Thorpewood Medical Group

Feedback

• My husband rang , got a same day appointment

  4

  Submitted by Collected by a PPG member 28th February 2022

  We had a wait time of 47 minutes on the phone this morning which could be better, but after we got through my husband did get an appointment on the same day. We were really pleased to get a face to face appointment.

• Reply from Thorpewood Medical Group

  Thank you for your positive feedback and raising the point of waiting on the phone. I do apologise for this. Whilst we continue with the Covid Vaccine Programme for our patients, we will remain under pressure with calls coming in. We are up to 31,000 additional calls over the last few months, over and above the usual daily demand. Thank you again. Andy Cutting Practice Manager

• Not happy with surgery looking to move

  1

  Submitted by Collected by a PPG member 28th February 2022

  I'm not happy with surgery looking to move surgeries. My referral has taken months for hospital - surgery not putting referrals through. I had similar with my daughter. I'm not against the e consult system but it is difficult and had to be chased. It's difficult to wait on a telephone call not knowing whether it's morning or afternoon - what if you were in a place where confidentiality was a problem? I work full-time and it makes it harder to get through to the surgery. I was satisfied with the appointment but they prescribed me something that was discontinued. I understand the pressures on the surgery but this surgery is not good.

• Reply from Thorpewood Medical Group

  Thank you for your feedback. I apologise if the standard of service does not meet your expectation. Nationally we have experienced delays with referrals as it has not been safe for patients or health professionals with the Covid situation. I am unable to comment on other items raised as I do not not have your details. Thank you again however. Andy A Cutting Practice Manager

• I got to see a doctor quickly

  5

  Submitted by Collected by a PPG member 28th February 2022

  I think they are doing a good job considering. I got to see the doctor quickly.

• Reply from Thorpewood Medical Group

  Thank you very much for this positive feedback. It is supportive and lifts the moral of the whole Surgery. This will be brought to the attention of all the Team. Thank you again. My regards. Andy Cutting Practice Manager

• Not happy being asked to go to walk in centre

  3

  Submitted by Collected by a PPG member 28th February 2022

  I am not happy with being asked to go to the walk-in centre. My details are not with the walk-in centre but the surgery so why am I being sent there? I was sent to Lionwood and there were no details again. 10 days of back and forth - not happy about it. I saw a GP today and having problems with getting this finally resolved.

• Reply from Thorpewood Medical Group

  Thank you for the time in providing the Surgery Feedback. In circumstances when you contact the Surgery and present with a problem, the Reception will make contact with the On Call Duty Doctor when the appointment schedule for all Doctors and Allied Professionals are full to capacity. The Doctor will make a clinical decision. If they believe what you are saying requires seeing that day, and there are no appointments left, they instruct the Receptionist to advise you attend the Walk In Centre. All Norwich Surgeries contribute to this service and use it in times of need, when there are no appointments left. If you have consented, when attending the Walk In Centre, they will be able to see your record. Thank you again and I apologise for any problems you have encountered. My regards. Andy A Cutting Practice Manager

• Been here 50 years, I Like the doctors

  3

  Submitted by Collected by a PPG member 28th February 2022

  I prefer face to face appointments. I find the wait on the phone too long, which is especially hard when you have hearing problems. I have been with this practice for 50 years and I like the doctors.

• Reply from Thorpewood Medical Group

  Thank you for your feedback. The Surgery has just increased Face to Face appointments with Doctors and our Allied Professional Team. Your positive words are appreciated by everyone at the Surgery. Andy Cutting Practice Manager

• Generally happy

  5

  Submitted by Collected by a PPG member 28th February 2022

  I've been a patient here for over 12 years so generally happy with the surgery and staff here.

• Reply from Thorpewood Medical Group

  Thank you for such a good review of the Surgery in general. Such positivity lifts the morale of everyone working on site. It is appreciated. My regards. Andy A Cutting Practice Manager

• Doctor was lovely

  4

  Submitted by Collected by a PPG member 28th February 2022

  The doctor was lovely but took a while to get through to make an appointment. I am in an age group that doesn't need the surgery often.

• Reply from Thorpewood Medical Group

  Thank you for a positive review of our Surgery. Such supportive comments lift the whole team on site. It is appreciated. My regards. Andy A Cutting Practice Manager

• Don't like the online system

  2

  Submitted by Collected by a PPG member 28th February 2022

  I don't like the online system, never seem to get a response. Don't always get a response having make calls either.

• Reply from Thorpewood Medical Group

  Thank you for the time in posting a review. I apologise if you are not happy with the online system. There are two systems, one being the TPP SystemOne where you can order repeat medication for example, or there is E Consult. The latter gives an immediate response to the email you used to send the form in. A further response is then sent by 1830 the next outlining an appointment. Please check your spam on your device. You are more than welcome to make yourself known and I can invite you in to look at both systems and try and help you. Thank you. Andy A Cutting Practice Manager

• Sympathise with NHS

  5

  Submitted by Collected by a PPG member 28th February 2022

  I sympathise with the NHS in every aspect. At present my wife makes appointments and there is no cause for complaint as far as I know.

• Reply from Thorpewood Medical Group

  Thank you very much for the thought and time placed in this feedback. The wider view of the NHS and acknowledgement that we are providing a service is great. Your supportive words are appreciated by all the workers on site. Thank you again. Andy A Cutting Practice Manager

• Not happy with chemo injection availability

  4

  Submitted by Collected by a PPG member 28th February 2022

  I'm not happy with chemo injection availability. Should have chemo injection weekly, have to book these up myself and quite often they are not available. It's okay if say four can be collected at once at surgery. The link between pharmacy and surgery regarding medication is not so good. Spine injection at N&N has stopped, cannot get answer as to why.

• Reply from Thorpewood Medical Group

  Thank you for leaving the Surgery a review. Your rating of our service is appreciated. If you are able to make contact with me in order I can get more information, I would be happy to investigate this for you. The Surgery does get involved with Injections of this type for male patients on site, but every four weeks. I need to know what injections and gender to pursue any answers. Usually the Surgery receives information from the hospital to prompt obtaining the medicines. Again, I would need more information around this in respect of your comments on Pharmacy and N&N. Thank you. Andy A Cutting Practice Manager