I have lived in Snettisham for 18 months now and cannot fault the excellent patient care I have received at all times from Snettisham surgery in these difficult times. Dr. Terry has been outstanding at all times whether I've needed a phone call or urgent referrals, she is a GP who genuinely cares about her patients and I for one am grateful for the excellent care and support she has provided in the time I've been here.
Reply from Heacham Group Practice
Thank you for your very positive comments, I will cascade these to the Team in particular to Dr Terry .
I like the screen booking in service
3
Submitted by Feedback collected by Healthwatch Norfolk staff31st July 2022
I have a good diabetic nurse. I am not always able to see my own doctor. I like the screen booking in service as it saves queuing.
Reply from Heacham Group Practice
Thank you for your feedback
It takes a long time to get an appointment
4
Submitted by Feedback collected by Healthwatch Norfolk staff31st July 2022
Apart from the appointment system it is fairly good. It takes a long time to get an appointment with my regular doctor. There is a long wait on the phone, it takes ages. It is quicker to come down to the surgery and make the appointment. I have also been left to wait standing in the surgery as there were no chairs. Not lots of people just no chairs. The place is also too small for the area.
Reply from Heacham Group Practice
Thank you for you for your very helpful feedback. We need to see how we can utilise our waiting room space better.
Our new waiting room as recently been refurbished at Heacham , so should you need to visit us again I hope you will be pointed to use this waiting area The demand on the GP Practice at the moment is very high.
We are currently mid-way through having a new telephone system installed, which I hope will make the difference for the patient experience.
I don't think they are seeing enough patients
3
Submitted by Feedback collected by Healthwatch Norfolk staff31st July 2022
Overall they are alright but they could improve. My feeling is they are not seeing enough patients. Look the car park is always nearly empty. Some of the GP's can be a bit non committal. I need more guidance. I have also emailed the practice but I have received no response. Two weeks ago I was asked to come for an appointment. It was because of a medication change the hospital had suggested but when I came the doctor did not know why I was there.
Reply from Heacham Group Practice
Thank you for your feedback
Happy to discuss further with you if I can ask you to contact me .
Post pandemic there has been a significant increase for requests from patients which is understandable.
All patients are offered a choice to speak to a GP and or see a GP and a high proportion of patients asking to speak to a GP .
As discussed I am to discuss your concerns with you directly .
Lucy Woodall
HGP Manager
I am always seen, I can't moan
5
Submitted by Feedback collected by Healthwatch Norfolk staff31st July 2022
I am always seen and can't moan. I do appreciate they are busy but there is a long wait on the phone 5-10 minutes.
Reply from Heacham Group Practice
Thank you for your very positive comments, I will cascade this to our team.
We are currently installing a new Telephone system which I hope will improve our access to the Practice.
Said they would call but didn't
3
Submitted by Feedback collected by Healthwatch Norfolk staff31st July 2022
I've tried for ages to get an appointment. This surgery used to be one of the best, but not anymore. The wait for an appointment is up to 6 weeks. I'm happy to see any of them. They said they would call me back and then they didn't. Then I heard I had to pick some antibiotics up from the chemist but they had not even see me so I don't know how they decided that was what I needed. I think I did need antibiotics but not sure how they knew. It is not a caring approach. I should be seen regularly for my diabetes but I have only just made an appointment which will be the first for 3 years.
Reply from Heacham Group Practice
Thank you for your feedback ,
I am very sorry to hear about your experience at the Practice.
Can You make contact with me please so I can investigate what happened
Thank you
Lucy Woodall
Practice Manager
Usually it is pretty good.
4
Submitted by Feedback collected by Healthwatch Norfolk staff31st July 2022
Usually it is pretty good. The wait on the phone can be an issue. Most recently though I called and was seen the same day. It is better than it was during COVID when it was very difficult to get an appointment.
Reply from Heacham Group Practice
Thank you for your very positive comments.
We are always looking how to improve access to the Practice with currently a new telephone system being installed, which will hopefully be up and running soon.
It is what it is.
3
Submitted by Feedback collected by Healthwatch Norfolk staff31st July 2022
Today my visit to the surgery was good as I was able to see a doctor face to face. Making an appointment over the phone can be difficult but today I booked as I was here. Last week was a nightmare. I needed a prescription which I was told had been done. When I went to the chemist 5 days later to collect it I found it hadn't even been sent. So I had to start again.
Reply from Heacham Group Practice
Hello , I am very sorry to hear of your experience at the Surgery , If I can ask you to contact me , I would be very happy to look into this for you .
Thank you
Lucy Woodall
Practice Manager
They are caring and help me
4
Submitted by Feedback received through Healthwatch Norfolk post31st July 2022
You are triaged over the phone. They saw me as an urgent patient. Very quickly.
Had to wait a while to see doctor but she was busy. Very polite, caring and help me when I needed help. I have had some very urgent health problems this year. Two very worrying. I was seen very quickly by nurses and doctors.
Reply from Heacham Group Practice
Thank you for your positive feedback.
Can I thank you for sharing your experiences with us .
Lucy Woodall
Times are difficult
3
Submitted by Feedback collected by Healthwatch Norfolk staff31st July 2022
Times are difficult since COVID and the GP shortage and it's impacting on my experience. It has changed since before and I don't think it will get back to how it was though. The booking system is difficult, it took 5 weeks to get today's appointment.