Castle Partnership

Feedback

• Phlebotomist Nice

  4

  Submitted by Collected by Healthwatch Norfolk staff 10th August 2022

  I do not have the need to use the surgery very often. The phlebotomist that I saw today was nice. I know they are short staffed. I am seeing a doctor next week.

  
  
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• The doctors listen

  4

  Submitted by Collected by Healthwatch Norfolk staff 10th August 2022

  The doctor listens and I don't feel rushed. They helped my daughter with her mental health in the past and took it seriously. I find them very welcoming.

  
  
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• Top of the tree

  5

  Submitted by Collected by Healthwatch Norfolk staff 10th August 2022

  The reception and treatment I receive is top of the tree. I feel like I have their full attention, some appointments run over the 10 minutes but I never feel rushed and I feel listened too. It's much better now the nurse or Doctor comes out and calls you name as I found it hard with the old tannoy system due to the hearing aids I use distorting the sound due to the acoustics of the waiting area.

  
  
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• Feel fobbed off

  1

  Submitted by Collected by Healthwatch Norfolk staff 10th August 2022

  I feel fobbed off by the surgery. I have been asking for help with my mental health. I just need to be sent to see someone to talk to but I have been fobbed off with medication, I feel I have been left to fend for myself and have had to look online and use podcasts to help me through. I have been fighting for 9 years and it has got me down. I have also had a lot of symptoms for the menopause that I have been complaining of for a while but it was not till I watched a programme about it that I thought it could be the menopause. I would really like some treatment of it as I feel dreadful but they refuse to do a blood test till my periods stop. I have been referred to a gynaecologist but it is a two year wait. I will say though when I found a lump in my breast they were amazing, the nurse that checked me out at the time called someone in for a 2nd opinion and they then got me into the breast clinic straight away. Dr Morley is lovely and on it but she can't hold it together all on here own.

  
  
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• Very professional

  5

  Submitted by Feedback collected by Healthwatch Norfolk 9th August 2022

  I am saying 4 but would give it 4.5 if I could. The staff are very professional and I have seen them being very calm and professional with some patients who presented with some challenging behaviour. I always get an appointment and everyone is very nice.

  
  
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• Friendly and helpful

  5

  Submitted by Feedback collected by Healthwatch Norfolk 9th August 2022

  It's good. I have only lived here just over a year and compared to my previous surgery people are friendly and more helpful. It's also a nice clean environment and I can always get an appointment.

  
  
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• Very understanding diligent and thorough

  5

  Submitted by Feedback collected by Healthwatch Norfolk 9th August 2022

  For every appointment they are very thorough, very understanding, very diligent. I feel listened to and they are always very good. They are doing the best they can.

  
  
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• They are very kind and helpful

  5

  Submitted by Feedback collected by Healthwatch Norfolk 9th August 2022

  They are very nice, I can't fault them. They are kind and helpful and I am always very grateful. I have never had a bad experience here.

  
  
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• dont answer phone

  3

  Submitted by Anonymous 26th July 2022

  i have been trying to speak to a receptionist by phone as i need to get to speak to a dr. not picking up phone after 30 minutes waiting. Not able to leave message on website anymore...so how do we get in touch with the surgery?

• Reply from Castle Partnership

  Good afternoon Thank you for your recent feedback. I am sorry your experience did not meet the standard you expect as a patient. Following an increase in staff absence, we have now changed the way the calls are answered which should reduce the waiting times on the phone, and are also reviewing access to the website. We hope to announce the changes very soon. Once again, I am sorry you were not able to get through on the phone, and I hope that the new processes will prevent similar problems in the future. Best wishes. Karen Bilby Practice Operations Manager Castle Partnership

• Poor appointments communication

  4

  Submitted by Andrew Sutkowski 20th July 2022

  I received a text on 29th June informing me of an appointment at Tuckswood on 20th July at 9:40. I then received a confirmation text from Mile End surgery on 13th July with a web link. Following the link confirms the appointment with day, date and time but NO location. I went to Tuckswood for the appoinment and was told it was at Mile End!. Could you please include appointment location in the web link messages. Thanks.

  
  
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