School Lane Surgery

School Lane Surgery

Address: The Surgery, School Lane, Thetford, Norfolk, IP242AG

Reviews Summary

4 out of 5 stars

Based on 109 reviews

Review data

5 star reviews

49%

4 star reviews

27%

3 star reviews

6%

2 star reviews

4%

1 star reviews

15%

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Recent reviews

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Anonymous User

July 2, 2025

5 out of 5 stars

Called for same day appt for myself and my Mum.
Got appt for myself and Dr call for my Mum same day. Very helpful receptionist on phone registered both of us for triage, though booking details onto us wrong way round this was immediately rectified in call back confirming Appts and apologies given. Dr very thorough with a good empathetic manner to us both confirmed what I had suspected with infections and issued prompt RXs.

Greeted by receptionists for booking in.

Whilst waiting noticed a few patients actively berating staff over thing
... s that not their fault and a couple not taking the advice given and behaving in a very rude entitled manner - the staff sat through this and engaged in a thoroughly professional & polite manner
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Anonymous User - Collected By Engagement Team

May 12, 2025

2 out of 5 stars

I've not met my doctor
They're not great. I've lived here for four years and I'm yet to meet my doctor.

I've seen nurses for my blood pressure checks and they're always top notch, very polite and helpful. I have the same prescription every month and there's always a delay which is sometimes because the surgery haven't sent the prescription over in time.
  • The Breckland Alliance (School Lane Surgery)

    Thank you for your feedback. We're pleased that you find our nurses top notch, polite, and helpful for your blood pressure checks. However, we're concerned that you haven't met your designated doctor in four years and about the recurring prescription delays. Please contact the surgery directly so we can arrange for you to meet your doctor and investigate the prescription timing issues. We are keen to learn more about these problems and improve our processes. M. Rolph Business Manager

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Anonymous User - Collected By Engagement Team

May 12, 2025

5 out of 5 stars

Never had problems
I've never had any problems. Sometimes it is hard to get an appointment - I had to wait seven weeks. I rang five times without success so I came in to book that. I was seen yesterday and was happy with how it was dealt with. We've never come across any aggro.
  • The Breckland Alliance (School Lane Surgery)

    Thank you for your positive feedback about the care you received. We acknowledge the difficulties you experienced with appointment booking, including the seven-week wait and phone access issues. Based on patient feedback like yours, we are implementing changes to our appointment system. We will be moving to an on-the-day booking system and re-opening our online form to allow same-day requests to be submitted, which should significantly improve access to appointments. M. Rolph Business Manager

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Anonymous User - Collected By Engagement Team

May 12, 2025

4 out of 5 stars

Staff quality is 5 stars, system is 3
The staff are outstanding but they're overworked. It's not their fault, there's too many people. The quality of the staff is five, the system is three, so I'll give four stars.
  • The Breckland Alliance (School Lane Surgery)

    Thank you for recognising the staff and for understanding the pressures they face. Your insight about system challenges versus staff quality is valuable feedback. We are working on system improvements, including implementing an on-the-day appointment system with online same-day requests, which should help manage demand more effectively and reduce pressure on our excellent team. M. Rolph Business Manager

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Anonymous User - Collected By Engagement Team

May 12, 2025

5 out of 5 stars

Not 'them and me', it's 'together'
They're top dog! They're on the job and they look after you as a human being. It's not "them and me", it's "together".
  • The Breckland Alliance (School Lane Surgery)

    Thank you for this wonderful feedback! We're thrilled that you feel we treat you as a whole person and that you experience our care as a partnership. M. Rolph Business Manager

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Anonymous User - Collected By Engagement Team

May 12, 2025

4 out of 5 stars

They're dealing with my health well
I can't fault it here to be fair, it would be wrong to say anything different. I've never had a problem getting an appointment or speaking to somebody and they're dealing with my health issues well.

I usually book online but if not I ring or walk over. It's four stars as there's always room for improvement.
  • The Breckland Alliance (School Lane Surgery)

    Thank you for your honest and positive feedback. We're pleased that you've had consistent success with appointment booking and that we're managing your health issues effectively. We appreciate your recognition that there's always room for improvement – this constructive approach helps us continue to enhance our services for all patients. M. Rolph Business Manager

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Anonymous User - Collected By Engagement Team

May 12, 2025

5 out of 5 stars

No complaints
They're very good, excellent! The appointments are on time, I can book easily enough either on the phone or by coming in. I've got no complaints about this surgery.
  • The Breckland Alliance (School Lane Surgery)

    Thank you for this excellent feedback! We're delighted to hear that you find our service excellent, appointments punctual, and booking straightforward. Your positive experience is exactly what we strive to provide for all our patients. M. Rolph Business Manager

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Anonymous User - Collected By Engagement Team

May 12, 2025

4 out of 5 stars

Delay processing hospital information
The surgery is fine but the contact between West Suffolk hospital and here is a problem. I know the hospital have sent the information and it's been received but this is the 5th time I've been in and it's still not processed.

I'm waiting for cardiology medication. I don't like to complain but this is unacceptable now, it's been since before Easter.

I'm a full-time carer for my blind wife and it's hard to leave her on her own while I keep coming here. They've said I can phone but the queue is
... very long.

Also some of the doctors speak very quickly. I wish they'd speak louder and slower especially when they have strong accents as I'm hard of hearing.
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Anonymous User - Collected By Engagement Team

May 12, 2025

5 out of 5 stars

Good surgery, very thorough
Whenever I need to see them they're excellent, 100%. I use online to book or I phone up and use the call back. The staff are very good, very thorough, especially the doctors who know my medical history. It's a really good surgery.
  • The Breckland Alliance (School Lane Surgery)

    Thank you for this wonderful feedback. We're delighted to hear that you find our staff excellent and thorough, and that this contributes to your positive experience. Your comments about our online booking and call-back system are particularly valuable as we continue to refine our appointment processes M. Rolph Business Manager

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Anonymous User - Collected By Engagement Team

May 12, 2025

4 out of 5 stars

Staff always helpful
It's fine here, no problems. I just had a blood test and it was on time. The staff are fine, always helpful. Occasionally you can't get through on the phone but it's not their fault, they're just understaffed.
  • The Breckland Alliance (School Lane Surgery)

    Thank you for your understanding regarding our staffing challenges and for recognising our team's efforts. We appreciate your positive comments & we are working on improving phone access, and based on patient feedback, we will be moving to an on-the-day appointment system with an online form for same-day requests, which should help reduce phone congestion. M Rolph Business Manager