Address: Market Street, East Harling, Norwich, NR16 2ADTelephone: 01953717204Website: www.eh-khsurgery.co.uk
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274 responses from the local community
Changes to the Surgery's computer systems
2
Submitted by David Huddart3rd April 2023
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.
Unable to fill repeat prescription due to changes made. Practice website is circular and incredibly unhelpful as no matter what you try to access it informs you that the surgery is closed. I wanted to register for online services and am unable to- closed. Went to suggestions page- closed. Looked to complain but gave up. Trying to make phone contact even with the new changes, especially if you work, is a joke. Who can wait on the phone for 30 minutes plus? I've been a patient at the surgery for 30 years and I am incredibly sad to see the deterioration in service offered.
Multiple attempts to get an appointment, multiple visits to collect missing prescriptions, very unfriendly lady on pharmacy window, though must emphasise many staff here are kind, apparently it was my fault she didn’t know where my prescriptions were, medication changed but still not available despite being told by doctor the pharmacist had checked it was, asked for advice at pharmacy, told sorry they were not really listening, rang the practice, 40 mins to get through(again) explained what had happened and how I didn’t know what to do, she asked fairly dismissively if I wanted my medication or not, advised she’d tell the doctor, still waiting for a plan, feel very let down and still don’t have my medication I requested repeats of last week. What has happened to health education and preventative care, left feeling very uncared for. I’d go private but I’m a nurse so not really an option
Every time I try to book an appointment for my child I'm told their are no appointments left and to call back in the morning. Children under 5 are to be seen within 24 hours. We have taken the child to A&E to be moved at that the local doctors should see my child within 24 hours as she is under 5 years old. The practice is just a joke and has no care for their patiens.
After sitting on the phone for over 30 minutes I was greeted with the rudest receptionist I’ve ever spoke with. From the offset she was rude and dismissive. After asking for her name to raise a complaint she put the phone down. I was told that they are dealing with over 9000 people and that she doesn’t like my tone of voice and to stop being rude after explaining my situation (none of which was rude may I add) the call was terminated at 3:40 on 17/03/2023 and I would really appreciate it if this particular call was reviewed. After an issue caused by the surgery it would be nice to speak to someone who was a little more understanding of my situation instead of being dismissive and extremely rude.
In February we were txted about a computer upgrade and to double the prescription order as they would not be available until 2 march 2023.
Checking my Patient Access app I find my link to the practise has been disabled. Checked the surgery website and yes they have disabled it and implemented new system.
Not made aware of this by the practise and now need new codes to setup access.
Why wasn’t anybody made aware of the Major change?
After spending 1 hour 45 mintutes on hold I was told that there were no appointments to be booked for my daughter AT all for at least a month. We could ring on the day apparently, but as my child is at school and there needs to be other things organised for the appointment this is not appropriate. The service and availability offered by the surgery now is shocking, this is the fourth time this winter that something similar has happened to our family and we are so disappointed in the decline in GP service and the seemingly little being done to help improve the situation. I despair at the poor state of our local services.
After spending 1.15hr on hold I was told there were no appointments to be had that day. Being a teacher I cannot ring and wait on hold in the mornings. I was told I could not book an appointment for the following week.
Sent letter to Practice Manager asking him to respond to my concerns about the level of service, lack of attention to detail, contradictory information, having to wait weeks for telephone appointment+ + +
For a surgery which I have always highly recommended the decline in the quality and care given is appalling. My personal experience is of three separate appointments, all gained via a 111 phone call due to "no appointments being available" (for a baby of a few weeks old). The first attempt of booking an appointment via EH Surgery I waited for over an hour to get through to reception to be told that there was no appointments available to see my baby and to take him to the walk in centre in Norwich, and yet when I then called 111 I was able to go to the surgery that evening to see a doctor. Medication was prescribed however we had to return a few days later for his second appointment after seeing no improvement we were told to increase the dosage of the medication and once again on the third appointment this was the advise given, and to not worry unless vomiting began. My baby was under so much stress and discomfort we had to call 111 again and we were advised to take our baby to a&e for observation and then found that the medication given wasn't suitable for his age. We were given something else and not even 24 hours later we had a completely different baby. I understand that NHS practices are under stress and pressure but the drastic decline in the care provided is shocking, during one of our appointments another lady waiting also expressed how she had called 111 to be seen after struggling to get an appointment for nearly 2 months. This experience has made me realise why so many people bypass doctors surgeries when every aspect is a battle.