I received an email telling me a message had been left on my on line Watton surgery account.
I logged into the on line service and when I tried to open the message it told me I was not allowed access this service.
As I had an appointment booked for later that day I thought I had better phone the surgery in case it had been cancelled.
After the normal long wait I was informed the appointment was still ok. And the message was about an update to my on line account. I was told to advise the receptionist when I checked in that I had a problem with access to messages on line, I was advised that this information would be passed on by the receptionist.
Checking the on line service today it’s still not possible to check messages or any outstanding appointments.
This also applies to my wife’s on line account.
How many other accounts are the ?
I feel totally let down. Requested a phone consultation due to on going painful symptoms. I received a txt with a phone appointment for three weeks time.
I paid for a private GP video link consultation afterwards, who advised me to go to A&E.
Reply from Watton Medical Practice
Dear Patient
Thank you for your feedback.
We're very sorry to hear of your dissatisfaction with the service you have received from Watton Medical Practice.
We welcome all feedback, which gives us the opportunity to look into the services we provide and where appropriate goes towards future choices and decisions made to improve the services we provide for our patients.
If you would like to discuss this further, please contact the surgery and ask to speak to our Complaints Lead.
Many thanks
Watton Medical Practice
Never got a phone call
2
Submitted by Caroline Bill1st October 2022
Filled in online form on the 27/09/22 sent in photos as requested for my right hand due to swelling and feels like my fingers are broken which they aren’t. Was told a review was being done on the 30/09/22 and to expect a phone between 8am to 6.30pm never received a phone. Tried to call at 5pm no answer. Absolutely disgraceful service. Will be phoning the surgery on Monday 3rd October to get an appointment. I’ve kept screenshots of all messages the surgery sent.
Having seen the nurse practitioner then two further doctors all gave an incorrect diagnosis of my skin complain on my hands.
I suffered for 5 weeks before a further visit to yet another locus doctor who diagnosed it correctly and said it really should have been diagnosed correctly the first visit.
Reply from Watton Medical Practice
Dear Patient
Thank you for your feedback.
We're very sorry to hear of your dissatisfaction with the service you have received from Watton Medical Practice.
We welcome all feedback, which gives us the opportunity to look into the services we provide and where appropriate goes towards future choices and decisions made to improve the services we provide for our patients.
If you would like to discuss this further, please contact the surgery and ask to speak to our Complaints Lead.
Many thanks
Watton Medical Practice
Stomach isdues
5
Submitted by Anonymous15th September 2022
Very good, created form with issue and received a call back within 2 hours. Very helpful and polite doctor who reassured me.
Reply from Watton Medical Practice
Thank you for your feedback, we appreciate your positive words.
Your praise has been shared with all the staff.
Thank you
Watton Medical Practice
COVID JABS
4
Submitted by PAT BUTTERFIELD5th September 2022
Why, why is Watton Medical Centre sending messages to our mobile phones for a COVID jab before it has reached the public. Also, why has NHS website booked us an appointment before the proper jab is out to the public. My husband and I have just wasted fuel and time going to the Attleborough Clinic to be told that the new all in jab is not out until end of this week. What is going on with our system with such an important situation. Would never have happened years ago!!! Normally I have no complaints with Watton Medical Centre, except for notifying us when our prescription is sitting in the Chemist for 4 days, an item I was urgently waiting for.
Good afternoon
Unfortunately, I have spoken with the Health Care Assistants and they can't seem to locate your sample. Please could we request that you bring another sample in on Monday before 14:00pm and hand it into reception.
Apologies for this.
Kind regards
****
This is the message I received from the practice. This was an important sample that was for a case of suspected food poisoning which would now no longer show. First message I sent to chase said they can’t see they’ve received it, I submitted a reply which was not replied to, and then submitted another form and was sent the above. Not really good enough when I’m trying to make a case for food poisoning. Thanks a lot! Absolutely useless!!!
Reply from Watton Medical Practice
Dear Patient
Thank you for your feedback.
We're very sorry to hear of your dissatisfaction with the service you have received from Watton Medical Practice.
We welcome all feedback, which gives us the opportunity to look into the services we provide and where appropriate goes towards future choices and decisions made to improve the services we provide for our patients.
If you would like to discuss this further, please contact the surgery and ask to speak to our Complaints lead.
Thank you
Watton Medical Practice
Managing complaints
1
Submitted by Anonymous19th July 2022
I had cause in April to complain formally in writing about the care of my 89yr old aunt who is terminally ill & has dementia. I had an initial acknowledgement to my letter with an assurance that it would be investigated and I would have a full response within 21 day. I have never had that response. I wrote again a month ago about the lack of response & again have had no response to my second letter which I sent personally to the complaints manager. I am so disappointed with the care from this surgery for my aunt who is very vulnerable & in need of the very best care. We continue to have problems with all the same sort of ussues that I complained about in the first place,
Reply from Watton Medical Practice
Thank you for your feedback.
We\'re very sorry to hear of your dissatisfaction with the service you have received from Watton Medical Practice.
All formal complaints are acknowledged, and we aim to respond within 25 working days as per the NHS guidelines. If, however, there is a delay we will always keep you updated.
Please at your convenience contact the Surgery so we can discuss this.
Kind Regards
Gemma Smith
Complaints Lead
Watton Medical Practice
Like getting blood from a stone
1
Submitted by Miss N Wilkins15th June 2022
I had a blood vessel burst (I didn't know that, of course) after I started on hrt patches. The girl I explained my symptoms to, after waiting 40 mins to get through, said that someone will give me a call later. I double checked that it was going to be a doctor that rang and she said it would be. When I got the phone call, it was not a doctor, it was the pharmacist. I only knew this because I used to see him when he worked in Boots and so recognised his voice, otherwise, one might have the impression that they were talking to a doctor. With help from the pharmacist, I did have a doctor call me and asked me to go in straight away so he could examine me. With only one person on the desk and 4 people waiting to be seen, as the electronic sign in didn't work for me, I waited 15 mins before I spoke to someone. There was a young boy sitting in the back and just carried on working when I know he has helped on reception before. He told me continuing with hrt was too risky. He was shocked about the fact that I was put on the pharmacist list as it definitely required a doctor.
Just an aside....
In another story, one of the in house doctors, put the phone down on me, a woman actually, talking about the menopause. Can you believe it!
But that is another story.
Just the fact that someone is reading this makes me feel better and then maybe even a little improvement could help. Also talking to the practice manager is a waste of time as they will always defend the team, even if they know they're in the wrong. Thank you
I had serve ear ache throughout the night and put on online form in to watton doctors at around 6:45 with the desperate need of help. I had a phone call at around 10:30 and was told it wasn’t an ear infection and to hold my nose and blow to pop and unblock my ears. I wasn’t even given the opportunity to be seen by a doctor. I had requested in the specific box that I would like to revive medication to help my ears. The following day it got worse and I attended the surgery and was told there was nothing they could do and to put an online form in again the following morning. I was desperate for help so took my self to Norwich to the walk in centre to be told I had an ear infection in both ears. I feel completely and utterly let down by my surgery and hold little faith in them.