School Lane Surgery

Feedback

• Never had problems

  5

  Submitted by collected by Healthwatch Norfolk staff 12th May 2025

  I've never had any problems. Sometimes it is hard to get an appointment - I had to wait seven weeks. I rang five times without success so I came in to book that. I was seen yesterday and was happy with how it was dealt with. We've never come across any aggro.

• Reply from School Lane Surgery

  Thank you for your positive feedback about the care you received. We acknowledge the difficulties you experienced with appointment booking, including the seven-week wait and phone access issues. Based on patient feedback like yours, we are implementing changes to our appointment system. We will be moving to an on-the-day booking system and re-opening our online form to allow same-day requests to be submitted, which should significantly improve access to appointments. M. Rolph Business Manager

• Good surgery, very thorough

  5

  Submitted by collected by Healthwatch Norfolk staff 12th May 2025

  Whenever I need to see them they're excellent, 100%. I use online to book or I phone up and use the call back. The staff are very good, very thorough, especially the doctors who know my medical history. It's a really good surgery.

• Reply from School Lane Surgery

  Thank you for this wonderful feedback. We're delighted to hear that you find our staff excellent and thorough, and that this contributes to your positive experience. Your comments about our online booking and call-back system are particularly valuable as we continue to refine our appointment processes M. Rolph Business Manager

• Staff always helpful

  4

  Submitted by collected by Healthwatch Norfolk staff 12th May 2025

  It's fine here, no problems. I just had a blood test and it was on time. The staff are fine, always helpful. Occasionally you can't get through on the phone but it's not their fault, they're just understaffed.

• Reply from School Lane Surgery

  Thank you for your understanding regarding our staffing challenges and for recognising our team's efforts. We appreciate your positive comments & we are working on improving phone access, and based on patient feedback, we will be moving to an on-the-day appointment system with an online form for same-day requests, which should help reduce phone congestion. M Rolph Business Manager

• Delay processing hospital information

  4

  Submitted by collected by Healthwatch Norfolk staff 12th May 2025

  The surgery is fine but the contact between West Suffolk hospital and here is a problem. I know the hospital have sent the information and it's been received but this is the 5th time I've been in and it's still not processed. I'm waiting for cardiology medication. I don't like to complain but this is unacceptable now, it's been since before Easter. I'm a full-time carer for my blind wife and it's hard to leave her on her own while I keep coming here. They've said I can phone but the queue is very long. Also some of the doctors speak very quickly. I wish they'd speak louder and slower especially when they have strong accents as I'm hard of hearing.

  
  
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• Incorrect information given to DVLA

  3

  Submitted by collected by Healthwatch Norfolk staff 12th May 2025

  It's alright. The doctor here filled out information for the DVLA that wasn't quite right so I feel like they should have spoken to me more before doing the form. Other than that, they're good.

• Reply from School Lane Surgery

  Thank you for your feedback. We apologise that the DVLA form was not completed accurately and that you felt insufficient consultation took place beforehand. This is an important issue, and we would appreciate if you could contact the surgery directly so we can learn more about what happened and improve our processes for completing such forms in the future. We value your input on how we can enhance our patient communication. M Rolph Business Manager

• Not happy with the new booking system

  4

  Submitted by collected by Healthwatch Norfolk staff 12th May 2025

  My experience has been very good but the new booking system is driving me up the wall! I tried on the phone last week to book a face-to-face appointment as I had something that needed to be physically looked at, and I got a telephone appointment. I told the doctor who called I wanted a face-to-face and she gave me one. You can't get through but the call-back does work. You used to be able to book same day or urgent appointments online but that's only for non-urgent now. Also the surgery pharmacist was supposed to phone me which hasn't happened. I went to collect my medication and it had been changed without my knowledge or any doctor involvement, the doctor doesn't know why.

• Reply from School Lane Surgery

  Thank you for your detailed feedback about our booking system challenges. We understand your frustration with the current system, particularly regarding face-to-face appointment requests and online booking limitations. Based on patient feedback like yours, we will be moving to an on-the-day appointment system and re-opening our online form to allow same-day requests to be submitted. Regarding the medication changes without consultation and the missed pharmacist call, please contact the surgery directly as we are keen to investigate these concerning issues and ensure proper protocols are followed. M. Rolph Business Manager

• Noticed there's more doctors

  4

  Submitted by collected by Healthwatch Norfolk staff 12th May 2025

  It's OK. I've been with them for 63 years so I've seen it good and bad but the doctors and nurses are doing what they can. At the minute they're doing alright. I've noticed they've got more doctors in. The girls at reception are good. Sometimes there's a problem getting medication which I think is a bit of both the surgery and the pharmacy. But overall, they're pretty helpful.

• Reply from School Lane Surgery

  Thank you for your loyalty over 63 years and for your balanced perspective. We're pleased you've noticed our increased medical staffing and appreciate your positive comments about our reception team and overall helpfulness. Regarding the medication issues, please contact the surgery so we can learn more about these challenges and work with you and the pharmacy to improve this process. M Rolph Business Manager

• No complaints

  5

  Submitted by collected by Healthwatch Norfolk staff 12th May 2025

  They're very good, excellent! The appointments are on time, I can book easily enough either on the phone or by coming in. I've got no complaints about this surgery.

• Reply from School Lane Surgery

  Thank you for this excellent feedback! We're delighted to hear that you find our service excellent, appointments punctual, and booking straightforward. Your positive experience is exactly what we strive to provide for all our patients. M. Rolph Business Manager

• They're dealing with my health well

  4

  Submitted by collected by Healthwatch Norfolk staff 12th May 2025

  I can't fault it here to be fair, it would be wrong to say anything different. I've never had a problem getting an appointment or speaking to somebody and they're dealing with my health issues well. I usually book online but if not I ring or walk over. It's four stars as there's always room for improvement.

• Reply from School Lane Surgery

  Thank you for your honest and positive feedback. We're pleased that you've had consistent success with appointment booking and that we're managing your health issues effectively. We appreciate your recognition that there's always room for improvement – this constructive approach helps us continue to enhance our services for all patients. M. Rolph Business Manager

• Not 'them and me', it's 'together'

  5

  Submitted by collected by Healthwatch Norfolk staff 12th May 2025

  They're top dog! They're on the job and they look after you as a human being. It's not "them and me", it's "together".

• Reply from School Lane Surgery

  Thank you for this wonderful feedback! We're thrilled that you feel we treat you as a whole person and that you experience our care as a partnership. M. Rolph Business Manager