City Way Surgery
65-67 City Way, Rochester, Kent, ME1 2AYContact details and opening times
Patient ratings and reviews
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Help others by sharing your thoughts and experiences about City Way Surgery.
Reviews
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Review titled certificates
Rated 1 star out of 5
by Keith Moon - Posted on 13 March 2023
For the last 2 months I have been attempting to renew my certificate with this surgery, last month it was 2 weeks late, which has an impact on Statutory Sick Pay. This month I have requested another, and so far this one is a week and 2 days late. The surgery kindly informed me that the person who normally issues them left last Tuesday! In the meantime, I am left with the same dilemma as last month! Trying to phone this surgery is an absolute nightmare! Queues are often up to 2 hours, and even when I go to the surgery in person, I am not confident my requests are going to be taken care of. I am also awaiting conformation of a letter sent from the surgery on my behalf, I am still awaiting conformation of that. Why does it take what seems an eternity for this surgery to comply with a patients requests?? Since the merger things have rapidly gone downhill at an alarming rate! If they cannot provide the most basic of requests then why take on more patients. Gone, it seems, are the days when you could be reassured that your requests are taken seriously. As someone who has both anxiety and post traumatic stress disorder, this is not helping the condition at all, and is making the stress levels escalate! I am not at all confident that any contact I have with this surgery will be acted upon.
Visited March 2023
Review titled City Way Surgery
Replied on 13 March 2023
Dear Mr Moon, 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, Emma Couch Practice Manager City Way Medical Practice
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Review titled Awful!!!!!
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2023
Number 30 in the queue on hold for over 2 hours, get to number 1 in the queue then get a message” our lines are extremely busy - goodbye” and cut off.
Visited March 2023
Review titled City Way Surgery
Replied on 14 March 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. Please contact the practice via one of the following options and we will be more than happy to discuss the concerns you have raised so that we can work together in resolving them: • Email: citywaymedicalpractice@nhs.net • Write: City Way Medical Practice, 65-67 City Way, Rochester, Kent, ME1 2AY • Request to see the Practice Manager – please speak to one of our receptionists • Request a telephone call from the Practice Manager – please speak to one of our receptionists Kindest regards, Emma Couch Practice Manager City Way Medical Practice
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Review titled Good experience
Rated 3 stars out of 5
by Mr Adrian Dixon - Posted on 10 March 2023
Called in for blood test with nurse,seen promptly,very professional and answered queries that I had.This surgery is having many problems lately,but on this occasion I am pleased with the service provided.
Visited March 2023
Review titled City Way Surgery
Replied on 13 March 2023
Dear Mr Dixon, 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 a 'prompt and very professional'. 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, Emma Couch Practice Manager City Way Medical Practice
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Review titled Unsatisfactory
Rated 1 star out of 5
by Keith Moon - Posted on 09 January 2023
I have an ongoing medical problem that has prevented me from being able to do my job, and it is getting worse! I have tried to call the practice today to try and either see a dr about this, or to extend my certificate. After waiting a staggering 2 hours in the queue I was cut off! This is the 2nd time within 2 weeks this has happened. Unless, you get to see a Dr on the day you need a certificate, they get duty Dr to issue one, which takes up to 3 days- this is simply not good enough! Reception although polite enough seemed utterly uninterested that the telephone wait was that long! It seems to get to number 2 then takes forever to get answered! If you have other appointments to attend during the day then you are better off not trying to call this surgery at all.
Visited January 2023
Review titled City Way Surgery
Replied on 09 January 2023
Dear Mr Moon, 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, Emma Couch Practice Manager City Way Medical Practice
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Review titled Obnoxious receptionist.
Rated 1 star out of 5
by Anonymous - Posted on 14 January 2023
The message on the phone used to say please do not be abusive to the staff, what about the other way round???? I waited 1 hour and 9 minutes to get through to make an appointment ( I have tried the call back system several times and only ever had 1 returned), that time will cost me about 3 pounds because of going over the hour that I get free on my phone contract. Then on getting through and telling her that my husband needed an appointment with a specific doctor, she became very short with me and I felt like I was a pain . Why do these women do this job if they can't be nice to the patients? The surgery need more people to answer the phone and deal with the patients sympathetically with their enquiries, especially as the surgery is advertising for more new patients!!!!
