Heacham Group Practice

Feedback

• It's difficult to make an appointment.

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 28th July 2022

  You are well looked after once you get in, although you can feel a bit pushed or rushed sometimes. It's difficult to make an appointment. The wait on the phone takes ages.

• Reply from Heacham Group Practice

  Thank you for your feedback You will be pleased to know we are currently installing a new telephone system so hopefully this will help with improving our access . Unfortunately the lines are very busy at particular times of the day and recently with the closure of our local Pharmacy at short notice , which is beyond our control , this has also not helped with the demands on our services. Have you tried booking an appointment via our webpage www.heachamgrouppractice.org . The webpage offers a variety of Patient choices of services that can be booked on line.

• All staff are really nice

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 28th July 2022

  It is fine but I came with my father and we had to wait in the surgery for 45 minutes before we were seen. For me that would not be a problem but it was for my father. He fell asleep and when we were called in Dad was then less able to communicate well with the doctor. The staff are all really nice.

• Reply from Heacham Group Practice

  Thank you for your feedback Lucy Woodall

• Sometimes you see temporary doctors

  2

  Submitted by Feedback received through Healthwatch Norfolk post 28th July 2022

  Can be seen by various temporary doctors and not pleasant. Some doctors are very good.

• Reply from Heacham Group Practice

  Thank you for your feedback , I am sorry to hear of your recent experiences at the Practice . It is always important to get feedback with regards to our services . Lucy Woodall GP Practice Manager

• Poor service, poor patient care

  1

  Submitted by Feedback received through Healthwatch Norfolk post 28th July 2022

  Poor service of general standards, poor patient care. There is a lack of courtesy by reception. Doctors are distant from patients and do not wish to engage

• Reply from Heacham Group Practice

  Thank you for your feedback . I am sorry to hear of your concerns with regards to the care that you receive form the Practice. Can I ask you to make contact with me so I can investigate your issues raised to see how we can demonstrate to you that we are able to provide you with the care you need . Lucy Woodall GP Practice Manager

• No use getting frustrated

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 28th July 2022

  I find it alright. You just have to go with the flow. There is no use getting frustrated about things. There can be long waits on the phone, although today was good.

• Reply from Heacham Group Practice

  Thank you for your feedback Lucy Woodall

• There are some issues

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 27th July 2022

  4 stars but there are some issues. I wasn't aware that receptionists were able to give you results. I expected to speak to a doctor or nurse or to make an appointment to see somebody. It would have been better to speak to someone. Another time I was also told to come in for a blood test and when I arrived the attitude on reception was not good. It turned out I was told I was coming for a blood test but the appointment had been made for a doctor. It was very confusing and badly managed.

• Reply from Heacham Group Practice

  Thank you for your feedback . Can I ask you to contact me so I can investigate this episode . Lucy Woodall GP Practice Manager

• Usually really good.

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 27th July 2022

  Normally it is really good. Everyone is really nice here. It is just the wait on the phone which is the reason for one less star.

• Reply from Heacham Group Practice

  Thank you for your feedback . You will be pleased to know that we are in the process of updating our Phone system. Lucy Woodall

• Very good.

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 27th July 2022

  Generally it is very good. There have been odd occasions when you get frustrated - when you want to say something and get understood. They are always very good with young children.

• Reply from Heacham Group Practice

  Thank you for your feedback Lucy Woodall

• Once you get in, it's all fine

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 27th July 2022

  Today it was good. I called this morning and I was seen this afternoon. However it is not always like this. Once I called and had to wait for a call back. They called but I was on the phone so missed their call. I then had to call them back which meant another wait of half an hour on the phone in the queue.

• Reply from Heacham Group Practice

  Thank you for your feedback .

• Doing their best

  3

  Submitted by Feedback collected by Healthwatch Norfolk staff 27th July 2022

  I have only recently got to see the doctor. The phone system is not good. I've been to A &E at the QEH twice because I couldn't get an appointment. They are doing their best but it's not great. It is improving.

• Reply from Heacham Group Practice

  Thank you for your feedback . I have some good news , we are having a new telephone system installed in September so I hope you will see an improvement with our service . Lucy Woodall