Victoria Surgery Feedback Centre 2020

Dr was very caring and very thorough!

February 10, 2021

I rang the surgery and a lovely receptionist took details and told me a doctor would ring in the afternoon. Dr rang me and after a discussion I was told to bring my daughter to the surgery within 15 minutes. The doctor was unable to identify what was wrong with my daughters eye as she was in severe pain and unable to open it. Dr was so caring and gentle at all times and asked me to wait whilst they rang the hospital. My daughter was given an appointment at the hospital within 1.5 hrs and was seen by amazing doctors and nurses who were able to open the eye with an anaesthetic eye drop and diagnose the problem causing the pain, give appropriate prescriptions and offer a follow up appointment a few days later. Dr was outstanding and I knew they wanted to ensure daughter was treated and not left as she was. Their kindness and genuine care for my daughter really stood out which is why I wanted to leave this review.

Anonymous

Reply from Victoria Surgery

Thank you for this lovely feedback it is really appreciated

One doctor spoils it for the whole surgery!

February 9, 2021

Asked for assistance with regards to a minor, only to be told, by the doctor himself "I have people dying from Covid, i don't have time for this...". Waited 2 weeks for this appalling phone appointment. It wasn't like he was my first port of call, I had exhausted all other routes and everyone else had said, GP needs to make the referral! So now we are stuck in limbo with ZERO faith in our GP.

Anonymous

Reply from Victoria Surgery

I am sorry to hear that you had such an upsetting experience with a GP at our surgery. I would like to suggest you contact the Practice Manage to discuss this further.

Excellent GPs and Nurses

January 8, 2021

They have always taken time to explain things to me. I always feel valued.

Hannah

Always helpful

December 1, 2020

Best doctors practise in Bury St Edmunds, reception staff are polite, organised, and efficient.

Maxine Vince

Reply from Victoria Surgery

Thank you for your kind comments. I will pass your message on to the reception team

Visit to practice Nurse

October 24, 2020

The Nurse was so kind, gentle and very caring when dealing with my surgical wound.

Anonymous

Reply from Victoria Surgery

Thank you for you very kind feedback, I will ensure to pass it onto the nursing team. We are very proud of the service ours nurses offer to our patients especially during this pandemic when they are working additional hours

Unable to get face to face appt

September 29, 2020

Having to tell unqualified reception staff before what is wrong with us .before a doctor even rings us is terrible .
we have not been offered a face to face appt since feb .which I feel is a case of maybe missing something important

Anonymous

Reply from Victoria Surgery

The GP's at the Practice have requested the reception staff ask patients on booking an appointment the nature of their illness. This can sometimes inform the correct type of appointment you should be offered as this maybe with a nurse or other members of the clinical team.
Face to face appointments are available to patients when they have been triaged by the GP and they have determined a face to face assessment is required. This will either be via video consultation or a visit to the surgery at an agreed time.
We are also seeing patient's face to face who have long term conditions such as asthma who require annual reviews.
Our reception staff are provided with a set of guidelines by the management and GP staff which they must follow.
If you would like to discuss your concerns further please contact me at the surgery

Terrible

September 28, 2020

Phoned 2 weeks ago for a triage appointment today, only to be told that the doctor is busy today and I need to phone back on Wednesday.
I took the day off work for this appointment and now don’t even have one!

Emma Beedie

Reply from Victoria Surgery

We have routine appointments bookable up to two weeks ahead. Our lines open at 8am for morning surgery and then again at 12 for afternoon and evening appointments. We must book patients as they request appointments and unfortunately this may mean patients who call later may be told the doctor is "fully booked" for that day.

I am happy to discuss this with you further if you wish to contact me at the surgery on 01284 725550

Always very helpful positive and supportive.

August 17, 2020

Always give the impression that nothing is too much trouble even when it really is not easy to resolve.

Anonymous

Reply from Victoria Surgery

Thank you for your very kind words at a time when we are trying to do the best we can to meet the needs of our patients. I will pass this onto our reception team

Reception Requires Better Training

August 3, 2020

Communication issue with reception to the point where I felt I was about to cry. Oddly enough members of the public are not experts about specific practice processes or general NHS procedure. Higher empathy should be employed when speaking to public given this is a health service and conditions are often of a sensitive nature- I would expect it to be built into training.

Anonymous

Reply from Victoria Surgery

I am sorry to hear your experience of our reception team was not of the standard we would expect. The reception team undergo training on an ongoing basis and in particular where a patient has raised a concern we address those training needs directly.
I would ask you to contact me directly at the Practice so we can discuss your individual experience and how we can improve our service in the future.

Been a patient for 38 years, NEVER had a bant

March 22, 2020

Over time, I have seen several different doctors and nurses, All including the receptionists, are without exception knowledgeable, caring and fantastically helpful. You never feel rushed, or trying to get yopu out in a hurry. Hopefully, all practices should be like this. If not, they should.

Roger Holton

Victoria Surgery