Find your service by name or location

Thank you for your feedback and we are sorry to learn of the problems you experienced when trying to contact the Practice regarding your medication. Your experience sounds unusual as our forms for prescribing and dispensing matters stay open all day and our patients can register for SystmOne on-line or download the NHS app as another means to receive communication from the Practice and order repeat medicatoin. Our dispensary answer phone is also checked and actioned throughout the day by our dispensary team. It is important for safe prescribing that a review is undertaken for patients on repeat medications. This may simply require a check by our clinical pharmacist who will then approve further repeats and will not always require a full assessment to be arranged with the patient. I am pleased to confirm that since your feedback was received, the Practice has introduced a call back facility on our telephone system, which means that patients can chose to receive a call back from us, rather than waiting in the queue. Thank you for your feedback which is always appreciated.

Thank you for your feedback. Unfortunately we are unable to comment on specific complaints regarding care on this feedback platform, but we would be happy to look into your concerns if you wanted to get in touch with the Practice directly. Please visit us at www.attleboroughsurgeries. com to complete a feedback form or you can provide a letter to the Practice providing your details in order that we can investigate your concerns further and respond to you directly.

Thank you for your feedback and sharing your positive experience with the Practice over the past few months. Your acknowledgment of the hard work of our team across the many departments that co-ordinate the delivery of our care is greatly appreciated. We will ensure that our staff receive your feedback and thank you again for taking the time to share this with us.

Thank you for your feedback, which we are always grateful to receive. We are sorry that the service provided by the Practice was not to the standard we would usually expect for our patients. Our reception team have gone through a period of significant challenge recently with high levels of sickness and a number of new starters. We are working with our team to support them at this challenging time of low resource and high demand, which is even more challenged by regular poor patient behaviour of verbal aggression directed towards them. The receptionist role is very diverse and good customer service is very much part of our expectations for the role and we are sorry that on this occasion you did not experience this when telephoning the Practice.

Thank you for your feedback and we are sorry to learn that you were unable to contact us via our on-line system. Our forms are usually open from 7am to approximately 9. 30am on each working day, but are then closed when we have reached capacity. At this time, patients are directed to contact the Practice by telephone in order that we can best manage care provision and risk by speaking with a patient directly. This is the safest way for us to manage care as patients needs can vary from life threatening to minor, with numerous conditions very ably manageable at home or via a community pharmacist. Our aim is to provide the very best care and access we can with the resources that we have available. We would not encourage patients to attend A&E or call 999 unless there is a life threatening emergency, but primary care is not designed to deliver emergency care and many conditions can wait without any harm to a patient. While we understand this may be frustrating and not always meet patient expectations, all health requests are reviewed by a clinician in order to prioritise our care delivery to the patients that request our help.

Thank you for your feedback regarding our change in arrangements to stop receiving repeat prescription requests through individual email arrangements and a move for this to be managed through the NHS app. There is a national push to support the use of the NHS app as this will enable patients to manage their whole health record through one system, including ordering repeat medications. The Practice has always accepted receiving repeat order slips that can be posted to the Practice or brought in by hand and this is not changing for patients who do not have on-line access. We have worked hard over the past few months with our awareness campaign relating to this change and have messaged all of our patients, where we have a mobile number in place. We have also used Facebook and posters in the Practice to highlight this change and provided training videos and links that take patients through step by step of both installing the NHS app on phones and other electronic devices and how to order medication through this system. If you search us up on Facebook or go to www. Gov.uk you will be able to find more information about the NHS app and the benefits and functionality that is available through this platform. We hope that this further information is helpful.

Thank you for your feedback and we are sorry for the length of time that you have had to wait in our queue to speak to a member of our reception team. Our call demand is significant and we have tried to improve this by rostering additional staff at key times of the day. Additionally we are investing in a new telephone system that can more robustly manage demand, as we are aware that a number of our callers get dropped from the line when call numbers become too high. There will also be options to request a call back, which will improve the experience of our patients as this is not currently available with our existing telephone supplier.

Thank you for your feedback and we are sorry to read your comments regarding our service. All of our clinical staff, including GPs provide face to face, telephone and on-line care to our patients each working day. All of our staff are trained and work to the highest level of confidentiality and by providing details to our reception team, they are better able to direct the health problem to the most appropriate person. Our reception team do not decide who is able to see a member of our clinical team and work incredibly hard to support our patients access timely care with the right person. The surgery provides extensive on the day provision through our same day team, which includes a GP, Advanced Care Practitioners, visiting paramedic and Nurse Practitioners. However, it is important that when we are at capacity, that a member of our team can speak to the patient in order that we can safely manage access to care and treatment and it is at this time that our on-line forms are suspended. This is a common approach taken across Primary Care. With over 18,600 patients, the Practice carries out many diagnostic tests each week and usually advises patients that they will only hear from us if there is something abnormal that needs to be discussed; we are sorry if this was not discussed with you. Regarding our phone system, we are aware that it is no longer fit for purpose and are moving to a cloud based system in the next few months, which we hope will improve the experience for our patients. Thank you for your feedback, which is always appreciated.

We have received your feedback and would very much like the opportunity to investigate the issues of concern that you have raised regarding your mother's care. If you would like to contact the Practice directly to provide further details, we would be pleased to hear from you.