Castle Partnership

Feedback

• Excellent

  5

  Submitted by Collected at a Healthwatch Norfolk Event 9th November 2021

  Excellent service from the nurse and the receptionist. They booked in a further appointment for me while I was here. I have been with this surgery a while and always find them fantastic.

  
  
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• No Problems

  5

  Submitted by Collected at a Healthwatch Norfolk Event 9th November 2021

  They always call back and answer emails normally within a few hours. I do feel that is you need to be seen you get a face to face appointment. There is good communication and the receptionists are nice. I like the new flooring

  
  
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• It suits the area

  4

  Submitted by Collected at a Healthwatch Norfolk Event 9th November 2021

  I was in there a little longer today as the computer crashed. I find the new decoration too clinical and do not like it, the old look had less of an echo. I find getting appointments fine. The staff are very nice and Dr Whitehead is excellent. He has build up a good rapport with me which takes time. I find all 3 practices are good, when you go to Gurney surgery it feels more hospital like which is quite reassuring if you are not feeling well.

  
  
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• Inability to get appointments

  1

  Submitted by Paula Sanchez 5th November 2021

  You have to go online, register you need an appointment and what for, then wait for a phone call to find out you can’t have an appointment and to try and could try calling first thing (usual impossible to get through) told to go on line, cycle continues etc etc! I’ve resorted to using the walk-in service which is busy, convenient and you can talk to a person.

• Reply from Castle Partnership

  Dear Ms Sanchez, Thank you for your feedback and I am sorry that you felt the service we offer is not of a high standard. All the staff work hard to ensure that we offer the best possible service to all our patients. I see from your feedback that the issue is about obtaining an appointment. We are currently experiencing a higher level of demand due to winter pressures. However I can confirm that the average time to book a routine appointment with a GP is 7 days. We do also have a number of appointments that are released on the day for emergencies. We review our appointment processes on a regular basis to ensure that we try to have the right balance of appointments for patients to book into. I am sorry if you have felt that you have not been able to access a clinician within a timeframe you would like. I can confirm that we have recently appointed two further GPs. One started this week and another will be starting in early December. So I hope that will also help minimise your wait in future. I would be more than happy to discuss this further, if you would like to email castle.partnership@nhs.net then we can arrange a mutually suitable time to discuss any further queries you may have. Regards Marc Rolph Business Manager Castle Partnership

• Very Good

  4

  Submitted by Collected at Healthwatch Norfolk event 4th November 2021

  It works all right for me. Everyone is very good. I lost my partner this year and they've been very good to me. During the last two weeks of my partner's life they came to our home and saw us regularly. They're very helpful.

  
  
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• Efficient

  5

  Submitted by Collected at Healthwatch Norfolk event 4th November 2021

  They are really quick and very efficient. I was in and out quickly today. Everyone there is really friendly.

  
  
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• Very Helpful

  5

  Submitted by Collected at Healthwatch Norfolk event 4th November 2021

  I enjoy being able to use the online system to get help. I couldn't use it today as the issue I had meant I had to go and see someone in-person. The staff are all very helpful. I work in social care, so I know they are short staffed and overloaded.

  
  
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• Excellent

  5

  Submitted by Collected at Healthwatch Norfolk event 4th November 2021

  It's excellent. Dr Patel listens to me carefully and then diagnoses and treats me accordingly. The staff are all alright. No complaints!

  
  
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• Marvellous

  5

  Submitted by Collected at Healthwatch Norfolk event 4th November 2021

  It's absolutely marvellous. I have no complaints at all. 5 stars!

  
  
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• Humble and Nice

  4

  Submitted by Collected at Healthwatch Norfolk event 4th November 2021

  English is not my first language and the doctor takes time to understand me and to explain what he's saying. Dr Patel is very humble and nice and he always understands me when I speak. My husband doesn't speak any English, so he sometimes needs an interpreter and when we ask for one he does get one.

  
  
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