Castlegate & Derwent Surgery

Modern facilities with friendly community service

A contemporary facility with excellent layout and convenient access to various services, including an on-site pharmacy. The team consistently demonstrates a welcoming approach and delivers valuable support to the local community.

Reception staff were unhelpful and dismissive

The service provided fell significantly short of expectations.

Concerned about losing experienced clinical staff

I have generally had positive experiences at this practice, however I am troubled by the departure of several skilled clinicians from this location. A number of capable practitioners have left or are in the process of leaving, and I understand this may be partly attributable to concerns about the working environment and management approach.

Reception staff made me feel welcome

I must say, I have received outstanding service throughout my visit. Both the reception team and the clinical staff I encountered today were particularly pleasant and helpful.

Allergies made worse by unexpected pet in waiting room

Attended an appointment and was surprised to find a pet animal seated nearby, which triggered my allergies. I left feeling worse than when I arrived. I was unaware that pets were permitted in medical practice settings.

Professional care after online triage process

Recent visits to the practice following online triage resulted in two appointments with a clinician who demonstrated professionalism, understanding and thoroughness. Very pleased with the service and care provided. Thank you.

Nurses provided consistent care and support

I would like to express my gratitude to the nursing staff for the exceptional care I have received over the past several months. You have all been truly excellent.

Receptionist called back with a cancellation slot

When I needed to arrange a cervical screening test in July, I called the practice to find availability but there were no slots for several weeks. As I had travel plans coming up, this was concerning. I booked an appointment but mentioned I was keen to be seen sooner if possible. The receptionist was extremely helpful and got back to me promptly with an opening the following day, which I really appreciated as it took away a lot of my worry. During the appointment itself, the clinician was very pleasant and when I raised a query about contraception that I needed for an extended period, they were able to address this straightaway rather than requiring me to schedule another visit. I'm genuinely thankful for the care provided by the NHS.

Phone queuing system makes booking difficult

The practice benefits from adequate parking and comfortable seating areas. However, contacting the surgery by telephone presents significant challenges, with the queuing system proving difficult to navigate. The callback service can involve lengthy wait times. During visits, interactions with some reception team members have been inconsistent, with occasional abruptness noted. I am grateful to be in reasonably good health.

Felt genuinely listened to and understood

Was seen by a new clinician today and they are a valuable addition to the practice… they listened carefully, provided clear explanations and gave the impression of genuine interest… their approach was warm and friendly…. A pleasant professional with an engaging manner….

Receptionists were helpful and friendly

Outstanding experience with the front desk team

Felt genuinely listened to and unhurried

I was recently seen by a member of the medical team who demonstrated exceptional care and compassion throughout the appointment. I never felt rushed, and they took time to ensure all my concerns were addressed by asking if there was anything else they could help with. This clinician is a real asset to the practice.

Reception staff made booking straightforward and helpful

I had another positive experience at the surgery. The reception team continues to provide excellent service and assistance.

Hard to book appointments through the app

The practice is excellent when you manage to secure an appointment, however the booking system through the app presents significant difficulties and makes scheduling quite challenging.

Doctor couldn't identify the problem

I had a disappointing experience. When I attended my appointment regarding my health concern, the healthcare professional seemed unable to identify what the issue was. I found this frustrating, as I expected them to have the expertise to recognise and understand the problem.

Quick referral process made everything simple

Excellent experience today, thank you to everyone involved. A referral was arranged promptly by the practice, and I was able to follow up and book an appointment without any difficulty. The process was straightforward and efficient, and I'm very pleased and appreciative of the service received.

Thorough explanations made me feel reassured

I was diagnosed with a chronic condition a few months ago. I have received excellent care, with everything explained thoroughly and clearly in a reassuring and positive manner. I am very grateful for the support provided.

Exercise class was helpful and pressure-free

The diabetes exercise programme was beneficial and I hope it returns in the future. I found it very helpful. The sessions were conducted without pressure, making them easy and enjoyable.

Helpful support throughout my healthcare journey

The staff member has been fantastic and wonderful in supporting me throughout my healthcare journey, demonstrating considerable knowledge and expertise.

Exercise classes cancelled mid-programme

I have been attending the exercise classes on Tuesday evenings for the past six weeks, but they have now stopped. I am quite disappointed as this programme was supporting my weight loss goals, and I found the group setting particularly motivating and helpful.