Including Station Road and Queens Square branches.
Feedback
252 responses from the local community
Can’t order medication
1
Submitted by christine reall6th October 2022
The NHS Access app is no longer working. Normally I have meds delivered, which has been an excellent service. Can’t get through on phone.
Reply from Attleborough Surgeries
We are sorry to learn that so many of our patients have been experiencing problems with the NHS App and the specific issue this is causing in the ordering of repeat medications.
Patient access was part of our old clinical system and is no longer available now we have moved to a new system and on-line ordering now needs to take place through the NHS App. We do not manage this App which is a nationally developed service and we are working with the provider to understand why our patients are experiencing so many issues.
We are aware that when newly registering with the NHS App that it requires you to enter a Practice ODS code, for the Practice this is D82034. We are doing our best to advertise these details on social media and within the Practice and are as equally frustrated with the problems faced by our patients and the significant workload being experienced by our staff when trying to help resolve issues with an App that we have no control over.
We continue to work to resolve these issues as soon as we can.
How do you get an appointment?
1
Submitted by Sandy Rodwell5th October 2022
What has happened to this surgery? I cannot find a way to get an appointment. The website sends you round and around in circles. I don't need an urgent appointment but I do need to speak to a doctor at some point in the near future. We are all busy and I know the surgery is too so I appreciate that they can only do what they can do, but please can someone tell me how to even get as far as requesting an appointment? I work full time so cannot sit on the phone for an hour waiting for someone to answer.
Reply from Attleborough Surgeries
Thank you for your feedback and we are sorry to read of the issues you have faced when trying to contact the Practice to request an appointment.
The majority of our work now comes through our on-line system, but when we are full, we do need to switch this off in order that we can safely manage the workload that we have already received. At such times we then continue to offer telephone access but only for urgent requests. Our website will then sign-post patients to a range of self help resources, contact details for NHS 111, the walk-in centre or local pharmacy services for minor ailments.
Our forms open each morning at 6.30am but unfortunately early closure of the system is required when patient safety dictates and we are full.
Unable to speak to someone that knows what’s
1
Submitted by Anonymous5th October 2022
Have been waiting for medication to be added to the repeat prescription list to no avail but now not possible to actually see the list. Unable to get through to reception to book an appointment, unless you wait for over 40 minutes
Reply from Attleborough Surgeries
Thank you for your feedback. In the past 2 weeks we have moved over to a new clinical system. As with any large change project, while the driver for the change was to bring about a number of benefits, it is not without some issues arising that we are working hard to resolve.
Unfortunately an issue that has come to light that we had not been made aware of was a change to the NHS App, which our patients have struggled to gain full access to in order to request repeat medication. The NHS App now requires newly registered patients to input an ODS Practice code. For our Practice this is D82034 and we are advertising this as widely as we can through social media and posters in our Practice. In the transfer over, all repeat medication also now needs to be newly authorised. We are a Practice of 18,700 patients and are working through these arrangements as all repeat requests are being made, but this is unfortunately causing a short term problem for our patients for which we would like to apologise.
Ignoring mental health concerns
1
Submitted by Anonymous4th October 2022
I contacted the drs about my mental health detailing how I needed help as I was not in a good place. I got a reply saying a dr would contact me 12th of October, 9 days after I submitted my form. I think this is disgusting to ignore mental health in this way.
Reply from Attleborough Surgeries
Thank you for your feedback. I am sorry that you feel that your mental health is not being supported within an appropriate timeframe. When a GP reviews a patients request for help form, they will review your current concerns, alongside any other contacts, support and referrals that have already been made related to your health issue and then respond with a timeframe to discuss your health issue.
Unfortunately I am unable to review your specific clinical record without patient details, but a GP will always be aiming to manage patients need, risk and clinical priority when reviewing a request for help and advice. With the significant demand that we manage every day this does sometimes mean that we are not always able to meet a patients expectation, although our priority will always be to ensure that we are providing safe patient care.
Doctors is a joke
2
Submitted by Anonymous29th September 2022
Can’t get an appointment without interrogation, submit a photo as proof, you’re poss ok if you submit a form before 7.15am, if not forget it. Extremely poor admin.
My mother left hospital with a head injury. She was told to have it checked after 4 days. The website wasn’t working. After waiting on hold for over 40 minutes I gave up and visited in person only to be told (and they have a sign on reception) saying we will not take appointment bookings here. It’s very very poor service.
I have been attending the surgery daily for a few weeks for treatment and have witnessed the staff on the front line dealing with some very impolite and impatient members of the public, as they have been trying to deal with the implementation of a completely new IT system. The behaviour and frustration of some members of the public is not only misdirected, but on some occasions, plain rude. The patience and professionalism of all the staff is one that should be highly commended and I hope recognised by thier managers. Thank you to them from me.
It seems that it’s easier to give a rubbish diagnosis down the phone than to actually see anyone and when you finally fill the form in you have to wait over a week to be seen after stated you’ve been ill for a while and need to be seen ,it’s a joke how many people are left without appointments and the receptionist is rude .
Due to them changing systems online forms shut for over 2 weeks. Into 3 week and still can't access online prescriptions and after going into surgery cant access forms for appointments as system change has caused probs with app. Also it appears the one and only IT man to complete change hasnt completed it. Over an hour wait on phones to call up. And hospital letter for refer and meds has not even been looked at during this change over period.