My mum was sent an annual review letter, which it state go on line. As my mum doesn’t have internet I have tried for her, as ti ring is a waste of time. Only to see no option to fill form out. What a rubbish service.
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
website not operational for working people
1
Submitted by Anonymous11th November 2021
I am often only able to communicate on the website once I have finished work, or before I start. But the website is only open for communication during restricted hours, which means that people who have to commute to work and no option to stop their work to go online or who are not anywhere near their computer, cannot ever place a request to a doctor. this is not a fair system. Why should it not be possible to state your request to see a doctor/ to obtain medication after hours, so that the request can be picked up on the next day by the surgery? This applies to Oakstreet Medical Surgery Oak STreet Norwich. NOTE: this is not a criticism of the staff but of the system and regulations imposed on them.
Prescription requests are not dealt with and consequently have run out of medicine. Communication using the messaging service varies between none, slow and haphazard. The alternative of the telephone seems designed to dissuade one from using it and steers you towards the web site which lacks clarity and could use restructuring utilising a "plain English" menu.
The whole service seems to be an exercise in obfuscation and avoidance.
rang surgery at 12.40 for update finally answered 50 minutes later.
In severe gout pain unable to walk to be offered phone call a day late or to go to local walk in centre. Given one of my medical conditions is diabetes foot cars is important.
Requested to speak to practice manager who was unavailable.
Two and half minutes on telephone non stop information about COVID etc.,etc., and then nothing unable to make appointment or speak to someone. Then tried online to book ear wash, a tick box indicated that this was available at surgery but not so. Had reply indicating that a referral could be made elsewhere. Reply said that if this was acceptable to let her know, the system had a no reply email. So how am I supposed to accept ? Another long useless wait on the phone, The surgery seems to have made it almost impossible to talk to a person. Very frustrating
After being discharged from hospital clinic with instructions that I must have wound dressed every week the first appointment available with the nurse is 19th July! Was told to go to walk in centre. What rubbish service, that’s not what the walk in centre is for. The hospital has now said they’ll continue with dressings until the practice can do it but that takes up valuable hospital time
I am a patient here with multiple complex health needs and I feel that the service Oak street provides at present is sadly not fit for purpose. I have not been able to speak ( in person or over the phone ) to my own Gp over the last year, to discuss my ongoing medical issues. There has been no continuity of care, and as such when I have needed help I have been given a telephone appointment with a locum Dr who you then have to explain all your prior medical history to. Doctors seem to have sadly disappeared from the practice. We need our Doctors now more than ever. Patient care does not seem to be the priority now. Indeed I was told I would receive a call back appointment from their locum Dr last month. I waited next to my phone all afternoon and never got a call back to speak to this Dr. I then checked my email later & saw a very brief response stating I had been referred for a scan and should wait for an appointment in the post. It would have been very reassuring to be able to actually speak to this locum Dr and discuss my concerns and ask a couple of questions. It seems very inhuman to communicate to patients in this way. It may be quicker for Doctors to work like this now but it most certainly is not satisfactory from a patient’s perspective. I do feel strongly that GPs must now open their doors again, and show their patients that they really do care about them still. Patients will not accept being locked outside of surgery’s any longer. I can go into any shop now and see people face to face with the relevant precautions; it’s now time for our GPs to stop hiding away.
We recently put in a complaint about the awful service from the surgery and specifically the prescriptions team not doing their jobs, and despite this, they are still messing us about.
It's also ridiculous that we cannot submit a feedback form directly to you when you're closed. It takes you to the 111 page.
Sort your staff out! This is ridiculous. We are without our medication for the weekend now due to the sheer apathy of Oak Street's administrative staff.
Went to order inhaler, it said I need medication review, only found out when I went to order my next lnhaler.it's Friday practice is closed,can't do medication review online,now will have to wait till Tuesday with only 8 days left on my inhaler.before you could send the practice as message or fill out forms,then they would reply when the practice is open,but now you can't do anything unless the practice is open.I just hope they do the review and get my inhaler with in 7 days,not hopefull.
Reply from Oak Street Medical Practice
Dear Mark,
Thank you for your feedback where you shared with us your thoughts and concerns regarding your recent experience at using the Practice\'s online facility. We are always interested in receiving feedback from patients as we seek to learn lessons with the aim of improving future service.
We are unsure if you have already submitted your request for a medication review or repeat prescription as we do not have your full details. Please be assured that if you submit your request today, Tuesday 4 May 2021, via our Website, it will be dealt with in good time before your current inhaler expires.
Once again, we are sorry to have learned of your experiences and we are grateful to you for having brought these matters to our attention.
Kind regards
Just trying to make an appointment
1
Submitted by Simeon Jackson21st March 2021
I want to make an appointment online, but since it's outside of opening hours, all the webforms lead me to a page where it says I should call 111. I don't want to do that - it's not an emergency, I just want to book an appointment, and I'm sure in the past I've just filled in the form and they've got back to me when they're open. I think if I can't even send an ordinary enquiry outside of opening hours, I need to change practice, because this practice just isn't serving my needs at all.