Parish Fields Practice

Feedback

• No consistency in information given

  1

  Submitted by Joanne Brady 15th February 2025

  Told one thing by 111 then another by reception at GP surgery

• Reply from Parish Fields Practice

  Thank you for taking the time to provide this feedback. We would be most grateful if you could please provide us with further information on how the information given by 111 and the Practice is inconsistent. We work closely with our colleagues across the NHS and are always keen to listen to and act upon feedback on how we can work together more closely for the benefit of our patients.

• I’m so upset and stuck.

  1

  Submitted by Nicola Robles-Hewson 15th January 2025

  I am usually positive about any service as I appreciate that everyone tries their best, but I’m really upset this morning, yesterday we were given an emergency appointment for my daughter who is 11 years old, we were 5 minutes late, I can prove this as I have the car park ticket still, because we were 5 minutes late the electronic system wouldn’t let me check her in, so I had to wait in the queue, I waited in the queue for over 5 minutes to be told by the receptionist that we were now over 10 minutes late and the doctor would not see us, I tried to explain but the receptionist didn’t want to listen, she gave me an appointment for this morning and I just received a phone call from the receptionist, to tell me that the clinician is off sick and the appointment is cancelled. I told her that my daughter is in pain and has to see a doctor today, just to be told that I should have been on time for her appointment yesterday - I again tried to explain what happened but she wouldn’t listen and just said that it was my fault and they were full today. She gave me an appointment for Friday - which is two days away! Now I have my daughter in pain, off school again as this is an ongoing condition, I have a meeting to attend and need to work to be able to provide for my family.

• Reply from Parish Fields Practice

  Thank you for taking the time to provide this feedback. The demand for appointments remains extremely high, which reduces the scope for our clinicians to see patients who do not arrive on time for their appointments. We were sorry to hear that your subsequent appointment was cancelled owing to clinician illness..

• Cannot get appointments

  1

  Submitted by Anonymous 11th September 2024

  Virtually impossible to see a GP. Fobbed off with other health care staff, who are not equipped to deal with my health care problems. As a person with ME, I'd say that this practice finds it difficult to recognise the validity of my illness, so I can't get appointments.

• Reply from Parish Fields Practice

  Thank you for taking time to provide this feedback. We are very sorry to hear that you believe the Practice is not currently meeting your expectations. All requests we receive for clinical appointments are triaged by a clinical team led by a Duty Doctor. This is to ensure our patients are prioritised in order of clinical need , and also to allocate the most appropriate clinician to each case. If you have any future concerns regarding the availability or allocation of a clinician, please do let us know at the time so that we can endeavour to understand how the Practice may assist you.

• Do I need to donate one of my kidneys to get a GP appointment? Impossible. Fobbed off to a nurse who has no idea as to my long term chronic condition. I'm at my wits end.

  1

  Submitted by Anonymous 8th June 2024

  See above. I have tried time and time again to make an appointment for my poorly housemate and whose health issues have become worse with time. The last time when she was given the option on the website of which GP she wanted to see, she was referred to a nurse . Even though the nurse was kindly, she did not listen to our problem and even misunderstood the condition and even called it a different name. Impossible to see a GP at all, let alone one of our choice. We understand that the practice is overwhelmed, but so are we.

• Reply from Parish Fields Practice

  Thank you for taking the time to provide this feedback. All requests for appointments submitted by patients are triaged by a team of clinicians led by a Duty Doctor. The triage team allocate patients an appointment with the most appropriate clinician, which includes a highly experienced and qualified nursing team. The appointments are therefore allocated on a clinical need basis by a qualified clinician. However, if you are ever unhappy in any respect with an appointment that you attend at the Practice please let us know immediately.

