Campingland Surgery
Feedback
-
Blood Test
27th November 2023I had a big operation with 5 keyholes in my stomach and was experiencing some muscle spasms problems and needed advice about the anti sickness tablets the surgery told me to go back to surgeon or google! After 5 nights of no sleep I went back to the surgeon and it was late in the evening and I needed blood tests the hospital dept was closed. I rang the GP Practice to ask if I could have an emergency blood test so it was local and after the surgery I had undergone and no sleep I was told to wait a week or go back to the hospital next day. I was not impressed with this as I am supposed to be home resting with a 6 week recovery and prone to pick up infections. I think the surgery should keep a few time slots for emergency blood tests at least. I don't feel supported by the surgery at all.
-
Reply from Campingland Surgery
Good Morning, I'm sorry you felt you needed to write this. The Surgery completely take on board your comment about emergency blood appointments and we have added this to the daily clinics to try and better facilitate patients needs. -
Extremely poor service
21st March 2023My wife has been very ill for a few days. She called for an appointment to be told they had all now gone. She explained her condition and was informed the pharmacist would call her back! She waited all day for a call but nothing. It is now the next morning and she is progressively worse. We will attempt once again to make an appointment when they open.
-
Reply from Campingland Surgery
Dear anonymous We are extremely disappointed to read your review, the title and the rating you give us on the back of the wider NHS service issues. The GP service in Norfolk, on any given week or month, has a 10% over demand to its capacity (NHS Norfolk & Waveney data). We provide roughly 9 appointments a year on average for each one of our 7500+ patients, but even these 67,500+ appointments a year are not enough to guarantee a same day callback service for all conditions. For those that are ‘very ill’, as you detail, the GP service is not an appropriate call anyway - a call/online contact to NHS 111 is the recognised contact point for the care needed. The fact the receptionist took your wife’s details and appropriately passed these through to an NHS Pharmacist is absolutely the expected and right thing under the NHS England plans to continue to provide GP services to the UK population. The fact that the pharmacist did not get back to your wife that very same day is not what one might like in an ideal world - but is wholly understandable in the NHS at this time of huge and inexorably rising demands. The Government is conducting a review of general practice at this time - we do hope that a service to continue to meet the GP needs of the UK population will be the outcome - but, again, the huge rise in demands on practices (11% across the UK in the last 3 1/2 years) means that it is likely there will be further ‘survival plans’ to come in future. We hope your wife has had a successful contact from the NHS pharmacist in the time you read this response to your posted feedback on the wider NHS service. -
Rude receptionist
6th March 2023I called this morning to get an appointment. I was told it would be a phone call on the first instance, which is annoying but I understand they are busy. When I told the receptionist what was wrong she said I actually couldn't have an appointment and needed to go to a pharmacy. I told her I wasn't well enough to go trapsing round to find a pharmacy that was open. She huffed at me and reluctantly have me the appointment. Why does the receptionist feel she is qualified to say whether I do or don't need an appointment.
-
Reply from Campingland Surgery
Dear anonymous Thank you for your feedback - we are very sorry if you feel that the receptionist was rude, and would be very happy to listen to the call and to provide further assessment of the call if, on reflection and after a couple of days since the call, you still feel the same way. Please do contact the practice managers with further details if this is indeed the case. The fact that the receptionist acted to direct you to another arm of the NHS is absolutely in line with the wider NHS requirements, to allow survival of all NHS services at this testing time. GP surgeries are tasked by NHS England with dealing with certain things and passing other things through to a more appropriate solution. This is what happened in your case so it is frustrating that you were not aware that NHS Pharmacies are the appropriate place for some ailments and less serious issues as you were experiencing. It is not a case of ‘traipsing around to a Pharmacy’ as you put it - more the survival of the whole GP service in the UK, against a backdrop of an 11% increase in demand in just 3 years, 2019-2022 (in Norfolk the increase is actually 12% across the 3 years). The reception team have recently had more care navigation training, and the new national NHS GP contract requirements specify that GP practice receptionists must be directing patients to the most appropriate NHS solution - in your case, the Pharmacy. The ongoing NHS ethos of ‘right care, right place, right time’ will continue and indeed increase under the new requirements. That ethos certainly does not mean the GP surgery picks up all minor ailments, as you experienced when directed, quite rightly, to the Pharmacy. Apologies from the surgery for your feelings - please do make contact with those further details if you would like the call listened to and then further contact to discuss things on the back of that review. -
Excellent Surgery
6th February 2023As a longstanding patient at the surgery I would like to commend them on providing an excellent service. I have always found all the staff to be very helpful and polite. The standard of care has been exceptional. During mental health week, I would like to draw attention to the understanding and sensitivity with which doctors support patients with mental health challenges. Well done and keep up the good work.
