Orchard Surgery

Feedback

• 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.

• Very good staff

  5

  Submitted by collected by Healthwatch Norfolk staff 23rd October 2023

  It is easy to park here it is in the centre of town and there are very good staff. But I find it is too hot in reception with no windows open

• Reply from Orchard Surgery

  Thank you for taking the time to give us positive feedback. We do try and keep the waiting room at a comfortable temperature but please mention to receptionist and we can open a window if you feel its uncomfortable.

• quality of attention is consistently high

  4

  Submitted by collected by Healthwatch Norfolk staff 23rd October 2023

  Far more responsive and easy to deal with than one year ago. Quality of attention is consistently high in most cases. I do have concerns about onward referral pathways - in particular A+E who said I shouldn't have been sent there from here.

• Reply from Orchard Surgery

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

• Excellent service from all staff.

  5

  Submitted by Anonymous 8th October 2023

  Changed to this surgery having been unable to get an appointment with my previous surgery in person or on the phone for 2 1/2 years. I cannot fault the care I have been given from reception right through to the doctors. Nothing is too much trouble. Staff are always friendly and helpful. I happily recommend them to friends.

  
  
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