Submitted by Feedback collected by Healthwatch Norfolk staff23rd July 2024
The doctors are perfect, but the locum not so good. I was sent home with an infection which needed treating. Getting an appointment is difficult. Parking is an issue as the disabled spaces can be blocked.
Submitted by Feedback collected by Healthwatch Norfolk staff23rd July 2024
They are helpful and they always do what they can for you. They do the best they can in the circumstances.
Reply from The Hollies Surgery
Thank you for taking the time to post your positive feedback which will be shared with the team.
Thank you.
Vida Healthcare
Lovely Receptionists
4
Submitted by Collected by Healthwatch Norfolk Staff5th July 2023
It works well for me most of the time. I usually see a nurse, but that's ok because they can sort me out fine. I don't have any problems when I come here. The receptionists are lovely.
Reply from The Hollies Surgery
Thank you for your positive comment / feedback. We shall gladly share with the team.
Thank you.
Vida Healthcare
Hard To Get Appointments In-Person
3
Submitted by Collected by Healthwatch Norfolk Staff5th July 2023
I phone up and am on hold for ages. When I get through I can't see a doctor - just get an appointment with a paramedic or nurse instead. I was able to speak to a doctor on the phone, but I wanted to be seen in-person. I think they just don't have enough doctors here. When I can't get an appointment I feel like I just have to suffer in silence.
Reply from The Hollies Surgery
Thank you for your feedback.
We are sorry you have had difficulties in getting through on the telephone. Call waiting times are monitored throughout the day and staffing levels are reviewed at regular team meetings to plan for cover where possible.
Annual leave and sickness unfortunately has an impact on appointments, and we are aware that call waiting times increase. We understand the frustration this has caused for you and would like to offer our sincere apologies.
We have reviewed our appointment availability to try to improve our patients experience and are now able to offer more face to face appointments.
Thank you.
Vida Healthcare
Access Issues
3
Submitted by Collected by Healthwatch Norfolk Staff5th July 2023
The nurses here do a brilliant job. I was recently in the hospital and needed a medication review when I came out. They've adjusted my pills and I'm doing well now. The biggest issue I have is trying to see a doctor. They tell me to go and book online but I don't have a computer! I feel like I've been left behind. When I do speak to a doctor it's on the phone, there aren't any hands-on checks.
Reply from The Hollies Surgery
Thank you for your feedback. We are sorry you have not been satisfied with the service you received. Please be aware we take our patients feedback seriously and like to be made aware of situations that have occurred so we may address to try to avoid reoccurrence.
We have reviewed our appointment availability to try to improve our patients experience and are now able to offer more face to face appointments.
Thank you.
Vida Healthcare.
Very Pleased
5
Submitted by Collected by Healthwatch Norfolk Staff5th July 2023
Today was my first visit to this surgery. I had an appointment with the nurse and she was excellent. Very pleased with how it went. The only thing that could have made it better would have been if she'd spoken a bit louder as I left my hearing aid at home today!
Reply from The Hollies Surgery
Thank you for your positive comment and feedback. We are pleased you had a good experience on your visit to the practice and shall share with the team.
Please do make the team aware if you are in need of any further assistance and we shall endeavour to help
Thank you.
Vida Healthcare
Very supportive when you need it
5
Submitted by Feedback collected by Healthwatch Norfolk 5th July 2023
They are very good and I have no complaints. The staff are very helpful and friendly and very supportive when you need it. They are really so good, when I lost my mum it was almost like they put their arms around me and gave me a hug. They are really on your side, the doctor was absolutely wonderful. On the whole they do the best they can with the resources they have.
Reply from The Hollies Surgery
Thank you for your positive comment and feedback. We are pleased you had a good experience on your visit to the practice and shall share with the team.
Please do accept our condolences for the loss of your mother.
Thank you.
Vida Healthcare
Friendly staff
4
Submitted by Feedback collected by Healthwatch Norfolk 5th July 2023
The staff are friendly and helpful and I can usually get an appointment when I need one. No complaints really.
Reply from The Hollies Surgery
Thank you for your positive comment. We shall gladly share with the team.
Thank you.
Vida Healthcare
They always help you there and then
5
Submitted by Feedback collected by Healthwatch Norfolk 5th July 2023
The staff are really good, they always help you there and then. I can't knock them, they are very good. The only thing that could make it better is if you could see the doctor face to face more often.
Reply from The Hollies Surgery
Thank you for your positive comment / feedback. We shall gladly share with the team.
We review our appointment availability to try to improve our patients experience and are now able to offer more face to face appointments.
Thank you.
Vida Healthcare
Trying to get an appointment is hard
2
Submitted by Feedback collected by Healthwatch Norfolk 5th July 2023
The reception team are brilliant and I can't fault them. However I have had several appointments cancelled at short notice. It also took a long time for my mental health referral. It takes me a while to prepare for an appointment and I need to be mentally prepared for it and being told on arrival for a mental health appointment that it has been cancelled was not good. There seems to be some communication issues. I'm only giving them 2 out of 5 now as I think they used to be better.
Reply from The Hollies Surgery
Thank you for your feedback. We are sorry you have not been satisfied with the service you have received recently. Please be aware we take our patients feedback seriously and like to be made aware of situations that have occurred so we may address to try to avoid reoccurrence.
Thank you.
Vida Healthcare.