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CASTLE DONINGTON SURGERY - Ratings and reviews

Reviews

Displaying 1 to 10 of 18

  1. Review titled Poor patient service

    Rated 2 stars out of 5

    by Anonymous - Posted on 17 August 2023

    My sister informed me that her gp had told told them they were doing combined covid and flu jabs autumn 2023. I rang castle donington surgery they said we're not doing covid booster. What a surprise, this surgery has got appalling in the last 3 years. Every day answer machines state no appointments available today from 8.15 am, go to urgent walk in centre or a and e! Absolutely appallingly!!!

    Visited August 2023

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    Review titled CASTLE DONINGTON SURGERY

    Replied on 21 August 2023

    Dear Patient Thank you for your feedback. My name is Carl, and I am the Practice Manager here at Castle Donington Surgery. I am sorry you have had a negative experience recently. Firstly I would like to take this opportunity to explain why we are not offering COVID vaccines this autumn and secondly explain about the telephone messages we occasionally use. With Evans Pharmacy situated next door to us, who are a national COVID vaccination site, it has given patients excellent access to COVID vaccinations, even for housebound patients. Evans Pharmacy also appears on the National COVID vaccination booking system. Delivery of COVID vaccines for GP practices is the responsibility of the PCN (Primary Care Network). Castle Donington Surgery belongs to a large PCN, which covers the whole of North West Leicestershire. This is why patients from Castle Donington had to travel to Measham during the pandemic as this was our PCN’s central hub for vaccinations. Due to these complexities, administering COVID vaccines has always been administratively and clinically onerous. In addition, the last round of COVID vaccines we administered from the practice resulted in a high number of patients who did not attend and a subsequent high vaccine wastage. As patients have easy access to COVID vaccinations via Evans Pharmacy and all the other national vaccine delivery sites, this autumn, we have made the decision to use our clinical time concentrating on patients with other conditions and needs. With regards to the telephone message that states, “we have no routine appointments left for the day, and only stay on the line if the matter cannot wait”, we do not use this every day and only in instances when it is unavoidable, such as GP sickness, etc. If you would like to contact me directly should you wish to discuss these or any other issues further, please call the practice or email CastleDoningtonSurgery@nhs.net and address it for my attention. Again, many thanks for sharing your concerns. Carl Cheadle Practice Manager

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  2. Review titled Couldn’t ask for better service and attention

    Rated 5 stars out of 5

    by Anonymous - Posted on 01 September 2023

    My Mum (who is 92) has been very unwell and had spent 3 months in hospital. When she was discharged she still was undergoing issues and didn’t seem to be making any progress. One morning I was in the surgery for myself, but expressed my concerns to one of the receptionist’s and said I felt my Mum needed to be seen, this was at 11 am. She went to see one of the GPS who said if I could get my Mum in to the surgery she would be seen at 11.45. My Mums mobility is very compromised and we were just at the Chemists door, I went on ahead to say we were there but it would take a while for my Mum to actually get into the surgery. The receptionist got the wheelchair to assist my Mum, wheeled her in and she was seen. The GP gave her a very thorough examination, took on board my concerns and informed us of what he felt to be some of the causes for her condition. He prescribed her 3 different meds, and after 3 weeks she has returned to a state of reasonable health. I cannot thank the staff at the surgery for their care, compassion and understanding for both my Mum and us as a family. I can only speak as I find, but in my opinion we have always had a positive experience from our surgery and that all the staff try to accommodate and respond to the situation at the time. It is a pretty thankless task these days and I respect and admire them for what they do.

    Visited August 2023

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    Review titled CASTLE DONINGTON SURGERY

    Replied on 12 September 2023

    Dear Patient, Thank you so much for taking the time to leave this review - it really is appreciated and we have passed your comments on to the wider practice team. Our staff always try to do their utmost to support patients, even as we navigate these unprecedented times for the NHS, so we are glad that on this occasion we could help both you and your mum. It’s great to hear that your mum is feeling better and we do hope she continues to improve. Karen B Castle Donington Surgery

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  3. Review titled Great doctor

