Watton Medical Practice

Feedback

• Unable to see a doctor

  1

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  I was going to complain to the CQC about how it's run. The attitudes. All of it. Pharmacists paramedics and healthcare staff are great. But everything has been piled onto them. In my experience doctors don't ring back. You go through all their forms and there's no doctor. A locum doctors said they'd put my prescription through but nothing was at the chemist. Was told the locum doctor couldn't do it and needed someone else to confirm the prescription. They just don't seem to understand that some things are urgent. It's not being able to speak to a doctor that's the problem. Most people you speak to will say the same thing. A while ago they threw people of the list and sent them to Hingham and Shipdham and we regret not going to the other surgeries. They don't seem to be able to prioritise. I think it is bad management.

• 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

• I think it's diabolical

  1

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  I think it's diabolical. I lost my husband to cancer seven years ago and a doctor at the surgery found an aneurysm but didn't tell anyone. So my husband was obviously carrying on as normal. Over 5 years the aneurysm wasn't mentioned once. He had scans for his cancer and the hospital translated it for the GP. We went in to go through it all with them. When he finished I went "I suggest you read it all" and the doctor just went "oh". Within three days we were seeing a surgeon. The surgeon said there's nothing we can do now because you will bleed to death. I can't think of a good thing to say about it. The receptionists try to tell you what to do medically. They have failed to read notes on the screen in front of them - this is nurses, doctors and receptionists. I don't go myself now - it did really effect me. I don't think they're overwhelmed I think this is incompetence. I can't see a doctor so I go to A&E and I've been to the hospital before and they have said my doctor should have sorted that.

• 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

• Moved in Oct19 and haven't seen a doctor

  2

  Submitted by Collected at Healthwatch Norfolk event 22nd February 2022

  I moved here in October 2019 and I haven’t seen a doctor at all. I’ve had no new patient check or anything. I’ve got Parkinson’s and my first appointment at the hospital is tomorrow. I’ve been in limbo really.

• 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

• Home visits for the vulnerable

  2

  Submitted by Susan 18th February 2022

  My 83 year old mother is a full time carer for my sister who has complex needs. The nearest family live 3 hours away. When my sister is unwell she can become ill very quickly and so needs a speedy response to her problem. I am an educated person and fully understand the pressures that the NHS is under, my brother-in-law works in one of their departments. My reason for writing this is because every time a home visit has been requested due to a real need and the fact my mother is unable to transport my sister to the practice she has been told this cannot happen, due to Covid. We have been dealing with Covid for long enough now to have sorted out a means with which to deal with it. Apparently a photograph is all that is required to diagnose an infection and deal with pain, I think not, especially when the patient is unable to explain what the problem is or where it is or how much pain it is causing them. I was going to put a comment on this platform after my father died 18 months ago as we requested a home visit then because we knew he was approaching end of life stage and needing to be given medical support - the family were caring for him at home - but no one would come out until my sister and I went to the practice and refused to leave until a doctor agreed to do so, whereupon my father was administered the drugs he needed, quite swiftly, which highlighted the fact they should have been given to him before; not acceptable! So, again we are in a situation where my mother is very anxious as her daughter is in pain which can, if not treated lead to further complications. I have tried to forward an email/form to explain why a face to face is needed, explain -again- why my mother cannot take my sister to the practice and -what is more worrying - that a family member is in pain and not being seen but it would appear that that service has been taken away as I know I have used it in the past. The comments on this platform are responded to with the words that they are welcomed so the practice can make improvements. Well, they have not done that in the past number of years... I have been told that if I contact the Practice Manager then someone has to do something. I would assume someone will have already done that and yet nothing alters. What more do we have to do before someone will sort the problem? As I said, I appreciate the stress the system is under but there must be a way for very vulnerable people who are unable to get to the doctors to be seen BY A DOCTOR.

• Reply from Watton Medical Practice

  Dear Susan We\'re very sorry to hear you have been dissatisfied with the service you and your family have received from Watton Medical Practice. We appreciate all feedback, this gives us the opportunity to reflect and if appropriate make improvements to better the service for our patients in the future. If you would like me to look into your case further, please do not hesitate to get in contact. Kind Regards Gemma Smith Complaints Lead Watton Medical Practice

• Fine once in but can't get appointment

  3

  Submitted by Collected at Healthwatch Norfolk event 18th February 2022

  Through COVID you can't get to see a GP so you end up putting it off. I can't get through on the phone. I've been online to check with Specsavers about issues I'm having with my hearing and was looking to spend money on getting it looked at privately since I couldn't get into my GP to get them to help. Getting in to the surgery is the problem. I had perfect service with prostate cancer and they were great with treating me for that. Once you're in it's fine.

