Norwich Practices Health Centre and Walk-In Centre

Feedback

• Poor contact system

  1

  Submitted by Anonymous 12th February 2024

  Rather than being able to join a queue at 8am you have to keep calling and getting the user busy tone on the off chance you might get through, tried over 250 times to call on several mornings and have never even got as far as the menu let alone a human. If I call later in the day they can't see me for several months. Really poor system! When you can get an appointment I've always found the staff friendly and helpful but it's near enough impossible to get one.

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

  Thank you for your feedback and we apologise for your difficulties in getting through to us. You may be pleased to learn that we are currently in the process of acquiring a new telephone system which will enable us to answer calls in the order in which they were received. We hope the new system will be in place very soon and that you continue to be satisfied with the rest of the service we provide.

• Feel neglected

  1

  Submitted by Collected by a Healthwatch Norfolk member of staff 7th February 2024

  It was once a good practice, but since it has moved into this building it has gone down hill. You have to wait an hour on the phone at 8am in the morning along with everyone one else and then you sometimes get cut off and there are no appointments left. I had something wrong with my arm but could only get an appointment in a months time, they would not let me see a doctor any earlier, I ended up at A&E and had an operation as it was poison in my arm and had I of waited any longer it could of gone to my heart and killed me. After my shoulder operation when I didn't feel right I tried to get an appointment but again a 4 week wait so I went to the walk in centre who send me straight to hospital. Got a letter and then a reminder text about an asthma review, phoned up they couldn't see me for two weeks and I needed some more medication, they told me that it wouldn't be a problem but when I went to pick up my prescription they would not give it to me because I had not had a review. I feel very neglected and tend to just go to the walk in centre instead. The receptionist I saw today was very nice.

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

  We would be happy to look into this for you if you would like to email us your details as the reviews on Healthwatch Norfolk are anonymised. Please email: nwicb.complimentsandcomplaints.onp@nhs.net

• Impressed with my first visit

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 7th February 2024

  This is my first visit today. I only put my application in to join 4 days ago and today in for a blood test. Everyone has been polite and friendly. The receptionist is very helpful. It is nice and clean. I have come from a practice in Gt Yarmouth and this is much better, a huge improvement.

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

  This is great to hear, thank you so much for your review!

• Helpful

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 7th February 2024

  They have a helpful service, any time I need them they help. I only had to wait 5 minutes today, I made the appointment 2 weeks ago. You used to get a call back on the same day or next day but now it takes 2 weeks and there is not an option to have it sooner.

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

  Thank you for your review. We do still operate a telephone triage system in the first part of the morning whereby more urgent matters are prioritised by a suitably qualified clinician for an on-the day or next-day appointment. We are glad to hear you had only a short wait for your pre-booked appointment.

• Quick and Efficient

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 7th February 2024

  Staff are very good, everything was quick and efficient. I made the appointment a week ago so not too long of a wait.

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

  This is great to hear! Thank you so much for your kind review.

• Got what I needed

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 7th 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 staff 7th 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!