Including Station Road and Queens Square branches.
Feedback
254 responses from the local community
Stroppy and rude receptionist!
3
Submitted by Anonymous30th July 2021
Had several bad experiences with a very rude , unhelpful and uncaring receptionist . Not what you need when dealing with multiple chronic health conditions !! Shame because there are several lovely ones there and some excellent Nurse Practitioners and Doctors ! As a first line of contact for people already dealing with illness a kinder / less rude attitude would be helpful !!
Reply from Attleborough Surgeries
Thank you for your feedback. We very much appreciate the positive comments that you have made about the many lovely members of our staff that you have spoken with and met as part of your contact with the Practice. I am however sorry to learn that not all of your experiences have been positive.
Our reception team are working under relentless pressure in an increasingly challenging and demanding environment and while there is no excuse for rudeness, sadly an increasing number of our patients are quite abusive to our team which can sometimes influence their behaviour back to patients. I am sorry that this has been something that you have experienced on occasion. We are always happy to reflect and learn from patient experiences and this reply is not intended to dismiss your comments, which will be discussed with the team.
Thank you once again for taking the time to feedback to the Surgery.
Can't book appointment online.!
2
Submitted by Anonymous21st June 2021
Tyred to book appointment on Monday 21st June at 11:46am online, was able to do so! This has been going on for the last two weeks! When phoning/visited the surgery, the receptionists are very blunt, not helpful and don't believe you.
Rang on Tuesday as needed to speak to a doctor regarding stopping a medication as it is having an, adverse affect on another condition. A letter from the N & N has already been sent to this end and received. Apparently the doctor did need to speak to me and would do so Wednesday. Having waited most of the day, I rang the surgery at 14.00 to check, yes I was on the pm list.
Text later that afternoon to say doctor will call 17.30 Monday,. How can this be acceptable when I urgently need to change my medication. I made another call, I was advised that my initial request had not been put through properly and the doctor would speak to me Thursday pm. Not exactly good patient care and guess what, I get another call to say, it will still be Monday. Too many excuses seem to be the norm. All of this is having an adverse affect on my general well-being.
The system whereby an e mail with a request could be sent, seems no longer to exist? It was veery convenient to have this system, as one could express exactly what was needed and it seemed to work very efficiently. However...why has it gone?
Reply from Attleborough Surgeries
I believe that the system that you are referring to is being able to contact the Practice via our on-line forms by visiting our website at attleboroughsurgeries.com . This facility still very much exists and is available from 06.00 - 19.00 Monday to Friday (excluding bank holidays). We hope that these extended hours of opening beyond when our reception team are available provide good access and opportunity for our patients to still contact our Practice with your health concerns and queries.
Not so good these days.
2
Submitted by Anonymous10th June 2021
Since Covid and I do understand they face problems due to the restrictions but it is nigh on impossible to contact the surgery out of hours. You cannot leave a simple message or ask for repeat prescriptions as they just say they are closed, what good is that!
Reply from Attleborough Surgeries
I am sorry to learn that you have had difficulty contacting the Practice. The reception team continue to be available to answer telephone calls Monday - Friday (excluding bank holidays) between the hours of 08.30 - 18.00 and our on-line system extends access to 19.00 and re-opens at 06.00 on the same days, in order to provide good access to patients who may be working. Our on-line forms can also be used in hours and allow for anything from requesting repeat medication, requesting help for an acute or long term health problem, or simply making general enquiries about our services. I hope this information has been helpful in knowing the different routes that are available to you in order to be able to contact us in the future.
series of events
3
Submitted by Anonymous23rd May 2021
Trying to get a face to face and correct diagnosis. Wifes doctor diagnose chest infection over phone, during a web cam teaching interview doctor supervising this called ambulance. Turned out to be pnumonia and heart condition. series of other events, led to a water infection diagnosis, general health dererioration and several passing out events with other effects ambulance called. Taken to NNH fitted wi with pacemaker witin 24 hrs, because of general state of bad health will be there a few days. Hopefully the events led to correct diagnosis, I do feel this could have been dealt with earlier instead of time wasting trying to contact some person on a computer, no mobile signal completely dependent on landline. Some one who is ill and a computer non user and deaf has got no chance!
Reply from Attleborough Surgeries
I am sorry to learn of the events detailed relating to your wife\'s ill health. If you would like to contact the Practice directly with your details and that of your wife the Practice can investigate this further and respond to you directly.
The Practice has used an on-line system of access through our website for 20 months and this system has enabled us to provide much quicker access to a significantly higher number of patients over this period, with the quality of the treatment and outcome for our patients remaining exceptionally high. We have kept our phone lines open for patients who are unable to access the internet directly, but whichever system of access is being used, being able to make contact by phone remains a vital matter for the Practice and our patients and I am sorry that signal in your area had impacted this.
Excellent service everytime
5
Submitted by Anonymous6th May 2021
I have had a few ongoing problems over the last year. Everytime I have got intouch with the surgery from the receptionist the practice nurse to the doctor have all been very helpful and have given me the time I need to explain letters from the hospital etc. Excellent all the way they should be proud of how they are coping and adapting to the new way of care. Thank you
Reply from Attleborough Surgeries
Thank you for your lovely review of our service and I am delighted to learn of the excellent service that you have received from our Practice Team. I will ensure that your feedback is shared across the Practice which will be a real boost to our hard working staff.
The "New" system
5
Submitted by Sandra Willis6th May 2021
It has worked very well for me and my family and I can see how beneficial it is to the practice and service users. It works well if you don't have a computer and I am thankful that we have such a hard working and committed practice team. Brilliant !
They short changed me on some of my medication 2 months running causing me to run out completely which left me in severe pain. I left a message asking for some to be sent to me. I didn't get it nor did I get a call back so I had to wait in discomfort until the next scheduled monthly delivery, when I then received 3 months worth of the missing tablets all with various issue dates printed on them.
The dispensary service is appalling. Never a month goes by without a mistake with my repeat medication, usually missing items causing me to run out of vital medicine. Can't ring and speak to someone, have to leave a message so that they can call you back, but quite often they don't.