Orchard Surgery

Feedback

• It's a good service

  4

  Submitted by Feedback collected by Healthwatch Norfolk 15th April 2024

  Overall I think the service is good. However the doctor won't come out to me anymore which I wish they would. It's not always easy for me to get to the surgery when I'm not feeling well.

  
  
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• Very respectful from start to finish

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 10th April 2024

  I have never had any problems at Orchard Surgery. They are always helpful and even visited me at home when I needed it. I like to come into the surgery to get an appointment as it's better than waiting in a queue on the phone. When you get to reception you are asked what you hope to achieve in the appointment. I can then sit and wait till I am seen. They are always very respectful from start to finish. The secretary at the surgery was also very helpful and found all the information I needed for Aviva. I have no complaints at all.

  
  
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• Awful service

  1

  Submitted by Anonymous 21st March 2024

  I called at 0800hrs as this is the only time to book an appointment. I was 17th in the que and when I finally came off hold almost 55 minutes later was told there were no appointments left. I literally do not believe that a doctor does not have 5-10 minutes to see a registered patient. If there were only 16 people in front of me in the que, does that mean there are only seeing that many people in a day or less? Literally impossible to get an appointment and for some reason you can’t then book an appointment for the next day. Absolutely pointless. NHS should be ashamed. I dread to think how the vulnerable and elderly get on with this awful system.

  
  
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• Trying to book routine appointments

  1

  Submitted by Anonymous 13th March 2024

  The system of booking routine appointments is stressful, to say the least. The appointment system only really works for people who are able to either phone or complete the online form at 8am. The receptionist replies are blunt and unhelpful. Routine appointment should be able to be booked at anytime, one the day appointment do not work for everyone

• Reply from Orchard Surgery

  Thank you for your feedback. We are reviewing our online booking system and the hours that it is available. We are currently experiencing excessive demand on our service but if you would like to discuss your experience further, please do not hesitate to contact the practice.

• Nurse Appointment

  5

  Submitted by Anonymous 4th March 2024

  I booked my appointment online, which was easy to do. My appointment came back for just over a week’s time which wasn’t a problem at all as it wasn’t an urgent case. I saw the nurse who was very good, she explained everything to me and was very pleasant and helpful. Excellent service from the surgery.

  
  
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• Respiratory Clinic

  5

  Submitted by Chris Leak 4th March 2024

  The receptionist made an appointment for me to attend the respiratory clinic today, she was extremely pleasant and helpful. I was 13th in the queue this morning when I phoned up but I didn’t wait too long to get through at all. When I saw the doctor this afternoon (exactly spot on my appointment time) she was very polite and knowledgeable and explained my situation to me in detail. I am very pleased with the service I received today, thank you.

  
  
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• Great service

  5

  Submitted by Anonymous 21st February 2024

  The practice staff are all very friendly and helpful and work to direct you to the most appropriate person for your need.

  
  
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• Hard to get an appointment

  2

  Submitted by Feedback collected by Healthwatch Norfolk staff 31st January 2024

  It is hard to get an appointment and some of the doctors don't listen to you. I think they shouldn't rush people and I think they give some people more time than others. I have also been misdiagnosed. I have not been to the surgery recently but it is hard to get an appointment.

  
  
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• Responsiveness

  2

  Submitted by Anonymous 3rd January 2024

  Almost always, when I call to speak to reception I have to wait almost an hour on the phone even when I'm only 8 in queue. Secondly, even the simplest of requests seem to be forgotten or denied without reason or with poor reason, i.e. asking for help from a nurse to do a blood draw. "sorry we can do that because you've chosen to go private" was the response? does that mean I can stop paying my NI? and funding the NHS? they dont seem to want to help me.

  
  
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• My Doctor is wonderful

  5

  Submitted by collected by Healthwatch Norfolk staff 23rd October 2023

  Very rarely do I ring up and not get what I need. People tend to call back quite quickly. My Doctor is wonderful. I do my prescriptions online and I am very happy with that. I am seeing a physio here for my knee and they are very good. People get back when I expect and when they say they will.

• Reply from Orchard Surgery

  Thank you for taking the time to give us very positive feedback.