I have recently moved from another local surgery that is clearly experiencing significant problems with patient demand, my decision to change practice was the right one, the difference is like night and day. The Windmill Surgery clearly has high patient demand and pressures - however within a week I have spoken to different receptionists, the dispensary team, a mental health nurse and a Dr speedily supported me and helped alleviate severe stress by completing a document for me. A massive thank you to all that have helped me feel a bit better (and like a valid human being again) in what has been a really difficult time for me personally.
Reply from Windmill Surgery
Dear Patient
Thank you very much for taking the time to provide the practice such positive feedback, we are extremely pleased to know we have made a positive impact on your health and wellbeing in a short space of time.
I will share this with the team who will be very pleased.
Kind regards
Alice
Site Manager
Windmill Surgery
Superb care from Mia
5
Submitted by Robert Bufton7th March 2024
I had a consultation today with Practitioner's Associate Mia . She is such a caring person, genuinely interested in my health issues and she leaves no stone unturned when seeking diagnosis. She is a real credit to the Windmill Practise.
Reply from Windmill Surgery
It's wonderful to hear that you had such a positive experience with Practitioner's Associate Mia at the Windmill Practice. Finding a healthcare provider who is not only knowledgeable but also genuinely caring and thorough can make all the difference in managing health issues.
Kind regards Windmill surgery.
Difficult to order medication
1
Submitted by Collected by Healthwatch Norfolk staff1st March 2024
I haven't been able to get an appointment with a doctor. I've also tried to order new medicines but you can't get through on the dispensary line. I waited in a queue for 1.5 hours one time and close to 2 hours the next. I ended up calling reception who did it for me. I would like to use the NHS App to order them but the GP hasn't put the medication on there so I can't. I've had to call and give my details to them every time and I never know if the medication will be there.
They also missed diagnosing my hernia which was found by a private consultant I ended up having to use through my work's health cover.
Reply from Windmill Surgery
I'm sorry to hear about the challenges you've been facing with accessing healthcare, at Windmill Surgery.
The prolonged wait times you've experienced when trying to reach the dispensary line sound frustrating and unfortunately with staffing issues and increased demand this has added to delays, whilst this is not an excuse we hope to have this sorted in the near future. If you are able to email us with your details we would be able to check the issues with your repeat ordering and these not showing on the app in order to hopefully mitigate problems for you in the future.
We are sorry to hear about your hernia diagnosis, again if you would like us to investigate this for you please do not hesitate to get in touch with the surgery direct.
Kind regards
Windmill Surgery
Best surgery in Wymondham
5
Submitted by Anonymous15th February 2024
It is a busy doctors surgery and carpark and waiting room are always full of people. Ring at 8am for an appointment as they go quickly. The staff in dispensing are great. There is sometimes a wait to see a GP but the appointment is always worth the wait. We usually see Dr Thompson or Mia and both look after us excellently. Great community surgery. Thank you Windmill Surgery
Reply from Windmill Surgery
Thank you for sharing your experience with Windmill Surgery. It sounds like we are providing excellent care despite being busy, with dedicated staff in the dispensing area and attentive GPs like Dr. Thompson and Mia. .We try to enable all of our staff to give the best possible care and attention for all patients.
Your positive feedback is valuable and appreciated!
Kind regards
Windmill
Trying to book app
1
Submitted by Anonymous14th February 2024
Ringing morning and afternoon- actually number 21 in queue, when finally get through to a ringing tone, no one answers
Reply from Windmill Surgery
We are sorry that you have been unable to get through on the phone. We have had some staff shortages & illness, and some days are exceptionally busy.
We hope that these issues are soon resolved.
Kind regards
Windmill Reception
I feel very secure
5
Submitted by Collected by Healthwatch Norfolk staff26th January 2024
My doctor is superb. He gets booked up but that's understandable. He gives you the impression the only thing he's thinking about is you. He's very caring and I feel very secure. The only thing that isn't so good is that there isn't enough staff of course!
Reply from Windmill Surgery
Thank you for your positive review.
We endeavour to have a full team on duty at all times, due to sickness and Annual Leave this is not always possible.
We hope we continue to deliver a good service.
I've had to go private
2
Submitted by Collected by Healthwatch Norfolk staff26th January 2024
I could never get an appointment, calling for multiple days in a row. Even for a child's appointment you are told to go to A&E. There's not enough doctors, it used to be a lot better but now I've had to go private.
Reply from Windmill Surgery
We are sorry that you have struggled to get an appointment. We have recruited recently, & our reception staff are constantly doing their best to get patients on the right path, for there wellbeing.
Messaging and Web based help desperately need
4
Submitted by Anonymous19th January 2024
The surgery is great but as others have said, we desperately need better ways to communicate and self manage online. So a system to message for questions and do basic things on Systmonline/NHS app, such as cancel an appointment, look at future appointments etc. I understand about not being able to make appointments online although incredibly frustrating not being able to, so perhaps stop people who abuse it/fail to turn up more than twice?
With the messaging, I want to ask a non-urgent question, but through the website it just says that there are no appointments (I'm not making an appointment) and I've been stuck waiting on the phone in position 1 just to leave an answerphone message (option 3) for over 20 mins. So there's literally no-way of asking a question.
I see in response to another question a messaging system is being worked on but this is needed ASAP, or at least a direct route to leave a message on the phone without the wait or listening to all the pre-recorded messages.
I'd hope that better online or NHS App access for these basic things will help free up some of the calls to reception.
Reply from Windmill Surgery
Thank you for your response, we are still trying to solve some of the issues you have raised. An up-date on the phone system is due in April, this should help with cancelling appointments. Once we have a full reception team, we will look into opening the 'Footfall' option for longer, where general questions can be answered within 48 hours.
The NHS app has caused a few issues, but hopefully once patients are more used to it, they will not need to contact the surgery as well .
Kind regards
Windmill Surgery
Brilliant!
5
Submitted by Debbie Searle 29th December 2023
I visited today (29/12/23 at 3.15om)after managing to get a same day appt. I saw Mia and she was absolutely brilliant. Friendly, kind reassuring and very thorough. I felt very reassured by her plan. The other members of staff I met (chaperone and lady on reception) were also very lovely and friendly. I am new to the surgery and first impressions are excellent. I work in healthcare myself and know only too well how quick people are to moan and complain (sometimes of course it is justified but more often it isn’t). I fee it’s very important to give good feedback and thanks when they are deserved. Thank you and happy new year to you all.
Mia is first class and attentive. Doctors ive experience at the practice all seem competent too. My only gripe is that I can only message the surgery when it’s open, and then if it’s the afternoon I’m getting a message saying there’s no more appointments for the day so I can’t message. I don’t want an appointment- I want to send a message. It’s very infuriating and is a dark mark against an otherwise very good practice.
Reply from Windmill Surgery
Thank you for the good feedback for the GP's & PA's within the surgery.
We are looking at the system for patients to message the surgery, we were finding that we were getting 80-100 a day, which with the phone calls, became unmanageable, so left patients unsure if they would get a response.
We will continue to strive to have a messaging system, that is separate from the bookings one, that can be open for longer.
Kind regards
Windmill Surgery