Fakenham Medical Practice - Ratings and reviews
Reviews
-
Review titled Very poor practice
Rated 1 star out of 5
by Anonymous - Posted on 04 March 2024
I find it difficult doing things on line, so I phone for an appointment, I may be 12th in the que but I hang on, I can’t just ask for appointment with a doctor I have to explain what it’s for, which might be embarrassing with a receptionist, my request then may go to triage, I might get a phone appointment for a month or longer, after being in hospital last year and this year there will be no follow up review, I’ll be in the dark, it will be left to me to chase answered , who do I get those answered from. I’m 80 and live alone, very rarely ask for help. Being told over the phone get a taxi and go to A&E, what taxi driver is going to be responsible for an 80 year old who is vomiting and in pain. It’s not good enough by a very long way. I’ve been told to go privately, but, I have to see me doctor first, really!!
Visited February 2024
Review titled Fakenham Medical Practice
Replied on 11 March 2024
Sorry our service did not meet your expectations on this occasion. We are constantly looking at ways in which to improve the service and accessibility we offer to our patients; we appreciate that waiting on the phone is not always ideal, we endeavour to answer calls within a timely manner. We have recently introduced an automated telephone appointment booking service which reduces the need to wait on the phone. The practice operates a triage appointment system which requires the Patient Coordinator to ask for details of your concern, this is to enable the triage clinician to signpost you to the most appropriate service or appointment. If you would like us to investigate your feedback further please could you contact the practice directly via our website or by collecting a feedback form from the front reception desk.
-
Review titled Its only going to get worse - Quote !!!
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2023
I am appalled by the so called service from the practise. 32 minutes in a queue. I work in a large open plan office so do not really want to discuss personal matters openly There is one senior nurse that is a godsend but that is if you can get through the interrogation interview with the reception team to get to see her ! I was arrogantly told that its like this in every doctors surgery and it won't get any better !! The last time I had this issue I ended up being blue lighted to hospital , something that seemed to fall on deaf ears Sadly here is no other option , so I guess I just put up with the pain and anxiety but at least they are not too overworked ! We are just left to suffer - Oh I could have an appointment the second week in January No wonder A & E is constantly full
Visited December 2023
Review titled Fakenham Medical Practice
Replied on 18 December 2023
Dear Patient Thank you for your feedback. The Patient Coordinators do have to ask questions so that the triage clinician can assess the urgency of your call and direct you to the most suitable clinician or service. WE understand that going into a level of detail in front of colleagues may be awkward if you cannot make a call in private, but we do offer the option to contact us by an online form which does give more privacy and would also avoid a wait on the phone. We are happy to discuss this further with you if you would like to contact the practice. Many Thanks Clare Fisher Operation Manager Fakenham Medical Practice
-
Review titled Thank You
Rated 4 stars out of 5
by Matthew White - Posted on 06 December 2023
I called the surgery yesterday to try and get a call back from a doctor after a bit of a nosedive with my mental health. The person who answered the phone to me was absolutely amazing. She took me through several options of help available to me and was very compassionate. It was very much appreciated after the day I had had up to that point.
Visited December 2023
Fakenham Medical Practice has not yet replied.
-
Review titled Superb service
Rated 5 stars out of 5
by Anonymous - Posted on 07 July 2023
I phoned surgery at 8:20 for an appointment for husband , waited 30 secs for a response. Appointment with staff member at 9:30 am , staff member who husband saw was very good , gave husband time , very attentive and husband did not feel rushed. I am very pleased with service that was recieved. Thank you fakenham
Visited July 2023
Fakenham Medical Practice has not yet replied.
-
Review titled Gone downhill
Rated 1 star out of 5
by Anonymous - Posted on 31 March 2023
I know this review does not stand alone when corroborated with those of other complaining patients who have posted here at NHS, on healthwatch Norfolk and best care compare. I have also heard it on the grapevine amongst my work colleagues and neighbours also registered at this practice. The appointment system hasn’t got any better since last year, an on line form, a response to tell patients the doctor will review the on line form 2 or 3 weeks later either in the morning or in the afternoon with no idea of the time. The surgery don’t take into account that the patient might actually be working that day and miss the call and those not working are left sitting waiting all day wondering when the doctor will call. The doctors are reluctant to see patients face to face. If the doctor refers a patient to the hospital it can take three weeks for the secretary to write up the referral, making the two or three weeks waiting for the GP to call, added to the extra week or so if the GP decides to see the patient, 8 weeks before that referral goes through. Why does it take a secretary three weeks to type up a referral letter from the day it’s actioned to her to do so by the GP ? I really do think that it’s only a matter of time before patients go undiagnosed with serious life threatening illnesses, cancers for instance, where time is of the essence, before this surgery realises it’s failings to review face to face within one week not several weeks and forward referrals on to the hospital within days not weeks. I wish there was another choice of GP practice in Fakenham.
