Woodcock Road Surgery

Feedback

• Staff are good

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 10th May 2023

  I find all the staff good and I can get an appointment okay. Sometimes it is hard to get through on the phone and the online does not always work.

• Reply from Woodcock Road Surgery

  Thank you for taking the time to provide a review on this occasion, your feedback is important to us, it helps the practice to continue providing the best service possible to our patient population. We review all comments received whether it is via online feedback, NHS Friends and Family Test (FFT), in person or writing. We share all feedback with our staff to look for areas for improvement and share the positives - which gives staff a boost! Kind Regards Heidi Practice Manager.

• The GP listens to you

  5

  Submitted by Collected by Healthwatch Norfolk staff 10th May 2023

  I think it's really good. The GP listens to you, they were not in a hurry and that's what I really liked. It's not so good that the website never seems to be working so you have to call the surgery instead and then you have to wait. I was number 15 in the queue and had to wait half an hour.

• Reply from Woodcock Road Surgery

  Thank you for taking the time to provide a review on this occasion, your feedback is important to us, it helps the practice to continue providing the best service possible to our patient population. We review all comments received whether it is via online feedback, NHS Friends and Family Test (FFT), in person or writing. We share all feedback with our staff to look for areas for improvement and share the positives - which gives staff a boost! We are working hard to address our access for patients which include opening elements of our website to allow patients to request appointments, we are also encouraging our patients to register for the NHS App which will support freeing up the telephone lines for those in need. Kind Regards Heidi Practice Manager.

• Feel well cared for

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 10th May 2023

  Contacting them is good, and our appointment was pretty much on time. I find the staff are friendly and the surgery is kept clean. They have been 1000% with my husband's mental health issues. We have only recently moved here and have been very happy with this surgery. It was easy it register and they got all our repeats sorted quickly. 100% happy, we have had no problems. Much better than our old surgery.

• Reply from Woodcock Road Surgery

  Thank you for taking the time to provide a review on this occasion, your feedback is important to us, it helps the practice to continue providing the best service possible to our patient population. We review all comments received whether it is via online feedback, NHS Friends and Family Test (FFT), in person or writing. We share all feedback with our staff to look for areas for improvement and share the positives - which gives staff a boost! Kind Regards Heidi Practice Manager.

• I find it very good for my needs.

  4

  Submitted by Collected by a Healthwatch Norfolk member of staff 10th May 2023

  For my needs I find it is all very good. When I need to get in to see a doctor I can. Dr MacNab and Dr Blenk have been very good. My husband is bed bound and I have struggled to get a doctor to come out to him in the past and one doctor who has now left point blank refused and he ended up in hospital, I feel hopeful now he has gone we will not be in the same position again. They do struggle to get his prescriptions right though, it's very frustrating that on top of everything else I have to deal with I have to double check and chase his medication.

• Reply from Woodcock Road Surgery

  Thank you for taking the time to provide a review on this occasion, your feedback is important to us, it helps the practice to continue providing the best service possible to our patient population. We review all comments received whether it is via online feedback, NHS Friends and Family Test (FFT), in person or writing. We share all feedback with our staff to look for areas for improvement and share the positives - which gives staff a boost! We apologise that you experience difficulty with your prescription requests, please contact me and I will look into this for you. Kind Regards Heidi Practice Manager.

• Generally very good.

  5

  Submitted by Feedback collected by Healthwatch Norfolk 10th May 2023

  I like the text notifications about my appointment. I have regular blood pressure checks and I never have any problems with the appointments. The only thing I am not so keen on is not being able to see the GP like before. I think it's better to be seen and not just to have a phone call.

• Reply from Woodcock Road Surgery

  Thank you for taking the time to provide a review on this occasion, your feedback is important to us, it helps the practice to continue providing the best service possible to our patient population. We review all comments received whether it is via online feedback, NHS Friends and Family Test (FFT), in person or writing. We share all feedback with our staff to look for areas for improvement and share the positives - which gives staff a boost! We are concerned that you feel you cannot see a GP face to face as patients are allowed to choose the preferred appointment type, please inform the patient care coordinator when you call that you would like to see the GP. Kind Regards Heidi Practice Manager.

