Attleborough Surgeries

Feedback

• Absolutely ridiculous waiting times

  1

  Submitted by mrs Svetlana HANNAH 17th January 2023

  Was specifically requested not to contact in advance. Contacted with 3 days to spare, the appointment offered was for 10 days late. On the day of telephone appointment, phone rang, shouting hello hello, couldn't hear the nurse. She than hangs up. Contacted the surgery, the next available appointment is now in another 16 days! The whole thing will now take me over a month from when the original HRT review was supposed to have taken place, and I will have no medication at all! This is an atrocious behaviour and attitude. There's no one to complain to, and there isn't a telephone contact apart from the one you wait in the queue for 45 mins in.

• Reply from Attleborough Surgeries

  Thank you for your recent review and for highlighting the issues you have had in making a timely appointment for HRT review. We are sorry for the wait you have experienced. Our clinicians that provide HRT reviews have undertaken a higher level of specialist training in order to appropriately support our patients and unfortunately this can sometime result in pressure on our capacity. We are actively working to improve our service provision by developing another member of our clinical team in this specific area of womens health and we hope that this will positively impact on the care we are able to provide in the future. We are also working with our website provider in order to make it easier for patients who wish to provide us with feedback - good and bad, to contact us directly. Thank you for your feedback which is appreciated.

• Poor and inefficient

  1

  Submitted by Anonymous 12th January 2023

  Collection of medication : after a 30 minutes queue and a 15 minute drive I was told that my medication were not there as I had not collected them the previous month; I had . However was repeatedly told I had not - that what appeared on the screen. I am returning to collect these with a bank statement to prove that I did actually collect these (I pay for my med) An apology rather than being repeatedly told I was wrong would have been the least that could have been done. This had nothing to do with staff shortages but everything to do with poor service and manners I fail to see any vacancies on their website for a job in their dispensary

• Reply from Attleborough Surgeries

  Thank you for your feedback and we are sorry to read of the frustration you had when attending the Practice to collect your medication. I am sorry to learn that your experience with our dispensary staff was not more helpful regarding your collection and we would like to offer our apologies for this interaction. Regarding your queue time in the Practice. Unfortunately, due to the significant issues being experienced with our local chemists there is an extremely high frequency of duplicate work that we are having to undertake, which is leading to lengthy queues and a lot of pressure within our service. Our team are doing their utmost to respond and help patients resolve their issues and we ask for everyones patience and kindness to our staff who are doing their very best in these challenging circumstances.

• Staff are amazing

  5

  Submitted by Anonymous 6th January 2023

  wonderful surgery, wonderful staff. Leah have a brilliant blood test so gentle,reception are amazingly helpful and nurses and GPS always give you their very best. Thank you for being such a wonderful empathetic efficient surgery in these times .

• Reply from Attleborough Surgeries

  Thank you for your glowing praise for our amazing staff. We are so glad to read of your positive experience and we will be passing on your warm compliments to our team.

• Reception staff

  5

  Submitted by Anonymous 20th December 2022

  Just wanted to put on record the wonderful service received from Sam on reception at Attleborough Surgeries. I’ve had reason to call the surgery recently on three separate occasions and spoke to Sam each time. Each call has been dealt with in a friendly, empathetic, helpful, professional and efficient manner. Thank you Sam.

  
  
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• To get to gp is nightmare

  1

  Submitted by Anonymous 19th December 2022

  Have on going health condition, first was perscribed medicaments without even see the doctor, aftrer two weeks treatment which did not helped, booked apointment but they only gave nurse check, which apered didn’t knew whats egsactly wrong. Another two weeks to see GP, he was briliant he done referal, but unfortunately just general, so apeared i will see doctor at hospital only in 49 weeks, but because of my mental and phisical condition, i lost sleep and felt in depresion, woried to lose my job, hospital told GP should change regeral from general to urgent. Or something like that, called again unfortunately another two weeks wait, after that i got call, from wery ignorant and grumpy doctor, my family GP is on holidays up till 28 Dec. Explained all to her, she basicly just shouted at me and told can’t help and can’t speek any longer. I lost will to and happines, she only told we will extend sick note how long it needed. But basicly i don’t whant sick note i whant to be sorted! Which company will pay me for not doing my duties! And i can’t aford to loose money, have morgadge to pay and all the rest.

  
  
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• Rude Doctor

  2

  Submitted by Mrs Sarah J Smith 7th December 2022

  Messaged surgery to confirm and gain more clarification on something and same doctor rang me and was really rude, more or less saying how dare I ask more questions! Will never speak to her again. - What a Shame Dr Domek left, he was a person with time, empathy, care and a heart!

• Reply from Attleborough Surgeries

  Thank you for your feedback. We are sorry to read of the experience you had when contacting the Surgery to request a telephone appointment with a GP. The Practice is very proud of our excellent and hard working team and we are sorry to learn that you did not receive the help you were hoping for on this occasion. We are always happy to discuss patient feedback - good as well as bad, that patients want to share with us, so please do get in touch with the Practice directly if you would like to provide further details regarding this event.

