Heacham Group Practice

Feedback

• I can't get what I need

  3

  Submitted by collected by Healthwatch Norfolk staff 31st July 2024

  The surgeon who removed my lung told me I need to have antibiotics to keep in case of emergencies but the surgery won't allow it. I've had to buy some privately but the surgery never give me my results properly from my sputum samples so I don't know which type of antibiotic I should be taking. I called the hospital when I had Covid to see what I should do, they told me to ring the GP to get emergency help. I rang them, they told me I'd be fine and didn't give me any medication. Nurses Trish and Pat balance out the bad service. My spine is crumbling and I need bilateral injections 3-4 times a year which I fund privately. I called to see if I could speak to my usual doctor about getting lidocaine patches to help the pain in-between. I was told he was at Snettisham so I rushed there but it was a different doctor who referred me back to the hospital and I had an injection there in March. I've been told I'm only allowed one a year which isn't enough.

  
  
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• I can't get blood tests

  2

  Submitted by collected by Healthwatch Norfolk staff 31st July 2024

  I have to have blood tests ahead of my appointments for cancer check-ups. I call them and queue on the phone - I'm told they can't fit me in and I have to go the hospital for it, which isn't right. Sometimes if a doctor calls you back for appointments they don't have all your information as they can't see your records. One of those people told me it's because they farm their work out and they were based in London. The nurses are very good, it would close without them keeping it going.

  
  
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• Feels like a lack of care

  2

  Submitted by collected by Healthwatch Norfolk staff 31st July 2024

  My husband is on palliative care and not once has the GP called or come out to ask how he is or if we have any questions. It feels like a lack of care. It would be nice to at least know they're there if we need them.

  
  
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• Difficult to get seen for routine problems

  3

  Submitted by Anonymous 21st October 2023

  When I or my husband have been really concerned about something we have been seen very quickly and follow-up arranged as needed. A really excellent service. It is another story for annoying/painful but non-urgent issues. Time after time we have been asked to ring back as there are no appointments, then when we do the same thing happens. I'm not prepared to insist on seeing someone the same day when others need it more, though I assume others do that! There will be a time when this comes back to bite them, as health problems will not be diagnosed, and some will become serious. And patients who don't want to make a fuss will just give up trying. Also I used to be able to book appointments online, I can see why that is not available if there are no appointments, but it is annoying to have to ring! There is a lovely receptionist at the moment who is cheerful and friendly, sorry but I don't know her name.

• Reply from Heacham Group Practice

  Thank you for taking the time to leave a review. It is pleasing to read that one of our receptionists is both lovely and cheerful. It is also pleasing to read that for issues where you have had an immediate concern that we have seen you quickly and followed up. We are in the process of reviewing our appointments and will be introducing more pre-bookable appointments which will hopefully address your concerns.

• Excellent service today.

  5

  Submitted by David Sawyer 13th October 2023

  My wife visited the Snettisham surgery at 09.15 to receive a shingles inoculation and just mentioned that I may have the complaint. Within ten minutes I received a call from a Dr. at Heacham who booked me in for a consultation and by 10.15 I was prescribed with an anti viral medication. That is fantastic service. Thank you.

• Reply from Heacham Group Practice

  Thank you for leaving us a review. We are pleased that you had a good experience of our service.

• Phone service

  2

  Submitted by Avril Almey 13th October 2023

  Today Friday 13th. Phoned p.m. to cancel appointment and make another. First on phone for 10 mins, first in queue. Then cut off. Phoned again 21.58 seconds music 1st in queue, then changed to ring tone and answered after another 12 minutes. Approximately 40 minutes, initially getting cut of, then music, then normal ring tone. All very confusing. All can be checked as all calls recorded according to message. Please get phone sorted. ,

• Reply from Heacham Group Practice

  Thank you for your review. We appreciate that the telephone system has caused some frustration. We have now resolved the issues which patients had been experiencing with regard to being cut off in the queue. Hopefully your future experiences will be better.

• Excellent help received

  5

  Submitted by Anonymous 25th September 2023

  Both help from the receptionist (18 9 23 approx 5pm) and subsequent real help and advice from the Nurse. I felt looked after and taken seriously. Ongoing help has been excellent

• Reply from Heacham Group Practice

  Thank you for your lovely feedback. We are pleased that our service has been excellent

• Seen Quickly

  5

  Submitted by Collected by Healthwatch Norfolk Staff 20th September 2023

  I was seen quickly today after contacting the surgery. They've put a referral in for me. I hardly ever come here, so I don't have a lot of experience with the practice.

• Reply from Heacham Group Practice

  Thank you for the lovely feedback

• Lovely

  5

  Submitted by Collected by Healthwatch Norfolk Staff 20th September 2023

  They are lovely to me. They keep checking up on me to make sure I'm ok. I think it's a very good service. I am pleased with it.

• Reply from Heacham Group Practice

  Thank you for your lovely review

• Very Good Service

  5

  Submitted by Collected by Healthwatch Norfolk Staff 20th September 2023

  I regularly come to this Heacham branch and the other one in Snettisham. I think it's a very good service. I can easily get appointments when I need them. The receptionists are lovely. They've been very good to me through my recent illness.

• Reply from Heacham Group Practice

  Thank you for leaving us a lovely review