CASTLE HEALTH CENTRE
3-4 York Place, Scarborough, North Yorkshire, YO11 2NPContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about CASTLE HEALTH CENTRE.
Reviews
-
Review titled Bad attitude
Rated 3 stars out of 5
by Anonymous - Posted on 28 June 2024
I had ran out of a regular repeat prescription item, which I admit to being my own fault. Nevertheless, I visited the surgery this morning to explain and ask if an emergency prescription could be supplied as I do need the medication on a daily basis. I stood at the reception desk for several minutes waiting for the two members of staff to finish their very important conversation about their holiday plans. Then finally got acknowledgement in the most smarmy, cocky and frankly surly manor. I explained the situation I had to be replied to with a raised arms and voice saying "no no no". In a very rude passively aggressive tone also saying "No, you've left it too late, there's nothing I can do, you'll just have to wait til tomorrow, we've already done prescriptions for today". I asked then am I supposed to just do without medication for at least 48 hours then?. The reply was "Basically, yes" The whole attitude was disgraceful. Very unprofessional, and couldn't care less. I left feeling very upset and unsatisfied as I was sure an emergency prescription could have been arranged as I've had one before. So, outside now, I googled emergency prescription, and lo and behold, there it was. I filled in a short questionnaire and gave my details and my prescription was ready to pick up within 30 minutes. I returned to the surgery to inform the receptionist. I asked her to explain the bad attitude and ask why I had not been told I could make the request online. Again, I was met with the same snarling cocksure attiude as before. I have never experienced such rudeness and unprofessionalism in my life. I would strongly recommend retraining in customer service as this level is absolutely disgusting. Shame on the reception, but the doctors here are all absolutely fantastic.
Visited June 2024
Review titled CASTLE HEALTH CENTRE
Replied on 28 June 2024
Thank you for taking the time to leave us a review of your experience, very sorry to hear you were unhappy with the service you received. Our receptionists are advised to inform patients that prescriptions can take a minimum of 48 hours to action, we would not advise this to be sooner as this may not be the case and we would not want to advise incorrectly. Emergency prescriptions can be done on a case by case basis, but we would normally advise to order medication in a timely manner rather than resorting to emergency requests. We have 4 options when it comes to ordering prescriptions, telephone, online, in person with a paper slip and email, alternatively you can also ask the pharmacy to order medication on your behalf. Please do get in touch with the practice if you which to discuss this further. Many thanks
-
Review titled Lovely doctors, unprofessional receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 27 November 2023
I have always had a great experience with the GPs at Castle Health however the same cannot be said about one of the receptions. I have always received an extremely condescending attitude from her. The last time I spoke with her I was enquiring about a message I had received about an issue I had with a prescription request. I was told by her that it wasn't her problem and to take it up with the pharmacy. Now I have no idea how the flow of communications work between the doctors surgery and the pharmacy but the last thing I need is a condescending education on it from someone who is supposed to be assisting me in as friendly a way as possible. I spoke with her today to request a doctors note regarding a lumbar puncture which has left me in severe pain, I had asked my work if a self certification would do and they stated they would need a doctors note I called. The same member of staff decided to treat me like a 5 year old and proceeded to say that she had never heard of anyone needing a doctors note for a lumbar puncture. I'm fairly certain she isn't a medical professional and cannot comment on this matter. I asked her to put a note on my file regarding this request in case I called again to which she shortly took my date of birth and name and put the phone down. I cannot believe someone with this little self awareness or customer service skills are the first point of contact for someone who is in genuine need of help.
Visited November 2023
Review titled CASTLE HEALTH CENTRE
Replied on 29 November 2023
Thank you for taking the time to leave us a review of your experience, very sorry to hear you were unhappy with the service you received, we would be grateful if you could get in touch with the practice so we can look into the issue you have raised. Many thanks