Heacham Group Practice

Feedback

• Great service

  5

  Submitted by Feedback collected by Healthwatch Norfolk 19th September 2023

  They called me at 10:30 today and asked if I could come in for 11:30. I did wait a little bit to be seen but that doesn't really matter. Also the other week I called and asked for an appointment and they said I could come in that day. It's good, nothing to complain about.

• Reply from Heacham Group Practice

  Thank you for your lovely feedback

• A fantastic team at Heacham Surgery

  5

  Submitted by Mrs Teresa Watts 6th September 2023

  My husband has had heart failure and had been to hospital twice. When he was discharged after being in twice, I phoned the doctor as he was struggling to get his breath. I got an appointment with Christine, the heart failure nurse. The day when we were there, we saw the paramedic Sally who put him at ease and asked so many questions. She initially didn't know if his heart was worsening or had an infection and worked with Christine to diagnose him. They worked together and decided to give him antibiotics and gave him steroids. They reassured me that I could get in touch if he worsened and asked us to come back in a few days. We went back and he had further tests and he had recovered. Everyone was a joy to deal with. They also suggested doubling some medication to help with another problem he had and upgraded his prescription. I came out thinking so many questions have been answered. I feel as though I have won the Lottery. They cared so much about him. I feel they went above and beyond the call of duty. I also went to mention Steph, the receptionist, who went out of her way to make me relaxed and organise the appointment for us.

• Reply from Heacham Group Practice

  Thank you for taking the time to leave such a lovely review. It would seem that the whole team have provided you and your husband with an excellent service. We are pleased that we have been able to support you.

• Follow up of blood tests.

  5

  Submitted by Hattie 1st September 2023

  I had my bloods checked about 2 weeks ago , a receptionist phoned me an asked if I could pop in an see the nurse. Two days later I popped into see the nurse….Cardiac nurse Christine, who explained my tests to me an reassured me all was ok. Change of a medication that I had trouble taking very reassured with the change. I have met Christine before all ways very professional , reassuring , explains so you can understand……Thank you.

• Reply from Heacham Group Practice

  Thank you for your lovely feedback. We are delighted that you have had a good experience while using our services.

• Cardiac nurse

  5

  Submitted by Mrs Hilary Kerr 29th August 2023

  My husband has been quite poorly for early 4 years and after a visit to Papworth received his result by letter which we didn’t understand. Our cardiac nurse Christine at our local surgery has explained everything in plain English putting my husbands mind arrest. She has continued to keep an eye on him until her received his cardiac appointment for the QE. Obviously it has been a really worrying time for us both but Christine’s reassurance has made such a difference. So easy to talk to and very knowledgable. Thank you so much you have made a terrific difference to both of us.

• Reply from Heacham Group Practice

  Thank you so much for taking the time to provide feedback. We are really pleased that your husband has received such good care from Christine.

• A very pleasing experience.

  5

  Submitted by Gordon Anderson. 18th August 2023

  Whilst taking my wife to the surgery for appointment I asked the receptionist if she could give me the result of a blood test I had three weeks previously for cholesterol, she told me she could not give me the result as she was not medically trained. As I stood there Christine came to me and said I heard you mention cholesterol and this is in my department, as it is early would you like to discuss it with me before my first patient arrives. As it turned out my Wife was her first appointment, she set us a task to check our blood pressure four times each day for a week and to report back. We are both most happy with the way Christine looked after us, it was like talking to an old friend

• Reply from Heacham Group Practice

  Thank you for your review. We are pleased that you are happy with the service you received.

• Cardio-vascular nurse appointment

  5

  Submitted by Chris Smith 15th August 2023

  Called into the surgery at lunchtime to ask to speak to Christine, the nurse for that area and was given an appointment for later the same afternoon. Christine had previously telephoned me a few weeks ago and we continued the discussion where she answered my questions and concerns quickly and pleasantly with good advise and support.

• Reply from Heacham Group Practice

  Thank you for taking the time to provide feedback. We are really pleased that you are pleased with our service.

• Cardiac Nurse appointment and follow-up

  5

  Submitted by Ian Morrison 15th August 2023

  A series of consultations with the very knowledgable and helpful Cardiology nurse were so reassuring with appropriate tests programmed and the results debriefed with carefully worded and understandable explanations.

• Reply from Heacham Group Practice

  Thank you for taking the time to leave your kind words. We are really pleased that you have had an excellent experience with us.

• Cardiac nurse appointment

  5

  Submitted by Michael Lane 6th July 2023

  Telephoned reception requesting an appointment regarding feelings of faintness. Was given an appointment that afternoon with Christine . She dealt with the problem promptly, friendly and in a very professional manner.

• Reply from Heacham Group Practice

  Thank you for taking the time to leave such a positive review. We will ensure that Christine is made aware of your lovely feedback.

• First class service

  5

  Submitted by Anonymous 3rd July 2023

  Phoned the surgery Monday last week, very helpful receptionist took the details, was informed I would be put on the triage list, lovely lady called me back within 30 minutes of my initial call to offer me an appointment with the gp, attended the appointment, blood test easily booked with receptionist on way out. Great service all round.

• Reply from Heacham Group Practice

  Thank you for your fantastic review. The team work really hard to deliver an excellent service. Thank you for taking the time to leave such a nice review

• Lack of Communication

  2

  Submitted by HEATHER CLOWSER 7th June 2023

  Having been a patient with the surgery since 1982 I suppose it says a lot that this is the first time I have had to complain. In Feb I saw a GP with nerve problems in my feet and legs.As I am a blood cancer patient I had already taken a break from Chemo tablets to see if that helped, in fact it deteriorated considerably. I was referred to the QE for nerve test but no response was received from the hospital. I was obliged to book a private consultation at The Spire, Norwich and the results of those tests were forwarded both to the GP and to Haematology. I received a letter from the QE after the GP requested an appt with a neurologist but was advised that no appts were available for approx 6 months. I have now booked yet another private consultation with a neurologist at Norwich. A doctor recommended to the GP that he should discuss with me the way forward in his letter of March 31st. This Monday, June 5th. I called the surgery to request a call with the GP and was advised that I would receive a call from him during the day. I phoned again yesterday and was advised again that I would be called during the day. Well, here we are Wed. 11.am still no call. I am struggling a lot with the physical side of this and the extra mental anguish doesn't help! I know that all the staff are under strain and that hospital delays are not the fault of the surgery but when it becomes so difficult to contact my first point of call, you will, I am sure appreciate why in this instance I feel badly let down. I normally sing your praises but in this instance I am sorry but the system really needs to improve.

• Reply from Heacham Group Practice

  We are sorry that you have been disappointed with our service on this occasion and that you feel let down. We will look into your comments and contact you directly. Hopefully we can put things right for you and you can once again sing our praises. Thank you for taking the time to provide us with feedback.