Attleborough Surgery
Station Road, Attleborough, Norfolk, NR17 2ASContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Very poor service
Rated 1 star out of 5
by Susan - Posted on 13 March 2023
Picking up a prescription has never taken less than 20 minutes. In 3 years I have not been able to see a GP face to face. You can't book appointments in advance - forced to fill in an on-line form or queue for ages on the phone. I could go on!
Visited March 2023
Review titled Attleborough Surgery
Replied on 14 March 2023
Thank you for your feedback, which is always appreciated. Unfortunately we continue to be challenged with queue times for prescriptions, which is as a result of a transfer of all repeat prescription management for chemist patients to the Practice and issues relating to local stock availability within our local chemists. We encourage all of our patients to use the NHS app for on-line ordering, but still have a high percentage of patients attending the Practice to request their medications, which impacts on queue times. Regarding face to face appointments, these are still offered every day across all clinical groups including our GPs. Our clinical team triage all patient requests and where a face to face is deemed appropriate this will be offered, although many conditions and health concerns can be managed on the phone or by virtual appointment. In this way, our clinical teams are able to support many more patients each day that would not be possible if all of our patient contacts were face to face appointments. We hope that this response has been helpful in responding to your concerns.
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Review titled Unable to book an appointment
Rated 1 star out of 5
by Anonymous - Posted on 03 January 2023
Unable to speak to a real person. The appointment forms are disabled online and the reception is simply diverting to AnE or walk-in centres all the time. Unable to understand how the practice is running without being answerable to anyone. Trying to find a way to lodge a formal complaint on their website as well but seems like that’s also blocked.
Visited December 2022
Review titled Attleborough Surgery
Replied on 11 January 2023
Thank you for your feedback and we are sorry to read of your frustration when trying to contact the Practice. Our phone lines are open during core hours and our experienced reception team are available to provide help, support and advice to our patients. The Practice opens its on-line forms each morning from 6.30am and we work hard to keep these open as long as possible to allow patients to contact the Practice via this route. However, once our clinical capacity is full, it becomes unsafe to leave our forms open unless we can guarantee clinical review of the information sent to us by a patient; it is for this reason that our forms are usually switched off earlier in the morning. At this time we unfortunately have to turn off our on-line facility, requesting that our patients contact us by telephone so that we can assess each individual request that is made and re-direct patients in 'real-time' to alternative services for advice and support, unless the request is for an urgent same day issue, which we endeavour to respond to via our emergency team. Thank you also for your feedback regarding the issues you have faced when trying to lodge a formal complaint with us. We will review this as are keen to ensure that patients can still provide feedback to us, even when our clinical forms have been switched off
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Review titled Online appointment
Rated 4 stars out of 5
by David Macfie - Posted on 16 November 2022
I am undergoing tests, some of which are in. I received a text asking me to make an appointment to discuss them. Going online, because the phone isn't the best way for a neck breather to communicate, I find only a daily appointment page, now closed. In desperation I filled in the routine appointment form, with a note explaining my situation. I ask the practice to provide a facility for patients to follow up test results without this farcical runaround, not everyone can phone, or visit, when voice and mobility can be in difficulty... Please feel free to email me anytime, and please, have a little imagination in your approach to appointment making! n. b. Text is also acceptable. I have to point out, however, that not having an email address or text return number severely restricts some patients ability to communicate with the practice...
Visited November 2022
Review titled Attleborough Surgery
Replied on 19 November 2022
Thank you for your feedback. We are sorry to read of the frustration you have had when trying to contact the Practice via our on-line system to make a follow up appointment to discuss your test results. The Practice does re-open its on-line forms each morning from 6.30am and we work hard to keep these open until mid-morning to allow patients to contact the Practice via this route. However, once our clinical capacity is full, it becomes unsafe to leave our forms open unless we can guarantee clinical review of the information sent to us by a patient; it is for this reason that our forms are sometimes switched off earlier in the morning. At this time we unfortunately have to turn off our on-line facility, requesting that our patients contact us by telephone so that we can assess each individual request that is made and re-direct patients in 'real-time' to alternative services for advice and support, unless the request is for an urgent same day issue, which we endeavour to respond to via our emergency team. Thank you for your feedback and we are sorry that we are unable to provide on-line access all day, which is dictated by high levels of patient demand.
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Review titled Supportive practice
Rated 5 stars out of 5
by Anonymous - Posted on 11 November 2022
A big thank you to Attleborough Surgeries who have been so meticulous and professional throughout my illness. From the reassurance of reception to the care of the nurse taking blood, understanding that I get dizzy with needles to the calls from GPs who were so thorough. Thank you
Visited November 2022
Review titled Attleborough Surgery
Replied on 11 November 2022
Thank you for this lovely review. We are very grateful for you taking the time to share your positive experience about the Practice and our staff and your comments have been shared with our team.
