St Stephen's Gate Medical Practice

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• No sight after cataract op

  2

  Submitted by collected by Healthwatch Norfolk staff 19th August 2024

  I had a cataract done and for the first 8 days I couldn't see at all, everything was pitch black. I phoned up and the guy I spoke to was quite shirty and told me I was panicking. Eventually they reluctantly saw me and kept asking me to read off a board and look at red lines - they just weren't listening when I kept telling them I couldn't see anything at all. I had a scan and was given drops. 2 weeks after that it was a bit better but it's still not right. I'm questioning whether I needed it in the first place as there was nothing wrong with my sight, and they've said I need my other eye done but I'm definitely not having that. I saw a different optician who told me there's very slight clouding but nothing that needed an operation and could have been left two years before another review.

  
  
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• Excellent

  5

  Submitted by Collected by Healthwatch Norfolk staff 14th May 2024

  I go once a week to have my bandages changed. The nurse Loraine is really nice, I get on well with her and the other staff.

  
  
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• My GP understands me

  5

  Submitted by Collected by Healthwatch Norfolk engagement team 5th April 2024

  I've followed my GP through different practices and so they understand all my issues, I get on well with them. I have to go in every week and I book my next appointments while I'm in there.

  
  
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• Would give 10/10 if I could

  5

  Submitted by Collected by Healthwatch Norfolk staff 2nd February 2024

  I have a named GP who I can see every time. They've been so good, I'd give them 10 out of 10 if I could. I can email and my GP will call me back. Can't fault them.

  
  
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• Practice Manager Issue

  3

  Submitted by Anonymous 31st January 2024

  Did not answer my questions/concerns. Advised me to join another practice.

  
  
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• Unsatisfactory interaction - practice managea

  2

  Submitted by Caroline Jessett 23rd January 2024

  I wrote at some length about my experiences, earlier in January. His response was wholly negative, unfortunately. The Clinicians are great!

  
  
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• SOME IDEAS FOR WEBSITE SERVICE IMPROVEMENT

  5

  Submitted by John Chewter 18th January 2024

  I keep getting asked to 'pop a week's worth of BP results in through the website' :\ I can seen no way to do that. You hide your email, messaging does not accept attachments. Suggestions: ADD A BP FORM like you do for asthma or allow atachements on messages. :)

• Reply from St Stephen's Gate Medical Practice

  Try this: https://ststephensgate.com/navigator/blood-pressure-review/

• Very poor service

  1

  Submitted by Anonymous 15th January 2024

  Have to wait for urgent appointment for 2 weeks

• Reply from St Stephen's Gate Medical Practice

  Any urgent query is dealt with on the day. We have dozens of same day appointments everyday. Unfortunately, we can't see everyone as quickly as they would like.

• I need to order a repeat prscription

  1

  Submitted by Anonymous 27th November 2023

  I tried to order via the NHS app. The drugs I need to order are not available for reorder until 2024. I tried to access System Online - to make a request that the items are restored to reorder status - I could not log in, tried resetting my password, that did not work either - now locked out - Tried to send a message to the surgery - no idea where to do this as under prescriptions you are told to use System Online, Under messages you are told not to ask for anything clinical - so I have sent a message under the appointment request - which this clearly is not - An error has been made as the medication I require is thyroxine which I have been taking since 2000, and am required to request every 3 months - the system is saying cannot be reordered until March 2024! A bad experience

  
  
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• Dissapointed

  3

  Submitted by Anonymous 21st July 2023

  I'd like to start by saying that the staff, nurses and doctors have all been very friendly and polite, i have no issues with their professionalism. I cam in for an assessment today, they said thy were happy to make the referrals but I was told that i should go use private insurance if i have it, when i asked if they could refer me anyway, they said i could just do it myself. i asked again for them to send it, which i think they said they would, but after leaving i got a text with a web link for a self referral, so now i have no idea if i have to do anything or not. When i asked to leave some feedback, i was told that i should fill in a comment card, which i couldn't even fit half of this on. minor issue comparatively.. My waiting area was upstairs, however the stairs are not clearly labelled, meaning i was wandering around trying to find these stairs for 5 minutes. receptionists are behind a huge wall / desk situation, so are unable to see if people are lost / need help without having to lean over. there was no drinking water available anywhere i could see (again maybe it's a signage issue), surely this is a basic thing?

  
  
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