My 82 year old mother has been told she can't have a face to face appointment with a doctor. Instead she was told she would receive a call back from the doctor. She waited all day but no one called. After contacting the surgery again she was told that she will receive a phone call the following day. Her symptoms are indicative of either muscular damage or a blood clot in the leg. A phone call 3 days after contacting the surgery (assuming that the doctor does actually phone) is not good enough for any patient let alone one who is elderly.
Reply from Heacham Group Practice
Hello
I am very sorry to hear of your mother's experience at the Practice.
Can I ask you to contact me as soon as possible so I can investigate this matter.
Can I thank you for bringing this matter to my attention.
Lucy Woodall
Practice Manager
Follow up call, after major surgery
5
Submitted by Anonymous26th November 2022
Unexpected phone call out of surgery hours to check up on how my child was, following quite a big operation. Reassuring and caring GP who had time to discuss concerns and organise extra medication. So thank you.
Reply from Heacham Group Practice
Thank you for taking the time to give us your feedback, I will cascade this back to the team.
Called surgery 24/11/22 receptionist very he
5
Submitted by Lynn Edwards 24th November 2022
Was called back & offered appointment same day.
Reply from Heacham Group Practice
Thank you very much for your feedback. I will ensure the Team receives your positive comments .
Swift diagnosis of appendicitis
5
Submitted by Lois Carrick21st November 2022
I was offered an appointment within 3 hours and the doctor diagnosed appendicitis and rang to hospital immediately to arrange for me to be admitted to the surgical assessment unit without delay. Extremely impressed with the speed of response.
Reply from Heacham Group Practice
Thank you for taking the time to pass on your comments
I hope you are on the mend.
I will ensure the Team receives your positive feedback.
Dogs in the surgery
1
Submitted by Anonymous27th October 2022
Whilst waiting for my appointment today I was shocked to see 2 terrier type dogs being led down the corridor by one of the receptionists and put into one of the consulting rooms. They proceeded to bark for some time before being collected by the same receptionist and taken outside. This is unacceptable and inappropriate on so many levels.
Reply from Heacham Group Practice
Thank You for your feedback.
We have already been alerted about this incident and the Practice is currently investigating the matter.
Lucy Woodall
HGP Practice Manager.
Quick response
5
Submitted by Avril Almey20th September 2022
Requested to see or speak to GP this morning
G P phoned 3 hrs later (not regular doctor) very pleasant
Listened to what I needed to say
Arranged medication
Reply from Heacham Group Practice
Thank you for your Feedback
very uncaring
1
Submitted by Anonymous8th September 2022
l have an ulcerated leg a swab was taken by district nurse on 5th Sept 2022 l had not heard from Heacham surgery the outcome so today phoned, was told by receptionist the results came in today and doctor had sent a prescription to chemist for antibiotics. Phoned the chemist to be told the prescription had been sent across on Wednesday 7th Sept 2022, as the chemist was closed this afternoon l could not pick the tablets up. No one contacted me from the surgery to let me a prescription had been sent across, therefore l have lost a day to getting rid of an infection
Reply from Heacham Group Practice
Thank your for your feedback , I am sorry to hear of your recent experience of the Practice.
Can I ask you to make contact with me , so I can investigate this matter further .
Thank you for bringing this matter to my attention
Lucy Woodall
GP Practice Manager
Difference between Heacham and Snettisham
3
Submitted by Anonymous31st August 2022
The two practices , in my experience, are run very differently. At Heacham it has proved difficult to get an appointment. When I tried online I was given a date 3 weeks hence. Due to poor phone signal I could not receive triage calls. When I spoke to the receptionist she was incredibly unhelpful when I asked for a WhatsApp call, having explained the reception problem. She informed me it wasn't possible and that it was my problem to sort! I then went to Snettisham surgery to see if they could be more helpful. They were! Instantly the receptionist put a note on my file for the doctor's attention and later that day I received a WhatsApp message with an immediate appointment. Every time I have seen a doctor at Snettisham they have acted immediately when necessary to refer me to the hospital. An excellent service . The reception staff at Heacham need retraining. It is difficult to rate staff attitude as they are so different.
Reply from Heacham Group Practice
Thank you for your feedback
I will follow this up at our next reception meeting as a learning point. I am pleased that you were dealt with promptly at Snettisham and received GP a GP call on the day.
Praise for reception staff and pharmacy
5
Submitted by Anonymous23rd August 2022
Following my husband having a stroke, being admitted to and then discharged from Kings Lyn hospital the surgery supported us by making my husband a temporary patient and dispensing his medication . They were helpful, considerate ,kind and professional.
Reply from Heacham Group Practice
Thank you for your lovely comments , I will ensure the team receives your feedback .
Lucy Woodall
I apologise because I know they are trying
1
Submitted by Anonymous21st August 2022
My husband has a painful shoulder. He booked an appointment as he is getting increasing symptoms. Not able to put arm our in front etc and needs to be seen. He waited three weeks until a day before his appointment when he received a voice message saying it was the surgery about his appointment the next day. He tried to phone back as soon as he received the message. No reply. He phoned next day and waited 20 minutes for operator to inform him that the Dr he is due to see is no at work today so appointment cancelled. He tried to book another appointment but was told no you cannot. He was told that the triage Doctor would phone him that morning between 9-12. He waited. He is still waiting, still in pain and who knows what is happening in his shoulder. We checked online to make an appointment. All online services say not available. Has the surgery closed? Should we attend A&E? what should we do? The operator at the surgery just said you can’t book another appointment and now he’s just in limbo.
Reply from Heacham Group Practice
Thank you for your feedback. I am obviously very concerned to hear of your experience at then practice. Can I ask you to contact me so I can investigate this matter.
Lucy Woodall