Millgates Surgery

Feedback

• Patronising and dismissive staff

  3

  Submitted by collected by Healthwatch Norfolk staff 25th March 2025

  I usually get on OK at this surgery and some of the staff are really nice, the head of pharmacy is fantastic, she goes above and beyond. However I had a stoma in July and trying to get the surgery to supply the bags is horrendous, there's been problems every time. In the end I spoke to the manager about my issue and he was very patronising and degrading. He spoke to me as if I was stupid and just kept telling me what was on my notes about it even though that isn't actually what happened. He said it's my responsibility to make sure I have bags, and I do accept that, but when I've done all the things I'm supposed to do and it's still been messed-up I would like it to be sorted out not just dismissed. Also, I was referred over two years ago for weight management and when I called to chase this up I the receptionist told me I was on a waiting list and that my weight isn't an important issue. I don't think that's right as I know it's not life-threatening but it is affecting my whole health. She then tried to deny she'd said that. I got in touch directly with where my referral was supposed to have gone and found out they'd never had an email from the surgery. I'm on the list now but will have to wait even more.

• Reply from Millgates Surgery

  Dear Patient, Thank you for taking the time to provide feedback. I was sorry to hear that the service provided has not met your expectations. Unfortunately during the mentioned period of care and as discussed there had been some incorrect information supplied by a third party supplier which had caused delays in receiving your prescribed items. Multiple members of my team did all they could to help this situation and minimise the likelihood of reoccurrence. Unfortunately when third parties are involved the process is longer with the possibility of error and time taken to receive increased. A successful resolution was found, though errors beyond the surgeries control were identified. I was disappointed to read your personal comments, though thankfully unique, your opinion is noted. Practice Manager

• The care here is very good

  3

  Submitted by Healthwatch Norfolk staff on behalf of person 12th August 2024

  You can't get an appointment here. They've been absolutely fantastic over the years but it's changed so much. The care here is very good. A lot of people miss the doctors here.

  
  
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• Why isn't it always open?

  3

  Submitted by Healthwatch Norfolk staff on behalf of person 12th August 2024

  When it's open, it's excellent. Why isn't it always open? They don't always answer the phone. My wife was desperate for medication and I had to drive to Poringland. The care is beautiful; it's excellent once you're in.

  
  
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• Very friendly

  4

  Submitted by Healthwatch Norfolk staff on behalf of person 12th August 2024

  It's a good surgery. It's a shame it's not open every day of the week. It's okay for me as I can drive. They're very nice. Very friendly. It's hard to get appointments.

  
  
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• The nurses and doctors are all brilliant

  5

  Submitted by Healthwatch Norfolk staff on behalf of person 12th August 2024

  I'm here frequently. I find it really good. They're really great. Reception staff are responsive. The doctors always have a follow up plan for you. Same day appointments are good but other appointments are a longer wait. The nurses and doctors are all brilliant.

  
  
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• I've never had a problem

  4

  Submitted by Healthwatch Norfolk staff on behalf of person 12th August 2024

  It's fine. Normally when I ring up I can get in with appointments. I do get texts to remind me about things I find it alright. I've never had a problem. I see them when I need to.

  
  
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• Sometimes there is a delay

  3

  Submitted by Healthwatch Norfolk staff on behalf of person 12th August 2024

  Sometimes there is a delay in being able to get an appointment. There is a lack of continuity in seeing the same doctor. It's not satisfactory. Four days for a prescription is difficult, especially when the surgery is closed on a Thursday. I get texts but it's horrendous trying to get through on the phone. Often the appointments have been given out already. I often get appointments online. Things are improving slowly since C19. It's not the fault of the surgery, it's the liaison with the hospital.

  
  
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• The opening times could be better

  3

  Submitted by Healthwatch Norfolk staff on behalf of person 12th August 2024

  My biggest comment is the difficulty in getting appointments, either getting through or getting an appointment before they've all gone. The opening times could be better.

  
  
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• I haven't got a bad thing to say

  4

  Submitted by Healthwatch Norfolk staff on behalf of person 12th August 2024

  In all honesty I haven't got a bad thing to say, really. The surgery could be open more. It would be a very bad thing to close it. Otherwise, I've never really had an issue. I phone for an appointment and take "the 8am gamble". We get texts, emails, phone calls.

  
  
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• They're professional

  4

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  My child had a follow-up today, we're trying to find answers to why she's still unwell. They booked us in when they gave me the last test results. They're professional and they're doing what they can. It takes a long time on the phone when you call at 8am and it's at a time when I'm trying to the children ready so it's difficult.

  
  
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