East Norwich Medical Partnership - Ratings and reviews
Reviews
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Review titled Awful , Stay Clear if you can
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2024
Called at 8am to be told by automated means line is full and not accepting anymore calls, also had same thing yesterday. Spoke with receptionist who told me I should have called at 8 ?? I explained I did but lines were blocked, She then informed me they did unblock, obviously my Psychic powers did not stretch to knowing this. Got through before 10 to be told I can’t be seen or have telephone appointment as they have all gone and I need to go to walk in centre, Service is appalling, I have not had an appointment with GP for years and only call when I am desperate. Chest infection, history of blood cancer and weakened immune system being told to go elsewhere. When I said if anything happens due to this I hope it’s noted . I was told if I felt that bad to call 111. What is the point of this Surgery ? GP Surgery that does not want to see patients?
Visited February 2024
Review titled East Norwich Medical Partnership
Replied on 06 March 2024
Dear Patient, Thank you for taking the time to share your concerns regarding the telephone system and your experience of arranging an appointment with the clinicians. As I do not have your personal details, I am unable to respond directly to some points you have made in your review. As the practice runs a telephone triage system all patients ring at 8am for a GP appointment. The telephone system has a maximum of 30 in the call queue at this time, once the queue is full a message will click in asking the patient to try again later. We have trained other members of the team to answer the telephone at this time of day to enable the queue to reduce in a timely way. The most popular contact method from the patient is via the telephone, on answering the receptionist will ascertain the nature of the patient concern and signpost accordingly. Patients may not always need to see a GP. There are other services available to support general practice which would save time for the patient, these services include direct self-referral to a Physiotherapist who are able to offer treatment and refer patients for further tests. Walk in centre who can treat minor illness, such as chesty coughs, earache etc. Your local pharmacy who can give general advice and support, some pharmacies are part of the Pharmacy First initiative and are able to issue prescriptions for certain health conditions. 111 to offer advice and support and are available 24 hours a day. Should a patient be offered a telephone triage appointment, this will be added to the same day GP appointment list, once these have been booked the practice has reached capacity and the patient will be advised to contact one of the services above. The practice works within the NHS guidelines which states the practice is unable to ask patients to ring back tomorrow therefore patients will be asked to contact another service by the reception team. At the time of the telephone triage appointment the clinician will make an assessment and if appropriate a face-to-face appointment will be arranged by the clinician at the time of the call. Using this system enables the appropriate use of GP appointments and more patients can be treated as the practice does not have patients not turning up for their pre-booked appointments. The practice will support their patients to the best of their ability and is not an emergency service. The reception team /practice works within the guidelines of NHS England and the Department of Health and Social Care under the guidance of the partners and practice manager. Yours sincerely Carol Postle Compliance Manager
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Review titled Varying degrees of success
Rated 2 stars out of 5
by Anonymous - Posted on 27 December 2023
I have been registered with the GP for the past year since moving back to the area. I would have to say the care received for myself and husband have been very up and down. Perhaps if I was local and been with the GP for decades it would be different. Nonetheless, I have yet to speak to my allocated GP which in turn causes inconsistent care as every time I have to repeat myself (same for husband). This never happened with either of my previous GP's. Telephone calls I get are either past the expected time advised in the evening or not at all which in turn means they are likely to be missed. *Never happened with previous GP's I find it difficult to make appointments by telephone due to work but only offer telephone ones so I don't expect I will ever see my GP unless I am on my knees. Unable to get an appointment due to GP sickness or get a call from a different GP who has no insight about my history. It is concerning to think that I can't contact my GP for help because there aren't enough GP's well enough to run clinics in the Practice. *Never happened with previous GP's I totally understand the pressures of NHS, but good communication and consistency needs to improve. I feel my health and wellbeing deminish but don't have any faith in the support I can get. I will see how it goes in the next year, but it is highly likely I will change my GP. Unfortunately this has been the worse GP service I have ever received.
