Castle Practice
Central Street, Ludgershall, Andover, Hampshire, SP11 9RAContact details and opening times
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Reviews
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Review titled Outrageously terrible care beyond a joke.
Rated 1 star out of 5
by Micheal - Posted on 26 June 2024
This morning at 8:55 I received a phone call from the surgery telling me to phone and go on triage to discuss my meds, I phone triage immediately and get put on hold. At 9:30 the line goes dead, I immediately phone reception, and explain the situation, I also explain that they have used all my calling credit in the que so could they ask the relevant person to phone me. The answer was no, I said can you put me through to them they said no. I need to phone triage again this afternoon between 2 - 3 and go on triage. Once again I explained that I have used all my calling credit calling them just to be cut off in thefirst place and that they had told me to call, no help at all response was go buy some credit and phone this afternoon. I am disabled I can not walk that far, I also have plantar facitious at the moment so can't drive either, how the hell am I supposed to get to the shops to buy calling credit ???? The receptionists at this place seems to go above and beyond not to be helpful in anyway shape or form. If you eventually get to see a doctor, and the doctor says book an appointment to see me, you go to reception to be told this is impossible you have to go on triage on the relevant date and see who ever is on duty that day. Absolutely no continuity in care, no after care, in fact no care at all just a bunch of jobsworths who have no interest in actual patient care. I've had three stays in hospital because some of the doctors here do not bother to listen. Don't look at your records and are not interested. One doctor here decided that I had a waterr infection, dispute me telling him it was a reaction (a listed one at that) to new meds I had been put on result 14 days in hospital at mass expense to the NHS all because he would not listen, to the point he never looked at me at all, just stared at his screen which was not even relevant to me or my case just couldn't be bothered. If I could change surgeries I would in the blink of an eye, but not other surgeries round here are taking on. I know of many people who have left this surgery and advised me at the time to do the same. Even some of their own staff have changed surgeries and that says something
Visited June 2024
Review titled Castle Practice
Replied on 04 July 2024
Dear Michael, Thank you for taking the time to share your feedback regarding your recent experience at our practice. We sincerely apologise for any inconvenience or frustration you may have encountered during your contact with us. Your concerns are very important to us, and we take them seriously as we strive to improve our services and ensure the highest quality of care for all our patients. We understand that the process of triaging patients can sometimes be challenging and may not always meet the expectations of every individual. However, our primary goal is to prioritise patients based on the severity of their condition, to ensure that those in the most critical need receive timely and appropriate care. This is a standard procedure in medical practice and is crucial for managing emergencies and urgent cases effectively. We recognise that there may be aspects of our triage process that can be improved to better accommodate all patients' needs. We are committed to reviewing our current procedures and identifying any areas where we can enhance efficiency and communication. Once again, we apologise for any distress or inconvenience caused. Your health and satisfaction are our top priorities, and we value your trust in our practice. Please do not hesitate to reach out to us directly at castlepractice@nhs.net if you would like to discuss your experience further or if there is anything else we can assist you with. Thank you for bringing this to our attention. We look forward to the opportunity to improve our services and provide you with a better experience in the future. Yours sincerely Chrissie Williams Managing Partner
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Review titled Useless
by Anonymous - Posted on 22 May 2024
I went to the doctor's yesterday regarding low mood and anxiety. Also dealing im with undiagnosed ADHD and autism. This is destroying my day to day life so much I'm beginning to struggle doing day to day tasks. I am already in anti depressants. The results of talking about this with the doctor was that she upped my anti depressants. This seems to be the plaster for all mental health issues. I'm fed up that after 8 years of battling with the doctors I get told to book some time away or take time off work. Both of which I had stated I can't do due to lack of money. Is this what we suggest for people who are extremely low instead of finding the root of the issue? I get told go and speak to a doctor they will help when in actual fact it's quite the opposite. I came out of my appointment and cried in my car, I felt worse coming out of that appointment due to the lack of proper help. It seems that doctor are far too prepared to use anti depressants to mask the issue rather than helping the root cause. Not only digusted by this surgery but also the NHS due to the lack of help over 8 years of this battle.
Visited May 2024
Review titled Castle Practice
Replied on 05 July 2024
Thank you for sharing your concerns regarding the recent consultation. Your feedback is very important to us as it helps us improve our care and communication with patients. Our goal is to provide personalised treatment plans based on the best available medical evidence and the specific circumstances of each patient. In some cases, there may be several viable treatment options, while in others, a single approach may be most appropriate based on current medical guidelines and the specifics of your condition. I apologise if this was not communicated clearly during your visit. Your health and comfort with your treatment plan are our top priorities. If you would like, we can arrange a follow-up appointment to discuss your concerns in more detail and explore any alternative options that might be suitable for you. Once again, we apologise for any distress or inconvenience caused. Your health and satisfaction are our top priorities, and we value your trust in our practice. Please do not hesitate to reach out to us directly at castlepractice@nhs.net if you would like to discuss your experience further or if there is anything else we can assist you with. Thank you for your understanding and cooperation. Yours Sincerely Elizabeth Rushforth Deputy Practice Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Debbie Spencer - Posted on 14 February 2024
The speed in which i have been dealt with has been outstanding. Blood pressure has been high and have been monitoring it fot 7 days as instructed by the nurse. Today i handed the results into the Ludgershall practise at 3.15 pm.I received a phone call by the dr at 5.30 saying yes my results were high and i needed tablets to bring it down.what an outstanding quick result! I thought i would hear in a couple of weeks time, but instead just hours later.super impressed by the speedy action. Well done Castle Practise
Visited February 2024
Review titled Castle Practice
Replied on 23 May 2024
Thank you for taking the time to place your review of our service, we are pleased that you had a good patient experience and will pass your comments on to our team.
