East Norwich Medical Partnership

Feedback

• Blood test appointment

  1

  Submitted by Helen Baker 25th March 2022

  I am required to have monthly blood tests . I rang to book one only to be told that the next available appointment is in nearly seven weeks time. They are snowed under! This is not acceptable for a blood test. You should be taking on more staff instead of expanding and taking on more patients

• Reply from East Norwich Medical Partnership

  Dear Helen, Thank you for raising your concerns via the practice complaints email address and via the Healthwatch feedback facility. I have already responded to you via email advising the shortage of appointments was temporary due to staff vacancies and the practice had secured a locum phlebotomist to help with the shortfall. Phlebotomy services is not a service that practices have to offer to patients under their General Medical Services Contract, but we have chosen to do so even through the current staffing difficulties. Not all practices in Norwich provide a phlebotomy service and therefore their patients are seen at the Walk-In-Centre or Community Hospital to have their blood taken. Yours sincerely Carol Postle Compliance Manager

• I don't know how I can book an appointment

  3

  Submitted by Feedback collected by Healthwatch Norfolk staff 23rd March 2022

  I have no landline, mobile phone or internet at home. I have to go for a blood test every 4 weeks which the nurse just books in the next one when I go. When I arrive there is never anyone on reception, the nurse just comes out to find me, it is normally around lunch time so I don't know if that is why but I am due a medication review and if I can't go into the surgery to book an appointment than I am going to have to go to the library to use the computer to book an appointment. The Nurse is very friendly and helpful and when I see one the doctors are good. I liked that when they did my Covid jab they also took time to do my blood pressure which I found helpful.

• Reply from East Norwich Medical Partnership

  Dear Anonymous, I am sorry to learn of your difficulties of booking an appointment when attending Thorpe Health Centre. Over the past year we have been challenged in recruiting staff, this has meant closure of the reception at Thorpe on certain days. We do notify our patient via text message should this happen; it is unfortunate that you do not have a telephone to enable receipt of these messages. Along with other surgeries in Norwich we are experiencing difficulties recruiting reception team members. Once we have successfully employed new staff members there will be a greater continuity in the opening of the reception area at Thorpe Health Centre. The reception at Aslake Close Sprowston is open daily (closed between 1 and 2pm). As this is some distance from Thorpe Health Centre it may be difficult for you to attend. If you are willing for Healthwatch to pass on your details to me I can look in more detail of how the practice may be able to help you. Yours Sincerely Carol Postle Compliance manager

• Poor patient experience

  1

  Submitted by Anonymous 15th February 2022

  Poor patient experience overall, incorrect information recorded on the system, concerns not addressed by GP, lack of specialist knowledge and extremely rude GPs.

• Reply from East Norwich Medical Partnership

  Dear Anonymous I am sorry to hear of your dissatisfaction with the service provided by the surgery. To enable the practice to explore your concerns further please submit further details via our complaints email address ENMP.complaints@nhs.net. Yours sincerely Carol Postle Compliance Manager

• 1 star is too generous!

  1

  Submitted by Anonymous 8th February 2022

  This doctor surgery needs to be reviewed for its service. I work for the NHS so I get what tough times these are and have been, however this doctor surgery is appalling. I have had no end of issues from not being to ever get an appointment, to them losing my anti D injection, to them making my newborn wait over and hour for her appointment while screaming in the surgery…that’s just to name a few. If you look on Facebook or google at any reviews about this surgery it will give you more evidence of the service provided…or lack of.

• Reply from East Norwich Medical Partnership

  Dear Anonymous I am sorry to hear of your disappointment with the service you have received at the practice. May I ask if you have brought these concerns to the attention of the practice to enable further investigation of the points you have raised? The practice does have a complaints policy which is available on our website along with the practice complaints email address ENMP.complaints@nhs.net please write to myself with your personal details to enable a thorough investigation to take place. Yours sincerely Carol Postle Compliance Manager

• Friendly efficient professional practice

  5

  Submitted by Barry Marrable 11th December 2021

  My wife and I have been patients at East Norwich Medical for over 40 years and have no negative comments to make . The doctors there are very proactive promoting prevention and healthy lifestyle and it’s so nice to see 2 of the Doctors there actually putting that to practice by regularly participating in Saturday morning Parkruns.Well done all of you at the practice including administrative staff in these difficult times .

• Reply from East Norwich Medical Partnership

  Dear Barry, Thank you for taking time to place such a lovely positive comment on the Healthwatch website, please be assured this will be shared with the practice team. It is lovely to receive such kind words which are always appreciated, particularly whilst we are working through the pandemic and the additional work this has entailed. Yours sincerely Carol Postle Compliance Manager

• Excellent Service

  5

  Submitted by Anonymous 13th November 2021

  I rang the surgery at 10.30 am and spoke to a very pleasant lady who said that a GP would call me between 14.00 and 18.00 to discuss my problem. I received a call at 17.00 and the GP was very helpful and spent a considerable amount of time with me giving me lots of really helpful information. He also issued a prescription which I was able to collect first thing the following morning. I came off of the phone feeling very reassured. We are always quick to complain but not so quick to praise and on this occasion I felt the service I received was excellent . I have also just attended the flu clinic at the surgery which was very fast and efficient.