Visited January 2023
Review titled City Way Surgery
Replied on 14 January 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. Please contact the practice via one of the following options and we will be more than happy to discuss the concerns you have raised so that we can work together in resolving them: • Email: citywaymedicalpractice@nhs.net • Write: City Way Medical Practice, 65-67 City Way, Rochester, Kent, ME1 2AY • Request to see the Practice Manager – please speak to one of our receptionists • Request a telephone call from the Practice Manager – please speak to one of our receptionists Kindest regards, Emma Couch Practice Manager City Way Medical Practice
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Review titled Obnoxious receptionist.
Rated 1 star out of 5
by Anonymous - Posted on 14 January 2023
The message on the phone used to say please do not be abusive to the staff, what about the other way round???? I waited 1 hour and 9 minutes to get through to make an appointment ( I have tried the call back system several times and only ever had 1 returned), that time will cost me about 3 pounds because of going over the hour that I get free on my phone contract. Then on getting through and telling her that my husband needed an appointment with a specific doctor, she became very short with me and I felt like I was a pain . Why do these women do this job if they can't be nice to the patients? The surgery need more people to answer the phone and deal with the patients sympathetically with their enquiries, especially as the surgery is advertising for more new patients!!!!
Visited January 2023
Review titled City Way Surgery
Replied on 15 January 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. Please contact the practice via one of the following options and we will be more than happy to discuss the concerns you have raised so that we can work together in resolving them: • Email: citywaymedicalpractice@nhs.net • Write: City Way Medical Practice, 65-67 City Way, Rochester, Kent, ME1 2AY • Request to see the Practice Manager – please speak to one of our receptionists • Request a telephone call from the Practice Manager – please speak to one of our receptionists Kindest regards, Emma Couch Practice Manager City Way Medical Practice
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Review titled Great practice
Rated 5 stars out of 5
by Susan Orr - Posted on 21 January 2023
I used the e-service at 2pm. Within 2hours I had a call back and was booked at 9am the following day to see a senior practicing nurse. I found it to be a brilliant service.
Visited December 2022
Review titled City Way Surgery
Replied on 23 January 2023
Dear Ms Orr, 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 a 'brilliant service'. 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, Emma Couch Practice Manager City Way Medical Practice
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Review titled Great practice
Rated 5 stars out of 5
by Susan Orr - Posted on 21 January 2023
I used the e-service at 2pm. Within 2hours I had a call back and was booked at 9am the following day to see a senior practicing nurse. I found it to be a brilliant service.
Visited December 2022
Review titled City Way Surgery
Replied on 23 January 2023
Dear Ms Orr, 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 a 'brilliant service'. 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, Emma Couch Practice Manager City Way Medical Practice
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Review titled Great practice
Rated 5 stars out of 5
by Susan Orr - Posted on 21 January 2023
I used the e-service at 2pm. Within 2hours I had a call back and was booked at 9am the following day to see a senior practicing nurse. I found it to be a brilliant service.
Visited December 2022
Review titled City Way Surgery
Replied on 23 January 2023
Dear Ms Orr, 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 a 'brilliant service'. 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, Emma Couch Practice Manager City Way Medical Practice
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Review titled Ridiculous practice blocking treatment
Rated 1 star out of 5
by Anonymous - Posted on 07 November 2022
I need to have high blood pressure medication. After my recent request for a refill of my prescription I got a text stating I needed to contact the surgery for a blood test in order for them to provide me with a prescription longer than 2 weeks. I have left 2 messages (they don't talk to you for this you need to leave a message) with them to book the blood tests which have been ignored. I got another text to contact Thorndike to book a test, whom I phoned but cannot book an appointment with them without the form from the surgery which I cannot get as these people do not believe in customer service. In the meantime, they refuse to provide me with a prescription for my ongoing medical needs. Steer well clear.
Visited November 2022
Review titled City Way Surgery
Replied on 22 November 2022
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. Please contact the practice via one of the following options and we will be more than happy to discuss the concerns you have raised so that we can work together in resolving them: • Email: citywaymedicalpractice@nhs.net • Write: City Way Medical Practice, 65-67 City Way, Rochester, Kent, ME1 2AY • Request to see the Practice Manager – please speak to one of our receptionists • Request a telephone call from the Practice Manager – please speak to one of our receptionists Kindest regards, Practice Manager City Way Medical Practice