Gayton Road Health and Surgical Centre

Feedback

• I feel let down

  1

  Submitted by collected by Healthwatch Norfolk staff 31st July 2024

  I was referred to ENT who told me I haven't got tinnitus and I needed a brain scan to see if it was due to side effects of medication for other conditions. I waited months for an MRI and there was no tumour or anything, the neurologist told me to stay on a tablet that had been helping me. He said that I could take it for two months at a time to control my symptoms and then have breaks but to keep taking it long-term. My GP won't give this to me at the dose he said or for longer than two months as she said the neurologist doesn't know what he's talking about. I feel really let down as it's very difficult to live with and affects me every day.

  
  
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• Better training is needed

  3

  Submitted by collected by Healthwatch Norfolk staff 31st July 2024

  I have a lung condition so I need to antibiotics in stock at all times. I rang for a new prescription and wanted to see the respiratory nurse. The receptionist refused to let me see her and told me I needed a doctor which I didn't. They need better training! I asked if I could leave her a message or email, or have her call me as she knows exactly what I need. I know the nurse can't sign my prescription but she knows I need two week's antibiotics and can get it signed-off by the doctor. They got a doctor to call me and I was issued with one week of medication which isn't enough so I had to go back to the surgery again. The other week I fell and needed them to look at my arm but I couldn't get through. You phone at 8.15am and by the time you get through there's no appointments left and you can't book ahead. I've had to use 111 and the pharmacy for things. I've been told when appointments are cancelled they're not put back on the system for other people.

• Reply from Gayton Road Health and Surgical Centre

  Thank you for your feedback. We are sorry you have not been satisfied with the service you have received recently. Please be aware we take our patients feedback seriously and like to be made aware of situations that have occurred so we may address to try to avoid reoccurrence. We would encourage you to contact us directly so that we may discuss and learn from your experience by investigating it in greater detail. Thank you . Vida Healthcare

• New phone system works much better

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 30th July 2024

  I like the new phone system, it works much better. They call you back which is better than before when you had long waits on the phone. I would prefer to see a doctor face to face more often. I think it is better than a phone appointment. How can they diagnose you properly without seeing you. Overall the surgery is better than it used to be.

• Reply from Gayton Road Health and Surgical Centre

  Thank you for your positive comment and feedback. We are pleased you had a good experience using the call back facility on the phone system. We will gladly share with the team. We review our appointments to try to improve our patients experience and will look to offer more face to face appointments. Thank you. Vida Healthcare

• Amazing service

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 30th July 2024

  It's a good surgery. The patches system works well. It's all fine and working well for me. It's an amazing service.

• Reply from Gayton Road Health and Surgical Centre

  Thank you for your positive comment and feedback. We are pleased you had a good experience via our Patchs online system and shall share with the team. Thank you. Vida Healthcare

• Excellent service

  5

  Submitted by Anonymous 20th January 2024

  Told the receptionist my issue and was told an appointment with a specialist nurse would be the best option. Took the appointment and everything sorted very satisfactory. Staff only ask what's wrong so they can help you

• Reply from Gayton Road Health and Surgical Centre

  Thank you for taking the time to post your positive feedback. We are pleased you received an excellent service when you contact us. We shall share with the team. Thank you. Vida Healthcare

• Long Waits

  3

  Submitted by Collected by Healthwatch Norfolk Staff 30th May 2023

  As soon as the surgery opened I called them and was number 36 in the queue! I had to wait 40 minutes on the phone for someone to answer.

  
  
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• Always Pleasant

  5

  Submitted by Collected by Healthwatch Norfolk Staff 13th March 2023

  I received a very good service today. I know the prescription lady and she knows me. Everyone is always pleasant here. They got me in quick for my cancer treatment and have been excellent all the way through.

  
  
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• Nice Service

  5

  Submitted by Collected by Healthwatch Norfolk Staff 13th March 2023

  I think they offer a nice service. The doctor called me yesterday afternoon and made me an appointment for today. I find all the staff to be very friendly. I do find the check in machine hard to work here.

  
  
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• Excellent Service

  5

  Submitted by Collected by Healthwatch Norfolk Staff 13th March 2023

  I give this place top marks, it's excellent! I was referred here for a minor procedure by my usual surgery. I am very happy with how smoothly it's all gone today. I am very happy with it!

  
  
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• Does The Job

  4

  Submitted by Collected by Healthwatch Norfolk Staff 13th March 2023

  This has been my surgery for over 25 years and it does the job for me. All the staff were friendly. I do feel like I have to really convince them that I need an appointment now. If I need an appointment and they don't have a doctor available the refer me to the Livi app. Then I get to see a doctor online through that app. I think they might need more staff there as when I call I'm often number 27 or worse in the queue.

  
  
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