Willerby and Swanland Surgery - Ratings and reviews
Reviews
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Review titled Thanks to all concerned
Rated 5 stars out of 5
by Margaret - Posted on 23 April 2024
My nearly housebound mother had a worrying spot on her face. I took a photo into the surgery and the receptionist could not have been more helpful,. She sent me a link to send the photo in. Within 3 hours, a doctor had phoned to say it was non cancerous which gave great reassurance. Many thanks for your efficiency in dealing with this
Visited April 2024
Willerby and Swanland Surgery has not yet replied.
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Review titled Not a great start
Rated 1 star out of 5
by Scott Taylor - Posted on 08 March 2024
Joined this practice 2 weeks ago, called at 10am today to book my new patient medication review. I was told there was no appointments and they couldn't do anything for me. How is there no appointments? I was told I had to called 8am on the day. This is a non emergency appointment, surely you can book me in the following week. I can not ring at 8am as I am at work at that time. If I am unable to get an appointment then I will not be able to get my epilepsy medication which is preventing me from having severe seizures. This seems negligent from the practice, how hard it is to book me an appointment in for next week or the week after?
Visited March 2024
Willerby and Swanland Surgery has not yet replied.
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Review titled Awful reception service!
Rated 2 stars out of 5
by Anonymous - Posted on 19 April 2023
Always worried to ring this place for appointments as the reception team, (or somebody in particular) makes you feel unvalued. ‘They’ are Unbelievably rude and nearly left me in tears the way i was spoken too. So so patronising and passive aggressive from reception. Awful behaviour when somebody is clearly ringing for an appointment as they are worried about themselves! this doesn’t make people feel any better. This definitely needs to be sorted out, you shouldn’t dread ringing your doctors because of how a lady in reception might speak to you.
Visited April 2023
Review titled Willerby and Swanland Surgery
Replied on 20 April 2023
Thank you for bringing this to my attention and I am sorry you feel you were not treated with empathy and understanding by our reception team. We spend a great deal of time with the whole team training and improving our services, this is done through various training means , such as on-line and face to face. We are constantly trying to manage the demand from patients by offering solutions to their problems, which may not always need to be dealt with by a GP. The reception staff have recently undergone Care Navigation training in order for us to help you get seen by the correct healthcare professional to deal with your needs. We will discuss your concerns at our next staff meeting and hope you are satisfied with our service the next time you need to contact the practice. I would welcome the opportunity to speak to you directly to discuss further. Thank you Jo McWilliam, Patient Services Manager
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Review titled Mixed feelings
Rated 3 stars out of 5
by Anonymous - Posted on 19 April 2023
Some of the GPs at this practice are absolutely outstanding. Some have a less than desirable bedside manner. What really lets the practice down though is all the staff who are not clinicians - so the secretaries and receptionists. They are rude, unfriendly and make you feel like you are a big inconvenience to them if you make a simple enquiry. Also, I’ve noticed that you now have to sit on hold for up to 30 minutes to get through to reception on the phone these days (not just at 8am when people are ringing for appointments). I’ve been with this surgery for over 30 years and I feel that, sadly, it is slowly declining. The new building is very nice though (although patient parking can still be an issue at busy times).
Visited April 2023
Review titled Willerby and Swanland Surgery
Replied on 20 April 2023
Thank you for your comments, sorry that you feel our receptionists and secretaries are not helpful, this is not our intention. We spend time training all our administrative staff and we are constantly striving to improve our services. We will discuss your concerns at the next staff meeting and I hope the next time you contact the practice, your query will be dealt with in a satisfactory and professional manner. With regard to our phone system, we now have apporx. 9,500 patients registered, our lines are extremely busy all day long. We instigated the call waiting system so patient would be aware they were in a queue and that an indication of how far in the queue they were so they could then decide whether to hang on or call back at another time. Obviously, our phones are busy first thing in the morning and again at 10am when the prescription and results line opens. Usually at other times of the day the phones are answered quickly, however staff number do have a bearing on call waiting times. Our statistics show we take on average over 1200 call per week, with around 90-100 calls between 8 and 9 am. In order to cut down on telephone contacts, we are encouraging those patients who can, to use online access to make appointments, order prescriptions and view test results. Hopefully in the future as more patients use this technology, the telephone will become less busy. Thank you Jo McWilliam Patient Services manager
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Review titled Unfriendly and uncaring
Rated 2 stars out of 5
by Anonymous - Posted on 12 November 2022
This is not a very friendly practice. A visit often leaves me feeling misunderstood and resigned to the fact that I need to look elsewhere for help. They are not very understanding of some health conditions. The move to a new building has not improved the service, and the location is difficult for many to reach.
