City Way Surgery

Frustrating booking system wastes my time

Absolutely no logic here. Why is it impossible to schedule an appointment on a day that works for me? Why can't I book online? Why must I waste time calling every single morning? why? Why? WHY?

Mom's compassionate care during cancer journey

During my transition from my rural healthcare provider to City Way, I am overwhelmed with gratitude for their exceptional support and compassionate care, not only for my terminally ill mother but also for myself as I navigate my cancer treatment. Their approach is consistently marked by genuine empathy, remarkable efficiency, and the highest level of professional expertise.

Receptionists ruined my healthcare visit

It's disappointing how their front desk staff consistently display an attitude of superiority and provide inconsistent information, expecting patients to be mind readers. Today, I experienced another frustrating phone interaction where I was seeking clarity about a referral. The receptionist's exaggerated, audible sigh made her irritation with me abundantly clear. Moreover, she shared conflicting details compared to what I was previously told in November, yet somehow implied that I should have known better. As always, their standard response is to tell me to call back the next morning! Despite these challenging administrative interactions, once you finally manage to secure an appointment, they do have some excellent recently hired physicians, and their nursing staff is genuinely pleasant and helpful.

Awful gp practice with endless wait times

Undoubtedly the most subpar medical practice in Rochester - they seem uninterested in improving. I'm reduced to tears each time I contact them after enduring a nearly two-hour wait, only to be told I must submit an e-consult request or wait almost a month to obtain a medical report. I earnestly hope new healthcare providers emerge in this area, as the current situation is unbearable, with absolutely zero compassion shown.

Awful service that ruined my day

Absolute rock bottom of all locations in existence!!!

Kerry saved the day with support

Excellent leadership and support in addressing my concerns time and again. Kudos to Kerry for their outstanding assistance.

Weeks of waiting for an e-consult response

I was informed that telephone appointment booking is no longer available, with everything now handled through E-Consult. I'm concerned about the waiting times, as I submitted my request on October 5th and as of November 24th, I still haven't received a call. The doctors themselves are actually quite excellent (when you eventually get to see one), but the Reception staff seem completely unmotivated. Last year, I witnessed two receptionists chatting about their weekend for a full half-hour while the phone rang continuously. If you're puzzled about why you've been on hold for what feels like an eternity and have only moved up a mere 3 places in a queue of 1036, it's simply because they have zero interest in providing timely assistance.

Morning econsult woes

Accessing econsult is incredibly challenging, with appointments only available at the crack of dawn. If you attempt to call later in the day, like around 2pm when they reopen, you'll find yourself stuck in a queue for over an hour, suggesting no one is actually monitoring the phone lines. The only viable option seems to be physically going to the surgery and joining the increasingly long line of patients. The doctors themselves are excellent, provided you can actually secure an appointment.

Worst service ever at this place

I'd award them zero stars if the rating system allowed it.

Crazy long wait at emergency centre

Steer clear of contacting these individuals through any means, whether by phone or face-to-face. My recommendation is to head straight to the emergency department - you might actually spare yourself some time, despite the estimated wait being over 5 hours long!!!

Terrible admin errors left me sick

I've been a patient at City Way GP surgery for just a short time, and I am thoroughly dissatisfied with the quality of service I have encountered. The administrative mistakes made by the surgery have directly impacted my health, and their minimal effort to resolve the issues has only exacerbated my situation. Despite my persistent efforts to reach out to the surgery, they have disregarded their professional responsibilities for three months, leaving me feeling abandoned and vulnerable. The complete absence of meaningful communication and openness from the practice is utterly unacceptable, and I cannot in good conscience recommend their services to anyone. I strongly implore the surgery to acknowledge their errors and enhance the standard of patient care. It is fundamentally wrong to dismiss patient needs and fail to provide the essential medical support required. My sincere hope is that this review will prompt the surgery to take meaningful steps and improve their services for the well-being of their patients. Sincerely Mr P Major

Spent hours on hold with terrible reception

I must emphasize that any positive reviews for this surgery seem entirely fabricated or mistaken. I wasted two hours attempting to reach reception, and I have documentation to prove it. Their GP visited my housebound mother-in-law and took photographs, but we had to follow up after 10 days of hearing nothing. When I called at 4:30 pm and endured another 1.5 hours on hold (with evidence), I finally reached reception to request an update on an existing issue, only to be offered a link to schedule a GP appointment for the next day! I cannot comprehend why this surgery operates so poorly, and this has been their standard for years. While I understand potential delays at 8 am, there's no excuse for similar wait times at 9:40 am or 4:30 pm. This practice is fundamentally mismanaged and severely understaffed - they desperately need at least three phone operators. My advice to anyone considering registering: choose any alternative surgery in the area, but absolutely avoid this one.

Terrible customer support after hours waiting

Completely unresponsive customer service with zero communication. Every attempt to reach out ends with me being disconnected, and the only apparent solution seems to be taking a full day off work just to address this issue in person. I'm at a complete loss for how to resolve this problem.

Not worth the risk

Steer clear!

Queue buster failed miserably after hours waiting

I initiated contact early today using their queue-skipping service, only to receive a text claiming they couldn't reach me (despite no missed calls) and suggesting I contact them if assistance was still required. I've been waiting on hold for two hours straight. Initially third in the queue, I progressed to first position around 40 minutes into the call, and have now been abruptly disconnected.

Medication mess left me hanging

I've been receiving treatment at this practice for almost two years without issues, but since my general practitioner departed, the situation has drastically deteriorated. Last week, my care plan was completely disregarded, and I was abruptly left to discontinue my medication without any consideration or support. I was supposed to receive a call from the practice manager, which never materialized. Today, the prescription receptionist was not only unable to resolve my medication concerns but also displayed a complete lack of politeness and empathy regarding my mental health challenges.

Quick and smooth online process

I was thoroughly frustrated by the complex and time-consuming registration process. After spending hours filling out numerous forms and gathering multiple documents, I still wasn't sure if my application would be accepted. The instructions were confusing, and the administrative staff seemed unhelpful when I tried to get clarification. Despite my best efforts, the entire experience left me feeling overwhelmed and discouraged about completing this seemingly simple task.

Absolutely disgusting

Absolutely terrible service. Don't try and get an appointment unless it is absolutely necessary... been terribly sick for a week and try to book an appointment today... need to call at 8 or you don't get an appointment. I was on the line and in a queue at 8... half an hour wait to get someone to answer and say I need to complete an econsult and send the link through.. complete the link and it tells me it can't diagnose and I need to speak to someone (it hasn't notified the surgery). No s***... that's exactly why the f*** I was calling in the first place... but now the queue is more than 30 and I'm definitely not getting an appointment today. Disgusting service... would not recommend... incredibly incompetent.

Waited forever to talk to someone

Are you even listening? Answer the call already!!!

Painful wait with zero callback help

I attempted to use their queue buster service early one morning, expecting a callback, but received nothing. The following day, I persisted and spent two hours on the phone, only to be connected with a representative who seemed unable to comprehend my communication, repeatedly asking me to repeat myself. Despite experiencing ongoing discomfort, I was informed that no appointments were accessible and was abruptly directed to complete an e-consult form, after already being neglected the previous day. The entire experience was utterly unacceptable, revealing a complete absence of customer care and professional support from their staff.