School Lane Surgery

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• 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.

  
  
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• 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.

  
  
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• 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.

  
  
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• 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.

  
  
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• 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.

  
  
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• 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.

  
  
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• 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.

  
  
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• 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.

  
  
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• 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".

  
  
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