East Norwich Medical Partnership

Feedback

• Dr Himan

  5

  Submitted by Roxanne Claxton 23rd September 2022

  I just wanted to send a quick message, to say a thankuou, and praise for Dr Himan. At a time when understandably the Nhs/Surgeries are under pressure I have been able to get telephone appointments with Dr Himan. He is always very understanding and I feel he always listens well and gives the best advice and help. It is very much appreciated and I just wanted to relay that back.

• Reply from East Norwich Medical Partnership

  Dear Miss Claxton Thank you for taking time to post you thanks on the Healthwatch website. I shall ensure your message is shared amongst all the staff as well as Dr Himan. Yours sincerely Carol Postle Compliance Manager

• Good, would be even better face to face

  5

  Submitted by Donna Hamoudi 22nd September 2022

  I would like to talk about my last two experiences 1. Requesting new medication via online then a call from the prescription lady who went above and beyond to sort and get that medication to me, thank you. 2. A nurse via phone call who was able to listen and not rush, help me with a crazy load of problems I get with health conditions trust me this kind of nurse is rare, thank you. Things / covid have not been good for any of us and it please me to see the improvements and that you are caring for me even when I am not aware, thank you.

• Reply from East Norwich Medical Partnership

  Dear Mrs Hamoudi Thank you for taking the time to place your feedback on the Healthwatch website. We are here to help and support our patients and when a clinician feels a face -to- face appointment is necessary they will arrange an appointment at the time of the call. Your positive comments will be shared amongst the practice team. Yours sincerely Carol Postle Compliance Manager

• Poor Service

  1

  Submitted by Andrew Gent 17th September 2022

  My wife’s Blood Pressure was very high and she was suffering from COVID. Rang surgery for assistance but they wouldn’t see her as it was 17:50. Ended up in A&E for 6 hrs and advised to contact Doctors for an appointment for follow up Blood Pressure check, again no appointments available and she needs to see doctor for additional medication on advice from hospital. Now we have to waste a doctors time but that’s how it’s got to be.

• Reply from East Norwich Medical Partnership

  Dear Mr Gent, Thank you for your feedback. We are unwilling to discuss personal concerns on a public forum. If your wife is unhappy with the service provided, please ask her to contact the surgery though the complaints email address norwichccg.ENMP.complaints@nhs.net Yours sincerely Carol Postle Compliance Manager

• Great service

  5

  Submitted by Anonymous 30th August 2022

  I just wanted to convey my thanks to all at the practise. I have had to contact them in a few occasions on behalf of my parents in law. Every time everyone has been so kind and helpful. I wish all surgeries were as proficient and helpful. Thank you so much

• Reply from East Norwich Medical Partnership

  Dear Anonymous, Thank you for taking the time to post your appreciation for the help you received on behalf of your parents in law at the practice via the Healthwatch feedback page. Your thanks will be shared with all members of the practice team and will really be appreciated by all at the surgery. Yours sincerely Carol Postle Compliance Manager

• Frustrating

  3

  Submitted by Collected by Healthwatch Norfolk Staff 16th August 2022

  Recently I was told a doctor would call me in the afternoon, but I never got a phone call. When I went in to see what went wrong they told me I was never in the system for a phone appointment, but I had an appointment card from the receptionist that said a doctor would call me! It's frustrating. When my husband was ill he saw a doctor who was brilliant, they went above and beyond for him.

• Reply from East Norwich Medical Partnership

  Dear Patient, I am very sorry to hear of your recent experience at the surgery, please accept my apology on behalf of the practice. I do hope your telephone appointment has been rearranged, please contact me on the practice complaints email address if you would like me to look into why the appointment wasn’t booked in further detail norwichccg.ENMP.complaints@nhs.net Thank you for talking with our colleagues from Healthwatch. Yours sincerely Carol Postle Compliance Manager

• Unreliable

  3

  Submitted by Collected by Healthwatch Norfolk Staff 16th August 2022

  I try and call to make appointments, but I find it so difficult to get through. Once I started at number 30 in the queue and then when I got to number 1 I was cut off! It's taken me over an hour to get through. One time I had to drag my kids out of the house and wait outside in the cold to speak to a receptionist to make an appointment that way. Recently I had a UTI and I just immediately went to the walk in centre and sat there for two hours until I was seen. I knew if I called the surgery there was no guarantee I'd get an appointment or even be able to get through on the phone to ask for one. This year my daughter has been hospitalised three times due to coughs that have turned into chest infections. The hospital told us to call the surgery to get my daughter an appointment to see the asthma nurse so she could be be prescribed a preventive inhaler. I called in May and they said the asthma nurse was fully booked until September and said to call back then! That's such a long time to wait for a child who's had breathing issues.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for raising your concerns with our colleagues from Healthwatch. I am very sorry to hear of the problems you have experienced. If you would like to contact me via the complaints email address, I will be happy to look into the concerns that you have raised. Without your name I am unable to investigate further, the complaints email address in norwichccg.ENMP.complaints@nhs.net. Thank you Yours sincerely Carol Postle Compliance Manager

