Campingland Surgery

Feedback

• Excellent service

  5

  Submitted by Fani Bravou 5th October 2022

  I have been registered with the surgery for some time now. I am an EU national so our health system is different. Personally, I do not use the service without a reason as I prefer to use the message service, so whenever I called they were brilliant to allocate me an appointment as soon as. A couple of times that I needed an urgent one, both GPs and reception were extremely helpful and went above and beyond to help me. All of the doctors I dealt with were extremely knowledgable and professional as it is expected from a GP however Dr Clayson always will spend this extra second to listen to you something that is not always easy with the stretches NHS experiences. NHS is changing and the old good days that a GP knew the name of your favorite pet have passed, we have to accept that. I read several comments about reception. Maybe they are fair comments, however have we all consider our approach and behaviour towards them? Why I have the right as a patient to be in pain,anger,bad mood but they don't? They have to be compassionate and empathetic but we don't? They sit in a chair sometimes 10 hours, underpaid as majority of us. Yes it is they are job but we have to consider our attitude too, none of us is perfect. Phone calls are monitored and if any of us feel that was treated unfair for example, can always request a review of the call. Let's be all more kind to each other. I have to say that personally I have no problem with the reception staff, always do the extra mile and the communication between me as a patient and the staff is always exceptional. I know when the GP will contact me and this happens without fail. They respect my needs and wishes and provide me with holistic care. I feel valued and respected, and I am able to receive informed decisions regarding my treatment. On this note I would like to say thank you to everybody in the surgery for their service specially during the pandemic, and if I ever upset you please accept my apologies. Please continue your excellent job and be assured that it is much appreciated.

• Reply from Campingland Surgery

  Dear Fani Thank you ever so much for your kind words and 5-star review of the Campingland Surgery. You cover so much in your review, but it is particularly heartening to know that you feel we provide excellent service and that communication between the surgery and you, as the patient, is always exceptional. Your comment about \'let\'s be more kind to each other\' is so valid and has a wider resonance across all aspects of life too! Thank you for kind thoughts and the really glowing feedback you have provided on all that we do. Ian Wilson Practice Manager

• brillant surgery

  5

  Submitted by Anonymous 1st October 2022

  I wanted to thank Ian and the receptionist for the excellent care I received through yourselves, the paramedics and the hospital. It was outstanding.

• Reply from Campingland Surgery

  Dear Anonymous Thank you so much for your kind words - I am so glad that everything worked out well after your scare and the care from all the aspects of the NHS was as you, and I, would hope for, even in these very pressured times. I will make sure that the receptionist who was involved is aware of your kind feedback. Very best wishes Ian Wilson Practice Manager

• Very poor service and rude receptionist

  1

  Submitted by Esther baker 14th September 2022

  I contacted the surgery via email listing my medical issues and waited for contact when I left work the next day I noticed a missed call on my phone .I immediately phoned and was greeted with a plesent receptionist who understood that I can't use a phone at work and she said she would arrange for a call back the following day after 16.00 . At 17.00 the following day I contacted the surgery to be greeted by a very rude receptionist who refused to listen to me and kept stating call after 08.30 and insinuated I was lying and doctors don't call back after 16.00

• Reply from Campingland Surgery

  Dear Esther Thank you for your feedback, which, having listened to all the calls, I have to say appears to be a clear case of misunderstanding on both sides. Apologies from me, on behalf of the surgery and reception team for our part in these misunderstandings. The receptionist you spoke to on the 13th September went ‘that extra mile’ to expressly accommodate your very limited contact availabilities at the telephone. She had indeed made a note on the back of the previous day’s failed contact and answerphone message that the GP should ring after 4pm the next day. That after-4pm callback was indeed still ‘to be actioned’ on the 14th September when your call came in to the surgery at 4:45pm chasing it. The Doctors certainly do make calls after 4pm, as the outbound call you later received at 6:25 pm confirmed. On many evenings the GP.s are still here into the late hours, dealing with outbound calls, just such as the one you wanted that day. It is clear from listening to the chasing call into the surgery that you made at 4:45pm the receptionist had not realised that her colleague had indeed, gone ‘over and above’ the previous day. I am sorry for this misunderstanding, and also that the extraordinary service you received the previous day only stored up the problems you now title in this post as ‘very poor service’. I am happy to arrange for you to listen to the call you made that afternoon if you wish, but cannot agree that the receptionist was rude – merely reiterating her understanding of the situation, which was, of course, in error. There was no insinuation that you were lying, just a false understanding that was based on lack of correct information. In closing, I know all three receptionists you dealt with across the three days were trying to assist your medical needs, and apologise that the misunderstanding on the third call led to your feelings as expressed here. I am glad that the callback the GP provided later that evening, as arranged on the second call, has led to timely ongoing care for your medical needs. Ian Wilson Practice Manager

