Including Station Road and Queens Square branches.
Feedback
254 responses from the local community
I can't complain
5
Submitted by Collected by Healthwatch Norfolk staff31st July 2022
I think they are great for me and my family. When my mum was receiving end of life care at a nursing home the Dr here sorted her care and the care she received from here was superb. For myself I recently saw a Dr and was referred within a week I can't complain.
Reply from Attleborough Surgeries
Thank you for your positive review and letting us know of the great care received by your mum at such an important time in her life and by yourself more recently. We really appreciate the time you have taken to let us know of your positive experiences with our services.
It used to be so good here
3
Submitted by Collected by Healthwatch Norfolk staff31st July 2022
If you have children they are very good. If you are seriously ill they see you. But every day things you just have to cope. It used to be so good here. I've been here 12 years and I don't know if it is a lack of Drs. It is not just here it is everywhere.
Submitted by Collected by Healthwatch Norfolk staff31st July 2022
They always get back to me to let me know about things. I know they're under pressure but I tend to hear back quickly, there's a quick turn around. I'm very happy with my care. They do very well, I think they're marvellous
Reply from Attleborough Surgeries
Thank you leaving such a lovely review. Our whole team work extremely hard in these very busy times and often under considerable pressure and your feedback is very much appreciated and will be shared with staff.
I'd like face to face consultations back
1
Submitted by Collected by Healthwatch Norfolk staff31st July 2022
Before the pandemic I would have rated the surgery a 4. It's hard to get an appointment, I've tried over the phone and tried online. The system was working online now it's not working. If you do manage to make an appointment you get a phone consultation. I'd like face to face consultations back.
Submitted by Collected by Healthwatch Norfolk staff31st July 2022
I rang for a crisis on the Monday and was told that someone would ring me back on Thursday, this is too long. I also think the doctors should know you, they used to but now they're too busy.
Submitted by Collected by Healthwatch Norfolk staff31st July 2022
The appointment booking system is good, but the time you have to wait for an appointment is not so good. In general they're pretty good though, everyone I've dealt with has always been helpful, I've been a patient here 20 years. My husband recently had a triple bypass and the after care here was brilliant.
Submitted by Collected by Healthwatch Norfolk staff31st July 2022
It's quite hard to get an appointment, I think it would be good to have more doctors to see people. They do their very best for you though, whatever you need they'll sort it. My GP is absolutely brilliant.
When I do actually get to see a nurse or doctor they are all lovely and very professional BUT it is so very difficult to even get online to send a message. I actually ended up hand delivering a letter to my doctor as I just couldn't get through online.
Reply from Attleborough Surgeries
We are sorry for the frustration you have experienced when trying to make contact with us through our on-line forms. Many Practices have found that with the overwhelming demand generated through on-line access, that they are having to restrict the times that these forms are available each day. We can sometimes receive in excess of 500 forms in a day and we need to ensure that we have the capacity to review the health issues that our patients are sending into us and to safely manage the needs that arise from these.
When switching off our forms, there are only a restricted few that are not available and our phone lines remain open for urgent health matters that our patients need help with and require a more urgent response.
Thank you for your kind feedback regarding the quality of the interactions that you have had with our doctors and nurses.
Absolute nightmare
2
Submitted by Anonymous27th July 2022
I recently needed to see a nurse or GP about a personal health problem so put the request in to get a response from them asking for a photo, I had already told them where the problem was so I found it wildly inappropriate that I was asked to send a photo! Needless to say I didn't send one and told them I would not be doing this. They then agreed to me having an appointment, great...problem was they sent me to the wrong surgery!
The surgery has been rapidly going downhill over the last year or so. Dr's are leaving left right and centre. Needs to greatly improve
Reply from Attleborough Surgeries
Thank you for your feedback. We are sorry to read that you were asked to send a photograph to the practice in a circumstance where this was not appropriate. We are always happy to reflect on patients experiences in order that we can learn and improve our services and we will share your feedback with our teams in order to remind them to appropriately consider such requests in the future.
I am pleased to confirm that we do not have frequent occurrences of patients being told to attend at the wrong site, or patients misunderstanding where their appointment is booked to take place, but unfortunately we do operate from two sites, with many staff working across both locations and miscommunication can unfortunately sometimes occur. We are sorry that this was your experience on this occasion.
Poor Service
1
Submitted by Dawn Gleed27th July 2022
Attitude of receptionists when asking or booking appointments, being an unstable diabetic there is currently not a Diabetic specialist at the surgery, all the doctors are frequently leaving, you can’t book an annual review they tell you it’s not available for at least two weeks, I’m also on depression meds, tried to call to ask for help with possible increase in dosage and couldn’t get an answer, they tell you to book online for things when you try to the system is temporary unavailable, a family member was measured by a nurse for made to measure compression stockings, the incorrect ones were ordered, could only speak to a receptionist who said they will deal with it, we have chased this further and still no movement and now my family members stockings are becomiytoo small causing cramping and mobility problems but nobody seems bothered here. It didn’t used to be like this !!!!
Reply from Attleborough Surgeries
Thank you for your feedback. We are sorry to read your review and your dissatisfaction with our services.
The Practice works closely with the Norfolk and Norwich Hospital, who provide specialist diabetic clinics at our Practice to support our most complex patients, we are also able to refer patients that are outside of the scope of the expertise of our clinical team. Invitations to book an annual review appointment are sent out linked to the birth date of the individual and clinic appointments available through the year to book into; a two week wait for an appointment of this nature is clinically reasonable and we are always happy to be contacted by patients who have health concerns related to their condition that requires more urgent review.
Our staff work very hard to support our patients, but we are always happy to investigate specific matters of concern that our patients wish to raise with us. If you would like us to review your other detailed concerns further, please do get in contact with the Practice directly.