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Review titled Access and website
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2022
Every single time I attempt to get info it is blocked by a hopeless website. I have today been advised by a nurse doing a planned blood test at Queen's Sq, that the questions I had re the senna I'd been prescribed must be done on line to the Dr. There is no way for me to write a quick note to anyone. I am also asked not to phone the surgery as it is busy. I am asked if the situation is urgent. I have no idea if it's "urgent" in medical terminology. I suspect your definition of that is archaic and depends on levels of pain, blood loss etc. I would happily write a note to the surgery on the website but it appears there is no place for this to happen. There is no such access. I was also told that the result of the Fit (I would have written this in capital letters since it is an acronym but your system won't allow it) test I did 3 days ago was in. I can see nothing about it on line. Nor have I been contacted, which might have an effect on how or if I take the medications I have been given. Someone needs to adjust your website to make it much more accessible and easy to use instead of constantly diverting people away from the areas they need in favour of general advice. I need to ask about my medication and what the doctors intended me to do. General advice will not suffice.
Visited October 2022
Review titled Attleborough Surgery
Replied on 14 October 2022
Thank you for your review and we are sorry to read of the frustration you have had when trying to access support and advice regarding your medication. Unfortunately our nurses are not prescribers and therefore you would have been correctly advised that your medication query would need to be directed and responded to by a GP. Our on-line forms are open each day, but closed once our capacity is full as we need to ensure that we are able to assess and manage the health matters that have already been received by the Practice safely and in a timely fashion. We have recently funded a new paramedic post who started with us in September and a new part time GP commenced in October, with a further GP being due to start with us in January. All of our staff work incredibly hard and are committed to providing the best level of patient care. We are grateful for your feedback and are sorry that we have been unable to meet your expectations.
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Review titled I need an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 13 October 2022
I would like to see a doctor, as I feel very unwell. I did try to phone, but the queue is too long, as so many people are trying to get through. I don't want to have to go to A and E at the hospital, as my condition means I can't travel too far. There is no online form to request an appointment. I don't know what to do next.
Visited October 2022
Review titled Attleborough Surgery
Replied on 14 October 2022
Thank you for your review. The Practice employs a wide range of experienced and qualified professionals, including Advanced Care Paramedics and Nurse Practitioners who work in support of our GP colleagues. These clinicians can assess, diagnose, treat and often prescribe for a wide range of health conditions. Our call queue time can unfortunately often be lengthy, despite us having a large number of reception team staff working each day both answering calls, managing on-line requests, serving our patients at the front desk and completing clinical admin tasks. Our forms are open each day to complete on-line although we do need to switch our on-line access off once we have reached capacity as we have a duty to ensure safe patient care and our clinical resource is finite. At this time our phone lines remain open for people with genuine urgent health needs. We would like to remind our patients that A&E services should only be accessed for urgent and life threatening emergencies and other alternatives for support and help can be found via NHS 111, the Walk in Centre in Norwich and local pharmacy services.
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Review titled No online forms
Rated 2 stars out of 5
by Anonymous - Posted on 27 September 2022
For two days running the online forms have been disabled, it took over half an hour last week to contact them by phone. It is almost impossible to contact the surgery.
Visited September 2022
Review titled Attleborough Surgery
Replied on 14 October 2022
Thank you for your review and we are sorry that you have had problems accessing our services. Our forms our open everyday, but our demand remains extremely high and unfortunately once we reach capacity, we turn our on-line forms off as we need to ensure that we have the ability to safely manage the health requests and demand that has already been received by the Practice. At these times, we continue to be available by phone for patients with urgent needs that need assessing. Support and help can also be found via NHS 111, the Walk in Centre in Norwich and local pharmacy services.
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Review titled On-line Prescriptions disabled without warning
Rated 3 stars out of 5
by Anonymous - Posted on 28 September 2022
I have been informed the practice has migrated its computer system and did not think ahead to ensure that there would not be a break in continuity with the on-line prescriptions. I am staggered by the lack of project management. Fortunately my prescription is not life threatening and I have easy access to computer/phone.
Visited September 2022
Review titled Attleborough Surgery
Replied on 30 September 2022
Thank you for your review and comments. We are sorry that there has been a temporary break in the order function for your on-line prescription. We worked very hard as a Practice to communicate this change over of system to our patients in order that they were able to plan ahead and we are sorry to learn that you were unaware of this. Usual access should now be resumed, although we are asking patients where possible (non urgent prescriptions requests) that they allow up to 5 working days for prescriptions to be processed as we are managing a significant backlog of work caused by this change over in clinical system.