City Way Surgery
65-67 City Way, Rochester, Kent, ME1 2AYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Noisy waiting room
Rated 3 stars out of 5
by Ashley Price - Posted on 01 August 2023
Very noisy in waiting area, also no privacy when talking to receptionist as other patients are login in / registering car details.
Visited August 2023
Review titled City Way Surgery
Replied on 15 August 2023
Dear Patient Thank you for taking the time to post a review about your recent experience at our surgery. I am really sorry that your experience with the practice has been a difficult one. We are continually keen to be aware of the problems our patients may come across, in order that we may improve the services we provide to ensure high quality and standards at all times. I would like to sincerely apologise for the inconvenience and upset this incident may have caused. We will contact you directly to try and resolve this as quickly as we can. Kindest regards, Kerry Operations Manager City Way Medical Practice
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Review titled Very happy
Rated 5 stars out of 5
by Anonymous - Posted on 08 August 2023
I moved into the area a few months ago and I can honestly say City Way have been the best GP practice I have had for some time. Yes, it's hard to get through on the phone, yes the waiting room is noisy and busy but all the clinical staff I have come across have been amazing and they get things done. I have fought for years to get a referral for secondary care, this practice finally gave it to me. I use the e-consult service and although there is a bit of a wait for a response, the surgery always take action. This isn't the most local practice to me - they told me that I 'wouldn't get an appointment' but I'm really grateful they were like that because coming to City Way has been good, I'm finally getting the medical support I need to deal with chronic long term conditions.
Visited August 2023
Review titled City Way Surgery
Replied on 15 August 2023
Dear Patient Thank you for taking the time to post a review of the service you recently received from our Team. These reviews are very important to us as hopefully they give others a more balanced view of our Practice and service. We are really pleased that you have had a happy experience at the Practice and are getting the medical support that you require. We are constantly striving to ensure that the service our patients receive is efficient and accessible; and are keen to use patient feedback to make any necessary improvements as appropriate. Thank you again and we will be sure to share your feedback with the Practice Team - please do not underestimate how much they are appreciated by us. Kindest regards, Kerry Operations Manager City Way Medical Practice
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Review titled never called back
Rated 1 star out of 5
by donald wilson - Posted on 10 November 2023
been trying to get an appointment for 7 weeks and when i call i am either number 25+ waiting or the call back option. all i get is a text saying they tried to call me but i did not answer. well that is total rubbish and has happend every time i have called and used their call back system that does not work. it is now november and i still cant get through to see a doctor.
Visited August 2023
Review titled City Way Surgery
Replied on 20 November 2023
Dear Mr Wilson Thank you for taking the time to post a review about your recent experience at our surgery. I am really sorry that your experience with the practice has been a difficult one. We are continually keen to be aware of the problems our patients may come across, in order that we may improve the services we provide to ensure high quality and standards at all times. I would like to sincerely apologise for the inconvenience and upset this incident may have caused. We will contact you directly to try and resolve this as quickly as we can. Kindest regards, Kerry Operations Manager City Way Medical Practice
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Review titled Helpful receptionist and useful e-consultation facility
Rated 4 stars out of 5
by Catherine - Posted on 18 July 2023
After struggling to get an appointment I used the online service which meant a Doctor could help me with what I needed very easily and quickly. On picking up the prescription the receptionist was extremely friendly and helpful with some other questions I had too. A very reassuring experience.
Visited July 2023
Review titled City Way Surgery
Replied on 15 August 2023
Dear Catherine Thank you for taking the time to post a review of the service you recently received from our Team. These reviews are very important to us as hopefully they give others a more balanced view of our Practice and service. We are really pleased that you found our service to be friendly and helpful. We are constantly striving to ensure that the service our patients receive is efficient and accessible; and are keen to use patient feedback to make any necessary improvements as appropriate. Thank you again and we will be sure to share your feedback with the Practice Team - please do not underestimate how much they are appreciated by us. Kindest regards, Kerry Operations Manager City Way Medical Practice
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Review titled Appalling
Rated 1 star out of 5
by J Allison - Posted on 13 June 2023
I help care for my 101 year old mum in law who is housebound, I cannot count the amount of times I have called/visited the surgery to chase up home visits, referral that was not done until I had a meeting with a temp practice manger on the 5th June. She was going to investigate why the referral was not done, arrange a blood test and organise an X-ray with hospital transport. One week on not heard a thing. No wonder they are in special measures. She feels like they don’t care about the elderly. I don’t think they care about anyone.
