Campingland Surgery

Feedback

• Excellent

  5

  Submitted by George Sorrell 30th March 2024

  Excellent care from everyone. Friendly, easy and left me feeling happy and grateful.

• Reply from Campingland Surgery

  Thank you so much for your positive feedback and sharing your experience with us at Surgery.

• Fantastic service

  5

  Submitted by Victoria Barber 11th February 2024

  I have recently moved to the area and registered with this practice. I have been incredibly impressed with the service - reception have been incredibly helpful with scheduling appointments, the appointments have been on time and efficient. The experience is very different to that at previous practices. I'd particularly like to thank Caroline and Suzanne for their friendly, professional, and efficient approach to appointments.

• Reply from Campingland Surgery

  Thank you so much for your feedback. Its great to hear we have made you feel welcome to our Practice.

• An excellent practice

  5

  Submitted by John Richardson 17th January 2024

  I have been with Campingland for 15 years, and have always received thoughtful and appropriate care - and I have a range of complaints, so I have needed the Practice quite a bit. The whole healthcare scene has changed so much recently, and we are fortunate to get the level of service we do. I well remember the days when you could just turn up at the doctor's door and sit and wait until you could be seen. Those days are long past, although if that's what you really need, the Norwich NHS Walk-in Centre on Rouen Road is superb. But the population is half as great again as it was 70 years ago, and the medical advances are so rapid that far more people can be treated without just giving up and accepting their fate. So, to those who complain, I would say we aren't like a car that can be put right in the garage, we are complex organisms and we are privileged to have a health service at all. Be realistic and treat those who have dedicated themselves to health care with respect.

• Reply from Campingland Surgery

  Thank you so much for your kind words for all healthcare professionals. You are correct that the service has changed so much in recent years which the staff continually look at ways to improve the service for all.

• Excellent Practice

  5

  Submitted by Liam Cross 14th January 2024

  The staff, doctors, nurses and dispensary team here are excellent. I can’t honestly say I’ve had a bad experience with them. I try to phone at 8.15 on the dot, but even if I forget and phone at 8.30 I still usually get a same day appointment. It’s always a phone call in the first instance, but I think this is absolutely the right approach, as many things can be resolved over the phone (and indeed on many occasions my issues have been resolved during the telephone call). Rest assured if the GP needs to see the patient face to face they absolutely will. If the people complaining had experienced other practices in the Norfolk area, they would also be more than grateful for the service here. If you speak to a GP during an appointment and disagree with what they’re saying or don’t feel you’re being dealt with in the correct way, just tell them there and then, don’t just accept it and then leave a bad review. You’ve got to be an advocate for your own care. You know your own body. Excellent practice, superb!

• Reply from Campingland Surgery

  Thank you so much for your kind words and support for the Practice staff. With many people unable to get to Surgery for face-to-face appointments, telephone calls are an approach that many find fits into their lifestyles, and as you say many things can be resolved this way. Face to Face appointments also have their place and when required are something that we of course still utilise. We promote open conversations, and you are correct if you are not satisfied it is important to voice this, whether at the time or soon after so it can be dealt with accordingly

• Terrible

  1

  Submitted by Susan knight 5th December 2023

  I’ve been at this practice 1 year . Every time I have problems getting my automatic prescription. I’ve not had a new patient check , I’m on biological therapy so injections which compromises my immune system. I’m prone to infections. When I’ve needed antibiotics I have to practically beg for them ! I’ve seen a Doctor once for a chest infection. I was at East Harling before where they are amazing but moving I had to change . I was sue hypertension, diabetes bloods in sept . I’ve made an appointment now as no one has bothered to chase this up . I also have 3 monthly bloods for biology so will have that too . How cqc rate this surgery as good I’ll never know !

• Reply from Campingland Surgery

  Good Morning, I am sorry you have felt the need to submit this feedback. Unfortunately, I cannot discuss patient specific issues on this forum, but please feel free to contact Surgery on nwicb.campingland.mail@nhs.net if you would like me to investigate your care where I can respond to you in more detail.

• Blood Test

  1

  Submitted by Wendy Platups 27th November 2023

  I 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

  1

  Submitted by Anonymous 21st March 2023

  My 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

  1

  Submitted by Anonymous 6th March 2023

  I 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

  5

  Submitted by Anonymous 6th February 2023

  As 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

  3

  Submitted by Anonymous 15th December 2022

  The 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