Fakenham Medical Practice

They are fine for me. I give it five stars! There are always bad comments about AI taking the phone calls. It's called Emma. I think it's okay. I know to ask and answer the right questions accurately. Recently I've had several flareups of an ongoing condition. It happened on a Friday. My wife drove me to the surgery first thing on the Monday morning. The AI Emma had told me that a prescription could be available and had sent one through to the surgery which a doctor had already signed off. I was ... very happy with that. When I ask for a face to face appointment with my actual doctor, I get one. Yes I have to wait, but that's fine.

The service is not up to standard . If you do actually get to arrange a face to face appointment which seem to be avoided by the doctors/clinician etc the waiting room is always is fairly empty! Why is this?! To have some sort of diagnosis you need to be actually seen not send photos or be responded to with text messages. Overall an Uncaring surgery. The AI answering system is also temperamental and not fit for purpose.

Booking system; pathetic. If you see a GP it will take months. Then instead of diagnosing they just give drugs to take away the symptoms. I have no confidence in them at all.

I've given up trying to phone now and have to go in person for anything as the new AI phone system seems designed to prevent me getting anywhere. I've even tried asking to talk to a real person and it refers me to the website. And it takes so long!

I can always get an appointment okay and they sort out my medication.
Everyone here is very pleasant.
There is a very long queue for the dispensary today but that is unusual.

I am satisfied with what they do and the care is good but they are hard to communicate with. I am not sure about this Emma system.

I really struggle with the new Emma [digital AI receptionist] booking system, not sure if it is because my phone is old so I have had to come in person today and they have been very helpful and booked my husband an appointment for this afternoon.
The care that I have had here has been good and my prescriptions have always been right and on time.

They have lots of different services here which is good. I feel well listened too and they take action. It can be a long wait if you want to see a doctor and it's not urgent, I had to wait 6 weeks to see a certain doctor, could of seen another one but that still would of been 5 weeks. But when you need someone urgently they are brilliant and you get seen on the same day.

Treatment wise they are generally good, the doctors are thorough and the nurses are good.
Communication is poor, trying to get information and appointments is hard and the 8am rush is a nightmare. The Emma AI assistant is not very helpful. I have seen people booking appointments at the desk which you could not do before but there has been no communication that this has changed.

I think they are very good here. They looked after my husband when he was dying and me when I was very unwell. You may need to wait if you want to see a certain doctor. I can't get my prescriptions on my app but they are trying to sort it for me.