Gayton Road Health and Surgical Centre

Feedback

• Today for me was good

  4

  Submitted by Feedback collected by Healthwatch Norfolk 8th March 2023

  I came in to see the nurse for a blood test and it was all very good. Although my wife and I have previously had problems trying to get an appointment and my wife is still waiting. You ring up for an appointment and wait in a queue and then when you get to number one in the queue you get cut off because they said they couldn't hear us. We would like to see a doctor face to face but it is difficult. How can they diagnose without seeing you.

• Reply from Gayton Road Health and Surgical Centre

  Thank you for your feedback regarding your experience today for a blood test. We are sorry to hear you have had difficulties in getting through on the telephone. Call waiting times are monitored throughout the day and staffing levels are reviewed at regular team meetings to plan for cover where possible. We also review our appointment availability to try to improve our patients experience and are now able to offer more face to face appointments. Thank you. Vida Healthcare

• You never get an appointment

  1

  Submitted by Feedback collected by Healthwatch Norfolk 8th March 2023

  There are long waits on the phone, over 45 minutes to get through. When you do eventually get through they say there are no appointments and ask you to call back the next day.

• 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. We are sorry you have had difficulties in getting through on the telephone. Call waiting times are monitored throughout the day and staffing levels are reviewed at regular team meetings to plan for cover where possible. Annual leave and sickness unfortunately has an impact on appointments, and we are aware that call waiting times increase. We understand the frustration this has caused for you and would like to offer our sincere apologies. We also review our appointment availability to try to improve our patients experience and are now able to offer more face to face appointments. We do offer a service via Patchs and a Livi GP service which hopefully will improve your next experience - please refer to our website for more information Thank you. Vida Healthcare.

• Today was excellent

  5

  Submitted by Feedback collected by Healthwatch Norfolk 8th March 2023

  Whilst we have previously had issues not being able to get an appointment and been left feeling uncared for today was really good. We have just used the new PATCHS system to contact the surgery and the experience was really positive. We were asked to come in, the doctor was brilliant we felt reassured and didn't feel like we were a nuisance

  
  
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• Overall very happy.

  5

  Submitted by Feedback collected by Healthwatch Norfolk 8th March 2023

  The staff here are very good and they can always assist you. There are no long waits and I've never waited for long. Overall I am very happy.

  
  
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• I couldn't wish for a better surgery

  5

  Submitted by Feedback collected by Healthwatch Norfolk 8th March 2023

  I have been coming here since I was 16 years old and I am now 83. It has all been good. The doctors and other staff are all good. I couldn't wish for a better surgery. My children have been seen here too and it has always been good.

• Reply from Gayton Road Health and Surgical Centre

  Thank you for your positive comment and feedback. We are pleased you have received a good service from Gayton Road Health Centre. We will gladly share your comments with all staff. Thank you. Vida Healthcare

• Really difficult to get through

  2

  Submitted by Feedback collected by Healthwatch Norfolk 9th February 2023

  It is so difficult to get through and to see someone to get information. Sometimes you have to call 111 for things that the GP should be seeing you for.

• 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. We are sorry you have had difficulties in getting through on the telephone. Call waiting times are monitored throughout the day and staffing levels are reviewed at regular team meetings to plan for cover where possible. Please be aware we take our patients feedback seriously and like to be made aware of situations that have occurred so we may address. We understand the frustration this has caused you and would like to offer our apologies. Thank you. Vida Healthcare.

• Failure to obtain home visits.

  1

  Submitted by Donald Rasberry 31st August 2022

  My 95year old mother has mobility issues, including difficulty getting in a vehicle. She has been asked to attend for routine blood/urine testing. This has previously been done at home, as have the Covid & Flu jabs. She has requested a home visit, after waiting on the telephone for ages, only to be told that the surgery does do home visits or face-to-face appointments. Thought the N.H.S. had a duty of care towards patients especially the vulnerable & elderly. National Health Service more like No Hope Service.

  
  
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• Feel like I'm not listened to

  1

  Submitted by Collected by Healthwatch Norfolk staff 28th March 2022

  I've been making requests for a scan because I had a fall but they're not letting me have one. I feel like I'm not being listened to, you know our body. It feels like it's to do with my age. I'd like them to take more notice, at the moment I feel like a number. I know they've got a lot on their plate but I want to enjoy my last few years in good health.

  
  
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• I find it difficult to get an appointment

  3

  Submitted by Feedback collected by Healthwatch Norfolk staff 21st March 2022

  I spent over 30 minutes on the phone and when I got through there were no appointments left.

  
  
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• Okay but could have been better

  3

  Submitted by Feedback collected by Healthwatch Norfolk staff 17th March 2022

  I have not been able to see a GP for ages. I did get a telephone appointment but I didn't feel the doctor listened properly. I don't think they understood what was really wrong with me. It would have been better if I could have seen them face to face.

  
  
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