If you're frustrated by non returned answering machine messages and repeated attempts in lengthy call queues to the practice, before being tempted to follow the automated voice guidance to "seek self help for many medical conditions by visiting your local pharmacist", my advice would be don't hang up and wait it out on the phone! This follows my recent visit to The Fakenham Pharmacy (adj. medical practice) to seek advice from their Pharmacist. Upon seeing this pharmacist I was quick to tell them I had tested neg. for Covid and began to ask for advice by explaining my symptoms when I was abruptly interrupted and told "You need to see a Doctor" They weren't prepared to listen further to the medication I had tried and certainly wasn't prepared to suggest alternatives. Further to this I presumed I needed some sort of medication for my eye. As to what the problem was and its cure was guess work on my part and presumably guess work in the 'diagnosis' too, given that the pharmacist stood steadfast in excess of 6' away from me for the duration. Their scruples left however as they handed me a bottle of drops in exchange for £12 and no further advice offered. Returning to the surgery's reception next door to relay my experience I was told, although nicely, that I couldn't make an appointment to see anyone, let alone a GP, over the desk and had to return home and re join the call queue!! This done and exhausted by the whole process, I did finally manage to get an appointment to see 2 nurses Zoe and Lindsay. Quick, efficient, kind and understanding. I was given advice and medication to help. Faultless, in all ten minutes. No need as suspected, to see a GP, just a helpful pharmacist.
I would suggest its all very well a waiting room of posters promoting "self help" and seeking pharmacist's advice etc if there is the infrastructure in place to support it and perhaps more importantly the right type of person who cares enough to deliver it.
I would add that I am a full time carer. I look to the NHS to help support me to in turn in relieve them.
Thank you.
I have been with the practice for over 30 years and yes things move on but to actually see a GP nowadays is near on impossible let alone when you actually need one. I suffer with various conditions and the only staff I have ever felt have given me the time of day was the nursing team!
Plus my GP always asked what I felt the problem was or what should happen! Honestly, I would leave each time utterly devastated, feeling worse than when I’d gone in.
What an absolute shambles ! Sample’s provided, total mix up who and what was required by the professionals , text messages received to contact and make an appointment , after waiting 18 minutes on the telephone, with no communication and not during peak time was offered the earliest appointment available to see my doctor was via the telephone 31 days later !
The online form to request an appointment does not 'open' until 7.30. I have to leave for work at 7.20 each day, and the form cannot be prefilled and submitted before this time, delaying medical help. The form needs to be 'live' at all times so that patients can access healthcare quickly. It is not always appropriate to fill out the form at a place of work, and if it is, that is dependent on being able to do so in relative privacy.
I cannot fault the doctors, but getting to see one is far harder than it needs to be.
Submitted by Feedback collected by a Healthwatch Norfolk employee26th January 2024
You have to fill out a form online to get an appointment. The form says they'll get back to you but you have to wait ages to hear back. It's really poor communication. Such a waste of time. We waited six weeks to hear back from the GP. It's like hitting your head against a brick wall.
After requesting an appointment to see a doctor my mum was offered an appointment with a nurse who was not only rude but prescribed medication which made no difference whatsoever. After contacting again she was offered another appointment with a nurse, who was very kind and prescribed a different medication which began to help but did not solve the issue. I have since contacted to request another appointment for my mum to see a GP (which I requested originally in December 2023) and was offered a phone call in two weeks. I explained that my mum is registered deaf and a telephone appointment is totally unsuitable. Then I was told that a face-to-face appointment would be a longer wait and was offered an appointment on the 12th of February despite my mum having a registered disability. I think the Fakenham Medical Practice has not adeqetly considered the requirement to make reasonable adjustments to a service under the Equality Act 2010.
Additionally, as others have mentioned, many of the reception staff are very rude and they have added to the difficulty in gaining an appointment with the exception of one who I spoke to previously who was very kind and tried to help.
Dr's receptionists aren't recognised enough in my opinion. Today I called and a wonderful young lady called caitlyn det with my call. She was kind, compassionate and an absolute credit to the practice. I can't praise her enough for her help and attitude.
My husband and I only moved to Fakenham at the end of September. I have to say that when I read some of the reviews, I was initially concerned. However, we have both had cause since we have been here to use the services of the practice. I can honestly say we have been very pleased with everything so far. The reception staff have all been very polite and understanding, as have any medical staff we have spoken to/seen. We have been called back promptly and given appointments if necessary in a very timely manner. Credit where credit is due. Thank you all.
I had a health check in August. And she recorded that she had advised me on giving up smoking!
I HAVE NEVER SMOKED!
She also recorded a blood pressure reading which she copied from a reading recorded 12 days previously. She never took my blood pressure!
I had an appointment at NN Hospital to see a vascular surgeon. He had read the false information recorded for smoking and I believe this had a reflection on his attitude to my problem!
I told him I had never smoked and he was confused as my notes recorded I had!
He was also concerned that the surgery had not re measured my legs for over a year for made to measure support stockings!
I’ve also had text message saying I had an appointment with a nurse then an immediate text saying to ignore. But on my notes it’s recorded that I javelin seen the nurse!
All very confusing!