Prospect Medical Practice

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• Alright when in but hard to get appointment

  3

  Submitted by collected by Healthwatch Norfolk staff 9th September 2024

  When you call you can be 30th in the queue then reception tell you to use the walk-in but I can't get there, I'm in my 80s. When I finally get in and see someone it is alright.

  
  
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• The practice has been very helpful

  5

  Submitted by Anonymous 16th August 2024

  I contracted an infection whilst on holiday which has proven difficult to treat. The practice has been very helpful and keep contacting me to see how I'm doing. Really seem to be trying hard and caring about my wellbeing. This couldn't fault them. This practice really seems to care even the reception staff have been good, so I'm very satisfied with the care I have been afforded

  
  
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• Doctor is kind

  4

  Submitted by Collected by Healthwatch Norfolk staff 27th June 2022

  I find this surgery pretty good when you can get in. The doctors are kind and considerate. The reception staff are nice on the phone and when you come in. I do put off coming in till it is urgent as I don't want to waste anyone's time.

  
  
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• Doctors are nice

  3

  Submitted by Collected by Healthwatch Norfolk staff 27th June 2022

  The doctors are all nice and good, they give a lot of care and attention. The nurses are also good. I feel like I am taken seriously.

  
  
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• Since pandemic gone down

  3

  Submitted by Collected by Healthwatch Norfolk staff 22nd June 2022

  I would like to be able to get a same day appointment, you have to wait to even get a phone call. I had a scan in May and haven't had a call with the results.

  
  
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• The staff are nice

  4

  Submitted by Collected by Healthwatch Norfolk staff 22nd June 2022

  I've been a patient here 15 years and the staff are nice. When you get through they get you in as quick as they can.

  
  
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• All very helpful

  5

  Submitted by Collected by Healthwatch Norfolk staff 22nd June 2022

  I think at this surgery they are all very helpful.

  
  
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• Always found staff polite and helpful

  5

  Submitted by Collected by Healthwatch Norfolk staff 21st June 2022

  I have always found staff polite and helpful here - no problems at all.

  
  
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• Very difficult to contact gp

  1

  Submitted by Anonymous 13th July 2021

  The practice pre covid was quite good unfortunately like many other practices it has gone downhill in terms of contacting your GP. It is now seemingly very difficult and one is unlikely to be able to get to talk to your GP either by phone or an actual appointment. Phone line has long queues and when you do get through it will be reception staff who now seemingly form an almost protective wall around your GP. Messaging GP is intercepted by these folks who will reply for you to telephone! Patients are getting now a very raw deal , there is seemingly little primary health care being done by this practice. I have to go to walk-in centre or A&E, the latter seems to be where you end up even if you go to the walk-in centre first quite often!

• Reply from Prospect Medical Practice

  Thank you for your review on the Healthwatch site. We are sorry that you have had cause to leave such a negative review. We have done our best to ensure that patients are still able to speak to GPs or see them in very difficult circumstances and under directives which NHSE have stipulated to us throughout the COVID pandemic. We realise its been a very difficult and frustrating time both for patients and for us and this was a national directive for all surgeries not just ours. In order to try to improve things we upgraded our telephone system earlier this year which has enabled people to work from home as well and deal with telephone calls to patients. We knew the old system was not fit for future purpose and realised that patients often got an engaged tone but now the queuing system means that patients will be dealt with and they wont have to keep trying to get through. This system has also enabled staff to work from home and deal with calls in times of isolation so that patients are still able to be dealt with. We feel your comment about the receptionists putting a protective wall around the GPs is unfair as all the reception staff operate under the guidance of the GPs and in a way they have been instructed to work by the GPs. They do not take things upon themselves. With expanding clinical roles, GPs may not necessarily be the best person to deal with patients problems anymore as we have physio\'s, pharmacists, paramedics and other healthcare professionals available to compliment the team. We also have improved access at two other surgeries available within Norwich where appointments permit, to allow patients more access to GPs. The walk in centre is another option available to patients when we have exhausted our capacity for the day. Our doctors and staff are working very long hours to meet the demand of patients and have been doing so throughout the pandemic. Even when we have had to close our doors in line with the NHSE guidance, we have continued to work as normal as possible. I am sorry that you feel we are not providing you with a good service but we do endeavour to do our very best every day we are working within the surgery for our patients.

• Always had positive experience here

  5

  Submitted by Anonymous 25th February 2020

  Best practice I've been to in Norwich and always seem to get sufficient time unlike many other practices

  
  
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