Including West Earlham Health Centre, Adelaide Street Health Centre, and Bates Green Centre.
Feedback
90 responses from the local community
Generally I am really happy
5
Submitted by Feedback collected by Healthwatch Norfolk staff7th May 2024
If I am rating the experience with the doctor I would rate it 5 out of 5, however I would only give the appointment system 2 out of 5. By the time you get an appointment you are better. The reception are good though and I would give them 5 out of 5. Getting an appointment is not easy, if you call in the morning you might be 18 in the queue and when you get through there are no appointments left. I think confidentiality is an issue, talking at the reception desk and being asked about your condition with the whole waiting room listening is not good. I think this should be a private conversation and you should feel confident about it being private. There is a lack of privacy. However when you get seen it's fine, the doctors are amazing, it's just getting to see one. I am generally happy here I've been coming for 17 years.
Submitted by Collected by a Healthwatch Norfolk member of staff7th May 2024
Sometimes it's hard to get an appointment but other times there is no problem.
If you explain what it is they normally fit you in if they can.
Staff are very nice and polite.
One doctor can be a bit brusque and it is well known among the patients but I have not seen them for a while.
Submitted by Collected by a Healthwatch Norfolk member of staff7th May 2024
The doctors are lovely, the reception team are lovely and so are the nurses.
I have only just started coming again after Covid and I have had no problems getting an appointment.
It's been wonderful today, everything was good, I got everything I needed and was well looked after.
I don't think there is anything that they can do to improve.
Submitted by Collected by a Healthwatch Norfolk member of staff7th May 2024
It can be a long wait to see a certain doctor, I really wanted to see my named doctor and had to wait a month, I could of got in a week earlier with a different one though.
My husband is with a different surgery and they have a ring back facility so you don't have to wait on the phone, I have mentioned it here and have been told that they are now bringing it in, not sure if that is because I recommended it or they were going to anyway, but I am happy they are.
The nurse that I saw today was very good, so helpful and spent a lot of time explaining things to me, there was no rush, in fact I never feel rushed here no matter who I see.
I like the way you get a text when you make an appointment and then you get a text reminder.
I find that when I ask for an appointment they work round me, I am a carer for my husband so find certain times easier then others and they never say no you have to come at this time, I get a choice which is important.
I have a leaking wound on my right shin following a knee replacement. I visited hospital on 19th April, they dressed the wound with unsuitable dressings which leaked after 2 hours. I redressed with dressings I had from a previous wound. I went back to hospital Monday 22nd & they redressed with unsuitable dressings again. I visited my local pharmacy to try & buy some dressings (they do not stock them). I put in a repeat prescription for the correct dressings ( 13:14 Monday 22nd April) at my surgery. Tuesday 23rd April I called the prescription helpline as I had to change the dressings I had to leave a message as nobody was answering the phone. By 2pm I had not been called back( prescription line closes at 1pm) so I called the surgery, after 35 minutes waiting I got through to somebody who was about to leave off, I got passed to 3 people, none of whom were willing to help me get any dressings, I was advised to go to the 'walk-in centre' on crutches, eventually I got an appointment to see a nurse at 8:30 the following morning (the nurse was very helpful & understanding). I the meantime I had to change the dressing 5 times & therefore ran out of suitable dressings & had to go to bed with a makeshift dressing & plastic bag over my leg. Thursday 25th 11:24 I got a call back from the prescription line she said she had sent the order through to 'patient choice' I explained that I had run out & I needed the dressings URGENTLY & had problems with getting orders from patient choice previously, I explained the problem again & stated I needed these dressing tomorrow, she said I would need a substitute, I asked what is equivalent & she said she couldn't give me an equivalent as she was not a pharmacist. At which point I gave up.
I tend to use the online service , thankfully I haven’t required to attend in person
4
Submitted by Anonymous11th April 2024
I think this online service is great saves I’m sure time for the staff , and saves me time for waiting and queuing at the surgery . Win win.
Reply from Wensum Valley Medical Practice
Dear Patient, thank you for taking the time to provide this positive feedback. We are pleased to hear that you have had a good experience using our online services.
Julie Spurgeon, Practice Manager
Wensum Valley Medical Practice
The doctor wasn't interested
2
Submitted by Collected by Healthwatch Norfolk engagement team5th April 2024
I usually use the Walk-In Centre as I can't ever get in there but I was in for a blood test the other day and told the doctor about a problem I was having with my hand. They didn't listen, I could see they weren't interested. They suggested I have a blood test which I'd obviously already done. I sorted the problem out myself in the end. Another time I went in with knee problems and the doctor was rude and dismissive. I went back and saw a locum who actually helped. They're not very good but it is what it is.
Reply from Wensum Valley Medical Practice
Dear Patient, thank you for taking time to provide feedback. We are sorry to hear that your experience has not expectations on this occasion. We want to hear about any issues or patient dissatisfaction so we can learn and support our team to make improvements in the future. We would encourage you to make contact directly with the practice in the future if you feel we have not met expectations. Please do contact us directly if we can support you with any current health needs. Thank you. Julie Spurgeon, Practice Manager, Wensum Valley Medical Practice.
Zero stars would be better
1
Submitted by Collected by Healthwatch Norfolk staff16th February 2024
I was put on different medications for high blood pressure, I was on about 6 tablets. Then I got a bad cough I couldn't get rid of and it got really bad. I've never smoked, always kept fit, never taken drugs. I've looked after my body and tried to do the right thing but I kept coughing and coughing. I went back in and saw a different doctor who took me off my medications straight away as it was a dangerous mix! I was really angry that they were destroying my body and if I'd have stayed on them I could've died.
I was put on a different medication which was alright for a bit but then I started coughing again. I was told to get my blood pressure done at the pharmacy but they wouldn't do it because I was supposed to be on medication (which I'd stopped taking).
The medication I was supposed to have been taking should have been being delivered but I only ever got one lot of it sent out anyway!
There is one really great GP down there who is good and does care but you have to wait weeks for an appointment and a lot can go wrong in that time.
Reply from Wensum Valley Medical Practice
Dear Patient,
Thank you for taking the time to provide feedback.
We are sorry to hear that your experience has not met expectations on this occasion.
It is important to us that we are made aware of any issues or patient dissatisfaction so we can learn and support our staff to make improvements in the future.
We would encourage you to make contact directly with the practice so we can support you with any current needs or any future appointments that you need to arrange.
In the meantime, on behalf of the practice please accept our apologies.
Julie Spurgeon
Practice Manager
Wensum Valley Medical Practice
Review of blood pressure
5
Submitted by Anonymous29th January 2024
Phoned this morning and got same day appointment with the nurse.
Nurse brilliant. Really impressed with service
Reply from Wensum Valley Medical Practice
Dear Patient,
Thank you for taking the time to provide feedback.
We are pleased to hear that your experience with us was positive and we were able to meet your needs.
We always appreciate your feedback.
Julie Spurgeon
Practice Manager
Wensum Valley Medical Practice
Unhelpful, blunt
1
Submitted by Anonymous11th December 2023
Sends a two word reply, with no way to reply and no explanation of what to do next. Useless and rude.
Reply from Wensum Valley Medical Practice
Dear Patient,
Thank you for taking the time to provide feedback.
We are sorry to hear that your experience has not met expectations.
We would encourage you to make contact with the practice directly so we can discuss further with you your feedback about -
"Sends a two word reply, with no way to reply and no explanation of what to do next. Useless and rude" ?
In the meantime , on behalf of the practice please accept our apologies.
Julie Spurgeon
Practice Manager
Wensum Valley Medical Practice