Norwich Practices Health Centre and Walk-In Centre

Feedback

• Bad back

  1

  Submitted by Donna Whelan 17th February 2023

  Called though to surgery all week unable to get through, called 111 on Thursday night who stated that they would refer my husband to the gp, we also called the gp this morning at 8 am got through awaiting call back chased this at 15.45 pm to be told gp tried to call, we haven't had any call on mobile or land-line. Was told nothing could be done, my husband currently can't move and is hand and knew. Service absolutely disgusting, was told to take him to a nd e or walking in centre, can't actually get him in car

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

  We are so sorry to hear about this and would like to look into what has happened. Please do email us directly and of course let us know if your husband still requires help: complaints.onenorwichpractices@nhs.net

• Very Happy

  5

  Submitted by Collected by Healthwatch Norfolk Staff 9th February 2023

  I called my surgery about an infected cyst on my back and they told me they couldn't get me in until two weeks later. I knew I couldn't wait that long, but they wouldn't see me. So, I went to the walk-in centre instead. When I arrived they said the wait would be about 35 minutes and that is exactly how long I waited. The doctor took their time and looked at the cyst and then prescribed me antibiotics. It was easy to get to and I actually got to see someone. I was very happy with the service.

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

  It\'s great to hear that we could help you when your GP surgery was unable to see you. If you can, please show your support by completing the public survey - the link and supporting documents can be found on our website https://www.norwichwalkincentre.co.uk

• Saved my dad's life

  5

  Submitted by Alan Bycroft 3rd February 2023

  This place saved my dad's life in December. I live in Spain and come see my old man every now and then and he was complaining of back pain for a long time, his gp couldn't see him cos I think they closed a lot of hours in Xmas time in UK. My old man saw a gp in the walkgin centre in Norwich Dr Ricardo. staff were all feidnly and helpful, the Dr asked my old man some questions then felt about his stomach a bit and said there was a big vessel he was worried about. Dr called hospital and we went up there. Long story short got transferred to Papworth for some surgery, they said he was lucky cos the vessel was big but they put some cage thing around it and then my old man was discharged middle of jan. I'm back off to Spain in a couple weeks, stayed with my dad make sure he was fighting fit. This place saved his life. I saw they are thinking of closing it and I can't sit and let that happen, I did the survey thing, just wanted to make sure u guys know ure doing awesome life saving work. Don't know if my dad would be here if the centre wasn't open in Norwich.

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

  Amazing. So glad to hear we have made such a difference to your family and thank you for completing the survey in support of us.

• Raging tonsillitis

  5

  Submitted by Sarah Evans 26th January 2023

  Unable to get GP appointment. Walk in centre were welcoming and friendly and efficient. Seen quickly and health professional gave treatment and advice. It’s invaluable. It needs to be protected.

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

  Thank you for your five-star review and we are glad we were able to help you. Have your say on the future of the Walk-in Centre by following the link on our website. Kind regards, from the team.

• Seen quickly and very thorough

  5

  Submitted by Lucy 20th November 2022

  From a 111 call to a doctors appointment within a few hours for my very young daughter I couldn’t be happier with the quality of service and care.

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

  Thank you so much for your great review and we are really pleased we were able to help you.

• Incorrect antibiotics

  1

  Submitted by Anonymous 10th November 2022

  Requested extra nitrofuroin antibiotics and was prescribed pivmecillinam which contained penicillin. If they had referred to my notes the would have seen my allergy to penicillin. Had I taken these it could have had very bad effects

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

  Dear Patient, we are very sorry to hear this. If you would like us to look into your experience further, please email your details including the date and time of your visit to: complaints.onenorwichpractices@nhs.net

• Great clinicians and admin staff

  4

  Submitted by James Noble 6th November 2022

  I’m lucky enough to have only needed to go to a doctor a handful of times in my life. I had a wound infection which got worse over the weekend. I had been trying to get a gp appointment where I’m registered in the week but couldn’t get one. If the walk in centre wasn’t available , I expect things would have got rapidly worse . It was very busy but I was still seen within an hour or so. Staff were helpful and friendly despite having to deal with some demanding and unpleasant patients. The GP I saw was very professional, gave me some useful advice and I was on my way within 5-10 mins. Amazing. However , I don’t think patients should have to queue up outside, explain their problem is to the nurse and security guard on the door, and then walk to the reception desk and have to shout around the Perspex screen to the admin staff what was wrong with me while they were clerking me in. I’m a typical bloke, if I had something I was a bit embarrassed or unsure of wrong with me, I’d probably just have left it and walked out . ?lack of privacy

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

  Thank you for your kind words and we are really glad we were able to help you. Your thoughts with regards to privacy have been passed to the senior management team for their consideration and appropriate action. Warm wishes from the Team.

• Excellent Doctor

  5

  Submitted by Rachael 14th September 2022

  I came in to see DR Grant who was extremely thorough and spent time explaining and drawing diagrams showing the problems I have been experiencing and went through the results of my MRI in great detail. She was fantastic. Thank you!

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

  Thank you so much for your feedback. I believe Dr Grant was working for the Out of Hours at the time of your visit so I shall pass on your lovely feedback to IC24.

• On-call DR @ walk-in centre prescription mess

  3

  Submitted by Anonymous 2nd September 2022

  Bank holiday Monday I needed an urgent prescription for a water infection. I called 111 who arranged for a call back for me from the on-call doctor at Norwich Walk-In Centre. All fine, good, great. The doctor prescribed me what I needed and asked where I would like to collect from. "I could collect from the Boots at Longwater retail park." "Okay, I will send there although I'm not sure it's open." "Wait! Then don't send there. What about the pharmacy inside the Sainsburys on William Frost way?" "I can send it there, although I'm not sure if it's open." This went on for ages. Either the on-call doctors (Who must receive the most calls on a weekend or bank holiday) don't have a list of bank holiday closures and opening times, or this doctor wasn't aware. I listed lots of pharmacies. I googled pharmacies for the doctor. She clearly had no idea what services were open on the bank holiday. On future bank holidays I think the doctors should have the list of the pharmacy opening times for Bank Holidays in front of them when prescribing medicines.

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

  Dear patient We are so sorry to hear that the doctor you saw on Bank Holiday Monday 29th August 2022 was unable to advise you which pharmacies were open at the time. We have looked into your experience as we are confident the Walk In Centre is well prepared for this eventuality and had lists of which pharmacies were open over the Bank Holiday, both in reception and in all consulting rooms. From what you have described, we believe you may have consulted with the Out Of Hours service (IC24) rather than the Walk In Service. It is not procedure for 111 to arrange a call back from us as the Walk In Centre is self-referral only. In addition, an audit trail shows that our only female doctor on duty on the Bank Holiday Monday did not prescribe medication for either of the telephone consultations she conducted in clinic that day. Please be assured it is not uncommon for patients to sometimes confuse the Out Of Hours service with the Walk In Centre as both services operate from the same building. We hope you were able to obtain your medication in spite of the set back and you are now feeling much better. Kind regards The team at One Norwich Practices

• Worst practise ever. Can't give 0 star.

  1

  Submitted by Anonymous 29th May 2022

  Careless receptionists and incompetent doctors that do more harm that use.

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

  Dear patient We are very sorry to hear you have not have a good experience with us. If you would like us to look into this for you please email us the details: complaints.onenorwichpractices@nhs.net Kind regards Norwich Practices Health Centre