Watton Medical Practice
Feedback
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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 -
Staff are fine but under pressure
22nd February 2022I phone them and they’re under pressure but they’re good. The paramedics are the best. Pharmacist is lousy. They didn’t do what I expected and didn’t feel like they were on my side or sympathetic. I had a medical assessment and they asked lots of questions – they were quite medical questions and they weren’t a medical person asking them. The staff are fine – I’ve had no problems with them. The people getting everything thrown at them are doing the best they can.
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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 -
Didn't know how to use blood pressure machine
22nd February 2022They didn’t have the faintest idea how to use the blood pressure machine in the waiting area. I asked the receptionist and was told “it tell you over there”. I was then told I could pay for one if I wanted to. It just shows their bad attitude.
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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 -
Long wait on phone, difficult to see doctor
22nd February 2022Sometimes you get a doctor if you’re lucky, most of the time you only get a pharmacist or paramedic. I have spoken to a doctor on occasion but you have to be quiet forceful. My husband had an MRI but never had the results back. You have to fill in a form online but it’s fine if you can or if you can use online. When you ring you can be 34 in the queue and have a 40 minute wait.
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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 -
Records said three heart attacks rather one
22nd February 2022On records at the surgery my husband had it noted that he had three heart attacks rather than just one. We only found out when we asked for medication records. We did manage to get it changed but it’s quite an important thing to have correct. The surgery doesn’t grasp that some things are urgent or important. You have to fill in a form and write that it’s urgent. You have to almost overexaggerate to get across the point that it’s urgent. I asked for something to be done urgently and they said it would take two weeks and was told they were ‘a bit behind with their scanning’. Maybe it wasn’t urgent but it did need doing. I phoned for a prescription and they didn’t know what I was talking about. It was needed for an operation so it couldn't wait. I went for my prescription and it hadn’t been done. I got to the surgery and was told they didn’t know. I had to go to the pharmacy and get an emergency stock because someone hadn’t done their job. You shouldn’t need to go through this performance to get something done.
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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 -
Could only complain in writing
22nd February 2022My friend was spoken to rudely by the receptionist and wanted to make a complaint. I advised them that they needed to speak to the practice manager. They were told that they needed to write down their complaint and were not allowed to talk to the practice manager.
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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 -
Delayed referral to hospital
22nd February 2022Rang 111 for my husband and the line said it was extremely busy so I rang 999 and they said there would be a long wait for an ambulance since it didn’t count as an emergency. Ended up taking my husband to hospital and after he left hospital, they said he needed to see his GP. I phone the surgery to speak to a receptionist and got told to ‘fill in a form’. The form wasn’t available. They said they would look into it and call me back. My husband has a history of cancer and was passing blood in his urine. I called referrals at N&N and they hadn’t heard anything about a referral. We then go for our COVID jabs and they tell him he needs to go to the doctors because of his pulse. The doctors call and say he needs to get an ECG. I tell them that he’s already had the results for this but take the opportunity to ask about the urology referral that we still hadn’t hear anything about. They say it’s with the secretary. Within 10 minutes of calling I had a phonecall about the referral and booking an appointment. I know the system and how it should works so was able to push for it but what about people who don't? The consultant was not happy when we went to the appointment at the hospital. It was meant to be a 'one stop' appointment but they couldn’t do all the tests and seemed to blame telephone appointments.
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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 -
Pleased with their pharmacist
22nd February 2022My husband has had a heart attack and Tobi, the practice pharmacist, saw him because you can't see a doctor. He was very good though, checked everything and did blood tests. He had his echo 18 weeks later and a cardiology referral. It all went through well.
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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