Please leave any feedback on The Humbleyard Practice page: www.healthwatchnorfolk.co.uk/services/the-humbleyard-practice-nr4-6ta
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44 responses from the local community
Impossible to contact
1
Submitted by Anonymous4th October 2022
I have been at Mulbarton surgery for many years. I feel they provided an excellent service until Covid hit and there has been some sort of catastrophic change since then. Whereas other surgeries seem to have recovered and provide a near normal service, Mulbarton and the other surgeries in the group seem to be struggling more and more, which I'm sure is concerning for the staff but as a patient (with cancer) it is an understatement to say it's concerning. Initially there has been the slow withdrawal of the online contact form (with a variety of excuses - staff training, new phone system, staff holidays etc) which is fine, if the surgery is contactable by another format. Which they are not. The online contact form is now only available between 7 - 8 am four days a week.
The last time I tried to actually go to the surgery, as I could not get through on the phone, the doors were all locked and you had to knock on a window to try to get the attention of the receptionist. The last time I tried to get through on the phone I was on hold for 58 minutes and then instantly cut off.
I think the situation has now become dangerous for residents that cannot access the most basic of health care and I would really like to know where the actual doctors are. It's all very well stating on the website that new staff have been appointed to deal with mental health issues and you may not be seen by a GP but by a practitioner instead (both of which I fully support) but what happens when you have a serious illness and still cannot see a GP?
I have a medical condition I am worried about. It is not urgent but is concerning. I wanted to book an appointment or talk to a doctor. I have to use the online form between 7 and 8am. This is not convenient for me as I have 3 children to get up and ready. I don’t think it would be convenient for those who work shifts, are feeling very down or many other people who are really ill or old. This restriction is stopping people getting help for their health problems and is discriminatory. The only people it helps are the surgery. People still have the problems they just can’t tell the surgery about them. It seems as though they would rather not know and pretend the people in our villages aren’t worried about health concerns. I feel this is unacceptably poor.
My son has a mole on his chest which has changed shape and colour very rapidly. I tried to call the doctors and am on hold for 48 mins. I was 8th in the que average of 6 mins per call. Explained the problem to reception was told to call back at 0800 when I can try and make an appointment or I can try coming to the doctors at 0830 or go to the walk in centre. WHAT IS THE PARTNERSHIP BEING PAID FOR!! appalling service. No wonder hospitals are crumbling under pressure!
I’ve had several issues in the last few months trying to contact the surgery.
The online firm was switched off so they ask you to phone, when you phone the message states use the online form!
I’ve waited 1 hour & 40 mins for the phone to be answered!
I recently tried to made an appt for my son which was a month waiting time. Receptionist suggested I go the pharmacy but last time I went they told me I had to see a doctor for the same issue. Tried to explain this and they suggested I go to the walk-in. Shocking service and ridiculous appt times
I have Gaul stones. I waited 6 months to wait for my confirmation of being on the list. Eventually get through to be told I have to contact the hospital.
End up in hospital and the hospital staff are shocked that’s what I’d been told. Can never get through when my son is Ill. I’ve had to doorstep them and they get the hump.
Website said surgery was open so l phoned. Number unobtainable.... continuous tone. Repeated... the same ! Called Cringleford. 2nd in the queue... hurrah ! Call answered within 15minutes. Explained that my daughter has suspected tendonitis and is unable to work due to the nature of her job involving lifting. I was told not able to make any appointments and was to ring again at 8am tomorrow. Now if everyone who rings after 11am today is told the same, that phone line is going to have a massive queue from 8am tomorrow ! I was told the alternative is the walk in centre. No point, my daughter has painkillers but we need the next step forward.... to my mind xray/scan / cortisone injection? She is on zero hours contract with no sick pay. But no doctors are available, short staffed due to covid ! What l find amazing is they always send you to the walk in centre. Is that where all the doctors are then? How come there are never staff shortages there? Considering the amount of patients sent there, the walk in centre must be completely immune to covid? What really is going on eh ?
I have always rated Mulbarton until my last few experiences. more commonplace to be on hold for at least 30 mins if you can get through in the first place. the online form is currently offline until 10th July (over 2 weeks!). i have a non-urgent matter with my daughter which may need looking at but i just wanted some advice. i have repeatedly called to be met with an answer phone message that the phone line is full and try again later. i can’t take her to the walk in centre for this, as i don’t want to worry her about something that may not be an issue. Goodness knows when i am actually going to be able to speak someone. they have got a very obvious lack of staff, surely there is a duty of care to patients
Since February I’ve been bed bound awaiting surgery on spine.I’ve been given sick notes direct via message so I can then forward onto work.Lady who’s been doing household things for me has gone away with her husband for few days but didn’t matter as would get online sick note as per usual but was messaged to say it was paper.Rang at 10am was waiting online a went from 10-1 in 28 mins then number 1from 28 mins till 54 then hung up tried again 2 more times for simlair times both times started off at person number 4 but got no further.I now have to mess around contacting work to sort out about being off work sick Monday without another sicknote for the month.today service was rubbish and rude.whatever was the problem as someone was there as I moved from 10th to first.Not happy and don’t need this on top of my health issue.
My husband and myself have nothing but good experiences with Mulbarton surgery. Great response times from messages left on line, prompt appointments and face to face when necessary. Staff have obviously been under huge pressure but we've never been made to feel a nuisance.
Didn’t realise how lucky I was with my previous surgery until moving house and registering with the Humbleyard Practise - they are impossible to contact unless you actually go into the surgery where you then have to discuss private matters in front of everyone else who is waiting. The online form hours are incredibly restrictive and it often isn’t even available when it says it should be. If you ring you are told to ring back later as the queue is full. I am fortunate in that I have no serious health problems but I do worry about what kind of service I’d receive should I need it in future. Worryingly poor service.