Hellesdon Medical Practice

Used the on line service for the 1st time asking for 4 pm onwards appointment
There isn't any at all. Wen I then phoned up reception to discuss this they offered me 2
So why arnt later appointments not showing on website defeats the object really for not phoning reception!!
Emailed manager but surprise surprise no response!!

I contacted the surgery on several occasions and was told that I was unable to speak to management. I was advised to put my concerns in writing, which I did. My concerns specifically related to the Practice Manager. I was subsequently informed that my written concerns would be dealt with by the Practice Manager herself. I find it extremely concerning and difficult to understand how a complaint specifically regarding the Practice Manager's conduct and management could be investigated or dealt wit ... h by the very person the complaint was about. I would have expected my concerns to be reviewed independently and by someone who was not directly involved in the complaint. As per other comments - a change in management is needed.

What has happened to the surgery? I have been a patient for years and always been happy with the service but within the last year its gone downhil! I had a problem with getting an appointment and a prescription, asked to speak with the manager, told i needed to email the manager would not speak on the phone! What are the managers doing?

The Practice Manager, is consistently unreachable by telephone and maintains a written only communication policy that creates significant barriers for patients. Key concerns include complete lack of telephone response, poor practice leadership and administrative processes that make it difficult to resolve issues promptly. As a patient facing manager, their approach puts patients in the community who struggle with written communication or have accessibility needs at increased risk of experiencing ... delays or barriers in accessing care.

Had this as my doctors for 60 years and never had a problem, I can get an appointment fine and find the staff are all very very helpful and friendly.
I know people complain but they should just be a bit more understanding.

The nurses do well but to get an appointment with a doctor can be a long wait.
I have only seen a couple of the doctors and they are really good so if the others are as good then that would be brilliant.
I use the NHS app to find out what's going on as I have lots of conditions and have to go to the hospital a lot. They were good and referred me to the N&N quickly when I needed them too.

It's lovely, they look after me. They're so friendly and all of them are so good, we are lucky. As far as I'm concerned we couldn't live without them.

I don't often need an urgent appointment but when I have done I have got one and they always call you back.
The reception staff are lovely, really understanding, kind and helpful.
Communication between staff could be better, as you can be told one thing by one member staff and another will tell you that that's not right and tell you to do something else.

You are seen as soon as possible, and they are very efficient at getting you referred to the correct places. The reception is always very helpful and they give you lots of information that you actually need. The doctors are understanding of problems.

All the staff are friendly, pleasant and helpful.
The doctors are caring and they do listen, they take their time with you. But it can be a long wait for a doctor, normally 3 weeks unless it is urgent and can be longer if you want to see a certain doctor. It's frustrating because the waiting room is always empty.
A couple of months ago they ran out of paper cups and didn't get anymore for 3 weeks, had to ask reception for a mug, would of thought someone could of picked up some up, even if they ... kept them at reception, my husband has to take a pill after his appointment so it was a bit annoying to have to queue to borrow a mug.