Feedback Centre

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Healthwatch is committed to providing a transparent and honest view of health and social care services. This is your opportunity as the health or social care provider to have your say on comments the public have left. It is designed to be constructive and allow both sides to have a fair and equal say in the matter so please:

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As a service provider, you can leave your response to the original review and the reviewer will be notified of this. However, they will not be able to reply to your response, but can get in contact with Healthwatch Norfolk if they wish to pass any comments along. Remember, your response will be seen by everyone who visits your service page on our website, not just the original reviewer. Your reply is a good opportunity to acknowledge any comments received.

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I'm employed by Norwich Practices Health Centre and Walk-In Centre and have authority to leave this response *.

Original Feedback for Norwich Practices Health Centre and Walk-In Centre:

2

Russian Roulette every day at 8am.

Don't get me wrong some of the staff here are amazing. However the system needs to change. To get a call with a doctor (and not wait a month for a consultation) you have to call the next day at 8am. Now first thing this penalises shift workers and those unable to get to a phone at 8am. Secondly there is no order to this. As soon as the clock ticks over to 8, masses of people call the surgery. The line just rings you off if there's too many so you can't queue. You just have to keep repeatedly calling the number and just hoping you'll slip into the queue when someone else leaves. This is ridiculous! I've called 40 times to try and slip into the queue from 8am -managed to get into the queue at 8:20am to find a grumpy receptionist tell me there's no appointments left and to call back tomorrow and who sounds like she's had enough of people complaining to her. I've managed to call repeatedly from 8, get into the queue at 5 past and get on the line with a receptionist at 10 past only to be told they've run out of appointments. This happens everyday. Something needs to change. There's no order - just chaos. Someone could be phoning for weeks or just happen to get in the next day it's an unfair and biased system. Doctors need to be made more accessible. The only reason I have to keep calling is because my medication keeps getting messed up and they keep giving me stuff I'm allergic to (lactose intolerance).