Fakenham Medical Practice

Thank you for your feedback. On the matter of getting through to the surgery by phone in February 2016 a number of long awaited changes to the telephone system at the practice were introduced. As well as increasing the number of dedicated incoming lines for patients the automated attendant has been configured to allow call queuing on the main surgery number 01328 851321. Callers are offered four options:- press 1 to use the automated system to book, cancel or amend a GP appointment , press 2 to speak to a receptionist to book cancel or amend an appointment, press 3 to speak to a member of the dispensary team, or press four for all other enquiries. If the option is busy callers will automatically be placed in a queue for the option they have selected and be informed at regular intervals of their position in that queue. Patients are requested to call for test results using option 4 after 11 a.m. when the lines are less busy.

In February 2016 a number of long awaited changes to the telephone system at the practice were introduced. As well as increasing the number of dedicated incoming lines for patients from 4 - 6 the automated attendant has been configured to allow call queuing on the main surgery number 01328 851321. Callers are offered four options:- press 1 to use the automated system to book, cancel or amend a GP appointment , press 2 to speak to a receptionist to book cancel or amend an appointment, press 3 to speak to a member of the dispensary team, or press four for all other enquiries. If the option is busy callers will automatically be placed in a queue for the option they have selected and be informed at regular intervals of their position in that queue. Patients are requested to call for test results using option 4 after 11 a.m. when the lines are less busy. We do hope that you will find these changes to the system improves your ability to make an appointment. There is also an online facility to book an appointment with your own GP but you first need to register with the practice for a User Name and password.

We do apologise that you had what appears to have been an unacceptable experience. If this ever happens again please ask for the nurse's name and contact the practice manager by phone or in writing and report what has occurred. She will investigate your complaint, take any action which is necessary to prevent a re-occurrence and respond to you within 10 working days. You are free to do what ever you wish but taking antibiotics purchased on the internet can lead to serious consequences not only for your own health but also for that of others. We have on average 80 calls within the first two hours of any working day from patients wishing to be seen that day. These calls are taken by a fully trained nurse to assess the patient's condition and decide on the appropriate course of action be it to book an appointment with the Duty GP that day, issue self care advice, arrange for prescription to be issued or arrange for a home visit or any other action as is necessary for the patient's health.

We are pleased that your daughter received the appropriate treatment by using the Triage service. Thank you for your kind words.

In February a number of long awaited changes to the telephone system at the practice were introduced. As well as increasing the number of dedicated incoming lines for patients the automated attendant has been configured to allow call queuing on the main surgery number 01328 851321. Callers are offered four options:- press 1 to use the automated system to book, cancel or amend a GP appointment , press 2 to speak to a receptionist to book cancel or amend an appointment, press 3 to speak to a member of the dispensary team, or press four for all other enquiries. If the option is busy callers will automatically be placed in a queue for the option they have selected and be informed at regular intervals of their position in that queue. Patients are requested to call for test results using option 4 after 11 a.m. when the lines are less busy. You can also book an appointment with your GP on line and you may also walk in to reception and book face to face with a receptionist.