Old Catton Medical Practice

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• My elderly Mum was again let down by incompetence

  1

  Submitted by Elizabeth Reynolds 6th August 2024

  My Mum’s blood test was cancelled this morning because the surgery had organised her to go to hospital to get a DVT appointment at 9.30am my Mum who is waiting for a knee replacement that the surgery haven’t been proactive in getting her ready for in regards of making sure she has the blood tests done et. They cancelled her blood test today that the surgeon wanted before he can proceed. The surgery sent my Mum up to the hospital and she cant walk hardly and is in pain. They havent helped her get a blue badge so she had to walk a long way. When she got to the appointment they said it wasnt today the surgery had told her wrong. She then walked back to the car and couldnt get out of the gate because the carpark ticket had just ran out she then tried to park again to go and pay more money because they wouldn’t let her out of the gate and she couldnt get a space to park. she called me in tears. She has been prescribed blood thinners by the doctor who hasn’t looked at her bloods to see that she is prone to bleeds nasally and has a low HB. I am scared that they are going to make a very bad decision and she is going to have a major bleed on the brain because of their incompetence because they have given her blood thinners without looking at her bloods and her notes. They were supposed to help her with a blue badge years ago and they havent done that either to help her.

  
  
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• Fast, efficient and caring personnel

  5

  Submitted by Anonymous 1st May 2024

  The practice staff triaged my husband’s case so that he was seen the same day. Dr O acted speedily to process my husband’s issue so that he was seen by the hospital within 36 hours. Brilliant!

  
  
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• Very caring

  5

  Submitted by Mavis Cartwright 31st January 2024

  I was very worried about my problems but was dealt with care and attention by all members of the staff

• Reply from Old Catton Medical Practice

  Thank you for taking the time to provide feedback about our services, this will of course be fed back to the whole practice team. Many thanks Christina

• No response

  2

  Submitted by Anonymous 13th December 2023

  Email sent with a query, passed to the ICB. No response. After several weeks another email sent to request an update. No response. After a week or two, called the surgery. Person unavailable as on another phone call. My number given. No response. After a week I called again. Same scenario as before! Still waiting for a response, Medication query, no assistance given. That's caring, isn't it?. Leave it to the reception team to take the flak although I personally haven't been abusive towards them.

• Reply from Old Catton Medical Practice

  Thank you for taking the time to provide feedback about the service you have received. I am very sorry that it has not been to our usual standard and apologise that you feel the communication you have received has been poor. I believe we have resolved the issues with the website's supplier and patients should be able to access many of the options out of normal working hours. We do limit availability to certain elements of this, as we would not want patients waiting for a prolonged period of time for a response to an urgent matter (a urinary tract infection for example), which could easily be dealt with by our colleagues in the out of hours services. As the post is anonymous I am not able to contact you directly, but if you do still require input or support please do not hesitate to contact me at the practice. Best wishes Christina | Assistant Practice Manager

• Reception staff disgraceful

  1

  Submitted by Anonymous 1st December 2023

  This is the second time I have had to complain about the unprofessional behaviour of the reception staff. The first was when they told me the results of a procedure that was wrong causing distress. Secondly they booked a relative in to see a specialist. It was a face to face appointment. They then told her it was a telephone appointment lying because they had overbooked.

  
  
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• Impossible to see a doctor

  1

  Submitted by Chris Trilsbach 30th November 2023

  Contacted the practice because my ear was painful. Saw a Nurse who did not diagnose my middle ear infection and it subsequently ruptured my eardrum.

  
  
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• Face to face GP visit

  5

  Submitted by Sue Hannant 15th October 2023

  I had a very good appointment 17/10/2023 with a female GP. Very nice, listened, examined the problem and prescribed appropriate medication. I hope she stays at the practice.

  
  
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• Covid and Flu Vaccinations

  5

  Submitted by Dorothy Bowen 25th September 2023

  Staff from OCMP visited Catton Court today to give vaccinations. This as usual was much appreciated, thank you for your care.

  
  
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• Friendly, caring service

  5

  Submitted by Dorothy Bowen 11th May 2023

  Thank you Terry and Christina for coming to Catton Court today to deliver the Covid Booster to those residents who are eligible and for going to the homes of those unable to get out. Your friendliness and cheerfulness were much appreciated.

  
  
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• Pathetic

  1

  Submitted by paul hicks 28th February 2023

  Tried to phone and I was number 1 in the queue but after 20mins of still being no 1 in the queue I angrily gave up and decided to message the surgery but again I was faced with a notice of surgery not taking messages as full I find this surgery very lacks on caring for there patients and everytime I go to the surgery it's empty and clearly there system doesn't work and all we get is excuses well its not on and I will take this much further because to me the problem is with reception and after talking to many other patients they have had the same problems,I don't expect you to follow this up as you all stick together,I was told by the hospital to contact my doctor ASAP but its impossible, a Dr quit the surgery because of the failings of certain ways the surgery is run its all got uncaring and pathetic

• Reply from Old Catton Medical Practice

  Good morning, Thank you for taking the time to provide this feedback, it is very disappointing to hear of your concerns about the surgery. I would welcome the opportunity to discuss these with you further, so that we can clarify any dates and times where you have experienced these difficulties and I can investigate them on your behalf. The role of the reception team is act as a conduit for information to be passed from patient to GP and vice versa, and to assist patients with navigation through the primary care system and the many different services available. Sadly, receptionists can become a target for stereotyping and negative perceptions, such as them being 'gatekeepers' and blocking access to clinicians. With this in mind, as mentioned above, if you are able to identify and specific incidents with relevant dates and times I would be able to investigate further and provide you with an explanation of the issues and how we are able to resolve them. Please do not hesitate to contact me if you experience any further problems or wish to discuss any existing concerns. Many thanks and kind regards Christina | Assistant Practice Manager