GP or other healthcare professional so that the triaging is accurate. The Anima system has been approved by the NHS and was created by GP's. For all the information you need please visit https://www.animahealth.com/patients If you would like to discuss this matter further please contact the Practice Manager on 01634 334203. Many Thanks.
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Review titled No permanent Doctor for more than a year
Rated 1 star out of 5
by Anonymous - Posted on 04 September 2023
I was told that I need to be moved to another practice as I do not live in their catchment area, I have been with this practice for over 10 Years??? Glad I have been forced to move as there has not been a regular Doctor at this practice for over a Year, different locum each time, 90 percent telephone, very poor. Spent most times in Medway A&E to get most diagnosis which is ridiculous.
Visited August 2023
Review titled Castle Medical Practice
Replied on 05 September 2023
Thank you for your comment and taking the time to complete the review, the Practice is always very happy to receive compliments, feedback or complaints to help us improve our service. We had to make a very difficult decision and detailed this in full in the letter that was sent out. We are sorry that you feel this way. We have had one part-time salaried GP since October 2022, and have this month employed a part time Clinical Lead GP. We have had an advert out for a salaried GP since February 2022 and have held recruitment drives at the Practice for this role and many more roles. A report that run from 7th June 2023 to 4th September 2023 shows that the appointments were 50% face to face and 50% telephone consultations. We are very sorry that you feel this way and welcome all feedback. We will discuss this in our next clinical and admin meeting. If you would like to discuss this matter further please contact the Practice Manager on 01634 334203. Many Thanks.
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Review titled Great practice
Rated 5 stars out of 5
by Emily - Posted on 25 July 2023
Fantastic practice put in a request to and then sent me a email next day telling me I had a face to face the following week the doctor was fantastic professional really helpful thank you (:
Visited July 2023
Review titled Castle Medical Practice
Replied on 25 July 2023
Thank you for your comment and taking the time to complete the review, the Practice is always very happy to receive compliments, feedback or complaints to help us improve our service. This will be shared with the whole Practice team to read. If you would like to discuss this matter further please contact the Practice Manager on 01634 334203. Many Thanks.
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Review titled Excellent care
Rated 5 stars out of 5
by Ruth Law - Posted on 20 June 2023
I was reviewed clinically by a competent and caring health care professional in my own home.He was thorough and explained everything he did negating the need to see a GP.
Visited June 2023
Review titled Castle Medical Practice
Replied on 26 June 2023
Thank you for your comment and taking the time to complete the review, the Practice is always very happy to receive comments, feedback or complaints to help us improve our service. Your comments will be passed onto our Paramedic. If you would like to discuss this matter further please contact the Practice Manager on 01634 334203. Many Thanks.
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Review titled Good practice
Rated 3 stars out of 5
by Anonymous - Posted on 09 June 2023
Reception staff are unhelpful and rude therefore you have no chance getting any appointments to see your GP GP once you have the chance to see are very professional and knowledgeable and helpful like the one I saw on 5/6/23 Thanks God.
Visited June 2023
Review titled Castle Medical Practice
Replied on 16 June 2023
Thank you for your comment and taking the time to complete the review, the Practice is always very happy to receive comments, feedback or complaints to help us improve our service. This information will be passed onto the Administration Team for review and discussion. If you would like to discuss this matter further please contact the Practice Manager on 01634 334203. Many Thanks.
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Review titled Not a great first experience
Rated 1 star out of 5
by Justine - Posted on 21 March 2023
I went to this GP to register with my husband as we are new to this community and the receptionist was abrupt and completely unhelpful. This wasn’t a great impression after we have been chasing various GPs in our community only to be told that they are all not taking new patients and this one is the only one that is actively accepting. The receptionist didn’t give us much information about what to expect from the practice and the processes they follow, but she did spend about 90% of her time speaking to us about how we will have a really hard time getting an appointment and that the practice is very oversubscribed. How am I supposed to feel like my health is in good hands when this is the first experience I get when registering?
Visited March 2023
Review titled Castle Medical Practice
Replied on 12 April 2023
Thank you for your comment and taking the time to complete the review, the Practice is always very happy to receive comments, feedback or complaints to help us improve our service. This information will be passed onto the Administration Team for review and discussion. We strive to be transparent and open with our patients in relation to current struggles. If you would like to discuss this matter further please contact the Practice Manager on 01634 334203. Many Thanks.
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Review titled Phones not working
Rated 3 stars out of 5
by Kirsty redman - Posted on 21 October 2022
I've tried for 3 days to get an appointment, and the phones aren't working they cut you off, I've tried calling them from various numbers with no luck.
Visited October 2022
Review titled Castle Medical Practice
Replied on 21 October 2022
Thank you for your comment and taking the time to complete the review, the Practice is always very happy to receive comments, feedback or complaints to help us improve our service. Unfortunately, we had IT issues this morning and had no access to the internet, clinical system, emails or telephones. We are currently in the process of switching phone providers. We offer on the day appointments and pre-bookable appointments which can be made 1/2 weeks in advance with a GP or Advanced Clinical Practitioner. Appointments can be made via telephone or eConsult, which can be accessed from our website at any time of the day. If you would like to discuss this matter further, please contact the Practice Manager on 01634 334203. Many Thanks.
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Review titled They hang up the phone
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2022
I tried calling to book an appointment, waited for 34 minutes until someone answered. The receptionist was very rude and pretended she can not understand me due to my accent, as is not a British accent. Then she hung up the phone. I tried calling back twice, waited in the queue and once it was my turn, it hung up again. Very disappointed of the fact that I can not book an important appointment due to the fact that I have an accent.
Visited October 2022
Review titled Castle Medical Practice
Replied on 12 October 2022
Thank you for your comment and taking the time to complete the review, the Practice is always very happy to receive comments, feedback or complaints to help us improve our service. If you would like to discuss this matter further please contact the Practice Manager on 01634 334203. Many Thanks.
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Review titled Amazing
Rated 5 stars out of 5
by Anonymous - Posted on 06 August 2022
I was so impressed with the reception staff, who were extremely helpful and sympathetic to my needs. And the doctor, who I unfortunately did not get the name of, was thorough in his examination and a very pleasant person who explained everything in detail. At no point did I feel rushed. I believe he correctly diagnosed my condition and has referred me to a specialist.
Visited August 2022
Review titled Castle Medical Practice
Replied on 17 August 2022
Hello, Thank you for your comment and taking the time to complete the review, the Practice is always very happy to receive comments, feedback or complaints to help us improve our service. Thank you for this lovely review. I have passed this feedback onto the administration staff and the GP's who were very happy to hear this. Kind Regards, Practice Manager