Visited March 2023
Fakenham Medical Practice has not yet replied.
-
Review titled Not the same as it used to be
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2022
Once a patient has managed to actually get a phone or face to face appointment with a GP, triage or nurse then they will be treated with 5* high professional standards. It’s getting the appointment that’s the problem & for this I rate 1*. 99% of the receptionists who answer the phone or operate the reception desk deserve 5* because they treat patients with respect, dignity, patience & kind understanding. 1% could learn a lot from their receptionist colleagues. 1% of reception staff are extremely rude, impatient, snappy, disrespectful & condescending. It is clear that 1% do not want to talk with patients face to face or over the phone nor help them In anyway & for this I rate them 1*. The booking system is extremely frustrating & today drove me to tears because one of the 1* receptionists (there are two I rate at 1*) just would not listen to my plight. I would like a follow up appointment for an ongoing problem that has been causing me so much anxiety for several months & of which the Doctor is aware. No way was I able to book a follow up appointment today, not until the New Year, 3 weeks away she said & I cannot call to book, I have to complete an online form in the New Year. From experience I know the completion of an on line form in the New Year will result in an automated response telling me that the Dr. will look at it two weeks from then ! So, now I have to wait another 3 weeks before an on line form will even be considered, potentially 2 weeks from consideration for the Dr. to review it and then potentially another 2 weeks from review of the form for a face to face or telephone appointment. For this shambolic booking system I rate 1*. Likewise when a patient calls the surgery, the automated voice instruction I rate 1*. The practice might as well edit the recording to say “This is Fakenham Medical Practice & we’d like it if you would consider anything but actually ask for an appointment with one of our doctors. We’d much prefer you to call 111, go to the pharmacy, go to Cromer minor injuries, go to the walk in centre 23 miles away in Norwich, go to a & e, look at the help section on our website, if it’s mental health issues call the helpline or fill in an on line form, the doctor will take two weeks to review it and then if you are lucky will give you an appointment some time after that or call back tomorrow to hear this automated message again” Your doctors know their working days & working hours well in advance & so why can’t patients call in to the surgery or call up on the phone to be greeted by the receptionist & given an available slot there & then ? To be told by a receptionist that they cannot give out appointments, not to bother filling in an on line form this side of Christmas because it won’t go anywhere or be actioned at all but to hang on until after the festive season, fill one in then is a wholly unacceptable. Such a shame you can’t sort out the 1* appointment system to compliment the 5* nurses, doctors & 99% 5* receptionists.
Visited December 2022
Review titled Fakenham Medical Practice
Replied on 16 December 2022
Thank you for taking the time to comment about our practice and the praise that you have for our staff. We acknowledge that there are some problems with our appointment system due to the increased demand we are seeing at present. We will be changing this in the new year and in order to do so we have had to put a stop on patients calling and trying to book ahead for appointments. Our change will hopefully see you get a response to your submitted query that day. I hope that this will allow you to then give us a 5* appointment system too. Sarah Buchan, CEO.
-
Review titled Frustrated
Rated 3 stars out of 5
by Anonymous - Posted on 24 October 2022
I have been contacting this practice for several weeks trying to sort out an ongoing issue. I am of an age where I remember I could call the surgery, get an appointment to see the doctor, they listen and arrange further tests if needed. Not any more. I struggle with the new system and would rather see my GP face to face, if only so I can see that they are actually listening to me. I have listed several systems that may or may not be linked but the GP only select one system to treat, when speaking to the GP by telephone, I try to ask about my other symptoms but get the feeling that the consultation is over so I have to fill in another form listing my other symptoms and so it goes on.
Visited October 2022
Fakenham Medical Practice has not yet replied.
-
Review titled Well done everyone at Fakenham Medical Practice
Rated 5 stars out of 5
by Warwick Jones - Posted on 30 September 2022
My wife & I came for our Covid booster and Flu vaccination on Thursday evening. I know you had a lot of trouble on Saturday but you have managed to get on top of the problems (which were not of your making anyway). Our sincere thanks to all the volunteers, nurses and doctors. We feel we are really fortunate to have such a wonderful team working on our behalf. I don't think anyone could have done better and you are a credit to the NHS.
Visited September 2022
Fakenham Medical Practice has not yet replied.