School Lane Surgery

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• Far superior to other surgery

  5

  Submitted by Collected at Healthwatch Norfolk event 24th 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 event 24th 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 Anonymous 2nd 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

  
  
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• Rude reception

  1

  Submitted by Anonymous 20th October 2021

  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 Anonymous 14th 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 Anonymous 30th 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!!!

  
  
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• Staff were fantastic

  5

  Submitted by Daniel Adkins 22nd April 2021

  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.

  
  
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• Dreadful web site

  1

  Submitted by Sally jacobs 16th April 2021

  Simply trying to book a blood test. It seems that because the practice is closed booking appointments is not possible on the site!!

  
  
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• Shocking no care for my toddler's eczema.

  1

  Submitted by Anonymous 25th March 2021

  Initially started as a rash. Been given steroid and emollient cream. More recently I've noticed it's related to food and impacts my and my daughter's sleep severely. Asked the doctor for a allergy referral. Was given a dietician appointment in 3 Months time. 3 months! Contacted them to get more creams for the itching. And response was to pay for them at a chemist. Absolutely shocking. What about my child being uncomfortable, poor sleep,my mental health trying to cope. I feel very let down.

  
  
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• Superb service

  5

  Submitted by Wendy Evans 5th February 2021

  Over the last year, I can’t fault the treatment I’ve had from the practice. The excellent service begins at the ‘door’ with the wonderfully cheerful way the phone is answered, the speed of triage and call backs, and the staff patience. The internet and the website are a boon and answers come very quickly. I’ve moved a lot and the surgery is one of best I’ve ever come across. Keep up the good work.

  
  
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