Attleborough Surgeries

Feedback

• Dire

  1

  Submitted by Tim 11th April 2022

  Where on earth do I start? It is simply the worst surgery ever: doctors who won't see you; doctors who don't check records when progressing health issues..... I really could go on. They have now seen fit to to change the awful website to something worse. Beyond awful...

• Reply from Attleborough Surgeries

  We are sorry to read that you have concerns regarding the services offered by the Practice. We always welcome feedback and would be very happy to be contacted directly with your details and further information about your experience and concerns in order that we can investigate these further. The Practice uses a nationally delivered website which enables patients to contact as on-line, which is in line with the Government plan and expectations for accessing primary care.

• Have not had or supplied my right medical an

  1

  Submitted by Anonymous 1st April 2022

  Have continued to delay and hold up my efforts

• Reply from Attleborough Surgeries

  Unfortunately the feedback you have left does not make clear the issues of concern that you have. We always strive to help and resolve matters where we can and where appropriate, so please do get in touch with the Practice directly in order to detail the concerns that you are experiencing.

• Fed up

  1

  Submitted by Karen 28th March 2022

  Trying to get my blood test results . Going on line it says am I registered for online services i hit yes , it takes me to patient access which I have , where do I go from here ?. Messaged the surgery who replied with an online form . This is the second time I've filled this form out , once on paper and now on line . Still nothing . Can't get any response because I can't message anyone this week.

• Reply from Attleborough Surgeries

  We are sorry to learn that you are having issues accessing your test results via on-line patient services. If you are able to fill in an on-line form on our website www.attleboroughsurgeries.com explaining the issues that you are experiencing, providing your full patient details, we will be able to investigate this matter for you and hopefully help resolve the matter.

• Unbelievable

  1

  Submitted by Anonymous 17th March 2022

  Messaged on a Friday morning explaining I was in agony with back pain and unable to stand or walk . Was advised a clinician would call me on Monday as there was a high demand for services and if I felt I needed to be seen over the weekend to go to the ‘ walk ‘ - in centre - should I fly there perhaps ?!

• Reply from Attleborough Surgeries

  We are sorry to learn of the issues you had on Friday when trying to access support for your pain. If you would like to contact the Practice directly with your complaint we would be happy to investigate this matter further.

• Unable to contact surgery

  2

  Submitted by Diane Smith 14th March 2022

  I was quite alarmed by the notice on the Attleborough Surgery website explaining that it was essentially closed to calls and online requests for advice until next week. Can this really be true? There is no way of accessing a GP for a whole week? This feels very unsettling and of great concern for anyone with serious health problems.

• Reply from Attleborough Surgeries

  We are sorry that you interpreted our automated response last week as essentially implying we were closed for the week. Attleborough Surgeries works extremely hard to keep our on-line forms open every day that our Practice is open. Many other Practices switch their on-line access off almost daily when they are full. We do however need to take a realistic approach to safe patient care and when we become saturated with demand from our patients above what we can manage , we take a responsible approach of informing our patients of what other services are available for routine issues and requesting that enquiries for non-urgent health matters are delayed, ensuring that we maintain capacity for those with urgent issues that need to be seen quickly. On these rare occasions that we have found it necessary for safety reasons to remove access to a small number of our forms, we direct patients with urgent health issues to contact our reception team by phone in order that we can assess and support them with appropriate care arrangements. I hope you are reassured that we are never closed to people with serious health problems that require an urgent response within our opening hours.

• Not good

  1

  Submitted by Elizabeth Morter 18th February 2022

  On Wednesday I spoke to a nurse practitioner who changed my prescription. I said ours were delivered on Thursday and she said ok. It wasn’t delivered yesterday so today I went to collect it. Nothing there. The prescription is with a doctor who will sign it tonight! It’s not good enough! It should be signed the same day. I spoke to a doctor in December. I mentioned having surgery in July. When I said I’d had deep brain stimulation she said that it wasn’t surgery! 1 I’m not a liar 2 she obviously hadn’t read my notes This still makes me angry. I was in theatre for over 5 hours, awake when my brain was drilled into, had 4 scars and 48 stitches and an implant in my chest. That was definitely surgery.

