Swan Surgery
Feedback Rating
Based on 282 reviews
Reviews (282)
Brilliant
April 7, 2025
I really like using Anima to get appointments I find it easy to use and find that you get good information back and get some choice about who to see. I'm okay with using online systems so haven't found it difficult.
Great
April 7, 2025
It's a great surgery for appointments and the staff I've seen have been good. They deliver medication to me which is really helpful but they don't say when it will be coming and I have to be here for the delivery due to the medications I receive. It would be so helpful if they could text or call to let you know and can ensure you're in.
Recurring Anterior Uveitis
April 3, 2025
A few years ago, I tested positive for the HLA-B27 gene. If you have HLA-B27, it predisposes you to autoimmune diseases. An autoimmune disease is when your immune system attacks your own cells. I suffer from recurring anterior uveitis.
I've had it about 10 times in the last 14 years. I know the symptoms. I know exactly how it presents. It's vital to get prompt treatment or it will damage your eyesight. My left eye has been weak and blurry since birth. I can't read words with just my left eye. Up until now, I have only had uveitis in my left eye, but on Tuesday morning, I woke up with it in my right eye....my only good eye. The specialist I see at the eye clinic wrote to the doctors at the Swan, requesting that they issue me with the relevant steroid drops and dilation drops if I have uveitis symptoms. On Tuesday I was already extremely anxious because of it being in my good eye. I phoned the surgery and explained to the receptionist. She told me I would need to speak to the dispensary and put me through. Dispensary said I would need to make an appointment. She couldn't put me back through so I had to dial again. All this time I can't see properly out of either eye and time is of the essence. The receptionist told me they were "at capacity" and couldn't see me. I explained the letter and the urgency and she just repeated that they were at capacity. I got upset and told her that I could go blind in my only good eye and that there was a reason that the specialist had sent the letter. Like a robot she just repeated the same sentence....not even any empathy in her voice. Can you imagine being frantic with worry for your already compromised eyesight. I then had to dial 111 and wait for their response, hoping that they might be able to issue a prescription. They couldn't but advised me to go to A&E. A&E was packed. Eventually I was seen by a doctor who contacted the eye clinic and got me an emergency appointment. There was only one eye doctor at the clinic. Not only did he have to see his normal appointment patients, but also the emergencies, like me and yet he treated me like I was his only patient. He was lovely. I left the hospital 6 hours after arriving. The poor staff were rushed off their feet. The eye doctor, I'm sure was there way beyond the time he was supposed to finish. I actually asked him if he'd eaten. He smiled and said "Oh don't worry about me." If the Swan had just done as requested by the specialist at the eye clinic, I wouldn't have spent 6 hours clogging up an already overworked A&E department. I've been with the Swan Surgery since before they moved to their current site... At least 30 years. I will not be with them anymore.
I've had it about 10 times in the last 14 years. I know the symptoms. I know exactly how it presents. It's vital to get prompt treatment or it will damage your eyesight. My left eye has been weak and blurry since birth. I can't read words with just my left eye. Up until now, I have only had uveitis in my left eye, but on Tuesday morning, I woke up with it in my right eye....my only good eye. The specialist I see at the eye clinic wrote to the doctors at the Swan, requesting that they issue me with the relevant steroid drops and dilation drops if I have uveitis symptoms. On Tuesday I was already extremely anxious because of it being in my good eye. I phoned the surgery and explained to the receptionist. She told me I would need to speak to the dispensary and put me through. Dispensary said I would need to make an appointment. She couldn't put me back through so I had to dial again. All this time I can't see properly out of either eye and time is of the essence. The receptionist told me they were "at capacity" and couldn't see me. I explained the letter and the urgency and she just repeated that they were at capacity. I got upset and told her that I could go blind in my only good eye and that there was a reason that the specialist had sent the letter. Like a robot she just repeated the same sentence....not even any empathy in her voice. Can you imagine being frantic with worry for your already compromised eyesight. I then had to dial 111 and wait for their response, hoping that they might be able to issue a prescription. They couldn't but advised me to go to A&E. A&E was packed. Eventually I was seen by a doctor who contacted the eye clinic and got me an emergency appointment. There was only one eye doctor at the clinic. Not only did he have to see his normal appointment patients, but also the emergencies, like me and yet he treated me like I was his only patient. He was lovely. I left the hospital 6 hours after arriving. The poor staff were rushed off their feet. The eye doctor, I'm sure was there way beyond the time he was supposed to finish. I actually asked him if he'd eaten. He smiled and said "Oh don't worry about me." If the Swan had just done as requested by the specialist at the eye clinic, I wouldn't have spent 6 hours clogging up an already overworked A&E department. I've been with the Swan Surgery since before they moved to their current site... At least 30 years. I will not be with them anymore.
