Old Mill Surgery

Feedback

• 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.

• Husband was well looked after.

  5

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

  My husband was well looked after by this surgery when he had terminal cancer, even though we had only just moved to this practice. The old surgery refused to see him and just kept telling him to take pain killers, it ended up with him phoning 111 who sent him to A&E who sent him for a scan where they discovered the cancer. At the old surgery we had no care but this one is much better, all the staff are polite and friendly and I find it all very efficient.

• Reply from Old Mill Surgery

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

• Well looked after

  5

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

  Phoned yesterday and got an appointment for today so seen and given a prescription. I have seen a wide range of staff over the years and not had a problem with any of them, I find them all polite and friendly. I have no problems getting an appointment and feel well looked after.

• Reply from Old Mill Surgery

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

• Never had a problem

  5

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

  I have never had a problem here and have found things have improved and I now find the staff have improved and are very friendly and the reception staff excellent. I recently saw a paramedic and he was excellent. I do miss my retired doctor though. I find I can get an appointment okay but the outgoing message on the phone lasts too long! Today I was 11th in the queue and it went quickly, was only waiting about 7 minutes.

• Reply from Old Mill Surgery

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

• Some admin problems

  3

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

  There seems to be a bit of a problem with admin and organisation. I brought in a prescription on Monday and it has gone missing so I have been sent away to come back later, a bit worrying when I am on my last pill so I really need the new ones. I struggle to see a doctor as they say they are busy but every time I come there is hardly any patients waiting. I can see a nurse with no problem but not a doctor. I will say they have been very good with the jabs, I have had both me flu and shingles done this year.

• 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.

• Only problem is getting an appointment

  4

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

  The only thing that stops me giving this surgery 5 stars is getting an appointment. You phone at 8 and are 8th in the queue but when you get through there are no appointments left. I saw a paramedic today and he was very good, I do find all the staff okay. My doctor is very good and phones me if I need to be seen due to the results sent from the hospital. It makes me feel looked after that Dr Prentice takes the time to phone me and explain the results.

• Reply from Old Mill Surgery

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

• Staff are very helpful

  5

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

  I find the staff very helpful and there is easy access to the surgery. When you phone it tells you where you are in the queue which is helpful. It is a nice and well looked after building with a good dispensary. All the doctors and nurses are very good. I think an active Facebook page would be good so patients can be kept up to date.

• Reply from Old Mill Surgery

  We appreciate you taking the time to comment about the Practice and our team. I am currently in the process of making improvements to our Facebook presence and activity through this channel will be moving forward very soon. Thank you.