Swan Lane Surgery

Feedback

• Really improved

  5

  Submitted by collected by Healthwatch Norfolk staff 26th July 2023

  Just recently they have really improved. I think they have really changed things even though times are still difficult. I suppose a few more staff would be great for them but I know it is not as easy as that!

• Reply from Swan Lane Surgery

  Thank you for your kind feedback, it is greatly appreciated. LSMP

• All good experience

  5

  Submitted by collected by Healthwatch Norfolk staff 26th July 2023

  When I need an appointment I have never had a problem getting one. I book by phone. I have had an all good experience. I speak as I find, everyone I have had contact with, nurses, doctors, reception I have always had a good response.

• Reply from Swan Lane Surgery

  Thank you for your kind feedback, it is greatly appreciated. LSMP

• I'd give them 100 stars if I could

  5

  Submitted by collected by Healthwatch Norfolk staff 26th July 2023

  Everything is good about this surgery. I have never had a problem getting in. The nurses are fantastic, they've been amazing. They see me same day if I need it, they refer me and I have bloods. I'd give them 100 stars if I could I can't fault them and I can't fault the dispensary either. Maybe sometimes they don't have enough receptionists but I don't mind waiting - this surgery is the best I have ever had.

• Reply from Swan Lane Surgery

  Thank you for your very kind feedback, it is greatly appreciated. LSMP

• My doctor listens, understands and explains

  5

  Submitted by collected by Healthwatch Norfolk staff 26th July 2023

  I have seen the nurse this morning she was very good. My Doctor is great, she listens, understands and explains things. I would like easier access, when I phone to make an appointment I don't like saying what is wrong to someone. And I prefer face to face it is much better.

• Reply from Swan Lane Surgery

  Thank you for your feedback, it is greatly appreciated. LSMP

• Never had a problem

  5

  Submitted by collected by Healthwatch Norfolk staff 26th July 2023

  They are absolutely brilliant. All the staff are really friendly, helpful and polite and professional. They sort it out I have never had a problem and I have been here for 30 years. They go beyond, everyone is lovely

• Reply from Swan Lane Surgery

  Thank you for your kind feedback, it is greatly appreciated. LSMP

• this time they have been very cheerful

  4

  Submitted by collected by Healthwatch Norfolk staff 26th July 2023

  I have had a good morning this morning, this time they have been cheerful and pleased to see me. I have had a bad experience before, a year or so ago and it made me not want to come back but today was good

• Reply from Swan Lane Surgery

  Thank you for your feedback, it is greatly appreciated. We apologise that you have had a negative experience in the past, and we hope to replicate your recent good experience in the future. LSMP

• I am channelled in the right direction

  4

  Submitted by collected by Healthwatch Norfolk staff 26th July 2023

  I am actually getting prompt appointments and channelled in the right direction many times. The big barrier is getting in. If they really want to look after us don't make us all call at 8am, accept calls at any time. You call and wait in the queue, so more reception on the phones at certain times would help. I think this system should be scrapped and just say call when you want and book us in 2-3 weeks ahead

• Reply from Swan Lane Surgery

  Thank you for your feedback, it is greatly appreciated. LSMP

• easy to communicate with

  4

  Submitted by collected by Healthwatch Norfolk staff 26th July 2023

  I was seen promptly and on time and they were very pleasant. They are easy to communicate with I have always been happy with them. It would be great if they had more doctors but I know they are doing their best

• Reply from Swan Lane Surgery

  Thank you for your kind feedback, it is greatly appreciated. LSMP

• in the past it has been more difficult

  4

  Submitted by collected by Healthwatch Norfolk staff 26th July 2023

  I phoned at 8.15 today and got an appointment to see the emergency clinician today. In the past it has been more difficult, but I think they are quite good with communication like texting us.

• Reply from Swan Lane Surgery

  Thank you for your kind feedback, it is greatly appreciated. LSMP

• A thorough check up and blood test MO

  5

  Submitted by Debs JOHNSON 17th July 2023

  Great to meet Dr Carl in person, having spoken to him several times on the phone for helpful consultations.

• Reply from Swan Lane Surgery

  Thank you for your kind feedback, it is greatly appreciated. LSMP