Ormesby Village Surgery

Feedback

• No problems

  5

  Submitted by Collected by Healthwatch Norfolk staff 25th September 2023

  No problems. They were on time and the nurse was very good. I was called in for a health check.

• Reply from Ormesby Village Surgery

  Dear Patient Thank you very much for taking the time to leave us such positive feedback, I will share this with the team. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites

• Very happy

  5

  Submitted by Collected by Healthwatch Norfolk staff 25th September 2023

  I felt listened to. It can be a long wait on the phone but you can get an appointment. I've been with the surgery a long time and i'm generally very happy.

• Reply from Ormesby Village Surgery

  Dear Patient Thank you very much for taking the time to leave us such positive feedback. I am sorry to hear it can take a long time on the phone, we are working on trying to reduce our waiting times. Its lovely to hear you have been a patient for a long time and are happy with the service that we provide. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites

• Fantastic service from Mandy the paramedic

  5

  Submitted by Anonymous 11th May 2023

  Mandy saw my son due to chest pains she was so welcoming and had a wonderful manner about her, which put my son at ease whilst he had a ECG and when he had his bloods done he felt sick and dizzy she was amazing she didn’t rush him, she waited until he was ready to leave the surgery for me as his mum to see this duty of care was so heartwarming! She’s a huge asset to the practice! Thank you Mandy for taking care of my son and listening to myself!

• Reply from Ormesby Village Surgery

  Good morning Thank you very much for taking the time to leave us such positive feedback. Its lovely to hear that the care provided made such a positive impact and I have passed this feedback to Mandy. Kind Regards Sarah-Jane Practice Operations Manager for the 4 Coastal Sites The Coastal Partnership

• No appointments or sense of urgency by staff

  1

  Submitted by Anonymous 26th September 2022

  I am a new patient to Ormesby practice and am quite disappointed. Trying to get an appointment to see a doctor seems to be nearly impossible. After 4 days calling each morning to try and get a telephone appointment for the same day has resulted in "all gone for today please call back". After calling 71 times from 8am to 8:15am to be told that despite bringing up blood following an operation 3 weeks ago there are no appointments for the day and if I feel that bad to go to A&E I feel I now need to move doctors! SHOCKING is an understatement. Is it really this difficult to see a GP in 2022?

• Reply from Ormesby Village Surgery

  Thank you for taking the time to share your feedback with the practice. We are sorry to learn you are encountering problems when trying to contact us to book a appointment. We will be changing our telephone system later this year. Could you please contact our Site Lead at Ormesby on 01493 730205 and she will be able to help you with the issues raised. Kind Regards Practice Operations Manager Coastal Villages Practice

• One cannot use the online appointment booking

  3

  Submitted by Peter Collins 12th September 2022

  I am trying to book an appointment to see or speak to a Doctor regarding long standing joint problems. I wish to describe online, in enough detail to be meaningful, my symptoms and the consequences of those on my lifestyle. However, I am unable to do so unless the surgery is open and there are appointments still available, making the provision of this facility pointless. I do not need a response the same day as I have lived with the problem since 2014 but it is getting worse. An appointment either inperson or by phone with a few working days would be adequate. Please revise the system.

• Reply from Ormesby Village Surgery

  Dear Mr Collins Thank you for taking the time to share your feedback with the practice. We are sorry to learn you are encountering problems when trying to contact us at the practice. Could you please contact our Site Lead at Ormesby on 01493 730205 and she will be able to help you with the issue raised. Kind Regards Practice Operations Manager Coastal Villages Practice

• Unhelpful

  1

  Submitted by Anonymous 7th September 2022

  App said needed a medication review. Telephoned surgery. Receptionist told me not to phone reception but fill in online form. Sorry I am not psychic and do not automatically know the systems the surgery bring in. No online facility available to me then. She then said I may need review or authorisation and to phone medication request line. I phoned them 3 times before 1pm and could not get through. Each time automated message ended with goodbye and phone going dead. Automated message was clear they do not do mediction review. How was I to know what it was? Later in day when had access online sent request for review. Email came back stating authorisation needed and to phone precription line. Will keep trying. This is not patient centred and will cause problems. The first receptionist I spoke to sounded really stressed. Meantime I feel like I'm going round in circles. Staff need to remember patients are not psychic and may need a new system explained. The surgery needs to be more joined up.

• Reply from Ormesby Village Surgery

  Thank you for taking the time to share your feedback with the practice. We are sorry to learn you are encountering issues trying to book in for a medication review at the practice. These can still be made over the telephone, by booking in person at the practice or via the practice website. We are due to change our telephone system later this year. If you would like us to investigate any of the issues raised, or to book your medication review, please contact our Site Lead at Ormesby on 01493 730205 and she will be able to help you with this. Kind Regards Practice Operations Manager Coastal Villages Practice

• aggressive staff, appointments not kept.

  1

  Submitted by Jon Sapsford 7th September 2022

  reception staff have a very bad attitude, make an appointment for blood to be taken and 1 hour later still waiting to be seen, had to leave before being seen. Put down on the record as 'walked out'. I have to work for a living, shame staff at this practice dont

• Reply from Ormesby Village Surgery

  Thank you for taking the time to share your feedback with the practice. We are sorry to learn you have encountered issues with the practice. If you would like us to investigate any of the issues raised, please contact our Site Lead at Ormesby on 01493 730205 and she will be able to help you with this. Kind Regards Practice Operations Manager Coastal Villages Practice

• Hard to make appointments

  3

  Submitted by Collected by Healthwatch Norfolk staff 31st July 2022

  I find it hard to make an appointments. I would also prefer to be able to see a female GP but that doesn't happen often.

• Reply from Ormesby Village Surgery

  Thank you for taking the time to share your feedback with the practice. I am sorry to learn you are having problems when trying to book an appointment. You can use the online system on our practice website to request an appointment. If you would like us to investigate any of the issues raised, please contact our Site Lead at Ormesby on 01493 730205 and she will be able to help you with this. Kind Regards Practice Operations Manager Coastal Villages Practice

• Bit tricky to get an appointment

  4

  Submitted by Collected by Healthwatch Norfolk staff 31st July 2022

  It's quite easy to get in to see a nurse but a little harder if you want to see a doctor. You have to start re-dialling at 8am and sometimes I just give up because you can't get through. It's a bit disappointing that it's so hard to get an appointment.

• Reply from Ormesby Village Surgery

  Thank you for taking the time to share your feedback with the practice. I am sorry to learn you are having problems trying to contact us, we will be changing our telephone system later this year. We also offer prebookable appointments in advance. If you would like us to investigate any of the issues raised, please contact our Site Lead at Ormesby on 01493 730205 and she will be able to help you with this. Kind Regards Practice Operations Manager Coastal Villages Practice

• No problems

  5

  Submitted by Collected by Healthwatch Norfolk staff 31st July 2022

  Very nice staff, definitely happy with the quality of care. I got a text confirmation about my health check which was good.

• Reply from Ormesby Village Surgery

  Thank you very much for taking the time to leave us such lovely feedback. I will share this with the practice team. Kind Regards Practice Operations Manager Coastal Villages Practice