Castlegate & Derwent Surgery

Quick registration and appointment booking process

Outstanding experience at this practice. I dropped off my registration paperwork this morning and mentioned that I was keen to be seen as soon as possible for a health concern. By early afternoon the same day, I received a text confirming my registration had been processed, and I've already been given an appointment slot this week! Very impressed with the efficiency and responsiveness. Thank you, truly excellent service!

Friendly reception staff made registration quick

Submitted registration forms for myself and my partner. The receptionist at the desk was very welcoming and processed our applications promptly. I've consistently had positive interactions during previous visits when seeking care for family members.

Phone ordering system failed to process prescription

I placed a medication repeat order through the phone system on a Tuesday afternoon. When my daughter visited the pharmacy on the following Saturday, she discovered that the prescription had not been received, and she was told that several other patients that morning were in a similar situation. Given that I manage a chronic condition causing significant pain that requires consistent medication supply, this recurring issue with prescription delivery is concerning and falls short of the standard of service I would expect.

Quick callback resolved holiday prescription need

We were visiting the area for a holiday when my daughter required an urgent prescription for antibiotics. We initially contacted the NHS helpline and were directed to a pharmacy, but they were unable to assist. I then rang the local surgery and received a callback from a helpful clinician who spoke with my daughter and promptly issued the prescription. The medication was available for collection within an hour. We were very pleased with how friendly, responsive and efficient the service was. Thank you!

Long phone queue but smooth appointment

The time spent waiting on the phone was longer than ideal, however once I got through the service was smooth and satisfactory.

Frustrating phone queues and impossible appointment slots

It is very challenging to secure an appointment at this practice. When calling, there is typically a lengthy wait of around 5 minutes before being placed in the queue, followed by a further extended hold time of up to 30 minutes. Even when willing to be flexible with appointment timing, callers are often advised to contact the practice again in the morning as all available slots appear to be fully booked.

Appointments available when you need them

I have consistently had positive experiences at this practice. Given my background in healthcare, I appreciate the pressures the service faces. Whenever I require an appointment, I am able to secure one with a clinician, typically on the same day. Communication with the local pharmacy regarding medication is straightforward and hassle-free. The clinical team handles routine investigations efficiently and keeps me informed promptly when results are available.

Friendly staff and a clean, well-equipped practice

What more could you ask for from a neighbourhood medical practice. The team were welcoming, the facilities were well-maintained, and a comprehensive range of services were available 10/10

Staff listen and do their best despite pressures

I have been a patient at this practice for over two decades. During recent years, both my spouse and I have experienced various health concerns. The practice has consistently made genuine efforts to provide support, and the clinical team members demonstrate professionalism, dedication, approachability and genuine attentiveness to patients. Over the past 12 years, NHS funding has been subject to repeated and substantial reductions, which combined with the challenges posed by the pandemic, has meant the service cannot operate at the level it aspires to. This has led to longer waits for appointments and extended telephone waiting times, though the practice manages these constraints as effectively as possible given the difficult circumstances. I therefore have only positive things to say about this practice. They merit recognition rather than criticism.

Faster prescriptions and quicker appointments here

I had previously been registered with this practice but decided to leave because of unsatisfactory service. Upon moving to the catchment area, I registered with the surgery in Aspatria instead. The experience has been excellent, and when face-to-face appointments are needed, they can typically be arranged within a few days or sometimes on the same day. The contrast in service quality has become particularly apparent when comparing prescription turnaround times. My medications arrive noticeably faster than those of my family member, who remains registered at their local health centre. The difference is quite striking.

Reception staff were dismissive and unhelpful

Called the reception desk today and was met with an unfriendly and unhelpful response from the staff member who answered. They displayed a lack of understanding and compassion in their manner.

Seen quickly as temporary patient

Registered as a temporary patient and received an appointment within a few hours. The entire team provided excellent assistance throughout the visit.

Couldn't book an appointment when needed

Difficulty obtaining available appointment slots.

Couldn't get through on the phone line

Absolutely shambles, by far the worst GP practice I have ever had to deal with and the clinician I saw was the most uncaring and unhelpful I've ever encountered.

Concerns about being taken seriously on mental health

Medical professionals at this practice do not consistently give patients the attention their concerns deserve. When presenting with a health issue requiring diagnosis or treatment, concerns tend to be minimised rather than properly addressed. There appears to be a particular gap in how mental health matters are handled. Psychological symptoms and emotional difficulties seem to be dismissed with outdated perspectives, sometimes attributed simply to the nature of being human rather than investigated further. There is a sense that mental health concerns are not taken as seriously as physical health issues, and that patients may be viewed as exaggerating or seeking unnecessary attention. This suggests a lack of awareness around mental health conditions and their impact. Even when concerns are eventually taken seriously, the experience can involve prolonged referrals and investigations that stretch over extended periods without clear outcomes or resolution.

Online consultation made everything simple

Tried the online consultation service for the first time and found it straightforward to use. Submitted an image through the system, received a diagnosis and prescription, which was then delivered to my home the same day. Excellent experience overall. Very satisfied with the service provided.

Turned away for being five minutes late

Arrived a few minutes late for my child's vaccination appointment and was not seen. Very frustrating experience.

Couldn't get through on the phone line

Primary care services across England currently appear to be struggling to meet patient needs, and this particular practice seems to exemplify some of these wider systemic challenges.

Long waits for callback responses

The telephone callback service experienced considerable delays.

Reception staff genuinely helpful when you need them

I have received excellent service from this practice throughout my time as a patient with them. The clinical staff have consistently demonstrated care and support. The administrative team have also been helpful whenever I have required assistance. I find it difficult to understand the basis of the critical feedback that appears elsewhere.