Norwich Road Surgery

Written by a carer

Several occasions I have had to call on behalf of my mother as whenever she calls at 8am, she is told immediately there are no on the day appointments. This happened 3 days in a row. Eventually, I called on her behalf and stated that she needed to be seen that day (she had a suspected water infection that needed antibiotics) I was spoken to in a very rude and condescending manner. When I explained that it was urgent, the receptionist (who is known to both myself and my mother) stated that the urgent appointments are only for patients who are suffering from heart attacks or strokes! She then asked me "is your mother having a heart attack or stroke?" to which I replied if that was the case I would be taking her to a&e NOT the doctors surgery! This isn't the first time this known receptionist has asked this question. Eventually, I called in the afternoon and got an appointment. It shouldn't be like that. MANAGEMENT:why are you not listening to your patients feedback? My mother needed antibiotics and we were told it was very serious getting an infection like that at her age. I would hate to think what would happen to people that do not have anyone supporting them. There needs to be clarification on what is "urgent" and to stop making patients feel belittled

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Staff

Appointment