Address: Branford Road, Caister on Sea, Great Yarmouth, NR30 5NETelephone: 01493 720 618Website: www.coastalvillages.nhs.uk/
This surgery is part of Coastal Villages
Feedback
40 responses from the local community
Long wait to get appointment
4
Submitted by Collected by Healthwatch Norfolk staff31st July 2024
They're fine. The appointment system could improve though. In March I had to wait 16 days to get a doctors appointment. There's a lot of spiel on the phone and takes forever to get through
Reply from North Caister Medical Centre
Dear Patient, Thank you for providing the practice with your feedback. I will ensure your comments are passed on. I am sorry to learn you waited 16 days for an appointment. We offer pre-bookable appointments 7, 14 and 21 days in advance Tuesday - Friday at each site and also for all sites Monday and Tuesday evenings and Saturdays at Martham. Kind Regards Sarah-Jane Smith Practice Operations Manager for the 4 Coastal sites
So far really good
5
Submitted by Theo10th October 2023
I'm a new patient so haven't had the full experience yet, but so far have found the reception staff to be really helpful and organised, Sophie was great and got things sorted for me when there was an issue with transfer of care. Dr Howman has been especially helpful, having only had phone appointments so far I've found her to be accommodating, friendly and also very on the ball. Calls when she says she will, deals with things with empathy and is receptive. Great experience so far and hoping that face to face appointments reflect that. Considering the NHS is under so much strain, appreciated the positive experience I've had. Be kind to NHS staff right now, don't blame individuals for systemic issues. They're trying their best to help (which is why they chose the job!)
Reply from North Caister Medical Centre
Dear Patient
Thank you very much for taking the time to leave us such positive feedback, I will share this with the team who will be very pleased.
It's rewarding to hear you are having a great experience with the practice.
Kind Regards
Sarah-Jane
Practice Operations Manager for the 4 Coastal Sites
Friendly and courteous
4
Submitted by Collected by Healthwatch Norfolk staff2nd October 2023
They were amazing when my husband died, so helpful. Everyone is friendly and courteous. I don't have any problems booking and I'm pleased I can order medication online. I'd like to be able to book appointments online too though.
Reply from North Caister Medical Centre
Dear Patient
Thank you very much for taking the time to leave us such positive feedback, I will share this with the team.
My belated condolences to you and your family and I am glad that the team were helpful as I know this can make such a difference in these circumstances.
Kind Regards
Sarah-Jane
Practice Operations Manager for the 4 Coastal Sites
Accommodating
4
Submitted by Collected by Healthwatch Norfolk staff2nd October 2023
I got the wrong day for my appointment, which was meant to be yesterday, but they managed to fit me in anyway. Getting an appointment with a doctor can be hard, I don't always want to see a nurse and haven't seen a doctor in 3 years. Overall it's not too bad though.
Reply from North Caister Medical Centre
Dear Patient
Thank you very much for taking the time to leave us such positive feedback the tea will be pleased.
I am sorry to learn you have encountered difficulties in booking an appointment. If you would like to discuss this further, please contact the Site Lead at our North Caister surgery.
Kind Regards
Sarah-Jane
Practice Operations Manager for the 4 Coastal Sites
The Coastal Partnership
The new phone system seems better
5
Submitted by Feedback collected by Healthwatch Norfolk 28th September 2023
I called at 8am this morning, I was 31 in the queue but when the phone was answered I got an appointment for 10am today. The new phone system does seems better. The doctors are all very nice and all the staff seem on it. I think having magazines in the waiting area again would be nice. They do have a TV screen with lots of health information but magazines would be good too.
Reply from North Caister Medical Centre
Dear Patient
Thank you very much for taking the time to leave us such positive feedback the team will be pleased to hear this.
I am glad to hear the phone system is working well.
We did remove all magazines/paperwork due to infection control measures but we will review.
Kind Regards
Sarah-Jane
Practice Operations Manager for the 4 Coastal Sites
The Coastal Partnership
They usually fit you in quickly
4
Submitted by Feedback collected by Healthwatch Norfolk 28th September 2023
They are helpful and kind and they usually fit you in quickly. I have waited a long time in the waiting room today, over an hour to see the doctor but once I got in it was fine. It would be better if each time you came you could see the same doctor as you have to keep explaining everything again and again.
Reply from North Caister Medical Centre
Dear Patient
Thank you very much for taking the time to leave us such positive feedback, the team will be pleased.
I am sorry for the long wait time you have encountered recently.
We do try to book patients in with the same clinician for continuity of care but unfortunately there are occasions when this doesn't happen. Please let the team know when booking your preferred clinician and we will try our best to accommodate.
Kind Regards
Sarah-Jane
Practice Operations Manager for the 4 Coastal Sites
The Coastal Partnership
Doctors and receptionists are good
4
Submitted by Feedback collected by Healthwatch Norfolk 28th September 2023
The doctors and receptionists are good, but it can be difficult to get an appointment.
Reply from North Caister Medical Centre
Dear Patient
Thank you very much for taking the time to leave us such positive feedback. The team will be pleased to hear this.
I am sorry to learn you have encountered difficulties when trying to book an appointment. Please contact the Site Lead at our Caister surgery if you would like to discuss this further to see if we can help.
Kind Regards
Sarah-Jane
Practice Operations Manager for the 4 Coastal Sites
The Coastal Partnership
Can Never Get an appointment!
1
Submitted by Anonymous10th February 2023
I am on medication and have been trying for 2 weeks to get an appointment to review some side effects. Call and you cant get through by the time you do there are no appointments, you cant even message through the website the service is absolutely disgusting and the staff really don't care and a generally quite rude!
Reply from North Caister Medical Centre
Dear Patient
Thank you for taking the time to post your feedback and our apologies for the delay in replying to you.
We are sorry to learn that you are not happy with the service provided by the practice. We offer on the day, prebookable and evening and Saturday appointments and you can contact the practice by telephone, in person or via our website.
If you would like us to investigate the issues raised please contact the Site Lead at our North Caister surgery.
Kind Regards
Sarah-Jane
Practice Operations Manager for the 4 Coastal Sites
The Coastal Partnership
They're very good
5
Submitted by Collected by Healthwatch Norfolk staff18th July 2022
I think they're very good, there is a long intro to get through on the phones and Monday's are impossible but I do understand.
Reply from North Caister Medical Centre
Thank you for taking the time to post your feedback. Its lovely to hear your comments, I will share this with the practice team.
Thank you for your understanding as Mondays can be very difficult in the practice following the weekend. We will be changing our telephone system later this year.
Kind Regards
Practice Operations Manager
Coastal Villages Practice
Walked in and booked for next week
3
Submitted by Collected by Healthwatch Norfolk staff18th July 2022
I don't make appointments very often, but just gone in and booked an MOT - I walked in and booked for next week - I would rate them 3.5 stars as we have had a few issues where we were left in limbo which is a bit frustrating.
Reply from North Caister Medical Centre
Thank you for taking the time to post your feedback.
I am sorry to learn that you haven't been happy with the service provided by the practice.
If you would like us to investigate the issues raised please contact the Site Lead on 01493 720618.
Kind Regards
Practice Operations Manager
Coastal Villages Practice