Address: The Surgery, School Lane, Thetford, IP24 2AGTelephone: 01842 753115Website: www.schoollanesurgery.co.uk
Feedback
131 responses from the local community
Urgent prescription sorted
5
Submitted by Andrew Clark31st March 2022
Our eye gel for a resident expired and so we required a replacement as soon as possible...so both reception & the pharmacy sorted it all out and we were able to administer that afternoon-so wonderful and so efficient-friendly staff too thanks!
Reply from School Lane Surgery
Thank you for your positive feedback. We are pleased you are happy with the standard of our service and try to keep them high.
A BIG thank you to Sarah on Reception for all
5
Submitted by Julie Matthews23rd March 2022
ABIG thank you to Sara on Reception for all her fantastic help and understanding thank you so much Sara you are a star xxxxx
Reply from School Lane Surgery
Dear Patient
Thank you for your feedback.
We work very hard to make sure everyone\'s needs are met and our standards are kept high. We are pleased to see you are happy with our service.
Kind regards
School lane surgery
Helpful, friendly and caring. Form difficult
4
Submitted by Collected at Healthwatch Norfolk event24th February 2022
During COVID they saw me a couple of times after going through the hassle of filling in a form. It's frustrating trying to contact them. One time they told me that they'd had 100 queries that day and their system had just packed up! They are very helpful, friendly and caring people though.
Reply from School Lane Surgery
Thank you for your feedback. We are pleased you are happy with our service. We encourage feedback to improve our services and aim to keep this standard as high as possible.
Far superior to other surgery
5
Submitted by Collected at Healthwatch Norfolk event24th February 2022
I changed from the other surgery to this one. This surgery is FAR superior! I was fed up with the other surgery. School Lane just seem so helpful. They're good at doing follow up and been so much better. I kept with it up there at the other practice but my husband has always been at this practice and thought I've just got to change.
Reply from School Lane Surgery
Thank you for your feedback. We are pleased you are happy with our service. We encourage feedback to improve our services and aim to keep this standard as high as possible.
Get back to me quickly online
4
Submitted by Collected at Healthwatch Norfolk event24th February 2022
I use them quite a lot. I use the online form and now I've got used to it, I find it quite easy. They get back to me really quickly when I use the online form. I did do the wrong form once and they told me to fill in another one. They called me to tell me to fill in another form and I wasn't sure why they couldn't just move it over to the other form but I understand they are very busy.
Once I'd got the appointment I was lucky because the appointment was on time. I always see a different doctor but I don't mind because they're all very good.
Reply from School Lane Surgery
Thank you for your feedback. We are pleased you are happy with our service. We encourage feedback to improve our services and aim to keep this standard as high as possible.
GP not listening I felt a Nuisance
1
Submitted by Anonymous2nd November 2021
Been to GP today after hospital Discharge ..NEW GP didn't know why i was there. Felt she was dismissive..didnt take time to understand the problem or advise future management left with no confidence or indeed what the plan was if anything apart from send your blood pressures in and I will review what bp medicine or dosage is required
Lack of empathy time to listen and understanding and advice on what caused it and how to prevent it
No discussion about referral to another team or explanation of what the options were
The Snr Parner is very Good at listening and advising and you leave with clear pathways, I suppose when you are looked after by exceptional you don't understand how others can not be at the gold standard
Will never see first dr again very disappointing experience
Sandly my experience with same lady is not been amazing very rude clearly in wrong job speak to people poorly refused to help and transfer to someone . When I made my point she did transfer me and they help me with 15 mins she argu in 2 seconds ... very unprofessional
Reply from School Lane Surgery
We are very sorry you have experienced this. We have passed this to the reception manager to discuss with the team. Once again, we are very sorry you had to go through this.
Very rude receptionist
1
Submitted by Anonymous14th October 2021
There is one receptionist lady in particular that is very very very unpleasant to deal with. I have never had any issue with any other receptionist nurse or doctor apart from this one. Everyone else working there are great. On two different ocassions I called the practice and had the unfortunate luck for her to answer. She is the most unpleasant, rude, unhappy, abrupt human being... just a person lacking human empathy and emotion. She is obviously in the wrong profession
Reply from School Lane Surgery
We are very sorry you have experienced this at our practise, and we are doing our best to make sure this does not happen again. Once again, we are very sorry and hope any other experiences with us have been the oversite.
Absolutely diabolical
1
Submitted by Anonymous30th September 2021
I literally cant believe how difficult it is to get an appointment. The website is atrocious and impossible to find what you want or need! So you try to ring the practice because it easier and nicer to speak to a person - no oh how wrong you are! After being put in a queue and made to listen to the worse music ever (on at least one occasion for over 30 minutes!) You are met with receptionists that have as much care and empathy as a dead rat! I have never come across such bad service. This would never be allowed in any other sector! On top of that the receptionists have little to no clue about anything I really dont know why they nhs is wasting money on them!!! They are rude and very very unhelpful!!!
I had a minor misunderstanding regarding an appointment which was as much my fault as anybody else’s. Still, I felt I needed to complain and my complaint was handled really well and staff made me feel much better about the entire incident.