Norwich Practices Health Centre and Walk-In Centre

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.

• The wait time is the only downside

  4

  Submitted by Collected by a Healthwatch Norfolk member of staff 6th August 2024

  Service when I was seen was good, but it was a long wait, I have been here about 3 and a half hours and I am starving. I am not blaming them for it but it's the only downside. I tried to get an appointment at my surgery (Oak street) but they were full so told me to try here. All the staff were good.

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

  It does sound as though you had an exceptionally long wait and we apologise for this. Whilst there is little we can do about the wait time we do try to keep patients abreast of it so they know what to expect. We are glad to hear you were happy with the service when you were seen. Our thanks for taking the time to leave your feedback.

• Well looked after

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 6th August 2024

  The experience was good, I felt well looked after, it was a long wait, about 2 hours but that was okay.

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

  This is great to hear but apologies for your long wait to be seen. The Walk-in Centre is often quiet first thing in the morning if you have the luxury of coming down then. Otherwise, our website should give you an idea of current wait time if you are able to look before you leave. Our thanks again for your review :)

• Grateful for efficiency

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 6th August 2024

  The nurse I saw was very efficient and called in a doctor to check something. The wait was about 2 and a half hours but was told that when I arrived. All the staff were good and I am grateful for the efficiency. Could do with a few more chairs in the waiting room.

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

  Thanks so much for your lovely review and apologies for the long wait. We will take on board your suggestion for more chairs in the waiting area. Kind regards from the team.

• It was fine

  4

  Submitted by Collected by a Healthwatch Norfolk member of staff 6th August 2024

  I had to wait for 2 hours but I was told that when I arrived. The staff were fine and i got what I came for so I am pleased. I did try to get into my surgery but they had no appointments so suggested I tried here.

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

  Thanks for your review and apologies for the long wait to be seen.

• Staff were good

  3

  Submitted by Collected by a Healthwatch Norfolk member of staff 6th August 2024

  The wait time was 2 and a half hours which was over the 2 hours that I was told when I arrived, but the treatment when I was seen was good. I found all the staff good.

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

  We are sorry for your long wait but glad you were happy with the service you received when you were eventually seen. Many thanks for taking the time to review us.