Old Mill Surgery

Feedback

• Shocked I could get an appointment!

  1

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  The appointment today was the first one I've been able to make in a long time. It's taken 3 months to get one because the queues are too long and sometimes I get cut off with my bad signal. The thought of making the calls is awful, you have to build up to it. Also it's hard because you're working. You take the day off, call, and you can't get one. Or you come and see the nurse who tells you that you need the doctor so you have to take another day off to come back. I was actually shocked I managed to get one today! It's the first time I've seen a doctor in about 18 months. I have another health problem I need help with but you have to pick your battles and choose one thing to deal with at a time. If I could afford to go private I would. Pre-Covid was a different way of working but they seem to be sticking to the way of working that came about during then and it's not fit for purpose.

  
  
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• Fairly good

  4

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  They're fairly good really. The receptionists are very helpful and the nurses are quite good. The dispensary used to be brilliant, they're getting better again now but they don't seem to be quite as efficient as before. I only collected half of my prescription as I hadn't heard the nurse saying about the second item, and the dispensary staff didn't tell me I should have also had the other medication when I collected it. But overall, they're quite good.

  
  
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• Pleasant and helpful

  5

  Submitted by collected by Healthwatch Norfolk staff 8th August 2024

  We moved from out of the area and this surgery is excellent - the ease of getting appointments if you call when they tell you to, or you can come in and book. The staff are always pleasant and helpful. The only downside is that you start seeing a doctor and they leave. This happened twice in a year, but it seems to have settled down now.

  
  
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• 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

• Reply from Old Mill Surgery

  Dear Patient, Thank you for taking the time to write a review and your lovely feedback. I will make sure it is shared with Dr Prentice, who as you have mentioned will be missed at the practice. Best wishes David Practice Manager

• 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