Castle Partnership

Feedback

• MRI Scan Results

  5

  Submitted by Anonymous 4th May 2023

  A brief comment to say how impressed I was with the speed with which an MRI scan was arranged by the Doctor as the surgery. The scan results were sent to the GP one day after the scan and she phoned as soon as she had them. Very impressed.

• Reply from Castle Partnership

  Dear Patient Thank you so much for taking the time to leave your kind words. I am sincerely pleased that you were impressed by the service that you received. I do hope that you will continue to be satisfied. Thank you again Caitlin Clarke Business Manager

• Unable to make a private complaint - Mile End

  1

  Submitted by Anonymous 18th March 2023

  https://www.castle-partnership.co.uk/practice-information/suggestions-comments-and-complaints/ I'm a patient at Mile End surgery and want to make a complaint after my prescription has been messed up yet again. The page above - gives a link to a feedback form which doesnt exist. - includes these words "Complaints should be addressed to the Operations Manager who will investigate your concerns and will respond either in writing or by telephone." The words "Operations Manager" link to a list of staff names and titles, but does not provide a way of contacting them. It's almost as if they don't want to provide a way for us to make a complaint, other than this public forum. Response from Healthwatch Norfolk on request of patient: Healthwatch Norfolk are aware that surgeries may choose to close all forms on their website when they are at capacity or outside of their opening hours. Complaints should also be able to be made in person, over the telephone, or by writing a letter using the surgery’s phone number and address.

• Reply from Castle Partnership

  Dear Patient I was really sorry to read of your difficulties with contacting the Practice. I started as Business Manager just a couple of weeks ago. You can make a complaint by calling, submitting via the website or writing a letter. I am more than happy to speak to you, if your complaint has not already been rectified. Please let the Practice know and I will get in contact with you. Thank you Caitlin Clarke Business Manager

• No one answers the phone!

  1

  Submitted by Jane Appleton 8th March 2023

  My partner is 72yrs old with chronic lung disease, who has caught covid, can not get to speak to a DR! Chemist will not answer to get him an inhaler. I all so have covid I am with Magdalen medical practice who have a queing system and will call you. A great caring service at my surgery maybe you could take some tips!

  
  
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• Phoned to take a routine blood test.

  5

  Submitted by Anonymous 24th February 2023

  I was very impressed with the phone manner of the receptionist who called me to book me in as my Consultant requested. The times offered to attend were just 48 hours later. I used the touchscreen and waited just a short time. While waiting, I observed the reception team handling a very awkward client with politeness and calm. The phlebotomy was efficient and over in under a minute while the lady offered her name and professionally went about the task with care around both the cleanliness and care of sharps. Lovely manner while our meeting was short she was caring and put me at ease and finally informed me around getting the results.

  
  
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• Not a functioning GP service

  1

  Submitted by Anonymous 23rd February 2023

  Virtually impossible to get an appointment and then you only get given a telephone one. Patients do really need to see a doctor in person a lot of the time. Very hard now to actually see anyone at this practice. There is a long delay in everything.

  
  
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• Awful

  1

  Submitted by Anonymous 16th February 2023

  Poor customer service, find one of the agents quite rude when you phone. Been on hold for 2 hours, not good service. Appointments keep getting rescheduled.

  
  
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• Phone times and booking appointments

  1

  Submitted by Mark Gillings 16th February 2023

  Trying to make an appointment at this surgery is an absolute nightmare,I have tried six times just today to book an appointment,I have yet to get an answer. I have had a stroke three years ago, and still have some issues at the moment I have a problem with right leg ,a nerve problem and just need to speak to somebody to see if my medication is correct, I was told a couple of days ago that I could have an appointment on 2 March by phone m

  
  
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• Impossible to make an appointment

  1

  Submitted by Carli Harper 2nd February 2023

  The clinicians here are generally very good. However, it's impossible to see one. I called today for an appointment at 8am, was told there were none available and to book online for next week. Tried to book online only to get a message to call as online appointments are no longer available. It's beyond ridiculous. Now on hold to try to get back through.

  
  
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• No contact options available

  1

  Submitted by Ashley Williams 26th January 2023

  As the PA Carer for a Service User I attempted to notify her inability to attend an appointment due to illness. During the extensive waiting time on the phone, I was told time and again that the quickest and simplest way of contacting the practice was via the website. Eventually I tried this, only to find that contact is no longer possible via the website due to overwhelming demand. We are reminded with every letter and email how much the NHS loses when appointments are missed and I am distressed that the service infrastructure appears to be contributing to this very loss.

  
  
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• Abysmal

  1

  Submitted by Anonymous 25th January 2023

  If there was an option for zero stars I would give that. This surgery has gone WAY downhill since covid to the point that I do not believe it is a functioning GP practice at all. I do not blame the doctors. The management is to blame: the 'new' phone system of (I believe) combining phone lines for all 3 practices has had a truly horrendous impact on access. It is NO LONGER POSSIBLE to book a doctor's appointment unless you get lucky. It is all down to luck and where you are. Of the last 5-6 times I have rung for an appointment, I have been successful once, a miracle since it was for my 2 month old. Many of the receptionists are rude and inefficient. The care, when you actually do get in, is usually fine, although having said that I have also had some bad experiences. Drs Bethapudy, Whitehead, & De Clercq at Tuckswood, where my family has been occasionally sent, are excellent. This surgery needs an URGENT overhaul.

  
  
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