• 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 are working together with the Healthwatch team 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 Watton Medical Practice

• Rubbish

  1

  Submitted by Collected at Healthwatch Norfolk event 18th February 2022

  Rubbish - everything is rubbish. I had an incident last March where I wanted to make an appointment and couldn't make one. I got referred to a clinic in Norwich and told to go to the chemist. I had an infection in my eyes and I had an idea what was wrong since I've worked in chemist before. I just couldn't get to see anyone at the surgery. I was referred to the eye clinic but never heard from them. I was told to get eye drops from the chemist too. My eye is still not 100% but I've not bothered. I've given up because I couldn't see anybody. It's a good job I have a phone and can use online because if I hadn't I wouldn't have been able to contact anyone. I think you need to be able to see the same doctor all the time so they get to know you. I know we're in a pandemic and it's been difficult for everyone. I just don't go unless I really need to.

• 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 are working together with the Healthwatch team 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 Watton Medical Practice

• Nurse phone call and follow up.

  5

  Submitted by Bryan Reece 8th February 2022

  Jen called in response to a request for help with a suspected allergy. She prescribed a range of medications for me to try for a week before my consultation. She was incredibly thorough and knowledgeable in all respects, even when thrown random questions unrelated to allergies. She offered a range of follow-up to my varied symptoms. I now feel much better thanks to the prescriptions and her warm and helpful manner.

• Reply from Watton Medical Practice

  Dear Mr Reece Thank you for your feedback. Your kind words will be passed to Jen and the rest of the team. Kind Regards Gemma Watton Medical Practice

• Useless and waste of time

  1

  Submitted by Anthony bowell 20th January 2022

  Approx 2 weeks ago went for blood test as instructed by the diabetes nurse, as well as bloods for gout testing due to the pain in my legs and feet. Which I explained to the nurse who was taking the bloods. I got a phone call off the diabetes nurse to say they had not taken blood to be tested for my diabetes. She is having to wait another week. ( a nice way to treat a diabetic with foot problems) . Today 20/1/22 have just waited 9 hours for a phone call back that never came off a doctor. Told to fill in more forms, but how can this be diagnosed when not seen by doctors who won’t see you. Whenever you go in the waiting room, there is only 2 or 3 people waiting. So how can that be busy or pressured. They don’t see patients or call them as requested. I was told to email as this is a better service but obviously not true. Have jus5 waited 15 minutes at being no 3 in the queue at 5.15 and still not answered. What service is this. I’ve been told off by a neighbour that you have been voted top 10 in a survey of doctors practice. Looking forward to a true full reply or face to face meeting or appointment

• Reply from Watton Medical Practice

  Dear Mr Bowell Thank you for your feedback. We are sorry to hear of your dissatisfaction with the service you have received at Watton Medical Practice. We welcome all feedback, which gives us the opportunity to look at our processes and if appropriate, to make improvements to better the service our patients receive in the future. I will contact you by telephone to discuss your comments further. Kind Regards Gemma Smith Complaints Lead Watton Medical Practice

• Booking an appointmen

  1

  Submitted by Robert Bell 12th January 2022

  This is one of the worst and least helpful websites I’ve ever known

• Reply from Watton Medical Practice

  Dear Mr Bell We are very sorry to hear for your dissatisfaction with our website. We appreciate all feedback, which allows us to reflect and where necessary improve the services our patients receive in the future. I will telephone you to discuss this further to gather more information, if you wish to do so. Kind Regards Gemma Smith Care Navigator & Admin Manager Watton Medical Practice

• Lack of communication , barriers to care

  1

  Submitted by Anonymous 7th January 2022

  Barriers in place , frustrating and distressing to patient and family

• Reply from Watton Medical Practice

  We\'re very sorry to hear you have been dissatisfied with the service you have received from Watton Medical Practice. We would like to look into this further with you, to gather more information and to see if we can improve the service youself and all our patients receive in the future. If you would like to discuss this further, please do not hesitate to get in contact. Kind Regards Watton Medical Practice