Sprowston Primary Care Centre

Sprowston Primary Care Centre 2024-11-27 Person 1 5 0

Having recovered from a recent cold I unexpectedly developed a cough which got steadily worse over consecutive days. On Tuesday 26 November I attempted to make an appointment at SPCC but, despite saying that online 111 had told me to contact my GP, I was told to see a pharmacist about a cough suppressant and to use steam for relief. Unhappy with this advice the next day I went to Rouen House walk in centre where it took almost no time to diagnose a chest infection and prescribe a course of antibiotics. Had I followed the advice provided by SPCC it seems likely the condition would have worsened. I appreciate there are a lot of viral infections doing the rounds but as a 65 year old that has had bronchitis and pneumonia before I would expect much better care and attention and feel badly let down.

Provided an assessment/appointment as requested rather than generic advice that applies to virus and not infections.

Sprowston Primary Care Centre 2024-08-12 Person 5 5 0

I had reason to call when I was at a complete low and family were concerned about my mental health. I was an absolute mess and couldn’t stop crying. The receptionist that took my call was amazing. She was calm and professional and listened to me, reassuring me that she can help. She was efficient and I spoke to a dr later that day, who was equally amazing. People are all too quick to criticise but praise where it is due. I honestly think the outcome could have been so much worse if they hadn’t both been so attentive. Thank you both so much.

I don’t think anything could have been better.

Sprowston Primary Care Centre 2019-11-02 Person 1 5 0

Complete dismissal of any concerns and no action on things as simple as an ear infection to a heavily mis managed chronic illness. Causing ptsd. Thankfull changed and concerns addressed rectifying the damage of this surgery to a degree I won’t get my time I wasted here back you allowed trauma to destroy my physical health and that’s just wrong doctors are who you turn to.

Sprowston Primary Care Centre 2019-02-27 Person 0 5 0

The worst surgery reception staff I have ever come across. Not helpful and rude. Don’t care about patients and need reporting to cqc. Staff need retraining on patient care.

Sprowston Primary Care Centre 2018-11-27 Person 2 5 0

I’d like to start by stating that I cannot fault the GPs at this surgery, having seen different doctors on numerous occasions for myself and my children, that’s have all been exceptional. However, I have found on many occasions that the reception staff (not all) have left a lot to be desired, I find them to be rude, unkind, extremely disrespectful and unhelpful, today in particular having spoken to them face to face this morning regarding a repeat prescription for my son, that they failed to get signed and sent off for 2 weeks ago! To then be told to wait 2 days for (when my son has been without much needed meds for 4 days already) after pleading that it was urgent, the lady told me to call back at lunch time. 12.52 I called the practice, waited in the call queue as expected, to be answered at 1.02 pm and told it was an emergencies only line, I politely asked after my sons prescription to be told yet again it was an emergency only line, I said I felt it was, and was promptly hung up on. Feeling upset and insulted I went into the practice, to ask in person, where I was told that they infact had my sons prescription ready now but hadn’t phoned me because they had no number for me?! I have had several phone calls from the surgery in the past and therefore know this to be untrue. They have no idea how to show empathy or understanding to people’s problems or give any afterthought to how their actions may make people feel. My son was at home in physical and mental pain, genuinely suffering from not having had his meds, having explained this to them this morning already I would have expected to be shown at the very least some compassion and respect. I would suggest that ALL reception staff are given training in these areas, and remember that the people they deal with in person and on the telephone are often likely to be vulnerable, unwell and in need of help, which is why they have this job in the first place! Kindness understanding and respect go a long way.. not least in this profession.