Thorpewood Medical Group

Feedback

• Immediate Attention

  5

  Submitted by Colin Denn 29th July 2022

  I was called into surgery for blood test. Three days later I got a text from surgery asking me to call. When I called I was told the doctor wanted to discuss my test result and would call me next day Dr Hampsheir called as promised. He patiently explained the problem and sent a prescription to my chemist which I picked up next day. He also arranged for me to take a repeat blood test. I was very impressed by my treatment and would like to thank Dr Hampsheir for his attention and quick response.

  
  
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• CQC need to revisit

  3

  Submitted by Anonymous 21st July 2022

  This surgery has gone downhill and are blaming COVID and saying all surgeries are struggling. They have this ridiculous e consult service that they also say other surgeries use, I beg to differ. My husband had an ongoing issue, is diabetic and surgery kept him waiting weeks for a telephone consultation and then said you are diabetic and this happens. We moved surgeries and had an face to face appointment with a GP,advice, blood tests and medication and he’s fully recovered. I would avoid this surgery, they have a duty of care to their patients but would rather advise everyone to fill an online form in and dismiss you rather than see you. They were rated highly last CQC visit, this time they will be in special measures if they don’t improve

  
  
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• Trying to get through to the surgery

  1

  Submitted by Anonymous 15th July 2022

  Responded to a telephone message from the surgery asking to book an appointment asap. 1 hour and 41 minutes still waiting to get through

• Reply from Thorpewood Medical Group

  Dear Patient I apologise for this experience. Please would you email the Surgery E Mail address for my attention. thorpewood.d82048@nhs.net please provide me with the date and number you used to call the Surgery. From the telephone system I will be able to identify exactly what happened and get back to you. Thank you for bringing this to my attention. Andy Cutting Practice Manager

• Rude reception staff

  1

  Submitted by Anonymous 7th July 2022

  Rude staff

• Reply from Thorpewood Medical Group

  Dear patient I thank you for your feedback. I apologise if you believe the Surgery Team are rude. My regards. Andy Cutting Practice

• Shocking service

  1

  Submitted by Anonymous 19th May 2022

  You have to ring up at 8am and sit and wait for an hour in the hope you can get to speak to any one, that's if they are open that day! then wait all day to get a call back to be told the wrong information, and then get told they will do a follow up but never do. You get made to feel that you are a inconvenience to them. Shocking service and will be moving to a different doctors asap!

• Reply from Thorpewood Medical Group

  Dear Anonymous Thank you for your feedback and I apologise if you have experienced a poor service. The phone calls in continue to be a pressure for most Surgeries. Whilst we remain arranging Covid Vaccinations under the NHS Guidelines, this has prompted over 30,000 additional calls to us over the past few months, there will be delay in answering and I apologise. If you went to our Website, you could try E Consult online request for consultation. I do wonder if you have the right Surgery when you state \"if they are open that day\". The Surgery is open 0800 to 1830 Mon to Fri. We close 10 afternoons per year with the rest of the Norfolk Commissioning Group Surgeries for training. We have never been closed in the 23 months I have been here. My regards. Andy Cutting Practice Manager

• I don't think it's a very good surgery

  3

  Submitted by Collected at Healthwatch Norfolk event 29th April 2022

  I don't think it's a very good surgery. It might be if you can get past the receptionist, but I can't! I feel like I can never speak to a doctor. A few times I have just been told to go to the chemist and haven't been able to speak to a doctor at all. I am a woman living alone in my 80s and I wasn't offered a blood test for over 5 years.

• Reply from Thorpewood Medical Group

  Dear Patient Thank you for your feedback and I apologise for any adverse experience with the Surgery. The item you raise is a common thought by many patients across the Country. The position at this Surgery is that a Receptionist would consult with the On Call Duty Doctor before advising to go to the chemist, as they are not clinically trained. The Doctor makes a clinical decision. If this means clinically you do not need to be spoken to or seen, such advice would follow how you experienced it. If you would like to make yourself known to me at the Surgery, I will willingly look at the blood test situation you raise. Thank you again. Andy Cutting Practice Manager

• Nightmare to deal with

  1

  Submitted by Anonymous 7th April 2022

  I have no problems with the actual doctors but getting to see one is a nightmare. E-consult is cumbersome and often only results in a need to chase up then a phone call with a practice nurse which then needs another appointment and a chase up etc etc. Told to ring at 8am for a same day appointment results in a call back from a clinician (could be anyone) and having to wait by phone for hours (what if you have to work) because if you miss the call and have to call the surgery back you will be put into a queue (average wait from experience 50 minutes) . Once you get the phone call, if it isn't a doctor, then you have to go through the whole thing again to get a doctor phone call. I know things are tricky at the moment but surely there must be a better way to deal with this. I have already had a cancer diagnosis missed and don't want this experience again. I have deliberately kept my comment anonymous as I don't want any future care prejudiced (until I can change practice) but have no faith that anything would/will change anyway. Such a shame.