Visited November 2022
Review titled Willerby and Swanland Surgery
Replied on 15 November 2022
Hello, I am sorry that you feel we do not understand your health issues, this is not our intention. We pride ourselves on offering a friendly and caring service to all our patients without prejudice. I would be more than happy to discuss your concerns in greater detail, if you would like to contact me directly. The move to the new premises has allowed us to offer enhanced services to our patients such as MSK practitioners on site, Community Link Worker, Mental Health Coach, additional nurse services and improved access GP appointments. We understand that the move to Lowfield Road in Anlaby has caused difficulties for some patients, however our old premises were no longer suitable to deliver an enhanced service provision. We have already been able to increase our healthcare services and now have the scope to improve and expand in the future which we hope will be of benefit to all our patients in the longer term. Jo McWilliam Patient Services Manager Tel: 01482 652652
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Review titled Monday only for registering as new patient
Rated 1 star out of 5
by Adrian Faben - Posted on 01 November 2022
So went to register today, only to be told that they only register new patients on a Monday and you have to queue for limited number of forms. Having just moved to the area and informed that I have to change GP by my old practice. I find this surgery to be not very accommodating for people that have to work and possibly cannot get there on a Monday so have no chance of registering. What’s wrong with giving a form out and asking to return it on the Monday, it is hardly hard work to just hand out a form but the receptionist would not even listen. Walked out in utter disgust at the way you are treated in this surgery by reception
Visited October 2022
Review titled Willerby and Swanland Surgery
Replied on 02 November 2022
Can I please take this opportunity to thank you for your comments and assure you that we are trying to accommodate as many requests as are able to. However, we are in a position where we have many more applications to register than we are able to do and maintain clinical safety for our patients. We were aware that once moved we were very likely to see a high level increase in applications and as such it was agreed with our local commissioning group and NHS England, to open our patient list to new applications in a measured way , which was equitable for all applications. So as to not overwhelm the surgery it was agreed with our commissioners to limit the number of applications and rather than limit the forms to once a month, we took the decision to hand out weekly. Monday was decided for no other reason than we had to choose a day. Anyone can come on Mondays to pick up a form , it does not have to be the applicant themselves .We do however request that the application form is returned by the patient wishing to join the practice, in person with the relevant ID. At present, if all the forms are not collected on Monday morning, they will be available to collect throughout the week. We are constantly reviewing our numbers and processes and will update any changes on our website www.willerbysurgery.com Jo McWilliam Patient Services Manager
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 22 August 2022
If you are a working person don’t even bother in trying to get an appointment. You need to ring as soon as surgery opens (though automated message gives advice to ring later in a day when it’s less busy) and after waiting for half hour you will be disconnected or told that there are no appointments left for the day. You are told to try next day and so on. So if your work you can’t plan your life by arranging appointment for the later day. If your appointment is not urgent at the time it might get too late by the time you get to see somebody.
Visited August 2022
Review titled Willerby and Swanland Surgery
Replied on 25 August 2022
Dear patient, Thank you for your comment and sorry you feel let down by our service. We are a very busy practice, having just moved into a brand new purpose built surgery, we have a new telephone system which is designed to assist our patients in contacting the practice. We operate an appointment system where patients can either book online using the surgery or NHs App or by calling the phone number. We have appointments available to book in advance up to 7 days ( online or by phone ) and on the day appointments ( online at 7am or phone at 8am ) Unfortunately we do not have an unlimited amount of appointments and demand is very high, we always try to accommodate patients requests if at all possible. We advise patients who are not wanting to book an appointment that lines are less busy later in the day, for their convenience. I apologise if your call has been disconnected, this is a system fault and if further details are provided ie: time and date of this call, then an investigation will be carried out. Jo McWilliam Patient Services manager
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Review titled needs improvment
Rated 2 stars out of 5
by Anonymous - Posted on 27 June 2022
getting an appointment is like crossing the Humber on a leaf, if by some miracle you manage it, its hit and miss as to which doctor you get, most are great but one is very rude and dismissive! on 2 occasions I have had the same doctor and felt humiliated on both occasions yet have discussed the same matter with one other doctor and had a much better experience. Current nurse is great.
Visited June 2022
Willerby and Swanland Surgery has not yet replied.