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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 so much for your kind review! We're thrilled to hear that Becky was able to put your mind at ease regarding your son's blood results. Her dedication to patient care and reassurance is truly appreciated. We'll be sure to pass on your positive feedback to Becky, it will definitely brighten her day! We're always striving to provide exceptional service, and your feedback helps us achieve that goal. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    We appreciate you taking the time to share your feedback with us. We're truly sorry to hear about your experience. Providing accessible and compassionate care is at the core of what we strive for, and it's disheartening to learn that you've encountered difficulties. We understand the frustration that comes with navigating healthcare, especially when faced with barriers to accessing the care you need. Your concerns are valid, and we are committed to addressing them to improve our services. We have recently employed two new doctors and made job offers to three more GPs who will be starting in May, July, and August this year. Additionally, a new Advanced Clinical Practitioner will be joining the School Lane Team in May, along with a Diabetic Lead Nurse. We have been actively trying to recruit new staff for several months, and we are glad to have now secured these new additions. With them joining the School Lane team, the capacity to offer more appointments will increase for our patients. We value your input and would like to learn more about your specific experiences so that we can make meaningful improvements. Please feel free to reach out to us directly so we can discuss your concerns further and work towards finding solutions. Regards M. Rolph Business Manager

  • Reply from School Lane Surgery

    Thank you for your feedback. We truly appreciate your understanding of the challenges we face and your recognition of our team's efforts in delivering care under sometimes difficult circumstances. Your acknowledgment of our doctors' skills is immensely gratifying, and we are grateful for your kind words. Regarding your observation about our phone lines, we want to clarify that while it may seem like we have only one phone line, our telephony system actually can handle multiple calls simultaneously. The main limiting factor is that we only have a set number of staff within the admin team to answer calls at any one time. At the start of each day, we mobilise as many staff members as possible to handle incoming calls and patient requests efficiently. Of course, the natural response to this would be to suggest that we hire more staff. Unfortunately, we are not in the position to hire more staff as we do not have the money. We must work the best way we can within our budget. Instead, we are focused on optimising our existing resources and exploring ways to better manage call volumes to provide you with more timely access to our services. This includes looking at a call back feature for patients. Your feedback is invaluable to us as we continuously strive to improve our services and enhance the overall patient experience. Please rest assured that we are committed to finding innovative solutions to address ongoing challenges we all face. Thank you for your feedback and for being a Patient for 46 years. It is very much appreciated. Regards M. Rolph Business Manager

  • 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