Norwich Practices Health Centre and Walk-In Centre

Feedback

• Service towards my disabled child

  2

  Submitted by Anonymous 21st November 2023

  I am really disappointed regarding the care they showed My son is a disabled child he just needs a letter to get transport facilities from council but they are keep delaying despite being emailed,called and also visited the Gp

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

  Dear Patient We are sorry to hear this. If you would like to email the following address with your son's details, we can chase this up for you: nwicb.complimentsandcomplaints.onp@nhs.net Best wishes from the team.

• Unreliable

  1

  Submitted by Anonymous 16th November 2023

  I have been calling for the last two days trying to arrange an urgent blood test to confirm pregnancy(Had 3 positive tests), I have been told by one member of staff I could call the next day and get the bloods ordered on the same day. Upon calling the next day , I was informed rudely by a member of reception that it can not be done after being brushed off they said I'd be getting a phone appointment that evening, later through the day I called back to see if there's another option but a different member of staff reassured me that I'd at least have the phone appointment "Just after 7" I asked what does just after 7 mean and she just repeated back. It's now 19:45 I've been standing in the rain for 45 minutes to find signal (Yes they've been told I can't get signal on my property)and I still haven't received a call, I have asked for the names as I'd like to put a formal complaint but I was again ignored. I'm absolutely appalled by your competence. Will be avoided at all costs.

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

  Dear patient, we are sorry to hear this and apologise for your inconvenience. Complaints can be emailed to nwicb.complimentsandcomplaints.onp@nhs.net Further details about how to complain are readily available on our website and displayed on posters around the Health Centre.

• You are a big disappointment

  1

  Submitted by Anonymous 6th November 2023

  Every time i made an appointment to see a doctor, I had to wait weeks to get that. Plus every time I went to an appointment, I see different doctors with different opinions of my conditions. There is lack of communication between hospital and practice. There is lack of understanding and empathy towards patients. It happened that because of their stubbornness I ended up in A&E. The reception has no more responsibility, only to answer the phone…They do not help with anything anymore. Now they stoped working in weekend so if you need urgent ongoing medications over the weekend you need to wait at least 24 h starting from Monday. Very disappointed of your service and I do not believe you took the decision for working Monday to Friday based on patient’s opinion. Very disappointed of your service. Period.

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

  Dear patient, We are so sorry to hear of your disappointment in our service. We try hard to maintain a range of pre-bookable appointments for routine matters whilst ensuring we see more urgent cases in a timely way. Different clinical opinions are perhaps inevitable but you are welcome to request your preferred GP when booking an appointment and we can also add a note to your file of your preference. We are also happy to look at any specific complaint you may have; please email nwicbcomplimentsandcomplaints.onp@nhs.net with the details of what occurred, when and to whom. Our new hours was not a decision we wanted to make but there is currently still the option of the Walk-in Centre should you need help over the weekend. Our thanks for taking the time to review us.

• I don't understand why I had this experience

  1

  Submitted by Anonymous 11th October 2023

  I waited almost 4 weeks to get an appointment regarding a bump on my breast (as all messaging encourages women to do). When I arrived, I explained that I had a skin condition relating to the appearance of bumps but I just wanted to double-check it was that, and not something else. I came with my spouse for support. What happened? Nothing. I sat in a room with someone who just nodded at everything I said. There was no inspection. When we asked questions, we were just nodded at. This was not a nod as in confirming or denying something. This was just a nod. A disembodied nod. Open-ended questions were just nodded. When we said this wasn't a statement, but a question - we were just nodded. There wasn't even a effort to look into my records. I just wasted all this time with no examination, no feedback, no looking up my records? Just dismissed. I felt so upset. I thought I couldn't get worse service than the person who didn't know how to draw blood and called me back when I got home to tell me they did it wrong and I had to come back, but here it is.

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

  Dear patient, we would really like to look into this for you and ensure your breast bump is examined thoroughly to rule out any red flags. Please can you contact the practice feedback email address at nwicb.complimentsandcomplaints.onp@nhs.net at your soonest opportunity. Please leave your name and date of birth, a description of what happened and when. Healthwatch Norfolk is anonymous service and as such, we cannot investigate without further details.

