Castlegate & Derwent Surgery

Clear explanations and friendly reception staff

Following a recent appointment, the findings from my annual health assessment were communicated to me with excellent clarity and precision. A separate health concern I raised was also addressed in an equally thorough and understandable way. When booking a subsequent appointment at the front desk, the staff were notably friendly and professional throughout. Thank you.

Group meeting helped me understand my diagnosis

The recent group meeting for newly diagnosed patients was extremely valuable to me. It was informative and professionally delivered, yet maintained a relaxed and informal atmosphere. The facilitators answered all of our questions comprehensively and went beyond what was asked.

Triage system meant no endless phone waiting

Contacted the practice several weeks ago when experiencing health concerns. Found the triage process to be very helpful as it meant I didn't have to remain on hold. I was able to be seen promptly that same day, received a thorough examination, and had everything discussed with me clearly. I was provided with medication and advised to get back in touch should my situation alter. Recently, when I felt unwell again, I phoned and the triage system allowed me to rest without being stuck on the telephone. An appointment was arranged for a couple of hours later. During that visit, I was examined, given an explanation of what might be happening, and prescribed medication to assist with my symptoms. Overall, I have found nothing to criticise about this practice and would encourage them to continue as they are.

Thorough follow-up and genuine care shown

A member of the reception team at this surgery is a breath of fresh air, demonstrating considerable knowledge and attention to detail in following through on all matters. They are a great asset to the practice.

Prescription team kept my medication arriving weekly

During a particularly challenging period, we have been able to depend on the excellent and professional assistance from a member of the Prescription Team. Nothing has been too much trouble for them and my medication has been delivered consistently and reliably. They have served as an effective link between the medical practice and pharmacy and have demonstrated a compassionate understanding of someone in my position who relies heavily on the system functioning effectively on my behalf.

Reception forgot to check me in

I arrived for my appointment but was not checked in by reception staff. I ended up waiting for an extended period before being seen, only after clinical staff noticed I was still in the waiting area. This was frustrating and felt like a poor use of my time.

Efficient and kind diabetes appointment experience

Attended an appointment today regarding my chronic condition and, as always, the clinician demonstrated excellent efficiency and compassion throughout the consultation.

Consistently good care and treatment

I have consistently received excellent care and positive interactions throughout my visits.

Felt heard and given proper time

The healthcare professional listened to my concerns, discussed the available options, and I didn't feel rushed during the appointment. I had a similarly positive experience with another clinician earlier in the week.

Reception staff made time for urgent care

I would like to thank the surgery for their assistance with a painful hand injury that had developed inflammation. The pharmacy team examined the affected area carefully and indicated that it appeared to require urgent clinical assessment. They directed me to speak with reception about arranging this. The receptionist was exceptionally helpful and considerate throughout the process. She managed to schedule me in with a nurse at the earliest available opportunity, and I was content to wait for an appointment slot to become available. The nurse who saw me was approachable, competent and thorough. She provided a prescription and advised me to return should the inflammation worsen or spread beyond a certain point that was marked on my hand. I have no complaints about the standard of care I received at the practice.

Reception staff made me feel genuinely welcome

I had a very positive experience at the surgery today and have no complaints about the care I received. The staff at reception, along with the clinical team, were all welcoming, compassionate, efficient and conducted themselves in a professional manner. I'm grateful for the service provided.

Felt genuinely listened to and cared for

Special thank you to the nursing staff member, such a lovely person, who genuinely cares, I really appreciate all that you do and nothing too much trouble. Many thanks.

Staff put me at ease during appointment

The practice is excellent. I had an appointment with a nursing professional today for several matters and they were incredibly supportive, demonstrating professionalism and efficiency throughout. What I anticipated might be a challenging experience was completed swiftly and handled with such care that it became quite a positive encounter. This entire practice performs admirably in what must be one of the most demanding sectors today. Healthcare professionals face considerable pressure daily while striving to deliver care to the public, and I recognise this. I am happy to wait on the phone or for appointments when needed for non-urgent concerns, and I always endeavour to communicate respectfully with all staff members at this practice. They have consistently been there when I have needed support, and I am genuinely grateful for their commitment and dedication. Thank you all for the work you do; your efforts are truly valued and appreciated.

Reception team made booking straightforward and easy

The reception team, nursing staff, and clinical practitioners all provided excellent service during my recent visit.

Staff were always helpful and supportive

I have been a patient at this surgery for over a decade and have consistently found the team to be very supportive and helpful.

Call back system made booking straightforward

I called during a busy weekday morning, utilised the callback system which functioned effectively, and following a brief initial discussion was able to attend an appointment with a healthcare practitioner in the late morning. The consultation was unhurried and allowed for a thorough discussion of my concerns, leading to identification of the issue and provision of the necessary treatment.

Reception staff attitudes vary considerably here

I have found one member of the reception team to be consistently polite, genuinely helpful and friendly. However, I have experienced the opposite approach from other staff members, who I have found to be discourteous and unhelpful, and they often appear disengaged. On several occasions, I have felt overlooked while they have been occupied with conversations amongst themselves at the desk. The prescription service has been problematic for me. I was without essential medication for a fortnight after being told that a drug I had been receiving monthly without issue was no longer available on my repeat prescription, despite having been prescribed it by the hospital five months prior. I have found it concerning how easily inconsistencies in their explanations can be identified. I would consider transferring to another practice if the option were available. The recent performance ratings appear to reflect these concerns.

Felt genuinely cared for and listened to throughout

Attended for a cervical screening appointment today with a practice nurse who demonstrated excellent knowledge, professionalism and a friendly demeanor. Her calm and compassionate approach made the experience much more comfortable (though once every three years feels like quite frequent enough!). I recognise that many people have concerns about GP surgeries, and I understand why, but this practice has consistently delivered a high standard of care in my experience. I have been seen by several doctors over time and each has provided thorough and attentive treatment. One doctor in particular stood out for her conscientiousness: when preparing for a period of leave, she took steps to ensure continuity of my care and that my treatment plan would be properly managed in her absence. I felt genuinely valued and supported throughout, which reflects both excellent clinical practice and genuine personal care. The practice nurses have also been outstanding. One nurse is consistently empathetic and meticulous in her approach, while another nurse I see annually brings a positive energy to every appointment, always makes time available and clearly has genuine passion for her work. When I have required blood tests or specialist referrals, these have been organised without delay. Throughout my care, I have felt properly involved in decision-making, with ample opportunity to ask questions and discuss the options available to me. The on-site pharmacy, however, presents a different picture: it frequently appears disorganised with significant waiting times (on one occasion I waited an hour only to discover they did not stock the medication I required). Other local pharmacies provide a noticeably smoother service.

Felt heard and given time during appointment

The healthcare professional demonstrated attentiveness and took time to listen carefully to my concerns. They presented me with various options to consider, and the appointment was conducted at a comfortable pace without feeling rushed, which I found particularly beneficial.

Friendly approach made me feel at ease

Had a smear test today and the healthcare professional was very friendly, put me at ease and very professional. Top marks