• records not up to date.

  3

  Submitted by kim paul ellis 11th August 2022

  I have regular vitamin b injections, every three months. I have noted that my records are not up to date.the practise is loosing out on a dispensary charge, as well as consultant payment. then when i come for my appointment i am told i over due. My last one was on 9th june.

• Reply from Campingland Surgery

  Dear Kim Thank you for your review of Campingland Surgery. Some of what you have detailed in your review does not make any sense to our practice records, as I have been able to review them. Obviously, I cannot go into further details on this public forum, so thank you for your comments, and, if you wish to have a more detailed response, please do contact me through the normal practice e-mail account at campingland.mail@nhs.net, rather than this 'open access' public website. Ian Wilson Practice Manager

• Excellent Service from Dispensary

  5

  Submitted by Andrea Soame 7th June 2022

  I just wanted to say what excellent service I received from the Dispensary today. I fractured my ankle two weeks ago and while collecting a prescription I queried whether or not I needed to take aspirin before I fly, as recommended by the hospital, as I had never taken it before. They were unsure and recommended that I spoke to a pharmacist however, by the time I got home Debbie had spoken to a Dr on my behalf and called me to say yes. The dispensary are always helpful but this is going above and beyond. Thank you!

• Reply from Campingland Surgery

  Dear Andrea Thank you so much for such positive feedback on the Dispensary service you received yesterday. It is really heartening to read your thoughts, particularly as the service you describe came on the back of a 4 day Bank Holiday weekend, which naturally has a knock-on effect for the Dispensary in the following week. I will make sure the Dispensary team, and Debbie in particular, are fully aware of your kind words. I hope the ankle heals as quickly as possible and the forthcoming travel is a wonderful pick-me up after your obviously testing last few weeks. Ian Wilson Practice Manager

• Generally a good surgery

  4

  Submitted by Anonymous 29th May 2022

  I have been generally pleased with the care at Campingland surgery. One small point that I feel would improve patient communication would be to email a regular, say monthly or quarterly, newsletter to interested patients. During the pandemic in particular it was difficult to know what changes there were to surgery procedures etc. Was the front door going to be locked for instance. A newsletter would also keep patients up to date on staff changes and other items of interest. I haven't got a clue which doctors are currently employed at the surgery and which days they are available for consultations. I realise that the surgery has a website but I find it difficult to navigate around.

• Reply from Campingland Surgery

  Dear Anonymous Thank you for your feedback and taking the time to assist us by your suggestions on patient communications, which are certainly very helpful. The front door has never been locked during the pandemic – but we, in common with many other health settings, did have a ‘controlled access’ system to comply with the UK Health Security Agency’s guidance to healthcare locations. You make very valid points on the production of a newsletter and staffing on any given day. The problems around those ideas are that, a newsletter takes a large degree of staff time to produce; there is simply not that available ‘spare NHS resource’ at the surgery to commit to such a production. Likewise, although the website is more dynamic and can be changed somewhat more easily, the Doctors do change their working days weekly to maintain a good level of GP cover, given colleagues on leave, training requirements and NHS meetings (e.g. Primary Care Network and prescribing meetings). Even posting these weekly changed days on a more dynamic media that is the website would not be possible, although I certainly accept that we need to keep the website generally up to date and informative. Taking the suggestions you make, we are looking to have an ‘on duty’ message showing in the surgery, as well as other helpful information as you suggest, once we get some advanced functionality on our big screens, recently provided by the Patient Participation Group. Thank you again for taking the time to give us this feedback. Ian Wilson Practice Manager

• A wonderful service

  5

  Submitted by Feedback collected by Healthwatch Norfolk 10th May 2022

  A wonderful service, a wonderful GP, best ever in my life. All the staff are brilliant. I can't fault them.

