The Hollies Surgery Feedback

Healthwatch Norfolk undertook research on patients’ experiences of care at The Hollies Surgery in Downham Market. In August 2026, Healthwatch visited the practice and collected feedback from 20 patients, with reviews producing an average rating of 4.4 out of 5. The surgery serves around 5,000 registered patients and provides a range of primary care services, including long-term condition reviews and well woman clinics.

Overall, feedback was very positive, with patients describing staff as friendly, helpful, knowledgeable and supportive. Many reported that it was easy to get appointments, that telephone waiting times had improved, and that they felt listened to by clinicians. Several patients commented that the surgery had improved significantly in recent years, praising the welcoming atmosphere and the quality of care received. 

Patients particularly valued the responsiveness of staff, continuity of care and the speed of referrals and health checks. Positive feedback was also given about support for mental health and the way some clinicians took extra time to understand patients’ needs. Healthwatch officers observed friendly interactions between reception staff and patients, accessible facilities and clear health information within the surgery. 

A small number of patients reported concerns about communication, particularly relating to prescriptions, test results and continuity with preferred doctors. Some experienced confusion over blood test results or pharmacy communications, while others felt they had less personal contact with clinicians than in the past. Despite these concerns, the overall picture was of a well-regarded practice providing good-quality care and a positive patient experience.