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Thorpewood Medical Group

Address: 140 Woodside Road, Thorpe St Andrew, Norwich, NR7 9QL
Telephone: 01603 701833
Website: www.thorpewoodmedicalgroup.nhs.uk

Feedback

  • Reply from Thorpewood Medical Group

    Thank you for taking the time to provide the Surgery with feedback. I apologise if the experience of trying to make an appointment was frustrating. From the information provided, the EConsult would have been triaged and the Doctors decision would prompt the dates of appointment. We are shortening the time for call expectation from the Doctor to morning or afternoon. The current practice is a Doctor will call first and make a clinical decision to see or resolve on the phone. I am pleased your second appointment was a better experience. Thank you again. Andy Cutting Practice Manager

  • Reply from Thorpewood Medical Group

    Thank you for the review. I apologise if the service does not meet your expectations. We have recently increased the Face to Face appointments with the Doctors and as Covid Booster vaccine slowly ease, the phone access should improve. The Surgery receives approximately 400 letter per day with results and requests. These are passed to the Doctors and Allied Professionals daily. When there is an urgent need to contact a patient, the Doctor does this as soon as practicable, or will task Reception to contact and make an appointment. Thank you. Andy Cutting Practice Manager

  • Reply from Thorpewood Medical Group

    Thank you for your feedback. I apologise you have not been able to gain an appointment. When Doctors lists are at capacity, and it is not safe to add patients to the list, your call or E Consult is presented to an On Call Duty Doctor. They make a clinical decision on what should happen. This means dependent what you have stated is the problem determines a course of action. If a patient needs to see a GP, then such responses as you state are made. The Walk In Centre is used by all the City's Surgeries'. All the Surgeries pay towards the facility for such cases. Thank you again. Andy A Cutting Practice Manager

  • Reply from Thorpewood Medical Group

    Thank you for taking the time to leave the Surgery feedback. The Doctors are working and have never no been working. I am sorry you have this impression. Even through Covid the Doctors were seeing patients. The issue might be what you are presenting with, as we have a team of Allied Professionals, such as Advanced Nurse Practitioners, who are also prescribers and can accommodate a lot of problems that patients have. Thank you for using E Consult, I would urge you to check the email address you sent the form in with please. I suspect the information for appointments and remedies have been responded to but may be in the "Junk" folder. Thank you again. Andy A Cutting Practice Manager

  • Reply from Thorpewood Medical Group

    Thank you for taking the time to give the Surgery feedback. It is confusing regarding the E Consult comment. These are responded to daily. I would ask you check the email account you submitted the form and check the "junk" mail. Not treating sinuses or ear ache is news to me. You may have been signposted to a service as they would have been better suited to deal with what you were presenting. I am sorry if this caused frustration to you. Your positive comments are appreciated thank you. Such reviews lifts the spirits of everyone in the Surgery. My regards. Andy Cutting Practice Manager

  • Reply from Thorpewood Medical Group

    Thank for the time in posting feedback for the Surgery. Your positive comments are very well received by the Surgery thank you. I am sorry you have experienced problems gaining an appointment for yourself. All Surgeries in the City use the Walk In Centre. This is when a patient calls and the GP or Allied Professional lists are full to capacity and the On Call Duty Doctor makes a clinical decision. This means if the Doctor believes what is being presented must be seen that day and the Surgery is at safe capacity, they will instruct Reception to advise the patient to go to the WIC. My regards. Andy Cutting Practice Manager

  • Reply from Thorpewood Medical Group

    I am sorry you find E Consult awkward. Thank you for trying it. It saves the Doctors time as the form you complete gives an immediate history and they have your record in addition. Should they then decide you need a face to face or telephone appointment, identifying the problem takes less time and gives more time to work out a solution with you. The demand to see a Doctor at present has placed a lot of pressure on the whole Surgery. We have increased our Face-to-Face appointments, but like so many Surgeries across the country, the demand is very high. Thank you for your feedback. My regards. Andy A Cutting Practice Manager

  • Reply from Thorpewood Medical Group

    Thank you for your time in providing the Surgery with Feedback. I apologise if you have problems making an appointment with a Doctor. Clinical assessment is dependent upon what is being presented. I note you are seeing an Advanced Nurse Practitioner. This is a member of our Allied Professional Team. We have three and they are qualified prescribers and very experienced. In certain cases, they are a better option to see, especially if what you are reporting is a specialty for that clinician. The triaging system here results in if you need to see a Doctor, you will. When the GPs are at capacity but the On Call Duty Doctor makes a decision, you should be seen, that is when we may have to ask you to go to the Walk In Centre, like all Surgeries in the area. Again, thank you. Andy A Cutting Practice Manager

  • Reply from Thorpewood Medical Group

    Thank you very much for your feedback. Your positive comment on the Nurse is appreciated. I apologise you have problems seeing a Doctor. The Surgery has increased the Face-to-Face appointments for Doctors. The demand is excruciatingly high at the moment. My regards. Andy A Cutting Practice Manager

  • Reply from Thorpewood Medical Group

    Thank you for leaving the Surgery a review. The Reception Team work to guidance set out by the Doctors. In cases where the guidance indicates they should speak to the on-call duty doctor, they do so; whether verbal or using the immediate messaging on the clinical system. They act on Doctors clinical decisions. Like many Surgeries, Thorpewood has built a team of Allied Professionals. This includes Advanced Nurse Practitioners, Advanced Emergency Care Practitioners. They are prescribers and, on some subjects, are better equipped to deal with patients. It is standard for one item per appointment to be insisted upon by the Doctor. You are able to ask for a double appointment. Thank you again. Andy A Cutting Practice Manager