Beechcroft Surgery

Feedback

• Application for Medical Exemption Certificate - LOST

  1

  Submitted by Anonymous 31st October 2024

  I had to jump through all the hoops, take time off from work, go down to surgery, complete form as requested. Told that this would then be sent to Dr for completion and then posted off to the NHSBSA Exemption department for renewal. I did this on 14/10/2024. Today 31/10/2024 I called the NHSBSA Exemption department to find our where my renewed certificate was and they advised they had not received the FP92A form. 3 Calls later to Surgery because nobody could answer my query from the surgery, finally got a call back from Heather at Surgery to say form must of got lost and I have to come in and repeat the entire process. So take more time off work complete the form and wait. When I asked if I could get the form back and post myself, I was told NO not possible! In the meantime I will be looking to renew my meds and have no certificate through no fault of my own. Not even able to tell me when the surgery posted my form off in the first instance. Not acceptable service.

• Reply from Beechcroft Surgery

  I am sorry to hear you are understandably frustrated by this situation. The surgery process upon receipt of the exemption certificate is, notify the GP, who then verifies, signs and stamps the renewal form. The certificate is then posted to NHSBSA. Dependent on workload, the timeframe for this is generally within 1-2 weeks. As a learning outcome the date of receipt and completion will be documented on the patient’s journal to enable all staff to give patients, correct up to date information regarding completion/ postage from the practice point of view. Thank you for your understanding.

• Shocked

  1

  Submitted by Mrs Janet Cross 19th March 2024

  I have just discovered that my husbands regular 6 monthly blood tests ordered by the hospital in 2022 for MGUS ( a condition which can lead to Blood Cancer) have NEVER been carried out. Neither have his PSA blood tests. I am shocked and upset.

• Reply from Beechcroft Surgery

  I'm sorry to hear about this situation. Please do not hesitate to contact the surgery to discuss this and any symptoms or changes in your husband’s health with the GP and to discuss a plan if appropriate to ensure that future tests are scheduled and completed on time. We will endeavour to help identify any lapses in communication or record-keeping. If you need further assistance navigating this situation, please don't hesitate to ask.

• Appalling surgery

  1

  Submitted by Anonymous 6th February 2024

  Some of staff are good, like most of the nurses, and the GP assistant, one doctor is great. The other GP are rude and no bed side manner, the reception staff are hit or miss depending their moods if you ask me, they fob you off when chasing letters up etc, so slow.

• Reply from Beechcroft Surgery

  Thank you for sharing your feedback. It's valuable for us to know about both positive and negative experiences within our staff. We appreciate hearing that most of the nurses, the GP assistant, and one doctor have been providing excellent care. However, I'm sorry to learn about your dissatisfaction with the bedside manner of some GPs and the inconsistency of reception staff. Ensuring a positive experience for our patients is paramount, and we will address these concerns promptly. We'll work on improving communication and responsiveness to ensure all our patients receive the high-quality care and attention they deserve. If you have any specific instances you'd like us to address, please don't hesitate to let us know. Your feedback helps us continually improve our services. Kind regards Beechcroft/Old Palace Surgery

• Compared to my last surgery beechcroft are A+

  5

  Submitted by Christopher Goulding 29th November 2023

  Appointment when I want , boking in advance , no wait for physio treatment I could get , pharmacy that dispenses immediately with no 20 minute wait.

