Manor Farm Medical Centre

Feedback

• Awful service used to be good

  2

  Submitted by Feedback collected by Healthwatch Norfolk 11th August 2022

  I would give it 2 stars out of 5 now but it did used to be much better. It has been awful since COVID and it is now worse than during COVID. You don't really know what's going on. I called the other day and I was number one in the queue for half an hour. When I got through I was told they can't speak to anyone and I should call 111. It would be helpful if you could hear this information without having to wait for half an hour on the phone first.

  
  
  Leave a provider response

• I'm happy here

  5

  Submitted by Feedback collected by Healthwatch Norfolk 11th August 2022

  I am happy here. I just love the doctor, absolutely brilliant. I am happy with everything , we know they are low on doctors but you just go with the flow. I book my appointments on the phone and that works well.

  
  
  Leave a provider response

• Overall I am very happy

  4

  Submitted by Feedback collected by Healthwatch Norfolk 11th August 2022

  Overall I am very happy with it. My experience here has been fine. I don't like to book an appointment over the phone, the queues are too long. The long recorded message when you call could be modified or skipped. It's too long. You can send a message online which is better.

  
  
  Leave a provider response

• Patient and accommodating

  5

  Submitted by Collected by Healthwatch Norfolk staff 10th August 2022

  They are very good with booking appointments, I work shift work and they are very patient and accommodating around my work. The whole service has been good. When I've come for appointments I come in on time or before my time. They are very good at explaining everything and very calming. The dispensary can be a little slow and it can be a week or so behind but it is not a bother. I am signed up to text services which is a good method of communication.

  
  
  Leave a provider response

• Always found them very helpful

  5

  Submitted by Collected by Healthwatch Norfolk staff 10th August 2022

  I have always found them very helpful and they will fit you in no matter what. Often 10th in a line on the phone and can wait a while to get through and they usually say the doctors will call you back. If there was an emergency I am quite sure they would look after me. Friendliness and helpfulness. Nothing at all to improve. I always come early for parking.

  
  
  Leave a provider response

• If I need to see anyone then I have

  5

  Submitted by Collected by Healthwatch Norfolk staff 10th August 2022

  I book appointments on the phone and I haven't ever had a problem. They call me up to come up for my checks. If I say I need to see my doctor they book me an appointment with them. Other than the parking which is horrendous they have been very good, if I need to see anyone then I have.

  
  
  Leave a provider response

• I am happy with all the staff

  5

  Submitted by Collected by Healthwatch Norfolk staff 10th August 2022

  I book appointments over the phone and I have never had any problems. I am happy with all the staff at the surgery. The only drawback is that I hardly ever see my doctor but as long as the person I see is fine then that is okay. One small improvement would be to change the music when they put you on hold.

  
  
  Leave a provider response

• It is mediocre at the moment

  2

  Submitted by Collected by Healthwatch Norfolk staff 10th August 2022

  It's difficult, I don't know what is happening, it is mediocre at the moment. Parking issues make it difficult for the elderly and I worry about getting a place. So many elderly people can only get here by driving. We parked on the drive today. If I had to park down the road then it is too far. One time I tried to phone in and was in a queue, I had been 15th in the queue. When I got through they were laughing and then it cut off. You have to get up and try to phone at 8:30.

  
  
  Leave a provider response

• Looked after me well over the years

  4

  Submitted by Collected by Healthwatch Norfolk staff 10th August 2022

  They have looked after me well over the years. Especially with things going on at the moment with COVID. I haven't had a lot of trouble booking appointments other than long waits. I find the receptionists very pleasant but you have to get past them to get an appointment. They need more than one person taking appointments, they have staffing issues. Parking is a nightmare. One time my granddaughter told me I had an infected liver and to go to the chemist. I went to the chemist and was told to go to the doctor. The locum doctor I saw was so abrupt I nearly cried.

  
  
  Leave a provider response

• Appointment today

  1

  Submitted by Anonymous 18th July 2022

  I waited 45 minutes on hold before I could speak to someone to make an appointment. I arrived 10 minutes early, then had to wait an hour past my appointment time to be seen. I was prescribed antibiotics, only to find the pharmacy is closed from 1230 to 1400. I didn’t fancy waiting for another hour and ten minutes, so left empty handed. If I wasn’t on holiday today, I wouldn’t have got an application at all, because I can’t wait 45 minutes on hold while I’m at work. The state of the NHS is what it is, but I would like to know what steps are being taken at my surgery to improve this situation.

• Reply from Manor Farm Medical Centre

  Thank you for your feed back We are experiencing a high level of staff sickness this includes two Doctors. I am sorry you have been inconvenienced today I am hoping this situation will be short lived we are trying to manage the practice in the best way possible with the staff we have but obviously staff shortages have a knock on effect to our patients . We feel keeping open was our main priority the other option was to close. Please accept my sincere apologies Regards Tracey Smith Practice Manager