• Reply from Campingland Surgery

  Thank you so much for your feedback, kind words and 5-star rating of Campingland Surgery. Your comments will provide a real boost to the team here, working as they do in the ever-more pressured world of the NHS in the 2020’s. Thank you for that great endorsement of what we do at the surgery. Ian Wilson Practice Manager

• I can get an appointment as required

  5

  Submitted by Feedback collected by Healthwatch Norfolk 10th May 2022

  Generally it is a good surgery and I can get appointments as required. I have had one phone appointment when I think it would have been better face to face but it was still okay. Sometimes it can be difficult to get past reception.

• Reply from Campingland Surgery

  Thank you for your feedback, kind comments and 5-star rating of Campingland Surgery. As regards ‘getting past reception’ as you comment, they ask some questions to be able to arrange the appointment with the most appropriate clinician. As covered elsewhere on this forum, we now have a wide team of specialist clinicians here at the surgery, from paramedics to a physio, from Nurse Practitioners to a Clinical Pharmacist. There is no point wasting the patient’s time or, indeed, valuable NHS resource, by booking an inappropriate appointment where the patient only then has to come back to see the right NHS professional at a later stage. On the NHS England statistics in 2015-6 over 25% of appointments were inappropriate to the need; hence the work that has been done since about qualifying the patient needs and then booking with the most appropriate professional. Ian Wilson Practice Manager

• I think it's really good

  5

  Submitted by Feedback collected by Healthwatch Norfolk 10th May 2022

  Its really good. You can call on the day and get in on the day. The only thing I would say is you can't book in advance. I think for an asthma review this should be an option.

• Reply from Campingland Surgery

  Thank you for your feedback and 5-star rating of Campingland Surgery. I am glad that you have experienced our same-day appointment booking/consultation service – unfortunately, the trade off for this same-day service is very few pre-bookable appointments, with most things seen 0-3 days after first contact with the surgery. Where pre-bookable appointments are run by practices elsewhere in the country, there is often still difficulties getting any appointment, even 4-6 weeks in advance, as national demand often outstrips national supply of GP appointments, demand rising by 12% in the last 2 years alone! What we have done at Campingland is to run most of our asthma reviews by remote patient template as the first stage, with the reception team/asthma specialist arranging any follow on appointments as a pre-bookable ‘arranged in advance’ appointment. I hope this meets with your suggestion and helpful feedback. Ian Wilson Practice Manager

• It feels less patient orientated

  2

  Submitted by Feedback collected by Healthwatch Norfolk 10th May 2022

  I have been here over 40 years and and have seen many changes and lots of different procedures. It now feels much less patient orientated. It is so much more automated and for older people it can be a real challenge. Some of the reception staff can be a bit brisk and my mum was upset by the way she was spoken to. It was the tone. Dr Clayson is fantastic and Dr Musson is good too. They are very welcoming and good at supporting people. However it is difficult to get to see a doctor at a time when you need to. Sometimes there are no appointments left.

• Reply from Campingland Surgery

  Thank you for your feedback and helpful comments. General practice has certainly changed hugely in 40 years, as has been covered in so many media commentaries about the pressures on the modern-day NHS. I am sorry to learn that your mum was upset by the tone the receptionist used – if you would wish to let me have further details of this incident please do get in touch with me further and I would be pleased to investigate more fully than I can do from the information here. I am really glad that your experience of the Doctors, particularly the two GP.s you name, is so good. I do hope that the surgery is able to continue to provide such good care from our Doctors for many years to come. Ian Wilson Practice Manager