Please leave any feedback on The Humbleyard Practice page: www.healthwatchnorfolk.co.uk/services/the-humbleyard-practice-nr4-6ta
Feedback
57 responses from the local community
Overstretched
1
Submitted by Anonymous25th October 2021
With the surgery’s having to close due to staff shortages; that naturally has a knock on effect for the community. It’s over stretched. A villager was on hold for over 90mins: while still on hold drove to Hethersett practice and walked up to reception where they were all chatting and not answering the phone! Similar story; I’ve been on hold since 8am to be advised no appointments!!!! Absolutely shocking. Just cannot get a good practice anymore. Please be assured The nurses and doctors are all appreciated ! But the day to day running of the practice is just diabolical.
Hospital sent urgent request for a patient receive treatment. Surgery unable to provide but didn't offer an easy alternative treatment to resolve painful health issue.
I used the Doctors online platform to state what the need for my visit was and a couple of hours later I was contacted by a Doctor. A reassuring consultation over the phone and more convenient/safer than visiting the practice.
Shockingly bad experience over the last 20 months trying, as a friend, to support 2 frail elderly patients of this surgery.
Appearing no effective GP access for housebound patients. Appearing no way to manage communications or deal with repeat prescriptions unless patients are internet users.
And a phone system that at times cuts you off repeatedly even
eg after phoning for more than 1 hour to try to tell them that their patient was now dead.
In more that 20 months of supporting an elderly couple, both housebound, with frequent NNUH admissions and palliative care needs, I could not achieve a GP visit for them; despite their having been patients of this surgery for more than 30 years.
Surgery appearing to me to be failing to make reasonable adjustments for disability and age, in insisting all must use internet for contact with GP practice, when not all patients have internet or mobile phones, or family to assist. (The telephoning in of repeat prescription requests is also not accepted, even if have no internet and are bedbound, and this GP practice, unlike most, has 'opted out' of engagement in the Boots service to manage repeat prescriptions via the village pharmacy. )
This surgery also at times appearing (to me) to be close to breaching safeguarding 'neglect of vulnerable adult' thresholds in their failure to respond to requests for help. E.g following one hospital discharge, where I found their patient had been sent home without the multiple (repeat prescription) condition management meds needed, this GP practice advised me they would not send anyone out to assess, prescribe or arrange supply of the urgently needed meds 'as the hospital should have done this before sending them back' . That was true but it hadn't happened, so their patient was home and at high risk, but this GP practice also then declined to liaise with the hospital to arrange that NNUH supply any meds to their patient, now home. The surgery's solution of insisting that I should call an ambulance to return their patient back to the hospital "if, as friend, you are worried about their health", seemed to me to be an appalling failure to care for an elderly bewildered patient hoping to receive help and support, from their own GP surgery, in their own village. For the lack of a GP issuing an urgent meds prescription and then following up with a house call when able, we had yet another A & E admission and yet another ambulance transfer: which all appeared pretty questionable Best Interest decision-making at a time when their patient lacked mental capacity but had clearly expressed prior preferences for care in their own home.
Surely could be serving frail elderly housebound patients better, even in Covid times?
Reply from Hethersett Surgery
Thank you for your feedback on Healthwatch and I am sorry that your experiences of trying to help two elderly frail housebound patients has been difficult. If you could give me more details of the patients I will pass your concerns on to the Surgery Manager at Hethersett to investigate more fully
An Excellent Surgery
5
Submitted by Tim Eagle4th March 2021
Over recent months I have had a lot of contact with Hethersett and, to a lesser extent, Cringleford Surgeries. I cannot speak highly enough of this practice. They have looked after me faultlessly, and their hard work, attention and kindness have made the whole experience so much better.
from my GP through reception staff, pharmacy staff, nurses, phlebotomists and Diabetes specialists has resulted in excellent and friendly care.
Of equal importance, the attention to detail in investigating certain problems has resulted in an early diagnosis of a major issue, meaning I have been able to access treatment at the optimum time. Also, my GP's insistence on my receiving priority at the N&N, despite the challenges of Covid, has ensured a fast diagnosis and a quick start to treatment.
I have had great treatment from every single person I have encountered at the practice, and would like to take this opportunity to thank everyone.
I am writing on behalf of my Grandma, who is in her eighties and does not have access to the internet.
My Grandma called the surgery approx. 2 weeks ago to book an appointment in regards to an ongoing and painful condition. She was told that she would not be able to make an appointment in this call because everything has to be done online. My Grandma explained that she has no access to internet, so this new way of working does not work for her.
The receptionist replied "Mrs ****, I know you have two daughters. Get one of them to book the appointment for you." (WOW.)
Fortunately, my Grandma is a feisty woman. She raised the points that perhaps this was a private issue that she didn't wish to share with her daughters. OR what if she did not wish to burden her daughters with tasks, as they both work.
The receptionist agreed to book the appointment for her, "just this once." Which we all hugely appreciate.
But who on Earth agreed that this is a suitable way to run the surgery? I know for a fact that the elderly community in Hethersett is HUGE. How can you justify that those who need care - perhaps the most urgently - are now unable to access the surgery? And if they try, they will be met with the above responses?
Phone call appointments, online bookings are the new normal. Those of us who are able to adapt are pleased to. But for those who can't - what are you doing to insure they are able to access care?
Imagine if my Grandma wasn't as confident as she is. Imagine another elderly man or woman, listening to the receptionists, then saying "okay." and hanging up the phone. Perhaps they have no family, no internet access, and at this point: no hope.
This needs looking into desperately.
Thank you.
My GP was great right from the start of my cancer. Dr Dav started it off - he referred me because of my PSA and I ended up at the N&N. My doctor is great when you can get to see him that is. It's nearly impossible now, especially with the thousands of new houses they're building in Hethersett.
I only go back to the doctors every 6 months - as long as the results for my PSA come back okay it's all sorted.
There's a three week wait to see our GP and it can also be a long wait once you're in the waiting room too. But they have so many patients it is understandable.
It would be improved if a patient could have an appointment with their GP that they have been delegated to. At this time the waiting time seems to be approx. three weeks.