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 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
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Review titled Easy access to health advice
Rated 5 stars out of 5
by Anonymous - Posted on 14 February 2025
The new online triage form is very effective. It allows you to submit your health concerns, this is assessed and appropriate response is received be that a phone call or arranged GP appointment. It is available 7.30am - 6pm no waiting on the phone in a queue of 20+ at 8am. An efficient alternative.
Visited February 2025
Review titled Castlegate and Derwent Surgery
Replied on 24 March 2025
Dear patient Thank you for your feedback on our Total Triage system. Changes to systems and what patients are familiar with is always tricky but the learn that your have positive feedback and experience is just what we like to hear. We have been working hard to promote the service to our patients and receiving your feedback confirms that it is working. Thank you for taking time to write this review, best wishes Castlegate & Derwent Surgery
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Review titled Good opportunity for vaccine (but far to late!)
Rated 4 stars out of 5
by Tom Borg - Posted on 25 February 2025
Invitations to attend vaccinations at Castlegate are very welcome and I had both Covid and Flu last autumn as usual. This 20th Feb. received an Nhs offer of Rsv vaccine, despite the active period being typically Nov. to Feb. - the scheme opened in Sept. '24! Not our GP's fault I know but perhaps they can make representations?
Visited February 2025
Review titled Castlegate and Derwent Surgery
Replied on 24 March 2025
Good morning Tom Many thanks for the feedback and glad we have provided you with great care. The roll out of the RSV vaccination was small due to the supply of the vaccination, frustratingly, we could only order small amounts at a time and had to plan our clinics depending on the stock we had. Thankfully the supply has increased and we have now arranged all of our patients an appointment from our waiting lists. Hopefully this will keep rolling now. Take care and thank you for taking the time to get in touch Castlegate & Derwent Surgery
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Review titled Great practice
Rated 5 stars out of 5
by Christine Ostle - Posted on 01 February 2025
I asked for an appointment to see a doctor with regards to a lump I had found in my abdomen.The receptionist explained the new triage system and did this for me.25 minutes later I had an appointment to see a doctor the same day . I had referral for an ultrasound,the next day I had a Cancellation and had my ultrasound exam. I was amazed at the speed and courtesy of all the staff .Thank you all for responding so quickly
Visited January 2025
Review titled Castlegate and Derwent Surgery
Replied on 24 March 2025
Dear Christine Many thanks for your lovely feedback. Great to hear you have experienced great service from our surgery. When making changes to our systems it takes time to settle but your feedback confirms that it works and is an improvement. Thank you for taking time to provide this Kind regards Castlegate & Derwent Surgery
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Review titled Annual review
Rated 5 stars out of 5
by Don Hetherington - Posted on 27 December 2024
Annual review results were explained extremely clearly by the Cardiologist specialist nurse. Taking time to ensure I fully understood all aspects of the results.
Visited December 2024
Review titled Castlegate and Derwent Surgery
Replied on 27 December 2024
Dear Mr Hetherington Thank you so much for the brilliant feedback about the care you received at our surgery, this will be shared with our staff members,. We do appreciate you taking time to send us this review. Kind regards Castlegate & Derwent Surgery