Address: Mile End Road Surgery, 29 Mile End Road, Norwich, NR4 7QXTelephone: 01603442200Website: www.castle-partnership.co.uk
Mile End, Tuckswood, and Gurney Surgeries
Feedback
494 responses from the local community
can be very efficient
3
Submitted by collected by Healthwatch Norfolk staff20th 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 Anonymous18th 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 Anonymous13th 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
MRI Scan Results
5
Submitted by Anonymous4th 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 Anonymous18th 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 Appleton8th 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!
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.
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.
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.
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