• I can't really complain

  5

  Submitted by Feedback collected by Healthwatch Norfolk 10th May 2023

  I can't really complain because when I have had a problem in the past they were very good dealing with me very quickly. However at the moment you can't always get an appointment and because I know that I tend to not always try because I know I will have to wait. I hurt my leg recently and I asked the sports therapist at the gym to help instead.

• Reply from Woodcock Road Surgery

  Thank you for taking the time to provide a review on this occasion, your feedback is important to us, it helps the practice to continue providing the best service possible to our patient population. We review all comments received whether it is via online feedback, NHS Friends and Family Test (FFT), in person or writing. We share all feedback with our staff to look for areas for improvement and share the positives - which gives staff a boost! We are working hard to address our access for all patients including making appointment bookings online whether its using the NHS App or our website. We are also hoping to add more information to our website to support patients to self refer into local services. Kind Regards Heidi Practice Manager.

• Once you get an appointment it's all good

  4

  Submitted by Feedback collected by Healthwatch Norfolk 10th May 2023

  Once you get an appointment it's all good, but to get an appointment is next to impossible. I called from 8am this morning and after 21 attempts with the message saying there was no one available to take my call I was put in a queue on the phone.

• Reply from Woodcock Road Surgery

  Thank you for taking the time to provide a review on this occasion, your feedback is important to us, it helps the practice to continue providing the best service possible to our patient population. We review all comments received whether it is via online feedback, NHS Friends and Family Test (FFT), in person or writing. We share all feedback with our staff to look for areas for improvement and share the positives - which gives staff a boost! We are working hard to focus on our access. We are looking to relaunch our NHS App online access for patients and open up elements for our patients to use our website to contact us - more information to follow via our Facebook page. Kind Regards Heidi Practice Manager.

• I was very good

  5

  Submitted by Feedback collected by Healthwatch Norfolk 10th May 2023

  I attended the surgery today for an appointment with the physiotherapist and I was very satisfied with the feedback I got. I was given the information I needed.

• Reply from Woodcock Road Surgery

  Thank you for taking the time to provide a review on this occasion, your feedback is important to us, it helps the practice to continue providing the best service possible to our patient population. We review all comments received whether it is via online feedback, NHS Friends and Family Test (FFT), in person or writing. We share all feedback with our staff to look for areas for improvement and share the positives - which gives staff a boost! I will pass this onto our physio team. Kind Regards Heidi Practice Manager.

• Struggle to get through on the phone

  3

  Submitted by Collected by a Healthwatch Norfolk member of staff 10th May 2023

  It is a struggle to get through on the phone, I tried Friday and today and it was constantly engaged, then when it did ring no one answered. The staff are brilliant and I have had never had any problems with them or my care, it is just so frustrating that you can't get through on the phone.

• Reply from Woodcock Road Surgery

  Thank you for taking the time to provide a review on this occasion, your feedback is important to us, it helps the practice to continue providing the best service possible to our patient population. We review all comments received whether it is via online feedback, NHS Friends and Family Test (FFT), in person or writing. We share all feedback with our staff to look for areas for improvement and share the positives - which gives staff a boost! We are working to address our access issues, including relaunching the NHS App and some elements of online requests to free up the lines for those in need. We will share our updates for patients on our phone message, our website and social media. Kind Regards Heidi Practice Manager.

• Staff are brilliant

  5

  Submitted by Collected by a Healthwatch Norfolk member of staff 10th May 2023

  The staff here are brilliant, they respond to seeing you as soon as they can. My mother was at roundwell practice and I could not get them to see her at all, I moved her here and within 3 days she was seeing a doctor. It is sometimes a struggle to get through on the phone but if I call in and explain the situation I have no problems getting an appointment.

• Reply from Woodcock Road Surgery

  Thank you for taking the time to provide a review on this occasion, your feedback is important to us, it helps the practice to continue providing the best service possible to our patient population. We review all comments received whether it is via online feedback, NHS Friends and Family Test (FFT), in person or writing. We share all feedback with our staff to look for areas for improvement and share the positives - which gives staff a boost! We are delighted to know you appreciate the service from Woodcock Road Surgery. Kind Regards Heidi Practice Manager.