Submitted by collected by Healthwatch Norfolk staff20th August 2024
I've moved away from the surgery as I've lost confidence in them to be able to deal with a medical crisis. I'd had the same prescription for ten years and the medication wasn't there when I went to collect it, I was worried because I'd ran out. I was shouted at by the pharmacist! It frightened me and I was shaking when I left. You can't get appointments, the reception just tell you to call the next day. All the staff don't speak to you very nicely. I've been told they're in crisis and that freaked me out thinking about what care I might need in the future so I've left.
Submitted by collected by Healthwatch Norfolk staff26th July 2024
It's so hard to get an appointment but I don't like to say it's the surgery's fault - there's not enough funding given to them and lots of houses being built. 90% of the blame is due to the previous government running down services! My wife has found a lump that needs looking at so she rang this morning but they've told her she might not be seen today. This is obviously very worrying, especially as she has panic attacks and so it means we're going to have some difficult days until she can be seen.
I do not wish to go into detail, but I had a horrible consultation with one of the doctors there who clearly thinks they are above themself. I am reviewing anonymously as another villager who complained about their rudeness was removed from the surgery. However, on another occasion I was seen by one of the physician associate (I hope this terminology is correct) who was excellent.
I am struggling with knee arthritis which is having a negative impact on mobility and on other conditions I have.
There was a long delay in results of my x-rays being returned from the hospital but I was texted immediately by the practice when they were received.
In order for a referral to be progressed I was advised I would need to speak to a doctor. Unfortunately I would have had to wait another week or more to do this during a routine appointment. The receptionist encouraged me to go via the urgent appointment route next day, which I did. I achieved a phone appointment with a doctor, who was patient and thorough in his questioning and who assured me he was completing the referral as we spoke. He said he would submit the referral urgently. I was amazed to be contacted on the same day for that referral to be progressed, with a choice of hospitals to consider. Although the wait time for the appointment will be considerable I felt the practice had done everything they could to ensure they had fulfilled their part quickly.
I have been to see Dr Ellis this morning at the Hethersett Practice. I just wanted to give the surgery some positive feedback in the midst of a difficult and negative time in the NHS.
I, like most (hopefully) don’t enjoy coming to the GP practice for the fear of wasting valuable NHS time. Despite Dr Ellis likely having a full list for the day and with the added pressure of keeping to time, the appointment did not feel rushed. She demonstrated excellent interpersonal skills with her friendly yet professional demeanour, along with ensuring that any of my concerns were met with reassuring words. She took the time to position herself in a way which meant she was speaking directly to me rather than at her computer screen, giving me her undivided attention.
So, I just wanted to thank Dr Ellis, and to make you as the practice aware of her good work, as the positives are not always communicated as frequently as the negatives.
Many thanks again.
I have had several instances where the Humbleyard receptionists have been rude, dismissive or have actively prevented me from seeing a medical professional. The actual medical staff are very pleasant but are let down by rude, ignorant and obstructive front desk staff. The receptionists are not medical staff and they would do well to remember that. They are there to support practitioners and not to bar ill people from getting medical attention. The staffing issues are also shocking. Opening 2 days a week for a busy local gp surgery is not fit for purpose. Very poor. I work as front desk staff at NNUH and we would never be allowed to treat patients the way the Humbleyard staff do.
Wife has been receiving generally mixed care with the exception of Drs Oakley, Bowron and Epstein who have been outstanding. However ensuring you get them isn't easy.
1. Phone wait times are horrendous, often being number 1 in the queue and then on hold for more than an hour before the line terminates.
2. Having spoken to Dr Epstein who is adamant that my wifes problem is not "womens issues", every subsequent Dr seems to think they know best and when presented with evidence from the Hospital scans that disprove this, she is asked by the on call Doctor "What do you want done?". When asking for more scans as there is clearly something wrong, met with contempt "We don't do that for people your age." Furthermore, didn't read any of the case notes, especially left by those of Dr Epstein. The medication she has been prescribed which actually works, is typically used post-surgical.
But I guess putting a band aid on stabbing stomach pains is is fixing it right?
3. Requests via the online form/app often go unanswered.
Again, Bowron, Oakley and Epstein are fantastic Doctors and a credit to the service but are let down by the rest.
Finally, in response to your on call teams impertinance, what we done is for them to do their job and show some compassion and no attitude towards the patient at wanting help for stomach issues that have been ongoing for almost a month.
Staff and clinician at the practice are great when you are lucky enough to actually get an appt or be able to speak to a human…. I have racked up significant debt by having to pay privately for GP services and private prescriptions thanks to nearly a zero level of patient care service from this practice, I wonder how many serious incidents are a direct result of poor performance. I am VERY CONCERNED for our extremely sick, elderly and vulnerable patients within our community.
The recent CQC rating and report stating ‘requires improvement’ was overly generous in my opinion as a ‘patient’ of this practice.
I rang today to make an appointment for my wife to see a doctor and was told they do appointments on Friday and when I said that wasn’t true and tried to explain they hung up on me very poor service