    Rated 5 stars out of 5

    by Emma Prosser - Posted on 22 May 2023

    I just wanted to write in to say thank you and praise one of your doctors. My Grandad saw him this morning, and with his dementia he can be confused and take his time with responses. The Dr showed nothing but patience, respect and a friendly attitude towards my Grandad. As his granddaughter, this means the world to me as some professionals we’ve seen before have not given him the time. Thank you, you are appreciated :)

    Visited May 2023

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    Review titled CASTLE DONINGTON SURGERY

    Replied on 25 May 2023

    Dear Emma, Thank you so much for taking the time to write this review - We will of course share your comments with the team here at the surgery. It is always uplifting to hear positive comments from patients and family members, and it is much appreciated. I am sorry that you have not always had positive experiences with other health professionals, but I am glad our GP was able to help your Grandad. Kind regards, Karen B Castle Donington Surgery

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  4. Review titled Great Practice

    Rated 5 stars out of 5

    by Hilary Spencer-Austin - Posted on 30 May 2023

    Have attended this surgery for the last 5years & cannot fault the service myself & my family have received . Brilliant support whenever I’ve needed it. Very Thankful.

    Visited May 2023

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    Review titled CASTLE DONINGTON SURGERY

    Replied on 06 June 2023

    Dear Mrs Spencer-Austin, Thank you so much for taking the time to leave this review, it is really appreciated. I will make sure your comments are passed on to the whole team here at the surgery. Kind regards, Karen B Castle Donington Surgery

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  5. Review titled Pleasant surprise

    Rated 4 stars out of 5

    by Cathy - Posted on 24 April 2023

    After reading so many complaints on Facebook about our doctors when I needed an appointment I faced it with dread. However after a few unsuccessful calls I got into the queue for an appointment. I started at position 17. The call was answered within 20 minutes and I was given an appointment for later that morning. What a pleasant surprise. I was also seen by the doctor with 5 mins of my appointment time. Excellent service you just need to be a little patient on the phone. Thank you.

    Visited April 2023

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    Review titled CASTLE DONINGTON SURGERY

    Replied on 25 April 2023

    Dear Cathy Thank you so much for taking the time leave your review. We know how busy the phones can be on a Monday morning and we do our best to ensure there are as many people as possible answering the phone lines so we can keep wait times to a minimum. More than a quarter of our daily phone calls come within the first hour each day, and we know the wait can be frustrating, so we appreciate your comments and your understanding. We are glad that you had a positive experience at the surgery and thank you again for taking the time to share these comments here. We will ensure they are communicated to the wider Practice team too. Kind regards, Karen B Castle Donington Surgery

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  6. Review titled Great practice

    Rated 5 stars out of 5

    by Anonymous - Posted on 14 April 2023

    Needed an appointment, called at 8.15am . Understandably there was a long queue but I got through very quickly with a same day appointment arranged . I appreciate everyone has different experiences but my experience here has always been so positive, particularly when my two children have been unwell . Staff including reception/doctors/nurses have always been friendly and professional and show a great deal of empathy. Thank you !

    Visited April 2023

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    Review titled CASTLE DONINGTON SURGERY

    Replied on 25 April 2023

    Dear Patient, Thank you for taking the time to write this review and for your kind words. As with all GP practices, we are receiving an ever-increasing volume of calls, but we always do our utmost to keep waiting times to a minimum, so we appreciate your feedback. We will of course share your comments with reception and the wider practice team and thank you again for your comments – they really are appreciated. Kind Regards, Karen B Castle Donington Surgery

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  7. Review titled Fantastic service

    Rated 5 stars out of 5

    by Pam hamson - Posted on 05 March 2023

    I rang because i ran out my medication im in Manchester at the moment staying with my daughter as im having some treatment at the Christie hospital I explained to lady on the phone I felt she went above her duty to help me she got a doctor to ring me and less than 24 hrs my prescription was at boots on knutsford high street thank you castle Donington surgery brilliant service

    Visited March 2023

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    Review titled CASTLE DONINGTON SURGERY

    Replied on 06 March 2023

    Dear Ms Hamson, Thank you so much for your review, and for your kind comments. I will, of course, pass on your comments to the receptionist you spoke to. We were happy to help, and we do hope you are recovering well after your treatment. Thanks again for taking the time to share your comments. Karen B Castle Donington Surgery

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  8. Review titled Great Practice

    Rated 5 stars out of 5

    by Pauline Johnston - Posted on 10 March 2023

    Attended a nurse-led annual diabetic review. The nurse concerned was very pleasant, professional, efficient and caring. I needed to be referred on to podiatry and within an hour of returning home received an appointment by text. Well done the surgery team.

