City Way Surgery
65-67 City Way, Rochester, Kent, ME1 2AYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Used to be a great practice
Rated 1 star out of 5
by Anonymous - Posted on 17 November 2023
Iv been trying for two days to get an appointment for my son I spent 2 and half hours after filling out an e consult for my son being told I need to speak to someone for his problem to be hung up on got asked to contact back 2 first in line again to be put over to recorded message about econsult which I can't as iv been sdvised to speak to doctors back in phone line waiting at number 10 this new e consult is clearly not working the cut backs to our NHS is joke were dose our national insurance go privatisation of NHS but we're still paying for a service no one can access that is working class back to hight mortality poor health care no contact with real people just computers who make decisions based on algorithm this surgery was so much better the way it was before such a let down
Visited November 2023
Review titled City Way Surgery
Replied on 20 November 2023
Dear Patient, Thank you for taking the time to post a review about your recent experience at our surgery. I am really sorry that your experience with the practice has been a difficult one. We are continually keen to be aware of the problems our patients may come across, in order that we may improve the services we provide to ensure high quality and standards at all times. I would like to sincerely apologise for the inconvenience and upset this incident may have caused. Please contact the practice via one of the following options and we will be more than happy to discuss the concerns you have raised so that we can work together in resolving them: • Email: citywaymedicalpractice@nhs.net • Write: City Way Medical Practice, 65-67 City Way, Rochester, Kent, ME1 2AY • Request a telephone call from a member of the Management Team – please speak to one of our receptionists • Request to see a member of the Management Team – please speak to one of our receptionists Kindest Regards. Kerry Operations Manager City Way Medical Practice
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Review titled Good people, terrible practice
Rated 1 star out of 5
by James - Posted on 28 November 2023
I've used this surgery regularly for years, they've recently pushed to an online-only service that's grossly invasive and rules out anyone from treatment with illiteracy/poor digital skills. They'll tell you you can still speak to them on the phone, but it's almost impossible to get through this way - after minutes of menus if you're lucky enough to be able to ring without it saying call back later, you might get to use queuebuster. This often drop calls you after hours and you have to call again. They rarely answer the phones at all in the afternoon, I've waited in position 17 for hours multiple times now and have confirmed this when I decided to go to reception in person, beating my position on the phone and listening to it ring endlessly unanswered. I am mostly calling to chase up for things they said they'd do but haven't e.g. no letters, wrong letters, wrong tests, lost results, forgotten followups etc. There are some good doctors here let down by a pyramid of incompetence and a total disregard for patient experience. I would avoid if I could but frighteningly, my long term care is in their hands. I'd hate to be an older person trying to use this surgery - I've watched older relatives go without treatment because it is too stressful and difficult to actually get through to a human, and they feel utterly isolated by trying to get through at the very point they most need support.
Visited November 2023
City Way Surgery has not yet replied.
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Review titled general appointments system
Rated 2 stars out of 5
by Gordon Stone - Posted on 17 October 2023
Recent appointments great service but why have you stop the doctor from making follow up appointments…and blood tests . Now standing in a que of 12 people and only one receptionist on duty
Visited October 2023
Review titled City Way Surgery
Replied on 18 October 2023
Dear Mr Stone Thank you for taking the time to post a review about your recent experience at our surgery. I am really sorry that your experience with the practice has been a difficult one. We are continually keen to be aware of the problems our patients may come across, in order that we may improve the services we provide to ensure high quality and standards at all times. I would like to sincerely apologise for the inconvenience and upset this incident may have caused. We will contact you directly to try and resolve this as quickly as we can. Kindest regards, Kerry Operations Manager
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Review titled May go mad
Rated 1 star out of 5
by Peter Gilchrist - Posted on 13 October 2023
absolutely atrocious blood test done results discussed I need treatment as discussed e-consult booked waited all day thursday 12/10/2023 for pre arranged e-consult my appointment was pm full day wasted why when the surgery are berating patients for missing appointments which I do think is correct but it seems ok for the surgery team to mess people around by missing their appointments it so sad could someone please get back to me I’m tired of being tired
Visited October 2023
Review titled City Way Surgery
Replied on 18 October 2023
Dear Mr Gilchrist Thank you for taking the time to post a review about your recent experience at our surgery. I am really sorry that your experience with the practice has been a difficult one. We are continually keen to be aware of the problems our patients may come across, in order that we may improve the services we provide to ensure high quality and standards at all times. I would like to sincerely apologise for the inconvenience and upset this incident may have caused. We will contact you directly to try and resolve this as quickly as we can. Kindest regards, Kerry Operations Manager
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Review titled E-consult system
Rated 4 stars out of 5
by Anonymous - Posted on 12 October 2023
I had a few doubts learning that the surgery would eventually be going to E-consult only due to my health conditions, but I can say I am extremely happy with the service. I have always struggled with getting through on the phone lines so I believe this is the way forward. Thank you to all the staff for your continuous hard work.
