Castlegate & Derwent Surgery

Repeat prescriptions delayed and incorrect multiple times

The service provided was disappointing. Repeat prescriptions take an extended period to process, which feels unreasonable. When I ordered mine, it took considerably longer than expected to reach the pharmacy, and when it finally arrived, it was incorrect. Even after this initial error, a similar issue occurred again. I placed another repeat prescription request, and several days later, the medication still had not been provided, which was particularly frustrating given the urgency of needing the prescription filled promptly.

Quick appointment booking made settling in easy

Having recently relocated to the area, I required medical support and was pleasantly surprised by how straightforward the registration process proved to be. I managed to secure an appointment sooner than anticipated, and throughout my visit, I encountered staff who were approachable, well-informed, and conducted themselves with professionalism. The quality of care available has provided me with considerable reassurance.

Receptionist rudeness made getting an appointment impossible

I would rate this experience as poorly as possible if the system allowed. I have been attempting to obtain a medical appointment since March without success. The process of contacting the practice fills me with anxiety, as I have consistently encountered dismissive and unhelpful responses from reception staff after having to disclose sensitive personal matters. Despite my efforts, I have been unable to secure an appointment due to the difficulty of the booking process.

Booking an appointment was unnecessarily difficult

How difficult is it to arrange an appointment

Reception didn't mention early Thursday closure

Deeply unimpressed with my recent visit. I was instructed to call in and pick up a form, but reception failed to mention that the practice would be closing early that day, resulting in an unnecessary 90 minute journey across town and back. It appears that text alerts about early closures are no longer being sent out. It's unfortunate because the clinical staff have consistently provided excellent care, and the vaccination service was well-organised. However, the reception team could certainly improve their communication and organisation.

Staff were dismissive both on phone and in person

The staff interactions, whether by telephone or during visits, were disappointing and unhelpful. Obtaining an in-person appointment proved extremely difficult. When consultations did take place, there seemed to be a rush to provide medication rather than engage in thorough discussion. Overall, the experience fell short of expectations. I would have reservations about depending on this practice for significant health concerns.

Early morning calls get same-day appointments

I have nothing but praise for the professionalism and courtesy demonstrated by everyone working at this practice. Yes, the new booking system is quite frustrating, but these are evolving times and most other GP practices across England use a similar approach. The positive side is that if you call early in the morning you will typically be able to get an appointment the same day. Another significant advantage is that it should help reduce the number of missed appointments.

Reception staff were rude when booking appointment

I am new to this practice, having relocated from a large city where my previous surgery was consistently polite and accommodating. I was disappointed by the manner in which the reception team communicated with me over the telephone. I felt their approach lacked the courtesy and support I would expect when attempting to schedule my elderly mother's appointment. The interaction left me with concerns about the standard of patient care at this practice compared to my previous experience in a busier urban setting. I have noticed that several other reviews mention similar concerns about reception interactions. It may be beneficial for the practice management to review their communication standards. During uncertain times, it is particularly important that patients feel they can rely on and trust the services provided. I believe the reception team's approach could be improved to better meet patient expectations.

Phone queue chaos leaves appointments impossible to get

They've stopped offering routine appointments in advance, requiring everyone to call at 8am instead. This creates a bottleneck where the phone lines become overwhelmed, and by mid-morning all available slots are gone. My young child requires ongoing medication management for a health condition. I've been unable to secure an appointment throughout the week. I'm unclear where all the clinical staff have gone. Previously, you could ring on the day for urgent matters or book routine visits online ahead of time. Not everyone has the flexibility to spend their day trying to obtain a doctor's appointment. The NHS encourages people to seek advice for persistent symptoms, yet this practice's phone system essentially turns people away unless their situation is classified as urgent. How many people will delay seeking care until their condition becomes serious? This goes beyond poor service—it feels like a genuine safety concern.

Clean and well-organised vaccination appointment

Excellent experience during my recent vaccination appointment. The surgery was exceptionally clean and well-organised, and the team managed the high volume of patients impressively. Great effort from everyone involved 👏

Reception staff attitude needs improvement

Like many others have experienced, there was one particularly unhelpful member of reception staff whose interpersonal approach fell short of expectations. It's fortunate that the remaining team members are excellent, though it does feel somewhat like chance whether you encounter a positive interaction. The wait to progress through the automated system and discover your queue position took just under two minutes.