• Reply from East Norwich Medical Partnership

  Dear Anonymous, Thank you for placing such a lovely comment on the Healthwatch website. On behalf of the practice, I would like to say thank you for your positive comments, which will be shared with the practice team. It is lovely to receive such kind words which are always appreciated, particularly whilst we are working through the pandemic and the additional work this has entailed. Yours sincerely Carol Postle Compliance Manager

• Excellent team work

  5

  Submitted by Melanie Andrews 5th November 2021

  I just wanted to thank all the staff for being absolutely amazing. Yes I know you are all having a tough time dealing with difficult situations and no doubt people are complaining (it’s in our nature) but I have no complaints at all. The 3 times I have had to call the surgery and received calls backs I have been completely satisfied. I really don't think people understand how difficult it is for you but I certainly do understand. Keep positive, and please continue to do your work just as you are. You are all amazing and I am eternally grateful for your team work. Well done ENMP. Stay safe. mile you way through. Much love to you all.

• Reply from East Norwich Medical Partnership

  Dear Melanie, Thank you for taking the time to place a comment regarding your experiences with ENMP. On behalf of the practice, I would like to say thank you for your positive comments, which will be shared with the practice team. It is lovely to receive such kind words which are always appreciated, particularly whilst we are working through the pandemic and the additional work this has entailed. Yours sincerely Carol Postle Compliance Manager

• UNABLE TO GET AN APPOINTMENT

  2

  Submitted by Anonymous 2nd November 2021

  my wife has been suffering with a severe chest infection and needs anti bioctics but I just cannot get an appointment.I have spent hours on the phone only to be told to ring at 8 oclock in the morning.On ringing at 7.59 in the morning I am told the call queue is full and ring back later.Whatever kind of service is this.

• Reply from East Norwich Medical Partnership

  Dear Anonymous, I am very sorry to hear of your experience. As this has been placed anonymously, I am unable to investigate the concerns you have raised in more detail it would not be fair of me to make any comments without the full facts. The general guidelines for medical support are as follows; for same day help patients ring at 8am, telephone appointments are allocated depending on clinical need, some patients may be directed to other services which would be able to meet their needs more effectively for example the optician for minor eye problems. Once the same day telephone appointments have been allocated patients are then referred to other services such as the Walk-In-Centre who are able to provide care and prescribe antibiotics. For non-urgent telephone appointments, the ideal time to ring would be after 9am. The practice has been aware of the problems with the telephone system and measures have been put in place to enable a more efficient system, this came into being at the end of November. We have also trained more staff to enable a faster response time at 8am. At times the practice will be short staffed due to the current pandemic. Appointments are also available for phlebotomy and chronic disease management, smears etc with the nursing team. I do hope you find this explanation helpful. Yours sincerely Carol Postle Compliance Manager

• Lack of care or skill

  1

  Submitted by Anonymous 1st November 2021

  I was at Thorpewood Medical Group and there was a lack of skill or care by reception staff. GPs are useless and will often shorten appointment times by diagnosing without asking all necessary questions or reviewing the issue. This often leads to multiple appointments to resolve a single issue. Moved to Thorpe Health Centre (St. Williams Way) and received worse treatment. Always told to go to Walk-In Centre or call 111. Often go to A&E to be seen when needed which puts unnecessary pressure on NNUH.

• Reply from East Norwich Medical Partnership

  Dear Anonymous Thank you for taking the time to post your concerns, we are unable to comment on other surgeries working practices. Here at Thorpe Health Centre, we run a total triage system as set out by NHS England and the Department of Health and Social Care. Under the total triage system appointments are via the telephone, a face-to-face appointment will be given based on clinical need. All calls are to the practice are managed by the reception team, who will ask the patient their concerns and will then direct accordingly. The patient may not need to be seen at the practice, minor illness can be managed by the team at the Walk-In-Centre, the 111 staffs are trained to give medical advice, minor eye concerns can be managed by an optician. Medication advice can be given by the pharmacist and physiotherapy can be booked directly by the patient. It is unfortunate that you feel the need to travel to A&E as the services I have mentioned have been put in place to support general practice and the patient. Our aim is to see the patient at the surgery, however once our appointment allocation has been taken up or it is a ‘problem’ that can be dealt more effectively with one of the services above that is the advice you will be given. I hope my explanation has been of some help to you of how the practice is working in these very difficult times both for the patient and the surgery. Yours sincerely Carol Postle Compliance Manager

• No waiting

  5

  Submitted by Collected at a Healthwatch Norfolk Event 29th October 2021

  Staff were very good, there was no waiting, the communication was good. I find the surgery very good.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions after your flu clinic appointment. On behalf of the practice, I would like to say thank you for your positive comments, which will be shared with the practice team. It is lovely to receive such kind words which are always appreciated, particularly whilst we are working through the pandemic and the additional work this has entailed. Yours sincerely Carol Postle Compliance Manager