School Lane Surgery

Feedback

• Helpful and caring staff

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 31st January 2024

  The staff are very helpful and caring. They advised that I fill in an online form as it opens earlier so you do not have to wait in the queue on the phone. When I have phoned up I was 13th in the queue but I still spoke to someone within 30 minutes- so it's just the way it is. The receptionists are helpful and I didn't feel like I was bothering them. One thing they could do to improve would be if you are able to book an appointment in person. But the staff are doing the best they can. My relative had an appointment the other week and whilst it was an hour late the doctors were good and they didn't feel rushed.

• Reply from School Lane Surgery

  Thank you for your positive feedback! We appreciate your understanding regarding the phone wait times and are glad to hear that our staff has been helpful and caring. We recently changed our telephone system and are looking at further improvements early part of this year. Your suggestion about in-person appointment booking is duly noted, and we're always looking for ways to enhance our services. We're pleased your relative had a positive experience during their appointment. Your support means a lot to us! Regards M. Rolph Business Manager

• Staff are lovely

  4

  Submitted by Feedback collected by Healthwatch Norfolk staff 31st January 2024

  The staff are lovely and the surgery is good but it is hard to get an appointment on the phone and you are then told to phone back as they don't open until 8:30.

• Reply from School Lane Surgery

  Thank you for your positive feedback about our staff and the quality of our services. We understand the challenges with phone appointments and apologise for any inconvenience. We recommend trying our online forms, open from 08:00, as some find it a more efficient way to contact us. However, we respect that some prefer the phone, and we're actively working on improvements to reduce wait times with our new phone system. Your understanding and patience are appreciated. Regards M. Rolph Business Manager

• The surgery have helped me so much

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 31st January 2024

  My husband had a hip replacement and then his dementia worsened. The surgery have helped me so much. The doctor rings back straight away and I have no problems. Although they do keep saying I need physio but I think an injection is better. Other than that they are good.

• Reply from School Lane Surgery

  Thank you for sharing your experience with us. We're glad to hear that our team has been helpful in supporting you. We appreciate your feedback regarding the recommendation for physio, and we value your input. If you have specific concerns or preferences, please feel free to discuss them with your doctor during your next appointment and based on their clinical assessment, I am sure that they will advise the most appropriate course of action, whilst involving you fully in your care. We're here to help in any way we can. Regards M. Rolph Business Manager

• always top class!

  5

  Submitted by ros 13th September 2023

  Always there when we need them - advice plus an appointment if required. Have been with this fantastic practice for years - glad to say!

• Reply from School Lane Surgery

  Thank you for your positive feed back. We really appreciate some positive comments and will pass this on to the team.

• Very disappointed.

  1

  Submitted by Natasha weed 23rd June 2023

  I have never left my GP surgery feeling like I wasted my time, until today. I didn’t catch the doctors name as unfortunately it was difficult for me to understand (not her fault.) I went to the surgery as my 4 year old son has a lump behind his ear, he’s had it a while, used to be pea size but now it’s the size of a grape. My son has speech delay as well as ASD which I explained before I went to the appointment to the receptionist and again to the doctor. He also is not the big fan of going to the doctors as every time he has been he’s had to have his vaccinations, understandable, again I explained this to the doctor. I would have been better off talking to a wall. Now I know doctors are very busy and I appreciate that. What I do not appreciate is my son being called difficult. She had no empathy for me, no patience with my son, she attempted once to take his temperature but because he thought obviously it was something not so nice he wasn’t overly keen. She didn’t try, instead she sighed. She wanted to check him with her stethoscope but didn’t because he “was obviously still being difficult.” After all that, she asked me a bunch of questions mainly about our living situation which I don’t fully understand what that has to do with a lump?! And proceeded to tell me she would ask for advice from the paediatrics team and get back to me. And then I was expected to leave. I have never left that surgery angry or disappointed but today I did. I rarely go to the surgery as I try everything before contacting them. I got more empathy and answers from the pharmacist at my local supermarket! On a positive note, the receptionists at the surgery were absolutely brilliant.

• Reply from School Lane Surgery

  Thank you for your feedback. We are very sorry you feel this way and we have passed this onto the correct department to ensure this does not happen again. Once again we apologise for this and hope your next visit is better.

• Rude doctor

  1

  Submitted by Kevin Carpenter 23rd May 2023

  Had an appointment today at 4pm. Didn’t get the doctors name. The doctor was rude in her approach, had very little time, uninterested, and unhelpful. Gave me no support or listened to what I was trying to explain.

• Reply from School Lane Surgery

  Thank you for this feed back. We have passed this on to the management team who will look into this. We are very sorry you have experienced this and we hope this does not happen again Kind regards

• Impossible to get an appointment

  1

  Submitted by Anonymous 12th April 2023

  The website says you can request one but when you try it tells you to ring 111 and basically go away. Rude on the phone and clearly they would rather you just went away. Consistently appalling.

• Reply from School Lane Surgery

  Thank you for your feedback, we will pass this onto the relevant department.

• The receptionist a non medical trained person

  1

  Submitted by Anonymous 21st March 2023

  The receptionist who is not a Doctor,nor a nurse is allowed to give out results,to patients,when questioned about results are clueless to specifics.If the Doctor's are too busy to phone or be put through to a patient to explain medical results of tests,then why is the practice accepting more patients into the surgery ?

• Reply from School Lane Surgery

  Thank you for this feed back. We will look in to this.

• 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.