Old Mill Surgery

Feedback

• When you can get in, it\'s Good

  3

  Submitted by Collected by a Healthwatch Norfolk member of staff 16th November 2022

  When you can get in the attention you get is very good from all staff, but you can struggle to get in, they almost feel defensive when you phone, almost like why are you bothering us. I think the 8am lottery of will you get an appointment or not is flawed. There is just no way of booking anything in advance.

• Reply from Old Mill Surgery

  We appreciate you taking the time to comment about the Practice and our team. We are constantly looking at ways to improve the patient journey during these challenging times and note your feedback. Thank you.

• We do well here

  4

  Submitted by collected by Healthwatch Norfolk staff 14th November 2022

  I think they are generally ok. Some days they are a 5 star but today I would say 4. You ring at 8am and nine times out of ten they say we will ring you back. It is usually a paramedic that rings back and they are generally ok. If you want to see a Dr you have to make an appointment 2-3 weeks ahead which I think is unacceptable so I ride it out and don't bother. But when you hear feedback from others we do well here.

• Reply from Old Mill Surgery

  We appreciate you taking the time to comment about the Practice and our team. We are constantly looking at ways to improve the patient journey during these challenging times and note your feedback. Thank you.

• On the whole we are very lucky

  4

  Submitted by collected by Healthwatch Norfolk staff 14th November 2022

  I think on the whole we are very lucky. It does depend on who is on the end of the phone, sometimes they can be a bit sharp. But usually they are all just wonderful, they move heaven and earth. I was 5 minutes late today but the nurse was so lovely.

• Reply from Old Mill Surgery

  We appreciate you taking the time to comment about the Practice and our team. I will pass on your positive comments to the team. Thank you.

• Care is all good here

  3

  Submitted by collected by Healthwatch Norfolk staff 14th November 2022

  I think it is good here, the care is all good here, reception are very good, they're all lovely. I just had a bit of trouble getting my medicine today it was all a bit strange - something was wrong with the system but she was very very understanding which was nice.

• Reply from Old Mill Surgery

  We appreciate you taking the time to comment about the Practice and our team. We are constantly looking at ways to improve the patient journey during these challenging times and note your feedback. If you would like to contact the Practice Manager with details of the difficulties, you encountered we will investigate what happened to look to avoid future occurrences. Thank you.

• Care is good here

  4

  Submitted by collected by Healthwatch Norfolk staff 14th November 2022

  I think they're fine, the care is good here from all the Drs and nurses. If I could say anything it would be I wish they would come to reception when we stand there they don't come out from behind the glass.

• Reply from Old Mill Surgery

  We appreciate you taking the time to comment about the Practice and our team. We are constantly looking at ways to improve the patient journey during these challenging times and note your feedback. Thank you.

• Reception are very efficient

  5

  Submitted by collected by Healthwatch Norfolk staff 14th November 2022

  When I have tried to make an appointment they are very efficient, reception that is. The nurses and Drs are very good, I have been here six times in the last few weeks, that is a lot! The only thing I can't understand is what are the Drs doing today? They are not doing house calls are they?

• Reply from Old Mill Surgery

  We appreciate you taking the time to comment about the Practice and our team. Thank you.

• I feel cared for

  5

  Submitted by collected by Healthwatch Norfolk staff 14th November 2022

  I think they are fine, reception are quite good. I mostly use Hempnall but am here today. I feel cared for, I don't bother them much.

• Reply from Old Mill Surgery

  We appreciate you taking the time to comment about the Practice and our team. Thank you.

• Once you are in it is fine

  4

  Submitted by collected by Healthwatch Norfolk staff 14th November 2022

  I don't come here very often, if I had one criticism it would be that the dispensary is slow. I have been in and seen by a nurse for a blood test and come out and I am back in the same place in the queue for dispensary. I also find phone conversations personally difficult. I am not in the same head place as when I have a face to face appointment. Trying to get in here is hard but once in it is fine. Overall we are very fortunate to have the NHS.

• Reply from Old Mill Surgery

  We appreciate you taking the time to comment about the Practice and our team. We are constantly looking at ways to improve the patient journey during these challenging times and note your feedback. Thank you.

• Drs great, other staff not...

  3

  Submitted by Anonymous 6th October 2022

  Receptionists and dispensers very snotty and unhelpful.

• Reply from Old Mill Surgery

  We appreciate you taking the time to comment about the Practice and our team. We are constantly looking at ways to improve the patient journey during these challenging times and note your feedback. Thank you.

• They go the extra mile

  5

  Submitted by Collected by Healthwatch Norfolk staff 29th June 2022

  I cannot fault them at all, they are just really good. They are really helpful and kind. They were amazing when my mum passed away and were helpful for me as well as mum.

• Reply from Old Mill Surgery

  Thank you for your positive comments, they really do make a difference to the team.