Visited June 2023
City Way Surgery has not yet replied.
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Review titled Rude and unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 25 July 2023
On the day Myself and my wife visited the practice, we were trying to book some blood tests for her, as these are requested by the hospital for an ongoing medical condition, the receptionist was extremely rude and belittling, asking my wife 'what she was talking about?' and that the surgery would contact her about the blood tests not the other way round. The receptionist was obviously stressed, but to take out her frustration on a patient is disgraceful. Meanwhile 2 other members of staff sat in the back doing nothing to help reduce the queue which had almost reached the inner door. My wife raised the issue with the receptionist about her conduct, and her demeanour changed slightly! Nevertheless this was an extremely unpleasant experience on visiting the surgery. It has made my wife feel very reluctant to try and get in contact with this surgery.
Visited June 2023
City Way Surgery has not yet replied.
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Review titled Good experience
Rated 4 stars out of 5
by Rosemary - Posted on 20 September 2023
I found the doctor I saw to be kind, caring and thorough. I was also able to follow things up with her.
Visited May 2023
Review titled City Way Surgery
Replied on 22 September 2023
Dear Rosemary Thank you for taking the time to post a review of the service you recently received from our Team. These reviews are very important to us as hopefully they give others a more balanced view of our Practice and service. We are really pleased that you found our service to be kind, caring and thorough. We are constantly striving to ensure that the service our patients receive is efficient and accessible; and are keen to use patient feedback to make any necessary improvements as appropriate. Thank you again and we will be sure to share your feedback with the Practice Team - please do not underestimate how much they are appreciated by us. Kindest regards, Kerry Operations Manager City Way Medical Practice
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Review titled Is the telephone queue real or just a recorded message?
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2023
I am beyond exasperated with this surgery, having had many bad experiences including having to repeatedly chase up ultrasound results for 6 months, only to be told they have been lost. Today is the final straw. I received a couple of texts asking me to contact the surgery to discuss medication and a recent blood test. Attempt 1: recorded message saying they are too busy to answer. Attempt 2: I'm number 30 in the queue so I press 1 to 'retain my place in the queue' and receive a call back. Unsurprisingly there is no call back and I receive a text saying they were unable to contact me and if I still need help I should contact the surgery. Despite the fact my phone has not rung once, I was expecting this as it isn't the first time it has happened. Attempt 3: I am 5 in the queue so feeling optimistic, I wait. 2 hours later and still no response I get a recorded message saying they are busy and then they cut me off. The icing on the cake is they have sent me another text during the 2 hours I'd been queuing to say, yet again, they had been unable to contact me and to call the surgery if I still need help. Unbelievable! This is without a doubt the worst service ever, and with competition from Virgin Media that is really saying something!
Visited May 2023
City Way Surgery has not yet replied.
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Review titled Appalling
Rated 1 star out of 5
by Kim Moon - Posted on 26 April 2023
Beyond frustrated! I was diagnosed with Rheumatoid Arthritis last year and I'm prescribed two medications for it. Now I am under shared care, the doctor's surgery don't appear to be taking any notice! Last month I had to go 5 days without one of my meds, and now they have refused my methotrexate even though it's supposed to be on repeat prescription. So tommorow when I am due to take this particular medication, I will be unable to do so thanks to City way, and on top of this I am so worried of a prevailing flare up!
Visited April 2023
City Way Surgery has not yet replied.
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Review titled Appalling client care
Rated 1 star out of 5
by Kirsty Bates - Posted on 03 April 2023
Three emails, two phone calls and still an issue with my prescription hasn’t been solved. Reception staff unhelpful. Won’t even leave a message for someone to follow up the next day. I have to wait until that receptionist is back on shift. Prescription is for mental health medication which clearly is ignored. Don’t bother emailing in - they never reply. Go straight to PALs. So upset and disappointed at how little people care. The last few months I’ve had to pay double for my prescription. As the issue hasn’t been resolved. Disgusting service. Ignored. I appreciate everyone is busy, but 3 emails and 2 phone calls over a month? No. Unacceptable.
Visited April 2023
City Way Surgery has not yet replied.