Old Catton Medical Practice

Feedback

• 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

• Receptionist

  5

  Submitted by Martyn Turner 6th February 2023

  I had a small issue with my wife’s prescription, I spoke to Christina last week about changing our Chemist to Old Catton pharmacy. The pharmacy arranged for our meds to be sent there. Unfortunately we had some crossed wires, but Kelly again along with Christina came to the rescue, thanks again ladies for a brilliant service

• Reply from Old Catton Medical Practice

  Thank you so much for taking the time to provide your views on the service you have received at the Practice and for identifying individuals who we can give the recognition they deserve! As always, if you ever experience any difficulty please do contact us and we will do our upmost to help. Many thanks and best wishes Christina | Assistant Practice Manager

• i lost faith in this practice years ago

  1

  Submitted by john mortimer 6th December 2022

  there have been occasions where i can remember being ignored when i have needed to see a doctor...most rescent is i had the phone put down on me when i was in a lot of pain being told it was my mental health it turned out to be kidney failure and i had procedure to stent kidneys,,,most rescent was being marched out of the doctors when i started to tell him i didnt feel well at all ,i had a heart attack and stented in a hospital procedure about 5 years ago and have heart desease and angina since ,,so really needed to see someone 6mths ago and he ignored me.....i left and have since by chance spoken on the phone to a new doctor who had phoned me about medication i used to take .....but dont any more ,anyway i managed to tell him how i was feeling and he had me down the surgery in no time,,,i have a heart procedure on wed 7th at NNUH thanks to him actualy listening ,,,i have been in pain for a long time ,... i saw the new doctor by sheer luck i had lost all faith in this surgery ,,,i do suffer with mental health and what a kick in the teeth it is when no one wants to listen to your general health concerns ,,,the nurses are brilliant when i have blood tests at the hospitals request ,,the reception is hard to convince of a problem and usualy tell me someone will ring me then i hear nothing,sometimes i end up at the hospital ,i dont feel i have a doctor there who knows anything about me,no doubt this will be swept under the carpet

• Reply from Old Catton Medical Practice

  Dear Mr Mortimer, Thank you for taking the time to speak to me about your concerns. I hope I have been able to reassure you in offering different pathways to contact us with named members of staff to speak to. We appreciate that sometimes the systems we use don't work for everyone's lifestyle and conditions, and where this is evident try to put mechanisms in place to make your communication with us easier. Again, if you would like to speak to anyone directly please contact the practice and ask to speak to Christina or Lottie. Thank you again for your time and I apologise for the challenges you have felt when trying to access care. Best wishes Christina | Assistant Practice Manager

• Sometimes I am out before my appointment time

  5

  Submitted by collected by Healthwatch Norfolk staff 18th August 2022

  If I've had an treatment (I've had a couple of ECGs) there has been no problem - smooth and on time. Sometimes I'm out before my appointment time. My doctor would take all the time he needed and I'd feel better just for seeing him. The reception team are all good, no problems and all the nurses are good. I personally think surgeries should be larger and do more treatments such as offer x-rays and mini clinics to take the pressure off hospitals.

• Reply from Old Catton Medical Practice

  Good afternoon, Thank you for taking the time to provide feedback via Healthwatch Norfolk. Its really good to hear that you have had a good experience with many different aspects of the care you\'ve had provided from the Practice and we will feed this back to the whole practice team. In recent times we have welcomed a much more varied range of Health Care Professionals in to the Practice and have seen the benefit it has brought to patients. The range of professionals currently includes: - 2 x First Contact Practitioners (Physiotherapists) - 2 x Mental Health Nurses - A physician associate - An urgent care practitioner - A social prescriber - A pharmacist - Pharmacy technicians We hope this range will continue to expand and we can see even greater benefit. Thank you again and best wishes Christina | Assistant Practice Manager

• Reception are polite and friendly

  5

  Submitted by collected by Healthwatch Norfolk staff 18th August 2022

  I think they're pretty good. A few years ago they were awful, but they are much better now - reception are polite and friendly and the healthcare assistant is always friendly and you can have a joke.

