Heacham Group Practice

Feedback

• Neighbour and family

  5

  Submitted by Avril Almey 26th May 2023

  I saw my neighbour was in need of medical help. She wasn’t keen on Drs she kept telling me, but eventually we got there. Asked for her to be seen, appointment 45 mins later. She now likes the Doctors. My husband phone 111 in the night, got advise and told to see GP in the morning. As was calling at 8.30 a little wait, certainly not much. Seen within the hour. Very polite and helpful trainee. My hubby (I was with him) agreed to have consultation with video. Urgent appointment requested and all bloods done following morning. Very pleased. Used Snettisham and Heacham surgery

• Reply from Heacham Group Practice

  Thank you for your positive feedback. We are pleased that you have had positive experiences while using our services.

• Heart assessment

  5

  Submitted by Anonymous 31st March 2023

  Telephoned surgery this morning for an appointment for a heart check due to intermittent pain, was invited to see the cardiac nurse a few hours later. The nurse was amazing, performed ECG & a few other checks before reassuring me that all was ok. We’ll done Heacham Group Practice, you’re doing a fantastic job.

• Reply from Heacham Group Practice

  Thank you for taking the time to leave your review. We are pleased that you have had a good experience while using our service.

• Heart failure review

  5

  Submitted by Steven Kendrick 28th March 2023

  The specialist nurse was very accommodating. Allowing me to have an appointment outside her normal time slots.

• Reply from Heacham Group Practice

  Thank you for taking the time to leave your review. We are pleased that you have had a good experience with our service.

• Excellent

  5

  Submitted by Avril Almey 21st March 2023

  A relative of mine messaged the surgery in the morning, yesterday. She was given an appointment for 4.30p.m. This was with a trainee doctor. She was very impressed with the service. This was NOT an urgent appointment. ,

• Reply from Heacham Group Practice

  Thank you for taking the time to provide your kind feedback. We are pleased that we met the needs of your relative.

• Telephone

  1

  Submitted by Avril Almey 24th February 2023

  This afternoon I phoned (tried) my surgery, at the request of a GP conversation yesterday. I tried several times, was engaged. Understand. Eventually it was acknowledged with the observations of high calls, Covid restrictions etc. I held on for 15 mins. Then gave up. I can appreciate being busy but a line held up for 15 minutes I think is not acceptable to the patient or the in use line for the staff.

• Reply from Heacham Group Practice

  Thank you for your feedback. We are currently reviewing our telephone system and will be making improvements to it. We hope that this will improve patient experience.

• Utter disgrace!

  1

  Submitted by Anonymous 19th February 2023

  I today received the results from a private health check which flagged something which an required urgent GP visit.  I booked an appointment and had to see a doctor in Snettisham.  I don’t ever recall speaking to a more unhelpful, rude doctor so unwilling to help or care. Her attitude is an utter disgrace, she is offensive and really doesn’t give a damn. Do yourself a favour and ask for a different doctor

• Reply from Heacham Group Practice

  Thank you for your feedback. We are sorry to hear of your experience. If you would like to contact the Practice, I would be happy to arrange a time for us to discuss your concerns.

• Outstanding care given to my daughter

  5

  Submitted by Anonymous 13th February 2023

  My daughter had been feeling unwell which we tried to self manage for a week. However she was not improving and arranged appointment at surgery. She was seen face to face in same day by Dr Clifton and treated with antibiotics. She developed a rash a week later therefore arranged anither appointment. Again same day face to face appointment with Dr Clitheroe. We are so impressed by the efficiency of getting appointments, the care , kindness and reassurance given to my daughter . Extremely grateful for great care. Thank you.

• Reply from Heacham Group Practice

  Thank you for your kind words - we are really pleased that you have had positive experiences of using our service. Thank you for taking the time to feed back.

• Upset and Destroyed

  1

  Submitted by Tracey Hipperson 10th January 2023

  After my previous post some time ago, I felt it did no good at all, as the office manager said contact her as matter of urgency, which I did, only to be told she was not available but would ring me back, which she has never done....So I gave up trying completely. I struggled on trying to manage, only for my iron blood levels to fall lower than they had in 10 years dur to my condition, I had to have two iron infusions in quick succession to try and bring it up again, I was so tired I could not operate, the hospital were very surprised and angry when I was sent to them with a printout from the practice intranet which dictated it wasn't their job to tell me the final results so I had to take that pice of paper to the day emergency unit where I had been seen, for them to look at the same results that the practice had access to and relay them to me, what a shameful state of affairs. I also struggled with a growth behind my ear for nearly 2 years,, getting bigger and increasing in pain, I asked on 4 separate occasions for help and was dismissed by the same doctor, I was eventually heard by a temp doctor who referred me and the lump was removed by surgery as attached to a nerve causing the pain, I now have some permanent numbness that could have been avoided. Tonight I asked to speak to a doctor just to get my checks sorted out so my heath this year is supported. I managed to book diabetic checks and asthma checks. And my injections via the receptionist she was lovely, but the doctor that rang me was a different matter. I found it harder to understand her as she had a very strong accent, but there was no mistake that she did not want to help me or listen to me, she was so very rude and dismissive, she was very curt and almost aggressive in her approach. There was no patient care at all and I was so upset I cried when coming off the phone when she dismissed me saying she had 10 minutes and no longer but I have too many problems to sort so I have to request another call. I was devastated as I was only asking for checkups. Tonight I have not been able to eat my dinner and am extremely upset, I am not expecting anything to happen as I've tried before, I just needed to vent and move on. I do believe if as a doctor you have no empathy for your struggling patients, why are you in the role at all, yours is not a job its a vocation.

• Reply from Heacham Group Practice

  Thank you for your feedback . Please accept my sincere apologies that you have felt the need to complain regarding your care at Heacham Group Practice. I look forward to meeting with you soon so we can investigate the issues you have raised. Can I thank you for bringing this matter to my attention Lucy Woodall

• Very grateful for great care

  5

  Submitted by Anonymous 6th January 2023

  Always impressed with the care at the surgery. Staff were kind, friendly and very helpful. The doctor was also informative and reassuring, including what to do just in case things got worse over the weekend. Thank you

• Reply from Heacham Group Practice

  Thank you for your feedback and taking the time to let us know . I will ensure the team are feedback your comments . Lucy Woodall

• Every part of website is unavailable

  2

  Submitted by Anonymous 2nd January 2023

  Trying to order repeat prescription online. The appropriate form is unavailable due to covid?? The ‘request an appt’ form is unavailable due to covid???

• Reply from Heacham Group Practice

  Thank you for your feedback , we are amending our web page to bring it up-to-date . I hope next time you go to order your medication you will see the changes . Lucy Woodall