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 Anonymous29th 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 Parlar28th 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 Anonymous6th 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 Silva20th 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 staff23rd 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 Anonymous3rd 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.
Excellent treatment and patient care
5
Submitted by Anonymous23rd October 2021
I have recently needed the walk in centre for myself twice and my young daughter. I waited around 30-40 mins outside each time to be greeted. Then had my temperature checked before being checked in at reception. I was then seen promptly and in order of arrival. Each time, I was at the chemist with a prescription within 2 hours from first arriving at the walk in centre. I have seen different staff each time and the care has been the same standard. Covid protocol is strictly followed. Thank you very much for all you do, it is truly appreciated and you are a credit to the NHS.
I called NPHC reception and politely ask if I can book a blood test because I am concerned about my health. Lady informed me that I need to be referred by my GP. I asked if I can book appointment with my GP to get my blood test done. She told she can book me in but to get blood test done it need to be urgent. I then asked if the fact that I am concerned about my own health isn’t good enough. She replied ‘no’ and we said bye to each other. In my humble opinion that is unacceptable, she didn’t asked what are my health concerns and was simply useless.
Totally useless no compassion at you phone them up at 8am and you never get through till somtimes after 11am even if you do get through all appointments have gone at 8am which isn't right