Visited October 2023
Review titled City Way Surgery
Replied on 13 October 2023
Dear Patient Thank you for taking the time to post a review of the service you recently received from our Team. These reviews are very important to us as hopefully they give others a more balanced view of our Practice and service. We are really pleased that you found the new econsult triage system to be helpful. We are constantly striving to ensure that the service our patients receive is efficient and accessible. Thank you again and we will be sure to share your feedback with the Practice Team - please do not underestimate how much your review is appreciated by us. Kindest regards, Kerry Operations Manager City Way Medical Practice
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Review titled Some excellent GP’s here
Rated 4 stars out of 5
by Katie Robinson - Posted on 21 September 2023
I have seen 3 GP’s here who I always find to be kind and to listen and be thorough. My two kids had a very thorough asthma review with the nurse who made them feel comfortable and relaxed. I also recently had a flu jab on a specific flu jab day and it was all very efficient. Yes it’s very hard to get through on the phone but I think that is a reflection on how pressured the NHS are rather than the surgery. I tend to visit the surgery to arrange appointments and reception staff have always been helpful.
Visited September 2023
Review titled City Way Surgery
Replied on 22 September 2023
Dear Miss Robinson Thank you for taking the time to post a review of the service you recently received from our Team. These reviews are very important to us as hopefully they give others a more balanced view of our Practice and service. We are really pleased that you found our service to be thorough, efficient and helpful. We are constantly striving to ensure that the service our patients receive is efficient and accessible; and are keen to use patient feedback to make any necessary improvements as appropriate. Thank you again and we will be sure to share your feedback with the Practice Team - please do not underestimate how much they are appreciated by us. Kindest regards, Kerry Operations Manager City Way Medical Practice
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Review titled Long waits and unable to see a proper GP
Rated 2 stars out of 5
by Anonymous - Posted on 08 September 2023
Long wait to see a medical practitioner. Over 50 minutes wait. On the day the unavailability to see a GP, given the patient had recently been admitted in hospital for sepsis. We had needed her seen to by a doctor as still some concerns with her health. Just really poor response times and delays.
Visited September 2023
Review titled City Way Surgery
Replied on 09 September 2023
Dear Patient, Thank you for taking the time to post a review about your recent experience at our surgery. I am really sorry that your experience with the practice has been a difficult one. We are continually keen to be aware of the problems our patients may come across, in order that we may improve the services we provide to ensure high quality and standards at all times. I would like to sincerely apologise for the inconvenience and upset this incident may have caused. Please contact the practice via one of the following options and we will be more than happy to discuss the concerns you have raised so that we can work together in resolving them: • Email: citywaymedicalpractice@nhs.net • Write: City Way Medical Practice, 65-67 City Way, Rochester, Kent, ME1 2AY • Request a telephone call from a member of the Management Team – please speak to one of our receptionists • Request to see a member of the Management Team – please speak to one of our receptionists Kindest Regards. Kerry Operations Manager City Way Medical Practice
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Review titled Noisy waiting room
Rated 3 stars out of 5
by Ashley Price - Posted on 01 August 2023
Very noisy in waiting area, also no privacy when talking to receptionist as other patients are login in / registering car details.
Visited August 2023
Review titled City Way Surgery
Replied on 15 August 2023
Dear Patient Thank you for taking the time to post a review about your recent experience at our surgery. I am really sorry that your experience with the practice has been a difficult one. We are continually keen to be aware of the problems our patients may come across, in order that we may improve the services we provide to ensure high quality and standards at all times. I would like to sincerely apologise for the inconvenience and upset this incident may have caused. We will contact you directly to try and resolve this as quickly as we can. Kindest regards, Kerry Operations Manager City Way Medical Practice
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Review titled Very happy
Rated 5 stars out of 5
by Anonymous - Posted on 08 August 2023
I moved into the area a few months ago and I can honestly say City Way have been the best GP practice I have had for some time. Yes, it's hard to get through on the phone, yes the waiting room is noisy and busy but all the clinical staff I have come across have been amazing and they get things done. I have fought for years to get a referral for secondary care, this practice finally gave it to me. I use the e-consult service and although there is a bit of a wait for a response, the surgery always take action. This isn't the most local practice to me - they told me that I 'wouldn't get an appointment' but I'm really grateful they were like that because coming to City Way has been good, I'm finally getting the medical support I need to deal with chronic long term conditions.
Visited August 2023
Review titled City Way Surgery
Replied on 15 August 2023
Dear Patient Thank you for taking the time to post a review of the service you recently received from our Team. These reviews are very important to us as hopefully they give others a more balanced view of our Practice and service. We are really pleased that you have had a happy experience at the Practice and are getting the medical support that you require. We are constantly striving to ensure that the service our patients receive is efficient and accessible; and are keen to use patient feedback to make any necessary improvements as appropriate. Thank you again and we will be sure to share your feedback with the Practice Team - please do not underestimate how much they are appreciated by us. Kindest regards, Kerry Operations Manager City Way Medical Practice
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Review titled never called back
Rated 1 star out of 5
by donald wilson - Posted on 10 November 2023
been trying to get an appointment for 7 weeks and when i call i am either number 25+ waiting or the call back option. all i get is a text saying they tried to call me but i did not answer. well that is total rubbish and has happend every time i have called and used their call back system that does not work. it is now november and i still cant get through to see a doctor.
Visited August 2023
Review titled City Way Surgery
Replied on 20 November 2023
Dear Mr Wilson Thank you for taking the time to post a review about your recent experience at our surgery. I am really sorry that your experience with the practice has been a difficult one. We are continually keen to be aware of the problems our patients may come across, in order that we may improve the services we provide to ensure high quality and standards at all times. I would like to sincerely apologise for the inconvenience and upset this incident may have caused. We will contact you directly to try and resolve this as quickly as we can. Kindest regards, Kerry Operations Manager City Way Medical Practice