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"Poor experience "

About: Castle Donington Surgery

I came along to the surgery to be seen by a gp after a pharmacist consultation.

The gp i seen was very unprofessional while engaging in a conversation about my health problem he kept putting it off to look at his personal phone may I add this wasn't once but 3 times. Feeling very unwell and over 1 hour delay I just wanted to get my prescription and go home to bed. Asking if I had pain in certain place which I did but some wasn't as painful but hurt equally. He was very abrupt and said I just want to know if it's pain. He prescribed 3 different medications plus one I had to buy over the counter. I waited a further 15 minutes for him to send it through electronically. Feel unwell and very emotional and my anxiety at a all time I had to go back and speak to the receptionist who was extremely helpful. I explained what I'd been through i was in the room with the gp around 12 minutes and that he was on his personal phone. She went to speak to another gp and he advised me to put in a complaint, And that he was raising it with the practice manager who unfortunately had gone home poorly. In my experience I wouldn't ever want to see the gp in question again. In between each patient it took him 5 minutes plus to come and call the next patient. It's not exceptable. And I will be taking it further.

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Responses

Response from Castle Donington Surgery 2 months ago
Castle Donington Surgery
Submitted on 10/03/2025 at 10:31
Published on nhs.uk at 10:31


Dear patient

Thank you for sharing your feedback with us.

I’m glad I had the opportunity to speak with you directly and address your concerns in more detail. I’m truly sorry that your experience with us did not meet your expectations.

As we discussed, the doctor who saw you was a trainee GP. His supervising GP was informed by our reception team and had already addressed the issue with him that afternoon.

We do not condone making or receiving personal phone calls during consultations, and we fully agree that this behavior is unacceptable.

Once again, thank you for providing your feedback. If there’s anything else you need in the meantime, please feel free to contact me directly.

King regards

Carl Cheadle

Practice Manager

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