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 event18th 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 event18th 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 Reece8th 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 bowell20th 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 Bell12th 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 Anonymous7th 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
Like all NHS completely useless due to C19
1
Submitted by Anonymous3rd January 2022
Every time i feel the need to get help I come to to your web site and find the links closed down. You cannot even leave a message. It seems that if you do not have Covid the NHS do not give a damn. I shall have to wait until you are open again and be part of the massive que to get your attention. Not just Watton but elsewhere so I am not picking on WMP. The NHS is not fit for purpose, the care staff are brilliant as usual but it is the people running it that are hopeless.
Reply from Watton Medical Practice
We\'re very sorry to hear of your dissatisfaction with the NHS and your struggles to get in contact with us.
Recently due to unprecedented online demand for both routine and urgent appointments late in the day and current staff sickness, Watton Medical Practice, in the interest of patient safety, have made the decision for all non-urgent requests for GP and Nurse appointments to cease at 2pm each day. Urgent requests will still be taken over the phone as usual after 2pm. The forms reopen at 6am. Our Care Navigators are available on the telephones between 8:30- 18:00 Mon—Thurs and 8:30 – 16:30 on Fridays.
We ensure all medical concerns are dealt with appropriately.
If you would like to discuss this further, please do not hesitate to get in contact with the Practice.
Kind Regards
Watton Medical Practice
Stretched yet going the extra mile
4
Submitted by Anonymous8th December 2021
Expedient service (Flu jab)
Reply from Watton Medical Practice
Thank you for your feedback. We appreciate your kind words, which will be passed to all the staff.
Watton Medical Practice
Excellent response and care - yet again!
5
Submitted by Debby Jones6th December 2021
I just wanted to say thank you to the Reception and Admin. staff and to Dr. Rose so much for, yet again, such an amazing speedy response and help. We so so appreciate what an incredibly caring and efficient system that you, as a practice, have in place! *I was experiencing some unpleasant, but not serious, side-effects from some medication for a new condition and, although indicating on the online form that I could wait a couple of days, I had a reply, plus another prescription sent to the pharmacy, to alleviate the problem within a couple of hours. I'm so impressed!
Reply from Watton Medical Practice
Thank you for your feedback, we really appreciate your kind words.
Your praise has been shared with all the staff.
Thank you
Watton Medical Practice