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Healthwatch is committed to providing a transparent and honest view of health and social care services. This is your opportunity as the health or social care provider to have your say on comments the public have left. It is designed to be constructive and allow both sides to have a fair and equal say in the matter so please:

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Original Feedback for East Harling Surgery:

2

Changes to the Surgery's computer systems

I am well aware of the issues created by changing any organisations IT systems but I feel that the lack of knowledge and understanding at East Harling surgery has created an even greater problem than it should have done. A few weeks ago my NHS phone app stopped communication with the surgery so I couldn't order any prescriptions, I visited the surgery reception and it seems the new computer system had locked me out so I had to re-load the app and this time it worked - except it had my old prescription dose which had been increased a few weeks previously! It turned out that the new IT system had my old prescription and the old system had my new prescription. OK I know the two were being manually updated (manual updates - sounds like a pretty primitive process to me) so I waited until my NHS app was updated a week later. I tried to use it today but was locked out of all prescription and health care history so I rang reception and spoke to a lady who admitted she knew nothing about computers but asked someone else who suggested I re-load the app after Easter. I tried the NHS app again a few minutes later and everything worked - except my most important prescription was not listed! I rang again and it was suggested I contacted Kenninghall surgery, 35 minutes later the call was answered by the same lady.... I asked to be put through to someone who could check my records but she insisted I needed to speak to prescriptions and transferred me only for the call to be cut off! I will not be ringing again, I will visit in person and hopefully find someone who has a basic understanding of how the computer system works and why my prescription had disappeared off the system - if that ties up reception it's not my problem. I don't have any problems with organisations updating their systems and realise that the previous IT system was out of step with 90% of other surgeries but for the staff to be totally unaware of how to resolve these issues and are unable to get someone to call me back is very poor - come on East Harling Surgery, get your act together.