• Reply from Old Catton Medical Practice

  Thank you for providing feedback via Healthwatch Norfolk and for recognising the improvements we have tried to implement in the service offered, particularly over the past few years. Our HCA\'s are very caring and laughter is definitely a medicine which encourage! If you have any further feedback to give please do not hesitate to contact us. Many thanks & best wishes Christina | Assistant Practice Manager

• I've always been here

  4

  Submitted by collected by Healthwatch Norfolk staff 18th August 2022

  It is very different now to what it was - which is fine with me. There is a slightly longer wait but not too long - I've always been here, I've seen changes here and now it is great.

• Reply from Old Catton Medical Practice

  Thank you for taking the time to provide your feedback via Healthwatch Norfolk. Your lovely comments will be shared with the whole Practice team. We welcome all feedback and if there is anything you think we can improve or if you have any further comments to make, please do get in touch. Many thanks and best wishes Christina | Assistant Practice Manager

• I'm happy with the service

  5

  Submitted by collected by Healthwatch Norfolk staff 18th August 2022

  When I speak to others I know this surgery is pretty good. When I come in there are only 4 or 5 people here which is a good sign. Normally if I have an appointment they're on time or only 5/10 minutes late. I'm happy with the service - people in reception are keen to help.

• Reply from Old Catton Medical Practice

  Good morning, Thank you for taking the time to provide feedback about the service you have received, via Healthwatch Norfolk. Its great to hear that your experience has been positive and you find the reception team helpful, also that you never have to wait too long for your appointments. Sometimes we do have delays, which we are aware can be frustrating, particularly if you need to be somewhere else, however when this does happen if can be because we have been dealing with an emergency or possibly the patient before needed a little extra time. Best wishes and thank you again Christina | Assistant Practice Manager

• Been a patient for 50 years - no complaints

  5

  Submitted by collected by Healthwatch Norfolk staff 18th August 2022

  I think they are always available to see. I have been a patient here for 50 years so I know them well, they're very good I have no complaints.

• Reply from Old Catton Medical Practice

  Good afternoon, Thank you for taking the time to provide such lovely feedback via Healthwatch Norfolk. Any feedback we receive is appreciated and shared within the team to see if there are changes or improvements we need to make, but its also great to be able share kind words and positive experiences. Many thanks & best wishes Christina | Assistant Practice Manager

• The triage system is flawed

  4

  Submitted by Collected by Healthwatch Norfolk staff 16th August 2022

  The triage system is flawed as people can slip through the net. The people here are nice and the doctors are good, it's the NHS system that is the problem.

• Reply from Old Catton Medical Practice

  Good morning, Thank you for taking the time to provide feedback via Healthwatch Norfolk. We are sorry to hear that you feel the triage system is flawed, but would be very interested to hear your thoughts and views on this to see if there are any improvements we can make or if there is any further information we can provide you with to give you reassurance. We will of course share your lovely comments with everyone in the practice with regards to the staff and doctors. Many thanks & best wishes Christina | Assistant Practice Manager

• It has improved

  4

  Submitted by Collected by Healthwatch Norfolk staff 16th August 2022

  In the past it has been short of doctors but that has improved. I find the staff are all good. It would be nice to know my personal doctor though. It may just be me but I don't think it's right that receptionist ask so many personal questions.

• Reply from Old Catton Medical Practice

  Good morning, Thank you for taking the time to provide feedback via Healthwatch Norfolk. Its great to hear that you feel there have been improvements with GP capacity. We are looking forward increasing our capacity further in the coming month with the addition of another GP as well as supporting clinical staff. With regards to the receptionists taking information from you, this is at the request of the GP\'s. This enables the GP to direct you to the most appropriate person for your need. All information given is confidential and only shared with those directly involved in provided your care. If you would like to discuss this further, or any other concerns, please do not hesitate to get in touch. Many thanks and best wishes Christina | Assistant Practice Manager