CASTLE DONINGTON SURGERY
53 Borough Street, Castle Donington, Derby, Derbyshire, DE74 2LBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great Practice
Rated 5 stars out of 5
by Pauline Johnston - Posted on 10 March 2023
Attended a nurse-led annual diabetic review. The nurse concerned was very pleasant, professional, efficient and caring. I needed to be referred on to podiatry and within an hour of returning home received an appointment by text. Well done the surgery team.
Visited March 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 13 March 2023
Dear Mrs Johnston, Thank you so much for taking the time to post this review. I will of course pass on your comments to the nurse you saw last week, as well as the wider surgery team. Karen B Castle Donington Surgery
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Review titled Worst GP service imaginable
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2023
Can't fault the nursing team but everything else is absolutely diabolical service. Firstly, it's impossible to get an appointment, I have been trying to get one for over 6 months now, frequently call at 8.15 on the dot, only to be on hold for up to two hours or not even put through just permanently says line busy. Then if you do get through there are never any appointments available for the day and they will not allow you to book appointments in advance for the following days or even weeks. I have been unable to see a doctor about my chronic condition which has now worsened and long term medication which needed reviewing months ago. Can't even get an appointment for my 3 year old son with respiratory problems after trying on several days with no luck. They used to offer online requests where a doctor could call back to see if you need an appointment, this worked great, but they stopped that a year ago and it's been a shambles since. The receptionists are no help at all and are often unfriendly, if not rude. Not being able to even get through to reception to seek an appointment is disgraceful. Can't even get a phone appointment. Castle Donington needs a new surgery because this one completely lets the NHS down.
Visited March 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 14 March 2023
Dear Patient, We were obviously disappointed to read your review of your experience with our practice. As you have left this anonymously, we cannot reach out to you directly, but we would encourage you to contact the practice directly so that we can investigate and discuss this with you personally. We currently have 20 lines coming into the surgery and on any average day we take over 300 calls from patients, a quarter of which come in the 45 minutes between 8.15am and 9.00am. For this reason, patients calling at 8.15am will often find the lines engaged. We completely understand the frustration this causes, but in the last 3 months, we have offered over 11,000 appointments, of which over 40% (4,800) were same-day appointments. We recognise, of course, that demand for NHS Primary Care services far outstrips the volume of appointments we can safely offer, but if we cannot offer you an appointment, we will always signpost you safely to an appropriate NHS service as per NHS England guidance for Primary Care. We would value an opportunity to speak to you in person about your experiences, as we can always offer patients pre-bookable appointments. However, it can be appropriate to signpost you to an alternative NHS service if the pre-bookable appointment is too far in the future than would be safe. We currently offer same day appointments, a limited number of appointments which can be booked 4 days in advance, and some which can be pre-booked for a later date. We also have access to the NHS remote booking service which allows us to view and book appointments in other locations, such as the Leicester respiratory hubs that are currently in operation to support GP practices. Obviously we would like to discuss the other clinical matters with you directly and arrange the appropriate appointments for you and your son as required. We would also like to listen back to the calls you made (as you know, these are recorded) to see how we could improve the service. Please do contact us at the surgery and ask to speak to the Practice Manager. Kind regards, Karen B Castle Donington Surgery
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Review titled Excellent Service
Rated 5 stars out of 5
by Peter Chambers - Posted on 20 March 2023
My wife and I just wish to express our admiration and thanks for the wonderful service offered by your staff especially at the present enormously difficult and stressful time. Without exception, every Receptionist, Nurse, G.P., Trainee G.P. and visiting professionals we have come across has been courteous, friendly and meticulous in approaching the treatment and advice re our health. The other members of the extended family share our feelings.
Visited February 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 21 March 2023
Dear Mr Chambers, Thank you for taking the time to write this review. Your comments are very much appreciated and I will of course share them with the wider team. With all of the challenges we, and the wider NHS system, are currently facing, it is uplifting to receive such positive feedback. Please pass on our thanks to Mrs Chambers too. Kind regards, Karen B Castle Donington Surgery
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Review titled Exceptional and outstanding practice
Rated 5 stars out of 5
by Frank Day - Posted on 15 February 2023
I feel compelled to write and express my overwhelming privilege of being an important person/ patient on the list of The Castle Donington Surgery. As one walks through the door it permeates a welcoming atmosphere. Offers an experience of a well oiled machine. Gives evidence of an ethos of ‘best practice’ procedures .from reception, to nurses and doctors alike there is a calmness, a balanced focus. And an approach showing excellent staff relations and support.I have experienced ‘red carpet’ treatment. Whilst an obvious disciplined process from initial phone calls to follow up. Nevertheless the process is efficient, constant and works well. The Doctor’s with fabulous nurse support are courteous showing their ‘duty of care’ with a listening ear. A follow up, with a conclusion. Or, if needs be, an ongoing definitive explanation and a plan. Of course it’s a busy, busy hub but all concerned show their own identity of confidence and reassurance. Thank you.
