School Lane Surgery

Feedback

• Escalation of throat infection.

  5

  Submitted by Anonymous 13th March 2023

  New to the area but team was very accommodating, website easy to use and set up an account quickly which allowed me to be reviewed on the same day. Would have otherwise probably ended up having to go to a UTC. Staff were polite and friendly. Thank you :)

• Reply from School Lane Surgery

  Thank you for your feedback. We are very pleased to hear that you have received a high standard of care and your problem was dealt with quickly and efficiently. Kind regards, School Lane.

• Couldn't be much worse

  1

  Submitted by Anonymous 25th December 2022

  Can't seem to be able to undertake basic functions of a surgery. Normally, you'd allow some leeway for a busy surgery (and there's a lot of leeway needed) but when you desperately need lorazepam for your immobile father and are explicitly told by snotty staff that it will be delivered before Christmas and then nothing, it really is the last straw. Yup, it's not like it's an important drug!

• Reply from School Lane Surgery

  Thank you for your feedback. Sorry to hear your experience was not up to our usual standards. We have forwarded your dissatisfaction to our management team who will look at getting the right processes in place so this does not happen again.

• Great surgery

  5

  Submitted by Julie Driver 7th October 2022

  They listen, understand and give you time. Both doctors and nurses are fantastic.

• Reply from School Lane Surgery

  Thank you very much for your feedback. we will pass this on to the team.

• Nothing is a problem!

  5

  Submitted by collected by Healthwatch Norfolk staff 22nd September 2022

  The staff on reception and the phones are excellent, nothing is a problem! They are always good when you make contact. I've booked a flu jab while I was here and have already had a confirmation text. It is a two way thing though you get back how you treat people

• Reply from School Lane Surgery

  Good Afternoon Thank you for your positive feedback! we work very hard to give the service our patients deserve. we will try our best to help as much as we can.

• Trying to see a Dr is impossible

  4

  Submitted by collected by Healthwatch Norfolk staff 22nd September 2022

  Trying to get a Drs appointment is impossible. You ring up and on the odd occasion the Dr phones and has a consultation. Trying to see a Dr is impossible. I came for a blood test this morning. The staff have a very good attitude, but it can feel like trying to get through barbed wire to get in here

• Reply from School Lane Surgery

  we are very sorry you feel you feel like this . This is not an experience we wish our patients to have and encourage you to contact the practice to discuss further if you feel your problem has not been resolved.

• Wonderful

  5

  Submitted by collected by Healthwatch Norfolk staff 22nd September 2022

  I just want to say they're wonderful!

• Reply from School Lane Surgery

  Thank you very much for your positive feedback. As a surgery even a little comment like this goes a long way. We work very hard to keep the positive feedback

• You get politeness and confidentiality

  5

  Submitted by collected by Healthwatch Norfolk staff 22nd September 2022

  I think they are very helpful, you get politeness and confidentiality. You feel really important, they try to fit in an appointment, if it is too far ahead they will try and fit you in with one sooner if you say. The staff attitude is all good, they really care, they ask how you are and that makes a difference.

• Reply from School Lane Surgery

  Thank you for your positive feedback. We are very strict on confidentiality and getting people appointments as soon as possible.

• Friendly and competent

  4

  Submitted by collected by Healthwatch Norfolk staff 22nd September 2022

  I think the surgery are friendly and competent. I feel like you never see the Dr, you ring up and say you want so and so and then you get tests but you don't see him. I go get blood tests at the healthy living centre, the care there is very good.

• Reply from School Lane Surgery

  Thank you very much for your feedback. we are very passionate about having a friendly caring team.

• A wonderful GP Practice

  5

  Submitted by Hayley 21st September 2022

  Hearing so much moaning about the NHS and GP appointment etc, however I cannot fault our GP practice. Even through the pandemic, appointments were available to those that really needed them, always been fantastic with my children, never had an issue with being able to speak to a GP, nursing staff fantastic and receptionists polite and do their upmost. All of this in a stressful environment.

• Reply from School Lane Surgery

  Thank you very much for such positive feed back. Through out the whole pandemic and even now we keep our standards high and offer the service our patients deserve.

• Feel looked after in the main

  4

  Submitted by Collected by Healthwatch Norfolk staff 21st September 2022

  In the main we feel looked after but I do feel the aftercare is missing I had an operation and no one has checked in on me since. Today was very good but it did take a months to get this appointment, but I am pleased with the service we received today. I think it has improved in the last 6 weeks. The reception staff have been really helpful lately. The website can be difficult to navigate. Sometime phone calls can be hard especially it the doctor does not have English as their first language. They sometimes talk so quickly you do not have time to ask questions.

• Reply from School Lane Surgery

  Thank you for your feedback. We will pass this on to the management team. We are pleased you are on the road to recovery.