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School Lane Surgery

Address: The Surgery, School Lane, Thetford, IP24 2AG
Telephone: 01842 753115
Website: www.schoollanesurgery.co.uk

Feedback

  • Reply from School Lane Surgery

    Thank you for taking the time to share your feedback with us. We truly value all comments as they provide us with invaluable insight into areas where we can improve our services. We're sorry to hear about your recent experience in trying to see a doctor. We understand the frustration that can arise when faced with long wait times on the phone and the challenges of remote consultations. Please accept our apologies for any inconvenience this may have caused. Regarding the queue times on the phone, we acknowledge that our telephony system may not accurately reflect the efforts we've made to ensure efficient service. While the system may indicate a significant number of callers ahead of you, it doesn't consider the multiple staff members actively answering calls to reduce wait times. We are actively looking into possible upgrades, including implementing a call-back feature, to alleviate these wait times and enhance the overall experience for our patients. We also appreciate your diligence in following through with the tests and providing detailed feedback online. It's disappointing to hear that you encountered difficulties even after diligently fulfilling the requested tasks. Please rest assured that we take your feedback seriously, and we are committed to streamlining our processes to ensure smoother communication and more effective follow-ups in the future. Thank you once again for bringing this matter to our attention. We appreciate your patience and understanding as we strive to make improvements for the benefit of all our patients. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    Thank you for your feedback and we are pleased that you are happy with the service. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    We apologise for the inconvenience caused by our system. Currently we are operating NHS England's suggested approach to booking appointments. This means that all requests for an appointment have to be triaged. At School Lane this is done in a dedicate GP led hub where all requests are triaged, the urgency is determined, and an appointment offered based on the details provided by the Patient. We are actively recruiting for more Drs, and one has recently joined the team with another joining next month. We also have an Advanced Care Practitioner who will be joining the team in May. So, we hope to be able to increase the appointments offered to our patients. Thank you for your feedback. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    We're delighted to hear about your positive experiences with our doctors! Thank you for your kind words & we will share your feedback with the team. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    We're sorry to hear about your difficulty in accessing appointments. We understand your concerns about the NHS and assure you that we're committed to providing the best possible care within the resources available. We have a range of options when trying to book an appointment, this can be via phone, online or at reception. Please do not be put off. If you are having an issue, then we are more than happy to chat through the options open to you and how we can help you specifically. If you would like to discuss further, then please contact us. Thank you for sharing your thoughts. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    We appreciate your positive feedback! Thank you for choosing our services. We will share your feedback with the team! Thank you for your feedback. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    Thank you for your kind words! We're glad to hear about your positive experiences with us. We will share your feedback with the team! Thank you for your feedback. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    We're pleased to hear about your positive experience today. As a training practice we do host GP Registrars that are supervised by experienced GPs. This is to ensure that they have experience with seeing patients whilst ensuring patient safety is maintained. We also have a range of staff who are supervised by GP's, such as Physician Associates. Again, this allows experience with patients and ensures the safety of the patient and effective patient care. For more information on the full range of roles we have in the surgery, please visit our website and see the news item titled “The Power of Teamwork: Roles within School Lane Surgery”. Thank you for your feedback. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    We apologise for the difficulty you've faced in accessing appointments and obtaining prescriptions. I can confirm that in: • December 2023, we had over 5,300 appointments • January 2024, we had over 6,250 appointments • February 2024, we had 6,695 appointments. This averages to over 318 appointments per day for February 2024 and we are increasing the number of appointments offered as much as we possibly can month on month. Whilst this is a lot of appointments, the surgery has over 17,300 patients registered. The demand for appointments is high and we acknowledge this. We have been actively recruiting for more GPs and clinical staff for over 6 months and we are pleased to advise that we have recruited a new GP who started in March, and we have another GP starting in April. If you would like to contact us directly via the Feedback form on the website, we will have a look into the specific issues raised. Your input is valuable to us. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    We're delighted to hear about your positive experience with our asthma nurse! Thank you for your kind words & we will share this with the team. Regards M. Rolph Business Manager