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Healthwatch is committed to providing a transparent and honest view of health and social care services. This is your opportunity as the health or social care provider to have your say on comments the public have left. It is designed to be constructive and allow both sides to have a fair and equal say in the matter so please:

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Original Feedback for Kenninghall Surgery:

2

Communication and access need improving

I went to the meeting about Kenninghall and East Harling surgeries and we were told it was set up for 3,000 people but now has 7,000 on their books. People were confused as to what the provision is and the set up. We were told that everyone needed to phone up at 8:30 which people found confusing. We were told that staff felt intimidated and that was affecting staff retention which made it seem as though patients were frightening off staff. There were also no doctors from the practice at the meeting. I think they need to communicate that they are on the side of the patient. They need to improve access- I phoned East Harling and wasn't sure who whether I was supposed to phone. There was a large phone que at 8:30 (but they did sort my problem and I got an appointment). There are concerns around the building of more houses and how this will affect the surgery. I have regular check ups and medication and that works well. The new system where you collect medication is also good, but initially there was some confusion and they gave me all the medication at once. There's lots of little hiccups. Patients want to know what they can do to help the system. We were told at the meeting that there are 5 doctors but not all of them work everyday so people get confused that they are not being seen when the surgery has 5 doctors. When you get booked in with a doctor they then leave and the new one says that they cannot do what the last one has said they can do, so it doesn't help when you have to keep seeing different doctors. There needs to be more working together because of the different layers of it.