This surgery is part of Coastal Village Surgeries.
Feedback
61 responses from the local community
Good service
5
Submitted by Collected by Healthwatch Norfolk staff26th November 2024
They were running a little late but not too bad. The service was good.
Reply from Martham Health Centre
Dear Patient Thank you very much for taking the time to leave us your feedback. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites The Coastal Partnership
Very friendly
4
Submitted by Collected by Healthwatch Norfolk staff26th November 2024
Pretty good, I don't use the surgery a lot but when I have everyone is very friendly. I always get the test I wanted. The doctors are excellent. The only thing I don't like is ringing first thing at 8. When I came in a few weeks ago I could come into recepetion for a non-urgent appointment which was good.
Reply from Martham Health Centre
Dear Patient Thank you for taking the time to leave us your feedback. I am sorry to learn you have encountered difficulties when booking an appointment, we have pre bookable appointments each day including Saturdays and book on the day appointments available. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites The Coastal Partnership
Can be hard to get an appointment
4
Submitted by Collected by Healthwatch Norfolk staff26th November 2024
Sometimes you can get in, sometimes you cant. Sometimes you can be 80 in the queue. We care for an elderly person and things don't get picked up because it's hard to get an appointment.
Reply from Martham Health Centre
Dear Patient Thank you very much for taking the time to leave us your feedback. I am sorry to learn you have experienced difficulties when contacting the practice, we regularly review our staffing levels. We are going to be changing our telephone system soon and this will include a call back option which will hold your place in the queue. If you would like to discuss any of the issues raised, please contact the Site Lead at our Martham surgery who would be happy to help. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites The Coastal Partnership
I can get appointments
4
Submitted by Collected by Healthwatch Norfolk staff26th November 2024
Pretty good. Whenever I need an appointment I can get one.
Reply from Martham Health Centre
Dear Patient Thank you very much for taking the time to leave us such positive feedback, I will share this with the team who will be very pleased. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites
Can't get appointments
2
Submitted by Collected by a Healthwatch Norfolk member of staff6th November 2024
Struggle to get an appointment, there is long waits on the phone. The pharmacy said I needed to see a doctor but they couldn't get me in and said I would have to go to the walk in centre in Norwich. My husband can only do afternoon appointments due to his illness and wants to see a certain doctor due to his condition and the long wait on the phone at 8am is very stressful. You can be on the phone over an hour and then get cut off and have to listen to the message all over again.
Reply from Martham Health Centre
Dear Patient, Thank you for providing the practice with your feedback. I will ensure your comments are passed on. We are sorry to learn that you have had a long wait when contacting the practice, our average call waiting time in September was 13 minutes. We review all our feedback and we will be changing our telephone system later in the year and it will have the facility for a 'callback' which will hold the patients place in the call queue rather than waiting for the team to answer. We try to provide continuity of care with the same doctor but there are occasions when demand is high and for an acute issue we will offer a different clinician. If you would like us to investigate the issues raised further, please contact the Hub Lead at Martham on 01493 748833. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites
Brilliant
4
Submitted by Collected by a Healthwatch Norfolk member of staff6th November 2024
I have had 3 appointments in the last 2 weeks, you could not ask for better.
Everything is good
Reply from Martham Health Centre
Dear Patient, Thank you for providing the practice with your positive feedback. We will share this with the practice team. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites
They listen to you
4
Submitted by Collected by a Healthwatch Norfolk member of staff6th November 2024
They listen to you which is good.
We get on well with the doctor and always see the same one, she books in the next appointment for us so we don't have to and then there is no problem seeing the same doctor. This way I do not have to go over the same things time and time again.
I don't think the reception triage always works as they are not medically trained. I have needed to see someone before but they have said no.
They do what they do as well as they can.
Reply from Martham Health Centre
Dear Patient, Thank you for providing the practice with your feedback. The Patient service co-ordinators are trained in care navigation which ensures patients are directed to the most appropriate course of care. If you have any queries or concerns when trying to access an appointment, please ask to speak to the Hub Lead who is based at Martham with the team on 01493 748833. I will ensure your comments are passed on. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites
Once in it's fine
4
Submitted by Collected by a Healthwatch Norfolk member of staff6th November 2024
Think that once you get in everything is fine. The worse part is getting an appointment. There is a long wait on the phone and you sometimes get cut off.
Once you get in though it is brilliant, all the staff are fine, they are not rude and helpful.
Reply from Martham Health Centre
Dear Patient, Thank you for providing the practice with your feedback. I will ensure your comments are passed on. We review all our feedback and we will be changing our telephone system later in the year and it will have the facility for a 'callback' which will hold your place in the phone line queue rather than you having to wait for the team to answer. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites
A good surgery
5
Submitted by Collected by Healthwatch Norfolk staff31st July 2024
It's fine, no problems. The doctors are good. It's a good surgery. I ring and I'm 27 in the queue though.
Reply from Martham Health Centre
Dear Patient, Thank you for providing the practice with your feedback. I will ensure your comments are passed on. We review all our feedback and we will be changing our telephone system later in the year and it will have the facility for a 'callback' rather than waiting for the team to answer. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites
Much better lately
4
Submitted by Collected by Healthwatch Norfolk staff31st July 2024
It's been much better lately. I bring my mum, myself and my daughter. Communication has been good, reception has been good. Everything feels a lot more upbeat.
Reply from Martham Health Centre
Dear Patient Thank you very much for taking the time to leave us such positive feedback, I will share this with the team who will be very pleased. We work very hard trying to give the patients the best experience that we can and its great to see this reflected in your review. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites