Feedback Centre

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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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I'm employed by Fakenham Medical Practice and have authority to leave this response *.

Original Feedback for Fakenham Medical Practice:

1

Not as good as it used to be

The doctors, nurses and all except two receptionists treat patients with professionalism, respect, dignity and quality of care and for this deserve 5*. Unfortunately the rudeness, impatience, lack of care and empathy towards patients by two receptionists have reflected in the 1* for staff attitude and staff communication. The appointment system and waiting times creates frustration for many patients hence the 1*. This practice does not make way for those who wish to call in person or call by phone to make an appointment to do so. The system is; a patient has to fill in an on line form, it is acknowledged automatically by email and text. A little while after acknowledgement the patient receives another email and text to let them know the Doctor will review the form in 2 weeks time. The patient waits two weeks without any appointment scheduled for the Doctor to review the form and have the appointments person call to arrange an appointment - this coils take up to another 2 weeks. If at that appointment blood tests are required, that could take another 2 weeks. Potentially 4 weeks before the patient gets to see the Doctor, 2 weeks for the blood tests, another 2 weeks to see the Doctor for follow up = 2 months ! This practice have an automated voice mail when a patient calls and it is, in effect, suggesting patients do anything but ask to see a Doctor ! Patients are asked to go ask the pharmacist, dial 111, go to Cromer Minor Injuries, go to a & e in Norwich or Kings Lynn, go to the walk in at Norwich, dial 999, look at the website, call mental health support number of fill in an on line form to potentially see the Doctor after about 4 weeks.