St Catherines Surgery - Cheltenham

Amy S.

If you actually want to see a GP when you need one – avoid this surgery like the plague.
I contacted them well over two weeks ago and completed the online form, as instructed, and received a text saying I would be seen by a GP within 1–2 weeks. Instead, over two weeks later I finally receive a text with an appointment I can’t attend. When I called to rearrange, I was told reception staff aren’t allowed to help and I’d need to go through the entire process again.

This is an utterly inefficient and frustrating system – a complete waste of taxpayers’ money. The surgery should be ashamed of how it fails to support the local community it is funded to serve.

Diane P.

I am 80 and generally fit. I asked for an appointment 3 days ago. I was informed that I will get a 'routine' appointment. presumably before I die! I have since developed a persistenat cough with a crackly chest. I know that I need to see a doctor but I don't know what to do.

Kasia H.

Waiting for approval of repeat prescription.
Since 29th of March:
We are 10th of April now.
Two calls later promised it will be done.
No complaint link on website. Very convenient.

Sharon T.

My elderly father who suffered from alzheimer's was a patient of this practice as they hold the contract for the nursing home in which he resided. He was let down badly when the GP failed to monitor his medication (even though he was known to have serious side effects from the medication previously). He became so sedated that he could not eat or drink and collapsed. I tried unsuccessfully for 3 days to speak with any GP from this practice but no one contacted me back. I have taken my complaint to NHS England and it has been partially upheld it is now with the ombudsman as I feel it should be completely upheld. I have been told that things have been done to improve the situation with responding to calls by the present practice manager but from the reviews it would seem to me that nothing has changed. I personally do not think that this practice has the necessary time and compassion to hold a contract for a large 80 bed nursing home full of vulnerable people.
My 90 yr old uncle is also a patient of this practice and tells me that he has problems getting routine appointments and repeat prescriptions. He tells me that this has only happened since a change of ownership. All in all even taking in to account current problems within the NHS this doesn't seem acceptable to me.

Alexandru M.

I've never ever gotten help from the surgery. Just a couple of tests here and there without the following treatment plan. Even with the new management, they just don't care about their patients. All they care about is their financial situation.
I don't want to be petty but I am struggling with lots of medical conditions for the past 5 years and I am getting tired carrying them all everyday knowing that I'll never get the proper care and the help I need.

Cheers

Charmaine

I was put on hold for 50mins, so made my own way to surgery quicker than they could answer their phones. Asked them about this and why are their phones not calling? All they could give was a petty "sorry" and that they was busy. Definitely need to change surgery. Disgusting. I'm sure their are so so many that agree. Filled in triage form to ask when I would like to be seen 'I said I was waiting in waiting room' and messages back saying I can wait 3 hours. Just wow. Every doctors surgery in Cheltenham has to be better than this one

Sofi R.

You know what they say… first impressions are so important! The receptionists are always lovely and welcoming when I arrive.

Recently I have needed some last minute appointments and the surgery has gone above and beyond to accommodate these despite being super busy already!

In particular I would like to say a huge thank you to Alice! She is an absolute superstar and an asset to your nursing team. She always greets you with a smile and goes the extra mile to ensure her appointments are carried out with compassion and empathy. I believe one of the greatest gifts you can give to someone is a listening ear and the gift of feeling heard. Despite the fast paced nature of GP appointments, Alice somehow manages to find to find a way to make you feel heard and important.

I would like to say thank you to Donna who has also played key role in squeezing me in for appointments! She always appears to be in high spirits and remain positive regardless of the all the current pressures placed on the surgery.

Sending many thank yous to all of the team at St Catherine’s Surgery!

Sharon C.

The receptionist I spoke to was very rude yesterday and today they think they are the doctors. I was spoken to like a school girl. My husband has cancer and I’m his carer and have been for the last 2 years but that doesn’t seem to matter. There is a distinct lack of compassion being exercised by certain receptionists in this practice and it’s extremely frustrating trying to get information from them.