The Nelson Medical Centre

Feedback

• Always been good

  5

  Submitted by Collected by Healthwatch Norfolk staff 13th November 2024

  I've been registered with the practice since they were at the old site. I've never had any trouble. They've always been really good to me.

  
  
  Leave a provider response

• It's too difficult to get an appointment when you need one.

  1

  Submitted by Feedback collected by Healthwatch Norfolk staff 4th November 2024

  You can't make an appointment when you need one. It's difficult to get one at all. You call the surgery and you are told to ring back the next day because all the appointments have already gone. There is never anyone in the waiting room but they don't have any appointments. I feel like they are looking after everyone except people like me living on my own. I feel pushed away. I changed from another surgery to here but it's not good here and it doesn't feel like they are interested in us older people anymore. I need to be reassured. They told me to go to the lighthouse when there wasn't an appointment here which I did but there were so many people waiting and I was there for over 2 hours waiting before I was seen. Some of that time was standing because there were not enough seats, it was just so busy. One positive I would like to mention is that when you do get to see someone at The Nelson the staff are very good.

• Reply from The Nelson Medical Centre

  Thank you for your feedback. I am sorry that you are not happy with the service you have received. I would appreciate if you could contact me to discuss your concerns - if you call the Practice and ask for myself. Kind Regards Zoe Dearlove Complaints and Investigation Officer

• Everyone at the surgery are so helpful and kind. The staff always listen and take time to care. I always feel respected and well treated.

  5

  Submitted by Anonymous 1st November 2024

  The reception staff always communicate so well and make certain everything is clear they have helped when I am forgetful. The nurses are happy courteous and kind. My doctor, doctor Abu is caring kind and extremely good. He will call me directly if something needs prompt attention and he has been paramount to my improved health

• Reply from The Nelson Medical Centre

  Thank you for your kind feedback, I will ensure it is shared with the Practice Team. Regards Zoe Dearlove Complaints and Investigation Officer

• It's not good,

  2

  Submitted by Feedback collected by Healthwatch Norfolk staff 31st October 2024

  It's not good. When you call one of the biggest hurdles is getting past the receptionist. There have been lots of different things go wrong, I've been given the wrong blood forms and when my husband had a reaction to his medication they tried to pass me on and we were not given an appointment when we needed one. When you come to the surgery the waiting room is nearly empty and yet they never have any appointments. I don't get it. Some of the staff are very good especially Dr Abu. However, because of how the surgery is run I am now going to change surgeries.

• Reply from The Nelson Medical Centre

  Thank you for your feedback and I am sorry to hear of the experience you have had. Should you wish to discuss your concerns, please do not hesitate to contact the Practice and ask for myself. Kind Regards Zoe Dearlove Complaints and Investigation Officer

• Very friendly

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 31st October 2024

  They are very friendly and that's what makes it good. Dr Sheldon is the best doctor I've ever had. They are not so good when you try to call to speak to someone. I tried for ages to get through and when eventually I spoke to someone they said they would call me back. However they didn't call back and I was left wondering what to do next.

• Reply from The Nelson Medical Centre

  Thank you for your feedback, I am pleased you are happy with Dr Sheldon's care. I apologise that you were not called back when you were advised you would be, I will remind the Practice Team to ensure they do as they say they will. Kind Regards Zoe Dearlove Complaints and Investigation Officer

• They made me feel at home

  5

  Submitted by collected by Healthwatch Norfolk staff 7th October 2024

  I phoned this morning and the receptionist was good. I came in to see the doctor and she explained what I didn't understand about my health condition which was good. Then I saw the nurse who took my bloods. They were friendly, welcoming and made me feel at home. I had time to ask questions and say everything I wanted to say.

• Reply from The Nelson Medical Centre

  Thank you for your feedback, I will ensure I share it with the Practice staff. Zoe Dearlove Complaints and Investigation Officer

• Seen when I need to be

  5

  Submitted by collected by Healthwatch Norfolk staff 7th October 2024

  My appointment was very good, very quick. They got in touch with me for it. I can more or less be seen when I need to.

• Reply from The Nelson Medical Centre

  Thank you for your kind feedback. Zoe Dearlove Complaints and Investigation Officer

• Generally happy

  4

  Submitted by collected by Healthwatch Norfolk staff 7th October 2024

  It's alright here. I do appreciate how busy they are. In general I'm happy. For an on-the-day appointment I wanted a phone call but I was told I could only have face-to-face but I couldn't get to the surgery. I ended up in A&E.

• Reply from The Nelson Medical Centre

  Thank you for your feedback, I am sorry that you were unable to make a face-to-face appointment and ended up at A&E. Zoe Dearlove Complaints and Investigation Officer

• Very good

  4

  Submitted by collected by Healthwatch Norfolk staff 7th October 2024

  I think it's very good here, they've always got time to listen to you but it does depend who you get on reception. It's what you need. It can be hard to get appointments but I'm happy to go to other places.

• Reply from The Nelson Medical Centre

  Thank you for your feedback, we are pleased you are happy with the service. Zoe Dearlove Complaints and Investigation Officer

• Caring staff

  5

  Submitted by collected by Healthwatch Norfolk staff 7th October 2024

  It's very good, I can't fault it. I've seen a few staff here and I'm happy with all of them, they're always caring when they see you. It can be awkward getting appointments as you have to go to different places but I'm lucky today.

• Reply from The Nelson Medical Centre

  Thank you for your feedback, we are pleased you are happy with the service. Zoe Dearlove Complaints and Investigation Officer