Old Mill Surgery

Feedback

• Superb

  5

  Submitted by Nick Wells 10th March 2023

  Feeling anxious and dreading my visit, Bernadette was simply amazing! Both nurses (Bernadette and Rosie) are a real asset to our community and the NHS. Thank you both for looking after me.

• Reply from Old Mill Surgery

  Dear Nick, Thank you for taking the time to write a review and for your lovely feedback. I will make sure your kind words are passed on to both Bernadette and Rosie, while being celebrated with the team. Thanks again David - Practice Manager

• Thank you

  4

  Submitted by Caren Hughes 3rd March 2023

  Just wanted to thank Dr Cramer for her help to me during the last few weeks when I have been particularly unwell with cardiac issues & at times very low. With her support I have now had treatment & am on the road to recovery. She was always supportive & tried to do her best for me in what I know are incredibly trying times, sometimes it’s nice to be able to say “thank you “. I have also found the ladies in the dispensary at Hempnall, & the receptionists to be polite & do their best to help with whatever the query is.

• Reply from Old Mill Surgery

  Dear Caren, Thank you for taking the time to write a review and your lovely feedback. It was good to read that you are happy with the support received. I will ensure that your feedback is passed on to Dr Cramer and the team. Thank you David Leigh - Practice Manager

• Above snd beyond

  5

  Submitted by Stacey Waller-beckett 2nd March 2023

  I had an ecg, my toddler complained of ear ache so askedvif have quick look while hear but no appointment. Saw her instantly turned out had tonsillitis. Brilliant service so helpful.

• Reply from Old Mill Surgery

  Dear Stacey, Thank you for taking the time to review the practice and your lovely feedback. I was very happy to read that we were able to provide care for your toddler during your appointment and hope she is feeling better now. I will pass on your feedback to the team. Thank you David Leigh -Practice Manager

• Receptionist is lovely

  5

  Submitted by Anonymous 28th February 2023

  I wish to feedback on The receptionist Kim is so kind, supportive and compassionate as well as very professional. She is very reassuring when I ring the surgery if I am in the middle of a mental distress situation and also kindly rings following up footfall. She is not abrupt or fed up and is very deserving of a special mention. Thank you

• Reply from Old Mill Surgery

  Dear Patient, Thank you for taking the time to write a review and for your lovely feedback. I was very happy to read your review and have passed your kind words on to Kim and the team. Thank you David Leigh -Practice Manager

• Outstanding Care and Compassion

  5

  Submitted by Anonymous 31st January 2023

  Doctor Rowe saw me face to face while I was struggling with burnout / work related stress. Her compassion and care was outstanding. She listen to my position, explained everything and we discussed the potential ways I could address what was happening to me psychologically and physically. She was empathetic and thorough in her assessment. I felt truly understood and cared for. I am now so much better and I can’t thank her enough.

• Reply from Old Mill Surgery

  Dear Patient, Thank you for taking the time to write a review and for your lovely feedback. I will make the team aware and I know the Dr involved has already seen your review and was happy to read it. Thanks again Old Mill and Millgates

• Rude all round

  1

  Submitted by Anonymous 13th December 2022

  Very rude when calling reception, the nurse I saw was very rude and condescending. This is not what you need when you’re feeling unwell and going to your trusted doctor’s surgery. You want a judgement free place and although I appreciate they’re severely underpaid, it is still their job and duty of care. Left feeling worse than when I came in

• Reply from Old Mill Surgery

  Dear patient, Thank you for taking the time to write some feedback about your experience at the practice. I'm sorry you hear that you did not have an experience to meet your expectations and I would like to understand more about the service delivered so I can address your concerns. This is the opposite of the feedback usually received and as such gathering as much information as possible about your experience to feedback to the team would be beneficial and a vital part of training and service improvement. Please feel free to contact me directly at the practice or vis the practice email address. David Leigh - Practice Manager

• Could be better

  2

  Submitted by Anonymous 27th November 2022

  The reception staff are friendly most of the time but I have overheard them complaining about patients including myself. The Drs are good on the whole but can be grumpy, not listen, be inappropriate and become huffy. On one phone call it lasted literally 2 minutes with the Dr hanging up saying let us know what we can do to help when I had already emailed asking what I needed. A waste of time. The building is stunning but I think the yellow is garish! A pale calming blue may be better. I am considering leaving this practice

• Reply from Old Mill Surgery

  Dear patient, Thank you for taking the time to write some feedback about your experience at the practice. I'm sorry you hear that you did not have an experience to meet your expectations and I would like to understand more about the service delivered so I can address your concerns. I have passed on your feedback to the reception team so that we can look to improve service levels and information such as this is vital in such a process. Please feel free to contact me directly at the practice or via the practice email address. David Leigh - Practice Manager

• Thought all Dr's were rude till I came here

  5

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

  If you have any issues they do their best to see you on the day. They give really good advice and always go through your medical history and are very thorough. I never struggle to get in to see someone and if anything they remind me if I need to come in. Till I came here I thought all doctors surgeries were rude and unhelpful but this one is very friendly and helpful.

• Reply from Old Mill Surgery

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

• On the whole it's okay

  4

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

  It is combined with the Hempnall surgery and I go between the two. It can be difficult to get a doctor's appointment and it can be a struggle to get through on the phone. The staff are very helpful and on the whole I think it's okay.

• 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.

• Appointments on time

  4

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

  I find the surgery efficient and the appointments are on time. the dispensary can be a bit slow though. I have no issues with any of the staff and they are always polite. I feel well looked after, listened too and cared for.

• Reply from Old Mill Surgery

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