Hemsby Medical Centre

Feedback

• Not fit for purpose

  1

  Submitted by Anonymous 29th December 2022

  Unable to contact them, new phone system means you can’t contact. You can’t leave a message online. I have made a complaint that has not been answered and receptionist told me to go to cqc if I wanted. Repeat prescriptions changed and vital medications missing.

• Reply from Hemsby Medical Centre

  Dear Patient Thank you for taking the time to leave the surgery some feedback. Our apologies that you have been unable to contact us. Our new telephone system went 'live' in the beginning of January 2023 and we recently changed our ways of working to have a Patient Services Hub where all the calls are answered by our team. We are sorry to learn your complaint has been unanswered, could you please email nwicb.complaints.coastalpartnership@nhs.net with further information so this can be investigated further for you. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal sites The Coastal Partnership

• A village without any doctor's

  1

  Submitted by Ann Henwood 27th December 2022

  Since covid there has not been a permanent doctor. Appointments are non existent Telephone lines are not answered Results not available Never know such poor service available to local people

• Reply from Hemsby Medical Centre

  Dear Patient Thank you for taking the time to leave the surgery some feedback. Our apologies that you have encountered issues with the practice. Our new telephone system went 'live' in the beginning of January 2023 and we recently changed our ways of working to have a Patient Services Hub where all the calls are answered by our team. We also changed our appointments system so there are more appointments to book either face to face or via a telephone consultation. We have permanent Salaried GPs and multi-skilled clinicians and we are actively continuing to recruit to our practice team. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal sites The Coastal Partnership

• Never any appointments

  3

  Submitted by Anonymous 27th December 2022

  The only way I can get an appointment is to fill in the online form then wait for a callback. I've now given up but am in constant pain with a back injury.

• Reply from Hemsby Medical Centre

  Dear Patient Thank you for taking the time to leave the surgery some feedback. Our apologies that you have encountered issues with the practice when trying to book an appointment. Our new telephone system went 'live' in the beginning of January 2023 and we recently changed our ways of working to have a Patient Services Hub where all the calls are answered by our team. We also changed our appointments system so there are more appointments to book either face to face or via a telephone consultation. Please contact us again so we can arrange an appointment with a clinician for you. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal sites The Coastal Partnership

• Pleased

  4

  Submitted by Hannah 27th December 2022

  All the staff are helpful from receptionist, nurses, doctors and management. The new system needs some training on as I have had a couple of appointments booked incorrectly.

• Reply from Hemsby Medical Centre

  Good afternoon Hannah Thank you for taking the time to leave the surgery positive feedback. Our apologies that you have had appointments booked incorrectly. We recently changed the way the practice works to enable the reception team to have training together. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal sites The Coastal Partnership

• No appointments available for 3 days in a row

  2

  Submitted by Katharine 10th August 2022

  My dad has been calling Hemsby surgery for 3 days at 7:55 every morning. At 08:20 the receptionist answers his call and tells him there are no appointments available. He's very upset because he's registered to this practice so why can't he get an appointment!? The receptionist is very polite, and I know it's not her or the Doctors who are a fault, but it's so deflating when he's trying to get an appointment and can't! Hopefully tomorrow we'll have better luck!

• Reply from Hemsby Medical Centre

  Thank you for taking the time to share your feedback with the practice. I am sorry to learn that your dad is experiencing problems in trying to book a appointment. We do offer appointments on the day and in advance, if your dad could contact our Site Lead at Hemsby on 01493 730449 she would be able to help you with this. Kind Regards Practice Operations Manager Coastal Villages Practice

• The staff are 5 out of 5

  4

  Submitted by Collected by Healthwatch Norfolk staff 19th July 2022

  Once you get in I'm very happy, the staff are 5 out of 5. The system needs a bit of improvement though. It would be good if we didn't have to spend so much time on the phone to get an appointment, sometimes there's 20 people in the queue, it can be a job to get through.

• Reply from Hemsby Medical Centre

  Thank you for taking the time to share your feedback with the practice. Its lovely to hear and I will share this with the team. I am sorry you have encountered problems trying to reach us, we will be changing our telephone system later this year. Kind Regards Practice Operations Manager Coastal Villages Practice

• Can't fault them

  5

  Submitted by Collected by Healthwatch Norfolk staff 19th July 2022

  The surgery really look after me. During lockdown they went above and beyond to make sure I could get my medication while I was shielding. I can always get an appointment, I can't fault them. We're so lucky.

• Reply from Hemsby Medical Centre

  Thank you for taking the time to share your feedback with the practice. Its lovely to hear and I will share this with the team. Kind Regards Practice Operations Manager Coastal Villages Practice

• Once you're in it's lovely

  5

  Submitted by Collected by Healthwatch Norfolk staff 19th July 2022

  I'm not too happy with the system but once you're in it's lovely. It's hard to get through and once you do it's a long wait to be seen. When I wanted to see a doctor the receptionist asked me a lot of questions and I didn't feel completely comfortable sharing everything with her, I wanted to speak to the doctor about it.

• Reply from Hemsby Medical Centre

  Thank you for taking the time to share your feedback with the practice. Its lovely to hear and I will share this with the team. I am sorry you have encountered problems trying to reach us, we will be changing our telephone system later this year. The reception team ask questions to enable them to book you in with the clinician that can best help you. If you ever feel uncomfortable explaining anything, then please let us know its 'personal' as we recognise not everyone is comfortable with this. Kind Regards Practice Operations Manager Coastal Villages Practice

• Nurses Are Really Good, Can't get GP Appt

  5

  Submitted by Collected by Healthwatch Norfolk Staff 18th July 2022

  Once I actually get an appointment and get through the door it's 5 stars. The nurses are really good and I feel like I can chat with them about anything. I can't get a doctor's appointment - only a nurse one for routine visits. I'd like to be able to walk into the surgery and book a future appointment to see a GP face-to-face, even if it is a two week wait. I find it so frustrating trying to get an appointment with a GP. I need a doctor to look at the lump on my knee. I went into the surgery today to pick up some prescriptions and asked to make a future appointment to see the GP, but the receptionist said she couldn't do that and said to call on Monday.

• Reply from Hemsby Medical Centre

  Thank you for taking the time to share your feedback with the practice. Its lovely to hear and I will share this with the team. I am sorry to learn you are having problems in trying to book a future appointment, we do offer appointments in advance, if you could contact our Site Lead at Hemsby on 01493 730449 she would be able to help you with this. Kind Regards Practice Operations Manager Coastal Villages Practice

• When they have a bad day - you have a bad day

  4

  Submitted by Collected by Healthwatch Norfolk staff 18th July 2022

  The Drs are alright at Hemsby. The pharmacy can be a bit difficult. Reception can be terse - when they have a bad day - you have a bad day! If you're not well you don't want to be spoken to badly and they pass on their bad moods sometimes.

• Reply from Hemsby Medical Centre

  Thank you for taking the time to share your feedback with the practice. I am sorry to learn that you haven't been happy sometimes with the service provided. If you would like us to investigate the issues raised, please contact the Hemsby Site Lead on 01493 730449. Kind Regards Practice Operations Manager Coastal Villages Practice