East Norwich Medical Partnership

Feedback

• Mix up with appointments

  3

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  It takes a long time for them to answer phone. There was a mix up with my appointments. I came with an appointment on a piece of paper and they said it was not booked. The waiting room was empty but they would still not see me. I think it is as bad everywhere. The flu clinic today was good.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to speak with one of our colleagues from Healthwatch after your flu clinic appointment. I am sorry to hear of your appointment mix up. Due to the current and ongoing COVID situation the practice is still running the total triage system. All patients are telephone triaged by a clinician to ascertain if they require a face-to-face appointment. The waiting rooms may look empty, but the clinicians are working very hard behind the scenes looking after patients over the telephone. I am pleased to hear you were happy with your flu clinic experience. Yours sincerely Carol Postle Compliance Manager

• Problems getting through on phone

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  I just have problems getting through on phone, but at least you are in a queue. Otherwise it is really good. I do have concerns about all the new housing.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to talk with our colleagues from Healthwatch after your flu clinic appointment. We were aware that patients were experiencing long delays getting through to the surgery. After talks with our telephone provider, we have made changes to the phone system and trained more staff to take calls at peak times. The time delays in answering the telephone will only be maintained providing we have sufficient staff, let’s hope we do not have further COVID variants to contend with. Yours sincerely Carol Postle Compliance Manager

• No problems

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Fine, no problems. I don't come very often

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. 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

• Getting harder to get in

  4

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  It is getting harder to get in to see a GP. You get asked lots of questions by receptionist who is not a medical person. It is too much fuss to see a GP. I now don't know if I am meant to have another blood test, the communication is poor.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for your feedback to one of our colleagues from the Healthwatch team after your flu clinic appointment. I am sorry to hear of your frustration, we do hope you have been in contact with the surgery regarding your blood test. The practice is working 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 the aim of the practice to see as many patients as we can 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. Please be assured the reception do not give clinical advice and work under the guidance of the practice medical team. Yours sincerely Carol Postle Compliance Manager

• Needs sorting out

  1

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Today was good but this is not usual. One and half hours on phone to make an appointment, listening to bad music, it gave me a headache. Even thinking about it puts my blood pressure up. It puts me off trying. It needs sorting out.

• Reply from East Norwich Medical Partnership

  Dear patient, Thank you for taking the time to talk with a member of the Healthwatch team. We have made significant changes to the telephone system and trained other members of staff to take calls at peak times. This has greatly reduced the call waiting times within the practice. Should we have a further variant of the COVID virus this will again impact on the length of time it will take to answer the telephone, due to staffs absenteeism. Yours sincerely Carol Postle Compliance Manager

• Good

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  I am a new patient at the surgery and this is my only experience so far.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. 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

• Generally okay

  4

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  I don't come very often but when I do it is okay. The doctor was very good on telephone conversation.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. 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 disappointing

  1

  Submitted by Mary Collected at Healthwatch Norfolk event 25th October 2021

  Today at the flu clinic was very good. However it is not always like this. I have emailed and phoned several times and had no notifications about anything. There has been no follow up since hospital appointment. I was told GP would call but I have had no contact. I am sorry to see how health service has deteriorated.

• 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. As your comment has been placed anonymously, I am unable to investigate further. Should you still require support please contact me at the surgery. Yours sincerely Carol Postle Compliance Manager

• No problems

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Very good today and generally no problems.

• 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

• All good

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  All good, luckily I don't need to see them much. Phones can be difficult.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. 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 hope your experience with the telephone system will be improved as we have made changes and trained more staff to help at peak times, Covid variant/s permitting of course. Yours sincerely Carol Postle Compliance Manager