Like many people I have developed a medical issue which, though not acute, is worrying me and so I would like to speak with a GP at least on the phone. Just ring up the surgery you might think...not so easy these days. I have called the surgery 3 times last week and this week and turned up at reception to ask for an appointment and I still do not have one. Each time, I am told the rota is full and to call back on such-and-such a date/time when a new rota will be issued. When I do, the rota is full again. I was (after pushing a little) offered an appointment in Spixworth under something called (without irony) the "improved access" scheme but I did not want to see a completely unknown GP in a surgery that is literally miles away. The next suggestion was to call at 8.30 am the following day and declare an acute situation (I guess most people might end up doing this) but I do not have an acute condition and I might take the place of someone that has. So, where I am now is that the surgery will call me in two days’ time when the new rota is issued. It's better than me having to call the surgery and repeat the conversation yet again. Maybe this will work but basically this is not very good, is it?
First I'd like to say that generally since moving to Aylsham I've been very happy with the treatment I have received on a number of occasions from the drs and nurses in the practice.
However, it now seems that they have out sourced all eye problems elsewhere. When I phoned with a problem with my eye I was given a number to call. I did this and was number 31 on the list of people waiting to speak to them. After nearly an hour I spoke to someone who briefly took details, asked me to take a photo of my eye and said someone would call me back. After several hours I was phoned. When I was trying to tell them I had had a similar problem less than a year before I was abruptly told she wasn't interested in hearing that. She was giving me a diagnosis. She said she could send a prescription to the GP to write for me or I could buy the things I needed over the counter. I asked for a prescription but she also sent me the details by email. This was fortunate because the prescription did not arrive, the GP would not talk to me and I was told I'd have to wait till Monday for it to come. I went and bought what I needed over the counter at a cost of £15. The prescription did not arrive for nearly a week and then the pharmacy did not have it in stock so it was 10 days before it was available. Meantime my eye got worse and on Monday I rang the eye place again - number 24 in the queue and nearly an hour before speaking to someone. He told me he couldn't write an NHS prescription and sent me a private written order I could take to the Pharmacist. I said I wanted NHS treatment not private treatment but it made no difference. According to him there was no way I could get NHS treatment for my problem. I did nothing with the written order. My eye is very slowly recovering and I'm hoping I won't have any future problems as the whole process has been a nightmare and it seems the NHS has washed its hands of eye conditions now.
I think it is important that the drs are aware of what happens when they out source things. They might feel they are making things easier at the surgery but actually it isn't working for patients.
As someone with a young family and with medical and mental health issues in the household we've found dealing with the practice easy.
Using the online portal is simple and usually triaged in a few hours, while staff are honest about what they are planning or if they need to refer to someone else - which we believe to be invaluable.
Only downside can be once they ask you to call the practice as the main reception number can take a while to be answered.
Although the Dr did her job and see me on the day and referred me to the hospital is wasn't done with any compassion. I was clearly a hindrance. I even heard her swear on the phone after she asked me to leave the room while she called, and she said this is cr** I deal with on a Friday.. Well I only left hospital the night before this appointment with a newborn baby. Or I would of called sooner. This doctor is rude and doesn't appear to show much compassion at all and I defiantly won't be seeing her again! Apart from her, the reception and dispensery team were lovely! It's a shame the actual doctor made this whole experience awful. I will be making a full complaint.
Submitted by Collected at Healthwatch Norfolk event10th March 2022
I still can't see a doctor face-to-face. It's very very difficult. You have to have a phone call first and then they decide whether to see you in-person. I had an issue that could've easily been dealt with at the surgery, but I had to go to A&E to be seen in-person. It just wastes everyone's time and resources.
Submitted by Collected at Healthwatch Norfolk event10th March 2022
I feel like the quality of care has decreased. I had to really push to get a face-to-face appointment with the doctor after I was discharged from hospital. I had heart issues, so a phone appointment wasn't going to be useful. It's really frustrating.
Submitted by Collected at Healthwatch Norfolk Event10th February 2022
I have significant hearing loss and switched to this surgery as my last one wouldn't let me have a face-to-face appointment with a doctor. They invited me to come in for a meet and greet at the surgery and set me up with a face-to-face appointment with the doctor right away. Everyone there is approachable, friendly and knowledgeable. They really make time for me.
Submitted by Collected at Healthwatch Norfolk event10th February 2022
The nurses are all very nice. I had a yearly 'MOT' there recently and the nurse was great. I told her my home blood pressure monitor was playing up and she said I could bring it in for her to look at. I don't like the fact that all the doctor appointments have to be via phone initially.
Submitted by Collected at Healthwatch Norfolk event2nd February 2022
The service from our GP surgery was terrible after my wife had a stroke. Once home from hospital there has been no care. We have also had to wait too long for a hospital appointment for an eye test.
Have to wait three weeks for a phone appointment after being referred by pharmacist. A long time to wait if you are worried about a possible problem. May have to wait longer for an actual appointment after speaking to doctor via telephone..