Castlegate and Derwent Surgery
Cockermouth Health Centre, Isel Road, Cockermouth, Cumbria, CA13 9HTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Immediate response
Rated 4 stars out of 5
by J A Hamilton - Posted on 13 May 2025
Just off the phone to the Prescribing Team. Query resolved effectively and efficiently and immediately. No hassle. No fuss. All information I requested was at hand and way forward and timescale advised. Individual at other end of phone was pleasant, friendly and on the ball.
Visited May 2025
Castlegate and Derwent Surgery has not yet replied.
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Review titled Astonishing service
Rated 5 stars out of 5
by Anonymous - Posted on 09 May 2025
I messaged about an increase in my medication using the online patient triage system. Less than 30 minutes later, I received a text saying that it had been done and sent to the pharmacy. Brilliant.
Visited May 2025
Castlegate and Derwent Surgery has not yet replied.
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Review titled Patient triage
Rated 5 stars out of 5
by Anonymous - Posted on 18 May 2025
Have used the online patient triage. Found it was very clear with lots of room to say what was wrong. Sent it and heard within the hour with link to book physio and a prescription sent to my choice of pharmacy. The physio appointment gave me lots of help. This service works so well I would recommend it to anyone. Thank you.
Visited May 2025
Castlegate and Derwent Surgery has not yet replied.
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Review titled Helpful Receptionist
Rated 4 stars out of 5
by Gillian Coyle - Posted on 10 May 2025
I had an appointment for a blood test on May 8th., for the Henderson Suite. I'm sorry to say that I completely forgot, which is the first time that's ever happened. My husband rang the next morning and spoke to a receptionist who understood the problem, and to my relief, gave me an appointment later that same morning. Many thanks.
Visited May 2025
Castlegate and Derwent Surgery has not yet replied.
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Review titled Wonderful service
Rated 5 stars out of 5
by M Urquhart - Posted on 07 April 2025
I used the new online service and was contacted within an hour. Prescriber was very helpful and organised a test which enabled me to get an antibiotic before heading off to visit my 96 year old Dad in hospital in Central Scotland. Thank you so much.
Visited April 2025
Castlegate and Derwent Surgery has not yet replied.
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Review titled Poor experience.
Rated 3 stars out of 5
by Anonymous - Posted on 01 April 2025
I contacted the surgery to discuss my daughter’s severe tonsillitis. At that point I explained that she had had two 111 appointments, a triage call and 2 courses of antibiotics, and seen a nurse at the walk-in - who said if not better by Tuesday she needed to see a doctor or go straight to A and E. I decided to ring your practice. I explained she was deteriorating not getting better and that she had not actually been examined by a doctor yet. I was asked to complete a triage form, which was fine. During the next hour (I was told she’d be called at some point that day but not when) – my daughter began to feel very nauseous and was really sleepy. I was worried about a tonsillar abscess and sepsis, so I called the practice back to tell them. Your line clearly states “if you have chest pains or difficulty breathing then hang up and call 999.” It also then clearly says “If this is a medical emergency then press 1.” It does not state specifically what that medical emergency is or what it should be. I felt it was at that point. I am genuinely not a panicker, but I was feeling really concerned about her and a bit helpless. Then woman who answered interrupted me when I tried to explain the situation with an abrupt: “is this about a stroke or a heart attack?” I said "no". She said “well I need to keep this line clear for people with a stroke or heart attack." The inference I got from her abrupt tone was that I was a time waster, not a genuinely panicked mum. I hung up quickly, feeling even worse and scared and unsure what to do. Please either change your wording on your phone line to express what should constitute an emergency in order to press this option, remove the option entirely, or at least think about the people that ring it – they aren’t all time-wasters.
Visited April 2025
Castlegate and Derwent Surgery has not yet replied.
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Review titled Great online booking system.
Rated 5 stars out of 5
by Ray Lambe - Posted on 23 April 2025
The online appointment application worked very well for me yesterday and came as both a surprise and a great escape from hearing that I was caller 24 in the queue. I'm sure more patients would be inclined to use the system if it was described more clearly on your website and in your recorded phone message. Calling it Triage meant nothing to me whereas if I'd understood that it was an online facility I would have opted for that without delay. However, when I looked at your website I couldn't immediately see any reference to it and I had to delve through a bit more jargon before I came across it by surprise. The system worked brilliantly and I received a call within the hour to invite me into the surgery - now that really was something! So thank you.
Visited April 2025
Castlegate and Derwent Surgery has not yet replied.
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Review titled So very helpful
Rated 5 stars out of 5
by Anne Dunne - Posted on 13 March 2025
I have been trying to sort my father in laws vit B12 jab since beginning of Feb and have been given false information about what needed to happen ...I have been into the surgery 3 times and spoken to Kirklands care home on numerous occasions all to no avail ..I came into the surgery again this morning explained to reception lady what was going on and she went above and beyond to sort this issue out , I am so very grateful. He is also registered as house bound and will be receiving his first jab asap ..thamkyou again for your massive help with this..
Visited March 2025
Review titled Castlegate and Derwent Surgery
Replied on 24 March 2025
Good morning Anne Thank you for your kind words and comments about the surgery. We will share your feedback with our Reception team who will be delighted that we provided great care. Many thanks Castlegate & Derwent Surgery
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Review titled Lack of action
Rated 5 stars out of 5
by Anne Dunne - Posted on 13 March 2025
I have visited the surgery 3 times to get my father in laws vit B12 injection sorted as prescribed beginning of Feb 25 ..each time I have been told something different, and that actions would be taken to facilitate this.. still nothing been done until today 13th March when I visited again and a wonderful reception lady has now sorted everything out and he will finally receive the jab administered by district nurse asap and then 3 monthly going forward. Reception lady also spoke to Kirklands care home and explained the situation and let myself as a family member know too..I am so very grateful thankyou ...
Visited March 2025
Review titled Castlegate and Derwent Surgery
Replied on 24 March 2025
Good morning Anne Thank you for your you feedback on the service received at Castlegate & Derwent Surgery, we strive to provide the best care we can and we are delighted that our Reception team went the extra mile to arrange the Vaccination for your father in law. Many thanks Castlegate & Derwent Surgery
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Review titled Great service
Rated 5 stars out of 5
by Julia barron - Posted on 26 February 2025
On 2 separate occasions over the last week I have contacted the Practice via the online service The first was a suspicious mole and the second a UTI I was offered a timely face to face appointment re the mole and antibiotics as requested re the UTI Excellent service
Visited February 2025
Review titled Castlegate and Derwent Surgery
Replied on 24 March 2025
Dear Julia Thank you for comments and taking time to provide this brilliant review. We are glad you received great service from the surgery and we very much appreciate you taking time to give us this feedback that will be shared with our staff. Kind regards Castlegate & Derwent Surgery