Fakenham Medical Practice
Meditrina House, Trinity Road, Fakenham, Norfolk, NR21 8SYContact details and opening times
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Reviews
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Review titled Gone downhill
Rated 1 star out of 5
by Anonymous - Posted on 19 July 2024
Rung up the surgery about seeing someone as I had pain in lower back. So got told to come in to give a wee sample and if I came soon as I would find out by 11am my results over the phone. Received no phone call so rung at 12:30 to find out what’s going on. Got told I was booked in for 10:30. How on earth can you run so far behind?? Why do we have to keep going Round the houses with appointments and not just do it simple which is see a nurse/doctor give the sample, they check it and they tell you face to face done in 5 Minutes!!
Visited July 2024
Review titled Fakenham Medical Practice
Replied on 24 July 2024
Dear Patient Thank you for your feedback, we are sorry our service did not meet your expectation on this occasion. To ensure the best care for all patients and to ensure appointments are available to those that need to be seen face to face and not wasted we do manage some minor conditions via the phone. As per the NHS guidance UTI's are initially diagnosed via a urine dip test, we request a sample and then a nurse will contact the patient with the results. This may result in antibiotics being issued, a follow up appointment being booked or the sample needing to be sent for further testing. The calls back to patients are added to a nurses list for them to fit in between other appointments, this is done at their first opportunity. This can only be complete once the sample has been received and analysed. I am sorry on this occasion this was later than you expected. Please do contact the surgery directly if you require any further assistance. https://www.fakenham-medical-practice.nhs.uk/ Fakenham Medical Practice
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Review titled A good practice but a bad booking system
Rated 4 stars out of 5
by Anonymous - Posted on 07 July 2024
Trying to get an appointment via the website seems to be impossible! You go round and round being asked the same information without ever getting any further. The agent used presents a blank page at a certain point and then sticks there. On top of that if you try and phone for an appointment, you have to wait for a very long time whatever time of day you ring. Please either sort out the website and make it easier or get more staff to answer the telephone.
Visited July 2024
Review titled Fakenham Medical Practice
Replied on 15 July 2024
Dear Patient Thank you for your feedback, we value all comments we receive and use these to review the care we are providing to all of our patients. We will feedback to our online provider Anima and ask then to investigate the problem you experienced with a blank page coming up as you completed you form. Using the online consultation tool, completing the questions as asked, you are helping our GPs by identifying the issues prior to verbal or physical contact with the practice. It helps beat the morning telephone rush and enables us to prioritise your needs more effectively. We are aware the wait on the telephone is longer then we would like at times, we are looking at ways to improve this. You will find when using the online system or calling after 10am the wait is reduced. Thank you once again for your feedback, please contact the practice directly if you require any further assistance.
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Review titled Awful.
Rated 1 star out of 5
by Anonymous - Posted on 12 June 2024
There has been many occasions where this practise has failed me. I have had asthma for over 20 years. I have a repeat prescription for this, for over 10 years. When I went to collect my prescription, I had to undergo three calls, two trips to Boots, two trip to the pharmacy and back over to the dispensary because no one had used communication and were sending my prescription else where, or just haven’t bothered to sign it off. I also made an appointment on the 3rd May for a uti/infection. I was told that I did not have any infections (over the phone, how is that possible!) I then challenged this, knowing that something was wrong, to be told the receptionist would speak to the triage gp ( why couldn’t I?) to then say they have decided that my issue was not urgent, and that I’ve have to wait until 10th June to be seen. I called 111 for advise, they made an assessment and sent this to the practise when which they had to see me. When I saw a woman doctor (name can’t be stated), she was brilliant and told me that I’ve had an infection and prescribed me what I needed right away. There is no time for patients. There is no appointments No communication between employees. Rubbish!
Visited June 2024
Review titled Fakenham Medical Practice
Replied on 19 June 2024
Dear Patient Thank you for your feedback. We would be happy to address your concerns, to enable us to do so please contact us via our website https://www.fakenham-medical-practice.nhs.uk/practice-information/ or by coming into the practice. Many Thanks Fakenham Medical Practice
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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.
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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
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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.
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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.
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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.
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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.
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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.