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 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.
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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