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.
Previously commented about the good attention and care my gravely ill mother received from WMP and amazed that last week for the first time ever, I received follow up after a recent blood test as well as advice and information from really friendly practitioner.
Really appreciated, Thank you.
Reply from Watton Medical Practice
Dear Mr Clare
We are very grateful for your positive feedback, which has been shared with all the staff.
Watton Medical Practice.
No reply.
4
Submitted by Geoff Scott26th May 2022
I have just received a reply from the Practice within half an hour of messaging. That is brilliant but there is nowhere to say thank you or confirm that it is understood. Not being able to say thank you is impersonal, uncomfortable and does not feel right for services rendered. Or is it me?
Mixed experience but mainly negative. I speak to a different doctor every time and feel that they are so under pressure that they are not really listening. I absolutely hate going to the surgery and try to avoid it if at all possible. The Reception staff seem to be a bit better and not so rude.
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 me to look into your feedback further, please do not hesitate to get in contact.
Kind Regards
Gemma Smith
Complaints Lead
Watton Medical Practice
Unhelpful receptionist
1
Submitted by Anonymous3rd May 2022
After seeing a Nurse for a routine blood test and spoke to her about my severe pain in my knee,. a quick look as she adviced me to go to receptionist to make an appointmet to see a doctor, after waiting in the que for some 6 mins and explaining my situation and advice from the nurse i asked the receptionist if they can make me an appointment, i was told no, i need to go home and phone in, experience in this is not good. I asked the receptionist why, i was informed by them, that they were to busy as there were others behind me that needed to be seen, i suggested, i am the que i have been waiting. Again i was told to go home and phone in. Knowing how this would work, i went home, phoned the surgery only to be told i am 12 in line, not only is this frustrating this is costing me money. In the past i have tried to make contact with the practise manager, but again, NOTHING. At the moment i am so angry with my treatment at the surgery, i am making contact with the NHS complaints department.
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 me to look into your feedback further, please do not hesitate to get in contact.
Kind Regards
Gemma Smith
Complaints Lead
Watton Medical Practice
Communication
2
Submitted by Keith Johnson 1st May 2022
On the death of my sister-in-law the district nurse on the confirmation of her death said we could pick A death certificate from the surgery but to give them a ring to confirm that it was ready. when I phone the surgery was told told I could pick it up from reception it took over 20 minutes on the phone to get information when I arrived at the surgery I was handed an envelope it was suggested that I have a look to make sure it was what I wanted on checking it was a letter from the doctor at least two weeks old and not the death certificate I was told to call back in a couple of days when it should be ready.
At this point I was so upset that I asked to see the practice manager but was told they had left for the day but would pass on the request.
When I phoned back another 25 minutes I was told they don’t issue death certificates and that it had been sent electronically to rhe registrar which bent I could make an appointment to register the death
I then phoned the registrar’s office and confirmed the medical records had been sent and appointment arranged for the following day
The registrar phoned me later that day to say nothing has been received and he would have to cancel the appointment if it was not received before he finished for the day.
I phoned the surgery straight away No 17 in the queue I left my wife on the phone and drove straight to the surgery where I was assured it had been sent I asked for a copy and was told I could not have one I asked for confirmation of when it was sent some time later it was confirmed that it had not been sent.
I said I was not leaving the surgery until they confirmed it had gone. Some 20 minutes later.No apologies no contact from practice manager.
A death at any time is stressful this has been unbearable.
The communication between staff is not acceptable please learn from my experience
I
when I called back I was told they don’t issue death certificates but it is sent electronically to the registrar this was another 25 minutes on the phone I then phoned the registrar and confirmed to them that the surgery had sent the medical records electronically and arranged an appointment for the following day the same day the registrar phoned at around 330 in the afternoon to say they will have to cancel the appointment for the following day as the certification have now been sent he said if I could get the information to him by the end of the day he will keep the appointmentI then phoned the surgery and my wife waited on the phone while I drove in to chase them up when I arrived at the surgery they told me that it had been sent I asked if I could have a copy of the information and they said no.I then asked if They could confirm the time that it was sent.After a long wait I came back and told me that it had not been sent.. I said I was not leaving the surgery until they confirm that it had been sent.
Reply from Watton Medical Practice
Dear Mr Johnson
Thank you for taking the time to talk to me on the 9th May 2022 regarding the points raised in your feedback, which as discussed will be looked into further.
Once again we\'re very sorry to hear of you dissatisfaction with the service you have received from Watton Medical Practice.
We appreciate 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.
Kind Regards
Gemma Smith
Complaints Lead
Watton Medical Practice
bad service
1
Submitted by Anonymous6th April 2022
due to my job i cannot get on line in the mornings or make calls i need to book a consultataion i still have bad cough and occasionally cough up blood since covid and chest infection but cant book a call back
Reply from Watton Medical Practice
Dear Patient
Thank you for your feedback.
We\'re very sorry to hear of your struggles to book an appointment at Watton Medical Practice.
If you still require support, please do get in contact with myself so I can look into this for you.
Kind Regards
Gemma Smith
Complaints Lead
Watton Medical Practice
I sent an email asking 2 questions.
1
Submitted by Anonymous5th April 2022
I sent an email explaining my symptoms and asking 2 simple questions. I received a reply which did not answer either of my questions.
Reply from Watton Medical Practice
Dear Patient
We\'re sorry to hear of your dissatisfaction with the online response you 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 me to look into your feedback further, please do not hesitate to get in contact.
Kind Regards
Gemma Smith
Complaints Lead
Watton Medical Practice