Castlegate & Derwent Surgery

Quick callback and same-day appointment arranged

Excellent service from the practice. I called early in the morning and received a callback mid-morning, with an appointment offered later that afternoon. I was very satisfied with the level of service provided. Thank you

Helpful phone booking for regular appointments

Excellent service from a helpful member of the reception team when arranging multiple appointments, very accommodating in scheduling them consistently on the same day each week at a similar time, much appreciated.

Fit note delayed three weeks with wrong information

What a mess. I had a surgical procedure at another hospital who provided excellent care and I was given time off work by the surgical team. My medical certificate expired and I contacted the practice for an extension. This was several weeks ago. I was informed I would need to wait as the clinician was unavailable and would return after a period of time. Naturally I followed up on the request and was told it would be dealt with eventually. After hearing nothing, I visited the surgery in person and was told the certificate still had not been prepared, though they assured me they would prioritise it. The next day I received a call asking me to clarify certain dates as they had made an error. A few days later I received a medical certificate, but it contained an incorrect date and inaccurate clinical information. The medical details listed did not align with the reason for my absence from work and appeared to show the practice had not reviewed the information provided by the hospital. I contacted them to report the errors but have received no response. It is now three weeks since my initial request and the matter remains unresolved. This is extremely frustrating.

Reception staff were unhelpful and unwelcoming

I have attended this practice on numerous occasions throughout the years, and I must say that I have not encountered reception staff who appear quite so disengaged, unwelcoming and lacking in helpfulness. It is rather striking, genuinely. This has been consistent across all my visits.

Refused scan despite worsening symptoms and pain

I have had a disappointing experience with the service provided. I have been attending for several months with ongoing physical discomfort and feel that the approach has been inadequate. The treatment offered has been limited to pain management medication, and requests for further diagnostic imaging have been declined with explanations that I found unsatisfactory. Without a clear understanding of the underlying cause, I feel the care has been unfocused and my condition has not improved. I am concerned about the level of attention given to my case and feel that the service falls short of what I would expect from healthcare provision.

Couldn't get appointment after multiple calls

The experience with obtaining an appointment was frustrating. I attempted to secure a consultation for my young child on multiple consecutive days but was repeatedly advised to call back at opening time as slots were unavailable. Eventually, I turned to an alternative private online service and received treatment through the post instead.

Phone staff attitude needs improvement

Having recently registered at this practice, I can confirm that the concerns raised in previous feedback appear to be valid. During my two telephone interactions, I encountered staff members who seemed disengaged and unhelpful. Looking at the practice's review history spanning several years, there appears to be a consistent pattern, which suggests that management might benefit from investing in customer service and interpersonal skills development. While I did have positive experiences with some staff members in person, others seemed unmotivated in their roles, and it may be worth considering whether those individuals would be better suited to different employment. Overall, I found the experience quite disappointing.

Friendly reception made the appointment easy

Excellent medical professionals at this practice. Many people in the area don't realise the broader challenges facing the NHS across the country. This surgery is a real standout!

Quick appointment booking and same-day results

Fantastic service from this surgery as always. A big shout out to the clinical team who arranged a routine scan and got an appointment within just over a week. The scan was completed in the morning and results came back the same day with a message from the clinician that evening—incredible speed and efficiency. Well done to all the team involved.

Receptionist made the visit feel welcoming

The reception staff were welcoming and provided excellent assistance.

Digital check-in made the visit straightforward

The digital check-in process on screen was straightforward. I waited only briefly before being called through for my appointment. The consultation was handled efficiently and professionally, with clear explanations provided throughout. A follow-up appointment was arranged for later in the year. When I approached the reception desk to book an appointment with a clinician, I was pleased to secure a same-day slot at midday. Every member of staff I encountered demonstrated professionalism, friendliness, helpfulness and courtesy.

Couldn't get through on the phone

If your budget allows, consider private healthcare alternatives. Otherwise, you may want to explore other options. This practice may not meet your expectations.

