Lawson Road Surgery

Feedback

• Terrible experience

  1

  Submitted by Anonymous 23rd August 2024

  I booked an appointment with a doctor and had to wait 2 weeks for a telephone consultation. The doctor then rang me on the agreed date (23/8/24) but unfortunately I just missed the call. I called the surgery back 2 minutes after missing the initial call and was told the doctor had already gone home. Surely if you ask somebody to return a call (which the doctor did in a message) you would wait 10 mins before going home. So after waiting 2 weeks for the phone consultation I am now waiting again because the doctor decided to leave immediately after (guessing because it was a Friday afternoon he couldn’t possibly wait 10 mins) The service is appalling and I’m really not sure what has happened to the NHS.

• Reply from Lawson Road Surgery

  Thank you for leaving feedback on the Health watch site, I am sorry you experienced such a frustrating interaction with the Surgery. If you would like me to investigate further please send full details of your complaint to nwicb.lawsonroadadmin@nhs.net Lawson Road Practice Manager

• Very good management

  5

  Submitted by Collected by Healthwatch Norfolk staff 5th July 2024

  It is working perfectly, they have a very good management system. The doctors are OK too.

• Reply from Lawson Road Surgery

  Thank you for your feedback! I'm pleased to hear that you find the system working perfectly and that the management is very good. It's also great to know that the doctors are meeting your expectations. Your positive comments are much appreciated and will be shared with the team to continue improving our services.

• It feels like unnecessary blockers to getting an appointment due to the surgeries systems.

  1

  Submitted by Georgia 17th June 2024

  The systems make full sense to the team running the operation but no explanation to a patient - which leads the reception staff to talk to patients like they’re stupid I first tried to book an appointment using the online form on a weekend, however the form isn’t accessible out of hours. I made time revisit the form during my own working hours and fill out what for me was an emotional explanation for my need to see a doctor. This triggers a callback from a doctor without any correspondence with the patient to see if the time is suitable. If you miss the call because you too are at work, it’s then out of hours. Then you have to start the process from the start. Calling the surgery, you’re met with an extremely patronising reception staff who cannot comprehend how you can ‘Miss an appointment’. As I submitted a form for help with anxiety, this interaction was highly uncomfortable. The reception staff quite patronisingly explain that they can’t book you an appointment slot, despite you advising you had to allocate time in a workday to take the phone call. The system appears to have been built for the healthcare professionals without regard for patients. A request for an appointment should be met with an appointment slot that a patient can make time for.

• Reply from Lawson Road Surgery

  I'm truly sorry to hear about your experience. It sounds like the current system has caused you significant frustration and stress, which is certainly not the intention. Your feedback is invaluable and highlights areas where we can improve to better serve our patients. I understand that the online form being inaccessible out of hours is inconvenient, especially when you have to balance your own working hours. But unfortunately the on line forms are not monitored when the surgery is closed so to ensure that all tasks are actioned in a timely manor we turn the system off out of hours. Your experience with the reception staff is also concerning. It's important that all interactions with our team are respectful and understanding, especially when patients are already feeling vulnerable. We are constantly reviewing the training of our team and I will ensure we cover how to handle patient interactions with empathy and understanding, especially for those dealing with mental health issues. Your feedback will be shared with the practice management to consider these improvements. We aim to create a system that works efficiently for both healthcare professionals and patients, ensuring that everyone’s needs are met with care and respect. Thank you for bringing this to our attention. Your experience is important to us, and we are committed to making necessary improvements.

• First rate service as always

  5

  Submitted by Jo Shorten 13th March 2024

  Friendly practice, always prompt to respond and staff professional and helpful from first phone call, through to appointment. I can not fault the service provided by any one there

• Reply from Lawson Road Surgery

  Thank you for your feedback, it is always nice to receive compliments, I will ensure that it is passed on to the whole team. Practice Manager Lawson Road Surgery

• Very supportive

  5

  Submitted by Poppy 9th February 2024

  I needed to access mental health support and was very impressed by the support I received. I was given an appointment with the GP very quickly and was referred to their mental health specialist later that same week. They were both a huge help to me.

• Reply from Lawson Road Surgery

  Thank you for your feedback, I will ensure it is passed on to the team. Practice Manager Lawson Road Surgery

• Amazing surgery

  5

  Submitted by Anonymous 18th December 2023

  Hands down the best GP surgery Ive ever been a patient in. Literally saved my life a few years ago and forever grateful for how the doctors went out of their way to support me.

• Reply from Lawson Road Surgery

  Thank you to talking the time to leave us your feedback. I will ensure that it is passed on to the team. Many thanks, Practice Manager, Lawson Road Surgery

• Very Helpfull.

  5

  Submitted by Timothy Lambert 2nd December 2023

  I have no problem with the whole team,at lawson.They are very helpfull when i need it.

• Reply from Lawson Road Surgery

  Thank you to talking the time to leave us your feedback. I will ensure that it is passed on to the team. Many thanks, Practice Manager, Lawson Road Surgery

• Missing fron on-line communication

  4

  Submitted by Anonymous 14th October 2023

  I wanted to send pictures of thebproblem to my doctor but no function for this. Then wanted to send info to Asthma nurse, but everything is a box-ticking exercise so have been unable to do it. Extremely frustrating.

• Reply from Lawson Road Surgery

  Thanks you for your feedback, it is possible to send pictures to the Doctors via our website. Appointments, Get help for any health problems, I have none of these, then you can input your details and attach pictures from this link. You can also send some information to the asthma nurse this way as well. I hope this helps in the future. Practice Manager, Lawson Road Surgery

• I phoned here at 8.10 and here I am at 11

  5

  Submitted by collected by Healthwatch Norfolk staff 5th May 2023

  I phoned here at 8.10 and here I am at 11 and have been seen to by a Dr. It is not the first time this has happened, everyone I know say they wish it was like this at their own surgery. The Dr was late but I accept that as they were giving their full attention to the people before me and then they will for me. The only improvement would be the music they play when you phone is too intense - something a little more calm would be super.

• Reply from Lawson Road Surgery

  Thank you to talking the time to leave us your feedback. I will ensure that it is passed on to the team. We will review our music for something more calming. Many thanks, Practice Manager, Lawson Road Surgery

• The staff are great

  5

  Submitted by collected by Healthwatch Norfolk staff 3rd May 2023

  They looked after me well today, I have seen the Dr and will be back at 2pm for the nurse to dress my leg. They are all really good here, the staff are great. The only improvement I can think of would be the telephone, when you phone I feel it sends you here there and everywhere to get through

• Reply from Lawson Road Surgery

  Thank you to talking the time to leave us your feedback. I will ensure that it is passed on to the team. Many thanks, Practice Manager, Lawson Road Surgery