Martham Health Centre

Feedback

• Can never get an appointment

  1

  Submitted by Anonymous 2nd December 2022

  My experience is that apart from the fact you cannot get through on the phone, you are unable to book any routine appointments. Its just book on the day. At one point I had tried for two months this way only to be told there are no appointments. They also close the online consult form within the first hour of surgery so its all a bit pointless really. I hate that these statistics do not count the thousands not getting through at all and being told to ring 111

• Reply from Martham Health Centre

  Dear Patient Thank you for taking the time to share your feedback with the practice. We are sorry to learn you are having problems with accessing the practice and when trying to book a appointment. We have recently made changes in the practice and we are care navigating patients to the most appropriate service/clinician, we are also offering more on the day or prebookable appointments, either face to face or a telephone consultation. This week we have 'gone live' with a dedicated Patient Services Hub and the team are answering all the four Coastal Sites telephone calls. Kind Regards Practice Operations Manager Coastal Villages Practice

• Lack of interest empathy etc

  1

  Submitted by Anonymous 25th November 2022

  Never an appointment even after having had major surgery and you need an infection treated

• Reply from Martham Health Centre

  Dear Patient Thank you for taking the time to share your feedback with the practice. We are sorry to learn you are having problems with accessing an appointment at the practice. We have recently made changes in the practice and we are care navigating patients to the most appropriate service/clinician, we are also offering more on the day or prebookable appointments and these can be either face to face or a telephone consultation. Kind Regards Practice Operations Manager Coastal Villages Practice

• Asmah nurse appointment

  5

  Submitted by Norman Rhodes 14th November 2022

  Hi just been to see my Asmah nurse in medical centre and as usual very helpful and caring chap appointments are hard to get sometimes but you usually get seen too all excellent doctors and nurses you always get the best treatment many thanks to them

• Reply from Martham Health Centre

  Dear Mr Rhodes Thank you very much for taking the time to leave us your positive feedback. Kind Regards Practice Operations Manager Coastal Villages Practice

• You feel like you have to book to be ill

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 31st July 2022

  Today was quite quick which is unusual and once you are in it is okay. However, there are issues with booking an appointment. I called 28 times before I got through to speak to somebody. Each time I listened to the long message on the phone only to be cut off at the end without speaking to anyone. Once you do get through the next available appointment will be a long way off. You feel like you have to book to be ill. It is very difficult.

• Reply from Martham Health Centre

  Thank you for taking the time to share your feedback with the practice. I am sorry to learn you are having problems with our telephone system, we will be changing our telephone system later in the year. We do offer prebookable appointments but if you need to talk to or see the doctor more urgently we can fit you in on the same or next day depending on the nature of the issue or direct you to the most appropriate clinician. If you would like us to investigate any of the issues raised, please contact our Site Lead at Martham on 01493 748833 and she will be able to help you with this. Kind Regards Practice Operations Manager Coastal Villages Practice

• Terrible phone system

  3

  Submitted by Feedback collected by Healthwatch Norfolk staff 31st July 2022

  Terrible. It's like the phone is off the hook. They cut you off and ask you to ring back later and when you do all the appointments have gone. It's very difficult. I would rate booking an appointment 0 out of 5 if I could. You also have to keep explaining things again - It should be on their computer. The doctor has been pretty good, but it is difficult to get the receptionist to pass information to them. It would be good to get to see a doctor when you need to, even to speak to one would make it better.

• Reply from Martham Health Centre

  Thank you for taking the time to share your feedback with the practice. I am sorry to learn you are having problems with our telephone system, we will be changing our telephone system later in the year. We do offer appointments in advance and this includes for some evenings and weekends. When you contact the practice as different members of the reception team will be answering your call, they ask questions so they can help direct you to the most appropriate clinician. If you would like us to investigate any of the issues raised, please contact our Site Lead at Martham on 01493 748833 and she will be able to help you with this. Kind Regards Practice Operations Manager Coastal Villages Practice

• Fantastic when you get in

  4

  Submitted by Collected by Healthwatch Norfolk staff 31st July 2022

  It's fantastic when you get in, but the system is the problem. It's impossible to get through on the phone. I have a 92 year old that I look after and it's very difficult to get him up here. I'd like to be able to book ahead of time and not just on the day.

• Reply from Martham Health Centre

  Thank you for taking the time to share your feedback with the practice. I am sorry to learn you are having problems with our telephone system, we will be changing our telephone system later in the year. We can offer appointments in advance and this includes for some evenings and weekends. Kind Regards Practice Operations Manager Coastal Villages Practice

• Booking and waiting lets them down

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 31st July 2022

  Before COVID you could just walk in and make an appointment. It was brilliant. Now it's not good you can only ring at 8am. I didn't have a problem today as they called me for my blood test I don't understand the call at 8 in the morning thing. I would prefer to be able to call anytime of day. I would give it 5 stars for treatment but only 4 overall as you have to wait a long time in the surgery before you see the doctor and there appears to be no reason for it. Booking an appointment and the wait in the surgery lets them down.

• Reply from Martham Health Centre

  Thank you for taking the time to share your feedback with the practice. I am sorry to learn you are having problems in trying to book a future appointment, we do offer appointments in advance including for evenings and the weekend. If you would like to contact our Site Lead at Martham on 01493 748833 and she will be able to help you with this. Kind Regards Practice Operations Manager Coastal Villages Practice

• Not so good

  3

  Submitted by Feedback collected by Healthwatch Norfolk staff 31st July 2022

  The biggest problem is you listen to the message then press the option you want and then they cut you off. This happened 3 or 4 times before I spoke to someone. It's not so good. I would say only 2 star for making an appointment.

• Reply from Martham Health Centre

  Thank you for taking the time to provide feedback about our service. I am sorry you have encountered problems trying to reach us, we will be changing our telephone system later this year which should alleviate this issue. Kind Regards Practice Operations Manager Coastal Villages Practice

• Very well looked after, excellent staff

  4

  Submitted by Collected by Healthwatch Norfolk staff 31st July 2022

  It's difficult to get an appointment. You have to ring at 8am and listen to the spiel and then you get cut off, it took my wife around 20 attempts before she got through, the old phone system was better. I feel very well looked after though, I can't fault what they've done for me. Everything else is good apart from the appointment system. The staff are excellent.

• Reply from Martham Health Centre

  Thank you for taking the time to share your feedback with the practice. Its lovely to hear and I will share this with the team. I am sorry you have encountered problems trying to reach us, we will be changing our telephone system later this year. Kind Regards Practice Operations Manager Coastal Villages Practice

• Wonderful service

  5

  Submitted by Collected by Healthwatch Norfolk staff 31st July 2022

  It's a wonderful service, the doctors and receptionists are lovely. It's a nightmare trying to make an appointment, sometimes you have to call several times. You get good service when you get in though. I always have a good laugh with the nurse.

• Reply from Martham Health Centre

  Thank you very much for taking the time to leave us your feedback. I am sorry to learn that you are encountering problems trying to contact us. We are replacing our telephone system later this year. I am glad you get on so well with one of our Nurses. Kind Regards Practice Operations Manager Coastal Villages Practice