Submitted by Collected at Healthwatch Norfolk event25th January 2022
Really happy with our GP. They've been very good with the kids. The paramedic there is good too.
Reply from Old Mill Surgery
We appreciate you taking the time to make positive comments about the Practice and its staff.
Thank you.
If you have a problem they are very good
4
Submitted by Collected at Healthwatch Norfolk event25th January 2022
Very good! I phoned up, saw them that afternoon and had a scan the next week. I appreciated the speed of it. I've always found if you had a big problem they're very good.
Reply from Old Mill Surgery
We really appreciate your positive comments - Thank you
Quick to refer me to hospital
5
Submitted by Collected at Healthwatch Norfolk event25th January 2022
I went to the doctors for gout in my knee, got an appointment the same day and they referred me to the hospital and went to the hospital the next week. I was very pleased with how quick it was.
Reply from Old Mill Surgery
Thank you for your welcome comments. Our team always appreciate positive remarks.
Always treated me alright
5
Submitted by Collected at Healthwatch Norfolk event25th January 2022
I just go up and see who ever is about. You haven't been able to do that recently and I don't go often but they always treated me alright when I've been there.
Reply from Old Mill Surgery
Thank you for your kind and thoughtful remarks - they are appreciated.
Brilliant doctors shame about reception
2
Submitted by Anonymous15th September 2021
The doctors here are amazing especially Dr Thomas, but I can't say I've ever had a good experience with reception. They do not care about patient confidentiality at all, it makes me wary staying here. Firstly, after an appointment, i went to reception to ask for my urine results, the lady at reception didn't even try and tell me these quietly, the whole place heard my results (including patients waiting for their appointment) I was so embarrassed. Secondly, asking for a sick note, Firstly the sick note taking near enough 10 days to send to me (this is on reception as the Dr had cleared and signed it straight away) and Secondly, despite it being on my notes that I can't collect due to anxiety, they demanded I picked it up, they ignored my notes regarding this. Its been emailed to me for the last year and not regarding covid but regarding my mental health.. I then made a comment on Facebook regarding the surgery, and they decided to use my name on Facebook, look up my details from the surgery and call me regarding a Facebook comment? I didn't feel comfortable with the surgery doing this.. how easy it was for reception to look into my health record. The call was awful, it was basically a receptionist having a go at me for my comment? I didn't say anything bad so I was shocked. She was full of attitude and I wasn't sure what the point of the call was, despite me telling her I didn't feel comfortable and she was making me anxious, she carried on snapping at me (I also ignored ignored the call several times as I cant speak on the phone, but answered after as I assumed it was important by the consistency). My mum called as I can't speak on the phone, spoke to the practice manager, and was utterly shocked that it was his idea! Extremely unprofessional and a complete breach of patient confidentiality. As I said, brilliant doctors.. but please sort the rest out. You're suppose to feel comfortable contacting your surgery and raising concerns but they have nothing but attitude.
Reply from Old Mill Surgery
Whilst we respect your right to comment as you see fit. In this instance we feel the factual content and the background to events reported is neither accurate or correct.
Fantastic
5
Submitted by Anonymous10th August 2021
A really fantastic surgery and the best I have ever been registered under. Thank you so much!
Reply from Old Mill Surgery
Thank you for the glowing comments our team will take heart from praise such as this.
The Receptionist barrier is an obstruction
3
Submitted by Anonymous8th April 2021
Speaking on behalf of a partner who has recently had life changing surgery; one feels somewhat left to fend for oneself by the GP practice. The current phone selection process and reception service leave few options open to the patient, other than hospitalisation when you deem your own condition to be life threatening. A telephone conversation with the GP, is rarely available and not always beneficial, being sometimes inefficient at conveying the relevant information. Under circumstances where the patient has undergone major surgery, even in the current pandemic, there needs to be a support structure that allows vulnerable cases to be flagged up at Reception stage for the GP's immediate attention.
Reply from Old Mill Surgery
Dear Patient
If at any point a patient feels that they have a life threatening condition then the appropriate action would be to call 999 and seek immediate help. Should a patient feel that their clinical need is necessary for a same day appointment then one of the clinical team would triage the request and make the necessary consultation whether by telephone call or a face to face appointment. Indeed a call could lead to a follow up consultation in the surgery. We have access to help from the Practice via an online platform. If you access the Practice website go into the Consulting Room and click the link \'Get Help from the Practice\' than you can fill a form detailing the problem and one of our clinical team will review this and determine the method of consultation.
I hope this information is of some help.
Kind regards
Repeat prescriptions are a difficulty!
3
Submitted by Anonymous22nd March 2021
Unlike most on here, I cannot fault the reception/pharmacy/nusrses/doctors or paramedics for making me feel welcome and being perfectly friendly. Having said that, I have only had to go for one appointment with a GP so I can't comment on how difficult it is to get one (appt).
I do however go every couple of months or so for prescriptions and the amount of times I've been prescribed the wrong dose and/or quantity is ridiculous. I am also set up for texts to tell me when prescriptions are ready to be collected but this seems to work sporadically.
I used to work as a receptionist in a vets, and we were able to order the right medication based on previous doses/amounts on the system, and conversations with the vet if required. I really don't see how it can be so different in a doctors surgery that what I have had previously and what I've requested is what is actually dispensed!
Other than this annoying repeated experience though, it's the nicest doctors at which I've ever been registered, and as I say, the staff have been more than polite and friendly (even when I've had to moan).
Reply from Old Mill Surgery
Dear Patient
Thank you for your comments and I will discuss the issue regarding text messaging with my dispensary team to see what the issue may be. I would appreciate details of who you are and what medication issues you have been having so I can conduct an investigation to prevent you from experiencing further inconvenience.
I will pass on your positive comments to those concerned.
Kind regards
Reception Customer service appalling!
2
Submitted by Anonymous20th March 2021
Having not been to the doctors at all much for years, calling the surgery to get appointment is a nightmare - receptionists extremely cold and abrupt basically making you feel like you are waisting their time, they are not interested - I understand that there is a pandemic on and they are probably getting lots of COVID vaccine calls but if you really want to see a doctor this is not the way to be to patients who have probably only called to see a doctor as it’s important to them. More care needed! If you do call for appointment there is never one available so you have to call following day from 8am again to go through the painstaking procedure again!!!!- I go once a month for pharmacy only - no one ever in waiting room. But you can’t get appointment to see docs.
Reply from Old Mill Surgery
Dear Patient
Thank you for taking the time to provide feedback - I would have liked the opportunity to address your issue at the time to try and resolve your particular experience. That said your observation that we are extremely busy at present is correct and we continue to see an exponential increase in demand for our services. We have throughout the Pandemic managed our patients in a different way by initially triaging them by telephone and where the clinician feels there is a requirement to see a patient face to face this is arranged. This is why the waiting room may appear to be relatively quiet. We do provide more clinical sessions than most GP Practices in Norfolk using many differing clinicians but unfortunately on some days we cannot meet the demand for routine appointments. Please be assured that if the clinical need was such that a same day appointment was required our patient would be seen.
Kind regards
Vaccination
5
Submitted by Anonymous15th February 2021
They phoned me to book me in for my vaccination, it was very prompt and well-organised.
Reply from Old Mill Surgery
Dear Patient
Thank you for your complimentary comment - I will inform my team who will appreciate this kind remark.
Kind regards