East Norwich Medical Partnership

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• So Efficient

  5

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

  The whole flu clinic was so efficiently ran. The nurse was lovely and there was good communication. It would of been good to have the Covid booster at the same time though. I find that it is always good here but find the phone system and online very frustrating. It could be a lot better and less complicated.

• 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 which should prove not as frustrating and have also employed more staff to help with the website responses. Yours sincerely Carol Postle Compliance Manager

• Tried to see a doctor for about a year.

  1

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

  Today was flu clinic which was a bit slow as they were doing other things, I had my blood pressure taken. I had been ill for a long time but I could not get to be seen by a doctor. I ended up calling 111 in the end as I was so scared but the doctor they sent round to me didn't bring an ECG machine. I managed to get a nurse appointment who took my blood pressure, she was worried so reported it to a doctor who did an ECG and I was then sent to hospital.

• Reply from East Norwich Medical Partnership

  Dear Patient, We are sorry to hear of the difficulties you have experienced over the past year. Please contact me at the surgery with your details to enable an investigation into the points you have raised. Yours sincerely Carol Postle Compliance Manager

• Staff nice and Helpful

  5

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

  Today at the flu clinic I walked in got it done and walked out, all very quick. The staff are very nice, helpful and communicate well with me. It can be difficult to get an appointment and it can be a long wait on the phone but once you are in everything is fine.

• 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 telephone system to enable calls to be answered more quickly. Face to Face appointments for doctors are not available via the receptionist as all calls are triaged by the clinician who then book a face to face if clinically necessary. Yours sincerely Carol Postle Compliance Manager

• Useless trying to contact them

  2

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

  Today the flu clinic was fine and I had no problems. It would of been good if my partner could of come on the same day, we live together but have different surnames so never get called at the same time. Getting through on the phone is near impossible and you can never get to see a GP. Once you are in the staff are fine and there are no problems, it's just getting in.

• 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 which will be shared with the practice team. Providing you are your partner belong in the same age banding there is no reason why you are unable to attend at the same time. Please mention this to the receptionist next flu season. The practice is currently working on the total triage system, it is the clinicians decision whether a patient is seen face to face. Yours sincerely Carol Postle Compliance Manager

• No Problems

  5

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

  I attended the flu clinic and the nurse was great. The appointment was quick and on time. I have no problems with this surgery.

• 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

• Can not get through on the phone

  1

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

  Today the flu clinic was very good. However getting through on the phone is terrible. Last time I phoned it took me an hour and a half to get through and I was 40th in the queue. I got a call back from a GP and was told to make a face to face appointment so had to phone again. Where is the time saving in that!

• 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 our flu clinics. The practice was aware of the delays answering the telephone, this was mainly due to staff contracting COVID, annual leave and staff leaving the practice. We have successfully employed more receptionists and made changes to the phone system. We are a little bit puzzled by how you were 40th in the queue as the longest queue which does vary through the day is 30. The changes we have made is allowing calls to be responded to more quickly. Yours sincerely Carol Postle Compliance Manager

• Hard to get an appointment

  2

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

  If I was just rating the flu clinic today it would be 5 stars as I only had to wait a few minutes and the staff were efficient, nice and communicated well with me. However it is so hard to get an appointment. On 14th July I sent a request for an appointment via the website, I got an automatic reply but did not hear anything back so on the 22nd July I sent another one and the same happen, I got an auto reply but nothing more. Tried to phone but it was so busy that I could not get through. I ended up at the walk in centre. Once you do get in to see someone it is good.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. The practice is currently running a total triage system and has been since the beginning of the pandemic. This is to protect both patient and staff, however during the summer months we were particularly short staffed which did impact on the telephone and website responses. We have been successful recruiting more members of the team and have made changes to the telephone system which has enabled calls to be answered more quickly. Thank you for your positive comments regarding the flu clinics. Yours sincerely Carol Postle Compliance Manager

• Flu clinic fine

  4

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

  The flu clinic is fine, there was good communication and the staff were friendly, polite and created a nice atmosphere. I do find it difficult to get an appointment, its a long wait on the phone and the first time I used the website I did not get a reply. I re-sent the request for a 2nd time and it was resolved but this obviously took longer than it needed to.

• 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. With regard to your comment regarding appointments we are operating the total triage system hence the delays on the phone. We have made changes to the telephone system which has cut the wait on the telephone considerably. We did have issues with responding to the website enquiries due to staff shortages caused by COVID, annual leave and staff leaving the practice. We have recently been successful recruiting further members of the reception team. Yours sincerely Carol Postle Compliance Manager

• Good old NHS

  5

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

  I don't have to come to the surgery often but when I do it's good. The flu clinic is great and was on time. The staff are friendly and 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, 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

• Brilliant

  5

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

  The flu clinic went well. The staff are brilliant and lovely. I find the Sprowston surgery better than the Thorpe one. But the phone system is appalling.

• 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 telephone system which have reduced the queuing time. Yours sincerely Carol Postle Compliance Manager