East Norwich Medical Partnership

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• Absolutely top notch

  5

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

  Staff really friendly and very welcoming. They did extra tests while I was here for my flu jab. You can struggle to get through on the phone though.

• 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. We have made adjustments to the telephone system to enable calls to be answered more quickly. Yours sincerely Carol Postle Compliance Manager

• Everything was perfect

  5

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

  There was nothing wrong with the flu clinic everything was perfect. The person who did my jab did extra checks so I don't have to come back again. She explained what she was doing and why. I am very happy with the service.

• 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

• No Problems

  5

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

  There was no waiting for the flu clinic and I had a blood test and weight done at the same time, this is good as I don't have to come back again. I find the surgery communicate well with the N&N hospital well. The phone system and the internet are very hard to use, it would be helpful if people with ongoing health conditions get regular set appointments rather than having to book them each time. The staff are good when you do get through. I don't think this is to do with Covid as it has always been hard to get through on the phone.

• 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. We have revised/updated the phone system to enable the calls to be answered more quickly. With regard to \'set\' appointments for chronic disease management these can not be booked too far ahead due to staff leave etc. Yours sincerely Carol Postle Compliance Manager

• Very Good

  5

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

  I found the surgery normally very good. The staff are friendly and helpful. I had my flu jab today and at the same time they made me another appointment for another issue.

• 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

• Appointment not confirmed

  3

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

  My flu appointment did not get confirmed so yesterday I had to spend 45 minutes on the phone and while I was talking the text got sent. But my experience here today was good, the staff were polite.

• 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, with regard to the flu clinics. The text confirmations are sent in bulk twice a day, these reminders are sent remotely out of the practice control. We have made changes to the phone system to enable the phone to be answered more quickly. Yours sincerely Carol Postle Compliance Manager

• Went very smoothly

  5

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

  Today at the flu clinic it went very smoothly, the staff were very good. I do struggle to get an appointment and it can be a long wait on the phone but once I am in the staff are friendly and it is fine.

• Reply from East Norwich Medical Partnership

  Dear Patient, We are pleased to hear of your positive experience at the flu clinic and thank you for taking the time to answer Healthwatch questions. We have made significant adjustments to the phone system which enable calls to be answered more efficiently therefore a shorter wait time in the queuing system. We have also trained further members of staff to answer calls to help at peak times. We are still working within the guidelines of telephone triage as set by NHS England and the Department of Health and Social Care. All appointments are held via telephone, (except for Nursing appointments) should the clinician wish to see a patient face to face they will arrange an appointment at the time of the call. Yours sincerely Carol Postle Compliance Manager

• Very Good

  5

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

  At the flu clinic it was only a couple of minutes wait and after the jab they took my blood pressure. It was good to have this done at the same time so I do not have to come back. I find getting through on the phone hard but once I do the staff are fine and friendly.

• 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 Good

  5

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

  Today's flu clinic was very good, the place is clean and the staff friendly and helpful, it was a good experience. However trying to get an appointment via the phone is very hard. I have been 45th in the queue and it has taken 15 minutes and I have been 32nd in the queue and been on it for an hour. The staff are great when you do get through, they are polite and friendly. I can not fault the receptionist, nurses or doctors. It is just frustrating when you can't see anyone.

• 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. The difficulties with the phone system we hope have now been resolved due to the changes we have recently made, we have had times when we have particularly short of staff which reflects in the response time. We are a bit puzzled with the 32 and 45 in queue length as our maximum number in the queue is 30. Yours sincerely Carol Postle Compliance Manager

• Pleasant staff

  5

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

  Attended the flu clinic and my appointment was 10 minutes late but this is not a problem. It was a very pleasant staff member that gave me the injection. I find the surgery normally okay and have no problems with it although it is frustrating trying to phone the surgery. I tend to use online and that works okay.

• 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 well organised

  5

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

  The flu clinic was very smooth and very well organised. The staff were very polite and efficient and my appointment was on time. I do find getting through on the phone difficult, when I was number one in the queue it still rang for ages.

• 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. We have made changes to the phone system to enable calls to be answered more quickly. Yours sincerely Carol Postle Compliance Manager