-
Reply from Campingland Surgery
Dear anonymous Thank you so much for the really positive feedback on the service we provide those with Mental Health challenges, an area of health which has its own wider issues. Thank you also for the title of your review and give star rating. It is so good to read your praise for Campingland Surgery and learn of your thoughts for our care provision. Thank you so much. -
Brisk receptionist/face to face appointments
15th December 2022The reception staff have gone downhill The dispensary can’t cope with the amount of work they have I can never get a face to face appointment with a GP The guidance changes depending on who you speak to on reception, if you want to get an appointment with a particular GP The surgery is like a ghost town when you do visit The practice manager doesn’t get back to you The Drs are usually really good
-
Reply from Campingland Surgery
Dear Anonymous Thank you for your feedback - I am really sorry if you feel I do not get back to you, which is something from the responses on this site I do take very seriously. Indeed, I am responding to this post whilst away from the surgery on annual leave - that is how important it is to listen to feedback, understand your thoughts and reply to them. I am sorry that you feel things have changed for the worse- that is certainly true of any aspect of the NHS at the moment, as whichever arm of the NHS you look at, it is trying to deal with almost impossible pressures. We do not have a ‘magic wand’ to do the impossible I’m afraid. These pressures are leading to many, many staff questioning their future in the NHS and I am truly sorry that you do not feel we have been trying to do our best in the very difficult circumstances. As to your point of the surgery being like a ghost town, all I can say is that it depends when you visit and how you contact us; the clinicians may be using the patient’s preferred methods of contact when you are in the surgery. I do hope that Campingland Surgery is able to meet your primary care needs in the coming years - but please accept that general practice in 2022/23 is very different to 2002 or even more radically, 1982. Who knows what the Government review of the NHS will throw up in 2023, but I hope you get the service you are looking for in years to come. Ian Wilson Practice Manager -
Excellent service
5th October 2022I have been registered with the surgery for some time now. I am an EU national so our health system is different. Personally, I do not use the service without a reason as I prefer to use the message service, so whenever I called they were brilliant to allocate me an appointment as soon as. A couple of times that I needed an urgent one, both GPs and reception were extremely helpful and went above and beyond to help me. All of the doctors I dealt with were extremely knowledgable and professional as it is expected from a GP however Dr Clayson always will spend this extra second to listen to you something that is not always easy with the stretches NHS experiences. NHS is changing and the old good days that a GP knew the name of your favorite pet have passed, we have to accept that. I read several comments about reception. Maybe they are fair comments, however have we all consider our approach and behaviour towards them? Why I have the right as a patient to be in pain,anger,bad mood but they don't? They have to be compassionate and empathetic but we don't? They sit in a chair sometimes 10 hours, underpaid as majority of us. Yes it is they are job but we have to consider our attitude too, none of us is perfect. Phone calls are monitored and if any of us feel that was treated unfair for example, can always request a review of the call. Let's be all more kind to each other. I have to say that personally I have no problem with the reception staff, always do the extra mile and the communication between me as a patient and the staff is always exceptional. I know when the GP will contact me and this happens without fail. They respect my needs and wishes and provide me with holistic care. I feel valued and respected, and I am able to receive informed decisions regarding my treatment. On this note I would like to say thank you to everybody in the surgery for their service specially during the pandemic, and if I ever upset you please accept my apologies. Please continue your excellent job and be assured that it is much appreciated.
-
Reply from Campingland Surgery
Dear Fani Thank you ever so much for your kind words and 5-star review of the Campingland Surgery. You cover so much in your review, but it is particularly heartening to know that you feel we provide excellent service and that communication between the surgery and you, as the patient, is always exceptional. Your comment about \'let\'s be more kind to each other\' is so valid and has a wider resonance across all aspects of life too! Thank you for kind thoughts and the really glowing feedback you have provided on all that we do. Ian Wilson Practice Manager -
brillant surgery
1st October 2022I wanted to thank Ian and the receptionist for the excellent care I received through yourselves, the paramedics and the hospital. It was outstanding.
