Hellesdon Medical Practice

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• No appointments but never mind time for tea

  2

  Submitted by Feedback received through Healthwatch Norfolk post 15th September 2022

  No appointments but never mind, there is plenty of tea and chat to make up for it! After trying on the phone several mornings to make an appointment I went down to the surgery and still couldn't get one. Okay fair enough if you don't have any appointments you don't have any appointments, I have to sort something else out. But then a lady came through the door. She looked at me and the other lady and said do you want a cup of tea? She was very friendly and I thought at first she was talking to me, but I think she was asking the lady who was serving me. I am a pensioner on my own and wouldn't have said no to a cup of tea, but I really wanted an appointment more and that was what I there for. She saw someone in the waiting room who looked like a friend or someone she knew and then she chatted and giggled with them. The waiting room was busy and the phone was ringing non-stop just like when I tried to phone. I think this is how they do things now. If you can't get through on the phone you have to wait or ring back later or go in. The lady has gone off to make a cup of tea or chat to people in the waiting room and will be with you when she finishes talking to them. Oh dear, I suppose this must be what Hellesdon Medical Practice counts as good patient care these days and we are always being told to move with the times!

• Reply from Hellesdon Medical Practice

  Thank you for bringing this to our attention.

• Excellent service

  5

  Submitted by Anonymous 7th September 2022

  Seen by GP same day as i telephoned surgery. I was feeling anxioys. He listened and gave me time. He prescribed me short term medication and advised i return to see him in 2 weeks time. He was so kind

  
  
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• I've considered changing practices

  4

  Submitted by Collected by Healthwatch Norfolk staff 19th August 2022

  I've considered changing practices. I've been here for 20 years and Dr Duncan had an excellent manner. There were no communications when Dr Duncan retired. One of the doctors dismissed me and then I ended up getting diagnosed with a long term condition when I was in hospital. One doctor made me want to end my life. I saw the new registrar today and I had a good experience. They obviously assess on need, but it's made me feel really stressed sometimes trying to get an appointment. I know they're busy but how ill do you have to be?! They need more empathy.

  
  
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• I've been here since I was born

  5

  Submitted by Collected by Healthwatch Norfolk staff 19th August 2022

  I've been here since I was born. My experiences have changed over the years and it depends on the doctor but I've always been able to book appointments over the phone. Dr Duncan was lovely.

  
  
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• Need better communication

  4

  Submitted by Collected by Healthwatch Norfolk staff 19th August 2022

  They changed one of my appointments from phone to in person and I wasn't told so I missed the appointment. Normally good but need better communication. It also depends which receptionist you get.

  
  
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• Change in doctors

  3

  Submitted by Collected by Healthwatch Norfolk staff 19th August 2022

  They had a change in doctors, the other one had a personal touch who would phone you up which was great.

  
  
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• I'm always treated well.

  5

  Submitted by Collected by Healthwatch Norfolk staff 19th August 2022

  You can ask for specific staff, there are favourites but you'll have to wait longer for them. You feel secure with the doctor you know and they know you but if you need to see someone urgently then they fit you in. I'm always treated well.

  
  
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• Always satisfied

  5

  Submitted by Collected by Healthwatch Norfolk staff 19th August 2022

  I phoned up at 8.05 and got an appointment the same day. I saw the nurse practitioner which was excellent. she's wonderful. Always satisfied

  
  
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• I am looked after very well

  5

  Submitted by Feedback received through Healthwatch Norfolk post 16th August 2022

  Being 77 years old and vulnerable due to medication, I am looked after very well.

  
  
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• I have no problems

  5

  Submitted by Feedback received through Healthwatch Norfolk post 15th August 2022

  I have no problems making appointments

  
  
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