East Norwich Medical Partnership

Feedback

• Would like to see GP face to face

  4

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Normally no problems, although it can be frustrating getting through on phone. I would like to see a GP face to face. I was told I would get a phone call but I ended up with a text message which only told me what was on their website anyway.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to talk with our colleagues from Healthwatch after your flu appointment. We are currently working with the total triage system as advised by NHS England and the Department of Health and Social Care. This protects out vulnerable patients and members of staff, enabling the practice to continue running a service. Should the clinician wish to see a patient face to face they will arrange an appointment at the time of the call. I am unable to comment on your query as this feedback has been placed anonymously. Yours sincerely Carol Postle Compliance Manager

• Very good at flu clinic today

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Very good, but I have not been since my last flu jab.

• 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. Yours sincerely Carol Postle Compliance Manager

• Good today but often very bad.

  3

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  The clinic today was good and on time. It has been very bad though. I have tried to see a GP and I sent an online message but I have had no reply. I have now given up trying to get help. I am very disgruntled.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to speak with our colleague from Healthwatch after your flu clinic appointment. We have now resolved the issues regarding responding to the website and answering the telephone, this was mainly due to staff shortages. Thank you for your positive feedback regarding your flu clinic experience. Yours sincerely Carol Postle Compliance Manager

• Brilliant

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Brilliant the nurse was lovely and I have no complaints. Sometimes you have to wait to get in but I understand why.

• 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 fine

  4

  Submitted by Collected at a Healthwatch Norfolk Event 25th October 2021

  Attended Flu clinic today and everything has been fine. I didn't even feel the needle go in. The staff were brilliant and the appointment was on time. I find this surgery normally 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

• Hard to see a Doctor

  3

  Submitted by Collected at a Healthwatch Norfolk Event 25th October 2021

  Trying to get to see a doctor is so hard. The lack of face to face appointments is frustrating. Once you do get in all is fine. The flu clinic today was fine, there was no problems at all

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions after your flu clinic appointment. A face-to-face appointment is not available routinely due to the COVID situation. In the first instance all patients wishing to see a GP are offered a telephone triage appointment, should the clinician wish to see the patient they will then arrange the appointment. We are running the total triage system under the direction of NHS England the Department of Health and Social Care. This is to protect our more vulnerable patients and members of practice staff to ensure we continue running a service. Yours sincerely Carol Postle Compliance Manager

• Very good today

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Very well organised at flu clinic today. The surgery at Thorpe is always very good too.

• 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

• Very good

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Excellent doctors, even through lockdown have been supportive. Always seen me when I needed. I book online. I do think it is difficult for older people like my neighbour who cant book online.

• 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. Please be assured should we be short staffed due to COVID variants we will prioritise answering of the telephone as we are aware of our more elderly patients who may not have internet access. 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

• Flu clinic good

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  There was a problem with blood vials and I had to wait, but this was not the GP's fault.

• 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 and for your understanding of the national problems of blood vials. 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

• Difficult getting through on phone

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Good today but getting through on phone is difficult. Waiting for GP to call back can be difficult as well as you have no idea when they will call. It would be good to have a time slot when the GP will call. It is awkward as the patient.

• Reply from East Norwich Medical Partnership

  Dear Patient Thank you for taking the time speaking with one of our colleagues from Healthwatch after your flu clinic appointment. We did recognise we had a problem with the telephones system and after talks with our provider we made significant changes. We also trained further members of the practice staff to take telephone calls at peak times. This has had a marked effect on the call waiting times bringing them down to approximately fifteen minutes. This can only be maintained if we have staffs to take the calls, let’s hope we do not have further COVID variants to contend with. We are unable to give an exact time for a return call from the GP however should be given an AM or PM message. The calls are prioritised by the clinician. Yours sincerely Carol Postle Compliance Manager