Swan Surgery

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Based on 282 reviews
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Swan Surgery

Reviews (282)

Debacle with prescriptions

July 27, 2020
I asked for a repeat prescription to be set up and issued for all three of my medications. The prescription was sent to Cambridge. When my local pharmacy finally got it back it was only for one of my drugs. Now I have to request it again and make a third trip to the pharmacy.
Anonymous

Difficulty obtaining face to face appointment

July 18, 2020
Difficult telephone contact. Requirement to tell receptionist why I'm calling - my medical concerns and conditions are confidential. Receptionists and pharmacy staff remain polite and professional however. Brief and cursory telephone consultation no rapport with doctor. Off hand notice on website about now closing on Saturday. The overall feeling is that patients are just a nuisance. This used to be a friendly and understanding surgery that sorted out your problems efficiently and with respect of its patients. Not sure what's happened but it's all gone now.
Anonymous

Awful

July 8, 2020
This surgery used to be amazing, however it’s definitely not now. Useless phone system often not working and when it is, you can queue for 2 hours. I am now looking for a new gp as I’m sure there must be a better service than this. Awful practice now. Such a shame.
Sara Copping

Not being given Diagnosis

May 23, 2020
Finding out that I have an issue with my Heart, when I got my Medical Records, and not being told ?!
Anonymous

Reply from Swan Surgery

I am sorry you have been made aware of something when viewing your medical records. If you need to discuss this with a clinician we would be happy to do that with you.

Please complete an e-consult Admin request. Accessed from the home page of our website (https://www.swansurgery.org.uk/), click "get started" and "Aministrative Request". We wiill get back to you by the end of the next working day with advice and if necessary details of the next steps which may include a telephone call with a clinician.

I hope this is helpful.

Provider responded

Excessive call wait time, an hour and19 min

April 28, 2020
I had a very straight forward request regarding the completion of an MCCD to assist with the online pre registration of the recent death of my wife. The online form asks if such a form has been completed. I looked for information that may help on the surgery website but could not find any and I also tried the online chat only to find it was unavailable. I have no doubt that the individuals working at the surgery are doing there very best and I make no complaint or criticism of those people doing there best. However in these very challenging times timely and effective communication, information and expectation control are more critical than ever, particularly for those going through distressing times.
William Hanson

Reply from Swan Surgery

I am very sorry you have had difficulty communicating with the Surgery to get the information you required. If your issue has not yet been resolved please contact us again.

Clearly 1 hour and 19 mins is an unacceptable amount of time for anyone to be in a telephone queue. Between our two surgeries (Swan and Forest) we field approx 20,000 calls per month. It is sometimes difficult to predict the flow of these calls and some calls with patients can be quite lengthy and we don't want callers to feel rushed.

We are encouraging people to use other means of communication with the Surgery to help us manage the demand. This includes Live Web Chat which we are trialling (and therefore not online all the time) and e-consult (our preferred method of patient contact as this is the best way to get a quick response from one of our clinicians. This can be accessed 24/7 from the home page of our website (https://www.swansurgery.org.uk/), click "get started" and follow the options through. By doing this you will be able to provide most/all of the information the Clinician needs. You will get a response by the end of the next working day with advice and if necessary details of the next steps, which may include, collecting a prescription; a telephone, video consultation or Face to Face appointment. This service can (and should) also be used for making Administrative requests or requesting blood test results and MED3 requests..

I will take a look at our website to ensure the necessary information is on there going forward. Thanks for highlighting this so we can make improvements to our service.

Provider responded

Mental health

April 24, 2020
I’ve never had such understanding doctors, who really care, genuinely want to help and they never try to move you on quickly. The support I’ve received from them as doctors are better than any support I’ve received from doctors in the whole 25 years of my life and I’ve been with them for 3 months. I have recommended all my loved ones to swap doctors.
Kerry Whiting

Reply from Swan Surgery

Thanks for your positive feedback, it's nice to hear when things are going well for patients alongside where we need to make improvements.

Provider responded

Flare up of ongoing condition.

March 3, 2020
Seen promptly. Offered great explanations, tests and treatment plan.
Always very impressed with this surgery. All doctors, nurses and reception staff friendly, knowledgeable, professional and helpful! Well done :)
Lisa Osborn

Reply from Swan Surgery

Thanks for your positive feedback, it's nice to hear when things are going well for patients alongside where we need to make improvements.

Provider responded

have to make an appointment weeks in advance

February 23, 2020
Have to make an appointment weeks in advance. Rubbish.
Anonymous

Reply from Swan Surgery

The best way to get a quick response from one of our clinicians is by using our e-consult service. This can be accessed 24/7 from the home page of our website (https://www.swansurgery.org.uk/), click "get started" and follow the options through. By doing this you will be able to provide most/all of the information the Clinician needs. You will get a response by the end of the next working day with advice and if necessary details of the next steps, which may include, collecting a prescription; a telephone, video consultation or Face to Face appointment. This service can (and should) also be used for making Administrative requests or requesting blood test results and MED3 requests..

Provider responded

Great GP, when I can get into see her

February 17, 2020
My doctor is great but the overall service from the practice has gone down hill. It's very hard to get them to answer the phone and I now have to wait a month for an appointment with my doctor. They seem good with emergency appointments but not great for continuing care.
Anonymous

Don't solve problems

February 13, 2020
I have had ongoing issues for a few years, which remain unresolved. Plenty of tests but no follow up or resolution. I have been made to feel like a hypochondriac and now wont go back to the surgery if at all possible. Doctors have told me its psychological when there have been results on tests that demonstrate medical issues. I have frequently been asked "what do you want to do" but with no options or advice from huffy doctors. I've been told to research online, but not given practical advice. I appreciate the NHS is stretched but this surgery does not operate with any duty of care or consideration for the patient.
Anonymous

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