Cromer Group Practice

Feedback

• Deaf access

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  Submitted by Anonymous 21st 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

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  Submitted by Anonymous 10th 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

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  Submitted by sandra carpenter 8th 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

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  Submitted by Anonymous 11th 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

• Telephone appointment

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  Submitted by Anonymous 11th March 2021

  To make a telephone appointment, required me to be in for the whole day, as they don’t give a time! I find this very inefficient. At least it could be morning or afternoon.

• 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 do understand that not giving a better indication of time is very inconvenient to patients and that this system is below the high standard we aim to provide. We will be putting appointment times in place for telephone consultations and working with the Patient Participation Group to improve the appointment system. With many thanks Tee

• What a difference 5 miles makes!

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  Submitted by Anonymous 23rd February 2021

  The comparison between Cromer and Sheringham surgeries websites , with their approach to COVID vaccinations is stark.Sheringham is giving detailed figures of who and how many have been vaccinated.Cromer are just throwing their hands in the air and blaming the Government for lack of regular supplies.5 miles can’t make that much difference I’m afraid.

• Reply from Cromer Group Practice

  Thank you for your feedback. I am sorry that you feel there is a lack of information about vaccinations at Cromer. Please let me assure you that we are working through our priority groups in-line with the government targets and are on track to vaccinate all of our patients in a timely manner. With many thanks Tee

• Rude, disrespectful, moody

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  Submitted by Jack Davies 18th January 2021

  Doctors don’t care and don’t listen properly as to what you are telling them, very disrespectful and rude! Didn’t get me sick notes for ages after going there meaning I lost money through work

• 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 so sorry to hear that you feel the doctors at Cromer were disrespectful and rude and also that you did not feel you were listened to. If you would like to discuss this matter further please contact me at: cromergrouppractice@nhs.net and mark the email for my attention.

• Frustrated by pharmacy

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  Submitted by Anonymous 8th January 2021

  I know they’re extremely busy because last year when my mum was ill they were hopeless at answering the phone, it was deeply frustrating when you’re trying to get through and it was a stress I didn’t need. Things go wrong, they bounce it back to the surgery, who bounce it back to them. From what other people are saying things still aren’t good and they haven’t learnt anything.

• Reply from Cromer Group Practice

  Thank you very much for your feedback. It is really important that patients let us know if they are dissatisfied with the services we provide. I\'m so sorry that your experience of using our pharmacy fell short of the high standards we try to deliver. We are working hard at the moment to introduce a number of improvements which include our call answering times and the working arrangements between the surgery and the pharmacy. We will be working with the Cromer Patient Participation Group (PPG) to help us make sure that the changes we introduce fit with what our patients should be able to expect. If you would like to be involved with the PPG and support this work please contact them at patientcromerppg@gmail.com Best wishes Julie

• Pharmacy is horrendous

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  Submitted by Anonymous 8th January 2021

  It is horrendous. We are on repeat prescriptions which we sometimes don’t get, or items are missing. My husband’s insulin has been missing before. We got somebody else’s pills the other day. One minute they’re sending them down to the village shop, the next they’re delivering them – we don’t know where we are with it. They were very rude to the staff in the village shop when some drugs went missing and accused them even though the shop hadn’t even received them. They need pulling up a bit

• Reply from Cromer Group Practice

  Thank you for your feedback. It is really important that patients let us know when they are dissatisfied with the services they receive from Cromer Group Practice. I\'m sorry that the service you have recieved from our pharmacy has fallen so far short of the high standard we aim to provide. The service you have described must have been very frustrating and I am really concerned to hear that any of our staff have been rude. We will use your feedback to review the way we manage prescriptions as well as the need for staff training. If you would like me to review your specific concerns please contact me via cromergrouppractice@nhs.net marking your email for my attention and I will look into it for you. Best wishes Julie

• Can be hard to see GP

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  Submitted by Anonymous 8th January 2021

  The system is a bit unwieldy in terms of getting to see a GP, with a phone call where there’s still 30 people in front of you, and then having to see a nurse practitioner before seeing a doctor. It happened with my husband and I – we both knew we needed to see the doctor, we couldn’t get through and we both ended up in hospital for over a week. We knew what we needed and couldn’t get in.

  
  
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