Castle Partnership

Feedback

• Good information

  5

  Submitted by Anonymous 29th January 2024

  Explained in great detail the nature of the appointment

• Reply from Castle Partnership

  Dear patient Thank you for taking the time to leave your kind review. Thanks Caitlin Business Manager

• Three and half week wait for appointment

  1

  Submitted by Anonymous 12th January 2024

  Three and a half week wait for appointment for a problem that I already had for a month!

• Reply from Castle Partnership

  Dear Patient We aim to see our patients for non-urgent problems within 14 days, so I sincerely apologise that you have had to wait longer than that to access an appointment. We have seen a surge in the amount of patients requesting appointments in the last week or so - potentially due to the rise in winter illnesses in the community. I have today taken action to book additional clinics with our Bank Clinical Team with funding received from Norfolk & Waveney Integrated Care Board for Winter Access Funding; this has improved access immediately. If you have not already been seen for your issue I would urge you to get back in contact with us to try and expedite your appointment. Thank you Caitlin Business Manager

• A Saturday afternoon appointment

  5

  Submitted by Denise Clayton 10th January 2024

  After emailing surgery and unable to get an answer from telephone call , I was given an appointment

• Reply from Castle Partnership

  Dear Denise My apologies that accessing the Surgery by phone was not as easy as it should be - we are moving to a new and improved telephone system in April of this year, the phone system will have a call-back function so that you do not need to wait in a call queue if it is unexpectedly busy, we can call you back at a time suitable for you. Our website is open during our opening hours and you can contact us there for any requests. I am glad to see that you are able to access the Surgery when it is convenient for you - we have recently changed our service to be open across our three sites every Saturday as feedback from our patients suggested they would find this helpful. Thank you Caitlin Business Manager

• Very thorough and professional. 3 week wait

  4

  Submitted by Anonymous 10th January 2024

  GP had an excellent manner with my daughter. Very thorough exam and explanations. But waited over 3 weeks for the appt

• Reply from Castle Partnership

  Dear Patient I am so pleased to see that you were pleased with the service you received. I am however, sorry that you had to wait over 3 weeks for an appointment - this is not the standard which we are aiming for. We aim to see our patients for non-urgent appointments within 14 days, and urgent appointments same day. Unfortunately the demand for appointments surged since the start of the New Year, likely due to the rise in winter illnesses. We have since received funding from Norfolk & Waveney Integrated Care Board for 'Winter Access Funding' which has enabled us to be able to book additional clinics from our Bank Clinical Team and improve the waiting time considerably. I hope that you will find this has improved if you need to contact us again. Thank you Caitlin Business Manager

• Contact issues

  1

  Submitted by Marianne London 5th January 2024

  05/01/24 Attempted to call back the surgery twice - first time had to ring off after 15 minutes. Second time, stayed on hold for 34 minutes, only to hear a voice say "Hello" then cut off the call. I have previously been made aware of the lack of staff at the practice (Mile End Road), but to have the call cut off after such a length of time is totally unacceptable. Please could you call me back as soon as possible.

• Reply from Castle Partnership

  Dear Marianne I am really very sorry to read of the difficulty you had today whilst trying to contact the Practice. We have been unusually busy today and have had some staffing issues due to sickness. This is not the standard of service that we would like our patients to experience. I have searched back on our recorded calls and cannot find one in which you were cut off after someone had greeted you - so I have logged this with our Telephony provider to consider if there has been a technical glitch of some kind, to ensure that it will not happen again. I'm pleased to hear that you have spoken with one of my colleagues and are happy with the solution; I know that she offered to pass the call through to myself if you wished to discuss it any further and you have at the current time declined as you are happy that it has been resolved - but if you change your mind please do not hesitate to get in contact - via the website or telephone and ask to speak to me. I hope that the service you receive going forwards is as you would expect. Thank you Caitlin Business Manager

• Contraceptive query

  5

  Submitted by Anonymous 4th January 2024

  Really helpful staff, was able to answer all questions and very pleasant

• Reply from Castle Partnership

  Dear Patient Thank you very much for taking the time to leave your kind review, I will share this with the team. Thank you Caitlin Business Manager

• False information on my medical record

  1

  Submitted by Anonymous 31st December 2023

  I booked an apartment to see a Dr who had asked me to come back if my symptoms hadn't got any better, which I did. However on the day, I was actually seen by another medical professional? Who told me that I had something completely different to what the Dr had said? Not very helpful at all! Then, as I'm able to view my medical records, I was curious to see what he'd written. Wow, I couldn't believe the lies he told, apparently I have no new symptoms, when I told him that new symptoms had been present for the past 5 weeks & how it's really affecting my day to day life now. What does he get out of adding false information about me when I very clearly told him, I've had enough! Not very professional at all!

• Reply from Castle Partnership

  Dear Patient I am very sorry to see that you are unhappy with the service you have received. Unfortunately, without knowing who you are, I am unable to investigate and take any action. I would encourage you to contact the Practice directly via phone or email and ask to speak to me, so that I am able to look into this for you. Thank you Caitlin Business Manager

• Friendly and helpful

  4

  Submitted by Anonymous 19th December 2023

  I had changed the time of my appointment but it had not been changed on the system. The staff were helpful in seeing I had an appointment not long after arriving. Very professional and patient-centred.

• Reply from Castle Partnership

  Dear Patient I am sorry to see there was a mix up with your appointment time, I am glad that this was rectified quickly for you. I am most pleased to see you found the service to be patient-centred as this is one of our goals! We aim for each of our patients to receive the care they need. Thank you for your kind feedback. Caitlin Business Manager

• Emergency appointments

  5

  Submitted by Anonymous 19th December 2023

  The receptionist was understanding and helpful, the appointment was next day (Saturday) and again everyone were very helpful and friendly

• Reply from Castle Partnership

  Dear Patient I am so pleased to read of the great service that you received. I will feedback to our team that you found them to be helpful and friendly. I am also happy to see that our appointments on a Saturday are appreciated by our patients as we have extended this service to be open every Saturday at one of our three sites. Thank you Caitlin Business Manager

• Contraceptive query

  5

  Submitted by Anonymous 17th December 2023

  Really helpful staff, was able to answer all questions and very pleasant

• Reply from Castle Partnership

  Dear Patient Thank you for your kind comments, I have shared them with the whole team. Caitlin Business Manager