Paston Surgery

Feedback

• Dispensary exceptionally rude

  1

  Submitted by Anonymous 20th March 2024

  On 27th February I called dispensary to see if they had received my prescription from the hospital. The woman on the phone told me off for calling at 5:30pm, telling me that I shouldn’t be calling at that time. She made it clear that I was wrong to be doing so and that she was working the window. It was unpleasant. It was clear she was venting frustrations on me as she reluctantly asked for my details but I wasn’t staying on the phone to someone with a rude attitude when she had just told me I shouldn’t be calling at that time, so I said “sorry, I’ll call back tomorrow”. I put the phone down. I don’t know why she told me off for calling at that time as she proceeded to make 3 telephone calls and send me a text message. It felt extremely uncomfortable, borderline harassment after having just been spoken to so rudely. It genuinely made me so uncomfortable about trying to access care that I cancelled my upcoming appointments.

• Reply from Paston Surgery

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

• Difficulties getting appointments

  1

  Submitted by Paul Moorhouse 16th February 2024

  I tried in december to get an appointment and gave up i have now been calling for 3 to 5 weeks got one appointment available but as i work away in derby and work 4 on 4 off i cant just take a bit of time off to nip to the doctors i couldnt get there and i have to give a weeks notice for a day off and they will only book a week ahead i cant see a doctor.

• Reply from Paston Surgery

  Thank you for your feedback. We are very sorry that the patient is unhappy with the service they have received from the surgery. We are continuously reviewing our appointment system to offer a range of appointments to our patients including on the day urgent and routine advanced appointments. We also offer enhanced access for our patients and have a small number of evening and weekend GP/nurse pre-booked appointments available. We will be in touch with the patient to review further and to hopefully resolve the issue.

• Works For Me

  4

  Submitted by Collected by Healthwatch Norfolk Staff 13th November 2023

  I find it hard to see a doctor right away, but I can easily get an appointment with a nurse practitioner usually same day or early the following day. If the nurse practitioner gets stuck they can call the doctor in, which works quite well in my experience. Nothing is ever perfect, but I am happy with it.

• 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.

• Telephone anxiety but online forms always dow

  1

  Submitted by Anonymous 24th October 2023

  I keep getting reminders that I need to book an appointment for a blood test and cervical screening. Go online and no form available. Go to phone get told im at least 3rd in a que then hang up in panic attack. Don't ask me to make an appointment then take the online forms down! They are my lifeline I physically can't use my phone and no alternative like an email address.

• Reply from Paston Surgery

  Thank you for your feedback. We are very sorry to read that the patient is unhappy with the service they have received and our website. We are looking at ways to improve our website and the forms available to use. In the meantime, if the patient would like to contact the surgery directly, we will investigate the problem further and provide an alternative solution.

• Very difficult to make contact

  1

  Submitted by Mr Horne 30th August 2023

  By phone get told it is quicker to use the online service, waited on call for over 30 mins as caller no 5, only moved up 2 places in the queue in this time. So went to use online system only to find that this service is unavailable...! A note on site says application forms are removed during busy periods and when this happens you have to use the phone. Ridiculous system

• Reply from Paston Surgery

  We are always grateful for patient feedback and are very sorry that the patient is unhappy with the service they have received. If the patient would like to contact us directly, we will be pleased to review and discuss further.

• Website problems

  3

  Submitted by Paul Verbinnen 8th July 2023

  I'm really struggling with this website. When the practice is closed basic information disappears and is replaced with "contact NHS on 111" My non urgent enquires just need info I can read. Additionally, when the practice sends a message it sometimes comes through and sometimes not. It's not immediately on the website where to track down replies. "Unread messages" just relate to general admin points. Confusing and not intuitive .

• Reply from Paston Surgery

  Thank you for your feedback. We are sorry to read of the difficulties you have experienced with our website. We will be in touch to find out more information and will investigate the problem further.

• Making appointments

  1

  Submitted by Anonymous 5th April 2023

  Trying to make appointments at this surgery is always met with the response that ‘they have not been released yet’ where are they being ‘released from’. Surely appointments can be made in advance! The wait time on the phone is appalling upwards of 30minutes and then it’s the question and answer period with a receptionist! Having had major surgery three times none of which was diagnosed by this surgery my confidence in this surgery is very low. Also made a complaint to the general manager, he telephoned me and made the usual ‘we will do better’ remarks. Still waiting!!!

• Reply from Paston Surgery

  Thank you for your feedback. We are very sorry to read that the patient is unhappy. Routine appointments are available to book in advance, they are released weekly, but due to demand get booked up quickly. Our receptionists need to ask questions in order to know how best to help. As the patient has posted anonymously, we are unable to review treatment and diagnosis. Please contact us directly and we will be pleased to review.

• Lost medication order

  1

  Submitted by Anonymous 12th January 2023

  I used to fill in online Repeat Prescription Request form on Paston Surgery web page and used to get confirmation txt message.After I waiting 1 week, 2 weeks but don;t get medication because the pharmacy didn't get presciptions.Called Paston Surgery and they don't used to find my order. Once when I sent more order the receptionist called me why we need Canesten cream.I explained and waiting when I can collect medication but the pharmacy still didn't get presciption.Called surgery and they didn't find any of my online order again. Called surgery to order medications on phone but the told I need to order online.But my order used to disappear and we running out of medication and catheter and urine bag,etc.....This gentleman's wife passed away May 2021 but they still want to talk to Ms X Y when they call the landline.

• Reply from Paston Surgery

  We are sorry to read of the patient's difficulties they experienced. If the patient contacts us directly, we will be pleased to raise a complaint and carry out an investigation for them.

• Appalling service.

  1

  Submitted by Emma Stephens 11th November 2022

  My daughter has been with this doctors since birth. She has a very rare brain condition and is also blind. She requires a lot of medication day to day. We moved out of North walsham and I phoned the doctors and told them our new address and asked if we could stay due to my daughters conditions and medication. They agreed to this and said it's fine. 4 months later we received a letter in the post saying we are being removed from their doctors and to find another one in 30 days. I rang and asked why as I was confused because they told us we could stay but the doctors have changed their mind in case we need a home visit but I explained we never will need one but it wasn't good enough so now we having to register to a new doctors and going to have to now explain her condition to another doctor and also find a new pharmacy before she runs out of medication. This is very stressful.

• Reply from Paston Surgery

  We are always grateful for patient feedback and are very sorry that the patient is unhappy and feeling stressed. The full circumstances have been reviewed on more than one occasion. Patient safety remains paramount in making such decisions.

• Absolutely Pleased

  5

  Submitted by Collected by Healthwatch Norfolk Staff 12th August 2022

  I'm extremely happy with the surgery. I've had to use it a lot recently and it's been very good. Absolutely pleased. I call up to make appointments. Sometimes I do have to wait a while on the phone as demand is high.

  
  
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