The surgery harangues service users to get tests done etc but contact is virtually impossible, phones go unanswered, don't even try booking a blood test - call during the correct hours to listen to a message telling you to call back when they are open.
I've been asked to forward my blood pressure results. I'd email except the contact section of the website does not include an email address, how can this be allowed in the modern age?
There is a bot "ask us a question" feature.
Come on, this falls short of the most basic expectations.
A phone appointment was arranged so I could extend my "fit to work" statement, I have a on-going, undiagnosed health issue since April, currently waiting for my dates for blood test and appointment screening at NNUH , this health issue effects my day to day life sometimes making it difficult to even dress myself.
She asked what the issue was I explained, she then asked what sort of work I did I replied that I am currently on Universal Credit, she then turned rude towards me telling my this is for disabled or people with long on-going health problems and that being on Universal Credit does not require me to get a "fit to work" statement.
So apparently I am fit to work with my on-going condition without being seen by a GP.
I had dificulty swallowing and neck pain. I waited at the back entrance until a person turned up and took me into the first room. I said I may have tonsilitis he then told me to be quiet as he had other things to do. He performed an examination of everything and sent me away with no prescription. I was then told to get a blood test a 24hr blood pressure test a camera in the stomach and a chest xray. I still had tonsilitis to suffer. He also lied about my examination. I do ot think the man was a Doctor.
My partner had a phone call regarding her blood tests to witch the doctor was very rude/blunt about giving time from my partner's medication to kick in when she has been taken it every day for one year. What a joke
Annual review picked up a different and serious problem. Once this was confirmed speedy and professional action by other staff and I was immediately booked into the N&N. Couldn't have been more fast tracked and probably just as well. It's sad that it took well over 30 minutes phone hold to get an appointment early in the process. That's why not 5 star.
Reply from Cromer Group Practice
Thank you for your feedback, I am sorry to hear that you had to wait so long for your call to be answered. I would like to reassure you that we are working to improve patient access, including telephone response times. We will be working closely with the Patient Participation Group to improve our services in line with patient expectation. I am glad the service you received was good and we wish you well with your ongoing treatment and recovery.
If you would like to be involved in improving services for patients please contact our Patient Participation Group for more information at cromerppg@gmail.com
Deaf access
1
Submitted by Anonymous21st April 2021
Dear patient uses British Sign Language, practice will not provide an interpreter. Forced to rely on son who is not qualified or competent. No diabetic checks for over a year resulting in very high blood sugars and ulcerated legs. Why no diabetic checks a d why no BSL interpreters?
Reply from Cromer Group Practice
Thank you for your feedback, it is important that patients let us know when they are dissatisfied with the service we provide. I am very sorry that the services you required to assist you were not available. I have taken immediate action and contacted the British Sign Language interpretation service and have asked them to help us as a practice to be better in this area. To enable me to assist you with your diabetic check, please can I ask that you contact me at the practice so that I can discuss this with you in more detail. You can email me at: Cromergrouppractice@nhs.net please mark your email for my attention.
With many thanks
Tee Randall
No ear wax
1
Submitted by Anonymous10th April 2021
I noticed that I could not hear out of my right ear. So went to see Nurse at Cromer Group Practice to get it checked and was told that the complete eardrum was covered in wax. I was told to make an appointment with Specsavers Cromer to get it removed and it would cost me £55. I could not get an appointment with Specsavers as I had to be referred by surgery. So I got a referral letter from surgery, but then could not give to Specsavers as they only come once a fortnight. In the end I made an appointment with Broadland Hearing Care in Stalham, as I could not wait any longer. I went today and was checked and informed that I do not have any earwax just congestion in my inner right ear. He couldn’t do anything and told me to do inhalations twice a day for a couple of weeks to clear it. He was very professional and showed me the results from the camera scope, showing no wax in my ear. He only charged me £40 for the consultation instead of the £60 for the wax removal. Nevertheless , I could have been been saved all of this inconvenience, travel and cost if I had been given the correct diagnosis in the first place. Furthermore, I still cannot hear out of my right ear.
Reply from Cromer Group Practice
Thank you for your feedback, it is important that patients let us know when they are dissatisfied with service we provide at Cromer. I am really sorry that the service you received fell short of the high standard we aim to provide. Please can you contact me directly at the practice as I am concerned that you have incurred unnecessary costs and that you are still unable to hear. You can contact me at: cromergrouppractice@nhs.net please mark your email for my attention.
With many thanks
Tee
bloods
5
Submitted by sandra carpenter8th April 2021
Superb service, friendly staff....Husband and I booked in for 8.30 and 8.40am.....done and home by 8.42am!!!!! Thank you for your care and time.
Reply from Cromer Group Practice
Dear Sandra
Thank you for your positive feedback, I am glad your experience was so good. I will pass on your comments to the staff concerned.
With many thanks
Tee
No communication
3
Submitted by Anonymous11th March 2021
It is as if there is no communication between each service of the Practice. Firstly I had spoken to the nurse prescriber in the morning , as she was sorting. my prescription out, as I have moved from another area. I had to contact the nurse back in the afternoon with a simple message. This however would not be passed on by reception to the nurse, and I had to make a telephone appointment for the following day..
There is no communication between the hub and the pharmacy, which makes it very difficult when trying to get my prescription right. The pharmacy say they only make the prescriptions up. Surely they should be able to communicate with the hub to question a prescription. For example the pharmacy gave me 5 days supply of an ongoing medication in one box, which should have been for a month. So when my medication was picked up I was short of this medication,and didn’t get others. When I phoned the pharmacy back, they said I had to phone the hub! When I said that this was their fault and should contact them themselves. I did get cross, but not rude and she put the phone down on me!
I phoned the hub which was an answer phone. I phoned another time and it was an answer phone again. I left my message, and asked the hub to ring me back, as after you give them a list of what you want they don’t reply. Eventually someone did ring back who sorted things out for me. I did not take her name, but she was very nice and helpful, and said that won’t do will it. Rather than put the phone down as the person in pharmacy did.
As you have read this, it’s long winded isn’t it, as it was in the time it took to get my prescription sorted . Totally unnecessary.
Reply from Cromer Group Practice
Thank you for your feedback, it is important that patients let us know when they are dissatisfied with the service we provide at Cromer. I am very sorry that you have experienced problems with your medication and I am extremely sad to hear that a member of our team put the phone down on you. All our staff should treat our patients with courtesy and respect and this falls below the high standard we expect. Please let me reassure you that we will use your feedback to review and improve how we deal with prescriptions. You may also be interested to know that I am in the process of organising customer services training across the practice staff.
With many thanks
Tee