Wow....where to start... been undiagnosed early menopause for 2 years now. Bloods clearly stated low levels but doctor turned a blind eye. It's taken me going private to get a diagnosis. For two years I thought I was going mad. The consultant (private) confirmed my very low levels this year, but said they were very low previously too, which a male doctor didn't pick up on. It's been an awful ride and I feel totally cheated out of some of my life.
Can't get my repeat prescription ordered via lloyd directs as Dr's at attleborough surgery are not authorising
Reply from Attleborough Surgeries
We would like to reassure our patients that we have not stopped authorising any repeat medication from Llloyds direct or any other pharmacy.
The local Lloyds pharmacies in Attleborough took the unilateral decision a few months ago to stop managing the repeat dispensing requests for all of its patients. We would request that you contact them to ask for their confirmation of the options available to you to ensure alternative continued ordering arrangements can be put in place.
Lack of communication
2
Submitted by Jacqui birch 26th September 2022
Took the doctor 3 months to get my mums tablet correct on her prescription . That was only after me going in numerous times to complain and explain every time that the dose had been increased and it needed to be updated on her prescription. And no she couldn’t take 2 x 5mg as they would run out and she had dementia and wouldn’t understand to take 2.
Reply from Attleborough Surgeries
Thank you for your feedback. We are sorry to learn of the frustrations you have had with your mothers medication. Unfortunately we are unable to provide specific responses via Healthwatch to patient issues where the patient details are not known.
One of the significant issues faced across the NHS currently is a growing list of medications that are out of stock. This can take the form of the medication itself being unavailable or an inability to obtain medication is a specific dose. This is affecting all dispensing services both within Practices and Community Pharmacies which may also have impacted on the dose levels issued.
Can get an appointment
1
Submitted by Sarah Cooper 26th September 2022
Called last week to book an appointment for bad menopause symptoms. Was told to call back next week as they are having a new system put in. Good job it was nothing urgent. Called the following week to be told can't book an appointment as no staff. Its a joke.
Reply from Attleborough Surgeries
Thank you for your feedback. Most Practice work to a 3-4 week wait for a non-urgent appointment and we are pleased to be able to confirm that our wait times for non-urgent matters are usually much shorter than this. We are sorry to learn that we have not met your expectations, but would like to reassure you that out Same Day Service is ably supported by a GP, Advanced Care Practitioners and Nurse Practitioners and therefore patients with urgent health issues can be reviewed and responded to on the day.
We continue to be hampered by the increasing rates of covid infection in the community, which is equally affecting our staff. While we employ a large team, we have had an average of 3-4 members of staff off each week with covid infection. The health rules for patient safety mean that staff are not allowed back to work for up to 10 days, which does unfortunately at times affect our capacity and available appointments.
Its your own fault you need medical help
1
Submitted by Anonymous26th September 2022
Needed to order a regular repeat item last month. After logging into my patient access they had removed all of my medication. They then randomly sent me a load of medication I didn't order. Tried to contact the surgery to order my regular medication again this month to have no patient access at all, be on hold for at least 2 hours and giving up. Finally was able to leave a message which was then followed up by the rudest phamacy assistant I have had the misfortune of speaking to. I was told it was my fault that I had no medication as I should have ordered it. They don't care and they don't want to care.
Reply from Attleborough Surgeries
We have been working through an upgrade to our computer systems over the past 2 weeks. This has unfortunately resulted in some delays in us being able to meet our usual standards.
We worked hard as a Practice to communicate this change to our patients including the temporary unavailability to on-line patient access and the alternative option of downloading and using the NHS app. Our communication also requested that patients pre-plan early requests for repeat medication in order that they could ensure that their medication supply was not interrupted. As a result of the temporary suspension of our clinical system while this change occurred, our phone lines have been exceptionally busy and we apologise for the delay this has caused to call queue times.
The new system has been a big change for our staff who have worked very hard to familiarise themselves with these new arrangements and continue to meet patient demand. I am sorry to learn that you did not have a good experience when speaking with a member of our team. Unfortunately our staff had suffered significant abuse from patients through a very challenging period and at times this may have impacted on the usual high standards of customer service that we try to provide.
Our new system is live, but our staff are continuing to work through familiarising themselves with this and processing a significant backlog of work that is unfortunately unavoidable as part of this project
What is the point
1
Submitted by Anonymous26th September 2022
Ordered my prescription for insulin, 9 days ago via pharmacy2u, only approved today, I am on my last pen and they could not even print me out a green slip to go elsewhere because of the computer system being updated. Went once and baring in mind I am doabetic they threw away a urine sample where I had ++ sugar in my urine, sent in a complaint and three years later have still not received a response. Wouldnt recommend the surgery to anyone. Thank God that I am under the hospotal with my diabetes as would not trust attleborough surgeries.
Reply from Attleborough Surgeries
Thank you for your feedback. We have worked very hard over the past several weeks to communicate with our patients the change over in clinical information system and the request for patients to pre-plan and order early any usual repeat medication requests. We have continued to process urgent requests throughout our system change over and unfortunately I am unable to review your circumstances without patient details.
We did unfortunately experience significant issues with our dispensary services once live with our new system, which resulted in a delay in being able to process work. These issues were hardware related and could not have been foreseen or planned for prior to this change. Our dispensary team have worked tirelessly, including working additional hours over the past 2 weekends in order to try and resolve this backlog and ensure that the quality and timeliness of our dispensing services is re-established.
We are sorry to learn of the frustration and impact that you report having experienced.
Where do I start?!
1
Submitted by Anonymous26th September 2022
Can NEVER see anyone, forgot to put my referral in to the hospital for 6 months, Receptionist think that are doctors, can’t book appointments online, long queues and on and on I could go… Why Attleborough has only 1 surgery god only knows.
Reply from Attleborough Surgeries
Thank you for your feedback. We are sorry to read that there appears to have been a problem with a delayed referral to the hospital for your care and treatment. Unfortunately we are unable to investigate this without patient details. Please be aware that there are significant wait times for many hospital treatments and delays are often beyond what people are expecting. We would always be happy to follow any such concern up if you had wished to get in touch with us sooner and we do have processes in place to try and ensure that any referrals agreed with patients are made in a timely way.
We continue to offer significant numbers of face to face appointments each week, but these are booked after senior clinical triage of the health problem being reviewed.
Our receptionists are very experienced and work hard to support our clinical teams to obtain information which makes timely review of care possible. They work to protocols that enables this to happen, but always within their scope of expertise and they understand that they are not doctors, but will often help to signpost patients to other services that may be appropriate for the health concern raised.
Online form always closed
1
Submitted by Anonymous26th September 2022
Impossible to get an appointment , online form you have to fill in for an appointment is always closed due to staff shortages / staff sickness.
I took a urine sample into station road a while back for my daughter before I went to work as I knew the dr would request one and they said they can’t take it unless it’s requested.
I explained that I knew the dr would request one and I was unable to take it in later in the day so I was dropping it in.
They refused to take it.
Later the dr requested one and I explained that I had tried to take one in the morning but they refused to accept it and he couldn’t understand why.