Orchard Surgery in Dereham feedback report – November 2022

In November 2022 we visited Orchard Surgery in Dereham to speak with patients about their experience with local health and social care services. From this visit we received 16 reviews for the surgery. In addition to this we promoted our visit on Facebook and consequently received an additional three reviews through our website. The reviews have an average star rating of 4.2 out of five.

Overall, patients we heard from were happy with their experiences at the surgery. Most told us that they were able to get appointments and we also heard examples of staff being particularly supportive and exceeding patient expectations.

On the other hand, some patients shared less positive experiences where they struggled to get appointments, particularly with doctors, and felt that there were long waits on the phone.

We found a large modern building with a friendly receptionist, and clinicians would come to find patients in the surgery who did not respond to initial call-outs.

There were allocated disabled parking space and, although parking on the site is limited, there are ample spaces nearby for those who can walk a bit further.

Information posters were also displayed showing how to book an appointment digitally and explaining post-Covid protection measures.

In its response to the report, Orchard Surgery said it was encouraged by the positive comments and has made a number of changes around monitoring, procedures and staffing.

Reception are very good and helpful. The nurses are all good. I see them regularly. They just have not got the manpower.

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In the past it was very good but now we find it nearly impossible to see a clinician....