Watton Medical Practice
Feedback
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Carer for Palliative Care Older Parent
20th March 2022I 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
23rd February 2022I 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.
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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
22nd February 2022I 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.
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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
22nd February 2022They 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.
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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
22nd February 2022Husband 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.
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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
22nd February 2022After 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.
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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
22nd February 2022The 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.
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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 -
Tried to contact doctors online
22nd February 2022Tried to contact doctors online for husband, taking photos of rash and submitting them, couldn't get any help so ended up getting support from the the pharmacist, he was brilliant, thank goodness for them. On another occasion I had a stent fitted at hospital and was supposed to have follow ups with my GP, however this never happened. Everything is worse since covid.
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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 -
Quite good, just lacks continuity
22nd February 2022The service recently has been quite good. Mainly because we’ve been able to contact someone else so we don’t need to contact the surgery. We keep asking the surgery for the results of my MRI and being told it’s ‘not available yet’. It shouldn’t take 6 weeks to get MRI results. We’re expecting the results to come back to the surgery not to the 'Medicines for the Elderly' and no one has told us anything different. The people are trying, ones on the front desk are trying. I guess they’re not bad people. There’s just no continuity of care with good doctors.
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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 -
Pedantic system to see someone
22nd February 2022It's the pedantic system you have to go through. Fill in a form to say hello basically. We came from a good practice and it's very different here. It's amazing how long it takes on the phone - you can be number 19 in the queue and wait 1 hour before you even speak to someone. It's terrible. They don't seem to teach older people the system so they really struggle. Any of the doctors left never seem to see anyone. Someone we know said they couldn't do the online system and they were given a four page guide telling them how to use the online system - it was just too difficult for them to follow. If you don't get the right form you get told to do another form - but they purposely only give you one form. It's not clear or simple. They don't listen and aren't prepared to change. You are able to fill in a form and they can book an appointment for you but you don't see a copy of your request. The navigators also can't fill in the forms for you after 2pm. It feels a bit like we will get back to you "when we want to do it". Not seen a doctor since we moved here. I rang and asked for a review and it's not happened. Where we were before we could just speak to a receptionist but they knew more about problems. Here you go to a 'care navigator'. They do have a private room to speak in but the sign above the door says "mental health room". They ask what's your name and problem in front of reception. They have got the room for a private space for a conversation but it doesn't seem to suit them to use it. I don't know the partners. We suggested a board with their photos on in the waiting area but the reply was that most staff don't like that idea. The PPG are long term servants and I think they need new blood. We don't feel listened to. They held an event to hear patient views but no actions came of it. There are individuals who are very good but they are operating under a pedantic system.
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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