    Visited March 2023

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    Review titled CASTLE DONINGTON SURGERY

    Replied on 13 March 2023

    Dear Mrs Johnston, Thank you so much for taking the time to post this review. I will of course pass on your comments to the nurse you saw last week, as well as the wider surgery team. Karen B Castle Donington Surgery

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  9. Review titled Worst GP service imaginable

    Rated 1 star out of 5

    by Anonymous - Posted on 13 March 2023

    Can't fault the nursing team but everything else is absolutely diabolical service. Firstly, it's impossible to get an appointment, I have been trying to get one for over 6 months now, frequently call at 8.15 on the dot, only to be on hold for up to two hours or not even put through just permanently says line busy. Then if you do get through there are never any appointments available for the day and they will not allow you to book appointments in advance for the following days or even weeks. I have been unable to see a doctor about my chronic condition which has now worsened and long term medication which needed reviewing months ago. Can't even get an appointment for my 3 year old son with respiratory problems after trying on several days with no luck. They used to offer online requests where a doctor could call back to see if you need an appointment, this worked great, but they stopped that a year ago and it's been a shambles since. The receptionists are no help at all and are often unfriendly, if not rude. Not being able to even get through to reception to seek an appointment is disgraceful. Can't even get a phone appointment. Castle Donington needs a new surgery because this one completely lets the NHS down.

    Visited March 2023

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    Review titled CASTLE DONINGTON SURGERY

    Replied on 14 March 2023

    Dear Patient, We were obviously disappointed to read your review of your experience with our practice. As you have left this anonymously, we cannot reach out to you directly, but we would encourage you to contact the practice directly so that we can investigate and discuss this with you personally. We currently have 20 lines coming into the surgery and on any average day we take over 300 calls from patients, a quarter of which come in the 45 minutes between 8.15am and 9.00am. For this reason, patients calling at 8.15am will often find the lines engaged. We completely understand the frustration this causes, but in the last 3 months, we have offered over 11,000 appointments, of which over 40% (4,800) were same-day appointments. We recognise, of course, that demand for NHS Primary Care services far outstrips the volume of appointments we can safely offer, but if we cannot offer you an appointment, we will always signpost you safely to an appropriate NHS service as per NHS England guidance for Primary Care. We would value an opportunity to speak to you in person about your experiences, as we can always offer patients pre-bookable appointments. However, it can be appropriate to signpost you to an alternative NHS service if the pre-bookable appointment is too far in the future than would be safe. We currently offer same day appointments, a limited number of appointments which can be booked 4 days in advance, and some which can be pre-booked for a later date. We also have access to the NHS remote booking service which allows us to view and book appointments in other locations, such as the Leicester respiratory hubs that are currently in operation to support GP practices. Obviously we would like to discuss the other clinical matters with you directly and arrange the appropriate appointments for you and your son as required. We would also like to listen back to the calls you made (as you know, these are recorded) to see how we could improve the service. Please do contact us at the surgery and ask to speak to the Practice Manager. Kind regards, Karen B Castle Donington Surgery

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  10. Review titled Excellent Service

    Rated 5 stars out of 5

    by Peter Chambers - Posted on 20 March 2023

    My wife and I just wish to express our admiration and thanks for the wonderful service offered by your staff especially at the present enormously difficult and stressful time. Without exception, every Receptionist, Nurse, G.P., Trainee G.P. and visiting professionals we have come across has been courteous, friendly and meticulous in approaching the treatment and advice re our health. The other members of the extended family share our feelings.

    Visited February 2023

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    Review titled CASTLE DONINGTON SURGERY

    Replied on 21 March 2023

    Dear Mr Chambers, Thank you for taking the time to write this review. Your comments are very much appreciated and I will of course share them with the wider team. With all of the challenges we, and the wider NHS system, are currently facing, it is uplifting to receive such positive feedback. Please pass on our thanks to Mrs Chambers too. Kind regards, Karen B Castle Donington Surgery

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