• Inadequate

  1

  Submitted by Anonymous 7th December 2022

  Website is rubbish, not intuitive and you end up going round and round in circles. Totally insufficient capacity for a town of Attleborough size. Staff are very good on the whole but management of the surgery is very poor

• Reply from Attleborough Surgeries

  Thank you for your feedback and we are grateful to receive your positive comments regarding the quality of the care that you have received from our staff. Unfortunately we have very little control over the design of our website, which is a platform that has been commissioned by our local NHS digital team to support the roll out of on-line access for primary care organisations. We do work with the system suppliers to provide feedback to try and influence the design and navigation arrangements of the website and generally find that our patients are very successful in finding the correct forms and information in order to contact us; we are sorry to learn that this is not your experience. We care greatly about serving our patients well and we continually review our clinical resources and have increased our staff number across most clinical and non-clinical staff groups over the past 2 years, including additional Advanced Care Practitioners, locum GPs, Practice Nurses and Dispensers. We continue to work with our local commissioners regarding developing additional space in order to be able to serve our patients. This remains one of our top priorities.

• Website access

  2

  Submitted by Anonymous 1st December 2022

  The website is a nightmare, you just go round in circles without finding what is needed. I was asked by a doctor to take my blood pressure for a week then send to surgery and arrange an appointment following a medication review. Impossible to do via the web site! Its antiquated, the section I thought most relavent was not accessible bcause it was 'full'. How can a digital system be full. The whole attitude of the surgery seems to be that of serving itself not the patients. For example what is the logic of having a repeat prescriptions box on the inside of the Station Road surgery when it is closed from 12 until 2:00pm and all weekend. At least the surgery in Marlborough where I previously lived had the common sense to put it on an exterior wall - and that surgery was by no mean a model of patient care! It just smacks of lack of though concerning patients and I am not at all happy with service provided.

• Reply from Attleborough Surgeries

  Thank you for your feedback. Unfortunately we have very little control over the design of our website, which is a platform that has been commissioned by our local NHS digital team to support the roll out of on-line access for primary care organisations. We do work with the system suppliers to provide feedback to try and influence the design and navigation arrangements of the website and generally find that our patients are very successful in finding the correct forms and information in order to contact us; we are sorry to learn that this is not your experience. The on-line system is available each morning, until our capacity is full, at which time for safety reasons we switch off our on-line access and request that patients contact us by telephone. It is important that we have the clinical capacity to assess the on-line forms received each day so that patient safety can be managed and health issues appropriately prioritised. The majority of Practices use the same system and very few Practices are able to keep on-line access open all day due to high levels of demand. We care greatly about serving our patients well, but this also has to be managed within the clinical resources that we have available. We also care greatly about the welfare of our staff in ensuring that they have a workload that is reasonable and allows them to operate safe care. We continually review our clinical resources and have increased our staff number across most clinical and non-clinical staff groups over the past 2 years, including additional Advanced Care Practitioners, locum GPs, Practice Nurses and Dispensers. We would like to confirm that patients are able to post scripts through our letterboxes when the Practice is closed, although the 12-2 closure is only on a Wednesday during the working week, plus weekends.

• Absolutely rubbish

  1

  Submitted by Anonymous 26th November 2022

  Never come back to you loose your week long record so have to do it again has taken so far over two months then says I need to speak with a doctor organise a call back the soonest one two weeks oncyhe day lay at night sorry didn’t get to ring you will ring tomorrow and never did and as of then it’s now seriously affecting my health and could end up being very serious

• Reply from Attleborough Surgeries

  Thank you for your feedback; we are sorry to read of the frustrations and concern you have detailed regarding speaking with relevant clinicians to manage your health issues. Due to the nature of the concerns that you have raised we are unfortunately not able to respond further without having specific patient identifiable details to investigate. If you would like to contact the Practice in order that we can review your concerns further, please do so by emailing r.reception@nhs.net

• Another day of not getting hold of anyone

  1

  Submitted by Anonymous 22nd November 2022

  This surgery is not fit for purpose, Attleborough is let down by its lack of capacity, my life is being made a misery by sending messages which I cannot reply too, or speak to anyone for help

• Reply from Attleborough Surgeries

  Thank you for your feedback. Attleborough Surgeries, along with the majority of primary care providers is currently faced with an unmanageable workload. Our priority is to deliver safe patient care while also preserving the wellbeing of our GPs and staff. We continue to work hard to recruit a robust and wide breadth of clinical staff and are doing this in the context of 1,425 less whole time equivalent GPs nationally now compared to 2015 and therefore are competing with many other Practices in relation to GP recruitment. We feel extremely lucky to employ the experienced, committed and caring team that we have and are sorry that at times we are unable to respond in a way that always meets patient expectation. Our on-line forms are open every morning and our phone lines remain open 08.30 - 18.00 each day, although at times we may also direct patient to alternative support via pharmacists in local chemists, 111 or the walk in centre.