Central Surgery
Corporation Street, Rugby, Warwickshire, CV21 3SPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor service - no appointments
Rated 1 star out of 5
by Anonymous - Posted on 06 July 2023
The booking system for this surgery needs to be reviewed! The line cuts out when you are in a queue which means you have to rejoin the queue again - and by the time time you get to a receptionist there are no appointments left. Why not give them (receptionist) access to afternoon appointments so patients can get to a healthcare professional? - or do they pick and choose who gets an appointment in the afternoon? Which is clearly a problem!? This is a potential risk to patients and their health and well-being. Not all patients require a&e which the default response from the receptionist! Perhaps some education in this area too.
Visited June 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have felt it difficult to book an appointment at the practice. The team at Central Surgery are booking every available appointment throughout each day and they are committed to ensuring that patients who need to be seen are. There is a facility for patients who are ‘urgent’ for today to be seen but when appointments have been booked you will be offered an alternative appointment with the Enhanced Access team, which may be located at an alternative practice or a community pharmacist.
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Review titled ** Avoid **
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2023
I am frustrated by the difficulty I have encountered while attempting to schedule a doctor's appointment. On Thursday, May 18th, I had an emergency appointment that led to a referral to the A&E department. After my visit to the Coventry emergency department, I was diagnosed with pneumonia. Now, I am trying to book a follow-up appointment with a doctor to discuss my condition, next steps, obtain a fit note for work, and explore options for a referral to private medical services. Over the past decade, I have rarely visited the medical practice, and from my perspective, the quality of patient standards and care has significantly declined. It should not be this challenging to arrange an appointment! Shambolic state of affairs.
Visited May 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have struggled to book an appointment in advance. Currently these are booked/approved by the GPs. In order to meet the requirements of our contract patients should be offered an assessment of need, or signposted to an appropriate service, at first contact with the practice, this means patients should not be waiting in advance of that request. Where a follow up is needed, the GP will arrange this.
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Review titled Very poor service.
Rated 2 stars out of 5
by Anonymous - Posted on 24 May 2023
On 2 May I saw a nurse, she dealt with what she could and said she would make an appointment for me to see a Doctor for my other problem and would text me the details. Nothing received so made an Online request, got reply to say passed to the nurse that I saw previously to update me. Still nothing so phoned surgery to be told nurse had been on course but would be in the next day and receptionist said she would send a reminder to the nurse. Two days later still nothing so phoned again and receptionist said nurse cannot pre book appointments (how ridiculous) and I would have to call on the day. Why then did someone not tell me this earlier rather than leave me in the dark. This surgery has gone down hill.
Visited May 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have struggled to book an appointment in advance. Currently these are booked/approved by the GPs. In order to meet the requirements of our contract patients should be offered an assessment of need, or signposted to an appropriate service, at first contact with the practice, this means patients should not be waiting in advance of that request. Where a follow up is needed, the GP will arrange this.
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2023
2 hours on hold on the phone to be put through to someone who couldn't answer my query. All I needed was a medical form to be signed. I have never had an actual appointment at this practice, since I am never sick and it's just as well!
Visited May 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have struggled to access the practice via the phone system. Every available member of our reception team takes calls between 8:30 and 6:30 daily. We do not close for lunch. Our current phone system is in the process of being replaced by the NHS which will provide improved functionality such as call-back. This will prevent any patient waiting unnecessarily to get through.
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Review titled Not a good practice at all.
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2023
Spent three hours on the phone trying to get an appointment, starting at number 50 to get down to number 2 and the phone was cut off. Rang twice again still stuck in a que, when i finally got through was told i would have to call back at 1pm as there were no appointments. Tried at 1pm stuck on the phone again for two and a half hours. Gave up. A rubbish service msnaged to get myself moved to another surgery.
Visited May 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have struggled to access the practice via the phone system. Every available member of our reception team takes calls between 8:30 and 6:30 daily. We do not close for lunch. Our current phone system is in the process of being replaced by the NHS which will provide improved functionality such as call-back. This will prevent any patient waiting unnecessarily to get through.
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Review titled Mental health? Sorry not interested
Rated 1 star out of 5
by Anonymous - Posted on 17 May 2023
Was told by one of the GP’s at central surgery that we were bad parents for not forcing our daughter who is 3 years old and suffers rather badly with anxiety, to take liquid antibiotics. She had no care that a 3 year old would vomit due to an anxiety attack brought on by taking medication. Seeing as the NHS’s big target at the minute is mental health, it astounds me they allow GP’s to operate when they have such poor people skills. Feel like most of them need to go on a human interaction course, it’s as if they aren’t human some times. This isn’t the only bad experience we’ve had with this surgery. Just one of the recent ones that sticks out to me the most. Can see why the Care Quality Commission have rated them inadequate. Will be moving GP’s at the earliest convenience.
Visited May 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have felt the need to complain about your experience and given the information you have provided we would ask you to contact the practice to raise this as a formal complaint. Details are on our website.
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Review titled Very poor
Rated 1 star out of 5
by Anonymous - Posted on 31 May 2023
I have had 4 phone calls to this practice in the last week trying to organise a prescription. I have made a complaint which has not been responded to. I was told a GP would call and this did not happen. I get told to phone tomorrow at 8am. But I have attempted to do this you have to phone multiple times (120 on one occasion) to even get a dialling tone. Staff communication and policies are not working. I will be moving practice and would suggest avoided at all costs.
Visited May 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have had difficulties in ordering a repeat prescription via the telephone system. We continue to encourage all patients to use the NHS App – the take up at the practice is not as good as our colleagues both in Rugby and Coventry; it takes literally seconds to order your prescription this way. If you need further information please check our website for useful links.