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
489 responses from the local community
Can't make an appointment or send a message
1
Submitted by Anonymous15th February 2022
I need to leave a message but unable to as a message blocks being able to online. So, they sent online to stop everyone calling, now they shut down their website to stop everyone going online. Should we send a pigeon with a letter as that would reach the surgery faster?
Reply from Castle Partnership
Dear Anonymous,
Thank you for your feedback and I am sorry that you are having a problem. I am not sure why you are having an issue as our website does allow you to contact the surgery.
We have switched some forms off, however none of these would have allowed you to book an appointment. The website service was established to during the pandemic to allow effective triage of Patients and as we move out of the pandemic – we have been actively promoting patients to call the surgery. The main point of access for appointments is by telephone. If you need to contact the Practice, please call your usual surgery, and select the most appropriate option. We have recently established a new Prescription Hub, so some options may have changed. Please remember to wait until you have listened to the entire message before making your selection.
Many of the forms are still active on line and patients can use either the website or the phone to contact us.
I would be more than happy to discuss this with you either in person or on the phone to discuss your issues further.
Many thanks
Marc Rolph
Business Manager
Castle Partnership
Prescriptions team
2
Submitted by Dr Philip Kerrison10th December 2021
I would like to draw your attention the discourteous and aggressive manner in which I was dealt with recently by a member of your prescriptions team.
1) I have surgery booked at the NNUH on 16th December (bladder resection). I was advised to order my repeat prescriptions early as I would need to isolate after getting a covid test on the 13th December.. I did so.
2) When attending Hurns' Pharmacy to collect the medications I was advised that the medications had not been authorised which was odd as I had had notification from the castle-partnership that they had been. The pharmacist advised me to call at Mile End surgery to follow up on the request.
3) At Mile End surgery I was advised by a helpful receptionist (Julie) that my medication request had been dated for release on 16th December, the very date I was due in hospital, and to telephone the prescriptions team who would help me. This I did at 15.31 on Friday 10th December 2021.
4) The woman I spoke with at the prescriptions team suggested they had no outstanding medications for me and asked me whether I had ordered on line, which I had. I explained the urgency to which the woman responded that she had no access to my personal data and demanded that I should not be aggressive with her and that she was recording the call.
4) I was not being aggressive and strongly feel that she was aggressive and unhelpful. I suggested that a simple way to resolve the issue would be to ask the doctor who authorised the medications to lift the date stipulation.
5) The woman in question showed a severe lack of understanding and training given that her role is to interact with service users at a possibly sensitive time in their lives.
I had an appointment on 29th Nov for my daughter to receive her 1 year vaccinations. The receptionist rang and said that the appointment would now be 1 Dec at 4.30 when the Nurse would be there. My mother had to take my daughter but when she got there her name was not there on the list. My mother explained I had moved house.
I did write and explain to the Surgery that due to my medical condition it is important for me to engage with Doctors that I know I have a good rapport with. To be registered with another Surgery would cause me massive anxiety problems, to the point that I would miss appointments, therefore jeopardising my health. My new house is under 6 miles away from Mile End Surgery. Over the years I have been with Mile End Surgery I have always received excellent service, the staff have thoroughly understood my needs and health and have been very supportive of me. I therefore request that I would like to reregister with Mile End Surgery, for the sake of my own health.
I would like my Drs who have seen me to hopefully see my need to stay with Mile End Surgery.
The receptionist suggested I complete this feedback form.
Submitted by Collected at a Healthwatch Norfolk Event15th November 2021
My appointment was on time and there was no issues. The nurse was lovely but the receptionist not so friendly. I have no problems getting an appointment. I am very happy here if not I would move.
Submitted by Collected at a Healthwatch Norfolk Event15th November 2021
Today I managed to get an appointment with the nurse who was good and helpful. But previously I felt the doctor did not refer me quick enough and just put my symptoms down to old age. I felt they did not believe how much pain I was in, a scan would of solved it. I ended up going private which I couldn't really afford but they scanned me and I had a cyst on my back.
Submitted by Collected at a Healthwatch Norfolk Event15th November 2021
Nothing went wrong and the staff were okay. I find getting an appointment straight forward. I do find there is a problem with the IT. Sometimes I have a reminder about an appointment from the surgery and NHS and other times nothing at all. I had to cancel my flu jab as I was ill, I cancelled on the NHS text but it didn't go through to the surgery and they put me down as a DNA. This was frustrating as I had cancelled and let them know but the NHS do not talk to the surgery. The staff were understanding and took off the DNA but that is not the point.
Submitted by Collected at a Healthwatch Norfolk Event11th November 2021
I do not find this surgery as good as it used to be as you used to get more personal care. I find it hard to get in for an appointment and I don't like having to tell the receptionist what is wrong.
Submitted by Collected at a Healthwatch Norfolk Event11th November 2021
My appointment today was very quick and my problem was dealt with. I find the staff very pleasant.
I found it hard to be seen over the lockdown which I felt was strange as I work at the hospital and that was still going be it seemed that GPs stopped. I have had phone appointments but find face to face better.