• Mixed Experiences

  3

  Submitted by Collected by Healthwatch Norfolk Staff 16th August 2022

  I find it very difficult to get through on the phone. I find I have to show up at the surgery at 8am to be able to speak to a receptionist to book an appointment. I can never book non-urgent future appointments. Over the years we've had some wonderful doctors and some who have given us questionable advice. It's been really mixed.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to speak with a member of the Healthwatch team. I am sorry to hear you have experienced difficulties reaching the surgery by telephone. Last winter we made significant changes to the phone system and trained more staff to answer the telephone this brought the call waiting queue down to approximately 15mins at 8am. If this is a more recent problem in the last few weeks, it may be due having staff off with COVID and reception staff on holiday which would impact on the telephone service. We are also having difficulties recruiting receptionists which again impacts on the telephone being answered, we handle between 350 – 400 calls a day. Future appointments are available to book with all clinicians working at both surgeries. The GP appointments are a telephone consultation in the first instance, should the clinician wish to see you they will arrange a face-to-face appointment either the same day or at a time to suit the patient. I am unsure of how to answer your comment regarding questionable advice from a doctor. Yours sincerely Carol Postle Compliance Manager

• It's not very good

  1

  Submitted by Collected by Healthwatch Norfolk staff 15th August 2022

  It's not very good and I do not feel looked after. It is a struggle to see a doctor. I have something wrong with me and I have just been prescribed medication without anyone seeing me and just told if I am not better in two months to ring back. I feel like someone should listen to my chest to find out what it is. My husband tried for two years over Covid to be seen and when he was he had terminal cancer. He came out of the N&N last November and died in January. No one from the surgery came out to see him or even rung us as we were told they would. The Macmillan nurses complained about it for us. I feel totally let down. When I could see people it was fine.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for talking through your experiences with our colleagues from Healthwatch when they recently visited our Sprowston surgery. The past two years have been very challenging for both the patient and the surgery, the clinicians work within the guidance provided by NHS England and the Department of Health and Social Care. Through the pandemic and for the foreseeable future the practice will continue to consult with the patient via the telephone. Should the clinician wish to see the patient face to face an appointment will be arranged either for the same day or a time to suit the patient. I am unable to comment on your individual circumstances and I am very sorry to hear of the loss of your husband. If you would like me to look further into yours and your late husband’s experiences, please contact me via our complaints email address norwichccg.ENMP.complaints@nhs.net Yours sincerely Carol Postle Compliance Manager

• Good once you get in

  4

  Submitted by Collected by Healthwatch Norfolk staff 15th August 2022

  Once you get in the care is good but it's hard to get in. The doctors and Nurses are good but you do feel rushed with only a 10 minute appointment. I feel the receptionists could work on their communication.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for your time and feedback when speaking with our colleagues from Healthwatch. I am very pleased to hear you are pleased with the care provided. The length of appointments is allocated due to need, should you wish to discuss more than one ‘problem’ with a clinician please advise at the time of booking the appointment. Appointments in the nurse clinics time is allocated again on which type of clinic you are booked in for example a blood test is 10 minutes, a chronic disease management appointment such as diabetes is 15 minutes. This can be and are adjusted to the need of the patient. Should you wish to discuss further your comment regarding the reception team please contact me via the complaints email address norwichccg.ENMP.complaints@nhs.net Yours sincerely Carol Postle Compliance Manager

• Surgery has lots of administration issues

  1

  Submitted by Collected by Healthwatch Norfolk staff 15th August 2022

  This surgery has lots of administration issues. There are some people who work here who are very good if you can get hold of them. 111 phoned the surgery about me and said due due to my blood results, that I had to have done privately as I could not be seen, I need to see a doctor within 48 hours, this was 21st December and it's now August and I have not seen anyone. I had a phone appointment booked for the diabetic nurse in July, she didn't call and a month later I have heard nothing. I send emails and do not get replies, told they have not received one of them even though I have a read receipt. I got a text telling me to book my pneumonia jab but when I phoned to do so was told no it's my shingles jab which I knew I was not eligible for it because I am not old enough. When I went for my appointment and asked the nurse what she was putting in me it was pneumonia not shingles, I am confident and will asks questions but someone more vulnerable would not know what is going on.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to speak with our colleague from Healthwatch who visited our Sprowston surgery on the 15th August. I am sorry to read of the problems you have experienced I am unsure what has happened, if you are willing to contact me on our complaints email address norwichccg.ENMP.complaints@nhs.net I will happily complete a full investigation of the points you have raised. Without your name I am unable to listen to telephone calls or look through the practice website emails. Yours sincerely Carol Postle Compliance Manager