East Norwich Medical Partnership

Feedback

• Flu clinic great

  5

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

  I only come once a year and the flu clinic is great. While I was here they took my blood pressure and did a blood test too. The staff were good. I have struggled to get an appointment for a family member though.

• 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. We do hope you have been successful in arranging an appointment for a member of your family. In the first instance all doctors’ appointments are via the telephone unless you required an appointment for a nurse or phlebotomist. Yours sincerely Carol Postle Compliance Manager

• Nice staff

  5

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

  The flu clinic was very quick, I went straight in, it was very well organised. The staff were nice. Before Covid I found this surgery very good but now it is hard to see a doctor, but when you are in the surgery it is 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 regarding your flu clinic experience, which will be shared with the practice team. The practice is continuing total triage under the direction of NHS England and the Department of Health and Social Care. Should the clinician wish to see you face to face the clinician will arrange an appointment when speaking with you. Yours sincerely Carol Postle Compliance Manager

• Always feel looked after

  5

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

  I have been using this practice all my life and it has always been good. The staff are friendly and polite and I have never had any problems. Today at the flu clinic I was in and out on time. I always feel looked after.

• 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

• All good

  5

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

  At the flu clinic I was in and out quickly. It was strictly to time. There was good communication and all was good. The only thing I struggle with is getting through on the phone.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions after your flu clinic appointment. Since you have spoken with our colleagues from Healthwatch we have reviewed out telephone set up and made some significant changes. We do hope you have a more positive experience when contacting the surgery in the future. Please let us know. On behalf of the practice, I would like to say thank you for your positive comments, which will be shared with the practice team. Yours sincerely Carol Postle Compliance Manager

• All Brilliant

  5

  Submitted by Collected at a Healthwatch Norfolk Event 27th October 2021

  All brilliant, helpful and kind when I attended the flu clinic. They were nice and friendly and let my husband come in with me which is important as I struggle on my own.

• 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

• Excellent today, but not always.

  3

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  When you get to see doctor it is fine but you do have to wait. Based on flu clinic alone it would have been 5 star.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions after your flu clinic appointment. Thank you for your feedback, regarding seeing a doctor. We would like to advise that we are currently working a total telephone triage system in line with NHS England and the Department of Health and Social Care. We have been working with this system since the beginning of the pandemic, to ensure we protect our vulnerable patients and the staff at the practice. This will impact on the length of time it takes to speak with a clinician. Yours sincerely Carol Postle Compliance Manager

• Always good

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Always good but we don't come very often.

• 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

• Not happy

  2

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  I have had to wait 18 months for a blood test and I want to see a doctor and can't.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for speaking with one of our colleagues from Healthwatch. As your comment was placed anonymously, we are unable to explore the circumstances, we do hope you have been able to speak with a clinician at the practice. Currently, all contact with the patient is via the telephone, this is to protect the vulnerable patients and staff at the practice. Should the clinician wish to see you face to face an appointment will be made. Yours sincerely Carol Postle Compliance Manager

• Fine

  5

  Submitted by Trevor collected at Healthwatch Norfolk event 25th October 2021

  Only waited 10 minutes for todays appointment

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to speak with one of our colleagues from Healthwatch at your flu clinic appointment. Your feedback is important to the practice. Yours sincerely Carol Postle Compliance Manager

• Good

  4

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Arrived early and seen early

• Reply from East Norwich Medical Partnership

  Dear Patient Thank you for speaking with our Healthwatch colleague after your flu clinic appointment. We are so pleased you had a positive flu clinic experience. Yours sincerely Carol Postle Compliance Manager