The Castle Practice

Patient Experience Summary

Patient feedback reveals a sharply divided experience at this practice, with clinical care consistently praised but access and reception services heavily criticised. Medical staff, particularly several named physicians, receive strong commendation for clinical expertise, compassion, and attentiveness. However, appointment availability emerges as the dominant concern, with patients reporting persistently busy phone lines, long waiting times to reach reception, and difficulty securing consultations through both telephone and online booking systems. Multiple reviews describe extended hold times and unanswered calls during morning hours.

Reception experience presents a significant challenge, with feedback indicating dismissive attitudes, poor communication, and lack of empathy from some front desk staff. Patients report being interrupted, refused accommodation, and receiving inadequate support when attempting to book appointments or access care. Organisational issues including prescription delays, poor internal communication, and inconsistent service delivery are mentioned across several reviews. The in-house pharmacy receives positive feedback for convenience and knowledgeable staff.

While the practice benefits from accessible facilities and several highly regarded clinicians, the booking system and reception function require substantial improvement to match the quality of clinical care. Patients express frustration that securing an appointment often proves more challenging than the consultation itself, with some noting they have considered or switched to alternative providers due to access difficulties.