Old Mill Surgery

Feedback

• No complaints

  4

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  They're very good, no complaints at all. I've been seeing a nurse regularly who's always been good and friendly. The dispensary seems a bit under-staffed but I always order in good time. There was a queue out the door recently which was unusual but it isn't unusual to have to wait - although today was fine.

  
  
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• They've improved

  5

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  It was alright to get in for my last appointment. I previously felt they weren't listening which I spoke to them about and this has improved. It's generally better, all credit to the staff now. I've noticed there's been staffing changes behind the front desk which has meant an improvement in attitude. They're more active in their listening now, more responsive to people's needs.

  
  
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• Always able to get appointments

  5

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  It's great here, I've always been able to get appointments. It's never crowded in there. I find the people are very good, they're all very nice. They also handle the flu clinics well.

  
  
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• Works as well as can be expected

  2

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  It's awful here because the government over the last 20 years has ran it down. They've dipped into the National Insurance contributions and spent it on other things. The surgery works as well as can be expected, which under the circumstances is not a lot. I've had desperate pains in my shoulder so I rang to see a doctor but I couldn't get an appointment. They put me through for a physio in a few weeks time. I was in a lot of pain so I rang up the Spire and paid privately. They prescribed me some pills and the next day the pain had gone. While I was there they looked at the blood test I'd had done here and said the problem with my shoulder should have been picked up from that. It's not their fault here, nobody has got time.

  
  
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• Rejected as a Carer

  1

  Submitted by Anonymous 7th August 2024

  I noticed on the Dr website to fill in a form if you are a carer and I thought that looks great as I provide extra care for one of my children. I then relieved a negative reply saying that my child doesn’t have a condition that requires any extra care so I am not a carer. She receives Disability Living Allowance for bowel and bladder issues which requires round the clock care and therefore prevents me from working as I care for her 24/7. It was very upsetting to receive such a response and I felt like my role was disregarded due to her not having a certain condition. As a result, we don’t receive any extra support from the Surgery and not only is my care unrecognised, my little girl’s extra needs are also not appreciated, understood or supported. A sad day

  
  
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• Thank you

  5

  Submitted by Anonymous 7th August 2024

  A huge thank you to Dr Prentice who has now sadly left the practice. She has been so incredibly dedicated, kind, understanding and also funny too. She will be really missed by all of us and I’m sure I speak for us all to say that we wish her the absolute best for her future. Thank you, for everything

  
  
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• It takes average 1 hour or more to answer the phone

  2

  Submitted by Emma philpott 13th June 2024

  It takes average 1 hour or more to answer the phone to be told there are no appointments. You cannot get an appointment with a GP so you have to see a nurse or paramedic. There is no continuity of care. Some of the staff are dismissive of your concerns .

• Reply from Old Mill Surgery

  Dear Emma, Thank you for taking the time to write a review and the feedback provided. I'm sorry to read that you have not had a positive experience. The reception team are trained to sign post to the appropriate clinician or service for patient needs and this is not always a GP, rest assured all our supporting staff and clinicians have access to a GP should they need to consult with them. I was also sorry to hear about your waiting time on the phone, our average waiting time at peak hours is well below the figure you have quoted, the delay on this day may have been due to staff absence. I would like to hear more about your experience to better understand your concerns. Please contact me at the practice or via email, nwicb.oldmill.millgates@nhs.net. David Leigh - Practice Manager

• Refused referral

  2

  Submitted by Anonymous 16th May 2024

  Doctor has refused referrals many times with no reason given which has led me to ask other GPs in the surgery. It is awkward and embarrassing especially on one A&e letter it recommended a referral and the surgery rang asking if I wanted the referral but the doctor had already rejected it. She often forgets to do things too such as ‘I’ll look this up for you, I’ll do this and let you know’. I don’t mind looking up things myself but I wish she would say why she doesn’t think a referral is necessary.

• Reply from Old Mill Surgery

  Dear Patient, Thank you for taking the time to write a review and the feedback provided. I'm sorry to read that you have not had a positive experience, this is not in keeping with the service levels we look to provide and not the feedback we usually receive. I would like to hear more about your experience to better understand your concerns. Please contact me at the practice or via email, nwicb.oldmill.millgates@nhs.net. David Leigh - Practice Manager

• Fantastic service

  5

  Submitted by Jill 9th April 2024

  I don't usually leave reviews, but on this occasion I feel it is deserved. We attended the practice on Monday, the compassion and care Hannah on reception showed my husband went above and beyond any experience we've had before. He was quite unwell and Hannah made sure he got the care he needed. Thank you.

  
  
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• Quick, efficient and friendly!

  5

  Submitted by Kelly Manche 5th April 2024

  Helpful and friendly receptionists, quick and efficient gp’s who listen and care for their patients needs.

  
  
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