-
Reply from Campingland Surgery
Dear Anonymous Thank you so much for your kind words - I am so glad that everything worked out well after your scare and the care from all the aspects of the NHS was as you, and I, would hope for, even in these very pressured times. I will make sure that the receptionist who was involved is aware of your kind feedback. Very best wishes Ian Wilson Practice Manager -
Very poor service and rude receptionist
14th September 2022I contacted the surgery via email listing my medical issues and waited for contact when I left work the next day I noticed a missed call on my phone .I immediately phoned and was greeted with a plesent receptionist who understood that I can't use a phone at work and she said she would arrange for a call back the following day after 16.00 . At 17.00 the following day I contacted the surgery to be greeted by a very rude receptionist who refused to listen to me and kept stating call after 08.30 and insinuated I was lying and doctors don't call back after 16.00
-
Reply from Campingland Surgery
Dear Esther Thank you for your feedback, which, having listened to all the calls, I have to say appears to be a clear case of misunderstanding on both sides. Apologies from me, on behalf of the surgery and reception team for our part in these misunderstandings. The receptionist you spoke to on the 13th September went ‘that extra mile’ to expressly accommodate your very limited contact availabilities at the telephone. She had indeed made a note on the back of the previous day’s failed contact and answerphone message that the GP should ring after 4pm the next day. That after-4pm callback was indeed still ‘to be actioned’ on the 14th September when your call came in to the surgery at 4:45pm chasing it. The Doctors certainly do make calls after 4pm, as the outbound call you later received at 6:25 pm confirmed. On many evenings the GP.s are still here into the late hours, dealing with outbound calls, just such as the one you wanted that day. It is clear from listening to the chasing call into the surgery that you made at 4:45pm the receptionist had not realised that her colleague had indeed, gone ‘over and above’ the previous day. I am sorry for this misunderstanding, and also that the extraordinary service you received the previous day only stored up the problems you now title in this post as ‘very poor service’. I am happy to arrange for you to listen to the call you made that afternoon if you wish, but cannot agree that the receptionist was rude – merely reiterating her understanding of the situation, which was, of course, in error. There was no insinuation that you were lying, just a false understanding that was based on lack of correct information. In closing, I know all three receptionists you dealt with across the three days were trying to assist your medical needs, and apologise that the misunderstanding on the third call led to your feelings as expressed here. I am glad that the callback the GP provided later that evening, as arranged on the second call, has led to timely ongoing care for your medical needs. Ian Wilson Practice Manager -
records not up to date.
11th August 2022I have regular vitamin b injections, every three months. I have noted that my records are not up to date.the practise is loosing out on a dispensary charge, as well as consultant payment. then when i come for my appointment i am told i over due. My last one was on 9th june.
-
Reply from Campingland Surgery
Dear Kim Thank you for your review of Campingland Surgery. Some of what you have detailed in your review does not make any sense to our practice records, as I have been able to review them. Obviously, I cannot go into further details on this public forum, so thank you for your comments, and, if you wish to have a more detailed response, please do contact me through the normal practice e-mail account at campingland.mail@nhs.net, rather than this 'open access' public website. Ian Wilson Practice Manager -
Excellent Service from Dispensary
7th June 2022I just wanted to say what excellent service I received from the Dispensary today. I fractured my ankle two weeks ago and while collecting a prescription I queried whether or not I needed to take aspirin before I fly, as recommended by the hospital, as I had never taken it before. They were unsure and recommended that I spoke to a pharmacist however, by the time I got home Debbie had spoken to a Dr on my behalf and called me to say yes. The dispensary are always helpful but this is going above and beyond. Thank you!
-
Reply from Campingland Surgery
Dear Andrea Thank you so much for such positive feedback on the Dispensary service you received yesterday. It is really heartening to read your thoughts, particularly as the service you describe came on the back of a 4 day Bank Holiday weekend, which naturally has a knock-on effect for the Dispensary in the following week. I will make sure the Dispensary team, and Debbie in particular, are fully aware of your kind words. I hope the ankle heals as quickly as possible and the forthcoming travel is a wonderful pick-me up after your obviously testing last few weeks. Ian Wilson Practice Manager