Recent annual checkups highlighted a problem for myself and my husband. Both followed by appropriate appointments with health professionals at the practice.
This is very reassuring. Thank you all staff at this practice.
Recently I had blood tests done. I asked for a call as they are quite complicated- got a message saying someone would call me in three weeks time. Looked at results on the NHS app and saw that the most important test hadn’t been done - sent another econsult form and heard nothing. Phoned and was told nurses had been asked to look into it but hadn’t. By that time NNUH had destroyed the samples so I had to have all the tests repeated, and am now waiting to hear when I might get a call to discuss the results.
Having been very unwell since July 2022 with some undiagnosed autoimmune condition my gp offered two weeks ago to write to the main consultant at NNUH if I could give him a resume of what tests etc have been done. I did that today and got a message back saying that a clinician will look at my econsult form on 24 April. Today is 29 March.
I can't really see what good complaining is going to do, as this place has got loads of bad reviews, I spoke to my doctor over the phone about my asthma inhaler not giving me the relief i needed, so she gave me one with a stronger dose and said that she would add it to my repeat prescription, so I go to collect it after the first one has nearly finished and it hadn't been changed on the repeat, so now I'm left without a inhaler over the weekend, asthma is no fun when you can breath, I will be changing my doctors asap,
I phoned on fri 24/3 and was told no triage app available. Ring back Mon.I eventually got through mon morning and spoke to a lady who asked me to take a urine sample in and someone would triage me.Iwaited in all day and at 4.30 pm i rang to ask when I would get a call.The same lady said a nurse rang you and you were out.This was certainly not the case as I was in all day with the phone attached to my hip.She than said the sample has been sent off ring back Wed.I rang back Wed more time on the phone I will never get back.The same lady advised me the results were negative.As I was still suffering I said I need to see a Dr.She said we dont make Drs app here you will need to be triaged.Another day wasted .Once again I waited all day and nobody rang me.As usual I rang and spoke to the same lady who said the nurse has sent your results to a Dr who will ring you Mon.How can this be right.I realise you must get time wasters but if someone rings who never visits the Dr then surely you must know they need help.My daughter works at a vets and they would never treat animals this way When did your practice stop caring about its patients.I hope I am never seriously ill and need to depend on your help.Someone needs to get a grip and decide if you care enough to help when people need it.
The service me and my family have received from the surgery has been excellent - from reception to the nursing team and in particlar Dr Percival. We always get a call back same day and appts when needed. I have nothing but high praise for the surgery and the team there. The online forms are a speedy way of getting routed to the right person as soon as possible.
I rang the surgery this morning at 8am asking to be seen as I have been having difficulty with my knee doubling in size and then the swelling reducing before repeating the problem for at least 2 weeks
I was told to wait for someone to contact me later
It is now 17.37 and there has been no call.
Presumably I will just have to keep trying ?
I saw pharmacist and he recommended 111 for chest infection. Service was brilliant -111 phoned within half an hour and Fakenham out of hours phoned shortly after. In half an hour saw delightful nurse who prescribed antibiotics for chest infection. What an amazing service from out of hours and lovely pharmacist. Wish all experiences were as wonderful as this. They are a credit to NHS.
I think the title says it all, Fakenham Surgery has gone from an active caring group of Doctors to a dire Medical Practice who will avoid human contact at all costs.
Making an appointment is a nightmare you are forced to go through the online portal which is only accessible when the Practice is open, God help you if you have the nerve to ring in??
Front desk staff attitude is short sharp unhelpful and uncaring. And Doctors would rather diagnose, prescribe and monitor over the telephone. COVID has given this practice along with others the ability to earn their salaries without seeing anybody, and if humanly possible route them through 111 or even better get the patient to go to the already overloaded emergency department of either Kings Lynn or Norfolk and Norwich hospitals.
It is clear the practical manager nor responsible persons in the practice read these comments or they would do something about this and many other similar comments, or do they really care??
Overall the care I have previously received from the Doctors/Nurses at the Practice has generally been quite good. However, in the last few days I have tried on multiple occasions to submit an online form via the Practice's website. Due to my commitments I am usually unable to fill in the form before around 18:30 by which time the practice and the form have closed for the day, but today I had some spare time around 17:00. However, to my dismay the form was closed once again, and I am have not been able to contact the practice for some time due to this absurd system. The only reason for my 2 star rating is that the majority of the staff I have seen have been very helpful, but if I had a choice I would certainly register with a different practice.
The doctors, nurses and all except two receptionists treat patients with professionalism, respect, dignity and quality of care and for this deserve 5*.
Unfortunately the rudeness, impatience, lack of care and empathy towards patients by two receptionists have reflected in the 1* for staff attitude and staff communication.
The appointment system and waiting times creates frustration for many patients hence the 1*.
This practice does not make way for those who wish to call in person or call by phone to make an appointment to do so.
The system is; a patient has to fill in an on line form, it is acknowledged automatically by email and text.
A little while after acknowledgement the patient receives another email and text to let them know the Doctor will review the form in 2 weeks time.
The patient waits two weeks without any appointment scheduled for the Doctor to review the form and have the appointments person call to arrange an appointment - this coils take up to another 2 weeks.
If at that appointment blood tests are required, that could take another 2 weeks.
Potentially 4 weeks before the patient gets to see the Doctor, 2 weeks for the blood tests, another 2 weeks to see the Doctor for follow up = 2 months !
This practice have an automated voice mail when a patient calls and it is, in effect, suggesting patients do anything but ask to see a Doctor !
Patients are asked to go ask the pharmacist, dial 111, go to Cromer Minor Injuries, go to a & e in Norwich or Kings Lynn, go to the walk in at Norwich, dial 999, look at the website, call mental health support number of fill in an on line form to potentially see the Doctor after about 4 weeks.