Thorpewood Medical Group

Feedback

• Wait 3/4 hour on the phone to make an appt

  1

  Submitted by Collected at Healthwatch Norfolk event 14th February 2022

  I've had to wait 3/4 of an hour on the phone to make an appointment. Recently I got to number 1 in the queue and then my phone ran out of battery. I was supposed to get my vitamin B injection two weeks ago, but the surgery decided I should miss it and wait until April. Because of that missed injection I lost my balance and fell and was badly bruised.

• Reply from Thorpewood Medical Group

  Thank you for taking the time to leave the Surgery feedback. I apologise you had a wait on the phone and encountered problems getting an injection. Over the past few months there has been a wait for people on the phone. This is based upon getting appointments arranged for patients for the Covid Vaccine Programme. We have experienced an additional 29,000 calls for this. If you would like to contact the Surgery E Mail address with your details - thorpewood.d82048@nhs.net - I will investigate the injection situation you have raised and get back to you. Thank you again. My regards. Andy Cutting Practice Manager

• I'm well looked after

  3

  Submitted by Collected at Healthwatch Norfolk event 14th February 2022

  I think I'm well looked after. My appointments are made for me on a regular schedule, I don't have to request them. When I do have to call it can be very slow. I've given up before.

• Reply from Thorpewood Medical Group

  Thank you for your positive feedback. Such thoughts lift the spirits of the whole Surgery. Thank you again. My regards. Andy Cutting Practice Manager

• Not been seen when I should have been

  3

  Submitted by Collected at Healthwatch Norfolk event 14th February 2022

  I've not been seen twice now when I should have been. I know they have people off sick. When you get to go in the nurses are nice and kind and the care is good. I do have to be on the phone a long time to make an appointment and then you have to wait around all day for the doctor to call. The surgery is also grubby looking, the walls are dirty.

• Reply from Thorpewood Medical Group

  Thank you for your time and feedback. I am pleased you believe you get good care, thank you for the positive words. I do not have your details to see why 2 appointments were not fulfilled. Please email the Surgery at thorpewood.d82048@nhs.net and I can find out exactly what has happened. I apologise. I am sorry you had a wait on the phone. The main reason for this is we have dealt with over 29,000 additional calls over the past few months. We have arranged Covid Vaccinations for patients covering the first to the fourth vaccine. Thank you for pointing out the décor, I have arranged to have this looked at. Again, I am thankful for your feedback. My regards. Andy Cutting Practice Manager

• Used the online system and didn't hear back

  3

  Submitted by Collected at Healthwatch Norfolk event 14th February 2022

  I can't get an appointment for myself. I've used the online system and never heard back. I can't get anywhere with it. I have a real problem accessing appointments easily. I never got my 6 weeks postnatal check up.

• Reply from Thorpewood Medical Group

  Thank you for your time in leaving feedback. I am sorry you have encountered problems with the Online system. Unfortunately I have no details for you to look into this specific to you. If you would like to email the Surgery thorpewood.d82048@nhs.net and let me have your details, I can investigate further. I am unsure if you are using E Consult or the SystemOne Clinical system to get an appointment. I am more than happy to invite you in to show the E Consult System so you know how to use it. I also need to make sure you have the check you have mentioned. Thank you again. My regards. Andy Cutting Practice Manager

• Hard to get through on the phone

  4

  Submitted by Collected at Healthwatch Norfolk event 14th February 2022

  It is hard to get through on the phone, but when I do the service is good. I do understand that the health systems are currently stretched.

• Reply from Thorpewood Medical Group

  Thank you for your feedback, it is appreciated. I apologise you are having to wait on the phone. I am grateful for your kind and positive words once you have a response, thank you. We changed the phone system but the benefits will not be experienced until the full Covid Vaccination programme has finished. We usually experience in the region of 400 calls per day, but over the past few months this has risen because of arranging Covid vaccinations for our patients or taking enquiries on the matter. AN example is 11,315 patients have received their first dose, 9,470 their second vac and 7,878 their booster. Whilst some patients use the direct link on texts, we have experienced an increased 24,000 calls. Thank you again for the time in leaving this feedback. My regards. Andy Cutting Practice Manager

• Obstructive and unhelpful

  3

  Submitted by Collected at Healthwatch Norfolk event 14th February 2022

  I find the online system very difficult to use. I am usually looking for an immediate response or an appointment that day and I never get it. I find it to be obstructive and unhelpful.

