Norwich Practices Health Centre and Walk-In Centre

Feedback

• Long wait

  3

  Submitted by Collected by Healthwatch Norfolk staff 19th August 2024

  They did what they could for me but it was a long wait. I was here for two and a half hours. I had to come out to move my car. The wait was 2/5 but when I was seen it was 5/5.

• Reply from Norwich Practices Health Centre and Walk-In Centre

  We are so sorry for your long wait but delighted to hear the service you received was worth it.

• Amazing GP Surgery

  5

  Submitted by Anonymous 13th August 2024

  am 55 years of age and have experienced long term Grief - CPTSD - Anxiety and Depression and the Peri -Menopause - thanks to the support of everyone at the surgery I have been fully supported through an extremely challenging time and could not have got through it without everyone at the surgery - thank you you are all amazing stars ⭐⭐⭐ love from the Purrs

• Reply from Norwich Practices Health Centre and Walk-In Centre

  This is music to our ears! Thank you so much for your amazing feedback :)

• Really hard to get an appointment

  1

  Submitted by Collected by a Healthwatch Norfolk member of staff 12th August 2024

  It is so hard to get an appointment and I ended up being left without my mental health medication for 4 days as I could not get in to be seen. They are shocking when it comes to mental health, the doctor just sent me to the pharmacy. They misdiagnosed my Mum and she is now in hospital and it took 6 months of bring my daughter in to get to the bottom of what was wrong with her. You never get to see the same doctor which just doesn't help and you struggle to get through on the phone.

• Reply from Norwich Practices Health Centre and Walk-In Centre

  We are so sorry to hear this and apologise for any distress caused. If you would like us to look into any of the issues you have mentioned, we would be happy to do so. Please email your details to: nwib.nhc.complimentsandcomplaints@nhs.net.

• Very Friendly

  4

  Submitted by Collected by a Healthwatch Norfolk member of staff 12th August 2024

  Sometimes it can be a bit of a wait to get an appointment. The staff are all very friendly and today I was in and out within 20 minutes.

• Reply from Norwich Practices Health Centre and Walk-In Centre

  Thank you for your kind words. We are working hard to optimise appointment availability and appreciate your feedback.

• No problems

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 12th August 2024

  Today has been great, I phoned and it was answered in 15 minutes and they fitted my son in at 11am. We were a few minutes late going in but the doctor was lovely and spent time talking to my son and not just to me which he found good. I think this has been a very good surgery, I do actually have one closer to my home but have decided to stay with this one as they have looked after me with my on going issues.

• Reply from Norwich Practices Health Centre and Walk-In Centre

  This is great to hear, thank you so much for your feedback :)

• Nurse was charming

  4

  Submitted by Collected by a Healthwatch Norfolk member of staff 12th August 2024

  Everything ran on time and the nurse was charming and efficient in taking my blood, I didn't faint which is good! It can be frustrating waiting on the phone and the mount of messing about pressing one for this and two for that, it's hard to talk to who you need to talk to.

• Reply from Norwich Practices Health Centre and Walk-In Centre

  Thank you for your review and its great to hear you had a good experience with us recently. We are hoping our new phone system will help alleviate some of the issues we were having and we would be glad to receive your future feedback on this.

• Today was excellent

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 7th August 2024

  Sometime they don't answer the phones and it can be hard to get an appointment. However today was excellent, I had a blood test and the nurse was so polite and friendly, a nice person. I didn't have to wait long and I was also able to make an appointment to see the GP. It is a nice surgery to come to.

• Reply from Norwich Practices Health Centre and Walk-In Centre

  Thank you for your positive feedback. We have recently adopted a new phone system which we hope will allow us to answer all calls in a much more timely way. We realise appointment availability is an issue and we constantly strive to offer as many as we can but with an emphasis on patient safety at all times. We appreciate your feedback and are glad you recently had an excellent experience.

• Five stars today

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 7th August 2024

  I would give my experience 5 stars today because finally I spoke to someone who cared, listened and seemed to understand. Before today I would only have given 3 or 4 stars. I can usually get an appointment when I need one but there is not enough consistency with who you see. It can be difficult to get help for an ongoing issue. It would be better if I could make appointments with the same person.

• Reply from Norwich Practices Health Centre and Walk-In Centre

  Thank you for your five stars. Continuity of care is a constant challenge but something we are working hard to achieve. We are pleased to hear your experience today was excellent. Thank you for taking the time to leave us your feedback :)

• All good

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 7th August 2024

  It's always good, no problems

• Reply from Norwich Practices Health Centre and Walk-In Centre

  Thank you for your five stars!

• Explained everything so well

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 7th August 2024

  I was seen quickly, the nurse was lovely and explained everything so well. It was good and she explained the next steps to me too.

• Reply from Norwich Practices Health Centre and Walk-In Centre

  Thank you so much this is great to hear.