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 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