School Lane Surgery

Feedback

• Feel cared for

  5

  Submitted by collected by Healthwatch Norfolk staff 21st September 2022

  I think everything is just fine - they are always very helpful, really nice and lovely. I feel cared for, my prescription is always there when I need it.

• Reply from School Lane Surgery

  Thank you for your positive feedback. We will pass this to the prescriptions team.

• Always found the service excellent

  4

  Submitted by collected by Healthwatch Norfolk staff 21st September 2022

  The Drs are always available, it can take time to get through on the phones, maybe 5 minutes - but just pick the times you call. The nurses are all brilliant, very caring and reception are not bad, I have always found the service excellent - and I have been a patient for 24 years.

• Reply from School Lane Surgery

  Thank you very much for your kind words. We will pass this feedback to our team.

• They go the extra mile

  5

  Submitted by collected by Healthwatch Norfolk staff 21st September 2022

  The nurses are all lovely, every single one of them. The Drs are fine, they gave me what I needed - it is simple getting an appointment, they are always on time and a maximum of 5/10 minutes waiting. Reception are all brilliant, they go the extra mile.

• Reply from School Lane Surgery

  Thank you for your lovely feed back. we do try to keep our waiting time as low as possible.

• Great surgery and all staff

  5

  Submitted by Anonymous 20th September 2022

  Since covid started,everytime I have requested a doctor,I have seen one,so absolutely no problem. From the reception, to the nurses,doctors and pharmacy. The query I have is the surgery are asking us politely if we could carry on wearing masks,but what is the surgery doing,I would have though at the very least,there should be cleaning done daily where people are going,touching etc,never seen a cleaner during open hours .

• Reply from School Lane Surgery

  Good Afternoon Thank you very much for your positive feedback. We work very hard as a team to keep the practice clean. We work very hard to give everyone the outcome they need. Kind regards SLS

• Room for improvement

  2

  Submitted by Anonymous 20th September 2022

  Everyone knows the health staff is understaffed but I had few issues which needed urgent care but I was unable to fill out the form online and the waiting time while calling was impossible. I also was told to change surgeries when I called regarding a lump in breast. The receptionist clearly stated she will pass on my concern but I will still have to change surgeries due to living at partners place now in Suffolk ( I am still inbetween places and 50% of time Im in Thetford). A week later following the phonecall I was then told the concern wasn't even noted in the system and the referral to the breast clinic wasn't made. A week later from my 2nd call (my now new surgery in suffolk) organised a biopsy at Ipswich Hospital. Luckily it was not cancer but what if it wasn't? I also was often offered antibiotics while the cause of pain was never investigated (I suffer from endometriosis , and blood tests often show low immunity) I often spoke to the doctors I think it's the low immunity and then the infections lead to bacterial vaginosis and I requested appointment with Gynecologist for this. I had to have 5 infections (ear, throat, chest, ear and throat again) to actually feel like I'm being heard. I don't think doctors investigate enough especially in case of young women who often are ignored and we are being told that ginger, garlic and honey is an answer-even with already very healthy diet in place which again the information passed on to GP's seems to be ignored. I feel like a more holistic approach is needed. And a better online system.

• Reply from School Lane Surgery

  Thank you for your feedback. We will pass this onto our relevant team

• Always excellent service

  5

  Submitted by Anonymous 20th September 2022

  Whatever we have needed they have always responded and fulfilled with utmost care and appropriate attention.

• Reply from School Lane Surgery

  Good afternoon Thank you for your positive feed back. We work very hard at making sure we fulfil everyone\'s requirements

• Disappointed

  3

  Submitted by Anonymous 20th September 2022

  Trying to get a face to face appt is hard. How on earth can a doctor diagnose over the phone or by email? It’s a joke. Once in appt your not really listened to, hurried up and just dismissed!

• Reply from School Lane Surgery

  Good afternoon we are very sorry you feel you have been dismissed and rushed. 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.

• Quite good really

  5

  Submitted by collected by Healthwatch Norfolk staff 20th September 2022

  I think the surgery is alright, I've never really had to think about it before. I think they're quite good really - the attitude is generally very good. |I have had my ups and downs but generally very good.

• Reply from School Lane Surgery

  Good afternoon Thank you for your positive feed back. we work very hard as a team to keep the positive attitude across the board. Kind regards SLS

• chronic illness and high maintenance!

  5

  Submitted by Anonymous 27th July 2022

  Excellent healthcare team and very on the ball. Online service gets a very quick response - often doctor responds within 30 mins to confirm telephone appointment or face to face. Will chase up hospital referrals, text or phone you with important information about your healthcare. Care received during Covid exemplary, online consultations have drastically reduced waiting times to get a telephone or face to face consult. Ongoing chronic and sometimes acute health issues has made a heavy demand on my GP’s time as well as on reception and admin staff but has been very thorough and prompt on every occasion.

• Reply from School Lane Surgery

  Good afternoon Thank you very kindly for your positive feed back. We work extremely hard to provide the best service. Kind regards

• Response promptness

  5

  Submitted by T Grove 6th June 2022

  A website enquiry form submitted at 0815, ready for the practice to open at 0830, regularly receives a constructive response within the hour - by 0915. This response ranges from helpful advice through to a gp appointment.

• Reply from School Lane Surgery

  Thank you for your feedback. We are pleased you are happy with our service. We try our hardest to keep our standards high.