Ludham and Stalham Green Surgeries

Feedback

• It's good

  5

  Submitted by Healthwatch Norfolk staff on behalf of patient 14th May 2024

  I've been a patient here 20 years. It's good. The communication is okay and it's okay to get an appointment. There are no improvements I can think of.

• Reply from Ludham and Stalham Green Surgeries

  Good Morning, Thank you for your feedback. We use all feedback to identify learning points which help improve our service to patients. Thank you for taking the time to do so. Megan

• I can't really say I've had any problems

  4

  Submitted by Healthwatch Norfolk staff on behalf of patient 14th May 2024

  They don't tend to get my prescription correct. I usually telephone at 09:30 and I'm usually in a queue. I don't call any later, it's not good. Reception is fair, not great. I can't really say I've had any problems with my treatment here.

• Reply from Ludham and Stalham Green Surgeries

  Good Morning, Thank you for submitting feedback and I'm sorry to hear you have issues with your prescriptions. If you'd like to discuss this with Lucy (dispensary team leader) or any other manager, you're more than welcome to contact us so we can investigate the issue for you. We have also added a new feature which allows patients to press option 8 to hold their position in the call queue to save you waiting on the phone. I hope this helps. Many thanks, Megan

• Generally, pretty good!

  5

  Submitted by Healthwatch Norfolk staff on behalf of patient 14th May 2024

  Patient since 1968. They've been fine. It's nice to be back to normal. You can't just ring for an appointment, you have to wait for a call back to confirm. The communication is pretty good here. Reception is pretty good. Generally, pretty good!

• Reply from Ludham and Stalham Green Surgeries

  Good Morning, Thank you for your lovely feedback, this will be a great morale boost for our team! Many thanks, Megan

• Good experiences

  5

  Submitted by Healthwatch Norfolk staff on behalf of patient 14th May 2024

  28 years here. Good experiences. Good communication but it would be good not to have so much Coronavirus information on the recording when you ring in.

• Reply from Ludham and Stalham Green Surgeries

  Good Morning, Thank you for your lovely feedback. You'll be pleased to know our phone message has been re-recorded to make it as short as possible whilst still being informative. Many thanks, Megan

• We're very well looked after

  5

  Submitted by Healthwatch Norfolk staff on behalf of patient 14th May 2024

  I've been here 26 years. My experiences have been very good but in the latter months it has been very busy. Communication is good. Sometimes there is a telephone queue but you just wait. I left a message yesterday and they called me back at 08:15 this morning which I was very impressed by. I'm happy with the surgery. We're very well looked after.

• Reply from Ludham and Stalham Green Surgeries

  Good Afternoon. Thank you for your lovely feedback. We appreciate our call queues can be lengthy at times so we have therefore introduced our 'call back' function. This enables you to press option 8 when you are position number 5 or more in the queue. This will then hold your position and automatically call you back up to 3 times, when you are position number 1 to hopefully save you waiting on the phone. Many thanks, Megan

• The pharmacy here is second to none

  4

  Submitted by Healthwatch Norfolk staff on behalf of patient 14th May 2024

  I have been a patient for two years. The pharmacy here is second to none. I guess they are a busy surgery but it seems incredibly difficult to see a doctor. I've seen lots of nurses. I'm not online which is a bit of a problem. Calling in on the phone takes a while.

• Reply from Ludham and Stalham Green Surgeries

  Good morning, Thank you for your feedback. If there are any particular issues you wish to discuss further then please do contact a member of the management team. Many thanks, Megan

• We're satisfied

  5

  Submitted by Healthwatch Norfolk staff on behalf of patient 14th May 2024

  We've been with the surgery about a month. We're satisfied. It's quite good. Communication has been good. Sometimes it's a little confusing as to whether to pick up medication from here or Boots. There's not really anything else we can think of to improve.

• Reply from Ludham and Stalham Green Surgeries

  Good Morning, Thank you for your feedback. The general rule is if you live within 1 mile of the chemist, we cannot dispense to you, but if you would like to discuss in more detail, please do contact Lucy (Dispensary team leader) or a member of the management team so we can seek some clarity for you. Many thanks - Megan

• The communication is fine...

  1

  Submitted by Healthwatch Norfolk staff on behalf of patient 14th May 2024

  I have been a patient over 50 years. I arranged my appointment online. The communication is fine. It's just that the wait this morning (16/4/24) hasn't really been acceptable. I have waited an hour and a half. It should be within five or ten minutes. It is not fair on my husband who has been waiting such a long time in the car park.

• Reply from Ludham and Stalham Green Surgeries

  Good Morning, Thank you for taking the time to give feedback. I sincerely apologise this was your experience and this is absolutely not the service we strive for. If you would like to discuss in more detail so we can investigate what happened, you're more than welcome to contact a member of the management team. Many thanks, Megan

• They are normally superb

  3

  Submitted by Healthwatch Norfolk staff on behalf of patient 14th May 2024

  They are normally superb but today they are running an hour late and I work seven days a week. It was fine getting an appointment.

• Reply from Ludham and Stalham Green Surgeries

  Good Morning, Thank you for taking the time to give feedback. I sincerely apologise on behalf of the practice that you had to wait so long. This is not the service we wish to provide to our patients. If you would like to contact a member of the management team so we can look into this incident for you then you are more than welcome. Many thanks, Megan

• Just keep being told the same old thing

  2

  Submitted by Anonymous 28th March 2024

  Have had a problem with my sinus and ear for a good couple of months. I have jumped through all their hoops…2 pharmacist visits, 2 lots of antibiotics, walk in, more antibiotics. Finally got to see a nurse practitioner, more antibiotics. Back to nurse ear antibiotics and nasal swab sent off. Sent a request in to see someone about the result. No reply after a few days, only to be told on the phone that I can’t book an appointment with Nurse practitioner, can’t speak to the care coordinator, even though my major surgery is only 12 days away . I’ve waited over 18 months for this and I feel they’re not taking me seriously. Can’t even find a proper complaints procedure on the web site. Can’t believe how bad the surgery has become!!

• Reply from Ludham and Stalham Green Surgeries

  Good Morning, Firstly, I sincerely apologise for the delay in response. Healthwatch have had some teething issues with their new website which would not allow me to respond to your comment. I am truly sorry this is the experience you have had with the Practice and is absolutely not the level of care we strive for. We always encourage all feedback both positive and negative to enable us to identify learning so would be more than happy to have a conversation regarding your encounter. You can also find our complaints procedure here - https://www.ludhamsurgery.nhs.uk/policies/complaints/ As I say, I would more than welcome a conversation so please do contact the practice and ask to speak to myself if you would like to follow this up. Hopefully speak soon, Megan Buck - Assistant Practice Manager