Submitted by Collected at Healthwatch Norfolk event9th February 2022
Once you get here you're fine but making an appointment is a nightmare. I work 9am - 5pm so this makes it more difficult but online isn't much help either. It is just about getting through to the surgery. My appointments have been okay.
Reply from Thorpewood Medical Group
Dear patient
Thank you for your feedback, it is appreciated. I am sorry that trying to make an appointment has been a poor experience for you. The Covid vaccination programme has not assisted us in being very quick on responding on the phone, I apologise.
If you would like to find out more about the Online access for an appointment, please make contact and I am more than happy to invite you to the Surgery and show you the full working of E Consult. Please email the Surgery E Mail address thorpewood.d82048@nhs.net for my attention and we can arrange for an appointment here to go through the system.
I am grateful for your kind words relating to your actual appointments, thank you.
My regards.
Andy Cutting
Practice Manager
Fine, didn't wait long and answered questions
5
Submitted by Collected at Healthwatch Norfolk event9th February 2022
It was fine. I didn't wait too long and my questions were answered. How easy it is to get through on the phone depends on when you call. I was on hold for 30 minutes and was only number 5 in the queue. Once you get through it is easy to get an appointment but it's whether it always fits in.
Reply from Thorpewood Medical Group
Thank you for your positive feedback. Such comments lift the moral of every worker in the Surgery. This is appreciated.
Andy Cutting
Practice Manager
It's just the time it takes to get through
4
Submitted by Dorothy Kirby9th February 2022
It's just the time it takes for someone to answer the phone but once you're in it's okay. It can take an hour to get through to someone on the phone. I was happy with the call back though - they offered me one and I was very satisfied with it.
Reply from Thorpewood Medical Group
Thank you for leaving us feedback. The problem with getting through on the telephone still evolves around the extra demand every Surgery is experiencing at the moment. I do apologise.
We continue to facilitate the Covid Vaccine National Programme. This has caused an enormous increase in calls. Despite installing a new system and encouraging people to use E Consult, whilst we continue with the vaccine programme and rise in demand on our services, there will be a delay on approaching us by phone. I am grateful for your comment.
Andy Cutting
Practice Manager
When you get through you're fine
4
Submitted by Collected at Healthwatch Norfolk event9th February 2022
Helpful reception, everyone is lovely here. When you get through you're fine but I had a 1 hour wait on the phone.
Reply from Thorpewood Medical Group
Thank you very much for your feedback, it is appreciated.
The Surgery usually deals with approximately 400 calls per day. During the current Covid vaccine programme and more people becoming more confident in going out, we have had unprecedented demand, like all Surgeries across the Country. Over six months on top of the daily experience we have had over 31,000 additional calls. We have facilitated thousands of vaccines and enquiries. I am sorry.
I appreciate your kind comments as well. Such thoughts lift the spirits of everyone in the Surgery.
My regards.
Andy Cutting
Practice Manager
Great Experience
5
Submitted by Anonymous8th February 2022
I had an appointment with Anne the nurse for an ECG, she was so lovely to me, she really put me at ease and explained everything she was doing. Anne made me feel very comfortable whilst sat semi naked. After doing the ECG was concerned about something so she went and got Dr Hampsheir straightaway who listened to my chest. He explained what was happening, said i need a referral and discussed options with me. I see lots of negative comments about the surgery but my experience was amazing, Anne and Dr Hampsheir are a credit to the surgery.
Reply from Thorpewood Medical Group
Dear Patient
Thank you very much for your kind thoughts and the time in providing this positive feedback.
I will share this with the whole Surgery as it lifts everyone's moral.
Thank you once again. My regards.
Andy Cutting
Practice Manager
Poor service
1
Submitted by Janine Norman2nd February 2022
I called two weeks ago for a face to face wasn’t allowed a telephone appointment instead was booked for following week that was then cancelled via a text off them to be told it would be week after (today) it’s now 9pm I guess I’m not getting a call!! It’s for my 5 year old too, not happy
Reply from Thorpewood Medical Group
Dear patient
Thank you for your time in giving the Surgery feedback. I am sorry you have experienced delays and not receiving a call. If you would like to email the Surgery address -
thorpewood.d82048@nhs.net - Please let me have your details and I can investigate this in more depth.
Like many Surgeries we are suffering with staff and Clinicians being absent with no warning based upon testing positive for Covid or isolating. I believe this would be the reason for the text cancellation. Again, like many Surgeries, the Doctors are phoning patients first and then making the decision on a Face 2 Face appointment. This reduces the risk of Covid infections. Also, many presentations may not need a Face 2 Face appointment.
