Usually I have had an alright experience however at the beginning of July I was scheduled for an appointment at 2:00pm for mental health reasons. I arrived at about 1:56pm and waited with my partner and 3 others waiting to go into their own appointments. As the practice closed for lunch until 2:00pm I had expected to go in on time for my appointment. This was not the case. The other people and I were constantly ringing the bell to be let in but no one answered. The reception desk which can be just seen from the door had no one there and we were only finally let in at about 2:08. I was let in and signed in. I was then called for my appointment at 2:10 and the doctor who I was meant to see told my partner and I “because you guys were late we are now going to have to rush this appointment”. My partner and I were confused and my partner told him that actually we had been waiting outside and no one had let us in so we were actually on time. Because of the nature of the appointment I felt he should have been somewhat sensitive and kind mannered. However he was aggressive while talking, came off as slightly judgemental and the appointment lasted around 2/3 minutes. He had made some triggering hand movements and talked about some things that came across like he tried to suggest I was in a horrible relationship with my partner. He had talked to me for barely enough time to make a conclusion and it felt like he hadn’t fully read his notes. He then told me he wasn’t going to prescribe medication and I should just speak to someone instead. This really annoyed me and I left the appointment feeling sad, angry, embarrassed and upset. I have a discomfort around doctors as it is and this has made it worse for me. Which is just great as I have more doctors appointments that have been made for me in the upcoming weeks (idk why yet).
Reply from Oak Street Medical Practice
Dear Patient,
I am very sorry to hear of your experience at the practice. I would like to investigate your complaint further for you. I understand that you do not want to give personal details on this space. Please contact the practice manager, Mrs Elaine Howell, in writing and we will deal with your complaint in strictest confidence.
Yours sincerely,
Dr Christopher C Dent
Always call me back
4
Submitted by Collected at Healthwatch Norfolk event25th April 2022
They always call me back when they say they will. I can usually see someone when I need to.
Reply from Oak Street Medical Practice
Dear Patient,
Thank you for your comments regarding the practice. I am pleased that you have found the service provided to your satisfaction.
Regards.
Dr C C Dent
Delay in seeing a nurse/lack of op follow up
1
Submitted by Anonymous22nd April 2022
Had to wait 8 days to see a nurse and then given prescriptions for 15g hydrocortisone cream - paid the prescription charge of £9.35 for which is a tiny tube that is charged £3.40 over the counter! No knowledge of my hospital visit for gallbladder removal.
Reply from Oak Street Medical Practice
Dear Patient,
Oak Street Medical Practice is very sorry to hear that you are dissatisfied with the service you have received from the practice.
It is unusual for a pharmacy not to advise patients when a medication can be bought over the counter for less than the prescription fee. The pharmacy can sell the medication using the cheapest option for the patient. Often pharmacists can advise patients regarding treatments like this, without the patient having to wait to see some-one at their surgery. I hope this information is useful to you in the future.
Regards,
Dr C C Dent
It's fine
4
Submitted by Anonymous19th April 2022
No issues with the surgery however a bit annoying they seem to be the only surgery in Norwich with doors still locked. Never really bother the drs but come for regular blood tests and Natalie and Lauren always look after me. They are angels in a time like this and i have never seen them without a smile.
Reply from Oak Street Medical Practice
Dear patient,
Thank you for your kind comments regarding our staff members. Receiving acknowledgement is always good for morale and I will pass on this message to them.
Although the doors are locked, this is simply to reduce risks of infection to our patients and staff by controlling patient flow though our building. The practice is open as usual and simply ringing the intercom at the door will bring a response from a staff member. In fact there are other practices in the city who still have the doors locked for this same reason.
Regards,
OSMP
getting worse, dont care for the public
1
Submitted by Anonymous11th March 2022
surgery seem to have got worse, doctors have left, have to wait a week or so just for phone call, dont see to care about patients, best doctors left, ive been suffering so much and they just dont seem to want to sort my issues out
Reply from Oak Street Medical Practice
Dear Patient,
Oak Street Medical Practice is very sorry to hear that you are dissatisfied with the service you have received from the practice. We would be very happy to address your concerns with you personally. Please complete a form on the practice website using the \"Suggestions, Comments and Complaints\" tab and we will respond.
Yours sincerely,
Oak Street Medical Practice
consultation with anne
3
Submitted by charles mccluskey16th February 2022
this lady is a gem! she is attentive and receptive to my needs as a patient I cannot praise her highly enough. the surgery can do with a few more members of caregivers like her
Reply from Oak Street Medical Practice
Dear Mr McCluskey,
Thank you for your very kind and supportive comments. I have passed these on to Annie. When we receive such feedback, it is a source of great encouragement for all our very hard working team, who are doing their very best for patients under such difficult circumstances.
Yours sincerely,
Dr C C Dent
wrong information
1
Submitted by Carole Pope21st January 2022
surgery phoned at 2.56 said my prescription was Now being sent (emphasis on the now to my local chemist went to the chemist at 3.45 had to get in the car to go and get quess what NOT THERE how easy is it to press a button not for some people it seems ,
Reply from Oak Street Medical Practice
Dear Mrs Pope,
Thank you for your feedback. I understand that our practice manager has contacted you by telephone to discuss your concerns. I hope this has resolved the issues you have raised.
Yours sincerely,
Dr C C Dent
sent an annual review letter,
1
Submitted by Carole Pope13th January 2022
sent an annual review letter, filled in the form on line said you would get back to me when will that be 2023 perhaps
Reply from Oak Street Medical Practice
Dear Mrs Pope,
Thank you for your comment regarding your Annual Review. I understand that this was processed in good time, and you have received notification of your appointment in line with practice procedures.
Yours sincerely,
Dr C C Dent
not good
2
Submitted by Anonymous9th January 2022
tryed to contacted online for a continued perscripion as told would be easier for every one.
so tryed it but as usaual, no good for people who work, cannot request a contiued perscipion as pratice is closed
all it say's is phone 111 or visit pharmacy or go to walk in centre.
Reply from Oak Street Medical Practice
Dear Patient,
Oak Street Medical Practice is very sorry to hear that you are dissatisfied with the service you have received from the practice. We would be very happy to address your concerns with you personally. Please complete a form on the practice website using the \"Suggestions, Comments and Complaints\" tab and we will respond.
Yours sincerely,
Oak Street Medical Practice
why can't patients use website after work?
1
Submitted by Anonymous2nd December 2021
The website is inoperative l after 6pm. this means working people cannot use it. The reason given [one's query can't be dealt with until the next day] does not make sense. It would be ready for someone to read once the surgery opens the next day - so what is the problem here? This policy of closing down the website is unfair to people who are not able to use it during surgery times.
Reply from Oak Street Medical Practice
Dear Patient,
Oak Street Medical Practice is very sorry to hear that you are dissatisfied with the service you have received from the practice. We would be very happy to address your concerns with you personally. Please complete a form on the practice website using the \"Suggestions, Comments and Complaints\" tab and we will respond.
Yours sincerely,
Oak Street Medical Practice