Castle Partnership

Feedback

• Efficient friendly service

  5

  Submitted by Ronald Driver 10th October 2023

  I attended for both flu and Covid jabs. The whole process was quick efficient and professional with a smile thrown in.

• Reply from Castle Partnership

  Dear Ronald Thank you for taking the time to leave us your kind review! We met some lovely patients during the clinic, hence the smiles! Thank you Caitlin Business Manager

• Attended for Covid/ flu booster vaccinations

  5

  Submitted by Rachel Moss 10th October 2023

  Very well organised, quick , efficient & very friendly.

• Reply from Castle Partnership

  Dear Rachel Thank you so much for your kind words - our team worked incredibly hard to provide the organised service you received so it is a real morale boost to see that the hard work was recognised. Thank you Caitlin Business Manager

• COVID Flu Jab

  5

  Submitted by Glenn Butcher 10th October 2023

  Good experience. Quick and friendly from start to finish

• Reply from Castle Partnership

  Dear Glenn Thank you so much for taking the time to leave your positive feedback, it will be appreciated by our whole team. Thanks Caitlin Business Manager

• Blood test appt.

  5

  Submitted by Martin Matthews 10th October 2023

  Punctual, efficient and friendly.

• Reply from Castle Partnership

  Dear Martin I am pleased to read you were happy with the service you received from the Practice. Thank you for taking the time to let us know, it is much appreciated by the whole team. Thank you Caitlin Business Manager

• Short and sweet.

  5

  Submitted by Ian Lang 10th October 2023

  Quick efficient and friendly.

• Reply from Castle Partnership

  Dear Ian Thank you for taking the time to leave your review of our services - I am pleased you found them to be efficient! Our staff will be pleased to read your kind words. Thank you Caitlin Business Manager

• Covid and Flu jabs

  5

  Submitted by Sarah Evans 10th October 2023

  Well organised, friendly staff and easy procedure.

• Reply from Castle Partnership

  Dear Sarah Thank you for taking the time to leave your kind worlds - it really is appreciated by all our hard working staff. Thanks Caitlin Business Manager

• Thanks to vaccination clinic staff.

  5

  Submitted by Rick Reeves 9th October 2023

  My wife and I turned up to have our covid and flu jabs this morning and I need to compliment the staff on the brilliant organisation behind the operation of the clinic. It was immediately obvious that a lot of thought and attention to detail had been put into the process. It was run with the efficiency and confidence of a military operation and it was heart warming to observe. Such professionalism makes me glad to be a Castle Partnership patient. Thank you.

• Reply from Castle Partnership

  Dear Rick Thank you so much for leaving your kind review - which I have shared with all of the staff involved on the day and in the planning prior. It was hugely appreciated by all. I have also passed on your kind words to our patient participation group volunteers who supported us on the day. Thank you again Caitlin Clarke Business Manager

• can be very efficient

  3

  Submitted by collected by Healthwatch Norfolk staff 20th September 2023

  The doctors are very good, but one of the receptionists reported me for being rude when I was just trying to explain what was wrong with me. The manager apologised after listening to the phone call which was very good. The doctors are excellent and the surgery can be very efficient.

• Reply from Castle Partnership

  Dear Patient Thank you for taking the time to leave your feedback - it is genuinely helpful for us to receive patient feedback which enables us to improve our services. I am sorry to hear that you had a disagreement with one of our patient services coordinators - they do a very difficult job, and unfortunately are often verbally abused by patients. I have asked them to enact a 0 tolerance stance against rudeness and at times this could be a subjective opinion. I am glad that when a senior member of staff reviewed this situation that it was rectified. I am glad you have received excellent service in other aspects and thank you for letting us know. Thank you Caitlin Clarke Business Manager

• You don't need a doctor for painful eyes????

  1

  Submitted by Anonymous 18th July 2023

  My eyes had been sore for 3 days and were swollen when I got up. I called for an appointment and was told I don't need a doctor, I should just go to a pharmacist. I did this and even a pharmacist didn't see me so I am now taking an antibiotic eye cream without actually being seen by anyone!! And to add insult to injury I had to pay for the cream.....if I had seen a doctor and got a prescription I would not have had to pay as I have a pre-payment certificate. If anything serious happens to my eyes as a result of this I will be going to the press and pursuing a formal complaint/claim.......why don't doctors look at eyes?????

• Reply from Castle Partnership

  Dear Patient I am really sorry to read that you were unhappy with the service you received. At times, it is most appropriate for you to see a different healthcare professional other than a GP. This is because they may be specialists in a certain area or because they are commissioned to provide a certain service. As I am sure you will understand, there are some symptoms that must be dealt with by a GP, and we therefore will signpost patients to the most appropriate service for their presenting complaint in order to ensure GP appointments are protected for patients who need to see a GP. I am glad that the Pharmacy were able to provide you with a treatment for your symptoms, and I hope that this was successful. Should your symptoms persist, please do contact us again and explain this to our Patient Services team so that we are able to help you. If you wish to discuss your experience any further, please do not hesitate to contact us via the website to speak to me. Thank you Caitlin Clarke Business Manager

• My girls infection got left

  1

  Submitted by Anonymous 13th July 2023

  My daughter got seen for an on going cough and I was told it is just hayfever. I thought this was not right but didn't question it to start with as I am no doctor. Then a few days after being seen she had a fever, so I thought it be best to take her back. I then get told she is fine and just to monitor her. She quickly went down hill, so after calling 111 and getting no where I called back and got her seen yet again. Well I finally get told it is an infection that has now spread to her ears and got anti botics for her. If the doctors did their job in the first place it wouldn't of spread and she would of been better sooner. Thank god the 3rd doctor was right and got her the help she needed.

• Reply from Castle Partnership

  Dear Patient I am truly sorry to read that you were unhappy with the service you experienced with your daughter. I do hope that she is now well again. I am pleased that you were able to have her assessed after correctly contacting the 111 service and that she was then prescribed antibiotics. I am sorry that you felt she should have been seen sooner, and I will take this on board and discuss with the GP Partners whether there is anything we can implement in order to make improvements. If you would like to discuss your experience any further please do not hesitate to contact us via the website or phone and ask to pass your message on to me. Thank you Caitlin Clarke Business Manager