I apologise if you did not receive a call as scheduled. I do know one of our GP\'s was called to an emergency late in the day and this might be the reason you did not get a call. I sincerely hope you did today. Without your details, I can not check this.
Again, I am sorry for the experiences you have encountered and offer you let me have more details as above.
My regards.
Andy Cutting
Practice Manager
Hassle ridden renewal of medicines.
2
Submitted by Gerald Speck21st January 2022
Online messaging to the surgery and other desperate attempts to get the renewal of my medicines authorised have caused me a great deal of stress and anxiety and have added to the overall depression that has come with this trying times. During my latest attempt at renewing my medicines a review was required - on 11-01-2022 a call from the surgery informed me that a qualified person would contact me during the morning of 19-01-2022 - great, that would get the review sorted and renewal of my medicines okayed. Having made various alterations to my plans I made myself available to take that call. The morning passed as did most of the afternoon but no call from the surgery was forthcoming. Late afternoon I did receive a call from the surgery which was totally unrelated to my medicine review - the unrelated issue was dealt with pleasantly and efficiently. I took the liberty of mentioning the medicine review to the caller and she was able to inform me that given my medical info help by the surgery a verbal phone review had not been considered as necessary. So, throughout the day I had been expecting a call which was never going to happen. How disrespectful can the surgery's treatment of a patient be? A couple of times through the day I had logged in to SystmOnline to check for any messages posted by Thorpewood and to find out if three of my medicines that run out on Saturday 22-01-2022 had been made available to me. It was only after the late afternoon call from the surgery on another matter that I once again visited SystmOnline and, lo and behold, I was able to order the medicines from my chosen pharmacy. The following is a copy of a message sent to Thorpewood on 10-01-2022 ....... "Three of my medicines are due to be reviewed before I can request their renewal. Can you please arrange for me to speak with someone who can conduct such a review or - should this be difficult at these pressurised times - sanction the renewal of the three medicines without a review so that I can continue taking them as per usual. Thank you."
Reply from Thorpewood Medical Group
Dear Patient
Thank you for you your detailed feedback. It is appreciated. I apologise for the frustration that the Surgery systems and processes have caused you.
Without your details I am limited in investigating this further. I am sorry. I do not know what online system you used and cannot see attempts of activity this end.
If you would like to E Mail the Surgery E Mail Address - thorpewood.d82048@nhs.net and let me have your details, I am more than happy to either investigate further or invite you to meet me and we go through this together.
I apologise and thank you again.
My regards.
Andy Cutting
Practice Manager
GOOD SERVICE
4
Submitted by MRS JUNE I BARTRAM.17th January 2022
I have in the past put a complaint in to the surgery , it is only right that I now say thankyou to the staff at Thorpwood, following my last visit and follow up for treatment and ongoing referrals , I cant remember the names of your nurses that saw me, but please pass on my thanks.
Reply from Thorpewood Medical Group
Thank you very much for your feedback. I appreciate the time you have taken and your thoughts.
Such comments lifts the whole Surgery. I will share with the Nurse Team.
My regards.
Andy Cutting
Practice Manager
Fantastic Care
5
Submitted by Anonymous13th January 2022
I mentioned to Mel the practice nurse whilst seeing her for something else that I was generally feeling really unwell. After discussing my symptoms she booked me in for BT straightaway. She has since followed this up. She is very caring, kind and compassionate and clearly cares about her patients. Thank you Mel !
Reply from Thorpewood Medical Group
Thank you very much for this feedback. Such positive encouragement and thought lifts everyone in the Surgery.
I will bring this to the attention of Mel our ANP and let all the Surgery have sight.
Thanks again.
Andy Cutting
Practice Manager
No GP Service For Me
1
Submitted by Anonymous29th December 2021
I fill in the econsult form and got a email in reply stating they would contact me before 6.30pm the next day. They did no such thing. So I called them 8.30 am next day and to get in before a question built up. My call got answered in 5 min. Receptionist told me capicity is full go to a walk-in centre. In effect it was a waste of my time to fill in the econsult form as I would not know their "capicity was full"! When I said, half joking I could be dead in a few days she said I would not be.....but who is she, not a doctor of medicine, no medical qualifications to say that to me. From the foregoing in my experience and with relatives who have had the exact same experience....there does not exist a GP practice. What exactly are they doing!