Practice missed critical health warning signs

I received a message from the practice indicating I had slightly elevated blood pressure at my recent appointment and requesting completion of a questionnaire. However, my blood pressure reading at that appointment was significantly higher than described, and I was advised to be seen urgently by a prescribing clinician. Instead, I was seen by a healthcare assistant who did not record my blood pressure. I subsequently registered with another practice, where I was assessed as having seriously elevated blood pressure and received an immediate same-day appointment with a prescription issued without delay. It took approximately two months before the original practice made contact again. I am concerned about the potential health risks I faced during this period. A family member experienced a similar situation with medication management for a respiratory condition, and only external medical intervention prevented a more serious outcome. Another family member was prescribed medication for nerve pain with limited information provided about the nature of the medication, its side effects, or dependency risks, with the explanation given being incomplete. Our family has relocated to a different practice, which was possible due to our location. I note that the practice has received critical feedback in regulatory assessments. I have significant concerns about the quality of care provided and its potential impact on patient safety.

Struggling to book an urgent appointment quickly

It has now been over a week and I am still unable to secure an appointment. I question what medical training the reception team possess to make judgements about what requires urgent attention. When I mentioned experiencing chest discomfort and a physical concern, the response did not reflect the seriousness I felt the situation warranted.

Medication delays causing ongoing frustration

The service has been disappointing. There have been ongoing difficulties with medication management, including delivery problems that have required repeated follow-ups. I recently experienced a situation where my medication supply ran out, and despite making contact with the practice, I am still waiting for it several days later.

Quick callback despite long phone queue

Called early in the morning and was positioned quite far back in the queue, but was reached by a clinician within an hour and offered a same-day appointment in the late morning. Medication was prescribed and improvement was noticed shortly after. Very satisfied with the prompt and efficient care provided.

Long phone queues and poor communication throughout

I contacted the surgery on a weekday requesting a telephone consultation for medication. After waiting in a queue, I was directed to the prescription line. The staff member I spoke with stated they did not handle medication matters. When I called the prescription line, they indicated I should contact the surgery instead. I phoned the surgery again and was told I would be notified when the prescription was authorised, with communication promised via text or email. Neither notification arrived. Subsequent calls to both the surgery and pharmacy went unanswered. I visited the pharmacy after work and waited considerably to learn they had received nothing from the surgery. Given my work commitments involving long shifts, I simply needed confirmation of prescription status to avoid unnecessary waiting. The situation escalated when I experienced significant discomfort and took time off work to attend an eye care facility. The pain was severe. When I spoke with reception staff today to raise concerns about this experience, I was not offered an apology. I felt this was warranted given the service I received, particularly as this is not an isolated incident at this surgery. I have experienced similar issues on multiple occasions. During my Thursday call, when I asked about prescription status, I was told this was a pharmacy matter, placed on hold, and the call disconnected. The interaction felt dismissive. I recognise that some patients can manage these situations independently by visiting the pharmacy themselves. However, I am concerned about vulnerable and elderly patients who may lack the ability to resolve such issues independently. The approach and manner displayed by reception staff during these interactions raises concerns about the standard of patient care and accessibility of services for those with limited mobility or resources.

Quick appointment for urgent shoulder issue

I received excellent and compassionate care during my visit. I attended without an appointment due to ongoing discomfort in my shoulder area, which was significantly affecting my ability to use one of my arms. The practice treated my situation with appropriate urgency, and I was seen by a clinician within a short timeframe. This responsiveness went beyond what I expected and was genuinely appreciated. 😊

Staff went out of their way to help

I would like to express my gratitude to all the medical and nursing staff who have been involved in providing care for both myself and my family member this year. We have both experienced exceptionally swift and individualised attention, and the team has made considerable efforts to assist us. We feel very fortunate for the support we have received, thank you.

Quick callback helped my wife's back pain

Called the practice for the first time today regarding a family member experiencing severe back pain. The team responded promptly with kindness and professionalism, demonstrating good understanding of the situation. They arranged for medication to be provided quickly and organised a follow-up imaging appointment once the patient was able to attend.