Attleborough Surgery has always been there when needed. The staff are extremely professional and I think we are really lucky to have the level of care that the surgery provides.
Reply from Attleborough Surgeries
Thank you for your lovely feedback which is very much appreciated by the Practice and our staff.
If I could give 0 I would.
1
Submitted by Anonymous26th September 2022
When i was pregnant and wanted an appointment. I got told could only get an appointment for contraception. It was a bit obvious that I was pregnant. My reply in the doctors reception in front of patients was : "DO I LOOK LIKE I NEED CONTRACEPTION." Bad practice. Glad I have moved doctors as u can legally go anywhere in the UK.
Reply from Attleborough Surgeries
Thank you for your feedback. We are sorry that you experienced an issue when trying to book an appointment with us. The exchange that you have detailed would appear unusual, but unfortunately we are unable to provide any further feedback on the concerns that you have raised.
Awful service
1
Submitted by Anonymous26th September 2022
No appointments, no face to face appointments. When I got an appointment it wasn't face to face and the doctor didn't even know what medication I was on. He said he would send a link via text. It never came do ended up with no medication for nearly 10 days. I have moved and changed doctors. Face to face first appointment absolutely brilliant
Attleborough surgeries take not it can be done.
Reply from Attleborough Surgeries
Thank you for your feedback. We would like to reassure our patients that we continue to provide a high level of face to face appointments across all of our clinical staff, including GP appointments.
The Practice does offer an on-line arrangement where individual health matters are reviewed and a decision made by an experienced practitioner regarding the most appropriate way for us to offer help and advice regarding a health concern. In this way we are able to manage much higher levels of demand, providing access to more people and a shorter waiting time. We are sorry that you experienced a delay in receiving your medication.
Atrocious medical care
1
Submitted by Gareth Stevens 26th September 2022
I went to the surgery with terrible pain in my right temple, jaw and face back in 2019. I was told by the Dr that my problem was dental and that I should see a dentist. I saw the dentist and was given some treatment, the problem was still there so I returned to the surgery on a number of occasions and was given various painkillers, antibiotics and other medication such as Anti-Depressants, Anti-Siezure and Beta Blockers but these simply masked the problem for a short time and then when I spoke to the Dr's again and told them about a family member being diagnosed with a brain tumour in May 2020, the Dr assured me that my symptoms were not conducive with a brain tumour and just gave more medication. After referrals to the Mental Health Services and Max-Fax teams I was told I had Trigeminal Neuralgia, this was in April 2021 after suffering for almost 18 months but still no referral for a scan. Then after my family member sadly passed away in August 2021 I spoke to a Locum who made a referral for a CT Scan. I had the scan in November 2021 and was immediately admitted to NNUH Acute Strokes ward as they found a 6cmX5cm mass in my head which turned out to be a Chordoid Meningioma BRAIN TUMOUR and required Emergency surgery to remove it just a week after they discovered it.
Not exactly 4 star service in my book!
Reply from Attleborough Surgeries
Thank you for your feedback. Unfortunately it is not possible to provide detailed feedback on such personal and detailed health matter via the Healthwatch website. However, if you would like to contact the Practice directly we would be happy to discuss the concerns and issues you have raised.
New Computer System - Complete Farce
1
Submitted by Anonymous23rd September 2022
Having changed something in their system Nothing Works, Waited 40 minutes on the phone because their website is NOT working - not possible to leave a message, not possible to order a repeat prescription. They tell you that they are not using 'Patiant Access', bit that is where the Dispensary they tell you that are not dealing with repeat Prescriptions.
Reply from Attleborough Surgeries
Thank you for your feedback and we are sorry to learn of your recent frustrations with our service. We have just moved over to a new clinical system, which will provide longer term benefits to our patients and staff, as we will have much better communication links and easier access to care episodes that have taken place in other health settings, including community services.
Unfortunately this change has meant that some aspects of our old system are no longer available, but the NHS app provides a full replacement to the patients access arrangements that were previously in place. During our change over period our staff have worked very hard to ensure that we have kept access to our services open, but we have asked for the co-operation of our patients as we have been managing this significant change. Our communication included asking patients to pre-plan for their repeat medication and we are sorry that you were not aware of this and for the problems this has temporarily caused you.
Can’t get meds
1
Submitted by Glen 22nd September 2022
I ran out of my meds four days ago because of computer issues or something, I went to the dispensary 2 days ago and was told I could pick meds yesterday , I went back today to be told they have a prescription for my heart but not the other that I need and that I can take the prescription to the chemist tomorrow, so a week later if I drop down or pick a fight on there head be it I still have no meds
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 so that patients were able to pre-plan early requests for repeat medication. We are sorry to learn of the delays you have had.
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.
We would like to offer our apologies to you.
What’s going on
1
Submitted by Anonymous14th September 2022
Website report forms (the only means of communicating with the doctors) have been withdrawn).So far there has been two explanations ie system overwhelmed and staff illness. Now it is withdrawn with no explanation.
What is happening and more important to me how do I report new symptoms of my illness?
I have a doctor, I can never see my doctor. Why do I need a doctor if I have to go to walk in centre and A&E? Is it forbidden to see anyone that is trained in medicine or am I just being over hopeful? No wonder Hingham Surgery has been voted best in Norfolk. They can see a doctor if urgent, not Attleborough, they can see a nurse when required, not Attleborough. Think the best solution is to ask for my records and keep them at home for the walk in centre and class that as my doctors surgery from now on
The online system for booking appointments is not fit for purpose on any level.
The form itself is buried within layers on menus when it should be on the home page, this is the primary function most users want to access. That the form may only be accessed and populated within office hours shows a gross misunderstanding of the needs of those that surgery is there to support and shows a fundamental lack of understanding of how to manage a process that requires a timely response.
When clearing these significant hurdles, administrative staff are inconsistent at best and obstructive or rude at their worst although the level of care provided once available is of a higher standard.
The practice should and could be an important cornerstone of the local community but until a time that its management is brought up to the minimum standards expected in the modern world, significant improvement is required by those in control of process and decision making. Very poor service overall