• Reply from Thorpewood Medical Group

  Thank you for the time you have taken to provide feedback. Unfortunately you have not left your details and I am limited in investigating in respect of your comments. I am disappointed as you believe this would interfere with ongoing care and I have to say some of your comments do not sound right. The E Consult system is specifically used by the GP\'s and Allied Professionals, Nurses do not receive these and would not call. The system does ask questions which you may find cumbersome. I am sorry about this. The system is a national one and written by 26 Doctors for Doctors. It is an intuitive programme. As you answer questions the system is programmed to gather more information about the problem you have reported. The benefits to this is on receipt, many of the questions the Doctor would ask, have been covered. This means when you have an appointment, whether call to Face to Face, more time is available for providing a care path; rather than identifying the problem. If you make yourself known to me I am more than happy to show the System in full. For example, if you are at work and have missed a call from a GP, you are able to reduce this happening going forward. Near the end of the E Consult form you are asked if there is anything else you would like to tell the Doctor. It is a free narrative field and suggest you state please call after/before X hours as I am at work. There will be a wait on the phone at present. The Surgery have and continue to facilitate patients gaining their Covid Vaccines. Over the past few months we have received over 30,000 additional calls to the usual 400 daily calls. We introduced a new phone system and E Consult to manage call better and reduce calls by using online. Unfortunately the Vaccine programme has proved an obstacle to this. I am surprised if you have had a phone consultation, you are asked to enter into the system again. I need more information to make an enquiry on this. Many GP/Allied Professionals appointments commence with a phone call. A clinical decision is then taken whether to resolve the item or call the patient in for a Face to Face. I am concerned when you have had a cancer diagnosis missed. I would like to investigate this please. Please email the Surgery address thorpewood.d82048@nhs.net If you let me have your details I can look into this. You can also confirm if you would like to come and see the E Consult system. Again thank you for writing in and I apologise if the standard of service does not meet your expectation. Andy Cutting Practice Manager

• They have a duty of care to see you

  1

  Submitted by Anonymous 16th March 2022

  Absolutely awful service. Doctors are fine, you just cant get past the wall to see them. Even 111 service said they have multiple problems from this surgery, they have a duty of care to see you they told me, and the paramedic said its a disgrace and puts too much pressure on them.

• Reply from Thorpewood Medical Group

  Thank you for your feedback. I apologise if you have been unable to gain an appointment with a GP. Unfortunately, without your details I am unable to investigate further. I am surprised the 111 Service have made such comments. The GP\'s on site make the decision if a patient is seen or not, so I do not understand the sentence getting \"past a wall\". Should the appointments be at capacity and all the Dr appointments are taken, then we have limited options to provide you, I am sorry. Thank you again. Andy Cutting Practice Manager

• Prescription following nhs referral

  2

  Submitted by Nicola Bridges 3rd March 2022

  I had a NNUH appointment 22nd February, they said they would send letter electronically same day, I enquired via website as when to get prescription, reply was early following week, I went in today and informed not been actioned. Receptionist said she would refer to GP, but she wasn't able to tell me how I would be told when/ how prescription would be available.She said she would like to say I'd be phoned but seemed unlikely this would happen. I am anxious to get my treatment underway. I have no confidence in surgery's processes. I don't access GP services often.

• Reply from Thorpewood Medical Group

  Thank you for your time in leaving this feedback. Without more detail I cannot research or investigate this very thoroughly. I do apologise for the experience you have had. Letters from Hospitals and Specialist Units do not regularly come to the Surgery on the same day. They are electronically sent, but this can be the next day or longer. Upon receipt we scan the letter to your record and task a GP to view the letter. The record entry and task are actioned the same day of receipt. Doctors have differing practices, some GP\'s will act upon receipt of the task, others do not. If you would like me to pursue this further, please email the Surgery E Mail Address D82048.thorpewood@nhs.net Make yourself known to me and refer to this feedback please. I will look into this further for you. Thank you again and my regards. Andy Cutting Practice Manager

• No Problems

  5

  Submitted by Collected by a PPG member 28th February 2022

  I have no problems with this surgery

• Reply from Thorpewood Medical Group

  Thank you for your positive comment. It is appreciated, such feedback lifts the spirits of the whole Surgery. My regards. Andy Cutting Practice Manager