Submitted by collected by Healthwatch Norfolk staff11th October 2024
I left a phone message two days ago to see if they'd received the hospital notes from an emergency visit over last weekend and nobody called me back. However I called yesterday and spoke to a lady I think is called Nicola and she couldn't have been more helpful. She's booked me in for everything and things have happened exactly how she said it would. She told me a doctor would call after 3pm and Dr. Collins called just after and I've had a blood test this morning. Dr. Collins has already written to the N&N to ask for a CT scan. It's difficult to speak to a human through the phone system but, as far as I'm concerned, I can't speak highly enough about the attention I've received from the receptionist, nurse and doctor.
Submitted by collected by Healthwatch Norfolk staff11th October 2024
They're first class! They do what they're there for, if I need to see a doctor I see one or they book me in with a different type of worker and I'm happy with that. I mostly book through PATCHS. It's a bit long-winded so I understand it could be daunting for people who struggle with computers or reading. It works fine for prescriptions, I'm getting used to it. If you bear in mind the pressures they're under and the staff levels they have, they're doing the best they can. I think we should be tolerant and understanding, they always try to help if they can.
Submitted by collected by Healthwatch Norfolk staff11th October 2024
Today was a completely straightforward, pleasant experience and it's mostly like that. Cringleford is my usual surgery but it's no problem coming here as I drive, it's about the same distance. The healthcare assistant who saw me today said they'll contact me to book my next blood test as their diaries don't go far enough ahead. That's phenomenal! It will be so much better as I give up trying to book myself on the phone and I struggle to use the online system. I can go in but some receptionists aren't happy about that. The phone and online booking systems are a barrier so them contacting me is a really good, helpful thing. I'll give 5 stars for today, but it's 3 stars in general to balance out today's visit and some 1 star experiences I've had regarding the attitude of a receptionist at Cringleford. She doesn't have the same communication skills as others and makes things difficult. Another receptionist could respond with the same information but communicate it better.
Submitted by collected by Healthwatch Norfolk staff11th October 2024
I think it's good here. It is hard to get appointments by phone but if you come in and deal with them personally they're good. An improvement would be better access to appointments by phone.
Submitted by collected by Healthwatch Norfolk staff11th October 2024
I had a lovely appointment, she was very polite, nice, friendly and efficient. It was a diabetes review and she put me at ease. The nursing side of things is lovely but getting hold of doctors is 'difficult' shall we say. Because they're in a group you sometimes get sent to the other villages. It's OK as I drive but there's no bus routes so I don't know what I'll do when I get older.
Submitted by collected by Healthwatch Norfolk staff27th September 2024
We've been sent here from Cringleford, we're fortunate that we have a car. It was a case of come here or not have an appointment. For about three months I tried going in-person to Cringleford to get my brother an appropriate appointment. About a month ago I was told we'd been booked with a pharmacist at Hethersett which is not the correct person but here we are so it's on record. I don't think my brother should have been diagnosed with Alzheimer's so I don't think he should be on the medication and the pharmacist won't be able to make that decision, only GPs can. My brother was only diagnosed from a brief memory test which didn't seem very reliable given that lots of older people struggle with memory. You can't get a blood test here for it like you can in Australia. In my opinion the GPs aren't providing the service you'd expect, they don't listen to the patient and I don't know where they are! The doctors at Cringleford also didn't listen to my symptoms. I was misdiagnosed and given antibiotics then antihistamines when actually I had full-blown Covid. They're not providing the service I would like to have and it can only get worse because of the houses going up, there are no more doctors.
Submitted by collected by Healthwatch Norfolk staff27th September 2024
My appointments always go well with the nurse, she's a joy to talk to and she tells you everything. I've been coming every two days to have my dressing changed, I first rang up mid-morning and was surprised to be able to see the nurse that afternoon. We've been coming here a very long time and we've had no bother. It is different now but I'm happy still.
Submitted by collected by Healthwatch Norfolk staff27th September 2024
It's been brilliant over the years but since Covid things have changed and now they're building all these houses and things. My usual doctor is excellent, if I get a chance to see him he's great. He will spend a lot of time with me if I need it, especially after I was severely unwell in hospital. It's always been brilliant but it's a nightmare to get an appointment. You often get sent to Cringleford and Mulbarton - I can drive but I'd rather see my own doctor who knows all your history. I'd say 5 stars for my last experience with my doctor but overall 3.
Submitted by collected by Healthwatch Norfolk staff27th September 2024
The staff here are lovely and helpful but access to care is difficult. You have to ring early in the morning for a same day appointment or you have to do PATCHS. I was told I needed to see a doctor but I saw a nurse practitioner. I was OK with that as I did get the referral I needed, however it's a 28-week wait which is too long for the issue I'm dealing with. I looked on the NHS website and my referral wasn't on there but reception have told me today they can see it. When I moved here they picked up I was pre-diabetic so gave me a blood test. When I got the results and asked about my blood sugars they told me they hadn't tested for that and they'd do it again in six months. I decided the advice would probably be to lose weight so I did that on my own anyway without their support, and the blood test never happened. The new housing estate is only going to compound the problems.