Campingland Surgery

Feedback

• So far, very efficient.

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 6th May 2022

  I have only been here for a very short while but so far they have been very good and efficient. I brought my daughter for her vaccines and they have dealt with me too. Really very good.

• Reply from Campingland Surgery

  Thank you for your feedback on Campingland Surgery, kind words and 5-star rating. I do hope we can continue to provide this 5-star service for many years to come. Ian Wilson Practice Manager

• I think this surgery is very good

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 6th May 2022

  They are all always very good and Dr Clayson is a fantastic doctor. He is very good with me and understands.

• Reply from Campingland Surgery

  Thank you for your feedback on Campingland Surgery, kind words and the 5-star rating you have given us. I will make sure that Dr Clayson is aware of your comments. Ian Wilson Practice Manager

• I find booking an appointment difficult

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 6th May 2022

  I am fairly happy with the surgery and I think they coped well during COVID. However, booking an appointment can be difficult. You have to wait for a long time on the phone and then you don't always get to see a doctor. I think face to face appointments are better. I also think the website needs to be kept up to date, I have travelled 7 miles to come to the pharmacy expecting it to be open because the website said it would be only to find it closed.

• Reply from Campingland Surgery

  Thank you for your feedback and your kind comments. You are right that you do not always get to see a Doctor, as we have embraced the NHS England ethos of teamworking. A specialist respiratory or diabetic nurse is more skilled in their own particular area than a general practitioner who, by definition, is a generalist. Thank you for your feedback on the website accuracy – following your comments this has been taken up with the website editor to ensure the hours are correctly shown. I apologise for the wasted journey you made on the incorrect information. Thank you again for your feedback and positive rating of Campingland Surgery. Ian Wilson Practice Manager

• Negative response in feedback

  5

  Submitted by Ann Moss 8th April 2022

  Am at a loss to understand people, what is there to complain about, the staff and doctors are caring, empathetic and go beyond in some circumstances, so we have to queue a little, be very glad we live where we do and have this service, as for rude receptionists, perhaps it's more to do with the patient attitude. Keep up the good work and thankyou.

• Reply from Campingland Surgery

  Dear Ann Thank you so much for your kind words on the service we provide. It is really good to hear that we go beyond expectations - we always try to provide the very best possible service. We hope to \'keep up the good work\' for many years to come. Thank you again for your very kind words and \'5 star\' rating of our service. Ian Wilson Practice Manager

• online medication query

  5

  Submitted by Sarah 3rd March 2022

  I was impressed with the speed and quality of response to a query I had with regard to a Service User's medication. Despite the form advising that non-urgent queries may not be dealt with straight away, the doctor wrote back the same day. Thank you.

• Reply from Campingland Surgery

  Dear Sarah Thank you for your feedback and the 5-star rating you have posted. Like many NHS areas we are very busy covering some Covid absences within the staff team, but do always try and over-perform to expectations. Thank you again for your positive review, which will be fedback to the team and I\'m sure will provide a great boost in morale. Ian Wilson Practice Manager

• Very good

  5

  Submitted by Collected at Healthwatch Norfolk event 3rd March 2022

  I am very happy with the care I have received at Campingland surgery. People complain about not seeing a GP but I can always get in to see one if it's important.

• Reply from Campingland Surgery

  Dear anonymous Thank you so much for your feedback and the 5-star rating. We do prioritise those situations that are medically important and it is good to hear that you can always see a GP when that is the case. The GP.s have continued seeing those patients that need a face-to-face appointment throughout the pandemic and it is further hoped that we can return to more normal times across all aspects of the surgery in the near future. Thank you again for your feedback. Ian Wilson Practice Manager

• Getting appointments and treatment

  1

  Submitted by James Howard 28th February 2022

  I phoned for an appointment. A doctor who I did not know phoned me back. I said I was in pain every day and wanted to be referred to a pain clinic. He told me I had to self refer for physio instead without really investigating the issue. He missed two important factors, he may have been distracted by the kids running around in the background. I have since had a few exercises suggested by email from physio. I phoned again and asked for an appointment with Dr Clayson who I know and trust. I was told "not in this week but in 3 days next week." I rang again this morning at 0830 and was 19th in the queue. I rang again at 0845 and eventually got told he was full for the day. No appointments can be made for future days. Another doctor will ring me after five. The two significant factors remain unaddressed. Service from the health service in general are appalling and this doesn't help.

