Millgates Surgery

Feedback

• Usually good

  4

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  It's usually pretty good, it seems to work well enough. It's a bit difficult to get a doctor but if it is urgent they will usually fit you in. Advanced appointments are so far ahead that I haven't tried to book one in for a long time.

  
  
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• Can't fault it

  5

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  It's all fine here but obviously difficult with the roads closed today! I feel lucky to have it all, and free medication. I can't fault it.

  
  
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• I was really listened to

  5

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  It's been quite good here the last few times I've needed appointments or prescriptions. I didn't have to wait long and I was really listened to. You do see different doctors but that's fine. Overall, I couldn't expect anything more.

  
  
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• You feel they're listening

  4

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  This surgery is brilliant, it really is. I've always managed to get an appointment or speak to a doctor. And of course having the dispensary here is brilliant. I have an ongoing issue and I don't mind a phone appointment if it's somebody I've seen before about it. You always feel they're listening not just staring at screens. The locum I saw here clearly read my notes which makes a big difference. I've never had any problems. The Poringland surgery is also good.

  
  
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• Very helpful

  5

  Submitted by Collected by Healthwatch Norfolk staff 1st March 2024

  I couldn't get to Hempnall as I can't drive so the dispenser came and dropped the medication for me which was very helpful.

  
  
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• New receptionists

  4

  Submitted by Anonymous 3rd November 2023

  The new receptionists are very lovely and friendly. The only little Issue is that they do not offer any advice or triage the problem if there are no appointments left. I also have popped in and there was no one there (behind the desk or glass) for a long time but luckily I was helped by a nurse who happened to be passing. This could be a safety issue if there is no one watching the patients in the waiting room or if someone dangerous could walk in- you never know these days what could happen.

  
  
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• UTI infection not picked up

  1

  Submitted by Molly 26th July 2023

  I spoke to the practice previously a week or so ago explaining my symptoms and they asked me to drop a urine sample in, to then be told I had no infection even though there was definitely blood in my urine. Then I contacted them again saying my symptoms were persisting and got asked to drop another urine sample in and couldn’t see a doctor, well I was at emergency out of hours doctors last night provided by 111 as I was urinating blood and they said it should of been picked up as now I’m a lot iller than previously could of been, just felt fobbed off and now I’m in severe pain when I didn’t need to be

• Reply from Millgates Surgery

  Dear Molly, Thank you for taking the time to write a review and the feedback provided. I'm sorry to read that you have not had a positive experience, this is not in keeping with the service levels we look to provide and not the feedback we usually receive. I would like to review the service received and understand more about your experience and the events which took place. Please contact me at the practice or via email, nwicb.oldmill.millgates@nhs.net. David Leigh - Practice Manager

• Excellent service needs more praise.

  4

  Submitted by Maggie Stickney 18th July 2023

  Maybe you have to wait to get your call answered but all the staff work towards getting you to the right clinician asap. All are working for the good of the patients and from what I’ve heard of other surgeries services Millgate and Oldmill surgeries are in an amazing league of their own. Great service, quick responses and friendly staff.

  
  
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• A good message system mostly

  4

  Submitted by Anonymous 7th July 2023

  The online message system is great in that Reception reply quickly to messages. I prefer to use it when asking a Dr about something as I worry that a phone call to the practice may not exactly relay the information plus it can take a few minutes to get through. Sometimes though I’m not sure if the messages get through as the Dr didn’t know I had asked about something. The messages are stored on ones record which can be useful as the dr can see what has been happening lately. Sometimes the receptionist replies saying I need to make an appointment but I don’t always wish if it is just a small medication query- I don’t want to take up a valuable slot! On the whole though it is good for writing about your symptoms and they get back to you saying that they have booked you in that day if needed. A surgery I know in Norfolk only has their messages available between 8-9am so we are very lucky to have such good access. Although when it first started I was told off for ringing to ask for a sick note- I didn’t know it was available and I nearly cried as I thought she meant that the dr wouldn’t be able to help as I hadn’t used the new system. She huffily said ‘fine, just this once’. That has been the only big blip.

  
  
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• Friendly and happy to help out

  5

  Submitted by collected by Healthwatch Norfolk staff 9th March 2023

  They have the time to listen to you. They took my concern as genuine concerns and fulfilled all my queries about my results. I can see or speak to a Dr when I ask and they are friendly and happy to help out. I am now going to book an appointment actually. There is nothing they could do to improve in these times

  
  
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