Watton Medical Practice

Feedback

• No problems at all

  5

  Submitted by Collected by Healthwatch Norfolk staff 30th March 2022

  It's pretty good with not a lot to improve on. We've been having a bit of a battle with medication as there has been a lot of changes in the last few months, but this should all be sorted by the end of this week.

• Reply from Watton Medical Practice

  Dear Patient Thank you for leaving your feedback with one of the Healthwatch Norfolk staff that attended the Surgery on the 30th March 2022. We have worked together with Healthwatch Norfolk to gather feedback from our patients, which goes towards future choices and decisions made to improve the service we provide for our patients. Kind Regards Gemma Smith Complaints Lead Watton Medical Practice

• Ticks all the boxes

  5

  Submitted by Collected by Healthwatch Norfolk staff 30th March 2022

  Generally all good. I can't phone as they always seem busy so I email at 9am and get either a message back or a call from the doctor the same day. Everything gets sorted in a day. In my opinion I can't do a lot about the phones, but I have no problems - I never see a doctor but I'm happy with that as do everything online.

• Reply from Watton Medical Practice

  Dear Patient Thank you for leaving your feedback with one of the Healthwatch Norfolk staff that attended the Surgery on the 30th March 2022. We have worked together with Healthwatch Norfolk to gather feedback from our patients, which goes towards future choices and decisions made to improve the service we provide for our patients. Kind Regards Gemma Smith Complaints Lead Watton Medical Practice

• Repeat prescription

  3

  Submitted by Yvonne Warren 23rd March 2022

  I have had radical surgery for Bladder cancer, which has left me with an Iliostomy. The hospital set up a repeat prescription for my medical supplies with Fittleworth Medical Ltd and this service is very good. However, since moving to Watton Medical Practice I have had trouble with the surgery authorising my repeat prescriptions with Fittleworth. Today I received only part of the order, missing a crucial element of my supplies without which I cannot use the Iliostomy. I have contacted the surgery by e-mail, as it is difficult to telephone the practice and get a response and I need this order urgently.

• Reply from Watton Medical Practice

  Dear Mrs Warren Thank you for your feedback. I am sorry to hear you have had difficulties in ordering and receiving your repeat prescriptions. I have asked the medication team to look into this for you and a member of the team will be in contact with you. Kind Regards Gemma Smith Watton Medical Practice

• Carer for Palliative Care Older Parent

  3

  Submitted by Alan Clare 20th March 2022

  I have supported my parent 97yr old parent who has progressed from End of Life to Palliative Care status since Oct last year. In general terms and within what feels to be pretty rigid accessibility protocols set by the practice, Mum has with the influences of other specialist teams and community health staff received attentive and responsive clinical care from Watton M.P. The designated GP has visited her at home and admin staff have maintained really helpful and courteous telephone contacts. Maybe on occasions as the carer, I've had to jump hurdles and join up a few administrative gaps but in these complex circumstances I am appreciative of the help we have received. If anything does need looking at , I'd say after my experience on 19 March is that individual practitioners may require refreshment as to the purpose of Triage as its primary purpose should not be interpreted as a Gate Keeping or redirecting activity leaving those seeking clinical care in limbo between other agencies whose business is not none critical primary care. That said, I'm Thankful that some gentle persistence on my part did get my reasonable plea logically sorted by the diligence of the duty GP. Thank you

  
  
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• Saying this is the worst GP is no lie

  1

  Submitted by Sean Ashton 23rd February 2022

  I moved to Watton in 2019 and knew the surgery was bad but until the last few months where I’ve had some health issues and had to use the service, I’ve realised it’s without exaggeration the worst GP surgery I’ve ever experienced. Reception staff are rude, they don’t want to see you in person, they eventually call you back but you will have a longer conversation ordering a take away over the phone than speaking to somebody who is supposed to be caring for you. They don’t listen, you have a different doctor/nurse/receptionist calling back each time and you have to explain yourself over and over again. In the passed 2 months I’ve had to visit a walk in centre 40 minutes away from me to actually be seen and treated because this surgery kept fobbing me off and wouldn’t give me the medication I needed, I had to use 111 to get help because the GP kept misdiagnosing me and I’ve now put in a complaint via NHS contact centre who have passed it onto the GP manager but I have yet to be called to discuss my concerns, I’ve had to email GP practise managers from outside my boundary to beg them to take me under their care as I’ve now been unwell for quite some time but this GP is not helping and I have lost all faith in them.

