Sheringham Medical Practice
Feedback
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Highly satisfied.
11th May 2024Appt was with dr stenberg.she was friendly thorough and very professiona..
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Reply from Sheringham Medical Practice
Thank you for taking the time to provide positive feedback we will share this with the team. -
A face to face appointment would surely have been common sense?
26th April 2024It's difficult to get an appointment. I have no confidence that things will be followed through. I know someone who had a really bad back and the surgery insisted on a telephone appointment which they had to wait a few days for. This person was in great pain and a face to face appointment would surely have been common sense?
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Reply from Sheringham Medical Practice
We are sorry if you find our current system in accessing your GP service at the practice to be unsatisfactory and we are genuinely sorry to hear that you have lost confidence that things will not be followed through. General Practice is facing significant challenges with increased demand and as a practice we aim to provide a high-quality and safe service. We introduced the telephone triage system with the objective of improving patient access and clinical care. Whilst face to face consultations are essential for some cases telephone triage can increase efficiency it allows clinicians to manage urgent cases promptly and reduces the need or unnecessary face to face consultations. To enable the practice to respond specifically to your concern could you please contact our Practice Manager by email: sheringham.managers@nhs.net or by phone 01263 820512. If you prefer you can also contact our patient participation group who would be happy to discuss your concerns email sheringhamppg@gmail.com. -
I've lost all faith
26th April 2024It used to be very good. Nothing against nurses but I would rather see a doctor. I've lost all faith in the surgery. If I could, I'd move to a different surgery.
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Reply from Sheringham Medical Practice
We welcome patient feedback as a means of helping us improve patient services. We also maintain a policy of continuous improvement which means that our systems are subject to regular reviews to see if we can refine our approach to deliver enhanced patient care. I am sorry if you find our current system in accessing your GP service at the practice to be unsatisfactory and I am genuinely sorry to hear that you have lost all faith in the surgery. Demand and complexity in general practice is increasing and our practice is facing a widening gap between patient demand and the capacity we have available to meet that demand. We appreciate that it can be frustrating when you can’t obtain what you feel you need from the practice. However, we have pressures and workforce challenges, and the surgery has had to be innovated in response to the challenges we face. NHS England introduced Active Signposting initiative which is designed to connect patients more directly with the most appropriate source of care for patients. At Sheringham our reception team are specifically trained and will ask you questions and utilise a patient protocol to help ensure you see the most appropriate person in practice. We have a team of healthcare professional who work at the practice and in the wider community such as Clinical Pharmacist, Nurse Practitioners, First Contact Physio, Social prescribers, Mental Health Practitioners, Practice Nurses and Health care Assistants to help ensure patients get the right care when they need it without the need for patients to see a GP. If your ailment is appropriate for a GP you will be offered an appropriate appointment on the day or pre-bookable. We hope that our explanations address your concerns, that this goes some way to reassuring you, and that we can rebuild your confidence in the services that we provide. We always aim to provide a high standard of service and very much welcome patient feedback to inform learning and improvement. If you would like to discuss your concerns or our response, please contact our Practice Manager by email: sheringham.managers@nhs.net or by phone 01263 820512. If you prefer you can also contact our patient participation group who would be happy to discuss your concerns email sheringhamppg@gmail.com. -
Impossible to contact
23rd March 2024No Email facility No messaging facility Never answer the phone
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Reply from Sheringham Medical Practice
We welcome patient feedback as a means of helping us improve patient services. We also maintain a policy of continuous improvement which means that our systems are subject to regular reviews to see if we can refine our approach to deliver enhanced patient care. Firstly, I would like to apologies for any inconvenience the situation caused you. Following your feedback we have added our Team email addresses to our new website. Patients also have the option to ask the practice a question via a link on the website, however this functionality is only available during our core hours. If you would like to discuss your concerns further, please contact our Practice Manager by email: sheringham.managers@nhs.net or by phone 01263 820512. If you prefer you can also contact our patient participation group who would be happy to discuss your concerns email sheringhamppg@gmail.com. -
Telephone conversation with a doctor
20th February 2024It took me more than a month to calm down and recover from this horrific experience. I have suffered from depression and anxiety all my life due to a lifetime of abuse. A locum doctor was very understanding and keen to help but left before I could see him again. I was apprehensive about talking to the other doctors as I know they have shown very little empathy in the past. I urgently need help for other problems (early signs of skin cancer) but am fortunate enough to have self-funded private health insurance, so I won’t be bothering the practice doctors and I’ll get a fast diagnosis. I have never been rude or lost my temper with anyone. Because of the abuse I treat people the way I want to be treated. My telephone conversation with this doctor was the worst conversation I have ever had. They didn’t listen and interrupted me constantly, knew nothing about my history, wouldn’t answer any of my questions and wasn’t interested in helping me. I felt that their tone was abusive and reminded me of my own abusers. As a result I challenged them instead of just agreeing like I usually do. In hindsight I feel better for finally standing up for myself although I won’t be making a habit of it. This doctor is in my opinion not fit to speak to patients. The population here is mainly elderly and I think it’s very likely that they speak to them in the same condescending way. It’s depressing and worrying that so many doctors don’t understand the importance of people skills and bedside manners nowadays.
