Castle Street Surgery
The doctors and staff at Castle Street Surgery in Luton are proud to offer the highest standard of patient-centred healthcare. We run many clinics for the management of chronic diseases such as asthma and diabetes and offer a wide variety of other medical services including antenatal and postnatal care, minor surgery, childhood vaccinations and well-person check-ups.
In addition to everything you need to know about the practice you will also find a wealth of health-related information in the menu on the right hand side. Please have a look around and do send us some feedback if you like.
There is a ramp at the Surgery entrance for wheelchair access and we have disabled toilet facilities. Unfortunately we are unable to provide patient parking due to limited car park access.
Registering for Online Services
Please note: Due to confidentiality purposes if you wish to register for online services you will be required to provide 2 forms of identification at reception and complete an application form. Your user name and password will be issued once I.D has been verified.
New Telephone System and increased use of telephone appointments.
The surgery has received a number of comments regarding the telephone system and ability to make appointments.
The surgery is not alone in receiving these comments as we have also seen an increase in demand in line with the rest of the country.
There is a national shortage of doctors in primary care and the number of patients who did not attend their appointment without any notice at the surgery in July was 110.
To help alleviate the problem we are trialling the way we answer the telephones and are increasing the number of telephone appointments available. This will be implemented over the next few months and we would welcome feedback on how the new system is working.
The immediate changes you will experience from the 22nd August are:-
You will be sent a text reminder when you have an appointment booked which is not for the same day. You will be able to cancel this by texting back to the surgery; this will automatically cancel the appointment. Please ring if you need to rebook an appointment.
The telephone lines will be open from eight o’clock in the morning for all requests. To help the surgery run smoothly we ask that if possible you ring later in the day for test results to help with the telephone demand.
All patients requesting an appointment will be asked some questions by the receptionist and will be offered either a telephone call by the doctor or an alternative appointment with our specialist trained Nurse Practitioners.
Our nurses have received extra training in minor illnesses and are able to prescribe medication.
By offering telephone appointments and giving advice we can support patients to be able to speak to or see a doctor on the day that they call.
Many people do not need to come into the surgery at all, repeat prescriptions can be ordered on line and sent to your local pharmacy for collection.
However if after speaking to the doctor, they feel that you need to come into the surgery they will make an appointment for you, this can be the same day or on a day that you both agree to.
All calls received before 10am will receive a call back in the morning, calls received after this time will be called during the afternoon to early evening.
You will be able to still book practice Nurse Appointments in advance.
Frequently asked questions
Can I see a doctor.
The new appointment system being trialled at the practice should make this easier and by speaking with the doctor, they will be able to determine if you need to be seen in the surgery.
What do I do if I need an urgent appointment?
Telephone the surgery number and tell the receptionist that your health problem is urgent. They will ask you some questions and if appropriate they will get the Duty Doctor to give you a call.
Can I still make a telephone appointment for a home visit?
When requesting a home visit, the doctor will ring you back and discuss your problem with you. They will then decide who is the best member of the clinical team to visit you if you need to be seen.
Are telephone appointments safe?
Yes the doctor will ask you some questions to help them make a decision about your care and whether you need to be seen in person or not.
If your Doctor needs to examine you they will ask you to come to the surgery for an appointment. If they believe you need to be seen they will always ask you to come to the surgery.
What happens if I have trouble using the telephone?
If you have difficulty using the telephone you can still come into the surgery to book an appointment. You will be added to the doctors list and they will book you an appointment or advise you in the same way.
Will I be seen quicker if I come to the surgery?
Unless your problem is an emergency, you will not be seen quickly if you come into the surgery to make an appointment. You may have to wait at the surgery, so if you can telephone for an appointment, it will be more convenient for you.
I’m not comfortable telling the receptionist what is wrong, do I have to?
Knowing what your health problem helps the staff at the surgery make sure you speak to the right person as they are trained to identify those people with more urgent problems so that they are seen quickly.
(Site updated 22/09/2016)