Visited December 2023
Review titled East Norwich Medical Partnership
Replied on 02 January 2024
Dear Patient, Thank you for taking the time to place a review of the practice via the NHS review website and I am sorry to read of your experience. We do have a complaints email address for the practice nwicb.ENMP.complaints@nhs.net concerns raised via this website would enable a more personalised response, as you have chosen to place your concerns regarding your care on a public forum I shall respond with a general overview of how the practice is currently operating. The Doctors of the practice do not have personal lists, on registration at the practice patients are allocated a named GP in line with NHS England guidelines. This enables the patient to have a choice of which GP they would prefer to see. All Doctors at the practice have full access to the patient record, the patient can request to speak with a particular doctor however the majority of GP’s do work part time so please be aware there may be a wait for an appointment. For a same day appointment, the patient would be added to the on-call doctors list. At the time of the pandemic the doctors/nursing team were supporting their patients via the telephone. Since the end of the pandemic the nursing team have returned to face-to-face appointments, however the GP’s have continued to use the telephone triage system. The GP’s decided to continue with this system as it enables them to prioritise calls, sometimes calls to patients are made later in the day when the practice is closed. It also allows them to treat more patients as some can be helped without the need to be seen. Should a doctor need to see a patient for clinical reasons a face-to-face appointment will be made at the time of the call, either the same day or at a time to suit the patient. It is also felt as there is a national shortage of GP’s this is the most effective of way of using GP time. Unfortunately, the practice has recently had several GP’s and staff off with COVID, which has been on the increase this winter, should the practice be unable to meet the demand, patients are referred to the 111 Service, the Walk In Centre for support. This is within the guidelines set out by NHS England and the Department of Health and Social Care. As I previously mentioned this is a very generalised response, I do hope it has given you some understanding of how the practice is managing its workload at a very challenging time. Please accept my apologies on behalf of the practice for any disappointments you have experienced. Yours sincerely Carol Postle Compliance Manager
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Review titled An abomination
Rated 1 star out of 5
by Anonymous - Posted on 19 May 2023
I have been very unwell for 3 weeks and tried to see a GP. I was told that I could not see a GP and all I was offered was a phone call next week, in the morning....between 9am and 2pm! If that doesn't tell you how bad this place is. I have now registered with another GP surgery and hope that this surgery has a good hard look at it's practice. They do not care one bit.
Visited May 2023
Review titled East Norwich Medical Partnership
Replied on 24 May 2023
Dear Anonymous I am sorry to hear of your recent experiences when contacting the surgery. All GP appointments are triaged by the Doctor in the first instance, as you discovered the patient is offered a telephone appointment within a certain time frame. If when speaking with the Doctor, they deem a face to face an appointment is required the GP will arrange an appointment at the time of the call for either the same day or at a time to suit the patient. We do have a complaints policy which is available on our website as you have made your posting anonymous, I am unable to look into the points you have raised further. All calls to and from the practice are recorded and we would have been able to listen to these to ascertain where exactly the problem you experienced lies. I am sorry to hear you have left the practice list. Yours sincerely Carol Postle Compliance Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Sarah - Posted on 28 February 2023
I wanted to share my experience as not enough good press is given to surgeries who go above and beyond. I called reception fairly late in the day about an issue that was really troubling me, and I was desperate to get help. I was unable to get through earlier in the day and I was at work, so I couldn't wait in the call queue. Thats life! I got through to a lovely receptionist who listened to my problem. I was told they had 2 doctors off sick, and that they would still ask the duty GP to call me back as it was urgent. I was aware that it was coming to the end of the working day, so my expectation was that I would probably not get a call back until the morning. But at almost 9pm at night the duty GP still called me and listened to my issues and sorted some medication out for me, and I felt really supported and listened to. That GP was probably working since 8am and I really appreciated that he felt it was important enough for him to help me, despite it being late. For this I will be eternally grateful, because it is not often that I need to ask for help, so it was really reassuring that I was able to access care I needed, when I needed it. Thank you to all involved, from Reception, to the GP. You are good people and thank you for caring about your patients, contrary to what some members of the public think.
Visited February 2023
Review titled East Norwich Medical Partnership
Replied on 01 March 2023
Dear Sarah, Thank you for taking time out to share your experience. It is not often members of the Practice Team receive such praise; I have shared your message with all members of staff. It is so uplifting to receive kind words and we hope you are making a good recovery. Yours sincerely Carol Postle Compliance Manager
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Review titled Poor service, rude receptionist
Rated 1 star out of 5
by Julie Banham - Posted on 06 January 2023
After waiting a week in middle of Nov 2022, for blood test for HRT, waited another 10 days for call back from GP to discuss blood results, then put on wrong HRT. Phoned Jan 2023, was told phone back would be between 10am-2pm, eventually got call at 17.40 & missed call. Phoned next day to make another appointment & got told it would be a call from GP not face to face. Told receptionist about the time I should have received call the day before and the delay, she replied I had to be patient, so I said well maybe if you told the patient this or extended the time span they would understand better and with that she hung up on me. So rude. Have never had a good experience at this surgery, the review's are mainly 1 star and we can't all be wrong. If I could give it less than 1 star I would.
Visited January 2023
Review titled East Norwich Medical Partnership
Replied on 11 January 2023
Dear Mrs Banham, Thank you for posting your experience of the surgery. It would not be appropriate to respond to your comments via this online forum. As you have been registered with the surgery for some years, we are disappointed that you felt unable to raise your concerns directly with the practice. Should you wish for an investigation into the points you have raised please contact us via our complaints email address nwicb.ENMP.complaints@nhs.net. Yours sincerely Carol Postle Compliance Manager
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Review titled Excellent support and timely responses.
