Framfield House Surgery

When I have rang to book an appointment for a blood test, they have said on a few occasions that it would be preferable if I went to Ipswich Hospital for blood tests. Do not think that is right.

After 12 times of calling and line was engaged every time today, but I eventually got through and got an appointment. This is the norm, and it is frustrating.

We know others have issues getting appointments, but we do not. You just have to be prepared to hit 'redial' and eventually you will get through. It is to be expected. They are friendly and we have not had any issues.

The appointment system here means I just walk-in at 8 am rather than try ringing as it is always engaged and I just do not have time to keep hitting 're-dial'.
Feel 'holding system' would be better than just 'engaged'. At least then you would be on a system, can put it on speaker and get on with something whilst waiting to get through.

Find the booking system difficult to get through on at the busy time of 8am. However, if you leave it later, all appointments are gone and you get told to ring at 8am again. I recently saw a member of staff who I found to be somewhat patronising and dismissive compared to many I saw previously at Wickham Market MC.

The service itself is average but I would like them to realise the dirtiness of the toilets for a NHS place they should be pristine, and they really are not.

I used the toilet here and it is rather dirty (downstairs one) The wall under the hand fan is yellow. The floor is really really dirty in colour. The toilet roll holder is below the fan and has no cover on it, so when you put wet hands under the fan you drip on the loo roll! If I was not so desperate I would have walked out. It looks like a new building and modern, but the cleanliness does not measure up to that at all. This was at 10 am so I am doubting it had been cleaned that day.

Feel that there is just lack of care here. The system makes everything difficult and when you finally see someone there is no person-centered feel at all.
I feel the question 'is it an emergency' quite ridiculous. A & E is for emergencies. It makes you feel bad about needing help for an illness. It would actually mean that you never ask for an appointment. It just feels all wrong.

We find the surgery good as English is not our first language. We have not used language line as yet, I support my partner if needed at appointments. So far it has not been an issue.

The receptionists here are quite rude. I only get an appointment if I walk-in at 8am. I fell the way the surgery is run as a business is not a way to run a business. It needs seriously looking at. Staff that care and are happy would be a good start!

I have been under this practice for many years. It has been excellent over that time. Particular vigilance has been given in my referrals for scans where cancer was diagnosed. However, recently my GP said he needed me to come back in a week after starting some new medication, but he said he would not be around so gave me another doctors name and a letter to then give to reception. The reception team said that 'due to allocation' or 'held back' appointments they could not make the appointment. I asked to see the Practice Manager, and they thankfully sorted it out.
It was just a bit stressful, and quite unnecessary, as it is not my problem. They should all know the system, and if the PM could sort it, then surely this means the system can be bypassed when a GP has asked for this to happen. I was made to feel 'in the middle' of this which felt like a dispute between the GP and Reception team, and did come over as rather unprofessional.