• It is impossible to get a GP appointment. I asked for a GP appointment as the NHS website said I should get one with my symptoms. I was given an appointment with a nurse, despite having already seen them, and wanting to see a GP. If I ask to see a GP

  1

  Submitted by Anonymous 7th June 2024

  The website asks which member of staff you would like to see; when you speak to the practice you are given no choice, and cannot even ask for a GP. I have a long-term health condition, recognised by the WHO and NHS, but have still had it suggested to me that my illness is all in the mind. I have asked to see a GP, but can only get an appointment with a nurse who appears to have no understanding of my illness. If I need to try and get an appointment I get very stressed, upset and frustrated, and that's before I have even contacted the surgery. I feel helpless and hopeless after visiting them.

• Reply from Parish Fields Practice

  Thank you for providing this feedback. We are very sorry to hear that you are not satisfied with the response from the Practice. Each working day all appointment requests submitted by patients are reviewed by a highly experienced triage team, led by the Duty Doctor for that day. This is to ensure that the appointments are allocated on a clinical need basis to the most appropriate clinician. In addition to our GPs, the Practice has other highly qualified clinical staff. If you are ever not satisfied in any way with the clinician allocated for your consultation please do let us know immediately.

• I'm impressed with the care once you get to see someone

  5

  Submitted by Healthwatch Norfolk staff on behalf of patient 19th April 2024

  I think their appointment system could be better. You used to be able to go online for appointments but now you have to phone. You have to wait quite a long time. The care is fine. I'm impressed with the care once you get to see someone.

• Reply from Parish Fields Practice

  Thank you very much for your feedback. We are delighted to hear that you are pleased with the care that you receive at the Practice. In respect of your feedback about our appointment system, our online appointment request system usually opens at 6am each weekday that the Practice is open, although this is balanced with the need for us to ensure our clinician's workload is at safe levels. Our telephone system continues to see very high levels of calls, but we monitor closely and try to deploy our resource aligned to demand levels. Later this year we will be adding a call-back facility to our telephone system to limit the time our patients spend on hold at the telephone. Thank you once again for taking the time to provide this feedback.

• I get the right answers, the right help

  5

  Submitted by Healthwatch Norfolk staff on behalf of patient 19th April 2024

  Absolutely fantastic. I get the right answers, the right help. I call in and get a call back very quickly. I see doctors and also a nurse practitioner and I'm happy with both.

• Reply from Parish Fields Practice

  Thank you for this feedback which will be shared with, and will mean everything to, our staff who work extremely hard every day to provide the best possible levels of patient care for every patient.

• It's been fine

  4

  Submitted by Healthwatch Norfolk staff on behalf of patient 19th April 2024

  It's been fine. If we've needed to see a doctor they have accommodated us. I normally book online and that's fine. A family member had an Asthma diagnosis and the practice has taken us through that journey.

• Reply from Parish Fields Practice

  Thank you very much for this feedback, which is much appreciated. We are delighted to hear that you are pleased with the care provided by the Practice. We look forward to being of continued service.

• Excellent

  5

  Submitted by Healthwatch Norfolk staff on behalf of patient 19th April 2024

  Excellent, I've been here 30 years. The people; the staff and the nurses, they will speak to you. Getting through on the phone isn't easy.

• Reply from Parish Fields Practice

  Thank you for taking the time to provide this much appreciated feedback. We are delighted to hear that you are happy with the Practice. In respect of our telephone system, call volumes are indeed often high. We continue to monitor closely and allocate resource accordingly. Later this year we will be introducing a call-back facility on our telephone system which we hope will be helpful to our patients.

• When you can see the doctor it's quite good

  3

  Submitted by Healthwatch Norfolk staff on behalf of patient 19th April 2024

  When you can see the doctor it's quite good. They will phone if they think I need to come in face to face. I'm not too happy, how can I describe a bad knee over the phone? It's usually not too long to wait which is alright. I would like to see the doctor, not a nurse, but the nurses I see are lovely.

• Reply from Parish Fields Practice

  Thank you very much for providing this feedback. We were delighted to hear that you are pleased with our Nursing Team. All patient requests for appointments, or patients seeking help for a medical issue are triaged by our clinical team, led by a Duty Doctor, to ensure that patients are seen by the most appropriate clinician.