Chastleton Medical Group

Online triage system beats the old queue waiting

The updated appointment system has made it considerably more convenient for patients to access care, eliminating the need to queue for extended periods only to find that slots are unavailable. Patients can complete the initial assessment form either through the practice website or by speaking with reception staff over the phone. The form opens at 8:30am and remains available until capacity is reached. As part of the triage approach, those requiring urgent attention are prioritised by clinical staff to ensure appropriate scheduling. It is worth noting that unlike many other practices, patients here have the opportunity to see a doctor rather than being routinely directed to nursing staff. The doctors I have consulted with have provided good care and attention. The reception team are accommodating and responsive. As with many surgeries, there appears to be a significant patient load relative to the number of doctors available, which places considerable demands on clinical staff workload.

Online booking made getting an appointment straightforward

Excellent experience from start to finish. I completed an online form and received an appointment within five days. When I arrived, I was seen promptly at my scheduled time. The appointment itself was comprehensive, and I felt genuinely heard regarding my concerns. I was advised to have a blood test arranged, which I organised as I was leaving. The practice offered to perform the blood test the same day, just an hour later. I returned for the procedure and was seen ahead of schedule, with the test completed very quickly. The healthcare professional who took my blood was exceptionally skilled, making the experience swift, painless and reassuring. This is a very well-run practice and I'm grateful for the care received.

Dismissed concerns about women's health issues

I have had multiple appointments regarding women's health concerns, experiencing significant symptoms that I felt warranted urgent attention. However, I was advised that my situation was not considered an emergency and was asked to wait for further investigations. I felt that my concerns were not taken seriously and that the practice did not prioritise my needs. If you are a woman experiencing serious reproductive health issues, I would encourage you to carefully consider whether this practice is the right fit for you. I have felt upset and frustrated by my experience and the way my health concerns have been handled.

Booking system improvements made appointments easier

The new appointment system they have introduced is absolutely brilliant, no more waiting for hours in the morning just to try and get an appointment only to be told there are none available. I know this is still being trialled but I hope they continue with it. My previous review was 1 star but now they are 3 star and if they maintain this progress maybe a 4. Thank you However, it's no wonder it's so hard to get an appointment, they complicate straightforward matters. What should have been as simple as a single appointment or even a brief phone call has turned into multiple calls and several appointments plus another one I'm still waiting to attend. Absolutely frustrating as the organisation seems lacking. They struggle to get details right even when it's written down in front of them on a note, and when asked to correct an error they fixed that issue and sent it out with a mistake on a different detail that was correct on the original letter. It seems like there's a lack of attention to detail at times. People don't have time to be messed around for weeks on end when it's something that should simply be sorted within a single appointment.

Long queues and no advance booking available

I recently joined this practice, but I found the customer service to be disappointing. The appointment system does not offer advance booking options. I was advised to contact an alternative service for pre-booked appointments. When attending for early morning slots, there tends to be a significant wait. I am considering registering elsewhere and would not recommend this practice to others.

Staff really listened to my concerns

Excellent practice. The team members are consistently helpful and compassionate. I have had nothing but positive experiences throughout my time as a patient here.

Phone system makes booking appointments unnecessarily difficult

The practice seems unable to manage even the most basic operations, with the past decade showing consistent decline. There have been staffing changes accompanied by concerns raised directly with patients about various issues. The telephone system is particularly problematic, with an excessively lengthy automated message that appears unnecessarily complicated. A streamlined approach with simple menu options and time-based routing would be far more effective. For instance, calls after midday could be directed to a message requesting callback the following day rather than the current setup. These are straightforward improvements that would make a meaningful difference. I would urge the practice to address these concerns as a matter of priority.

Quick appointment and blood tests same day

Excellent service from the practice today. Arranged an appointment and was seen promptly. Completed blood tests within four hours. Well done to the team.

Receptionist was professional and understanding

Thank you for providing such excellent service today. The receptionist demonstrated professionalism and genuine understanding throughout my visit. I really appreciate the care shown by the clinical staff member I saw.