Rated 5 stars out of 5
by Very Grateful. - Posted on 28 October 2022
Over a period of past few weeks all requests for attention and assistance have been dealt with effectively and speedily. Thank you all.
Visited October 2022
Review titled East Norwich Medical Partnership
Replied on 02 November 2022
Dear Patient, Thank you for taking the time to post your appreciation for our services on the NHS website. It is so lovely to receive positive feedback during these very challenging times in general practice. Your message will be shared with all members of the practice team. Yours sincerely Carol Postle Compliance Manager
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Review titled Extremely efficient
Rated 5 stars out of 5
by Anonymous - Posted on 02 September 2022
So pleased with the efficient service I received. Felt the doctor was very thorough and went above my expectations. Also receptionist were very helpful upon booking a blood test.
Visited August 2022
Review titled East Norwich Medical Partnership
Replied on 06 September 2022
Dear Anonymous, Thank you for taking the time to post your appreciation for the help you received at the practice via the NHS website feedback page. Your thanks will be shared with all members of the practice team and will really be appreciated by all at the surgery. Yours sincerely Carol Postle Compliance Manager
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Review titled Under rated practice
Rated 5 stars out of 5
by Maureen Ward - Posted on 25 August 2022
Over the past months this surgery has had a lot of negative feedback… For me I’d like to change that…yesterday 24th Aug I called at 8am was first in the queue. The member of staff was very polite and sympathetic to my issue…was given an appointment for a call back from the doctor which I received in the allotted time, we discussed my issues at length even had a bit of banter which made me chuckle…A request for another blood test was successful with appointment for the following day..My experience with nurse was very reassuring, all was very relaxed very informative… I feel over the last couple of years this practice has had far too much bad feed back, for me during the whole Covid impact the staff have been very supportive towards me never had an issue with appointments or call backs…Back in March when I actually contacted Covid I had 2 calls from 2 separate doctors checking on me to hear how I was coping…. The staff seem to have had new an insight into patients well being whether this is from staff training or the introduction of new members of staff… If I could change one thing about this practice is their heating system it’s under flood heating which is not easily controlled, just think of the money that could be saved put to better use if this was resolved..
Visited August 2022
Review titled East Norwich Medical Partnership
Replied on 30 August 2022
Dear Mrs Ward, Thank you for taking the time to post your feedback on the NHS website regarding your experiences with the surgery. It is so lovely to read of your very positive comments when talking with members of the team whether they are administrative or clinical and of the treatment you have received. The telephone consultation appointments have been an adjustment for both the patient and staff. I am pleased to read you have not experienced any difficulties with this form of appointment. We do have some new members of the reception team although there are still vacancies and we are currently advertising. Unfortunately, we are unable to change the under-floor heating as the practice does not own the building. Thank you again and your review will be shared amongst all the staff of the practice. Yours sincerely Carol Postle Compliance manager
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 13 July 2022
I made an appointment for my Dad via the website. He was given a morning telephone appointment and the call came early in the day as promised. Having spoken with the Dr he was called straight down to the surgery for an ECG and within two hours was admitted to hospital. Thank you to the doctor and surgery staff for the excellent care provided on the day.
Visited July 2022
Review titled East Norwich Medical Partnership
Replied on 27 July 2022
Dear Anonymous, Thank you so much for taking the time to post your thanks via the NHS website. It was so lovely to receive your compliments which have been passed to all members of the surgery staff. We do hope your father is making a good recovery, we wish him well. Yours sincerely Carol Postle Compliance Manager
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Review titled Excellent Patient Experience
Rated 5 stars out of 5
by Anonymous - Posted on 18 May 2022
I recently received an excellent service from the Sprowston Practice team. My initial contact was via e-mail which was promptly responded to, and an appointment made for a GP to call me 2 days later. The excellent GP I spoke to was very understanding they provided me with lots of links to reading material in relation to my query, explaining everything clearly and answered all my questions they also onward referred me to theFirst Contact service. First contact called me within 2 days of speaking with the GP and made an appointment for a week later. The Health Care Professional I saw at Lionwood was excellent, very thorough and provided me with lots of self help material. The pathway through the practice has been quick, simple and effective providing an excellent patient experience. All the members of staff I have spoken to or had electronic interaction with have been courteous and accommodating - nothing has been too much trouble so thank you.
Visited May 2022
Review titled East Norwich Medical Partnership
Replied on 25 May 2022
Dear Anonymous, Thank you for taking the time to share your positive thoughts regarding the service you have received from East Norwich Medical Partnership. We were delighted you found your experience through the electronic route positive, and we hope your health continues to improve with the advice you have been given by First Contact. We have shared you review with all members of the team at the practice, it is so lovely to receive a thank you. Yours sincerely Carol Postle Compliance Manager