Windmill Surgery

Feedback

• I've had to go private

  2

  Submitted by Collected by Healthwatch Norfolk staff 26th 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 Anonymous 19th 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.

  
  
  Leave a provider response

• Good. But could be better.

  4

  Submitted by Nik 2nd December 2023

  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

• Excellent appointment

  5

  Submitted by Anonymous 23rd November 2023

  Fantastic service from Physicians Associate Mia. She listened, answered my questions and gave me a full checkover. Very thorough. I am now feeling much better. It might be hard to get an appointment but when you do, it is excellent care! Windmill 5 *

• Reply from Windmill Surgery

  Thank you for your feedback, I will pass this on to the team. We endeavour to make the booking process as simple as possible, but on occasion due to staff sickness, annual leave and the volume of calls this can complicate the process. Many thanks Sheila

• Booking process is absolutely terrible

  1

  Submitted by Oliver Holmes 10th November 2023

  Windmill's booking process is diabolical. You have to call each morning at 0800 whilst I am supposed to be working to get told each morning we have no appointments. This morning I was on hold for one and a half hours for it to finally start ringing to then be hung up on. I appreciate you can't keep hold of your GPs but you need a better way of managing patients expectations. There isn't even a contact method on the website to leave a complaint or contact the practice manager.

• Reply from Windmill Surgery

  I'm sorry that you have had a problem getting through to the surgery. The demand on Mondays is very high & unfortunately Windmill Surgery did have staff shortages on reception, which was unavoidable. The phone lines open at 8am, they do have appointments that can be pre-booked, normally 2-3 weeks ahead. They are now clinically fully staffed so hopefully this issue will not happen to frequently. Please accept our apologies. Kind regards Windmill Surgery

• trying to use your website

  1

  Submitted by josephine nairn 31st October 2023

  Tried to use the website to ask medical questions on an existing medical condition. Am informed there is a 'contact form' for this but it is nowhere to be found. Youtube tells me there is a 'consulting room' but there isn't. Kept going round in the usual circles.

• Reply from Windmill Surgery

  I'm sorry you have had a problem with the website, you can ask questions under General Enquiries, this will then be sent to reception, they have 48 hours to reply. Or you can phone us from 8am-18.30pm each week day Hope this had helped. Kind regards Windmill Surgery

• Very happy here

  5

  Submitted by Collected by Healthwatch Norfolk staff 25th September 2023

  The receptionist and doctors are good. There can be a long wait when you call but that can't be helped. I'm pleased with things here.

• Reply from Windmill Surgery

  Thank you for your reply. We are always trying to improve, I'm glad that you are happy with the surgery . Kind regards Sheila

• Love this surgery

  5

  Submitted by Collected by Healthwatch Norfolk staff 25th September 2023

  I've been to others and this one is great. I can get an appointment and see the same clinicians. Consistency is really good, especially with my mental health. I can request a specific doctor from the team.

• Reply from Windmill Surgery

  Thank you for your response, we are pleased that the surgery is meeting your needs. Kind regards

• Kind and caring

  5

  Submitted by Collected by Healthwatch Norfolk staff 25th September 2023

  You're able to get through quickly on the phone even if there's a queue. The lady on reception is very kind and caring and the PA is lovely. The dispensary is great, they treat you nicely. Very good.

• Reply from Windmill Surgery

  We are pleased that your experience at Windmill Surgery is a positive one. Thank you for your kind words.