Carlisle Central Practice
Warwick Road Surgery, 65 Warwick Road, Carlisle, CA1 1EBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Particularly good GP contacted me today
Rated 5 stars out of 5
by Julie - Posted on 08 August 2024
After weeks of trying to get any GP/nurse appt ,with fusehill surgery , this GP contacted me today. He contacted me on 08.08.2024 at 12.10 following my latest online consult . He was W”Road GP. I cannot praise his help so much. The Surgery will know which GP this was . I hope this review gets to him. I can only wish that fusehill st merging with Warwick road is going to be an improved move for fusehill street (as I’ve not regarded their service of much use/ help of late) I’m so pleased, after 6 weeks of muddling on to speak to someone , finally got treatment 😊. It only took a brief telephone consultation.
Visited August 2024
Carlisle Central Practice has not yet replied.
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Review titled Nice Staff
Rated 5 stars out of 5
by Anonymous - Posted on 27 June 2024
Got blood taken, on time by a well mannered pleasant young Lady. She got it first time, which is very rare in my experience.
Visited June 2024
Review titled Carlisle Central Practice
Replied on 28 June 2024
Dear Patient Thank you very much for taking the time to leave this review. I am very pleased your experience was a positive one and will be sure to pass on your comments to the wider team. Kind regards Danielle Dixon Locality Practice Manager
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Review titled Caring staff
Rated 4 stars out of 5
by Pat Kirkup - Posted on 05 July 2024
When I attended surgery today, the nurse handling my care was professional, kind & very helpful. She answered my questions in a way I found easy to understand.
Visited June 2024
Review titled Carlisle Central Practice
Replied on 15 July 2024
Dear Pat Thank you very much for taking the time to post this review. I will be sure to share this with the rest of the team. Kind regards Danielle Dixon Locality Practice Manager
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Review titled Disrespectful and rude
by Anonymous - Posted on 27 June 2024
This morning (Thursday 27 of June), at 8:05 am ish, I called to the clinic and I got the same that last week: the sound of somebody picking up and hanging up the phone. I waited and at 8:14, a receptionist from the surgery told me they didn’t have appointments, I explained that I couldn’t make an appointment online as the app keeps telling me there is an error occurring. She asked me to call next monrning so I tried to explain that everytime I call the surgery, it sounds like somebody picks up the phone and then hang up. She got annoyed, cut my conversation, and talked over my voice with a rude tone of voice, not letting me speak (I was not insulting her or shouting) and I asked her many times to let me finish what I was saying, when she let me speak and I was just starting, she did the same again, she talked over my voice, I asked her to let me just finish what I was saying but she raised her voice and her tone of voice instead, and kept talking non stop, not giving me a chance to speak, and then hanged up. Even if she thought she had the answer before I finish speaking, that’s not the right way to communicate, it was rude, very patronising and disrespectful. I can’t book online as the app keeps saying there’s an error, and I can’t loose one more day of work trying to make an appointment. The woman who attended my call knows I am in severe pain, I explained to her that my tummy sore is strong till the point that just rubbing on the skin makes me feels pain. How can she speak like that to someone vulnerable? To someone sick? Plus, English is my second language, and she speaking to me that way does not help to communicate. If she talks over my voice I won’t understand her. Is it wrong to ask for the opportunity to finish what I am saying and be treated with dignity? She did not resolve any doubt, she didn’t provide any help, and I am still in pain. And honestly, scare to call to the surgery and be shouted again. I am a patient, I should be treated with dignity. I’m not writing my name here, could you please providing with an email where I can send you my DOB and name? And also, let me know of a way to make an appointment, when the app is not working? Many thanks
Visited June 2024
Review titled Carlisle Central Practice
Replied on 27 June 2024
Dear Patient Thank you for your feedback. I apologise that the experience you had was not a positive one. I have spoken to the receptionist who took your call. She was trying to explain that you cannot book appointments on the patient access/nhs app but we do have an online consultation facility which you can request appointments by. I am sorry if you found this rude, patronising and disrespectful, our receptionist was trying to give you an alternative way to request an appointment without having to wait on the telephones which are exceptionally busy from 8am until at least 10am. Once again I apologise you were not happy with the service you received. I hope you find our online consult facility useful. Kind regards Danielle Dixon Locality Practice Manager
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Review titled Poor communication
Rated 2 stars out of 5
by Anonymous - Posted on 24 June 2024
Tried to get appt on the day, no appts left. also did econsult. Got call back, assumed it was Dr appt, 10 days later, but okay, aware of need to prioritise etc. Turned up for dr appt today, it wasn't a Dr, it was a physio! It was not communicated to me when I was offered the appointment and I'd stated to speak to a Dr as have upcoming physio appt elsewhere anyway. So I started explaining about a personal medical issue, to which he said he was a physio, so I was quite embarrassed as well as annoyed. I did not ask for a physio appt. I asked to see or even speak to a Dr. I took time out of my working day to attend which is noted on work record and obviously was a wasted appointment, for me as no good outcome and also someone else could have had. I stated on my econsult that there was a few things I wanted to ask for test wise, and because the above has happened I feel this part of my request has been ignored!