• Reply from Campingland Surgery

  Dear James Thank you for your feedback – I am sorry for the slight delay in reply, but the review has only just been published for us to see and therefore respond to. I am really sorry that you felt a rating of 1 star was appropriate for the recent situation, when you were called back by our triage GP within 3 hours of your call to the surgery. The triage GP assessed your medical situation, and, following the current NHS Norfolk & Waveney CCG guidance, correctly advised that a self-referral to the NHS physio service was most appropriate for your needs as a first line option. As to Dr Clayson’s absence, he returned to the surgery on the day you mentioned after a period of absence, due to both his own sick leave and then some planned annual leave. His appointment diary was indeed already full as he had ‘pre-booked’ some patients for review himself, knowing that he would be back to work that day after his absences. Again, as before, another GP Partner called the same day following your call to the surgery, and appeared to agree the appropriate management of your medical situation, but this appears not to be as you would wish? I hope that your pain has become more manageable after the further interventions agreed, and that we can restore your faith in the GP service, but I would also ask for realistic expectations of the NHS, as the two ‘sameday’ phone conversations with our GP.s do not seem seem to have met with your approval in this instance. Ian Wilson Practice Manager

• Docs Locked Dow in siege despite get high pay

  4

  Submitted by Anonymous 23rd February 2022

  Nurses great during flu jab efficiency. I was glad to be permitted a blood test by phone GP because of surprising lweight loss. But now I feel loss of confidence in their procedures because:- I was told I did not need a test to rule out diabetes because I was told that "it is mainly fat people who are diabetic". (But we all know some skinny ones. & weighloss is 1 symptom of it i thought?) Don't GP s stick to a strict rules check book for "Conditions"? Like airline pilots?

• Reply from Campingland Surgery

  Dear anonymous Thank you for your feedback which seems to be praising of the nursing team but less so of the Doctors here at the surgery. I am sorry if that is indeed the case, and hope that the Doctors can restore your confidence in every part of the surgery in the near future. The comments you post do seem very strange to me, so if you would please take the time and trouble to contact me directly at the surgery, I would be very pleased to investigate fully and provide a personal update. Please contact me via the practice website campingland.mail@nhs.net and mark your further comments for my attention. Thank you again for the feedback - I look forward to hearing more from you. Ian Wilson Practice Manager

• Not good

  2

  Submitted by Collected at Healthwatch Norfolk event 23rd February 2022

  The surgery does not have a pleasant atmosphere. The reception staff are very miserable and don't appear to care.

• Reply from Campingland Surgery

  Thank you for your feedback, which although not making good reading, is really helpful in our drive to improve the service we provide. There are a number of things planned to improve the atmosphere in the surgery - unfortunately we have been very limited in the last two years by the Covid requirements and practical steps to reduce the risk for our vulnerable patients. These limitations are still to be maintained to a degree, as per the CCG\'s media release of yesterday, but we are hopeful that we can take steps to provide a more welcoming environment for our patients. This includes both the physical fixtures and indeed the initial contact with the reception team, who contrary to your impression, absolutely do care intensely about the patients they are dealing with. I hope you do see a difference in the coming months and years; the feedback you have provided will certainly help in our drive for improvement. Ian Wilson Practice Manager

• Lots of queuing and waiting

  4

  Submitted by Collected at Healthwatch Norfolk event 23rd February 2022

  The telephone system is a problem it takes too long and I don't like having to tell the receptionist what is wrong to get an appointment. It's virtually impossible to get a face to face appointment, its all done over the phone. I prefer face to face. However once you get to speak to staff or see them they are good. The pharmacy has lots of queues and sometimes you see elderly people queuing outside for ages, it's not acceptable. It has been worse since COVID

• Reply from Campingland Surgery

  Thank you for the feedback for the surgery which is much appreciated. I apologise if you feel the contact via the phones is too long. We certainly monitor the wait times to speak to a receptionist and they are normally under 2 minutes - however, as the changed first message covers, this may have been longer recently during periods where receptionists have been off work with Covid or self isolating due to national requirements. We are still working to NHS England/Improvements recommendation to triage all patient needs via a phone/video call as first point of contact. This is also due to the national data from 2017 onwards, where 1 in 4 patient needs could have been dealt with more effectively by someone other than a GP. This is why you are asked what your medical needs are - to ensure we do not waste your time with an inappropriate appointment. thank you for your really positive comments as to the service levels we provide at Campingland Surgery. The Dispensary is certainly busy, which is why we have recently recruited an additional member of the team, to deal with the ever increasing workload seen over the last 3 years. The staff do try to deal with the dispensary needs as quickly as possible, but, like any service industry, sometimes queues form to be served. Hopefully the newly recruited staff will reduce these queues in the future. Ian Wilson Practice Manager