Framlingham Surgery - Ratings and reviews
Reviews
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Review titled Pretty hopeless
Rated 1 star out of 5
by Anonymous - Posted on 15 March 2023
Called on 15th March to make a non urgent appointment regarding a skin issue. I was surprised to get through relatively quickly this evening after trying earlier in the day and discovering I was No 15 in the queue, or at best no 9. Told that the next available telephone appointment with my GP was on 26th April, or I could use the e-consult service, that my GP would read the e-consult form and possibly override the appointment system and see me. I was informed that there was a box to tick on the e-consult form which allowed me to specify that I wanted to see my own GP. Completed the e-consult form but nowhere was there an area to specify that I wanted to see my GP. I called the surgery back and waited for 15 minutes despite supposedly being No 1 in the queue. When a different receptionist answered she told me there wasn't a way of requesting seeing my own GP, but that I would be referred to a skin clinic in Wickham Market. It turns out that I could have just phoned the surgery, told them about the skin issue and they would have put me on the waiting list for the next skin clinic without me having to fill in the e-consult form! This is the second or third time I have had completely conflicting information from the reception team and I've spent about an hour unnecessarily dealing with this. If there was another GP surgery I could attend I would do so as I am losing faith in this one and it is nigh impossible to get to see a GP within a reasonable time frame.
Visited March 2023
Review titled Framlingham Surgery
Replied on 07 December 2023
Thank you for getting in touch and providing feedback. Regrettably we can't comment on individual circumstances online but please contact the practice at framlingham.medicalpractice@nhs.net to discuss further.
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Review titled Terrible service and help
Rated 1 star out of 5
by Anonymous - Posted on 27 April 2023
I phoned up to dissus about a family memeber disilbilty and was promised by a female staff member she was putting it down on the system a d a fit note to be sorted and it would go through to to doctor so we have wated over 2 weeks and my self phoned them up to see if it had all gone through to the doctor as havnt heard anything back and was told nothing had been put on the stystem not even the chat we had i am so dissugsted with and wasted my time waiting for nothing and now going to have. To waite even longer
Visited March 2023
Review titled Framlingham Surgery
Replied on 07 December 2023
Thank you for getting in touch and providing feedback. Regrettably we can't comment on individual circumstances online but please contact the practice at framlingham.medicalpractice@nhs.net to discuss further.
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Review titled Appointment Process Broken
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
After 2 days of trying to get an appointment by calling and even 111 trying to make one for me, nothing. Eventually once I went there I'm told to turn up at 08:00 the following day even though I'm in pain and can't walk or stand for long and I'd get an appointment in the following days. Oh and the system wouldn't allow me to make an appointment for the following day! Don't use the callback option, that doesn't work either. I don't want to hear about unprecedented demand or lack of staff, the place was empty of patients and inefficiently run.
Visited January 2023
Review titled Framlingham Surgery
Replied on 07 December 2023
Thank you for taking the time to review our practice. We value all patient feedback & will share this with the team. To try and improve access for urgent and new problems we have developed an on the day team. The team consists of a 2 x paramedics, advanced nurse practitioner and practice nurse. The duty GP provides oversight and supervision as required. Unfortunately we cant pre-book appointments with our on the day team however you are able to pre-book routine GP appointments.
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Review titled Poor
Rated 1 star out of 5
by Pat French - Posted on 23 September 2022
Extreme difficulty in obtaining an appointment. If follow up appointment do not get same medic. Have seen 3 different paramedics each giving different diagnosis and problem still remains unsolved. Practice has determinate done tremendously, 3/4 years ago would have given excellent report.
Visited August 2022
Review titled Framlingham Surgery
Replied on 26 September 2022
I am sorry that your expectations were not met on this occasion. As explained on our website due to unprecedented demand we have had to change the way we work and now offer an appointment with out on the day team (a paramedic and advanced nurse practitioners) the same day for acute problems - all clinics are supported by a GP. If a patient wishes to see a GP for an ongoing problem with will be within a routine appointment which is currently 3-4 weeks ahead and initially starts with a telephone call. This is because many issues can be dealt with by phone and this way of contacting means our GPs can increase the number of consultations. Regrettably due to a shortage of GPs nationally this is how primary care services need to be delivered. The suggestion to see the GP in a routine slot is because the problem is persisting.
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Review titled Frustrating experience
Rated 2 stars out of 5
by Anonymous - Posted on 05 July 2022
Needed to contact a doctor, after being on hold for 1 hour and 50 minutes I was then cut off. The hardest part about this surgery is actually getting through to anyone and get an appointment.
Visited July 2022
Review titled Framlingham Surgery
Replied on 06 July 2022
thank you for alerting us to this problem. We have a new telephone system and need to look into this for you as it should not be possible to queue for this long. It would be helpful if further detail is provided to enable us to see if there is a problem with the system. Please could the writer make contact with the Practice.
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Review titled Absolutely appalling
Rated 1 star out of 5
by Very angry of Peasenhall - Posted on 31 May 2022
Wanted to make an appointment to see someone. So called at 4pm and was in a call queue for over 10 minutes. Then when I got to speak to someone I was told I couldn't book an appointment except by calling in the morning and speaking to the "on the day team" Quite why this information isn't on the IVR is beyond me - instead I wasted over 10 minutes hanging on for absolutely no reason whatsoever. All this does in confirm my long held view that Primary Care services within the NHS are set up to serve itself and has absolutley zero empathy with its "customers
Visited May 2022
Review titled Framlingham Surgery
Replied on 08 June 2022
We are sorry that you were dissatisfied with the response from the Practice on this occasion. There are significant staff shortages across primary care and our practice is no exception in experiencing these difficulties. We have tried to address these challenges by instigating an ‘on the day’ team of clinical staff overseen by an experienced GP which allows all patients requiring urgent attention to be seen that day, however, it is not realistic to telephone any non-emergency service (NHS or otherwise) at 4pm and expect to be seen the same day. We have also adopted a call queuing system in response to patient feedback; this has a call back facility. I am sorry that the information is not readily accessible and we will check our website to ensure that patients are aware of our access.
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 23 May 2022
I think there’s been some changes. The telephone system allows us to queue meaning we’re not competing as patients to get a line in. I got answered on Monday morning within 15 minutes! Appointment booked by 8:30am! When I got through the receptionist was very friendly and efficient. I attended my appointment with a nurse practitioner who was able to help me. She triaged my symptoms well and we agreed on next steps. Thank you all.
Visited May 2022
Review titled Framlingham Surgery
Replied on 07 December 2023
Thank you for taking the time to review our practice. We value all patient feedback & will share this with the team.
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Review titled Appalling
Rated 1 star out of 5
by Ralph. - Posted on 08 June 2022
I wanted to book an appointment for a non-urgent skin complaint. I didn't want the appointment on the same day - I just wanted to book an appointment for some day in the hopefully not too distant future. So I rang at 4pm one afternoon and held on for just over 10 minutes only to be told when I did get to speak to someone that they do not allow people to book appointments in the future and that all appointments must be made at 8am with the "on the day" team. Quite why the surgery doesn't allow future bookings is beyond me. And what is almost as annoying is that the IVR system nor the website make any mention of this, thus forcing me to waste over 10 minutes of my life holding on to attempt to do the most simple of tasks when it is not allowed
Visited May 2022
Review titled Framlingham Surgery
Replied on 07 December 2023
Thank you for taking the time to review our practice. We value all patient feedback & will share this with the team. For non urgent skin conditions we now offer appointments with our Dermascopy clinic, E-Consult or routine GP appointment.