Old Mill Surgery

Feedback

• Wonderful Service

  5

  Submitted by Jessica 25th August 2023

  I had a telephone call with Dr Thomas today for a medication review and they were fantastic. I can't fault the service at all. So friendly, kind and empathetic. I felt very supported and well informed during the call. The reception team were also very helpful in getting me the call-back on the same day. Thank you so much!

• Reply from Old Mill Surgery

  Dear Jessica, Thank you for taking the time to write a review and your lovely feedback. I will make sure it is shared with Dr Thomas and the wider team Best wishes David Practice Manager

• Helpful and caring

  5

  Submitted by Jill Bignell 7th August 2023

  The receptionist was so helpful, suggesting alternative timings and solutions. She really listened…& when I rang back later, she remembered all the details.

• Reply from Old Mill Surgery

  Dear Jill, Thank you for taking the time to write a review and your lovely feedback. I will make sure it is shared and celebrated with the team Best wishes David Practice Manager

• So lucky to be at this practice

  5

  Submitted by Anonymous 4th August 2023

  This is the best NHS practice. I've been with them for over 30 years and have only praise for the way they work. Why don't all surgeries in Norfolk operate like this one?

• 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 the team Best wishes David Practice Manager

• Understanding and support of HRT required

  1

  Submitted by Anonymous 3rd August 2023

  Trying to see a doctor end of July to end of August was impossible. Finally managed to book a call back with a locum doctor as was told all the doctors were off with their families. It was to discuss HRT following an appointment I had at the hospital. The locum didn’t have a clue as to what she was advising, recommending re HRT, she wrongly prescribed me and I had to say that it wasn’t correct was she sure? She apologised and said ignore that, in fact ignore everything I’ve told you. I will have to pass this over and get someone to call you. One week later, STILL NO CALL! Terrible service.

• 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 who you were seen by as part of your care and address the concerns you have mentioned. Although locums cover short periods of time, I expect the same standard of care provided by our regular doctors so this information would greatly help with future patient journeys. Please contact me at the practice or via email, oldmill.millgates@nhs.net. David Leigh - Practice Manager

• Online forms

  2

  Submitted by Anonymous 3rd August 2023

  The survey has a great website which is very helpful. Unfortunately I have submitted many ‘get help’ forms but I haven’t had any reply. I don’t get any acknowledgment so I don’t think the forms go through or they are rejected. It is a shame as my children have been unwell and when I don’t get a reply, I call but there are no appointments available. My children have been struggling with infections with delayed treatments due to no action on the forms I send. The forms are helpful in that you can take your time to put down what is wrong which is great for the Dr as it can be easy to forget something when you only have 10 minutes in the room and your child is running amok. There is just an issue with them going through which may need to be addressed.

• 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. I would like to hear more about your experience to better understand the situation and ensure the issue does not happen going forward to yourself or other patients. Please contact me at the practice or via email, oldmill.millgates@nhs.net. David Leigh - Practice Manager

• Great service

  5

  Submitted by Maggie Stickney 21st July 2023

  Had a major injury which was bleeding profusely. Rang surgery , was able to go straight away and 15 minutes later the wound was clean and secured. Fabulous health care centre. Brilliant people and service.

• Reply from Old Mill Surgery

  Dear Maggie, Thank you for taking the time to write a review and your lovely feedback. I hope you had a speedy recovery. I will make sure your feedback is shared with the team. Best wishes David Practice Manager

• Urgent Appointment in 90mins!

  5

  Submitted by E C Goh (Mr) 6th July 2023

  Utterly indebted to paramedic Ian who saw me within 1 hr 30mins of contact - I had a near-fatal asthma attack 2 days earlier. He was most reassuring and helpful with advice and prescription. He also made time to see my pal who had given me a lift there. We are both eternally grateful to Ian for giving us Instant appointment. Such dedication and professionalism are as rare as gold dust. He deserves a Huge pay rise - please cherish such dedicated staff!

• Reply from Old Mill Surgery

  Dear Mr Goh, Thank you for taking the time to write a review and your lovely feedback. I will make sure it is shared with Ian and the wider team Best wishes David Practice Manager

• Excellent communication at either surgery

  5

  Submitted by Jill Bignell 5th July 2023

  The times I have had to ring them, they always listen!! a key skill lacking in so many other surgeries/formal situations. They are friendly, are helpful and direct you to the right person. You can speak to your doctor and the wait depends upon the urgency of the situation, which is realistic. At times, my own excellent GP has rung me at 7pm because he is determined to get through his list. He always offers suggestion if it's not straightforward and ALWAYS follows through, ringing me himself or his assistant, to tell me what he's doing and what is going to happen. It's actually better than it used to be years ago, elsewhere in other surgeries. I am writing about BOTH surgeries..........equally good!

• Reply from Old Mill Surgery

  Dear Jill, Thank you for taking the time to write a detailed review and your lovely feedback. I will make sure it is shared with the team Best wishes David Practice Manager

• The Drs are wonderful bar 1

  3

  Submitted by Anonymous 2nd July 2023

  The drs are amazing however unfortunately I have had been given unprofessional care from one doctor. I saw them with worrying symptoms following an operation and the doctor explained that other patients have been re admitted to Hospital to manage the problem. However they became angry with me saying that I was worrying too much and to go away. I decided to go to A&e afterwards and when I arrived, I was taken straight into Resus. I was made to feel like a nuisance which was a shame

• 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. 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

• Same day meeting with a paramedic

  5

  Submitted by Mark 22nd June 2023

  I phoned at 8 AM, Ian (paramedic) phoned me at 10.15 and asked me to come in at 11.45. I saw Ian who has a fantastic knowledge and a caring nature. He put my mind at rest, prescribed medication and told me what I should expect . All in all a very positive experience.

• Reply from Old Mill Surgery

  Dear Mark, Thank you for taking the time to write a review and your lovely feedback. I will make sure it is shared and celebrated with Ian and the wider team Thanks again David Practice Manager