Would have given you 5 stars till now
April 3, 2025
Tried to use Anima as encouraged by your receptionist. My preferred GP isn't even on the list. Put in another name at random and soldiered on till for some reason I found myself back at the beginning, none of the information I'd given saved.
Trying to get an appt is impossible
March 27, 2025
For those of us that work shifts and work full time Anima does not work. I can’t always fill in an Anima request at 6am to make sure I get to speak to someone that day and then you have to start the process all again the next day! The system is great if you just want some advice but not for when you actually want to see a GP when it’s convenient for you!
Shocking
March 18, 2025
Phoned up and spoke to the receptionist who was absolutely rude. She refused to leave a note for the dr, for the dr to decide whether or not to prescribe me antibiotics for an ongoing condition that I have, she asked inappropriate questions. Ive frequently been told from receptionist that they would leave a note for the dr without myself requesting and today she completely dismissed me.
Tried using anima …waste of my time .
March 11, 2025
Filled in anima form . Offered an appointment on anima, not quick enough and all appointments gone . Rang receptionist and she said I would just have to do the whole thing again tomorrow because I had said my appointment was routine ( my condition is chronic ) . Very frustrating and so inflexible . Is this good patient service ? Generally when I get to see a dr they are great but the system is not at all patient friendly .
Anima GP Not Helping Patients As It Should Be
March 3, 2025
If Anima GP is helping the doctors and staff, then that is a good situation.
However, it is certainly NOT helping patients with progressing requests.
I see others are saying the same and i have neighbours who are complaining about it also.
This was reported to management a while ago.
Generally the GP service is very good,. Nurses are very helpful. The dispensary are on the ball, but the pharmacy less so. Receptionists are doing their very best in hostile patient climate.
However, it is certainly NOT helping patients with progressing requests.
I see others are saying the same and i have neighbours who are complaining about it also.
This was reported to management a while ago.
Generally the GP service is very good,. Nurses are very helpful. The dispensary are on the ball, but the pharmacy less so. Receptionists are doing their very best in hostile patient climate.
Good Service but Anima is Glitchy
December 16, 2024
I have had lots of positive experiences at Swan Surgery over the years, however, the new Anima booking system and reception staff attitude has been a bit of a let down today unfortunately. Hopefully this is just a one off.
Whilst the new system for booking seems to be simple and quick to use, there is a serious glitch, whereby I have booked an appointment which has displayed as a telephone call, both on the Anima dashboard and in the confirmation email I received, but having not had a phone call at the time selected when booking the appointment, I called the surgery 30 minutes later and was advised that I had booked a face to face appointment, not a telephone appointment, according to the system their end, therefore had missed my appointment. Another appointment was booked in (telephone) but I explained that all the correspondence I have says it’s a telephone call but the reception staff didn’t seem to believe me.
I have asked the surgery to look in to this error, and have sent them screenshots of the appointment as displayed on Anima my end, as well as the booked confirmation email, however, the staff seem resistant to do anything about it, as they say the appointments are showing correctly on their end and they have had no other issues with people not turning up for their appointments.
If this doesn’t get looked into I am concerned that this could result in multiple missed appointments and wasted time for the Drs. Therefore, until I am certain this issue is fixed, I don’t think I would like to rely on booking an appointment solely through Anima, especially if the reception staff aren’t going to take the issue seriously and make sure it is fixed.
Whilst the new system for booking seems to be simple and quick to use, there is a serious glitch, whereby I have booked an appointment which has displayed as a telephone call, both on the Anima dashboard and in the confirmation email I received, but having not had a phone call at the time selected when booking the appointment, I called the surgery 30 minutes later and was advised that I had booked a face to face appointment, not a telephone appointment, according to the system their end, therefore had missed my appointment. Another appointment was booked in (telephone) but I explained that all the correspondence I have says it’s a telephone call but the reception staff didn’t seem to believe me.
I have asked the surgery to look in to this error, and have sent them screenshots of the appointment as displayed on Anima my end, as well as the booked confirmation email, however, the staff seem resistant to do anything about it, as they say the appointments are showing correctly on their end and they have had no other issues with people not turning up for their appointments.
If this doesn’t get looked into I am concerned that this could result in multiple missed appointments and wasted time for the Drs. Therefore, until I am certain this issue is fixed, I don’t think I would like to rely on booking an appointment solely through Anima, especially if the reception staff aren’t going to take the issue seriously and make sure it is fixed.
I don't use online so it harder I think
December 11, 2024
The surgery want us to use AIMA online but I don't use computers so instead I phone, I usually get through between 15-30 mins and I will sometimes be able to get an appointment on the day but if not I am asked to call back the next day and I have to go through all of the exact same questions again which is rather frustrating which is why its harder if you dont use online. Car park is a bit small for how many people use the surgery.
