Submitted by Feedback collected by Healthwatch Norfolk staff20th June 2024
I have ongoing health issues and when I have a blood test and there is an issue there seems to be a lack of information coming back to the patient. I feel the communication could be better. First I received a text message asking me to make an appointment. Trying to make the appointment can be difficult as you can wait a while for a routine appointment. I was told by the doctor there was an issue with the results and that they would contact the hospital. When the response came back from the hospital to the doctor, the message was not passed to me. I had to get in touch to chase that information. I didn't get the information for several weeks. There also appears to be a lack of communication between the doctors and the other staff as when you make an appointment you get given the first available doctor, which is fine by me but when I saw the doctor they told me just to see them and not to keep seeing other doctors. Overall all though it is pretty good.
Reply from Theatre Royal Surgery
Thank you for taking the time to leave feedback and speak with the Healthwatch Researcher, we will ensure that your comments are passed onto the team.
It's generally good
4
Submitted by Feedback collected by Healthwatch Norfolk staff20th June 2024
It is generally good but there are some things that don't seem to work as well as they might. I came to collect my prescription and one item was missing. It turned out that whilst the doctor had added it to my repeat prescription the message had not be relayed to the pharmacy which means I have to come back another day to collect it. There have also been times when I have felt the doctor was not listening to us.
Reply from Theatre Royal Surgery
Thank you for taking the time to leave feedback and speak with the Healthwatch Researcher, we will ensure that your comments are passed onto the team.
Excellent
5
Submitted by Collected by Healthwatch Norfolk staff26th April 2024
They're excellent. I can do all the things I want to do and I have lots of health conditions which they're treating well.
Reply from Theatre Royal Surgery
Thank you for taking the time to leave feedback, we will ensure that this is passed onto the team and are pleased that you were happy with the care provided
As always I received excellent service today.
5
Submitted by David Walter25th April 2024
I made a mistake when trying to order a repeat on the NHS app and the order didn't go through. I phoned the surgery today and a very friendly and helpful receptionist signposted me to a facility on the surgery website where I was able to order which I have done with no problem to my relief.
Reply from Theatre Royal Surgery
Thank you for taking the time to leave feedback, we will ensure that this is passed onto the team and are pleased that you were happy with the care provided
The best experience possible.
5
Submitted by Brian Butt25th March 2024
After suddenly becoming breathless, I went to the Surgery hoping to see any Doctor who might be available, for advice. I was very concerned that, as I had an irregular heartbeat and palpitations, I may be having a recurrence of Atrial Fibrillation. The Receptionist identified that I had a serious problem and booked me in to see my GP straight away. During the next hour, I had an initial examination, tests and an ECG, all of which confirmed Atrial Fibrillation. I was prescribed immediate medication, which was available within 20 minutes for collection at the Pharmacy and a referral was made to the Cardiology Dept at N&N hospital for a Consultant appointment.
I cannot fault the professionalism of the Staff and GP who assisted and treated me. I have nearly always experienced a good service at the Surgery, but in this instance I can only say that it was excellent and I am very grateful, thank you.
Reply from Theatre Royal Surgery
Thank you for taking the time to leave feedback, we will ensure that this is passed onto the team and are pleased that you were happy with the care provided
Dr Falkingham
5
Submitted by Sue Wheaton24th January 2024
Once again Dr Falkingham from Theatre Royal Surgery in Dereham. She is always on time for her appointments, listens have empathy and will do her absolute best for her patients. Thank you
Reply from Theatre Royal Surgery
Thank you for taking the time to leave feedback, we will ensure that this is passed onto the team; in particular Dr Falkingham.
9 month old baby non priority
1
Submitted by Anonymous4th January 2024
On Tuesday 2nd January I completed the online appointment form for my 9.5 month old. I was told that I filled in the wrong form and was asked to fill in a help form.
Baring in mind I stated on BOTH forms that our baby had had this cough since before 5th dec and still has this after antibiotics.
I filled the form in as requested and was told that the appointment that I requested wasn’t classed as an urgent appointment and can be booked in for 15th Jan or call each morning but still couldn’t be guaranteed an appointment .
Wednesday 3rd January he went to nursery and was sent home due to being unwell, my husband took him to the walk in center and was seen within 30 minutes and was told straight away that he has Bronchitis.
I feel that for the age and due to our child being premature should have been highlighted that he was a priority to be seen but a cough that’s been ongoing for more than 3 weeks wasn’t classed as an urgent appointment and asked to wait and to be told this was Bronchitis, I find this completely unacceptable and disgraced at the way our concern was treated.
Reply from Theatre Royal Surgery
Thank you for taking the time to share your experience. We are sorry to hear that your recent visit was not up to your expectations. We take all feedback seriously and we appreciate your honest feedback.
It may be possible that you have already raised your concerns with the practice via other means but if this is not the case, we would like to address your specific concerns so please feel free to contact us directly on 01362 852800 so that we can discuss your experience further.
We are currently working under huge pressure in the NHS but we strive to offer the best patient care that we can. We hope to have the opportunity to service you better in the future.
Thank you again for your feedback.
Excellent service
5
Submitted by Denise ayton29th December 2023
I have shingles i sent email with pictures and was answered immediately with appointment Danica the nurse, was very thorough and kind
Reply from Theatre Royal Surgery
Thank you for taking the time to leave such positive feedback, we are pleased that you were satisfied with your level of care and we will ensure that your comments are passed to the surgery team.
Duty Dr appointment
5
Submitted by Stacey Williams1st August 2023
I had to ring the surgery today as my 5 week old little girl had a rash on the head and was not herself in general, I got an appointment very quickly (which i was informed about via a telephone appointment with a friendly receptionist-thank you) I went to my appointment with Dr Roberts- this was the first time I had met this Dr and all I can say is that he is an absolute asset to the surgery. He was very friendly and calming upon meeting him. I didn’t feel rushed atall during my appointment which was very reassuring - he checked my little girl over top to toe and went on to call the hospital for advice- after confirming a trip to hospital just to be safe he printed out all the necessary paperwork and kindly said to me that should I ever have any worries to contact the surgery and get an appointment- best to be safe than sorry. Thank you so much Dr Roberts for your time today I really appreciate everything that you did
Reply from Theatre Royal Surgery
Thank you for taking the time to leave such positive feedback; we will share this with the team, in particular Dr Roberts.
professional and caring
5
Submitted by edward johnson9th June 2023
attended for blood pressure checks. home monitor had shown high readings and I had experienced dizziness and headaches. Not allowed to see my GP - just medical pharmacist so was not expecting much. Amazing result - seen on time by a most efficient and welcoming man. He listened to my story, read my notes, talked about my symptoms and then took two blood pressure readings before telling me that in fact my blood pressure was too low and that my meds were to be halved. All of this with a smile. Relief!! Can't sufficiently express my gratitude.
Reply from Theatre Royal Surgery
Thank you for such positive feedback, always great to hear and will ensure this is shared with the pharmacist.