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Original Feedback for Swan Lane Surgery:

2

Mixed messages

I find my experience of the surgery to be inconsistent. For instance my 'accountable' GP has changed twice in the last 18 months. I am currently unaware who it is. I did express my unhappiness with the first change and was told by a receptionist that it was on Facebook; I am not. Next that a message was in the Long Stratton newsletter, I do not get it. I asked why it wasn't sent as a letter to be told that would be too time consuming. I suggested a generic text, as for prescriptions, for which there was no answer. I can only assume the database manager needs to upgrade the software. Earlier this year, March, I saw the primary care practitioner for an emergency appointment. I cannot speak highly enough of him. Friends who have chronic conditions seem to have a great relationship with their accountable GP who they are often on first name terms with. Other friends who only need the GP occasionally find it difficult to navigate the system and often have to wait weeks to talk to or see a GP. I know recruitment and retention is an issue generally but this is a lovely area to live and work in and most people are polite and respectful. I do not really understand why the GPs seem mostly to be part time. Presumably lifestyle choices, as I know that some have private commitments in their non practice time. Speaking to other people I have heard the same feelings expressed. Anecdotally, I spoke to someone in the surgery who was very upset about not being able to make an appointment, they were in tears and said they had been told if they complained they would be struck off! This person was understandably distressed and bewildered. Overall then, I think the practice presents as inconsistent and sometimes uncaring. This does not engender confidence with some patients, but not with all, as I said previously.