The Swan Medical Centre - Ratings and reviews
Reviews
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Review titled Very good experience
Rated 5 stars out of 5
by Geoff Edgcumbe - Posted on 03 April 2024
Extremely surprised by the way the office has changed, office manager very well organised and officiant, well done for the change (10 out of 10
Visited April 2024
Review titled The Swan Medical Centre
Replied on 08 April 2024
Dear Patient Thank you for your kind words. The practice as always reviews current processes and we continue to look at ways of making changes to improve the services for our practice population. This has included increasing the number of staff on reception and also the clinical team members. The practice will continue to improve services and we welcome the feedback received. Many thanks Swan Medical Centre
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Review titled Shareef Pharmacy referral for child
Rated 4 stars out of 5
by Sarah - Posted on 06 April 2024
My son had been poorly with a sore throat for about a week and we'd been treating it at home, it became clear that he probably had an infection that needed penicillin. It did take me 40 minutes to get through to a receptionist and the online referral was at capacity already - despite it being 8am. After describing what was needed to the receptionist I later received a text message to go to Shareef Pharmacy on Church Road. I have to admit I was a little annoyed as I knew my child needed antibiotics - he's had this issue previously. Whilst we were getting ready to go I received a call from the pharmacist who explained she is able to prescribe antibiotics. We visited the pharmacist, who was excellent, she looked at my son, saw the problem and prescribed a course of penicillin. It's been three days and he's starting to get better. I cannot recommend this service enough. The issue was what I would describe as a fairly simple medical matter which we'd had experience of before. So I would definitely recommend Shareef Pharmacy service to any other patients with this type of issue. My only constructive criticism would be letting the patients know that this pharmacist can now prescribe medication - as I was unware of it (to be fair I rarely visit the GP so am unsure if there are any posters about it). Also, try to get calls answered a little bit quicker in the morning! As stated, I called at 8am, was fifth in line but it still took over 40 minutes for the call to be answered which in my opinion isn't up to standard. It might be worth ensuring there are more staff who can answer calls for the first half an hour. However, the service we had was great and thankfully my son is starting to get much better.
Visited April 2024
Review titled The Swan Medical Centre
Replied on 08 April 2024
Dear Patient Thank you for the feedback provided. I would like to advise the referral to the pharmacy has been available to patients and this service is used in addition to the services provided in practice. I would like to apologise that you had not been made aware of this. I will advise the reception team to inform patients of this service. I would like to apologise for the delay in getting through to the reception team, we have recruited more receptionists to meet the demand of patients ringing the surgery. I would advise patients do have the option to complete the online form rather than ringing through to the surgery at 8am. I am pleased to hear your son is starting to feel better and again would like to apologise for the upset caused. I would be happy to discuss further if you would like to contact me at the surgery. Many thanks Practice Manager Swan Medical Centre.
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Review titled Rude admin
Rated 2 stars out of 5
by Anonymous - Posted on 18 April 2024
I had contacted the surgery as I was struggling to have my baby weighed with the health visiting team and wanted to discuss being referred to another local health visiting team. A receptionist called me and told me it wasn’t possible, I explained that I hadn’t been able to have my baby weighed for 6 months and wanted to be referred. She then put me on hold, I could then hear her and the other admins (I assume) mocking me. This was rude and unprofessional.
Visited April 2024
The Swan Medical Centre has not yet replied.
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Review titled Worse practice
Rated 1 star out of 5
by Anonymous - Posted on 08 April 2024
I requested an appt on Friday through the accurx form only to receive a message to say book an apptfor 3 weeks time through the link! The link don't work and needed to be seen on the day. Called on monday only to be told complete the form again! What a shambles of a surgery! I explained I done this already. You just go round in circles and they are very unhelpful until you say you are raising a complaint! Surgery is going downhill and I will be looking to change mine. If anyone is thinking of joining this surgery please avoid. Sometimes you are holding for over 40 mins to speak to reception.
Visited April 2024
Review titled The Swan Medical Centre
Replied on 08 April 2024
Dear Patient, I would like to sincerely apologise for the upset caused and advise we routinely review the appointment system in practice, which we had recently made changes to back in January 2024. The system has been designed to make it easier for patients to be able to get an appointment using the link via the practice website. If patients do struggle the reception team are there to help and support patients. The requests are reviewed by a doctor-on-call who will advise the best course of action. I am sorry to hear that you had difficulty accessing the link and I would be happy to discuss your concerns. I will discuss your comment at the next review meeting as we are continuing to make changes for the benefit of our practice population and feedback is very much appreciated. Thank you Swan Medical Centre.
