Hoveton and Wroxham Medical Centre

Feedback

• So you have run out of appointments

  1

  Submitted by Sara Thwaites 15th September 2023

  I was in the surgery today and asked to book an appointment (as instructed by the nurse practitioner) with my Doctor. Imagine my surprise when I discovered that all bookable appointments were full and I would have to ring back on Monday when more appointments will be released. What a waste of life / effort / resources. I am stood in front of someone who could sort this out quickly and efficiently, but no, she is not allowed to sort this out but I must ring back, wasting more receptionist time This policy is obviously in place to stop people from booking appointments by adding unnecessary barriers I find it utterly bewildering and frustrating to come up against behaviour like this. I won't "forget" and will sort out the appointment. But what about the person who's energy levels are running really low, who's faced with yet another barrier they have to jump through to get a much needed appointment , or what about the person who's a little confused ... might they miss that vital doctors appointment because this practice chooses to put barriers in the way ?

  
  
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• Staff Are Pleasant & Very Polite

  5

  Submitted by Collected by Healthwatch Norfolk Staff 15th September 2023

  It's a very good surgery, I think. They always fit me in when I ask for an appointment. The staff are all pleasant and very polite. My GP is brilliant and the dispensary are fantastic.

  
  
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• Always Helpful

  4

  Submitted by Collected by Healthwatch Norfolk Staff 15th September 2023

  They are always helpful. Sometimes I do have to wait on the phone to get through. I can usually get an appointment if needed. My husband has had a lot of health issues and our GP has been very good.

  
  
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• Wonderful, They Go Over & Above

  5

  Submitted by Collected by Healthwatch Norfolk Staff 12th June 2023

  It's 5/5 every time from me! I've never had any problems getting an appointment. They kept my husband alive and have gone over and above with his care. They've looked after me through it, too. It's just a great place, so wonderful. I can't even think of anything they could improve.

• Reply from Hoveton and Wroxham Medical Centre

  Many thanks for your encouraging feedback, which I have shared with the whole team.

• Very Thorough Service

  5

  Submitted by Collected by Healthwatch Norfolk Staff 9th February 2023

  I think they are doing a lot more face-to-face appointments now. I just had an annual check up. They did blood tests, checked my weight and blood pressure. I was very happy with that. Recently I had a face-to-face appointment with a junior doctor. It was very thorough, they did a broad spectrum of tests and then referred me for a colonoscopy. They've got a hearing clinic at the surgery and I've had a diabetic eye test there. They keep me up to date and I can order my prescriptions online. I am very pleased.

• Reply from Hoveton and Wroxham Medical Centre

  We are increasing the number of face-to-face appointments but retaining the option for a telephone appoint, which suits many patients and provides much needed flexibility for our doctors and nurses at busy times. We are also increasing the numbers of health checks: - Over 75 health checks for those that we seldom see at the Medical Centre. - NHS Health Checks for the over 40s (every 5-years). I am glad that you are pleased. Chris Stace, Practice Manager

• Really helpful and reassuring

  5

  Submitted by Maria 8th December 2022

  We were worried about our son having body aches and a high temperature, he was seen promptly, checked thoroughly and we were reassured that it was right to bring him in. Given local shortages, we were given two options to present to the pharmacist. Had to visit 5 pharmacies, but really glad he is now on a course to getting better.

• Reply from Hoveton and Wroxham Medical Centre

  I pleased your son is getting better and I'll pass your feedback to the team.

• Years of difficult access and poor service.

  1

  Submitted by Anonymous 2nd October 2022

  Getting an appointment with a doctor is very difficult and on several occasions I was pushed into booking appointments 2 weeks ahead when treatment was required more promptly. This was before the COVID pandemic. I now have little faith that my health issues will be dealt with in a timely manner and I feel this has resulted in unnecessary suffering and in a couple of cases in my family, the premature and near death of two members of my family. Some members of staff (the pharmacy and some admin staff) have been surly. I now avoid contacting them and seek medical help from other sources.

• Reply from Hoveton and Wroxham Medical Centre

  I am alarmed by your claims and invite you to contact the Practice management team. We have capacity to see urgent health problems the same day. We do not book routine appointments more that 2-weeks ahead unless it is a follow-up consultation. A few of my team have occasionally demonstrated the need for customer service training so we provided this in January 2023, which will improve the patient experience at Reception or at the Dispensary.

• Great Service

  5

  Submitted by Anonymous 7th June 2022

  I required advice on two occasions in the last month. Called reception in the morning, described the issue and on both occasions I attended a face to face consultation the same day

• Reply from Hoveton and Wroxham Medical Centre

  Thank you for your positive feedback.

• No longer a caring Service

  2

  Submitted by Les Wood 20th May 2022

  As a previous welfare officer, I fail to see how any practice can provide a professional service by telephone consultation and fully asses a persons wellbeing. Apparently Medication will not be prescribed if it is available over the counter, but this is an inconsistent matter, as I am fully aware that there are people who are prescribed over the counter medications, so how is that an inclusive service. I also help out an 86 year old couple in Wroxham who are at their wits end due to the poor level of service provided, so much so that they are paying to seek private medical attention. That is just not right, regardless of wether the individual can afford it.

  
  
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• Generally Good

  5

  Submitted by Collected at Healthwatch Norfolk Event 25th April 2022

  I find the staff have generally been good. When I've had an issue it's been dealt with promptly. I'm happy with it.

  
  
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