Orchard Surgery

Feedback

• 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.

• Just moved to the surgery

  5

  Submitted by Collected by Healthwatch Norfolk staff 14th November 2022

  I've just moved to the surgery from a different one which wasn't as good. Now I have no problems seeing doctors, no problems with getting tests, and the receptionists are lovely. It's restored my faith in the NHS and doctors.

• Reply from Orchard Surgery

  Thank you so much for giving such positive feedback. Welcome to Orchard Surgery.

• Never had any problems

  5

  Submitted by Collected by Healthwatch Norfolk staff 14th November 2022

  I've never had any problems here, the staff are nice and friendly and making appointments is easy.

• Reply from Orchard Surgery

  Thank you for giving such positive feedback. I will pass onto the team.

• No complaints

  5

  Submitted by Collected by Healthwatch Norfolk staff 14th November 2022

  My husband and I can't fault it, if we need help we get it. My husband fell in town and I brought him around to the surgery and he was seen in minutes.

• Reply from Orchard Surgery

  Thank you for your positive feedback.

• First class

  5

  Submitted by Anonymous 9th November 2022

  Nowadays you hear such negative press about the GP Practices. As a bloke I don’t go the doctors much but Monday I was forced to go as couldn’t put it off any longer. It was late in the day and thought I might get fobbed off but I saw a Nurse Practitioner. She was amazing. I got a full examination, she booked me for scans and blood test, and sorted out a prescription then and there. What more can people expect. I got a first class service and didn’t need to see a doctor. I have nothing negative to say, only positives from this visit. Really chuffed!

• Reply from Orchard Surgery

  Thank you for taking the time to give us positive feedback. Our Nurse Practitioners are very experienced clinicians and I have passed the feedback to her.

• face to face with doctors

  2

  Submitted by Anonymous 8th November 2022

  I am a patient at Orvchardf Surgery in Dereham and its nigh on impossible to get an appointment face to face with a doctor. How can you send a photo of a pain ....

• Reply from Orchard Surgery

  I am sorry that you were unable to get an appointment with a Doctor. By giving as much detail as possible, we can arrange for you to see the most suitable person. We do have face to face appointments when required but often things can be diagnosed without the need to visit the surgery.