• Reply from Beechcroft Surgery

  Thank you for taking the time to give feedback. We are pleased that the surgery have been able to manage the appointments that you have needed. We will continue to try to deliver this standard of service. Whilst the pharmacy is not part of the surgery, we are pleased that the service was good, and we will let them know your comments. kind regards Beechcroft Surgery

• My mother has been seen by a Dr to review her medication

  1

  Submitted by Mia Jackson 14th November 2023

  My mother has been seen by a Dr to review her medication. I attended the clinic with my mum as a interpreter as my mum does not speak English. The Dr was very abrupt, not lessening and their lack of empathy is flabbergasting. They refused to discus pain management, saying that chronic pain doesn't have treatment. As a health care professional myself, I understand about chronic pain, however, their is always something we can do like: showing empathy, try certain medication or refer patients to pain management clinic. Ignoring the patient pain, would not make the pain go away. In fact would more likely increase other problems, like depression, etc. Although my mum did not understand what the Dr was saying, she felt that they were unhelpful and that the Dr did not care about her or her medical issues. In the waiting room she asked me " do you think they behaved that way because I am a foreigner?". Once again as a daughter and health care professional I feel extremely disappointed and let down. I would not be happy to see this Dr again. Thank you. Kind Regards

  
  
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• Discuss UTI problems

  4

  Submitted by Anonymous 25th September 2023

  Very satisfactory tel appt with Dr Ross. She was very understanding and sympathetic to my problems and a course of action was instigated which hopefully may alleviate future issues. I feel very happy that I have been treated well. Thank you

• Reply from Beechcroft Surgery

  Thank you for your kind words and response. We will pass this on to the GP. Kind regards Beechcroft Surgery

• Always a friendly face

  5

  Submitted by James woodsmith 25th September 2023

  Every time I have needed help this surgery has always been there and I usually get to see someone quickly, in this day and age is a blessing, always friendly staff and they put you at ease

• Reply from Beechcroft Surgery

  We are pleased that you have positive experience at the surgery, I will ensure that the staff are aware of your comments, and strive to continue with the good service. Kind regards Beechcroft/Old Palace Surgeries

• Receptionist needs extra training

  3

  Submitted by Anonymous 28th August 2023

  With the exception of one lovely lady, your receptionists are very very rude. Thankfully I don’t need to visit the practice too often or call but my family as well as myself almost have to steel ourselves to make a call. Why is this?? Simply no excuse. If we all spoke to people in the way your receptionists do we would be out of a job. Can the manager organise some training? Please?

• Reply from Beechcroft Surgery

  We are sorry that you have not had a good experience with the surgery. It can be a very difficult and stressful job, but we would always expect the reception staff to be welcoming to all patients. We will look into this. Kind regards Beechcroft Surgery

• Care and compassion

  4

  Submitted by Anonymous 3rd August 2023

  I have been a patient here for several years. I have had more good experiences than bad ones. However, I have sometimes heard reception staff being a little brusque and unhelpful when dealing with patients. I am aware that their job can be stressful, but, it should be remembered that, when people feel unwell and need medical help, they are at their lowest ebb. They do not want to have a fight with a receptionist ( or doctor!). Let's see some kindness and compassion from all the surgery staff, medical and non-medical.

• Reply from Beechcroft Surgery

  We truly value your input as a long-standing patient of ours. We're pleased to hear that your experiences with us have mostly been positive, and we appreciate your understanding of the challenges our reception staff sometimes face in their roles. Your insight is invaluable, and we fully recognise that when patients come to us for medical assistance, they're often feeling vulnerable. Kindness and compassion are indeed the cornerstones of excellent patient care, and we take your feedback on board.

• Poor service received

  2

  Submitted by Anonymous 27th June 2023

  I have been a patient at Beechcroft Surgery since moving to New Costessey in February 2021. The service I have received in this time has unfortunately been poor. The support staff do a good job, but the GP’s are clearly extremely over worked with little time for patient wellbeing in my personal experience. I appreciate the current challenges the NHS is facing, but local residents deserve better. I will be moving to an alternative GP practice.

• Reply from Beechcroft Surgery

  Thank you for your feedback, I am very sorry to hear that you are not satisfied with the care provided by the surgery. Whilst this is not an excuse, unfortunately the demand in primary care has increased significantly and ourselves and many other services are extremely pressured. We would like to take this opportunity of assuring you of our commitment to providing safe and sustainable care to you and all of our patients. We do endeavour to provide our patients with the best possible service which we can.