Impossible to reach by phone

This practice is frustrating to deal with. The telephone system is difficult to navigate, with limited lines and automated responses. Calling from a pay-as-you-go mobile can be expensive due to the length of time spent trying to get through. Written correspondence, even by standard post, would likely be a faster way to communicate with the practice.

Appointment booking feels like a race against time

A decent practice when appointments are available, though the phone lines tend to be overwhelmed during peak morning times and the online booking system operates on a first-come-first-served basis where slots disappear quickly. I've since discovered that alternative clinics in nearby locations offer out-of-hours services, which I've accessed myself on several occasions and found helpful. I feel this option should be better publicised to all patients as it provides a useful solution for those able to travel.

Struggling to get GP appointments these days

I have found it difficult to access appointments with a GP at this surgery. The waiting time for available slots has been considerable. I am uncertain about the current state of services at this practice. Having been a patient here for many years, I have noticed a significant change from how things used to operate. The ability to see familiar healthcare professionals has become limited, and the overall quality of continuity in patient care appears to have declined noticeably.

Struggling to book an appointment here

Difficulty obtaining an appointment has been a source of considerable stress.

Struggling to book an appointment here

It has been extremely difficult to secure an appointment. After attempting to book for an extended period, I have made no progress. The standard response received has been that no slots are currently available, which appears to be a recurring issue.

Impossible to reach by phone for appointments

When calling this medical practice, experiencing consistently busy lines and difficulty reaching someone to discuss health concerns presents a significant barrier to accessing care. The inability to secure appointments for those seeking treatment is frustrating and undermines the service's effectiveness. The practice should prioritize improving telephone accessibility and appointment availability to better serve patients requesting medical assistance. The experience of repeated busy signals and lack of available slots falls short of what patients should reasonably expect from a healthcare provider. There is clear room for improvement in how the practice manages patient access and communication. One star reflects the considerable frustration with the service experience and the sense that the practice is not meeting its responsibility to patients seeking timely medical attention. The broader context of healthcare funding constraints is acknowledged, though this does not excuse the current accessibility issues patients face when trying to reach this practice.

Website booking system needs serious improvement

Extremely disappointing experience. Unless you can predict health issues well in advance, this service is not practical for urgent needs. The website is confusing and unclear about how to access appointments or speak with someone directly. The options available seem limited - either waiting extended periods on the phone, travelling early in the morning to request an appointment in person, or waiting several days for a callback. It's concerning that what was once a reliable healthcare service appears to have become significantly less efficient and accessible.

Quick phone queue and helpful out of hours support

Called on Friday and was only on hold for approximately five minutes. The reception staff member was extremely accommodating, arranging an out of hours consultation for Sunday morning between 8am and 10am, with the option of a home visit later that day if needed. A clinician rang at 8.03am and after I explained my concerns, I was provided with a link to submit an image. A follow-up call came through straight away without requiring a formal appointment slot. I felt reassured and the matter was resolved promptly. Excellent care provided during a challenging period. Much appreciated.

Phone lines difficult, appointments hard to access

Very poor experience at this surgery. This practice was previously considered excellent but appears to have declined significantly. Contacting the surgery by telephone proves challenging, and securing an appointment is even more problematic, especially with a preferred clinician. The surgery operates primarily through telephone consultations, with the clinician determining whether an in-person visit is necessary. Despite this system, the waiting area rarely contains more than a handful of patients. There seems to be little motivation to resolve the difficulties this creates for patients, as the current arrangements appear convenient for staff, particularly those working remotely. Communication is often indirect, with clinicians preferring to contact receptionists rather than patients directly, and receptionists then contacting patients. When follow-up questions arise, receptionists must email the clinician for clarification. Repeat prescriptions frequently contain errors that require correction by both the pharmacy and patients. Overall, this has become a deeply unsatisfactory practice.

Friendly reception made the visit pleasant

Absolutely excellent practice with a strong reputation and pleasant healthcare professionals. The reception team were welcoming and supportive. Much appreciated.

Surgery missed my vaccine opportunity

Generally a satisfactory practice, however I have not yet been offered a particular vaccination and the surgery appears to have progressed to administering vaccines to the next age bracket.