Visited February 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 23 February 2023
Dear Mr Day, Thank you so much for taking the time to share your experiences and write such a detailed review, it has been greatly appreciated by the entire team. We are, as you say, a very busy practice, and we endeavour to always provide the highest level of care to every patient. With all of the challenges we, and wider NHS system is facing, it is invigorating to read such positive feedback. Again, thank you for taking the time and sharing your thoughts with us. Karen B
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Review titled Excellent care
Rated 5 stars out of 5
by Anonymous - Posted on 10 January 2023
I rang the surgery at 8.35 for an appt. After waiting a while in the queue I was give a face to face appt with a GP. GP assessed and thought I needed an appt with the asthma nurse, due to work commitments could not make the times so the nurse has been following me up via text messages. Great use of technology to overcome problems and to improve healthcare. Thank you
Visited January 2023
Review titled CASTLE DONINGTON SURGERY
Replied on 18 January 2023
Dear patient, Thank you so much for taking the time to leave this review. I have passed your comments on to the respiratory nurse who you have been communicating with. We do try to support patients using a variety of methods including Face-to-face appointments, telephone appointments and, where appropriate, follow-up text messages for ongoing care. We know patients find this helpful because, as you noted, it can fit in around family and work commitments for patients. We are so pleased that this has worked well for you and thanks again for your review. Karen B Castle Donington Surgery
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Review titled Shocking service
Rated 1 star out of 5
by Anonymous - Posted on 17 November 2022
Absolutely impossible to get an appointment. Cannot prebook one so have to ring 8.15 every morning. Have been trying for a week. When finally got through this morning was told doctors only in in the morning. When first I'll ended up going to the walk in centre. Given antibiotics. These didn't work but when went back to walk in centre was told would now have to see a doctor. As said above this has not happened.
Visited November 2022
Review titled CASTLE DONINGTON SURGERY
Replied on 18 November 2022
Dear Patient, We are sorry that you are disappointed by your recent experience. We do have a selection of pre-book appointments. We have 3 different GP appointment types; same day, release in four days and routine/follow up within our system. Please visit our website for further details. Like all appointments, we have a limited number available. At the time of writing this (18th Nov), our next pre bookable appointment with a GP is Friday 25th Nov. With regard to the particular day you wrote this review – all GP surgeries across North West Leicestershire were closed for “Protected Learning Time” to allow for training of staff. These closures are provided to us by the ICB. This is to ensure we remain compliant with NHS expectations, and that we are able to serve patients with the most up-to-date knowledge. It was not correct that the doctors were only in in the morning, rather than our surgery was closed in the afternoon and the doctors were participating in this learning time. Should patients need medical attention during these events, the ICB provide clinical cover from Derby Healthcare United (DHU). All telephone lines during our closure direct you to this service. We are sorry if you feel this information was not made clear to you at the time you called. As you have made this review anonymously, we cannot respond to you personally, but we would encourage you to get in touch with the practice directly so that we can respond to your concerns in more detail. Kind regards, Karen B Castle Donington Surgery
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Review titled you can't afford to be ill
Rated 1 star out of 5
by Mr Mark Neville - Posted on 06 October 2022
I've just had Major Neck Surgery at The Royal Derby Hospital, they were great. When I was discharged they gave me a sick note for 3 weeks off work. On the sick note it said, I encourage Mr Neville to see his GP if further time off work is required to recover. This information was also sent to the Surgery. So on the Monday before my Sicknote ran out on the Wednesday I tried to ring the Surgery - spent over 2 hours trying to get through and couldn't. So I rang in the afternoon and got through after about 10 minutes to be told I would need an appointment with a Doctor and would have to ring back in the morning, this is the way it is. I tried ringing the next day at 8.15, finally got through at 8.50 to be told no appointments left! After explaining my situation to the receptionist she said, I will see if I can get the Doctor to do you a Sicknote as it's just an extention to the one you,ve got. So I said when can I pick it up and was told to ring again after 11 on Thursday. I rang on Thursday ,and guess what, no Sicknote and the Doctors off today! You'll have to ring Friday after 11 again. What a shambles. You can't afford to be ill can you. Can you tell me why it is so much trouble to get something as simple as a Sicknote when the Surgery is aware of my situation? This is simply not good enough. I dread the day I need help from this Surgery again.
Visited October 2022
Review titled CASTLE DONINGTON SURGERY
Replied on 19 October 2022
We are sorry to read that you have had difficulty accessing the services you needed and we understand the frustration you felt. Accessing GP services is a national problem and we are working hard to improve things where we can. Unfortunately, a lot of the problems are beyond our control and require support on a National Level. We are glad that you now have the documentation you needed following your consultation with the doctor. There are a number of ways in which sick notes can be requested, including online options which are often easier for patients with access to the internet. We have also updated our phone messaging and website giving clearer information on how to request sick/fit notes. If you have any further concerns or comments, please do get in touch with the practice and we will be happy to discuss them with you directly.