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Review titled Brilliant Practice
Rated 5 stars out of 5
by Sarah - Posted on 16 March 2023
I am always so grateful for being able to phone the surgery, speak to someone and be offered an appointment. I have also been given a very clear outline of treatment plans/options and this is very reassuring for me. All the Doctors I have seen have been kind, understanding, compassionate, professional and knowledgeable. I also had a problem with my log in details for the online services and the receptionist was very nice and helpful and sorted it straight away.
Visited March 2023
Review titled Castle Practice
Replied on 11 May 2023
Dear Sarah, Thank you for taking the time to send in your feedback, which I will forward on to our Practice Team, this is very much appreciated. Kind Regards Chrissie Williams, Practice Manager
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Review titled Amazing practice
Rated 5 stars out of 5
by Anita Hartman - Posted on 29 November 2022
Very approachable and extremely prompt and helpful. Have always had a good response when I've contacted the surgery. Even had a call back to reassure me of test results in the evening because the Dr knew I'd be a little worried.
Visited November 2022
Review titled Castle Practice
Replied on 15 March 2023
Thank you for posting your feedback, we will ensure that this is passed on the The Castle Practice Team. It is always great to hear positive reviews, which encourages our teams in their aim to provide a patient focused service. Chrissie Williams, Managing Partner
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Review titled Triage
Rated 3 stars out of 5
by Geoffrey Jenkins - Posted on 06 October 2022
Yesterday i rang the practice to make an appointment to see a doctor, I was told I couldn't make an appointment I would have to go through the Triage system . This morning I rang Triage at 0800 I finally got to speak to an operator at 0926. I explained that my situation didn't require immediate treatment but would like to see a doctor to have my suspected condition investigated. I still couldn't make an appointment! I now have to wait until someone rings me back. This system is ridiculous. Why can't I just ring up and make an appointment? I have to say I have no complaint with the treatment I have received from the practice, far from it. I have always received first class care from the nurses and doctors. It is just making an appointment to see one that is a problem.
Visited October 2022
Review titled Castle Practice
Replied on 07 October 2022
We are sorry that you found our Triage system frustrating, however by offering Triage First, we have been able to cut our waiting times for a GP appointment from 4-6 weeks to within a few working days. I note you had a telephone appointment with a GP within half an hour of contacting us and have been offered a face-to-face appointment within 3 working days. "Triage First" has meant that we have also been able to repurpose over 500 appointments per month, which on average were previously DNA'd when using the prebooked system. If you would like to discuss your review further, we would be more than happy to meet with you, please contact reception who will arrange a meeting with one of our complaints team.
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Review titled Fantastic Practice
Rated 5 stars out of 5
by Rachael Lethbridge - Posted on 15 March 2023
I cannot praise this practice enough. I've found the triage system and prescription phone number easy to use, efficient and helpful. I have found appointment times readily available when needed and all staff incredibly helpful. As a carer for my Dad I've experienced other surgeries and I wish they could learn from the practices used here. I'm very grateful for the support our family have received here.
Visited August 2022
Review titled Castle Practice
Replied on 15 March 2023
Thank you for taking the time to pass on your feedback, it is reassuring and encouraging to hear that the service you have experienced at The Castle Practice, compared to other practices, is a positive one. We will ensure that your comments are discussed at our Practice Meeting and shared with the Team, they are motivational, and whilst everyone is working hard to provide good patient care, it is lovely to hear our patient's appreciation. Chrissie Williams, Managing Partner
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Review titled Communication Issues
Rated 2 stars out of 5
by Theresa Hills - Posted on 22 August 2022
We used to be very confident with this practice in the past - having been with them for over 15 years but lately, things seems to have gone downhill. The staff on the reception don't seem so efficient and there are issues with communications. Just recently, I ordered a repeat prescription, which was not dealt with/followed through, in spite of them sending email confirmation by email. It has caused a lot of problems and it would appear that an item on my repeat list has been arbitrarily removed, without explanation. I am now in limbo with vital meds needed for my chronic condition and yet I was instructed that I had to go back onto triage for the medicine, even though they had clearly made a mistake in not dealing with the prescription request. Also, when I consulted the triage recently I was given the wrong form of drug, in liquid form, which I had never had before - and had to spend a long time sorting that out too. This was done eventually but at the wrong dosage. Too many errors, by the doctor on this occasion and later by the reception staff. They don't seem to know how to deal with patients when things go wrong. I look back to the days before the pandemic as a golden era, when the staff there really cared....
Visited August 2022
Review titled Castle Practice
Replied on 24 October 2022
Dear Mrs Hills, thank you for posting your feedback. I am sorry to hear that you have experienced issues with your prescription recently. We would like to invite you in to discuss the problems you seem to have experienced and to see whether there is a way that we can help you with ordering your repeat medication in the future, for example using Patient Partner, SystmOnline or the NHS App. The NHS has been experiencing shortages in some medication availability which may have been why an alternative was prescribed at the time. These are sometimes short-lived and stocks can become available again at short notice. I understand that Dr McKay has since spoken with you and been able to prescribe the medication in the form you requested. With reference to the item removed from your repeat, you should have received a message explaining why that was the case and offered an opportunity to have a review, as the medication is in a high risk category, this has been actioned with your safety in mind, and I would urge you to make an appointment as suggested in the message. If you would like to discuss your concerns in more depth we would be happy to meet to discuss them with you, please contact the practice via castlepractice@nhs.net to ask for an appointment with our complaints team. Thank you once again for raising your concerns. Yours sincerely Chrissie Williams, Practice Manager