• Reply from Thorpewood Medical Group

  Thank you for your feedback, it is appreciated. I am sorry you have not found E Consult helpful, neither getting an appointment on the day you require it. The Surgery online form is a little longer than most of the City, as we use a different one. The form gains more information from the patient initially. This assists the patient and Doctor in that there is less time required on identifying problems on the phone or face to face, meaning more time for finding a solution. We have on the day appointments and people who phone or use E Consult both benefit with on the day appointments. However, the demand does outstrip the clinical resource available on many days, meaning you either have to call again, or the E Consult submitted will be looked at on the day and triaged, with an appointment according to the clinical decision of the GP. I am more than willing to show you the system if you would like to take advantage of this. If so, please feel welcome and send an E ail to the Surgery E Mail address referring to this feedback and let us have your details. we can agree a date for you to come and find out more about it and how to use it better. thorpewood.d82048@nhs.net is the address. My regards. Andy Cutting Practice Manager

• Wait ages on phone and for an online response

  1

  Submitted by Collected at Healthwatch Norfolk event 14th February 2022

  I can't see a doctor, it's so difficult to obtain a face-to-face appointment. I wait ages on the phone and for an online response. We're told to go to the surgery's website but internet access is challenging for some of us. I've had to wait far too long for a response to an online form. I really feel like there's not much compassion and empathy amongst the staff. I was never contacted about my 6 weeks postnatal check up, so it never happened.

• Reply from Thorpewood Medical Group

  Thank you very much for your feedback. I apologise you have encountered problems with a Postnatal check up. I have two GP\'s on site who undertake this and I am concerned you were not placed with one of them. For most GP appointments, we currently stick to a GP making an initial call for the appointment and then deciding clinically if there is a need for a face to Face appointment. In this case, there is and I would like to look into this further. Please would you mind writing to our Surgery E Mail address - thorpewood.d82048@nhs.net -- Please provide your details and I can investigate this further and get back to you. My thanks again for coming to us. My regards. Andy Cutting Practice Manager

• Happy with service provided

  4

  Submitted by Collected at Healthwatch Norfolk event 14th February 2022

  I'm very happy with the service provided. I've always been seen and helped.

• Reply from Thorpewood Medical Group

  Thank you very much for such positive encouragement. Such feedback lifts the whole Surgery. Again, thank you. Andy Cutting Practice Manager

• My older children like the phone calls

  3

  Submitted by Collected at a Healthwatch Norfolk event 10th February 2022

  Over the last year my two older children (18 and 23) have liked using the phone call appointments, they have sent photos in and had medication prescribed without having to come in which they have preferred. I find the receptionist can be a bit brisk and I don't like sharing medical details with someone who is not medically trained. I feel there could be better contraceptive support for my older daughter, she was on a pill that did not suit her and it was a struggle and took a long time to get changed. This could really affect a young persons life.

  
  
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• Staff are lovely

  3

  Submitted by Collected at a Healthwatch Norfolk event 10th February 2022

  It is hard to get hold of someone, if you work fulltime you don't have the time to spend an hour on the phone to try and get through and make an appointment. Staff are lovely when you come in though.

• Reply from Thorpewood Medical Group

  Thank you for your kind words on the team, it is appreciated. We introduced E Consult to assist with access for people working. It is the red box on the front of our website, please try it. If you need assistance, please do not hesitate to contact the Surgery and I am more than happy to meet you with your family or friends to show you the system. I do apologise for the wait on the phone. Thank you again. Andy A Cutting Practice Manager