CASTLE DONINGTON SURGERY
53 Borough Street, Castle Donington, Derby, Derbyshire, DE74 2LBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Fantastic service
Rated 5 stars out of 5
by Pam hamson - Posted on 05 March 2023
I rang because i ran out my medication im in Manchester at the moment staying with my daughter as im having some treatment at the Christie hospital I explained to lady on the phone I felt she went above her duty to help me she got a doctor to ring me and less than 24 hrs my prescription was at boots on knutsford high street thank you castle Donington surgery brilliant service
Visited March 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 06 March 2023
Dear Ms Hamson, Thank you so much for your review, and for your kind comments. I will, of course, pass on your comments to the receptionist you spoke to. We were happy to help, and we do hope you are recovering well after your treatment. Thanks again for taking the time to share your comments. Karen B Castle Donington Surgery
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Review titled Great Practice
Rated 5 stars out of 5
by Pauline Johnston - Posted on 10 March 2023
Attended a nurse-led annual diabetic review. The nurse concerned was very pleasant, professional, efficient and caring. I needed to be referred on to podiatry and within an hour of returning home received an appointment by text. Well done the surgery team.
Visited March 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 13 March 2023
Dear Mrs Johnston, Thank you so much for taking the time to post this review. I will of course pass on your comments to the nurse you saw last week, as well as the wider surgery team. Karen B Castle Donington Surgery
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Review titled Worst GP service imaginable
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2023
Can't fault the nursing team but everything else is absolutely diabolical service. Firstly, it's impossible to get an appointment, I have been trying to get one for over 6 months now, frequently call at 8.15 on the dot, only to be on hold for up to two hours or not even put through just permanently says line busy. Then if you do get through there are never any appointments available for the day and they will not allow you to book appointments in advance for the following days or even weeks. I have been unable to see a doctor about my chronic condition which has now worsened and long term medication which needed reviewing months ago. Can't even get an appointment for my 3 year old son with respiratory problems after trying on several days with no luck. They used to offer online requests where a doctor could call back to see if you need an appointment, this worked great, but they stopped that a year ago and it's been a shambles since. The receptionists are no help at all and are often unfriendly, if not rude. Not being able to even get through to reception to seek an appointment is disgraceful. Can't even get a phone appointment. Castle Donington needs a new surgery because this one completely lets the NHS down.
Visited March 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 14 March 2023
Dear Patient, We were obviously disappointed to read your review of your experience with our practice. As you have left this anonymously, we cannot reach out to you directly, but we would encourage you to contact the practice directly so that we can investigate and discuss this with you personally. We currently have 20 lines coming into the surgery and on any average day we take over 300 calls from patients, a quarter of which come in the 45 minutes between 8.15am and 9.00am. For this reason, patients calling at 8.15am will often find the lines engaged. We completely understand the frustration this causes, but in the last 3 months, we have offered over 11,000 appointments, of which over 40% (4,800) were same-day appointments. We recognise, of course, that demand for NHS Primary Care services far outstrips the volume of appointments we can safely offer, but if we cannot offer you an appointment, we will always signpost you safely to an appropriate NHS service as per NHS England guidance for Primary Care. We would value an opportunity to speak to you in person about your experiences, as we can always offer patients pre-bookable appointments. However, it can be appropriate to signpost you to an alternative NHS service if the pre-bookable appointment is too far in the future than would be safe. We currently offer same day appointments, a limited number of appointments which can be booked 4 days in advance, and some which can be pre-booked for a later date. We also have access to the NHS remote booking service which allows us to view and book appointments in other locations, such as the Leicester respiratory hubs that are currently in operation to support GP practices. Obviously we would like to discuss the other clinical matters with you directly and arrange the appropriate appointments for you and your son as required. We would also like to listen back to the calls you made (as you know, these are recorded) to see how we could improve the service. Please do contact us at the surgery and ask to speak to the Practice Manager. Kind regards, Karen B Castle Donington Surgery
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Review titled Excellent Service
Rated 5 stars out of 5
by Peter Chambers - Posted on 20 March 2023
My wife and I just wish to express our admiration and thanks for the wonderful service offered by your staff especially at the present enormously difficult and stressful time. Without exception, every Receptionist, Nurse, G.P., Trainee G.P. and visiting professionals we have come across has been courteous, friendly and meticulous in approaching the treatment and advice re our health. The other members of the extended family share our feelings.
Visited February 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 21 March 2023
Dear Mr Chambers, Thank you for taking the time to write this review. Your comments are very much appreciated and I will of course share them with the wider team. With all of the challenges we, and the wider NHS system, are currently facing, it is uplifting to receive such positive feedback. Please pass on our thanks to Mrs Chambers too. Kind regards, Karen B Castle Donington Surgery
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Review titled Exceptional and outstanding practice
Rated 5 stars out of 5
by Frank Day - Posted on 15 February 2023
I feel compelled to write and express my overwhelming privilege of being an important person/ patient on the list of The Castle Donington Surgery. As one walks through the door it permeates a welcoming atmosphere. Offers an experience of a well oiled machine. Gives evidence of an ethos of ‘best practice’ procedures .from reception, to nurses and doctors alike there is a calmness, a balanced focus. And an approach showing excellent staff relations and support.I have experienced ‘red carpet’ treatment. Whilst an obvious disciplined process from initial phone calls to follow up. Nevertheless the process is efficient, constant and works well. The Doctor’s with fabulous nurse support are courteous showing their ‘duty of care’ with a listening ear. A follow up, with a conclusion. Or, if needs be, an ongoing definitive explanation and a plan. Of course it’s a busy, busy hub but all concerned show their own identity of confidence and reassurance. Thank you.
Visited February 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 23 February 2023
Dear Mr Day, Thank you so much for taking the time to share your experiences and write such a detailed review, it has been greatly appreciated by the entire team. We are, as you say, a very busy practice, and we endeavour to always provide the highest level of care to every patient. With all of the challenges we, and wider NHS system is facing, it is invigorating to read such positive feedback. Again, thank you for taking the time and sharing your thoughts with us. Karen B
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Review titled Excellent care
Rated 5 stars out of 5
by Anonymous - Posted on 10 January 2023
I rang the surgery at 8.35 for an appt. After waiting a while in the queue I was give a face to face appt with a GP. GP assessed and thought I needed an appt with the asthma nurse, due to work commitments could not make the times so the nurse has been following me up via text messages. Great use of technology to overcome problems and to improve healthcare. Thank you
Visited January 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 18 January 2023
Dear patient, Thank you so much for taking the time to leave this review. I have passed your comments on to the respiratory nurse who you have been communicating with. We do try to support patients using a variety of methods including Face-to-face appointments, telephone appointments and, where appropriate, follow-up text messages for ongoing care. We know patients find this helpful because, as you noted, it can fit in around family and work commitments for patients. We are so pleased that this has worked well for you and thanks again for your review. Karen B Castle Donington Surgery