Heacham Group Practice

Feedback

• Lovely and Informative Nurse

  5

  Submitted by Collected by Healthwatch Norfolk Staff 20th September 2023

  I saw a lovely nurse today. She examined me thoroughly and was very easy to talk to. She explained everything and was very informative. I have hearing issues so when they shout your name in the waiting room to call you back I can't hear it. Today the nurse came to find me and then took me back to the room, that was great.

• Reply from Heacham Group Practice

  Thank you for your kind words.

• Caring, Helpful & Amazing!

  5

  Submitted by Collected by Healthwatch Norfolk Staff 20th September 2023

  They are so very caring and it's obvious the staff do care a lot. They explain everything so well and are very gentle. They do everything they can to help. I really couldn't wish for a better surgery and feel so grateful to have them. They're amazing!

• Reply from Heacham Group Practice

  Thank you for your amazing feedback!

• Miss The Way It Used To Be

  4

  Submitted by Collected by Healthwatch Norfolk Staff 20th September 2023

  I've been a patient here for 26 years now. I used to always see the same doctor, he knew me and I knew him. Now I end up seeing multiple doctors and they don't know me. They are very good doctors and great staff, I just miss the way it used to be.

• Reply from Heacham Group Practice

  Thank you for your lovely words. We recognise that our Practice has changed and we hope that you continue to have a good experience with us.

• Surgery Is Improving

  4

  Submitted by Collected by Healthwatch Norfolk Staff 20th September 2023

  I was able to come today and see a doctor. I called this morning and they got me in for an appointment an hour later. I think the surgery seems to be improving, but I know we can't expect miracles. At least they let you in the building now. I do think they're really trying and I know they have a lot of work to do everyday.

• Reply from Heacham Group Practice

  Thank you for your kind words recognising the improvements that we have been making.

• Really Good Dispensary

  4

  Submitted by Collected by Healthwatch Norfolk Staff 20th September 2023

  The dispensary are really good, never have any issues there. My main concern is that I can't always get an appointment when I feel like I need one. On the times that I do get to see a doctor they're very good.

• Reply from Heacham Group Practice

  Thank you for your kind words regarding our dispensary. We are reviewing our appointment system, so hopefully the changes will help you. It is pleasing to read that when you have seen a doctor that you have found them to be very good.

• Miss Seeing My Family Doctor

  3

  Submitted by Collected by Healthwatch Norfolk Staff 20th September 2023

  I've been a patient here for over 20 years. For most of that time I had one doctor who I always saw. He knew me and my family and it was an excellent service. In the last few years that's changed and I never get to see that doctor anymore, even though he still works at the surgery. I see lots of different doctors who don't know me or my history. I really miss the way it used to be. I'm getting older, but I put off coming in when I have an issue now, because I don't like the way it is. The nurses are brilliant and the treatment is good, I'm just disappointed that so much has changed.

• Reply from Heacham Group Practice

  Thank you for your review. We are pleased that you are happy with our brilliant nurses. Please do not be put off coming in when you have a problem. All of your notes are available to any doctor who sees you. We are reviewing our appointments system to try and enable better continuity, but recognise that this is difficult to achieve on all occasions.

• Everything I could have asked for...

  5

  Submitted by Ian Steel 19th September 2023

  I woke up with symptoms that suggested I had a new health problem. I felt anxious and unwell, and I used the online contact form from the practice website to set out my concerns. The surgery responded very quickly, and booked me in for an appointment with the cardiac nurse on that same day. Christine the cardiac nurse had carefully read every word of my description of symptoms, and she listened sympathetically while I explained my concerns in more detail. She was equipped to conduct an ecg test, and this led to an immediate provisional diagnosis, which she explained to me effectively. I left the appointment with prescriptions for new meds, a range of blood tests initiated, a follow-up appointment booked, and a feeling that the practice had done everything I could have asked for to address my concerns.

• Reply from Heacham Group Practice

  Thank you for your review. We are glad that you had a good experience using our online service and with our nurse.

• Today was good

  5

  Submitted by Feedback collected by Healthwatch Norfolk 19th September 2023

  Today was good, I made an appointment okay and was seen today. All good. Usually it is more of a mixed experience. It would be good if you could book a routine appointment ahead. If it's not urgent booking 2-3 weeks ahead would be good.

• Reply from Heacham Group Practice

  Thank you for your review. We are reviewing our appointment system and hope to be able to offer more pre-bookable appointments

• They need to call back on the day stated

  4

  Submitted by Feedback collected by Healthwatch Norfolk 19th September 2023

  I had a problem and called last week to make an appointment. They said someone would call me back but no one called. I called again as it was Friday and was told I was on the list for a call back but no one called. I was left over the weekend feeling concerned. They called me yesterday, Monday and gave me an appointment today, which is Tuesday and now I have been seen. They should call when they say they will.

• Reply from Heacham Group Practice

  Thank you for your feedback. We are sorry that you did not receive a call back on the day you were expecting. We apologise for any distress that this has caused you.

• Helpful and answered my queries

  4

  Submitted by Feedback collected by Healthwatch Norfolk 19th September 2023

  The staff have been very helpful and have answered my queries. I called and got an appointment the same day, which works for me.

• Reply from Heacham Group Practice

  Thank you for your review. We are pleased that our service worked for you.