• Reply from Watton Medical Practice

  Dear Mr Ashton, We are sorry to hear of your dissatisfaction with the service you have received from Watton Medical Practice. Thank you for taking the time to speak to me on the 7th March about the concerns you have raised in your review. We appreciate all feedback, which where appropriate, supports future choices made to improve the service we provide for our patients. Kind Regards Gemma Smith Complaints Lead

• Concerned for the future

  3

  Submitted by Collected at a Healthwatch Norfolk event 22nd February 2022

  I don't want to moan but covid is being used as an excuse. I haven't been able to use the doctors, you have to complete a form online by midday to speak to anyone. I had to wait a month for a blood test. I was prescribed the wrong antibiotics and wasn't getting better so I had to go to A&E where they gave me different antibiotics. I'm concerned for the future.

• Reply from Watton Medical Practice

  Dear Patient Thank you for attending the Healthwatch Norfolk Event which took place in the Watton Library and the Watton Cuppa Care bus on the 16th February 2022. We appreciate your feedback and are working together with the Healthwatch team who will be visiting the practice to gather further feedback from our patients. The feedback we receive goes towards future choices and decisions made to improve the service we provide for our patients. Kind Regards Gemma Smith Complaints Lead Watton Medical Practice

• Triage system not well understood

  2

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  They have a triage system, which has lots of benefits but its not very well understood. Their PR needs to be better. The answerphone message is terrible! Once you get in the staff are good and very caring. They've got screens up to protect patients. One small improvement they could make would be to play music in the waiting room rather than a talk show, you can't hear it properly and its not very soothing.

• Reply from Watton Medical Practice

  Dear Patient Thank you for attending the Healthwatch Norfolk Event which took place in the Watton Library and the Watton Cuppa Care bus on the 16th February 2022. We appreciate your feedback and are working together with the Healthwatch team who will be visiting the practice to gather further feedback from our patients. The feedback we receive goes towards future choices and decisions made to improve the service we provide for our patients. Kind Regards Gemma Smith Watton Medical Practice

• Have to fight for blood tests

  2

  Submitted by Collected at a Healthwatch Norfolk event. 22nd February 2022

  Husband got a phone call from the surgery to say they had run out of vials and he would have to travel to the hospital for his blood test instead. When we queried this we were told this was a mistake as my husband was a cancer patient.

• Reply from Watton Medical Practice

  Dear Patient Thank you for attending the Healthwatch Norfolk Event which took place in the Watton Library and the Watton Cuppa Care bus on the 16th February 2022. We appreciate your feedback and are working together with the Healthwatch team who will be visiting the practice to gather further feedback from our patients. The feedback we receive goes towards future choices and decisions made to improve the service we provide for our patients. Kind Regards Gemma Smith Watton Medical Practice

• Never had follow up appointment

  2

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  After my husband had a stroke the hospital wrote to the doctors surgery and we were expecting to have follow up appointments however this never happened. When we wrote to the doctor to ask why we hadn't had a follow up we were told that it was down to us to ask for it.

• Reply from Watton Medical Practice

  Dear Patient Thank you for attending the Healthwatch Norfolk Event which took place in the Watton Library and the Watton Cuppa Care bus on the 16th February 2022. We appreciate your feedback and are working together with the Healthwatch team who will be visiting the practice to gather further feedback from our patients. The feedback we receive goes towards future choices and decisions made to improve the service we provide for our patients. Kind Regards Gemma Smith Watton Medical Practice

• The surgery offers early and late appointments

  3

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  The surgery offers early and late appointments which is really good. I worry about people that can't access the internet as you have to fill in a form online to get help. I've thought about going to a neighbouring surgery but there's no space. I wouldn't go to the doctors unless it was urgent.

• Reply from Watton Medical Practice

  Dear Patient Thank you for attending the Healthwatch Norfolk Event which took place in the Watton Library and the Watton Cuppa Care bus on the 16th February 2022. We appreciate your feedback and are working together with the Healthwatch team who will be visiting the practice to gather further feedback from our patients. The feedback we receive goes towards future choices and decisions made to improve the service we provide for our patients. Kind Regards Gemma Smith Watton Medical Practice