Martham Health Centre

Feedback

• Reliable

  4

  Submitted by Anonymous 31st July 2024

  It's reliable. The phone service in the morning could be quicker 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. We will also shortly be increasing the team's capacity who answer the calls. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites

• Absolutely brilliant

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 22nd July 2024

  Absolutely brilliant.

• Reply from Martham Health Centre

  Dear Patient, Thank you for providing the practice with positive feedback.I will ensure your comments are passed on. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites

• Very good and everyone is helpful

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 22nd July 2024

  It's very good, they are on time and there is no real difficulty getting an appointment. I have been here for 18 months and it has all been very pleasant. The phone message would benefit from having the wording reduced. Everyone is helpful.

• Reply from Martham Health Centre

  Dear Patient, Thank you for providing the practice with positive feedback.I will ensure your comments are passed on. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites

• The staff are brilliant

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 22nd July 2024

  Brilliant, the staff are brilliant. They make you feel welcome and it's a nice airy space, unlike the Hemsby building which is drab and uninviting. The staff are good.

• Reply from Martham Health Centre

  Dear Patient, Thank you for providing the practice with positive feedback.I will ensure your comments are passed on. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites

• Some good, some not so good.

  3

  Submitted by Feedback collected by Healthwatch Norfolk staff 22nd July 2024

  If I was rating the doctor and staff once you are in and have an appointment I would say it is brilliant and give it 5 stars. They seem to have the time to talk to you. However getting an appointment can be difficult and I would only give the system 2 stars. There are long waits on the phone and making a routine appointment can be difficult. When they run out of appointments they tell you to call the next day and you are faced with yet another long wait on the phone.

• Reply from Martham Health Centre

  Dear Patient, Thank you for providing the practice with your feedback. I am sorry to learn that you have encountered issues when trying to book an appointment. If you would like to discuss the issues rasied please contact our Martham Site/Hub Lead. I will pass your comments on to the team. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites

• The reception staff are very pleasant and helpful

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 22nd July 2024

  The reception staff are very pleasant and helpful especially the staff today. I see Dr Dixon, he listens to you and takes his time with you. He is very helpful and pleasant. You can wait on the switchboard and one of the people who answers can be a bit short, but you get an appointment when you need one most of the time.

• Reply from Martham Health Centre

  Dear Patient, Thank you for providing the practice with your feedback. I am sorry to learn that you have encountered issues when speaking with one of our team members. I will pass your comments on to the team. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites

• Second Cancelled Appointment

  1

  Submitted by Ian Sladden 24th February 2024

  After rushing around all morning to get ready for 9am appointment at Martham (not my usual surgery) I was just getting in the car and 8.45am when I get a phone call to cancel my appointment. I would usually be ok about it but this is the second time they have cancelled an appointment and as I work 6 days a week its impossible to try and get time, especially when it is them requesting the appointment. I am so angry with the poor service.

• Reply from Martham Health Centre

  Dear Patient Thank you for providing feedback and for bringing this to our attention. Our apologies that your appointment was cancelled at the last minute and for the second time. I can understand your frustration of trying to fit appointments around your working days. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites

• Thank you so much for your help

  5

  Submitted by Anonymous 15th January 2024

  I needed help not as a direct medical need but along the care lines. Both Sarah-Jane and DR Hems were both really helpful easing my dilemma in a timely, polite and friendly manner. All surgeries are under pressure at this time it seems with resources being main constraint. I think it only fair to praise the positives which are not as widely publicised as the negatives of our Local GP/Healthcare services. Thank you

• Reply from Martham Health Centre

  Dear Patient Thank you very much for taking the time to provide the practice such positive feedback. I will share this with Dr Hems and thank you for the feedback you have left for me. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal sites

• Very poor communication

  1

  Submitted by Sara-lee Ford 11th January 2024

  I have been asking since the end os September for a copy of my vaccinations since birth. I have followed up with this 3 time 8th Dec 3rd of Jan and Today 11th Jan. Today I was told by a very rude receptionist that my paper records conveniently found this morning and had been sent to IT dept to by computerised. I tried asking for this to be expedited as work are getting fed up of waiting for these only to be told "I've already told you there with IT" I was consently spoken over and interpreted. I have asked to speak to a manager who funnily enough was unavailable. I'm still waiting for a call back. At no time over the last 3.5 months did anyone ever brother to tell me that they could not find my notes. Each time I enquired I was told " we will look into it. Very disappointing. I still do not have the information I need.

• Reply from Martham Health Centre

  Dear Patient Thank you for taking the time to leave the practice some feedback. I am sorry to learn you have encountered difficulties when trying to obtain a copy of your vaccination records and also that you have encountered problems when speaking with the Patient Services Co-ordinator team. I do hope that you now have a copy of the records that you require. If you would like us to look into the issues raised, please contact us on 01493 748833 and ask to speak to the Martham Site Lead. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal sites

• Continued support

  4

  Submitted by Deborah Hayward 23rd November 2023

  My father is experiencing a tremendous amount of pain and discomfort, adding to his condition is his existing restricted mobility. We asked for help from Dr Dixon, who immediately responded. Fingers crossed Dad's on the path to a less painful existence. Dr Dixon has been constant, shown empathy, and constantly supportive. Giving advise, medication and including other professionals. Thankyou

• Reply from Martham Health Centre

  Thank you very much for taking the time to leave the practice your positive feedback. I will share your kind words with Dr Dixon. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites