My mother was on palliative care at home. This was marked at the surgery , meaning any calls would be made priority which was also confirmed by her GP. I rang a few days before her passing, asking for a home visit to assess whether she needed pain relief. The receptionist informed myself that she was not medically trained and what was I wanting her to do. Again myself and family members could reiterate many occasions medical intervention was needed, only to be put on the back burner or refused any help alongside abrupt and passive aggressive attitude of the receptionist. why not introduce training for these employees? As for the GP’s , nurses etc . They are very professional and caring once you can get past front of house . A kind word goes a very long way !!

Absolutely horrendous. Called for an issue for both of my parents, they failed to register my dad's issue.. Called again, was brushed off, went in was told to call before 10, because you can't get an appointment in person... Calling, line is busy, finally got through- call next morning as only emergencies are accepted, and someone having undiagnosed diabetes is not an emergency... Waiting for patients to get bad enough to go to A n E or what the hell is happening??? The whole system is a disgrace, nobody cares about patients anymore...

Been with this practice since I was a baby and over the last 6 or so year (pre-covid so don't go blaming that) the staff and service has got worse and worse. From horrible attitudes of the reception (no surprise from the other reviews) to the fact they open at 830am and yeh you don't even go on hold in a queue until 9 (tell me something is up with the connection to phones) the general contact is ROUGH. I cannot fault the medical staff. In any way Nurses, doctors, treatment room practitioners have always been kind, apologetic and understanding. It's just hard to stick around when everything else is so terrible.

Horribly incompetent and rude staff, has lost prescriptions multiple times dreadful IT system and website straight out of the early 90s. For a medical practice you would be better off going to a tribal shaman healer for god sake. Absolutley avoid this place like the plague (not that they would treat you for that, anyways.)

Shocking system altogether in this practice. You call at 830, select option 1 for appointments then get " the castle practice is closed for lunch....". Redial and get engaged tone. Eventually after 30- 40 mins and 120-171 call attempts you get through. If you're lucky there will be call back slots left, if not then you have to start all over again the next morning. I really feel for elderly people with this fiasco of a system. My children are with this practice. I am at a completely different GP and have no bother getting through. Since April 2022 you have been able to book a face to face, video or telephone assessment in advance or appointments on the day if urgent. For the size of carrickfergus more doctors are needed and castle practice need to invest in modern telecommunications systems, in 2023 you should not be getting the " engaged/ line busy tone" for any business.

Thankfully leaving this practice. I was asked by a doctor over the phone to leave in a sample with the treatment room to get sent off for a culture. A very important culture that my consultant urologist had requested. At no point did the doctor mention that i had to right on the slip of paper 'to go to lab for culture'. I've never had to before so it's not common knowledge and i've had many cultures done over the years. The receptionist was insistent that I should have scribbled on the form (which has no section for lab/culture requests) that that was what i wanted. So the treatment room tested my sample and then threw it away. No apology from the receptionist. In her eyes it was my fault for not doing something I was not made aware of or had never had to do before. Just incompetent all round. Never heard back when i made a formal complaint. They are failing their patients.

Abysmal. Unhelpful even if you do eventually get through on the phone. Absolutely no interest in caring for people or even doing the bare minimum of the job's requirements. And god help anyone who needs out of hours - Castle Practice dont even want to pretend they work there after 10:00AM. Call before 17:30 and still listen to a 17:30 WE'RE CLOSED MESSAGE. Then you call out of hours to be told that the practice is open until 18:00 so they wont even speak to you... I mean, if you hate it that much then just get a different job. You'll be happier and so will everyone else. You're wasting space and oxygen here.

Absolutely disgraceful experience with this practice as of recent with ignorant receptionists that have absolutely no concern for the health and welfare of the patients who need help most. Abysmal phone and online prescription services that again are adding to the suffering and leaving patients without medicine that is needed to treat chronic conditions! Stay away from this practice at all costs!!!!

An absolute disgrace of a practice. Years worth of experience here and not one of them a good, helpful, or pleasant. Incredibly rude, uneducated, uncaring and tremoundously unhelpful staff and doctors, if you can even manage to get an appointment in the first place ("appointment" being a phone call lasting no longer than 1 minute and 32 seconds.) Bitterly disappointed that this is what our health care is like.

Picking up a prescription for my wife, issued by the hospital and a doctor, then the receptionist questions why it was issued. Seriously?. Stick to answering phones and dealing with the public.

Tried to get a telephone consultation today at 10 am, lines were permanently engaged, eventuality got through to the practice at 10.20 am. I held on for a further 20 minutes only to be told that as it was now after 10.30 am they couldn't give me an appointment. Receptionist said the doctors had instructed that no appointments be accepted after 10.30 and I should try again tomorrow.

Absolutely disgraceful experience with this practice as of recent with ignorant receptionists that have absolutely no concern for the health and welfare of the patients who need help most. Abysmal phone and online prescription services that again are adding to the suffering and leaving patients without medicine that is needed to treat chro nic conditions! Doctors getting info from Internet, if you need some pills or anything they say you can buy it with your self, no trust, idk why they are overe there. Stay away from this practice at all costs!!!!

its a good thing i was not born a female because some of the girls on reception would be bald avoid this practice when possible.

The times of operation are so restrictive at this practice. It's very poorly run and a waste of taxpayers money. I wanted to know if it was safe to increase my medication but the receptionist didn't think that warrants discussion with a doctor so I suppose I'll just wing it and hope for the best.

I rarely use the NHS. The one time I need it, I was informed by the receptionist 'there are no appointments'. I replied: 'so there are no appointments I can make any time in the near future?' and she said no. This may be law right now or standard across the NHS but wow.

You would get better service at a vets. I'm trying to book appointments which I have asked to book by the hospitals. Reception wouldn't pick up calls and when you eventually get through they don't book it properly. The health system seriously needs to look at this place before someone gets hurt or killed

I have nothing but praise for Castle Practice. The staff are always very courteous on the phone and in person. The doctors, although having to keep to some kind of time limit in order to see everyone who needs seen, are very professional and caring. No matter how often I see them. I have chronic problems). Someone took a star off because of NHS issues but that is not the surgery's fault. They arw not perfect, who is? But they have managed so well the last couple of difficult years. A big thank you from my husband and myself.

Poorly run, and poorly managed. I had to pay for private healthcare for my wife for a normal every day procedures as castle practice do not have the facilities or staff to offer the services that is the norm in any other health centre. People needing doctors appointments are being ignored and fobbed off, some with very serious illnesses. This place needs investigated by an external body as it's not up to standard. Receptionist also likes to think she's a doctor and tries to pry on personal issues and gives out unwanted advice that she's not qualified to give. The doctors are good, if you can ever get them. It's the running of the place that needs looked at. It's under staffed for the size of the area it serves and the phone, email and point of contact isn't reliable or good enough.

Have always been seen quickly when needed to. Doctors and nurses are all very polite. Reception staff are polite and courteous and do not make you feel they need to know your medical issues to get an appointment as I have experienced in a previous practice. Confident in our care here.

I have no complaints about this practice (or the attached pharmacy) - personal contact with admin and medical personnel is professional and courteous. One star dropped because it suffers from NHS problems, viz, shortage of staff and resources. It would be interesting to read reviews from the staff concerning the patients!

I have been with Castle Practise for five years. I can honestly say I've never had any problems, the GP's are very caring, especially Dr Hamilton and Dr Fitzpatrick. Luke and Adam are absolutely lovely, they listen, and explain so very polite at all times. In my opinion you are very lucky to have them in your employ. Thanks again.

Was able to get ahold of the receptionist on the phone within 20 or so attempts yes! My GP is professional and kind person.