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Reply from Sheringham Medical Practice
We welcome patient feedback as a means of helping us improve patient services. We also maintain a policy of continuous improvement which means that our systems are subject to regular reviews to see if we can refine our approach to deliver enhanced patient care. To enable the practice to respond to your concerns could you please contact our Practice Manager by email: sheringham.managers@nhs.net or by phone 01263 820512. If you prefer you can also contact our patient participation group who would be happy to discuss your concerns email sheringhamppg@gmail.com. -
Very helpful and supportive management
19th February 2024I recently had a meeting with the practice manager to discuss a number of minor issues. I was pleasantly surprised with her extremely helpful attitude. She showed a lot of understanding and empathy. She gave up a large part of her day to have a conversation with me and is without a doubt an asset to the practice.
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Reply from Sheringham Medical Practice
Thank you for your kind feedback we will share this with the team. Sheringham Medical Practice -
I would prefer more real life interaction
2nd February 2024I don't see how everything can be done over the telephone. I understand that they're busy but I would prefer more real life interaction.
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Reply from Sheringham Medical Practice
Thank you for your feedback - I would like to say that I am sorry if you find our system of booking an appointment to be unsatisfactory and if you have experienced inconvenience and frustration as a result of this. The system was introduced with the objective of improving patient access and clinical care by eliminating the traditional "first past the post" approach to booking an appointment. Under the previous system, a patient would have had to wait for anything between two days and four weeks for a routine face to face appointment without any direct contact with a clinician, whereas under this system, clinical contact is usually established the same day or with in 2 weeks. In the majority of instances, actually improved the speed with which clinical consultations occur and, if you phone on one of your preferred GP’s clinical days they have a number of telephone consultations that can be booked on the day. Furthermore, you also have the choice of pre-booking a telephone consultation up to four weeks in advance, subject to availability. Either way, upon speaking with your doctor they will then arrange for you to be seen face to face in a timeframe in accordance with clinical need or help you over the phone if clinically appropriate and safe to do so. We do also offer face to face appointments with our Practice Nurses, Nurse Practitioners, Mental Health Practitioners and social prescribers. If you would like to discuss further please contact sheringham.managers@nhs.net -
The Nurse explained how to enter the building
2nd February 2024I had an appointment with the nurse practitioner on a Saturday. When I arrived I didn't know how to gain entrance as I hadn't been told there would be no-one on reception. I couldn't see how to get in so I left. Not long after the nurse telephoned me and I offered to go back but she was very apologetic and told me that she'd had to move on to her next appointment. She explained to me exactly how to gain entrance to the building next time I have a weekend appointment.
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Reply from Sheringham Medical Practice
Thank you for your feedback. We are sorry that you were not advised when you booked your appointment that the main doors would be locked and how you would be able to gain access to the practice on a Saturday. Following your feedback we now have signs outside the front door advising patients to go to the fire exit door and ring the bell. We also ask the receptionist to advise the patient when booking the appointment and we send text messages to all patients the day before their appointment. Again we are sorry for any inconvenience caused. -
A really good experience with a locum doctor
2nd February 2024I had a really good experience with a locum doctor. I was having a really tough time and the doctor was so professional and understanding. I felt valued which I really needed at the time.
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Reply from Sheringham Medical Practice
Thank you for taking the time to feedback your comments. It is lovely to receive positive comments and I will feedback to our team. -
No desire to help whatsoever from reception
20th October 2023Called 19th to book tel appt with dr following his request. No appts available, but would be late pm and I would receive a callback. Of course receptionist couldn’t be bothered. Called back 20th , next available appt November. Said I was promised a callback Reply , don’t know who told you that it doesn’t work that way This is abysmal, some serious training needed in your practice. Diary handling has to be a priority for frontline staff Whilst I don’t mind giving basic information I’m not giving medical details that I feel are personal to non medical people Although they think they are trained to decide what’s important and what isn’t Dreadful
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Reply from Sheringham Medical Practice
We welcome patient feedback as a means of helping us improve patient services. We also maintain a policy of continuous improvement which means that our systems are subject to regular reviews to see if we can refine our approach to deliver enhanced patient care. We are sorry that when you contacted the practice you did not receive the service you were expecting. We will review the concerns that you have raised and share the findings and any learning points with the team at the practice.