Visited June 2024
Review titled Carlisle Central Practice
Replied on 24 June 2024
Dear patient Thank you for taking the time to leave a review. I apologise you have had a negative experience. In order to investigate this fully can you please contact the Practice directly as I am unable to comment without having records to hand. I would also need to know who you are to ascertain whether or not test requests have been actioned. Kin regards Danielle Dixon Locality Practice Manager
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Review titled It’s been a nightmare
Rated 1 star out of 5
by Anonymous - Posted on 27 June 2024
I called today asking a question and the person who picked up the phone kept saying she couldn’t understand me. I am not British, and English is my second language, but I’ve been living in The UK for 6 years, working in a professional level and talking to audiences in Scotland and England, so my English is pretty understandable. I sent a complaint by email, regarding a technical problem I had when booking online, and the nightmares I’ve had when trying to book an appointment by telephone. As a response I got a very direct to the point message, with technical help, but never an apology or even an acknowledgement for how I’ve been treated since last week. We are not just numbers, we are people. I just moved to this surgery and it’s already been a nightmare.
Visited June 2024
Review titled Carlisle Central Practice
Replied on 27 June 2024
Dear patient I am sorry the experience you have had has not been a positive one. I also apologise you did not receive an apology in response to your email complaint. As you are struggling to make an appointment via telephone have you tried using our online consult facility. This is another option to request to see a clinician. You can access this via our website; www.ssphealth.com, please then select our surgery from the drop down options and complete the form as necessary. This then comes direct into our system and can be completed 24 hours per day, therefore you would not need to wait in a telephone queue. Kind regards Danielle Dixon Locality Practice Manager
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Review titled Lovely dr. Shame about the rest of service
Rated 2 stars out of 5
by Anonymous - Posted on 27 June 2024
Seen a lovely dr who listened and understood the situation. Told me to book an appointment for 2 weeks later went to reception to be told I had to ring at 8am in 2 weeks time which is absolutely shocking if a dr is asking for you to be seen again you should be able to book an appointment for then even with a different dr which is almost certain as there is no actual dr for this surgery. Whoever supposedly runs this practise needs to get itself sorted and actually think of their patients
Visited June 2024
Review titled Carlisle Central Practice
Replied on 01 July 2024
Dear Patient, Thank you for your feedback. WE have a number of GPs in the surgery, all of whom work on a part time basis. I apologise you were asked to call at 8am in two weeks time, perhaps the receptionist misunderstood. If a GP requests a follow up then we do ordinarily book these in at the time. Kind regards Danielle Dixon Locality Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 18 June 2024
From receptionist to nurse practitioner service was great & I felt that I was being listened to & was given a follow up appointment for the next day
Visited June 2024
Review titled Carlisle Central Practice
Replied on 19 June 2024
Dear patient Thank you very much for leaving this positive review. I will be sure to pass on your comments to the wider team. Kind regards Danielle Dixon Locality Practice Manager
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Review titled Making an appointment is impossible
Rated 1 star out of 5
by Anonymous - Posted on 21 June 2024
I went to the practice to ask for an appointment and they asked me to call at 8am the next morning. I did, but nobody was picking up the phone, until I insisted so much that they had not more choice but pick it up and… hang up immediately… this happen at least 3 times. So I had to go to the practice and they told me I have to call… I explained the situation and I finally got an appointment for that afternoon. So I arrived on time to my appointment but I was told that my appointment was in a different practice… which they never mentioned before! The receptionist asked me to go to the other practice, and she would send a message to the dr. To explain what had happened, and ask him/her to wait for me. I called the practice as I couldn’t find the other practice and the receptionist told me “I’m sorry, but I’m afraid that you’ve lost your appointment”!!!!!!!! She suggested me to still try, which I did… and after a long time waiting I was told I had missed my appointment. I am feeling really unwell for the last 4 days, but couldn’t be attended even I tried my best. Now I will have to wait the whole weekend, hoping I don’t need to go to the emergency room. Thank you very much! Really disappointing the ease of the receptionists to someone’s health.
Visited June 2024
Review titled Carlisle Central Practice
Replied on 24 June 2024
Dear patient, Thank you for taking the time to leave a review. I apologise you have not had a good experience. May I ask you to contact the Practice directly in order that I can investigate this fully, as without your name I am unable to carry out a full investigation. In the mean time are you aware of our online consultation facility? You can access this via our website and your query comes direct into the surgery rather than having to wait on the telephone. Many of our patients find this useful, particularly if they struggle to call during surgery opening hours. Kind regards Danielle Dixon Locality Practice Manager
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Review titled Pleasant experience
Rated 4 stars out of 5
by Anonymous - Posted on 25 June 2024
Had a general health check & the nurse was very nice. She explained everything to me & what would happen next.
Visited June 2024
Review titled Carlisle Central Practice
Replied on 25 June 2024
Dear patient, Thank you very much for taking the time to leave this review. I am pleased you had a positive experience. Kind regards Danielle Dixon Locality Practice Manager