Submitted by collected by Healthwatch Norfolk staff20th September 2023
You can get in on the day, I normally call up - the receptionists are friendly and helpful. The Drs and nurses are easy to talk to and the PAs too. More pre bookable appointments would be great maybe, but that is the same everywhere. I am really impressed with the care here.
Reply from Windmill Surgery
Thank you for your reply, we are pleased that the service is working for you.
We are always looking at ways to improve the service for our patients and will continue to do so.
Kind regards
Windmill Surgery
kind and genuine
5
Submitted by collected by Healthwatch Norfolk staff20th September 2023
I think they are all so kind and genuine here, the staff are lovely and welcoming, it can be a bit of a wait on the phones but it is totally understandable and we get there in the end and get what is needed.
Reply from Windmill Surgery
We appreciate your response, we endeavour to answer the phones as promptly as possible
very thorough
5
Submitted by collected by Healthwatch Norfolk staff20th September 2023
I go to Dr Thompson and he is the best I am very happy I have been coming here for 7 years. He is very thorough
Reply from Windmill Surgery
Thank you for your reply, we are pleased that the service is working for you.
generally quite helpful
4
Submitted by collected by Healthwatch Norfolk staff20th September 2023
The majority of the time I can get an appointment I am happy with. I think they are very caring people and generally quite helpful. But sometimes it feels a bit like the Hunger Games trying to get an appointment and I worry if there isn't anything then I will have to try and get to the walk in centre. The wait times on the phones can be very long, like 40 minutes) and it didn't used to be that long, we used to have to just keep redialling but you would get through quicker. I just set my alarm for when the phone lines open but it would be nice to just ring up and know I can get one
Reply from Windmill Surgery
We have installed the new phone system and employed more staff in the hope to improve patient service.
We endeavour to answer as promptly as possible.
some problems with repeat prescriptions
4
Submitted by Kim Maria Cowley29th August 2023
some initial problems with repeat prescriptions and booking appointments but the staff are always kind and friendly and once I did get an appointment the doctor was really very good
Reply from Windmill Surgery
Thank you for your feedback,
we endeavour to provide a good service to all patients
Struggling
3
Submitted by Kim Maria Cowley24th August 2023
I have up until this past few months alway had a positive experience with the surgery, in fact Dr clark diagnosed my breast cancer. But of late I have been having problems with repeat prescriptions, medication stopped with no warning, you do not find out until you put in for your repeat prescription, then you are told that you need to see the doctor when no appointments are available, I have already lost one medication but am now struggling to get another one, this particular medication should not just be stopped apparently but nobody seems concerned I am truly worried
Reply from Windmill Surgery
We are sorry that you have had some issues with your prescriptions.
We have quite a new team, that are striving to help all patients in a timely manner, we will continue to work hard to do so.
poor medication supply
2
Submitted by Brian Martin Cowley24th August 2023
pharmacy , reception staff and nurses are all brilliant. Doctor keeps dropping off my wife’s medication without warning, don’t find out until I go to order repeat prescription, am then told I need to see a doctor to review medication which has already been reviewed as I can’t get an appointment before meds run out this has left me with major problems and a wife, who is already poorly is now worried and distressed. This used to be a fantastic practice
Reply from Windmill Surgery
We are sorry that you have had difficulty with the repeat prescription.
We do sometimes need to monitor patients with any changes that have occurred.
We continue to strive to ensure that all patients medication is available in a timely manner for them.
Kind regards
Wonderful and Priceless Experience
5
Submitted by Anonymous26th July 2023
I visit my GP some weeks ago, this led to a follow up with ultrasound and an MRI.
I just wanted to say, The Windmill has treated me with the TLC across the board and have made this journey a much easier one.
I am always spoken to with a smile and and helpful attitude at all times.
Thank you
Reply from Windmill Surgery
Thank you so much for taking the time to share your experience with us. We're truly glad to hear that your journey with us, from the initial visit to the follow-up ultrasound and MRI, has been a positive one.
Request for doctor's appointment
5
Submitted by Robert Bufton18th July 2023
Good afternoon: I rang this afternoon on behalf of my wife regarding an issue which we believe requires a face-to-face appointment with a doctor. Sheila on reception was very helpful and understanding and managed to get my wife an appointment in early August with Mia. As promised - Sheila - we will seek advice from a pharmacy in the area where we staying this week and keep you informed if there are further concerns raised about this health problem. We appreciate your help at this time, particularly as we understand how busy you must be. Many thanks
Reply from Windmill Surgery
Thank you for reaching out and sharing the positive experience you had with Sheila. We're glad to hear that she was able to assist you and arrange a face-to-face appointment with. It's great to know that you'll also be seeking advice from a local pharmacy and that you'll keep us updated if any further concerns arise regarding your wife's health problem.
Service under pressure
4
Submitted by Alison Bee6th July 2023
The good experience here is that Receptionists, pharmacy and nursing staff are responsive to messaging. Communication has been good in the past. But lately, this service is under too much pressure possibly from new patients locally. Like many surgeries, there seems a falling-off of care and contact in the last 6 months to a year or so. Staffing seems more problematic and seeing the same GP has become difficult.
Reply from Windmill Surgery
Thank you for your feedback.
We have had some challenging months with recruitment.
We have now filled our vacancies, and we endeavour to provide our patients with the best possible service we can.
Unfortunately the demand in primary care has increased significantly and ourselves and many other services are extremely pressured. We would like to take this opportunity of assuring you of our commitment to providing safe and sustainable care to you and all of our patients.
Windmill Surgery