Last year when my mother was in her last months we were told we would get support and Dr visits. The Dr regularly didn’t turn up, support hardly ever arrived and my mother was often suffering. We wanted her last weeks to be with us fully focused on her but instead we were stressed and often having to argue her case. My last memories are of misery, anger and frustration. This is inhumane.
Additionally I have been put on anticoagulants indefinitely after my third pulmonary embolism. I am told I need a blood test and blood pressure appointment so that I can be monitored. I can get an appointment because they can’t book further ahead than two weeks but as I work for myself and often my clients have taken time off work to see me I can’t keep shifting them around as I lose income doing this - but as I can’t book further ahead with the surgery and my own bookings are 4-6 weeks ahead the issue goes on and on.
I also asked for a Dr to get back to me about whether I could have the shock wave therapy on my foot for an issue that has been causing problems for 12 months and which affects my job. The physio needed a Dr’s approval before proceeding but the Dr sent a message to say I should go back and ask my physio as he couldn’t confirm. Fortunately I was able to get hold of my consultant who answered my questions and who had taken the time to look it up. He should be doing better things with his time but thank goodness for his compassion and diligence. If he could look it up, why. Couldn’t a GP?
I have written to the Practice Manager to complain. No response.
The practice is a disgrace and I believe there are many more such complaints.
Had an medical need in October but finally got an appointment start of November.; not with a doctor but a Care Practitioner. Condition so bad sent immediately to A & E to deal with high blood pressure caused by stress. Waited for two hours and doctor there only treated stress issue, as that was on the form given by practice, and not the original reason for a visit. Remained in pain. Returned to the practice as condition worsened and saw the Care Practitioner again, who saw that the situation was so bad that needed to see a Doctor as his diagnostic skills needed support. Told this needed to be referred to experts, given some medication and sent home. We asked for a repeat of the mediation but were told that as it was available over the counter, we should buy it ourselves (£50 down when entitled to free prescriptions as a pensioner). Pain continued so we purchased the medication again, the chemist said that as the medication was so expensive why didn’t we get a prescription, indeed we asked. No improvement and returned to practice in January but appointment cancelled, rescheduled and told that all the Care Practitioner could do was make urgent referral to N & N. Pain continued and beginning of March called to ask about referral, told to call N & N directly, did this to be told that the referral was marked as routine not urgent, explained to them our position, ‘all we had to do was get our GP to escalate this to urgent and it would be treated as such’. Contacted the practice again to say that this would be referred to the Care Practitioner, who was on holiday for a week. I asked why a doctor could not do it, there were none available except the duty doctor for emergencies (we accept that after suffering for over five months, it was not an emergency and our village needs to see doctors). I asked why my doctor could not do it, told that they wouldn’t. This is no criticism of the staff taking my call, they are working in a system set up by the practice.
I would say the ‘service’ provided by the practice, in my opinion, borders on negligence and the village needs to address this position.
Submitted by Collected by Healthwatch Norfolk staff19th February 2024
Getting an appointment is very difficult and then you end up having to go to East Harling. The parking is terrible there. I had a fall the other week and bashed my mouth, a week later it was still bad. I rang the surgery and the message at 8:40 said there were no appointments left already. I did then get seen the next day and the doctor was good, but i did have to travel to the other site. It's not any individual problem, I think they haven't got enough staff.
Submitted by Collected by Healthwatch Norfolk staff19th February 2024
Hard to get an appointment. My mum has had to wait 4 weeks and she's 96. There's long queues on the phone and you can't see a doctor. It's changed since covid. You can also only go over one issue per appointment, I think you should be able to discuss several things, they could be connected.
Submitted by Feedback collected by Healthwatch Norfolk staff9th February 2024
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.
Submitted by Feedback collected by Healthwatch Norfolk staff9th February 2024
In the past the doctors surgery was excellent and brilliant with me as they knew I was an expert in care. But now you can't get an appointment. My relative did get one but it was with a locum. They were lovely but then left. My relative then had to see another locum and had to explain everything again. There is no continuity of care. They should also have someone who is a qualified nurse, rather than receptionists. I would give the professionals five stars but sometimes access to them is better than others.
Submitted by Feedback collected by Healthwatch Norfolk staff9th February 2024
I was referred to physio and I was told I was going to see a woman, but when I got there the physio was a young male. He was lovely, but it has happened a few times where you are told you're seeing someone but end up seeing someone different. It's also very rare I see a doctor, it's usually a practitioner.
Submitted by Feedback collected by Healthwatch Norfolk staff9th February 2024
They do a first class job and my prescription is always ready. I don't think there are any improvements that can be made to East Harling and Kenninghall. You have to wait 3 or 4 weeks for an appointment but I understand that as they have so many people on their books.
Submitted by Feedback collected by Healthwatch Norfolk staff9th February 2024
The surgery is really good but there are no doctors. The receptionists are wonderful and I can't fault the doctors I have seen. But they could improve by having more appointments and doctors as if it's an emergency it's difficult to get an appointment.
Submitted by Feedback collected by Healthwatch Norfolk staff9th February 2024
I go to East Harling and Kenninghall Surgery. My mum has anaemia and can't get to the surgery but they keep saying bring her to the surgery- but it's hard to get her there. They should make more provisions for when people get older and there should be home visits. Kenninghall surgery is short staffed. It's very hard to get an appointment. My relative got an appointment but it is in three weeks time and you don't want to wait three weeks to be seen. Some of the receptionists were really nice and were always happy and cheerful, but they have now left. I used to rate the surgery as very good, but now it would be three stars- although I know they're overstretched and need more staff.