Felixstowe Road Medical Practice

If you are lucky enough to get through to reception in the morning you then have to be ridiculed by the receptionists into giving them information before being allowed an appointment. After booking an appointment this morning, getting through after numerous tries, I was insulted by the receptionist who insinuated that I was incorrect (about my own health!!) and that I should look up the correct terminology. Disgusted.

Good feedback from recent MOT.
Good discussion about medication.
Clear precise information given with empathy and understanding.

Felixstowe Road Surgery is no longer booking appointments in person. This makes it extremely difficult for my clients who have very limited English skills to access the GP service as they are told thay can book only over the phone. Because of the difficulties they have in understanding or explaining themselves over the phone, they -along with their children- have not been able to access the service. The staff there are usually overwhelmed and they do not have a lot time to give to the service users who might need long time over the phone. Thus, the staff usually ask service users to call back with someone who speaks English which might not be an option for someone who is requesting an urgent service. The same service users have managed in the past to book their own appointments in person by bringing ID documents or using google translate on their phones but now they are not able to do so. Being unable to access the GP when needed is causing my clients to be stressed and anxious.
I am requesting for the booking in person service to be provided again at this practice so it is accessible to everyone.

The most that could be improved is having to ring at 8am and wait for so long to be answered. I do understand that it is difficult as most surgeries are the same.

They are good at appointments for my children. I value that I can forward book for a routine appointment.

I spoke to receptionist to book an appointment, asked what it was for and said they would get on-call GP to give me a call. She did and I was seen within the half hour.

Rang 46 times one morning from 8am to get an appointment. By 8.25 when I eventually got through none left, happened the following day. They will not allow you to pre book an appointment i.e. if matter is 'non-urgent' cannot book an appointment for next week - only do appointments that day and nothing else. No help on the phone, called in and was told if I couldn't ring by 8.10 I had no chance (I usually drive to work that time of day). Asked for a GP+ appointment, reluctantly gave one but for five days later. Don't release appointments on SystemOne online. GPs are great, reception team rude, have zero empathy and their system is not patient focussed. As I left the practice, having got a five day wait for apt, an obese smoker walked in asked for an appointment and was given one for that morning. I asked why I could not have had that appointment and was told some slots were reserved and could be allocated at the receptionists' discretion. Clearly the worried well, people who work, and those who attend less frequently the practice is not interested. Patients with co-morbidities are seen as 'regulars' who clearly have slots reserved for them. My apt with GP+ was great but sadly turns out I have suspected cancer and was put appropriate pathway - no thanks to Felixstowe Road.

I ran out of my repeat prescription tablet because I failed to put in a request. I rang the practice at 5:30 on a Friday to see if there is anything they can do. The receptionist explained my situation to the duty doctor and called me back to say that a prescription will be ready for collection, but I would need to get there before they shut at 6. I got there at 5:45 and picked up the prescription. I'm ever so grateful!

I have seen the same midwife throughout my pregnancy which is great, as i know this is not always the case. I would have like to get onto the 'hypnobirthing' but it was full. More places are needed as it is becoming more popular.

This surgery is good when I need an appointment for my child but not always for myself.