Submitted by Collected by a Healthwatch Norfolk member of staff7th February 2024
I phoned this morning and they managed to squeeze me in even though they were full.
I got what I need today and the staff are always lovely
Reply from Norwich Practices Health Centre and Walk-In Centre
Glad we could help you! Thank you so much for taking the time to review us.
Friendly staff
4
Submitted by Collected by a Healthwatch Norfolk member of staff7th February 2024
Today there was a very short queue. The staff are friendly.
I got the answers I needed today within two minutes.
The person who takes bloods is off sick today so I have to go to the walk in centre for that but that's just one of those things.
Reply from Norwich Practices Health Centre and Walk-In Centre
Hopefully the Walk-in Centre were able to do your bloods. Thanks for your great feedback!
All okay, no complaints
5
Submitted by Feedback collected by Healthwatch Norfolk 6th February 2024
The doctor was very nice. It's all okay and I have no complaints. The check in was easy and the appointment ran to time.
Reply from Norwich Practices Health Centre and Walk-In Centre
Perfect, thank you for your feedback!
Very pleasant and helpful
5
Submitted by Feedback collected by Healthwatch Norfolk 6th February 2024
The doctor was very pleasant and helpful and seemed very efficient. It was quick and I was in and out. My only comment would be that the auto check in screen is very close to reception which can make it difficult to check in using it. It can create an unnecessary wait.
Reply from Norwich Practices Health Centre and Walk-In Centre
Thank you so much for your constructive feedback. We are in the process of replacing the check-in screen and will take your comments on board.
It's spot on
5
Submitted by Feedback collected by Healthwatch Norfolk 6th February 2024
They are just there, straightaway to solve your problem. I can phone in, there is no waiting and it's easy to get an appointment. It's spot on.
Reply from Norwich Practices Health Centre and Walk-In Centre
Amazing, thank you so much for your feedback!
Took a while but got there in the end
5
Submitted by Feedback collected by Healthwatch Norfolk 6th February 2024
Today has been good and the appropriate arrangements have been made. It did take a bit of time, 3 visits, but things have been sorted for me now. I kept seeing different people and had to keep repeating what I had already said to someone else. The staff are good and very easy to be with. The auto check in works well.
Reply from Norwich Practices Health Centre and Walk-In Centre
We are glad to hear we managed to get things sorted for you. Consistency is always our aim but unfortunately not always possible. You are of course welcome to request a particular clinician should you choose and we will try our best to accommodate.
Very helpful staff
5
Submitted by Feedback collected by Healthwatch Norfolk 6th February 2024
It's all good and I've had no problems. The staff are very polite and helpful.
Reply from Norwich Practices Health Centre and Walk-In Centre
Thank you so much for your kind words!
I have had a good experience here since 2018
5
Submitted by Feedback collected by Healthwatch Norfolk 6th February 2024
My wife and I have been coming here since 2018 and it's always good. My wife is always able to see the same doctor which is good and the brilliant HCA Simon is fantastic. The staff I have seen including the doctors have always been polite and good.
Reply from Norwich Practices Health Centre and Walk-In Centre
Thank you for your lovely review. It's great to hear you have been provided with consistency in care and we will share your appreciation with Simon and the team.
GPs are great, system needs help
4
Submitted by Collected by Healthwatch Norfolk staff2nd February 2024
The GPs themselves are good. They're under a lot of stress and pressure as so many people in general aren't well. They got me some counselling very quickly which was amazing. The thing is, there should be a better system of communicating between surgeries and the hospital. 7 weeks were wasted trying to get medication I needed as I kept getting pushed back between the two.
Reply from Norwich Practices Health Centre and Walk-In Centre
Thank you for your feedback. It is lovely to hear our clinicians are valued. There are currently lots of changes going on within the Centre under the new commissioners. Processes around the system are a priority and we will take your feedback on board.
Inconsistent
2
Submitted by Anonymous2nd January 2024
Never saw the same person twice. Whatever one person says does not seem to carry over to the next. For some time I was actually sent to other locations to receive appointments and walk-in care. Seemed to be given medication at random which would be discontinued also at random, sometimes at serious health risks due to being given medication that cannot be suddenly stopped but nobody seemed to care. Almost impossible to get appointments and nobody really seems to pick up the phone most of the time. Asked to go away and come back to "see if its still an issue" about almost everything and then told nothing about previous consultations was ever even recorded. Referrals went missing multiple times over multiple years. Staff did not even seem to be aware of the operation hours between the walk-in and GP. Particularly awful for mental health, where I was regularly told to simply pull myself up by my bootstraps and get better or to exercise more and had long-term medicines removed against my wishes to simply "see what happens." Was put back on exact same medicines months later without even checking if I'd been on them before and am not sure how that even happens. Whatever moments of genuine care I've experienced are easily outweighed. Will do my best never to interact with this service again as long as I'm able. Only staff I can recommend consistently are blood tests, which had decently reasonable waiting times during their limited operation and were quite on the ball. Was still asked to queue outside for this service for upwards of an hour even in the rain.
Reply from Norwich Practices Health Centre and Walk-In Centre
Thank you for your review and we are sorry you have not had a good experience with us. If you would like us to look into any or all of what you have described, please contact us on: nwicb.complimentsandcomplaints.onp@nhs.net