Including Sprowston Primary Care Centre and Thorpe Health Centre.
Feedback
234 responses from the local community
55 minutes in phone queue even in afternoon!
1
Submitted by 28th September 2020
Useless surgery.They DON'T care.They mess up!Hard to get through to them as they reinvent what happened, cover their backs.& now they've updated their phone system, it takes nearly an hour before they answer, even in afternoons when appointments aren't booked
Reply from East Norwich Medical Partnership
Dear Anonymous,
Thank you for raising your concerns via Healthwatch.
As this happened at the end of last year it would not be appropriate for the practice to respond at this late stage.
Please accept our apologies for the delay in the response, this is due to only just gaining access to the response mechanism as I am new to the practice.
Yours sincerely
Carol Postle
Compliance Manager
Nothing but praise for support with condition
5
Submitted by Anonymous8th November 2019
I've just had my asthma review and they regularly do them to check everything is okay. I've also just had my flu jab - they hadn't said I could have a pneumonia jab at the same time until the Breathe Easy support group I go to mentioned them and I asked about it.
However, one time I went in really struggling to breathe and needing urgent help and the doctor sent my straight to hospital even when it was the beast from the east. They said if it had been any later I'd have had a 9 hour wait for an ambulance and I doubt I would have made it.
I've got nothing but praise for them.
Reply from East Norwich Medical Partnership
Dear Anonymous,
Thank you for your positive feedback submitted via Healthwatch.
The practice really appreciates the time you have taken to submit your lovely comments, thank you.
Please accept our apologies for the delay in the response, this is due to only just gaining access to the response mechanism as I am new to the practice.
Yours sincerely
Carol Postle
Compliance Manager
Difficult to get appointments
3
Submitted by Anonymous28th September 2018
It used to be good but I feel that appointments are getting harder to come by - it's then hard to organise transport when you have to ring on the day. When you're older you want to see a regular doctor too. By the time you get there the appointments are gone! The staff there are very friendly but the set up is wrong.
Reply from East Norwich Medical Partnership
Dear Anonymous,
Thank you for raising your concerns via Healthwatch.
As this happened quite some time ago, it would not be appropriate for the practice to respond at this late stage.
Please accept our apologies for the delay in the response, this is due to only just gaining access to the response mechanism as I am new to the practice.
Yours sincerely
Carol Postle
Compliance Manager
Good with children
4
Submitted by Anonymous28th September 2018
Apart from wait times for appointments they are usually pretty good. They are very good with kids and you will always get seen.
Reply from East Norwich Medical Partnership
Dear Anonymous,
Thank you for raising your concerns via Healthwatch.
As this happened quite some time ago, it would not be appropriate for the practice to respond at this late stage.
Please accept our apologies for the delay in the response, this is due to only just gaining access to the response mechanism as I am new to the practice.
Yours sincerely
Carol Postle
Compliance Manager
Dad speaks highly of them
5
Submitted by Anonymous28th September 2018
They were very good when my Dad had a fall and saw him on two consecutive days. He struggles with phoning for appointments but will go down on the day when he's able, he definitely speaks highly of the doctors
Reply from East Norwich Medical Partnership
Dear Anonymous,
Thank you for your positive feedback submitted via Healthwatch.
The practice really appreciates the time you have taken to submit your lovely comments, thank you.
Please accept our apologies for the delay in the response, this is due to only just gaining access to the response mechanism as I am new to the practice.
Yours sincerely
Carol Postle
Compliance Manager
Always helpful and accommodating
5
Submitted by Anonymous22nd August 2018
They are always helpful and very accommodating. I don't bother booking, I just go in at 8am and wait, I always get seen.
Reply from East Norwich Medical Partnership
Dear Anonymous,
Thank you for your positive feedback submitted via Healthwatch.
The practice really appreciates the time you have taken to submit your lovely comments, thank you.
Please accept our apologies for the delay in the response, this is due to only just gaining access to the response mechanism as I am new to the practice.
Yours sincerely
Carol Postle
Compliance Manager
Always been satisfied
5
Submitted by Anonymous22nd August 2018
I've used a lot over the years and I've always been satisfied. I can get appointments if I think it's serious.
Reply from East Norwich Medical Partnership
Dear Anonymous,
Thank you for your positive feedback submitted via Healthwatch.
The practice really appreciates the time you have taken to submit your lovely comments, thank you.
Please accept our apologies for the delay in the response, this is due to only just gaining access to the response mechanism as I am new to the practice.
Yours sincerely
Carol Postle
Compliance Manager
Can't get through
3
Submitted by Anonymous31st July 2018
I was trying to get an appointment but you can never get through. There's so many new houses in Sprowston you can never even get through.
Reply from East Norwich Medical Partnership
Dear Anonymous,
Thank you for raising your concerns via Healthwatch.
As this happened quite some time ago, it would not be appropriate for the practice to respond at this late stage.
Please accept our apologies for the delay in the response, this is due to only just gaining access to the response mechanism as I am new to the practice.
Yours sincerely
Carol Postle
Compliance Manager
Customer care could be better
3
Submitted by Anonymous5th July 2018
By and large on most things they've been pretty good and were very quick to diagnose my arthritis - when it had been incorrectly diagnosed elsewhere but I have had a couple of bad experiences where a doctor has been very dismissive of my condition and quick to get rid of me, simply suggesting an over the counter medicine, I've already been taking without success for years, as they're ushering me out the door. If they took the time to hear me out, we might have got somewhere. I've also had another doctor there who has barely looked at me and is more interested in reading out percentages off his screen. I felt like I was in a maths lesson. A bit of eye contact wouldn't go a miss. Doesn't help you to feel they actually care.
Reply from East Norwich Medical Partnership
Dear Anonymous,
Thank you for raising your concerns via Healthwatch.
As this happened quite some time ago, it would not be appropriate for the practice to respond at this late stage.
Please accept our apologies for the delay in the response, this is due to only just gaining access to the response mechanism as I am new to the practice.
Yours sincerely
Carol Postle
Compliance Manager
Confusing
2
Submitted by Anonymous7th December 2017
We had a specialist newborn health visitor come to our home to see our newborn. The baby had some issues with his throat, the health visitor assessed the issue and recommended a prescription, she wasn't able to prescribe it herself so she advised us to see our GP. It is so difficult to get an appointment. Once we got an appointment, the doctor had a different opinion to the specialist and wouldn't prescribe what was recommended. This was quite confusing for me and my wife. Another issue, the GP sent us a letter recommending jabs for our baby at certain times, but when you call, they can't get you an appointment at that time? It doesn't make much sense.
Reply from East Norwich Medical Partnership
Dear Anonymous,
Thank you for raising your concerns via Healthwatch.
As this happened quite some time ago, it would not be appropriate for the practice to respond at this late stage.
Please accept our apologies for the delay in the response, this is due to only just gaining access to the response mechanism as I am new to the practice.
Yours sincerely
Carol Postle
Compliance Manager