Submitted by collected by Healthwatch Norfolk staff28th July 2023
I think they are friendly and caring. The Drs are really nice and helpful. I am lucky - it is a very good surgery and I have been here for 55 years.
One tiny little niggle - the website is I think provided by general NHS - I tried to check my appointment for reassurance I had the right date and time as I had not had my usual text reminder through but I couldn't check on the website. The screen inside says I cant use it at Taverham but it wasn't a problem really.
Submitted by collected by Healthwatch Norfolk staff28th July 2023
I didn't try and call today I just came down and spoke to reception - I gave the symptoms and made a request for a sample. She went away and sorted it all straight away and the sample will be sent off today. So super quick and efficient. The receptionist is very friendly and that makes a difference
Submitted by collected by Healthwatch Norfolk staff28th July 2023
I would say they do very well, I have no problems whatsoever. I do like the receptionist she is very good to me - polite, talks nice and makes me feel welcome when I arrive. With appointments they will put me in if it is an emergency, but you can wait a month for a general appointment but that is not their fault though - there are too many people to deal with
Submitted by collected by Healthwatch Norfolk staff28th July 2023
The service once you are in is good but actually getting an appointment is not good and not with a regular dr - my dr left and I have not seen a proper dr since then - just locums and hospital visits. I am not knocking what they do, I know it is very difficult. The nurse side of things is good but getting an appointment is difficult you have to wait in a queue and we all have busy lives, but it can take up to an hour for them to answer the phone
Submitted by collected by Healthwatch Norfolk staff28th July 2023
They need to improve the telephones, I have been on the phone for an hour before and you just can't get through the line of people waiting. I wouldn't say they're bad but lots of the time I think ugh. All the staff are nice.
I have been in and out today and they have been really good, but I can't see the dr enough - you have to send in photos like we used to in lockdown. They have lots of locums here I can't remember the last time I saw my dr
It took me an hour of repeated calls to speak to a member of staff, I wanted some advise regarding the covid booster jab, explaining that I had experienced profound and prolonged side effects to the second covid jab, I simply wanted to speak with a medically trained member of staff for advice, as is advised by the NHS website regarding covid 19 vaccines, I was told the practice could not help and to telephone the 119 covid service, the 119 covid service do not employ staff that are medically trained, the 119 service told me to contact the 111 service, they told me they could not give any advise and that I should contact the 119 service. All in all, the Taverham surgery misinformed me as they must be aware of the capabilities of the other medical services. I feel very let down by Taverham surgery.
Reply from Taverham Surgery
Dear Anonymous
I sorry that you feel let down and misinformed by the Surgery but it is appropriate that Covid-19 vaccination queries are directed to 119 as you were advised by both the surgery and 111.
The following information is also provided via the NHS website page : https://www.nhs.uk/conditions/coronavirus-covid-19/using-the-nhs-and-other-health-services/
\"Help and support from 119
You can call 119 if you have questions or need help with:
COVID-19 vaccinations
COVID-19 testing
self-isolation
an NHS COVID Pass
a medical exemption form
a COVID-19 vaccination record\"
I would therefore conclude that you were given appropriate advice and not misinformed.
Disgraceful!
1
Submitted by Hayley Seeley29th November 2021
My elderly father in law has been trying to get through on the phone line to make an appointment to have his blood pressure checked, before he is allowed to continue with his repeat prescripton. He cannot get through at all. He visited the practice to make an appointment in person to be told that there was 'no one trained up to make the appointment', but to phone through ... surely the person taking the call could get up and speak to him to make the appointment? He does not have a mobile phone or laptop - he is in his mid 80's. When he asked me to try the website, it would not allow me to complete the form online as the practice was closed .... whats the point of the website if you can't use it outside of hours??? Have now completed the online form - will see whast happens now - all in all, a pretty bad show.
I tried calling to book an appointment for my 8 year old daughter. I started calling at 8.30 when the surgery opened and got the recorded message that reception on another call and that the que was full please try again. I constantly hung up and re dialled for over an hour and continued to get the same recorded message.
On calling the surgery 30 times over the course of a week and getting the message "patient co-ordinators busy call back later" I went the the walk-in centre in the city which was "open for business". Why is the surgery still in lockdown. I can see my dentist for treatment without any problems, which is far more intrusive, why can't I speak with a doctor/nurse. The surgery used to be good but the service is now below standard. I am not a person who moans a lot but feel this is justified.
After trying as hard as i might to get an appointment for around 3months as my online profile that i was instructed to set-up over the lockdown period has never worked and no-one ever answered my call as the line was always busy that my calls was automatically ended. I walked to the GP on an actual day off work and made an appointment and due to frustration begged for a face to face. I had a great appointment and was given a prescription that in my opinion has been successful however now that prescription has come to an end by some time, i called to explain that my symptoms have steadily begun to return and with vengeance but was fobbed off saying that it wouldn't be the prescription it will have been something else, and was made to had to cry and plead after being on hold for 45mins in pain following 2days of no sleep. I didn't get to speak to a GP (the previous or any other) but an overworked patient coordinator who was passing messages.
How can a call with a go between be healthcare? I do not take calling/visiting the GP lightly and only do so in extreme circumstances (which is probably the worst thing to do) but as someone with an underlying health condition, i would appreciate not being made to feel worse by my healthcare provider, but reassured and supported and i do not feel this in anyway. if it was worth changing GP i would but all are overworked under staffed and have long waiting lists so what's the point... Unfortunately i would not recommend my GP surgery to anyone....