Castlegate Pharmacy - Ratings and reviews
Reviews
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Review titled Requires serious improvement
Rated 1 star out of 5
by Anonymous - Posted on 13 November 2023
Last Monday, I had a prescription approved by my GP. The prescriptions are sent automatically to Castlegate Pharmacy. I visited the pharmacy on Friday and was told that the item had been delivered but not unpacked yet, and to try other pharmacies in town. None of the other pharmacies had the item in stock and they offered to order it, but since I had been assured that the item was supposed to be at Castlegate waiting to be unpacked, I decided to return to there. However, when I arrived at Castlegate today (Monday), they spent a long time looking for my item, and then informed me that the prescription had not actually been ordered. There are four issues here: 1. Castlegate Pharmacy did not order the medication when the prescription was issued. 2. The pharmacy told me the medication had been ordered and was waiting to be unpacked when it had not been ordered. 3. There appeared to be no paper or computerised record available to indicate whether the prescription had been ordered or where it might be if it had been ordered. The assistant spent a long time searching on the shelves for it. 4. This is not the first time we have seen staff struggling to locate medication. On two other occasions, medications which had actually been ordered were in the pharmacy but they were either not where staff expected to find them or were underneath piles of other medication. My partner and I had the impression that tidiness was not a priority and that there was not a reliable system of storing items which were ready to collect. This is a problem of management. The pharmacy seems to lack a reliable system for dealing with orders and storing them. I would like to address the issue to the manager, but there is no named person on the pharmacy's website who can be contacted. There needs to be more accountability from a senior individual here. Patients should not be left without medication when they have ordered it in a timely fashion. It is dangerous and unethical.
Visited November 2023
Castlegate Pharmacy has not yet replied.
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Review titled Poor delivery and communication
Rated 1 star out of 5
by Anonymous - Posted on 05 June 2023
Will not deliver medicines within a week of ordering on line. Never pick up the phone as either ignore it or take it off the hook, use to be great now totally unreliable. Will be going back to my own GP in future.
Visited June 2023
Castlegate Pharmacy has not yet replied.
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Review titled Great practice
Rated 5 stars out of 5
by Amanda - Posted on 03 May 2023
This is a fantastic pharmacy. Always friendly and co-operative when ringing or calling. Always quick to respond to my sons medication. Can I also thank the drivers. I appreciate you are a very busy team always happy to help in emergency. Keep up the good work.
Visited May 2023
Review titled Castlegate Pharmacy
Replied on 14 December 2023
Thank you for your feedback it will shared with our team members, we appreciate your feedback and great to hear we gave you good service, many thanks Castlegate Pharmacy
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Review titled Fantastic Service and Community Asset
Rated 5 stars out of 5
by Bren Trodden - Posted on 07 April 2023
Castlegate Pharmacy is open late evenings, weekends and bank holidays as well as free deliveries. This means I can always access services no matter my work commitments. It has friendly empathic, professional staff offering a range of support services as well as prescriptions and I cannot rate it highly enough.
Visited April 2023
Review titled Castlegate Pharmacy
Replied on 24 April 2023
Dear Mr Trodden, Thank you for your feedback. We appreciate our patients and are dedicated to providing the best services possible. We will share your kind words with the team and look to be of service whenever needed. Kind regards M.Ali
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Review titled Friendly, helpful service
Rated 5 stars out of 5
by Anonymous - Posted on 04 April 2023
I called up to ask about some medication that was delayed and the person who served me took time to think through alternatives and ways of being able to sort the problem. They also advised on the latest HRT prepayment option which I was unaware of and they took time to check if the medication was covered. In my view they went the extra mile and that makes all the difference, thankyou.
Visited April 2023
Review titled Castlegate Pharmacy
Replied on 24 April 2023
Dear Anonymous, Thank you for your feedback. We appreciate our patients and are dedicated to providing the best services possible. We will share your kind words with the team who will be delighted and will continue to go the extra mile. Kind regards M.Ali
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Review titled Very poor service
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2023
I received one item of 4 medications on 22/3 then and was owed three items. I telephoned today 28/3 and was told they didn’t have the other items in stock. They were unable to obtain one item and could split the dose into smaller sizes and have to take 12 tablets a day instead of 6. The only other option offered was to get another prescription for the owed items and take to another pharmacy which I accepted. I didn’t complain to the assistant as this is a common occurrence and I’m absolutely fed up with the poor service. I will be moving my prescription order to another chemist in town in future. My husband had had exactly the same experience as my and moved last month. The management of this chemist needs to be audited urgently. People who are seriously unwell could have a negative outcome caused by such poor service.
Visited March 2023
Review titled Castlegate Pharmacy
Replied on 28 March 2023
Dear patient, thank you for the feedback. I am sorry you were dissatisfied with the service you have received. Perhaps we could make direct contact to discuss all of your concerns? If not, I understand that this must have been very frustrating and I’m sorry for any upset caused. There are national supply issues affecting pharmacies and can make obtaining medication difficult. We are working hard to increase our options on this and hope this improves in the near future. I wish to assure you that we will always assist you in supplying your medication and in case of any out of stocks, send back the prescription to your GP for alternatives or other options discussed on an individual basis. I apologise for any inconvenience caused and would like to offer a direct email to make contact at pharmacy.fg273@nhs.net Yours sincerely, M Ali-Hassan Superintendent Pharmacist
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Review titled Amazing practice
Rated 5 stars out of 5
by The Townsend’s - Posted on 13 June 2022
My husband and I have just moved here 2months ago, and from the moment we registered with the practice and had dealings with the pharmacy, we can’t praise highly enough. We moved from Yorkshire and to say the least never felt respected in our other practice but here everyone is so polite and go out of there way to help. Both the practice and pharmacy are first rate when it comes to customer care. Thank you for making our move especially at our age of 63 & 74 a very pleasant and surprising one.
Visited June 2022
Review titled Castlegate Pharmacy
Replied on 14 June 2022
Thank you so much for your kind review Mr & Mrs Townsend. We are so pleased to hear that your were happy with the care that you have received from our teams. We look forward to assisting you in the future.
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Review titled Would not recommend to any one.
Rated 1 star out of 5
by Anonymous - Posted on 17 May 2022
It seems to me none of them in the Pharmacy has a clue what they are doing. Badly organised, They say they will deliver your perscription and just foreget about it,it has taken 36hrs and still not arrived. Will not answer the phone, then it is engaged. Time they were given a shake. or change the staff.
Visited May 2022
Review titled Castlegate Pharmacy
Replied on 22 May 2022
Dear anonymous, Thank you for the feedback. We are sorry you were dissatisfied with the service you have received. Perhaps you could contact the pharmacy to discuss your concerns? If not, I wish to assure you that we do not specify any timed delivery slots. If you wish to update your preferences we would be happy to help. The phone system is experiencing a high volume of calls at present and we will continue to monitor this with internal quality control. Everyone in the pharmacy have their allocated roles and duties and trying to deliver the best possible customer care at all times. We will continue their learning and education to ensure quality is of the highest standard possible.
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Review titled Smoking session
Rated 5 stars out of 5
by Anonymous - Posted on 01 April 2022
Been stopped smoking for nearly 2 months now thanks to the help and assistance from the stop smoking councillor. Very enthusiastic, considerate, and understanding. Would definitely recommend giving it a go because it's much easier now with the new stop smoking aids. Good luck!
Visited April 2022
Review titled Castlegate Pharmacy
Replied on 24 May 2022
We are so pleased to hear your fantastic news and achievements. The advisor was Janette and I have updated her with your comments. Jannette is also training more members of the team to offer a great service. Thank you for your positive feedback.