• Reply from Attleborough Surgeries

  Thank you for your feedback. We are assuming that you are a delivery patient of the Practice from your comments and I thought it may be helpful to confirm to you our delivery arrangements. These are prepared and carefully checked by qualified dispensers and due to the volume of patients in receipt of this service, preparation for delivery usually commences several days before the due date. Where it is possible to intercept an already prepared delivery bag with extras or changes in medication we will always try and achieve this, but this is not always possible and with less than 24 hours notice this would not have been possible, especially with an item that was not part of your usual repeat medication, but a new prescription that required review and authorisation by a GP. I am unsure of the medication that was required, but we usually inform patients that at least 2 working days are required in order for GP review and issue. I am sorry that this was not clearly explained to you. Unfortunately I am unable to comment on the discussion that took place regarding your deep brain stimulation procedure, but hope that you are now recovered from such an invasive event.

• Prefer online to phoning

  5

  Submitted by Collected at Healthwatch Norfolk event 17th February 2022

  Okay, had not problems. I go online, it's really good. I prefer it to phoning. I can take my time to put it all down online and make sure I've given them all the information. I want to balance not taking up too much of their time. You get a response really quickly online. I send a form in on Friday, on Monday I got a response and I was in for an appointment on Tuesday. They've been quite quick, there's never much of a delay.

• Reply from Attleborough Surgeries

  Thank you for your very positive feedback regarding our on-line system. This system enables us to help many more patients much quicker, while also ensuring that patients can still see a member of our clinical team when appropriate. Thank you for your great review,

• Don't understand form

  3

  Submitted by Collected at Healthwatch Norfolk event 17th February 2022

  I think they need more appointments. People don't understand the online form and they just say 'do it online'. I have a learning disability and the form is difficult. They can be rude and I think they should talk normally. Respect people. I can get an appointment but then they don't call you in on time. Often get called in late.

• Reply from Attleborough Surgeries

  In order to meet the increase in demand and respond to many patients more quickly, we use an on-line system for patients to contact us, but I would like to reassure you that all of the details submitted are looked at by an appropriately qualified person who will decide whether your health concern can be managed via a phone call, face to face appointment, or maybe just some advice that we are able to send to you. We are still seeing lots of patients face to face every day across our GPs, nurses and healthcare assistants. I am sorry that you find our forms difficult and would welcome you getting in touch directly in order that we can review what help we can put in place for you for when you need to contact us again in the future.

• Absolutely appalling service

  1

  Submitted by Anonymous 16th February 2022

  I moved from London 8mths ago, so in the midst of Covid pandemic and could always speak to a doctor or get an appointment to be seen in my extremely busy London Surgery. Since moving to this surgery, the service has been appalling. Rude, unhelpful receptionists that moan about overload (sort it then); inability to ever see a doctor or even speak to one - requests for a call are ignored or passed to a nurse; provided with a 'telephone call' in a month's time! Forced to go through the digital portal when they state a response will be given in 6hrs! If you ever call, huge recorded message around Covid (come on, move with the times!) and then you are left hanging for ages or cut off! Requests for repeat prescriptions rejected with no reasons provided. This is an appalling surgery and I speak as an operational NHS manager of 35yrs experience.

• Reply from Attleborough Surgeries

  Thank you for providing feedback regarding your experience with our Practice. I am sorry to read of the concerns that you have raised and we would be happy to discuss your areas of complaint directly if you would like to get in touch. You can do this by visiting our website www.attleboroughsurgeries.com and providing your details on one of our general enquiry forms, marked for the attention of the Practice Manager.

• Happy with the doctors but it varies

  3

  Submitted by Collected at Healthwatch Norfolk event 16th February 2022

  Really happy with the doctors. My friend has found them racist because my friend doesn't speak good English and they are rude to them about it. She didn't trust what was being said and took her child back for treatment and they were really ill. But I haven't found this myself. They've been quite good when I go to them with worries about the children. However there have been times when I've gone to the doctors and they've said 'she's fine' and then I've had to go to the hospital and she wasn't. But there's also been times when I've gone and they've said 'she's fine' and they were right and she just needed time to get better.

• Reply from Attleborough Surgeries

  Thank you for leaving this review and your feedback. I\'m pleased to read that overall you have found our staff and services responsive to your needs. I am sorry to read that your friend has had difficulty in accessing our services due to a language issue. We would take all complaints of racism very seriously and we would welcome the opportunity to investigate this further if your friend would like to make contact with the Practice. We do work to the national guidelines for accessible information for our patients and I would encourage your friend to directly, or with support, ensure that she has clearly informed us of her needs as we have many resources available to us to ensure that she can access our services.