• Prescription team not contactable by phone

  2

  Submitted by Anonymous 22nd September 2023

  It's incredibly inconvenient that one can no longer contact the prescription team by phone. Instead they're put behind a wall, where you have to wait possibly days for a response by email, which is so frustrating when certain queries could be solved with a 2 minute phone call.

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

  We are sorry to hear this. Unfortunately, the prescription team became so inundated with calls they were unable to get through their work, hence we made the difficult decision to shelve this aspect of our service. We understand that removing general contact by phone to the team may make things less convenient for some patients and apologise for this. The team do check emails from the website twice a day as well as process requests from SystmOne online, the NHS App, forms at the surgery and requests that come by post. There are also some exceptions in place for particularly vulnerable patients. If you think you may fall into this category, please ask reception to put you through to prescriptions for a discussion. We continue to review our services and are grateful for your feedback.

• Brilliant service at Norwich Walk in clinic

  5

  Submitted by Daniel Burgess 11th September 2023

  Was seen within 20 minutes and all of the staff that I encountered were very friendly and gave clear and useful guidance

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

  Great stuff! Thank you for your five-star review.

• VERY BAD AND VERY GOOD

  3

  Submitted by Anonymous 29th July 2023

  3 stars reflects my very bad and very good experiences with NPHS and in particular Data handling. When I explained my concerns that someone was accessing my medical records without my consent to a receptionist she shouted at me, "I can look in your medical records any time want". Surely this can not be right. There are a lot of staff at NPHS with a huge turnover of people whos names patients never know and they may all have access to our medical records, whenever they want, apparently. I have been told it is possible for our medical records to be accessed without our knowledge or consent and evidence of such access would not be obvious to us or disclosed via a Subject Access or data request and unwelcome intrusions into our medical records can be recorded simply as 'admin' !?!

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

  Dear reviewer In order to provide you with healthcare, certain members of staff will require access to your records; you will find this is the same with any practice in Primary Care. Members of staff who enter your records will leave a digital imprint which is both visible and auditable. We follow strict data protection guidelines and ensure confidentiality procedures are adhered to at all times. If your concerns are as a direct result of something that has actually occurred, please contact us with the particulars, including exactly what happened and when, so we can investigate and provide you with a response. Please send the details of your concerns to: complaints.onenorwichpractices@nhs.net

• Poor service

  1

  Submitted by Anonymous 6th June 2023

  Unfortunately I have only experienced poor service at this Walk In Centre with Drs not listening and nurses being rude. On one occasion they said you need an ambulance but threw me out into the street before it arrived as they closed at 9pm. They also tried to charge my Husband £40 to use the service even though it is NHS.

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

  We are really sorry to hear this. If you would like us to look into your experiences please contact: complaints.onenorwichpractices@nhs.net

• Always happy to help

  5

  Submitted by Melanie Kershaw 27th March 2023

  I’ve used the walk-in Centre on a number of occasions in the past with my children. Every time I’ve been to the walk-in centre the staff have been kind, courteous and polite. The reception staff have always been honest with the waiting times. The doctors and nurses have always helped my children and have given solid advice to any health issues. I can’t thank them enough for the help they have given to me and my children in the past.

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

  Thank you for your lovely feedback, we are really happy to hear this!

• Surgery staff sent my letter to wrong address

  1

  Submitted by Anonymous 1st March 2023

  The title says it all. Nice to know my personal information is so well taken care of. A list of issues with this GP practice. Not conducive to my wellbeing. They make mistakes but are allowed to stick up for each other and play them down. It's the NHS. Nobody is allowed to criticise this institution without feeling ganged up on which is rife in this surgery. Posters about respecting staff but what about my respect to have my information treated with care? Diabolical. Just because staff say things in a tone that's acceptable, it doesn't make them right.

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

  Dear Patient We are so sorry to hear this. Please do contact the surgery directly so we can investigate this for you: complaints.onenorwichpractices@nhs.net Kind regards, Norwich Practices Health Centre.