Swan Lane Surgery

Feedback

• An outstanding service from the whole team

  5

  Submitted by Anonymous 19th October 2024

  I haven’t needed to see a GP in years. I rang and although 17th in the queue the phone was answered within 10 minutes at 825am. The excellent receptionist listened carefully and gave me an appointment at 1030am with Dr Hodgson who was exceptionally knowledgeable and reassuring. The nurse took bloods while I was there. The senior receptionist helped me with online access and I can see from my NHS app that my referral was sent by the secretary that morning. Just efficiency in action. What an outstanding team. We are so lucky to have them. Thank you.

• Reply from Swan Lane Surgery

  Dear Patient, thank you so much for your feedback on the service you received at our practice. Your kind response will be shared with the rest of the team.

• Always very polite and very helpful

  5

  Submitted by Feedback collected by Healthwatch Norfolk staff 19th August 2024

  I think both sites are great. I feel there are not enough doctors and if you need to see a doctor you need to be quite proactive sometimes to get an appointment. It is better than it used to be. They have more staff just not enough doctors. They have a wonderful system with the phones. When there is a queue you can simply press for a call back and they even send a text to your phone to let you know where you are in the call back queue. I had a telephone appointment today and was prescribed some medication which I have just collected from the pharmacy. They are always very polite and helpful. I am very happy with the doctors overall, we are very lucky.

• Reply from Swan Lane Surgery

  Thank you for taking the time to provide us with feedback on the service you receive at the practice. We are pleased to hear that the phone call system works for our patients too. All comments are shared with our team.

• Margaret helpful on Reception - thank you and Carl very professional and helpful

  5

  Submitted by Sarah Wright 25th June 2024

  Appointment call back service really good, although it is hard to get an appointment due to demand, Margaret was very helpful after listening to issues and was able to make an appointment with Carl. Carl was very professional, easy to relay my symptoms to and helpful with the next steps.

• Reply from Swan Lane Surgery

  Thank you for your feedback we have passed this to the team.

• Blood test whilst bringing my 3 year old.

  5

  Submitted by Anonymous 22nd May 2024

  The phlebotomist was fantastic- her tone of voice and attention to my small child who could have been scared to watch a blood test was incredible. Smiley, calm, friendly and fun!

• Reply from Swan Lane Surgery

  Thank you for your kind feedback on the service you received recently from our phlebotomist. Your comments will be shared with our team.

• Once in, all ok, but getting more difficult to get an appointment.

  4

  Submitted by Anonymous 21st May 2024

  Have recently seen Sam (pharmacist) recently a few times for a drug review, very impressed, kind, thorough, patient and informative, plus added follow up.

• Reply from Swan Lane Surgery

  Thank you for your Feedback. We have noted your comment regarding the difficulty in getting an appointment, and will make sure Sam sees your feedback too.

• Very thorough chat with doctor

  5

  Submitted by Helen Thurston 20th May 2024

  Dr Addison gave me more than my allotted time to discuss issues and I left feeling well looked after

• Reply from Swan Lane Surgery

  Thank you for your kind comments on your recent appointment with Dr Addison, we make sure she reads your feedback.

• Very quick and thorough

  5

  Submitted by Louise Mundford 14th May 2024

  Natalie really listened and took my symptoms seriously. She has addressed these with a number of tests and I feel heard and supported. I can’t thank Natalie enough. And the service as amazing- I called at 8:15 and got in at 8:30!

• Reply from Swan Lane Surgery

  Thank you for your comments regarding Natalie and the service your received. Your experience will be shared with the rest of the team.

• Disabled parking

  3

  Submitted by Collected by Healthwatch Norfolk staff 14th May 2024

  There needs to be more disabled spaces, there's only 2. Or maybe a disabled loading and unloading bay.

• Reply from Swan Lane Surgery

  Thank you for your feedback. We will pass your comments about the disabled parking to our management team.

• Very helpful

  5

  Submitted by Collected by Healthwatch Norfolk staff 14th May 2024

  Very efficient. I saw the social prescriber Sam who is going to help us get a grant for a wet room. Very helpful. For appointments we always get seen. The surface of the car park needs re-doing though. It has holes and it could be hard for someone with a walking stick.

• Reply from Swan Lane Surgery

  Thank you for your feedback regarding your appointment with Sam, our social prescriber. We will pass your comments regarding the car park surface to our management team.

• Excellent every time

  5

  Submitted by Collected by Healthwatch Norfolk staff 14th May 2024

  It's excellent every time we come. I rang for my husband and he was seen the same day. Staff are kind and helpful and I can always get appointments. Its the best place to be when you're ill.

• Reply from Swan Lane Surgery

  Thank you for taking the time to provide feedback on the service you receive at our practice. We will share your comments with the rest of our team.