The Norwich Road Surgery

Went to see GP about a problem that I'm struggling with and have been for a while. The doctor did alot of googling then told me there was nothing that could be done. Went through my history and told me that past GPS shouldn't have given me what they did and that they were all wrong. I was polite throughout even when she apologized for the long wait and at the end of the consultation she made me feel uncomfortable, upset and like there was no hope at all for any help. She kept asking me what I wanted and why I was there which confused me as I thought the doctor was supposed to help and support you and give you the guidance you need but she instead wanted me to tell her what I wanted. Was very upset and hysterical after leaving the room and ended up ringing the surgery from my car asking to complain as I have never felt so useless and embarrassed and unimportant! I was polite and kind throughout and it worries me to think of how many others she's made feel like this. The only other encounter I have had with her was a 3 hour wait so I ended up leaving and never met her. If only that was the last time. Receptionists are outstanding as always. Absolutely lovely bunch and all the other GPs have been great too. But after this I will be leaving and not worth going back. The manager said they would look into it and also asked me on the phone 'what did I want from the appointment' help sounds like the incorrect answer.
Original Comment Report...

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. The doctors there are great. I've been a patient of this surgery for many years but I'm now thinking of moving. Very sad state of affairs.
Original Comment Report...

My father came into the surgery to book an appointment as he is hard of hearing and unable to talk over the phone. He was told on reception after being asked several times what this issue was in front of lots of people, that he would need to telephone the surgery at 8am the next day, he explained he is hard of hearing and the lady said there was nothing she could do, they only accept telephone calls to book appointments. He left the surgery with no appointments feeling like he had been spoken to in a rude manner. The lady was not friendly or understanding of his disability at all, in the end I had to go down there and book an appointment face to face, when I asked why my father was told to ring only, I was told to contact the surgery in the afternoons as there are better trained reception staff there. I find the practice intolerable, however the doctors are very good, they really need some help with the reception people as its unacceptable.
Original Comment Report...