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Review titled Amazing practice
Rated 5 stars out of 5
by Laura - Posted on 27 March 2024
I have been a patient at the Swan Medical Centre for many years and I am extremely grateful and happy with the service. The doctor has made me feel able to cope with my ongoing illness helping me to feel heard and I will forever be grateful of that. I would highly recommend the Swan Medical Centre to anyone feeling they want support with any medical condition. Also I would like to add the reception staff always go above and beyond to help me. So thank you to everyone.
Visited March 2024
Review titled The Swan Medical Centre
Replied on 08 April 2024
We would like to thank you and appreciate the feedback. The practice has made changes over the last few months to improve the services for patients we are continuing to make further changes in practice to support the patient population and as always we aim to give the best possible care and treatment to our patients and we would like to say thank you for your kind words.
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Review titled Excellent, efficient, caring
Rated 5 stars out of 5
by Stephen Cox - Posted on 06 February 2024
I can’t praise this practice enough. Phoned at 8.20. Spoke to a kind and friendly receptionist and after a call back that morning was offered an afternoon face to face appointment the same day. When you arrive you can do a self check in and I only had to wait five minutes. My prescription was sent straight to the Village Pharmacy and I picked it up on he way home
Visited February 2024
Review titled The Swan Medical Centre
Replied on 13 February 2024
We would like to thank you for your comment. As always we aim to give the best possible care and treatment to our patients and would like to say thank you for your kind words. As always we will continue to make changes and improve services for our patients. Thank you.
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Review titled Long wait for prescription
Rated 3 stars out of 5
by Anonymous - Posted on 20 December 2023
My 2 year old had a chest infection. I was told the wait for the prescription would be 10-15 mins. 35 mins later the prescription was finally received by the pharmacy next door. Unfortunatly they were out of stock on one item and she needed it that day. I advised the receptionist that I wasn't happy with the length of the wait, especially having my poorly 2 year old. Not an ounce of compassion just excuses that it wasn't their problem that the item wasn't in stock, then followed by a sarcastic apology. No issue with Dr very efficient and friendly.
Visited December 2023
Review titled The Swan Medical Centre
Replied on 27 December 2023
Dear Patient, I would like to sincerely apologise for the upset caused, the delay with the prescription and the service provided by the reception team. I would like to advise your feedback will be discussed with the reception team and I hope you manage to get the prescription item requested. If you would like to discuss further please do not hesitate to contact me. Please accept our sincere apologies. Thank you Swan Medical Centre
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Review titled gone down
Rated 1 star out of 5
by Anonymous - Posted on 11 December 2023
This surgery keeps getting worse and worse. These days theres no way of getting appointments you phone at 8 on the dot but says user busy. Theres nothing online available as they have less staff which is ridiculous. Just become very complicated whereas few years ago it was ok and organised
Visited November 2023
Review titled The Swan Medical Centre
Replied on 12 December 2023
Dear Patient I would like to sincerely apologise for the upset caused and I would like to advise we regularly review the appointment system in practice. I would like to advise the practice online triage service will be fully available mid January for patients to book online. The practice over the last 2 years has increased the number of clinical staff members so patients are able to see other clinical staff if the GP is not available. The practice has struggled with recruitment of reception staff but we aim to provide the best possible service. I would like to apologise and I would be happy to discuss further. Thank you Swan Medical Centre
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Review titled So helpful and responsive
Rated 5 stars out of 5
by Anonymous - Posted on 10 October 2023
I quickly received a phone consultation about a persistent post-Covid cough. As ever, our GP was attentive, friendly and very thorough. Our family feels fortunate to always have such good experiences with our GP and the practice. Appointments are always arranged quickly when needed. Really excellent. Thank you.
Visited October 2023
Review titled The Swan Medical Centre
Replied on 11 October 2023
We would like to thank you for your comment. The practice team has grown over the last couple of years to include additional clinical team members which has enabled the practice to provide more appointments. We are continuing to make further changes in practice to support the patient population and as always we aim to give the best possible care and treatment to our patients and we would like to say thank you for your kind words.
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Review titled Dissapointed
Rated 2 stars out of 5
by Bev - Posted on 10 August 2023
I have been trying for 3 days to get an appointment, I have sat on the phone for 30 mins + to be told there are no appointments, clearly in my opinion the process is flawed and something needs to change, the anxiety this causes is not good for anyone's wellbeing. I know that you will sincerely apologise but please look at the process, I have no issue with any of the staff I have been with this practice for many many years and have never had a problem but currently it's dreadful and it's such a shame because I have always rated my GP's surgery. Please listen to your patients, the process is just not working ......
Visited August 2023
Review titled The Swan Medical Centre
Replied on 14 August 2023
Dear Patient I would like to sincerely apologise for the upset caused and I would like to advise we regularly review the appointment system in practice. As a practice we have increased the number of clinicians and the reception team are trained to care navigate patients depending on the medical issue. I would also like to advise future appointments are available to patients. I would like to sincerely apologise and I would be happy to discuss further. Thank you Swan Medical Centre