Magdalen Medical Practice feedback report

Healthwatch Norfolk visited Magdalen Medical Practice in Norwich during July 2026 to gather patient feedback about the service. Fourteen reviews were collected, resulting in an average rating of 4.2 out of 5. Patients were generally positive about the care they received and praised staff for being friendly, helpful and supportive. Many respondents reported that appointments were available when needed and valued the continuity of care provided by familiar clinicians and nursing staff. 

Patients frequently commented on the professionalism and kindness of staff, particularly nurses, and many felt listened to and well supported during appointments. Several respondents described the practice as one of the best surgeries they had experienced, highlighting good follow-up care, reliable access to medication and appointments that generally ran on time. Registration processes and appointment booking were also viewed positively by some patients.

The most significant issue raised related to the practice’s recently introduced AI-assisted receptionist system, Andi. Many patients reported frustration with the system, stating that it struggled to understand requests, asked irrelevant questions and made booking appointments more complicated. Some patients preferred speaking directly to a receptionist and felt the new system created barriers to access, particularly for those less comfortable with digital technology. A small number of respondents reported having to visit the practice in person because the AI system could not meet their needs effectively. 

Overall, feedback suggests that patients have a high level of confidence in the clinical care provided by the practice and value the friendliness and professionalism of staff. However, patient satisfaction with the AI receptionist was mixed, with many respondents identifying it as the main area where improvements could be made to improve access and patient experience.