Paston Surgery

Feedback

• Getting an appointment is a piece of cake!

  5

  Submitted by Healthwatch Norfolk staff on behalf of person 21st August 2024

  Excellent! They always see to me when I want to be seen to. Getting an appointment is a piece of cake!

  
  
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• Really good

  5

  Submitted by Healthwatch Norfolk staff on behalf of person 21st August 2024

  Recently I've had different conditions diagnosed. I saw one doctor. When I called I spoke to a different doctor but they checked between themselves and the first doctor called me back. It all married up. Really good. The receptionist was very knowledgeable. I've had phone calls to check on me. It shows they care.

  
  
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• Brilliant

  5

  Submitted by Healthwatch Norfolk staff on behalf of person 21st August 2024

  Brilliant. I've seen a nurse. She was explaining things very well. Very good. Very thorough. Reception was good.

  
  
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• I find the care is as good as anywhere

  3

  Submitted by Healthwatch Norfolk staff on behalf of person 20th August 2024

  The difficulties I experience trying to get an appointment is the same across the NHS. To get a planned appointment with a doctor takes weeks and weeks. It is real trial and error if you phone. Once I have an appointment I find the care is as good as anywhere. It's a good nursing service as well. A more customer friendly approach would help. It doesn't really feel bright and welcoming.

• Reply from Paston Surgery

  Thank you for your feedback. We are sorry to hear some of the problems you have encountered. If you could contact the Practice by using our webform https://www.pastonsurgery.nhs.uk/navigator/feedback/ we will be pleased to look into the matter further for you.

• I can always get an appointment

  4

  Submitted by Healthwatch Norfolk staff on behalf of person 20th August 2024

  I can always get an appointment. They have misdiagnosed but I think that was just a lack of experience. Getting an appointment is never an issue, especially not with my daughter. They pick up the phone.

• Reply from Paston Surgery

  Thank you for your feedback. We are very pleased to hear that you have recently been impressed with the service you have received from Paston Surgery. Thank you for letting us know.

• A receptionist always asks what the problem is

  3

  Submitted by Healthwatch Norfolk staff on behalf of person 4th July 2024

  I went there for tests and then it was revealed I was pre-diabetic. I had to ask, "where has that come from?" It was only because I asked for the test. It was the first I'd known about it. If you have serious issues they will get you in but other than that you have to call and wait. A GP calls back and then it's a video call to decide whether or not to give you an appointment in person. A receptionist always asks what the problem is but I don't think it's their business. You never get to see your own doctor. Once you're in though, you can't find fault with the doctors and nurses.

• Reply from Paston Surgery

  Thank you for your feedback. We are sorry to hear about some of the problems you have encountered. If you could contact the Practice by using our webform https://www.pastonsurgery.nhs.uk/navigator/feedback/ we will be pleased to look into the matter further for you. Our receptionists are trained to ask relevant questions to ascertain the best course of action for our patients and to ensure the enquiry/concern is dealt with by the correct member of our clinical team within the appropriate timeframe. Thank you for letting us know your thoughts.

• At my age they look after me

  4

  Submitted by Healthwatch Norfolk staff on behalf of person 4th July 2024

  Very good. I get appointments when I need. I suppose at my age they look after me with appointments. It's very good. Appointments are on time and they keep to time. It's efficient. I don't mind having an appointment on the phone if it's appropriate and they have me go in if needed. The communication is quite good but you have to wait in the queue on the phone quite often. That's one of the snags.

• Reply from Paston Surgery

  Thank you for your feedback. We are pleased to hear you are happy with the service you receive from Paston Surgery. We appreciate how frustrating it can be waiting in a call queue, we do monitor our telephone call numbers and waiting times, and we aim to deal with these as quickly as possible. Thank you for letting us know your thoughts.

• Overall they're okay

  4

  Submitted by Healthwatch Norfolk staff on behalf of person 4th July 2024

  No problem, They're not bad. If you have anything genuinely wrong, they deal with it. I often communicate with them by email and I find that useful. I go every six weeks or so for a check up. They call me in and arrange it for me. The doctors and nurses are all fine. I was disappointed when my regular doctor left. We try not to have to park, rather we walk. I find that they don't want to talk. You can be first in the queue and can be waiting some time. But overall they're okay.

• Reply from Paston Surgery

  Thank you for your feedback. We are pleased to hear you are happy with the service you receive from Paston Surgery. We are continuously monitoring our incoming telephone call numbers and wait times as we appreciate how frustrating it can be for patients waiting in a queue. However, at certain days/times of the week our telephone lines can be extremely busy due to increase demand, we do aim to deal with these as quickly as possible. Many thanks for letting us know your thoughts.

• Quick appointment

  5

  Submitted by Healthwatch Norfolk staff on behalf of patient 24th April 2024

  I have been very happy with them. When I needed an appointment recently, they saw me very quickly.

• Reply from Paston Surgery

  Thank you for your feedback. We are really pleased to understand that you have recently been impressed with the service you have received from Paston Surgery. Thank you for letting us know.

• It has got a lot better

  5

  Submitted by Healthwatch Norfolk staff on behalf of patient 24th April 2024

  It's changed a lot over the past year/18 months, and has got a lot better. I went in to get a blood test and they were able to see me straight away, which was great. I will have to wait six months to get the treatment at the Norfolk and Norwich, but the doctor said as long as it gets fixed on time it should be ok.

• Reply from Paston Surgery

  Thank you for your feedback. We are really pleased to understand that you have recently been impressed with the service you have received from Paston Surgery. Thank you for letting us know.