Thorpe Health Centre

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• Disappointing

  1

  Submitted by Anonymous 10th November 2020

  I called the surgery and got through at 8.08am, I was told there was no morning app left at Sprowston (which I find incredible as where have they all gone so quickly) so the lady kindly said a doctor at Thorpe could do a morning one, 11.50 I get the call, just about still morning, I explain to the doctor my issues send a picture and was told he would call me back. I have received no such thing. I am working tomorrow a 12hour shift where I am not contactable, this problem has been really concerning me but obviously is at the bottom of the list for the doctor?! I also do not understand why when we were able to book app you would be given a set time slot where for telephone app we have to be on edge with our phone all day knowing that if we miss that call In order to even get through to the surgery you have to be in a call queue of 30 or more. Why can we not have set phone slots?! I also brought my son to the surgery admittedly 5mins late for his flu jab, my app was 15.40... when I arrived outside the door at 15.45 there was 3 other patients in front of me. With your procedures in place this took a while for me to even get to our turn to check in which then took us to 15.50, I was then told my app was 15.40 I explained that I was a few minutes late but I was stuck waiting to check in... the receptionist then informed me my little boys app was out as no show but I could have it done in 20mins, obviously I was not best pleased but chose to wait. So this meant the app was due at 4.15 this was 20mins after. We sat and waited... we didn’t get seen until 4.40...: how come I’m 5 mins late and told Iv missed the app but when it’s the other way it’s all ok? All in all I’m not happy with recent events especially what’s happened today with no contact back from the doctor, perhaps if face to face was allowed I wouldn’t be sitting here having to write all of this now.

• Reply from Thorpe Health Centre

  Dear Anon, We are sorry to hear you were not happy with the system the practice has adopted during the current pandemic. We are unable to offer routine face to face appointments or timed slots for telephone consultations as flexibility is required; this is to protect both the patient and the practice staff. The telephone system is under a lot of pressure as this is one of the few ways a patient can contact the surgery, we receive between 500 and 600 calls a day. Telephone appointment slots are released in the mornings when we are sure clinical staff will be available to work, and are booked on a first come basis. Once a telephone consultation has taken place the patient may be invited into the surgery for a face to face appointment, this decision is the clinicians making the telephone call. We are working hard to continue to provide a service to our patients, we have been continuing to see patients for their chronic illness monitoring, cervical smears and flu clinics etc. May we ask should you attend for an appointment in the future, you allow sufficient time for the pre-admittance checks. We do hope your ‘issues’ were attended to and as your post was placed anonymously we are unable to look further into the concern you have brought to our attention. Please accept my apologies on behalf of the practice for the delay in responding. Carol Postle Compliance Manager

• Good level of urgency with referrals

  5

  Submitted by Anonymous 20th December 2019

  When I found a lump in my breast I was given an emergency appointment by the surgery, and after the consultation I had an emergency referral arranged. I was in the hospital within 8 days, then had an operation later that month. A few months later I started developing sores, but because the wait to see a dermatologist was 4-5 months my GP asked for the appointment to be brought forward.

• Reply from Thorpe Health Centre

  Dear Anon, Thank you for writing with regard to your experience at the surgery. It is lovely to hear you had a positive response and we do hope you remain in good health. Carol Postle Compliance Manager

• Mental health

  3

  Submitted by Anonymous 19th July 2019

  My friend took her 15 year old to the GP regarding mental health, they had previously seen a doctor before about the issues. The GP was dismissive and my friend felt blamed for the issues. They have opted to get counselling privately now

• Reply from Thorpe Health Centre

  Dear Anon, We are unable to comment as this has been posted anonymously, we do hope your friend’s issues have been resolved. Carol Postle Compliance Manager

• Not good on LGBT knowledge

  2

  Submitted by Anonymous 31st July 2018

  I called up about my depression and they just told me to double the dose of my medication. Which isn't what I wanted to hear. They are not good on LGBT knowledge, in terms of having children. They said I need to get off the meds first but had just encouraged me to take more.

• Reply from Thorpe Health Centre

  Dear Anon, We are unable to respond to your message as we have no name this comment was posted on this site some time ago. For future reference it is always best to speak with one of the management team in the first instance. Carol Postle Compliance Manager

• More information would be helpful

  3

  Submitted by Anonymous 5th July 2018

  I'm actually registered with the Sprowston practice but we can use both as they share doctors. I don't often go to my doctor's as I don't really feel they listen to me, but someone recommended a different doctor at the sister practice so I thought I'd give them a try. I call up and said straight away that it wasn't an emergency but can I book one for a few days in advance to see that particular doctor. I was told you need to ring up at 8am on the day. I can book an appointment for 5-6 weeks but I felt that's too long so agreed I would call back in the morning. I also asked if I can book a double appointment as I've got a lot of issues to discuss but was told this wouldn't be possible, but they wouldn't kick me out if I over ran. When I call in the morning, I'm told that doctor isn't there and wouldn't be until next week. I try the other practice later and discover the doctor I want to see is at that practice, but by this point all appointments are gone. Staff are all very polite but some more information would be helpful. If someone isn't in because they're running clinics at the other practice, then tell people this. I also feel there are conflicting messages over double appointments as in my experience when you go on 'emergency' you are only allowed to discuss one issue.

• Reply from Thorpe Health Centre

  Dear Anon, We appreciate the time you have taken to write regarding your experience with speaking with a member of the reception team. As this was posted some time ago it would be difficult to ascertain the person with whom you spoke and indeed they may have left the practice. I can confirm that it is one problem one appointment, should there not have been sufficient time to allow a booking of a double appointment this should have been explained at the time. An ‘urgent’ appointment is just that to resolve the pressing issue a patient may have. Please accept my apologies on behalf of the practice for the very long wait for a response. Carol Postle Compliance Manager

• Footcare

  5

  Submitted by Anonymous 4th June 2018

  I have ongoing issues with my feet and see somebody regularly. My toes crossover and it is very painful. He is doing his very best so I can't complain.

• Reply from Thorpe Health Centre

  Dear Anon, It was lovely to receive a positive comment with regard to the treatment of your feet. Thank you Carol Postle Compliance Manager

• Quite worrying

  2

  Submitted by Anonymous 16th January 2018

  I was unwell over the Christmas period and went to the surgery. They weren't taking any patients for appointments and told me to go to the walk in centre in Norwich. I went there and they were only taking emergencies. Quite worrying

• Reply from Thorpe Health Centre

  Dear Anon Thank you for your comment regarding the service your received over the Christmas period. In line with all Norwich Practices and to enable support of our NHS colleagues at the hospital the practice does not have routine appointments available over Christmas and New Year. Carol Postle Compliance Manager

• Staff friendly

  5

  Submitted by Anonymous 16th May 2017

  I can always get an appointment for emergency cases and have no trouble booking routine appointments. Reception staff are always friendly, helpful and informative. The nurse practitioner is exceptional. Doctors are kind and I would recommend this surgery to others.

• Reply from Thorpe Health Centre

  Thank you for taking the time to write a positive comment with regard to the practice and its staff. Please do accept out apologies on the lateness of our response. Carol Postle Compliance Manager

• They don't do enough with follow ups

  5

  Submitted by Anonymous 18th November 2016

  My mother is on blood pressure tablets but there is no follow up to see how the medication is going. Just seems to be when something goes wrong. I was informed by the consultant at hospital that the pressure tablets were too high.

• Reply from Thorpe Health Centre

  Thank you for highlighting the problem your mother has had regarding a medication follow up. Time has passed and as this was posted anonymously the practice is unable to respond. Carol Postle Compliance Manager