Norwich Practices Health Centre and Walk-In Centre

Feedback

• 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

• Great help at a challenging time.

  5

  Submitted by M Parlar 28th May 2022

  I am recovering from recent back surgery and in a lot of pain. On top of this I developed a UTI which was pretty much the last straw. I rang the surgery and was listened to by someone sympathetic and who asked exactly the right questions. I was promised a call back from the duty doctor. I got that call and the doctor had been fully prepared by the receptionist and had read my notes. Again kind sympathy and the right questions. A prescription was sent immediately to my local pharmacist and has just been collected for me by a friend. I couldn't ask for better or more efficient service.

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

  Dear patient Thank you so much for your kind words and we are really pleased we were able to provide you with our service. Kind regards Norwich Practices Health Centre

• disappointing experience with getting mypills

  1

  Submitted by Anonymous 6th May 2022

  Every time I need my medication renewed they make me anxious and stressed, never pick up my calls, don't remember when I had my last blood test either! glad I'm leaving from that area

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

  Dear patient We are sorry to hear you are experiencing problems obtaining your prescription. If you are still in the area and would like us to look into this for you please contact: complaints.onenorwichpractices@nhs.net Kind regards Norwich Practices Health Centre

• Missing again my medication.

  1

  Submitted by Ana Silva 20th April 2022

  Every time I need my medication renewed they ignore my request. I need Sertraline to treat «what they have diagnosed as fybromialgia«. They were the ones that insisted on starting me on it long time ago, and they leave me many times without it causing me really undesirable side effects from suddenly withdraw from a medication that causes some additive effects. When I stop sertraline all the sudden because of lack of medication I suffer from insomnias and extreme fatigue, irritability, memory problems and a lot of physical pain. This has a great impact in my daily routine and in my work! YES, I work!!! Patients should be treated with respect and those health professionals that have this type of work ethics should be accountable for the misery they cause to some patients lives. I had a Pharmacist telling me they would not understand why some doctors were prescribing me a certain medication. After not listening anything that I was saying hanged up the phone because I did not say « yes« or « no to their question the way they did while they were distorting the conversation in order to justify the fact that he left me without medication and is causing me a lot of grief. Soon after I also had to hear from someone in the reception telling me that « the pharmacist precedes what a specialist recommended and what the G. P thinks is right: «IF THEY FEEL LIKE«. Pharmacists are the ones that decide if you need it or not!

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

  Dear Patient We are sorry you are experiencing problems obtaining your medication. If you would like to email your details to us we can look into this for you and hopefully resolve the issue: complaints.onenorwichpractices@nhs.net Kind regards, Norwich Practices Health Centre

• Messed up my medication

  2

  Submitted by Feedback collected by Healthwatch Norfolk staff 23rd March 2022

  I need a B12 injection every 13 weeks, I have moved to Rouen Road in the last 6 months and they never called me for an appointment so I had to chase them, in the end I was 3 weeks late for my appointment which left me feeling very lethargic due to my condition.

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

  Dear Patient We are sorry to hear about your experience and wonder if there may have been some sort of misunderstanding here? If you would like to contact us with your details we can look into what happened: complaints.onenorwichpractices@nhs.net Kind regards, Norwich Practices Health Centre.

• Helpful and kind doctor

  5

  Submitted by Anonymous 3rd November 2021

  So I had a slightly embarrassing problem and saw Dr S Derby. GPs get a lot of bad press at the moment but this guy was excellent. I was confident I was being listened to, he was non-judgemental, unhurried, acknowledged the problems of referrals and worked out a plan with me. Oh, and on time!

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

  Thank you for your kind feedback, we will pass it on to Dr Derby. We are glad you received such good service on this occasion.