The Tuckswood Surgery
Hall Road, Norwich, Norfolk, NR4 6NEContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Superb service
Rated 5 stars out of 5
by Sonia - Posted on 27 June 2024
I rang at 8.30am was 1st in queue answered quickly, the receptionist was very kind and respectful, asked to book telephone appointment with Dr. One hour later someone called back , listened to my problem I did not feel rushed I was able to explain all my symptoms , felt I was important to them and she gave a genuine sense of wanting to help. By end of appointment I had a course of 6 talking therapy appointments booked. I had also received a text with more useful numbers and information. The way this surgery responds to people who suffer with mental ill health is amazing. This is not the first time I have received this level of response and care. Just wish everyone at other practices could do the same.
Visited June 2024
Review titled The Tuckswood Surgery
Replied on 19 July 2024
Dear Sonia Thank you very much for your kind review. I am so pleased that you were able to access the Practice easily via phone and that the call handler was kind - we have recently changed our Phone System and undergone additional training so it is really rewarding to read that patients are seeing the benefits of this. I am also extremely pleased to see that the services we can offer with regards to mental health were useful. Thank you very much, we have included your review in our Staff Newsletter - and I know that it will go some way to boosting their morale! Caitlin Business Manager
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Review titled You can never see a doctor
Rated 1 star out of 5
by Anonymous - Posted on 07 May 2024
I called for a doctors appointment and was told i needed to see a pharmacist first. I went to my nearest which is not walking distance like my surgery is and the pharmacist was surprised to see me and said they can't help without a doctors prescription. I called my doctors back to be told they no longer do on the day appointments and i had to either go to the walk in centre or wait until June to see my doctor. It is like this every time. I cannot count the number of times i have had to go to the walk in centre as there are no appointments at the surgery. Their phone message should just say don't bother, go to A&E instead!
Visited May 2024
Review titled The Tuckswood Surgery
Replied on 24 June 2024
Dear Patient I am extremely sorry to read that you had a bad experience with the Practice. We only have a limited capacity of appointments available and must signpost patients to alternate services where appropriate - such as the Pharmacy First service. Unfortunately it would appear from what you have explained that this signposting was inappropriate on this occasion. This is the first patient feedback I have received in the last 12 months regarding accessing an appointment - so I am surprised that you have had this experience and would like to understand more about the details so that I can ensure any improvements required are implemented. Please could I encourage you to contact the Practice directly, asking for myself, so that I can speak to you personally about your experiences. Again, my apologies, I do hope that you find our service more helpful when you next need us. Caitlin Clarke Business Manager
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 20 July 2023
I sat on the phone for 45 minutes from before the open time to not get an appointment, been in pain for two weeks and every time I call up, they are reluctant not to see me, I struggle with movement.And it is starting to effect my day to day life.
Visited July 2023
Review titled The Tuckswood Surgery
Replied on 19 July 2024
Dear Patient I am really sorry to hear that you were unhappy with the Practice at this time. We have since undergone some big service improvement projects which I hope would now be noticeable particularly in the way in which you access the Practice. Please do not hesitate to get in touch directly should you want to discuss anything further. Caitlin Business Manager
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Review titled no one answers the phone
Rated 1 star out of 5
by Anonymous - Posted on 06 April 2023
I needed to speak to staff about an urgent issue. I was in an ambulance at the time. I held on the phone for 25 minutes, having been told I was first in the queue. No one answered. I tried calling the other three options. One was labelled as the number to get test results or 'anything else' this number rings off stating that results are only available after 14.00. The second option did answer but was completely ill equipped to answer the simplest of questions, put me through to someone who could help, or offer a number to call which would be answered
Visited April 2023
Review titled The Tuckswood Surgery
Replied on 19 July 2024
Dear Patient I am sorry to read that you were unhappy with the service provided by the practice at this time. We have undergone some big changes since this time and I do hope that you will find that their have been improvements and that next time you contact the Practice for support you are satisfied with the level of service you recieve. Thank you Caitlin Business Manager