Castle Medical Group Practice
27 Castle Street, Luton, Bedfordshire, LU1 3AGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Red Tape
Rated 1 star out of 5
by Charlotte Sadler - Posted on 01 August 2023
I tried to get an appointment after suffering from chronic digestive problems for 2 weeks. I got so desperate I went to the hospital. I was advised to get a blood test, I booked one and had to wait over a week then turned up this morning and they refused to do it! 🤬
Visited August 2023
Review titled Castle Medical Group Practice
Replied on 16 August 2023
I'm sorry to hear about the frustrating experience you had with your appointment. It's disappointing when you're dealing with health issues and trying to get the necessary tests done. It sounds like there might have been a mix-up or miscommunication regarding your appointment slot and the type of test you needed. When situations like this arise, it's important to address the issue with our administrative staff. You can explain the urgency of your situation, the advice you received at the hospital, and the difficulties you've faced in trying to get the necessary tests.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 20 July 2023
After trying to get through to the surgery 100 times before we finally got in the queue they said that there were no appointments left to be scheduled by them and to contact 111 as they could get one which we did, so after contacting 111 and speaking to a nurse there we were advised that a doctor from the surgery would call within 2 hours, and if they hadn’t called we were to call them to see why we hadn’t received a call. After 2 1/2 hours we called the surgery to see why we hadn’t had a call, and after being on hold for 30 minutes we finally spoke to someone who said that they had not been contacted by 111 which I don’t believe (and 111 confirmed my suspicions when I called them back) and that a doctor wouldn’t be calling as they had no appointments scheduled and none left.
Visited July 2023
Castle Medical Group Practice has not yet replied.
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Review titled Below standard
Rated 2 stars out of 5
by Anonymous - Posted on 04 August 2023
usually when you ask for an appointment it is never available and several times I have been advised to go to the walk-in center. Today experience was with the phone receptionist. Usually I order medicine via a third party app on the mobile, the request goes to doctor that approves it and then within 48 hours I receive my medicines. Recently I was prescribed other medicines and they were not on the list of the app and in the app there was a note to contact the GP to add them to the list. I did it and the first receptionist had no clue about that process. A clear lack of training. The second one had a little more knowledge but when I asked her to pass the request to add them to my GP as she can't add them to the list I was told she can't pass messages to GP, if I need them to call them and that's it. I was sorted after a 20 mins call. Unfortunately all this is not new to me as it is within the very low service standards I experience many times with this practice.
Visited April 2023
Review titled Castle Medical Group Practice
Replied on 16 August 2023
Thank you for sharing your feedback and experiences with our appointment and prescription process. We apologise for any inconvenience you've faced and appreciate you taking the time to bring this to our attention. We understand the frustration you've encountered with the availability of appointments and the communication process. Your feedback highlights areas where we need to improve our training and communication processes to provide a better experience for our patients. We take your comments seriously and will be reviewing our internal procedures to address the issues you've raised. We strive to deliver high-quality healthcare services, and your feedback is invaluable in helping us achieve that goal. Your suggestion about passing messages to the GP is noted, and we will explore ways to enhance our communication channels. Please know that we are committed to making improvements based on your feedback, and we hope to provide you with a smoother and more efficient experience in the future. If you have any further concerns or suggestions, please don't hesitate to reach out to us directly.