Humbleyard Practice - Ratings and reviews
Reviews
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Review titled Shocking Service - Mulbarton Sugery
Rated 1 star out of 5
by Anonymous - Posted on 12 August 2023
I have been trying to get an appointment for weeks at Mulbarton. I ring as soon as they open the phone lines and it always takes nearly an hour to get through. The Patches form online is never open or available so have to result to phone lines which everyone else has to do, meaning you are constantly on hold. After an age of waiting, receptionists then say they have no appointments and to ring at 8am each day, which I have been doing for a long time. The receptionist yesterday was extremely rude and said that they only deal with emergency appointments on Friday's , she couldn't help me and that if I wanted an non-emergency appointment to ring Mon,Tues, Weds or Thurs. I told her this was news to me and that I have not seen this announced on their website or social media. She was extremely dismissive and did not want to help. She then said if I wanted an appoiment, I'd have to travel to the surgery when the surgery opens in the morning. Not very helpful if you are immobile or work and still not guranteed an appointment. The Dr I have seen in the past was also rude and dismissive and initially told me to 'just medicate' chest pains without investigating them. When I have been able to get appointments in the past, Dr's give conflicting advice and information. Stay clear of this surgery if you can get in somewhere else!
Visited August 2023
Humbleyard Practice has not yet replied.
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Review titled Not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 04 September 2023
Appointment made for a date specific procedure. Cancelled on day of appointment and a new appointment given for 17 days ahead. What use is this? Reception maintain only one nurse available, and they are off sick. Sorry, but a practice this size needs more
Visited August 2023
Humbleyard Practice has not yet replied.
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Review titled Reception staff very poor
Rated 1 star out of 5
by Anonymous - Posted on 17 November 2022
The reception staff appear to have limited training in a care context, particularly around complaints or knowing how to defuse a situation. They'd rather embark on petty arguments as a means to embarrass you publicly, exacerbating the situation. The CQC needs to do a deep dive on reception staff training, auditing and continuous improvement at Heathersett. The practicalities of the reception need a review. You can't hear through the perspex when another patient is speaking loudly in the vicinity. I have no hearing issues. I queued to listen to 2 separate patients ahead of me complain about things to no avail. The second one chasing his sick note. I was privy to all of their information due to the screen necessitating louder than normal conversation volume. Subsequently (a different member of staff, 30 mins later), I was subjected to being shouted at through the Perspex screen down a 10m corridor. This is not the way to engage with a patients when the member of staff in question is unaware of what has been agreed with her colleagues. I should not be expected to announce my name as a shouted response, and I didn't. Again it was all my fault.. having being led by the previous receptionist. Of course, they don't offer a complaints process and my attempt to access it has been is unanswered and not acknowledged. I could go on, but what's the point? The standards seem to be in freefall here and its a well known fact that GPs are leaving due to poor standards.
Visited November 2022
Review titled Humbleyard Practice
Replied on 21 November 2022
Thank you for your feedback and we are very sorry you have had cause to complain. We do operate a complaints procedure and I would urge you to contact the Surgery Manager at Hethersett surgery so that your complaint can be investigated and responded to.
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Review titled Bad Organisation
Rated 3 stars out of 5
by James Chamberlain - Posted on 27 November 2022
Had a text to have a blood test and pressure check when I attended I was told I only had a half slot so I could only have a blood test and would have to make another appointment for the pressure test,what a waste of my time nurses time expensive petrol and a slot that could have been taken buy someone else .
Visited November 2022
Review titled Humbleyard Practice
Replied on 30 November 2022
Dear Mr Chamberlain Thank you for your feedback. Please accept our apologies for your experience when you visited the practice. I understand that the Surgery Manager has been in contact with you directly. This has highlighted a potential training need, which will be addressed with the staff. Kind regards Rose Beggs - Practice Manager
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Review titled Not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 03 October 2022
Telephone appointment between 9am and midday. Stayed in till 12:45. Dr rang at 12:56. By then I had gone out for another appointment at 1:15 which both I and the other party were on time. No apology, no answer phone message, useless. Would the surgery be happy if I turned up nearly an hour late? I'd probably be told to find another surgery!
Visited October 2022
Review titled Humbleyard Practice
Replied on 10 October 2022
Thank you for your feedback. Normally we would advise patients that a telephone consultation will be either AM or PM. If a patient requests a specific time, we will try to accommodate this. However, clinicians will not be rushed regardless of their workload and will allow all patients the time needed during their consultation to listen and understand their needs. This inevitably means from time to time their clinic will over run. I am sorry if this is your experience, however, I am sure you will appreciate the points raised above and understand how difficult it can be for exact timings to be given. Many thanks
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Review titled Rude Admin Staff, Part-Time GPs
Rated 1 star out of 5
by Anonymous - Posted on 29 January 2023
My husband was very ill and I tried to get through on the phone but never could. I then tried to book online, but the online form was only turned on for an hour each day! Sick People won't give up - if we need to be seen, there's no point trying to hide from letting them communicate! They claim to be over-subscribed, but they appear to be taking the funding without the extra investment! When you do get to speak to a GP, they are generally very good, but the admin/reception staff are terrible at handling the incoming enquiries.
Visited June 2022
Review titled Humbleyard Practice
Replied on 30 January 2023
Thank you for your comments regarding the practice. I note that this has been posted on 29/1/23 regarding a visit in June 2022. I would always recommend that if you have a complaint to contact us directly so that we can address your query at the time it occurs. I am sorry that you feel our staff were rude when you contacted the practice. It would be far better to contact the surgery manager directly at the time of the incident. This will give us the opportunity of speaking with those staff involved, potentially highlight any training needs and resolving your query. We now have a new telephone system which hopefully has alleviated some of the issues we experienced with our previous system.