Having received reminders from Thorpewood and a letter from the NHS reaffirming the importance of me having the flu jab I final got through to the surgery only to be informed by the receptionist I couldn't have one and would have to wait for a cancellation. No explanation as to why or an alternative solution of where I could get one.
Potential TIA was experienced so we phoned the surgery but were told we could not speak to a doctor or nurse and no appointment could be made.
We contacted a friend who was a retired doctor and said we should contact A&E. We contacted A&E, went straight away and had a whole battery of tests which confirmed the TIA and gave follow up support and testing.
Dr Hampsheir has been great – I have a lot to owe to him. When I was diagnosed with prostate cancer and waiting for treatment I went back to my doctor and asked him ‘what’s happening’. Within two weeks he has managed to get everything started by talking to the right people. They’ve been good to me so I can’t fault them.
They seem to put their appointments out online at midnight so you can’t get to see someone within 4 weeks which is frustrating but they do a brilliant job. They’re just so busy. They do fit you in when it’s urgent.
Reply from Thorpewood Medical Group
Dear Anonymous,
Thank you for leaving such a positive feedback with regard to Dr Hampsheir and the treatment he has recently organised on your behalf..
Please be assured we are aware of the difficulties with appointments and this is something we shall be looking at in more detail through this next year.
Yours sincerely
Carol Postle
Patient Services Manager
Imposible to make appointments
1
Submitted by Anonymous30th December 2019
They don't answer the phone. I was number one in the queue for more than 40 minutes. I had to put the phone dow, when there and the gp wasnt busy at all.
Reply from Thorpewood Medical Group
Dear anonymous
Thank you for your feedback - firstly, my apologies that you took so long on the phone and still did not get to speak to one of our receptionists.
Contrary to your perception, we were exceptionally busy between Christmas and New Year - unusually so for what is normally a quiet period of time for GP surgeries, with the public normally either wishing to be with their families or out on the high streets sale shopping. Maybe the days of the public actually visiting stores during the 'January sales' are behind us...hence this spike in demand this year.
Our GP.s and Advanced Practitioners had all been moved from pre-booked appointments to 'sameday only' appointments to assist the wider whole-system pressures which were expected between Christmas and New Year - and those pressures certainly arrived, as reported across the whole NHS in Norfolk.
That your perception was that we were not busy can only be a testament to the calm manner in which the reception dealt with your needs when you walked in to the surgery - the actual demand itself was much higher than that seen in previous years.
Ian Wilson
Practice Manager
Access to appointments really difficult
1
Submitted by Anonymous31st July 2019
It's really difficult to get appointments, even in an emergency. They very rarely give our same-day appointments and are quick to advise people to go to A&E. Phoning up is a really stressful as it's so busy. We moved surgeries because we weren't satisfied.
Reply from Thorpewood Medical Group
Dear Anonymous
As explained to you over the telephone at the time, the medical needs you outlined were referred by the receptionist to the On-Call Doctor, who used their clinical judgement and experience, together with past medical notes, to recommend that you attend Accident & Emergency, given the severity of the situation.
Whilst understanding your natural reluctance to use the most urgent emergency care part of the NHS, the On-Call Doctor would not have done this without good reason; otherwise one of our 100 or so 'sameday' appointments here would have been used instead.
We will be introducing online consultations/internet based segmentation in the next few months, as an early adopter of the pan-Norfolk new way of working; hopefully this will ease the issues you highlight on the phones.
I am sorry that you felt you had to move surgeries on the back of this GP clinical advice, and hope that the medical situation you outlined has now become less critical.
Ian Wilson
Practice Manager
Dr is very nice and helpful.
4
Submitted by Anonymous28th May 2019
Overall, friendly experience here. Waiting time for advance booking is average, but Urgent appointment service is usually good.
Reply from Thorpewood Medical Group
Dear Anonymous
Thank you for your feedback, and positive rating of the service we have provided you. The friendly experience you mention is absolutely what we are looking to provide.
We normally have 100-120 'sameday' appointments available each day, and have just strengthened our sameday service by recruitment of an additional clinician, who starts seeing patients soon, after the normal practice induction process,
It is good to learn that you feel our existing urgent service is good - hopefully you will see further improvements in the service after the new recruit is up and running in the next week or so.
Thanks again for your feedback.
Ian Wilson
Practice Manager
Regular and efficient
5
Submitted by Anonymous18th March 2019
Good timing and helpful nurse
Reply from Thorpewood Medical Group
Dear Anonymous
Thank you for your feedback on Thorpewood Medical Group, and the rating that you have given us.
It is really good to learn of your good experience, and I hope some further recruitment we are undertaking can only enhance this in months/years to come.
Thank you for taking the time to post your comments/rating.
Ian Wilson
Practice Manager
making appointments
3
Submitted by Anonymous3rd January 2019
It must be easier to make appointments. Service ok once you can get seen
Dr Nnene inspired me, encouraged me and helped me a lot and gave me a lot of time.
Reply from Thorpewood Medical Group
Dear Adam
Thank you for your kind words re the GP you saw, and the positive rating you have given to Thorpewood Medical Group.
I will certainly make sure that the GP is aware of your feedback, which will be really helpful for their external appraisals. Thank you.
Ian Wilson
Practice Manager