Wensum Valley Medical Practice
Including West Earlham Health Centre, Adelaide Street Health Centre, and Bates Green Centre.
Feedback
-
They can normally fit you in
7th May 2024Sometimes 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.
Leave a provider response -
The staff are lovely
7th May 2024The 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.
Leave a provider response -
Never felt rushed in an appointment
7th May 2024It 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.
Leave a provider response -
Total incompertence of all admin staff
25th April 2024I 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.
Leave a provider response -
I tend to use the online service , thankfully I haven’t required to attend in person
11th April 2024I 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
5th April 2024I 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
16th February 2024I 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
29th January 2024Phoned 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
11th December 2023Sends 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 -
The receptionists keep refusing to book appoi
24th November 2023I received a voicemail from one of the GPs informing me that my blood exam results were available and that I needed to book an appointment. However, when I contacted the receptionist to do so, I faced consistent refusal, which has occurred on previous occasions as well. I am concerned that this refusal may be influenced by my accent, as a non-British individual. Furthermore, during a recent call to the practice, I found the receptionist to be rude, and I overheard the receptionist mocking me to her colleague while I was still on the line. I find this behavior is unprofessional. Today, during a nurse appointment, it was confirmed that I require a GP appointment, because of my blood exams results. I explained the situation to the nurse, who thankfully step in to assist, for which I am grateful. Additionally, I am experiencing symptoms of sinusitis, including facial swelling, nosebleeds, and body aches. The nurse advised me to call on Monday morning (it was too late to get an appointment today) if the swelling persists. However, when I inquired about the appropriate time to call, the receptionist indicated that she decides who receives appointments based on triaging calls, leaving me uncertain about the outcome. Additionally, a year ago, I was told to deliver copy of my medical reports detailing my chronic health issues, including a prior colonoscopy revealing a polyp and reports on rare kidney cysts, heart issues, and more, with a suggestion for screenings every three years. Despite following this advice and providing the reports, a few days later, a receptionist called, stating they couldn't process the information. Today, I handed over the same reports to the nurse, explaining the prior incident. I am hopeful that this time the process will proceed smoothly, ensuring my health records are appropriately updated. I understand that receptionists play a crucial role in managing appointments, but it is disheartening to feel that my medical needs are being consistently ignored regardless of the efforts of nurses and GP's at this practice.
Leave a provider response