Orchard Surgery

Feedback

• Never helpful

  1

  Submitted by Anonymous 20th December 2022

  Long queues to be hold they can’t help, or they don’t even answer the phone! Online booking is never available. Always told to ring 111 or visit the walk in centre. Staff always changing. On the very rare occasion I have seen a nurse or GP they have been good, but nearly impossible to get to that point.

• Reply from Orchard Surgery

  Thank you for your feedback. If you would like to contact the surgery through our feedback form on our website, a member of the Management team would be happy to discuss your concerns.

• all the staff are friendly and polite

  5

  Submitted by collected by Healthwatch Norfolk staff 19th December 2022

  Overall the service provided is excellent all the staff are friendly and polite and highly professional. I cannot see where anything needs to be improved as is all good to me

  
  
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• absolutely brilliant and so much help

  5

  Submitted by Emma Harding 16th December 2022

  The receptionist was absolutely brilliant and so much help. Well done Ayesha you've been a superstar. Thank you so much.

  
  
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• excellent

  5

  Submitted by collected by Healthwatch Norfolk staff 16th December 2022

  No improvement needed, excellent!

  
  
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• The best

  5

  Submitted by Aileen Walthew 15th December 2022

  Every time I have needed to contact or visit the surgery the service and the staff have been kind, considerate, caring and patient. My husband has a hearing problem and they always treat with him with the utmost respect and dignity. I can never say enough to express my appreciation for all they do. Thankyou.

  
  
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• Fast track referral

  1

  Submitted by Anonymous 5th December 2022

  I was contacted by text to say I required an urgent referral for a colonoscopy. I rang surgery and they said it would be about two weeks. Two weeks today I have now found out the referral was not in fact done properly and the error was found by the admin team at booking service. This apparently has now been put through but I've no faith in the hospital receiving the information. So even if I get seen in two weeks that will be a month for suspected cancer ? Fast track ? This has been so stressful . And I rang the surgery twice last week to check the referral had been done as having horrendous pain and symptoms. They reassured me that it had when in fact it had not. Rung this afternoon to ask to speak to Practice Manager but apparently she was in a meeting.

  
  
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• Always go above and beyond

  5

  Submitted by Elizabeth hollaman 24th November 2022

  The surgery despite being understaffed still do their utmost to care for each patient. I have had to contact them several times because of my children and they have done absolutely everything they can to ensure they are well looked after and get the right treatment. They are always polite, always listen and I feel my family is in very safe hands. Yes there has been occasions we’ve had to use alternative means of seeking healthcare, but I think for the amount of patients the surgery serves, the constant worry over staffing whether it’s due to sickness or staff leaving, that the surgery still do everything they can. Thank you orchard. I’m very grateful

  
  
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• Big thank you

  5

  Submitted by Anonymous 23rd November 2022

  I had an appointment with an Advanced Nurse Practitioner working on the emergency team . She was great, I have finally got a diagnosis and treatment that is working. I am so grateful after months of misery. The little things make such a difference. Thank you.

• Reply from Orchard Surgery

  Thank you for taking the time to give us positive feedback. It is much appreciated.

• Long wait for phone call

  3

  Submitted by Collected by Healthwatch Norfolk staff 14th November 2022

  I'm waiting for a phone call, I've been waiting to find out about eye drops and haven't heard for over a week. It's a long wait. More patient contact would be good. They need to step up on answering phones, sometimes the wait is 30 minutes plus. I find the website difficult to navigate as well.

• Reply from Orchard Surgery

  Thank you for your feedback. We take your comments on board. Apologies for the long wait on the phone. Phones do tend to be quieter in the afternoons so this may help in future. If you need any help with navigating our website, please do not hesitate to ask member of staff.

• Can't get an appointment

  1

  Submitted by Collected by Healthwatch Norfolk staff 14th November 2022

  I feel like I can't get an appointment with any doctor. I couldn't get a prescription for 3 days and I need inhalers. Getting through on the phone can take a long time, sometimes over an hour. I also felt that I had to battle to get my 2 children seen, both are under 10. I find seeing a different person each time means I have to explain everything each time and this is uncomfortable. It's all very challenging. I do love Dr August though and I also had a good experience getting my smear test.

• Reply from Orchard Surgery

  Thank you for taking the time to give us feedback. Apologies that you felt you had problems booking an appointment. You can request an appointment through our website which may be easier for you in the future. Your request will be triaged and booked in with the most appropriate clinician.