Wensum Valley Medical Practice

Feedback

• Poor reception service

  1

  Submitted by Anonymous 9th November 2023

  I think that the reception staff like to feel they are judge jury and executioner with zero duty of care . The only way to get an appointment there is to call 111

  
  
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• Receptionist going above and beyond

  5

  Submitted by Stacey 17th October 2023

  Whilst waiting for an appointment today, a young lady came out of a room very distressed. The receptionist dropped everything she was doing, to help this young lady. She calmed her down and waited for a doctor to become available. Although watching this scene was heartbreaking, a young lady feeling so distraught she didn’t no longer wanted to live, the receptionist at Bates Green was amazingly sympathetic and full of empathy.

  
  
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• Concerned about delay on getting an appointme

  5

  Submitted by Donna H 25th August 2023

  I have had a few blood tests showing an imbalance on my blood levels.This has made me feel really ill and I was concerned about this and the delay of next appt date which was for 2 weeks time . The receptionist was thoughtful and responsive and put me on the list to speak to the duty Dr The duty Dr was helpful and gave me guidance and advised he would arrange a follow up appointment. I was pleased with this and was thankful to them both

  
  
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• Empathy

  2

  Submitted by Anonymous 2nd August 2023

  Im usually very happy with the practice and have been coming here for many years as have my children, but this morning i called regarding some blood results for my daughter, I explained i new she had an appointment the next day but was wondering if she could be seen today and the bloods said borderline and she was concerned as 15 weeks pregnant and had already suffered 2 miscarriages, very rude receptionist which i admit is rear but when i explained my daughter was stressed and worried her reply was well tell her not too as it will cause it to happen again, absolutely disgusting response and really needs to learn to show compassion on these situations.

• Reply from Wensum Valley Medical Practice

  Dear Patient, Thank you for providing this feedback. We are sorry to hear of your experience on this occasion. It is important that the Practice is 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 discuss this with you further. In the meantime on behalf of the Practice please accept our apologies. Practice Manager Wensum Valley Medical Practice

• NOT REALY VERY GOOD

  3

  Submitted by Anonymous 25th June 2023

  ON LINE MESSAGES NOT WORKING TELLS ME MY DATE OF BITH IS NOT WORKING KEEPS TELLING ME ITS WRONG WELL I HAVE HAD IT FOR 72 YEARS

• Reply from Wensum Valley Medical Practice

  Dear Patient, We are sorry you have had some issues with our online messaging service. We hope you have been able to resolve this with us. Please do make contact directly with the Practice if you are still experiencing any issues. We would be more than happy to assist you. Thank you Practice Manager Wensum Valley Medical Practice

• Lack of compassion

  1

  Submitted by Anonymous 17th March 2023

  Having finally got round to making an appointment to see a doctor about getting referred to the neurodevelopmental pathway my consultation was disappointing. I was probably in the room for about 2 minutes. I told the doctor that I suspected I may have ADHD. They asked me why I thought this and what I felt the benefits of a diagnosis might be for me. They told me they would send the forms through and that diagnosis could take up to 4 years (I was aware of this) I mentioned that I was a single parent caring for a child with mental health problems and this was met with indifference. I left the room on the verge of tears and the experience has left me feeling upset and angry.

  
  
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• Is there anyone there?

  1

  Submitted by D cornwell 15th March 2023

  Can’t get through on phone when you only have break times at work to try and get an appointment, fill in online request which states responds within 2 days! After 7 days with no reply send email to be told they are at capacity and to go to walk in centre, what was being asked is not available at the walk in centre so don’t know why they suggest it, (well just to pass the buck) told to ring back at end of following week to hopefully get an appointment in the next month so if successful mite get to see someone in about 6 weeks!!! Absolutely useless surgery, and you can still register with this surgery but then don’t expect to ever get in to see anyone Where have all the doctors gone???

  
  
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• No answer when filled out on line

  1

  Submitted by Anonymous 12th March 2023

  After waiting over one hour on phone to get through ,decided to request an appointment on line filled all questions in gave discretion of problem ,the response said could be 48 hours after not hearing anything after three days I then rang the surgery again after a very long wait in on phone was told very sorry we will look into it and they still couldn’t give me an appointment was told to ring back that afternoon as might be a clinic rang back no appointments that afternoon ,I did manage to get appointment but not for over three week s.

  
  
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• Telephone appointment never happened

  1

  Submitted by Anonymous 23rd February 2023

  Called first thing at 8am for an urgent appointment regarding my mental health and severe excruciating back pain and needed to speak to someone was promised a telephone appointment somehow it’s gone straight through to my mobile they left a message to say they will try again shortly. 3 hours later I call the practice to make sure I was still on the list and got told yes but it’s now almost 7.30pm with no call back. Clearly mental health isn’t a concern for this practice and are happy to leave patients who were clearly in distress with zero support.

  
  
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• In agony and no-one helps

  1

  Submitted by Anonymous 11th October 2022

  I first contacted the practice in July. They told me they had referred me to the hospital. Then I was told that this had been returned to them and they had to go a different route. They advised that they would refer me for a scan. I contacted the practice on two separate occasions, given the wait, asking if they could confirm if a routine or urgent referral had been made. They could not tell from their records. Then I was told that I cannot have an investigative scan and that they were looking at options and would phone me Friday 7 Oct. They did not. I telephoned today 11 Oct and now have to wait until 18 Oct for a GP to call me back. I am not even on a waiting list for hospital yet, despite attending GP in July. I am in so much pain!!!

  
  
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