Martham Health Centre

Feedback

• Hard to get an appointment

  3

  Submitted by Collected by Healthwatch Norfolk staff 16th October 2023

  I feel like it's gone down hill a bit, it can be a job to get an appointment, it's so busy and can be a long wait on the phone. The staff are helpful once you get through and once you get in it's okay.

• 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 encountered difficulties when trying to make an appointment and that there can be a long wait on the telephone. We are actively going through a recruitment process for more team members which should help the waiting times. We monitor the average call waiting times monthly and last months (Septembers) was 17 minutes. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites

• Long phone wait but good service.

  5

  Submitted by Collected by Healthwatch Norfolk staff 16th October 2023

  Pretty good, you always get what you want. The announcement at the beginning of the telephone system takes a very long time though and then the queue can be long as well, it's easier to come in person. All in all everything's good though.

• 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. I apologise that the waiting time in the queue can take a long time, we are actively going through the recruitment process for more team members. Last months (September 2023) average call waiting time was 17 minutes. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites

• Good

  4

  Submitted by Collected by Healthwatch Norfolk staff 16th October 2023

  It's a good surgery, they're very busy but when you want to see them you can get seen.

• 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

• Very good surgery

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 10th October 2023

  They are very good but it has taken me two days to get an appointment by phone. I tried to phone but was 34th in the queue. The phone system is not ideal and it's frustrating not being able to book appointments in advance. I gave up and came in this morning and got an appointment for today. I did have an incident a few weeks ago where I told them that I needed a Tetanus injection but was told that all the nurses had gone home. I complained and the GP said that I didn't need an injection and prescribed me antibiotics. I then felt like I was deemed awkward and was told I was being confrontational. I feel that the surgery is not flexible in an emergency and that there needs to be more flexibility. I also asked whether I needed a Tetanus injection on the same day or whether it would be ok after a few days. The staff didn't know- but I feel they could have checked for me but they didn't.

• 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 struggled to make an appointment. A few months ago we changed the way we handle the calls into the practice and they all come through to a dedicated team at one of our sites. We also went 'live' with a new telephone system which lets our patients know where they are in the queue. Although 34 in the queue seems quite high, they do answer the phones as quickly as possible. We review the average call waiting times monthly and for August it was 15 minutes. We offer appointments in advance and on the day and also on some evenings and a Saturday. I am sorry to learn that you had an incident a few weeks ago, if you would like us to investigate this for you, please contact our Site Lead at Martham Surgery. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites

• Good and efficient with friendly staff

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 10th October 2023

  I think the surgery are good and efficient. The staff are friendly and professional. I don't think anything could be improved.

• 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

• The staff are kind and informative

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 10th October 2023

  The surgery is lovely and the staff are kind and informative. They could improve by maybe having an extra receptionist as people are ill and I noticed that there was a long queue of people standing at reception.

• 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. We were busier than usual today as we have Covid and Flu immunisation clinics running and I am sorry for any delays this caused. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites

• The surgery is good

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 10th October 2023

  The surgery is good and the staff are pleasant. I did have to wait a few minutes before my appointment but nothing could be improved. The staff are good and nice to me and my doctor is very thorough. I had a bad experience a few years ago, but other than that I have had no problems and no reason to complain at all.

• 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. I am sorry to learn you had a bad experience a few years ago but glad to hear that your experience with the practice is very much improved. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites

• Brilliant as always

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 10th October 2023

  The surgery is brilliant as always. They are all efficient and you can get appointments. I have Dr Honney and there is no-one better! I am totally happy and there are no improvements that can be made. If I were to go to hospital I would get the same treatment there.

• 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

• Good experience

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 10th October 2023

  I had my blood taken today and the experience was good. Although I waited for 20 minutes before my appointment today as they were late. The practice hasn't changed in 20 years, but it would be nice if they done surgery here.

• Reply from Martham Health Centre

  Dear Patient Thank you very much for taking the time to leave us your feedback, I will share this with the team. I am sorry to hear that you encountered a 20 minute today for your appointment. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites

• Nothing positive or helpful from this surgery

  1

  Submitted by Anonymous 8th June 2023

  This surgery is full of negligence and do not care about patients. They are incompetent even when it comes to the very basics - no one cares and no one seems to have a clue about anything. They are full of discrimination and attitude problems. They are uncaring and incompetent in every way and utterly useless. They are not fit for purpose and need closing down. They won't help you even if you beg, regardless of how serious in nature it is, nor do they seem willing or capable in any situation at all.

• Reply from Martham Health Centre

  Dear Patient Thank you for taking the time to share your feedback with the practice. If you would like us to investigate the issues raised, please contact our Site Lead at Martham on 01493 748833. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal sites - Hemsby, Martham, Ormesby and North Caister The Coastal Partnership